Defective plastic-stuffed beds sold to pensioners & CPA warranty refused

I purchased two bed sets from Lolo Furniture (operating as Lorraine Design Crafts on Facebook) for two pensioners in their 70s and 80s living in a retirement village. When the items were delivered on 4 August, I requested a written tax invoice and warranty details, which the seller promised to send but never did.

Within less than three weeks, BOTH beds proved completely defective. The sides on both mattresses have caved in, and one mattress makes a loud crinkling noise at the headboard end, as if filled with loose plastic waste instead of proper padding.

We raised complaints repeatedly before 27 August. On 27 August, the seller explicitly agreed during a phone call to replace the defective furniture. However, she has now reneged on her promise, claiming via WhatsApp that she does not give guarantees on items under R2,500 and only allows a "7-day exchange window."

Under Section 56 of the South African Consumer Protection Act (CPA No. 68 of 2008), every consumer purchase carries an automatic 6-month statutory warranty against defects, regardless of store policies or price points. Withholding a tax invoice also violates Section 26.

It is unacceptable to sell substandard, plastic-filled beds to vulnerable seniors and ignore legal obligations. Because the seller has gone silent, we are escalating this matter directly to the Consumer Goods and Services Ombudsman (CGSO) for a full refund or proper replacement.