Formal Complaint Regarding Damaged Couch Delivery and Unresolved Service Issue – Rochester Centurion Mall

If I could give a 0 rating i would!, extremely horrible service from Rochester Centurion mall!

I am writing to formally express my deep dissatisfaction and frustration regarding an unresolved issue with a couch I purchased from your Centurion Mall branch in June 2025.

The couch was delivered to my residence on the 25th of June 2025. Upon inspection, I discovered that the item was in poor condition, with visible holes and tears on one side. I immediately reported this to your team, and I was informed that arrangements would be made to collect the damaged couch and replace it with a new one.

Since then, it has been over three weeks of continuous follow-ups with little to no action taken. Despite my numerous phone calls and reassurances from your staff, no collection or replacement has occurred to date. Each call has left me more disheartened, as I am repeatedly given inaccurate updates and false promises.

Most recently, on Friday, the 11th of July, I was again promised that the couch would be collected and replaced. I took time off work to be available for the delivery, only to be informed later in the day (around 3 PM) that the delivery could not proceed because my order had been incorrectly captured under someone else’s name. This not only wasted my time but caused additional inconvenience and financial loss due to the leave I had to take unnecessarily.

It is unacceptable that a customer who has paid in full is subjected to such poor service, lack of accountability, and emotional distress. I now find myself entering a living space that should bring me comfort, only to be reminded of the defective product and ongoing neglect from your company.

I am requesting:

Immediate collection of the damaged couch,

Delivery of a new, undamaged replacement, or an immediate full refund if you are unable to deliver as promised,

A written apology and acknowledgment of the inconvenience caused, including compensation for the time and emotional stress endured.

If this matter is not resolved promptly, I will have no choice but to escalate it to the Consumer Goods and Services Ombud (CGSO), as I believe my consumer rights in terms of the Consumer Protection Act are being disregarded.

I urge you to take this complaint seriously and respond within 48 hours from receipt of this email.

Sincerely,