PUTRID SERVICE FROM LEWIS

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!!!!!