Several Botched Deliveries of a pre-ordered Couch, awaiting delivery on the RIGHT date

I am at my wit's end with a botched delivery process of a couch I ordered in September 2024 at Rochester Centurion Mall. The couch is in the warehouse and is awaiting delivery. Last week, after receiving an sms that the couch would be delivered on 28 November 2024, l phoned the Customer service helpline at ***, and indicated that I can only accept delivery on 11 December 2024. I am a busy professional and am only able to receive it on that particular date. However, there has been a major communication breakdown between Rochester Centurion Mall and the warehouse where my couch is being stored. Also, the Customer Service line at *** are unable to organise an accurate delivery date. I am most disappointed in the lack of service from Bongi, the manager at Rochester Centurion Mall. She has failed to return a call of mine, and she has also not responded to an email that I sent on Monday 2 December.

Herewith a copy of the email, sent to ***, further explaining the sequence of events:

Dear Bongi,

I hope you are doing well. I refer to our telephone conversation earlier today about the delivery of the Tuscan 3-seater couch and the mix-up that has occurred.

At 15h16, when I phoned the store to speak to you, you were not available and I spoke to Ishmail. He mentioned that you would phone me back today, I assume you were busy as you had not returned my call by 6pm today.

Were you able to speak to the driver of the delivery team @ ***?

Please note that I initially indicated that I would only be available after 1pm on Wednesday, 11 December to receive the delivery, however, I will be available the whole day. Hopefully this will be helpful.

Just a brief background again for your records: Last week Wednesday, 27 Nov (at 12h30), in order to change the delivery date, I spoke to Gugulethu at the Rochester call centre and she checked the system, and based on dates of availability for delivery, logged a ticket for delivery on the 11th of December, but on Thursday the 28th of November the couch was still loaded from the warehouse and it was out for delivery. When the driver subsequently phoned me, I had to ask him to turn around. As Gugulethu had logged the ticket, I had assumed in good faith that all was in order for delivery on 11 December However, on Friday, 29 November I received an automated sms from Rochester indicating that the order would be delivered on Monday 2 December, 2024. I subsequently phoned your store on 29 November, and explained everything to Ishmail, who assured me that I need not worry, the couch would not be delivered on 2 December, but on the 11th of December To my utter dismay, the couch was again handled (risk for damage) and out for delivery today, and again another driver phoned me ***) when they were close to my house. Again I had to ask him to turn around. I really do not like to complain unnecessarily, but this whole series of events is very disappointing. It seems that there is some form of communication breakdown/errors in the system in Rochester/between Rochester and the warehouse.

Can you please help so that the couch is in fact delivered on the 11th of December and not loaded onto a truck again before then?

Kind regards Janine

I have still not heard from Bongi since I sent that email on 2 December.

On 3 December I received a phone call from a lady called Charlotte, at the Warehouse ***). She indicated that she saw that there was a problem with the delivery. I was grateful for her call. She then said she would arrange for delivery on 11 December, as I requested. However, on the very same day, 3 December, I received an sms from Rochester saying that the couch will be delivered on 6/12/2024 (I had received sms's as well for the deliveries that could not take place on 28 Nov and 2 Dec). I tried phoning the warehouse but there is no answer.

I have lost complete faith in the Centurion Store as well as in the Customer service line, and feel that it is just a waste to call them. I fear that again the couch will be loaded on a truck tomorrow (again being handled and risk for damage), and I will have no choice but to ask the driver to turn around again. This is an expensive couch of R26000 by the way and was especially manufactured.

Can I please get help from someone in Senior Management with this?

Regards Janine