Urgent Complaint – Faulty Couch Set – Baywest Mall

I am extremely disappointed with the handling of my couch set purchased on 5 November 2025 for R28,000 at your Baywest Mall store. The 3-seater was faulty from day one, sagging immediately despite my weight being only 60kg. We reported the issue, sent photos as requested, and after multiple visits and long delays, we were finally told the couch would be picked up — now scheduled for a week from today. It is unacceptable that we are left without a replacement or any concrete plan. We were told the original set would not be restocked, so we expect either: An immediate substitute couch set delivered at the time of collection, or A clear and guaranteed timeline for a replacement. I expect this matter to be treated with urgency. This level of service is far below the standard one expects from House & Home, and continued delays are completely unacceptable.