SHOCKING AFTER SALES SERVICE

We purchased the Malta lounge suite (which we absolutely love!) just before lockdown. During lockdown we advised Leather Gallery that one of the backrests is defective and flops over very easily. When lockdown was relaxed their Technician (Chris) arrived looked at the sofa, He agreed that it was not quite right, and advised that they would have to come and take it to the factory for repair, which they did. Now a few weeks later the same problem arose. I again contacted Leather Gallery, the same technician came out to check. However, this time round despite the backrest being the same problem as before, it was now “not a problem, nothing wrong”. Not only that, but his behaviour was shocking, he was rude, raised his voice at me, spoke over me, and would not allow me to demonstrate the difference between the defective backrest and the normal working backrest. I actually had to ask the technician to leave, as I was not prepared to be treated like an imbecile by him, and advised that I would take the matter up with head office myself. This I did, I had sent them an email explaining exactly what had transpired and that I was not happy with the service, only to be ignored for a week, and only getting a reply after I sent yet another email, asking for an update, only to receive the following reply “The technical team had a meeting with the owner regarding your Query. Mrs. ****** according to the technical team there is nothing wrong with your headrests. They have tested it and confirmed this. Kind Regards”. Not even a person’s name signed at the bottom of the email…… I am not asking for any money back, I am not asking for anything other than to have my lounge suite working the way it should, after all I paid my R20k plus! And feel I am entitled to have a 100% lounge suite and not a partly defective one!! Its actually a lovely lounge suite, however I would and could not recommend due to the after sales service which is a total let down!!! Rather go to Coricraft!! Thats my best advice after receiving this After sales service! (As they refusing to repair or replace the defective section of my Brand New Malta Lounge Suite - Hopefully I may be lucky enough to win the Leather Gallery competition which ends on 30th November, 2020)