OCCURANCE OF REPAIRED LOUNGE SUIT

A R20 000 leather recliner lounge suite (1, 2 & 3 seater) was bought from Lewis store in Stellenbosch in December 2021, with all the necessary insurances applicable taken out, at an extra cost obviously. I then discovered about 3 weeks ago that the footrests of the recliners feel weird and when we pull the lever to recline it sounds funny. I then inspected the footrests and discovered that the entire stuffing is out and the material used to hold the stuffing is thin and stapled. I then contacted the Lewis customer care line and after several attempts, eventually came through and reported my complaint. The lady i spoke to, i failed to ask her name as i was so angry, still had a bit of an attitude and took down all the details. I was still not satisfied and contacted the Stellenbosch branch and was referred to a Rencia, but she was not on duty that day and would only be back in office the Monday. I left my details for her to contact me. Eventually she contacted m and requested i send her the pictures i took of the lounge suite via Whatsapp on the 07.10.2023 at 12:30. I then received a reply from her onn 13.10.2023 at 12:47 to advise that the lounge suite will be collected the next week to be taken to the supplier.On the 18.10.2023 i sent a message to say i am still awaiting feedback and just got a reply to say they will collect the couches on Friday. I then told her that we feel like dropping their couches in front of the store. On 18.10.2023 i advised Rencia that should they come collect the couches my husband would only be home till 11am as he works shifts. By 11:30 my husband advised that he had left home, and no-one collected the couches. After several messages sent she contacted me after 14:00 to ask if the couches were collected, and i said no. I want to know why are we paying so much money & insurances for things, but when there's a problem with it or it breaks we get attitude from the parties involved. The insurance you take out with them is for death, disability should something happen to you. A 1 year warranty is given for a R20 000 lounge suite which is a lot of money, and to top it all our account with Lewis is paid in advance and this is the type of service we get. I want to return this lounge suite and get all our hard earned money back. I am not going to allow this service from Lewis at all. I would appreciate it, if they could just collect it and give our money back. I am so done with Lewis stores!!!!!

As per the above review sent to Lewis in October 2023, the same thing has now occurred. My couches were repaired & restuffed, after i waited almost 3 months for it to come back, but now the stitching is tearing because off too much stuffing and the foot rests are once again broken, as if we sleep on the couches. I personally think it is bad quality for the price of R20 000 paid for it. All Lewis did was sent it to the supplier to be repaired, and now it is in an even worse condition. I want to persue this matter to an Ombudsman who can advise me on what to do in this regards. Spending R20 000 on a lounge suit is not pocket change, even if it was bought on credit, we pay the account is advance. I really feel like just returning this lounge suit, as it is sad looking at R20 000 looking like that.