Bad Customer Service Ted's Homestore

On the 31/05/2024 I purchased a lounge suite the Earthline Brandfrom Teds Homestore in Cornubia. 1st complaint was on 26/06/2024 as the stitches on the lounge suite was opening. The customer care line just rings. so had to use whatsapp and they fetched the seats on the 03/07/2024 ( they just took the seat that was damaged). By the 12/07/2024 I was extremley upset as they did not replace nor did they send correspondence notifying of the status to replace the seats. my lounge was a mess with the back rests on the floor. after explaining that I was having guests over and needed the replacement seat immediately. They replaced the entire set the same day.

However the foam density was extremely soft as compared to the one in the showroom and previous set. I went back to the store to complain to Abdul the salesmen, however was asked to call the call centre ...no answer ..tried the Whatsapp line ..no response. Finally called the Pinetown branch and was given the Managers email address (Andrew) and the customer care email address. I was requested to send pictures to show the low foam density.

They respoded a few days later to notify me that the manufacturer states there is no defect and they closing the query.

I further requested them on 20/08/2024 to physically inspect the set as photos cannot show the low foam density. They did not respond. 23/08/2024 I sent the manager another email for feedback on my request. This is the Manager Andrew's response "As per the manufacturer, there is absolutely no latent defect. Same densities of foam have been used in production, and softening from use is normal. We will be closing the job card on our side. I do understand that you are not happy with the outcome, so might I suggest approaching the Consumer Goods and Services Ombudsman (a free service). We will always abide by their ruling." They reached this decision without physically inspecting this set. They are extremely misleading as the product from the showroom defers from what is delivered. Furthermore they did not make a single customer care call. Extremely disappointing supporting service from the management of Teds Homestore. Ted's Homestore does not take responsibility and uses the manufacturer as a scapegoat. I did not purchase from the manufacturer BUT from TEDS HOMESTORE. I have lodged a case with the Consumer Goods and Services Ombudsman