Worst service and poor quality products

Rochester Mall of Africa

I bought the Seattle Couch on the 15th of December 2023 for R22,000 plus a delivery fee. During the point of sale, the sales person Nhlamelani told me that there is a 2 year guarantee on the couch and immediate swap for a new couch should there be any defects. I later found out this was false information, as the store only allows 7 days of exchanges if there are problems - however,i was fed lies just so the sale could proceed. A few days after delivery, the couch stitches loosened and i reported it after we returned from holiday on the 29th. I spoke to the store manager (Alucia) and she advised that their head office is closed and will open on the 15th of January and the matter would be resolved then.

To my surprise, the store and the sales person changed their statements and according to them, I was informed re the 7 days period, fortunately i had a whatsapp conversation with the sales person to confirm my version.

I then asked for a full refund and to have the couch collected instead. Additionally, the paperwork for the refund was collected a week ago and the couch 3 days ago. I waited for confirmation of a refund date and there was no communication, regardless of my emails sent to head office and the store manager. Each time i follow up on my refund - the store manager is either on leave (she left without processing my refund) or head office cannot do anything to process my refund.

I have logged complaints but with the service i received from the store and head office - I have very little faith.