VERY BAD SERVICE FROM OK FURNITURE- POTCHEFSTROOM

In December 2023 I went shopping for a queen bed at OK furniture. I was assisted by a sales person in the presence of a regional manager and district manager. After careful consideration and making my choice of which bed I was interested in buying the managers gave me an offer which came with a free mattress protector. I made a lay-bye of the bed and informed the sales person that I will pay the outstanding amount in the last week of December. On the 2nd of January 2024 I made the full payment of the bed and made arrangements that I will collect the bed towards the end of January as I will be moving to a new place. On the 26th of January I received a call from the sales person asking if I will be able to collect the bed on Sunday the 28th January 2024. I informed him that I will not be around on that day but will make means to collect on Monday 29th January 2024. On Monday 29 January I went to the store and was told that the bed has not yet arrived from House and Home. I then requested that the manager speeds up the process as I have already arranged transport to collect the bed on the 31st January. When I called the store on the 31st I was told that the bed still hasn’t arrived. On Friday the 2nd February 2024 I called the store yet again and the sales person told me that he doesn’t know what is happening. He then gave me contacts of the regional manager whom I called immediately. The regional manager then told me that he will find out what is happening and come back to me. Indeed, in less than an hour he called me back and told me that the truck was on its way from Johannesburg to Potchefstroom to deliver the bed. From that point onwards I never heard from the employees at OK furniture until the store closed. It was such an inconvenience already because initially transport was paid for the 31st January to collect the bed and the rest of my furniture as I was moving thus this meant that I was to arrange transport again for collection.

On Saturday 3 February 2024 I called the store to find out what was happening. They then told me that the bed had arrived but they were about to close for the day. I could not understand how they can be so inconsiderate when they knew that I had been waiting for the bed to arrive all along. The supervisor then asked me to arrange transport to collect the bed. The bed was then collected at around 14h00 from OK furniture in Potchefstroom.

Upon arrival at my residential place, both the mattress and the base were covered in a plastic. I then removed both plastic. Upon inspecting the bed, I noticed that the base is torn. I could not call the store at that time as they were already closed.

On Sunday 4 February at about 12h30 I went to the store to report the torn base and to also ask about the free mattress protector which I was supposed to receive. I found the sales person who initially sold me the bed ad I showed him pictures and videos of the damage on the base. He then apologized for all the inconveniences and the unpleasant service that I received and he assured me that he will have the matter sorted first thing on Monday morning.

On Monday 5 February 2024 I received a call from the sales person telling me that he spoke to the supervisor and the manager regarding the torn base and they are saying that they cannot assist me because the bed was checked before it left the shop implying that the base was torn during transportation or when it got home. He said he cannot do anything moving forward and if I want to discuss anything I should then speak to the regional manager. I took it upon myself to call the regional manager and he told me straight that they will not be able to assist me. I asked him does it mean I must keep a 2days old bed that is torn and he said it’s not a factory fault so Yes. I also asked him about the free mattress protector that came with the deal at the time of agreement and he said it was not written anywhere so I will not receive anything. THE SERVICE I RECEIVED FROM OK FURNITURE IS SO DISAPPOINTING. ITS SAD THAT WHEN THESE PEOPLE NEED SALES FOR THEIR STORES THEY WILL PROMISE CLIENTS THE WORLD AND JUST DON’T DELIVER QUALITY AND ON TIME. I WILL BE HAPPY IF THIS STORE CAN JUST TAKE BACK THEIR PRODUCT AND JUST REFUND ME SINCE THEY ARE FAILING TO REPLACE THE BASE.