YOU CANT IGNORE CUSTOMERS AND HOPE THEY GO AWAY

For a company that prides themselves in quality genuine leather products, so much so that’s it’s in their mission statement. They certainly do not back their products.

I purchased a couch in 2013/4, and have loved it. Until last year I noticed that 2 panels am started to fray. I have looked after my couch with leather treatment, and it shows as the couch is in good condition elsewhere. I contacted the customer care and they explained to me that they have to send out someone to inspect the couch at a fee of R500. I did explain to them that I had purchased the couch in 2013/4 and did not have my receipt. To which they responded it’s not a problem.

The couch was inspected, and the person who did the inspection admitted to me that it’s very strange that just those 2 panels did fray, and he had not seen this happen before.

2 weeks later, after following up for a response, I was told that they do not stock that style of couch anymore and can’t help me. I asked for my matter to be escalated to speak to a supervisor and was ignored. I sent a follow up email to have my matter escalated, just to be ignored again.

Really disappointed in the customer care, and the way my matter has been handled. Almost as if they are making money on call out fees as they knew upfront what model couch I had.