Damaged bed

I bought a bed from OK Furniture George, on the 4th of October 2023.

I ask the delivery people to leave the bed in the living area as I was on my way to go on holiday.

The driver Candice asked me to sign the delivery note without me checking if the bed is in good order. She was very rushed.

On the 9th of October when I returned from holiday I wanted to put the bed in the room and realized that the base is damaged.

On the 10th of October (still within my 7day return policy period and stated on the delivery note) I went back to OK Furniture and reported that the base is damaged .

I was assisted by Klaas and asked to send pictures of the bed to his email address.

Klaas informed me that I will receive a new bed within the next few days. I heard nothing from Klaas during that week.

On Monday the 16th of October I went to enquire why I did not receive my bed and Klaas was not there .

I insisted to speak to someone and the supervisor called the manager Hanno.

He assisted me and said that he was never informed about this complaint, and that I should forward him the mail.

A week pass and I didn’t hear anything from Hanno , so I went back on Friday the 20th of October to Hanno.

Hanno again ask me to Whatsapp the pictures of the bed to his personal number which I then did, and that I should give him time till Monday morning 23 October 2023.

I did not receive any communication from Hanno during the morning and I went back this afternoon.

Hanno was not there and I was informed that he is on training for the whole week.

I again insisted to speak to someone, and the customer care lady called the supervisor. Unfortunately the supervisor does not know anything about this complaint so I asked to speak to Klaas and I wanted a number of the area manager which she did give to me.

Klaas informed me that Hanno informed him that my complaint has been rejected , but he could not inform me on grounds of what and I cannot be refunded or wont receive a new bed.