I WANT MY MONEY BACK - DIRTY CHAIRS DELIVERED!!

On December 20 2022 I bought Chairs and tables for R 29150 cash, Reference Number: ***. I was assisted by the Branch Manager. Clearwater Rochester Furniture.

On December 24.12.2023 the chairs where delivered, when the delivery team unpacked the chairs, I realised that the chairs where dirty. I informed the delivery team that the chairs are dirty, and I do not want them as they are very dirty. The delivery team advised that the chairs cannot be returned to the warehouse as the warehouse was closed, they phoned the store and spoke to a sales consultant who also advised that their clearwater store will also be closing therefore they cannot accept the chairs, He said that it was not his responsibility to collect I must arrange with the call centre. I reported the chairs that I did not want them the same day and they forced me to keep the chairs because the warehouse was closed, and their store was closing. I spoke to the store while the delivery team was still here and the delivery team , said they have nowhere to take them.

I wrote on the invoice that I am forced to keep these chairs and also sent an email that I am forced to keep the chairs on the same day 24.12.2022. The branch manager responded on the same day 24.12.2022 and said that she would escalate the query for me on 28.12.2022 when she returns to the store. She also said on the email that what the Store team and Delivery team told me was a lie, and I was not supposed to take the chairs. (refer to email trail below).

I followed up with the Clearwater Branch Manager every day for three months on when the chairs will be exchanged, and she kept on promising me every time that the warehouse will come. 3 months passed and the chairs was still not exchanged, there was very little communication from the store side. Every time I phoned, I was told they will be delivered next week. On March 03.03.2022 the Branch Manager said that the chairs have been delivered to their store and she will arrange for delivery and to date that never happened.

I then logged a complaint against the store at complains department - Reference Number *** on the 31 of March 2023. Since the call was logged again there was no feedback on when the chairs will be collected. After waiting for three months with no feedback I then requested a refund and supp**** all corresponding documents to the Branch Manager and sales consultant 05 April 2023.05.03. Again every week I was told that the warehouse will pick up the chairs so that they can proceed with the refund , and to date the chairs have not been collected and I have not received my refund.

I have phoned the call centre to follow up on this case Reference Number *** and they have escalated it with the store 3 times already in the past month, but chairs still have not been collected. I phone the store and I don’t get adequate feedback; I phoned the call centre and they escalate back to the store, the store blames the warehouse and I still don’t have my refund. When I request to speak to a supervisor or any escalation point at the call centre , they tell me the best they can do is escalate to the store manager, the very store manager that I purchased from and has been promising me week in week out with no proper feedback.

Not sure what else to do