Sagging Couch

Good day My case has been ongoing since November 2019. I bought a brand new lounge suite from OK furniture Kenako mall and discovered that the couch was saggy. When the head office called me to do a routine customer satisfaction call I explained to them that the couch felt as though it was used and sagging.

The head office then contacted the store, I know this because the assistant that helped me with the sale sent me a message saying that I should have contacted him before the head office. The date then was 16 November 2019.

At one occasion I was told that the manager had been on leave but even then it had been over three months. I was then referred to a lady that asked me to send pictures of the couch. I explained to her that she would not see the sagging from the picture but she insisted that I send the email with the pictures anyway. I did, the date then was 23rd February 2020. She later called me with a very harsh and rude tone but never resolved the matter. I went to see the manager about that and he had no idea who it was.

I tried my best to be patient and have faith that my matter would be resolved but I kept being ignored and disregarded as a paying client. I then decided to stop paying my monthly installments in hopes that I would claim back my voice but even that did not help.

I kept going to the store regularly to see how far my case was but I was always being told by the manager that they were working on it. On the 22nd of June the manager sent me a thread of his emails with the manufacturer, that gave me hope but there was no progress. A month later on the 7th of July I was told the assistant that I should be home so that they could come and fetch the couch which they did. On the 23rd of July I again sent the manager an email asking for an update but he is yet to respond to it.

Today I called the store and spoke to the manager but he seemed as though he has not made any attempt to follow up on this matter. He promised once again to contact the head office but after so many failed attempts I have lost all faith in him.

Its has been 10 months of stress and frustration. I'm writing this review with the hopes that this is the last straw to this never ending turmoil.

Regards