DISGUSTING SERVICE RECIEVED AFTER BEING DELIVERED A DAMAGED R22000 GEL LEATHER SUITE FROM TEDS!

I purchased an Arizona Brown ANIL Gel Leather Suite/Console Rocker which costed R22 000 from Teds @ Arbour Crossing on the 15/09/2020, Vanessa our sales person advised us that she could only do the delivery for us on the 19/09/2020, but we advised her that we were unavailable and needed a closer delivery date. She managed to get us a delivery date for the 18/09/2020 . The suite was delivered to us on 18/09/2020 around 2pm. Upon arrival my husband noticed that the console lid was missing. He informed the delivery guy and they phoned their manager Marshal who advised us that he can only send the lid out the next day. My husband advised them that they need to come with it before 10am on the 19/09/2020 as we weren't going to be available after. The delivery guys did bring the missing lid the next day just after around 9am. My husband and I had shortly left for JHB. We came back home on 01/10/2020. I was wiping off the delivery dust of my sofa's on the 02/10/2020 where I noticed 2 scratches on the console backrest. I immediately called my husband who was at work and informed him. He was trying to get a hold of Ted's Galleria for 2 days and finally got a hold of them on the 04/10/2020 where he spoke to Bryan. He didn't get any feedback so he called again on the 05/10/2020 and logged in another query. He was then contacted by a lady from Teds customer service who asked my husband to send her a picture of the scratched area. He forwarded her that and they have been liaising ever since. She wanted us to pay R650 to get the scratches repaired and my husband questioned it. Her reply was because it was not documented on the delivery invoice. My husband explained to her that due to the missing console lid he was occupied in worrying about that. They refused to budge and I had asked him to get the regional managers number, they couldn't hand out his number but the lady passed on his email address to us. That's when I stepped in and took over this query as it was hard for my husband to deal with this while being at work. On the 26/10/2020 I contacted Ted's Arbour Crossing once more and spoke to store manager Rodger, he told me that he will get in contact with the regional manager and get him to call me back before end of day. It was 4:20pm and I had sent Andrew who is the regional manager of Teds an email to advise him that I expected a call from him, as this query is going on from the beginning of October. He responded to me via email that evening stating that its "prominent" and in a "prominent location" and not something that could have been missed. I rep**** back and explained that we cant see it until we get closer to the backrest. As well as we weren't at home for a few days and when we got back i noticed it and tried to get a hold of them immediately. I also stated that he was supposed to call me before end of business and he didn't, and I requested a call. I receive a call from Andrew the next day, who blunt out accused me for the scratches. He also passed and accusation of it looking like cat scratches which really angered me because for a regional manager he clearly wasn't professional, because you cant pass accusations without proof!. I then explained to him that these 2 scratches are on the head rest of the console where no one sits. Also there are 2 scratches usually if done by mistake there should have been 1 and not that long in length. I also explained to him that the sofa's are dark brown and have a scratch like material to begin with so its very easy to miss. I also laughed at him regarded the cat accusation because I explained to him that I live in a flat and the lease doesn't allow us to have pets. My husband and I are the only 2 people that live here and that we don't even have kids. After listening to that Andrew decided to come out to me to assess the scratch on his own. He arranged to meet with me on 31/10/2020 @ 8am, which he honored and it was much appreciated. Andrew agreed himself upon arrival that he also couldn't see the scratch and that it was difficult to notice, he agreed to replace the console for me. As he said mentioned getting a whole new 2 seater will be too much of work and take a lot of time. I agreed despite wanted a new 2 seater as this query was going on for a month and it was emotionally draining us. I just wanted it to be over. Andrew advised me before leaving that he will speak to the warehouse on Monday and get this issue sorted out within the week. I was very happy and relieved to hear this. On Monday 02/11/2020 I sent Andrew in an email to query as to when I could expect the guys to come out to me. I didn't receive a response so I sent a follow up email the next day 03/11/2020. Andrew only responds to me on 04/11/2020 morning. Apologizing as he had been "crazy" and asked a lady named Nitasha to advise as to when they can send out someone to do the replacement. I advised them that I was only available for the next 3 days and not on the weekend. Nitasha only responded around 2pm that afternoon to advise that some one could only come to me on the 10/11/2020 which is another week to wait and I declined. I explained to her via email and telephonically that I have been waiting from the beginning of October and this issue has already been going on for a whole month now. I asked her to get Andrew to call me ASAP. Nitasha advised me that they were trying to see if a bakkie could com out on the 05/11/2020. If not she advised me that Andrew was going to come on 06/11/2020. There were a few calls that I had done to Nitasha that afternoon and I advised her that I'm posting this disgusting service about them on Hello Peter, because I couldn't understand why everything with Ted's had to be an argument situation from my side to get acceptable feedback. She told me that if I negatively posted about Teds it will stop the whole process of getting the backrest replaced as their lawyers will have to get involved and it will take longer to get this query sorted out. I asked her not to threaten me as its my right to post a negative review about them as I had a very bad experience dealing with them. At this point I decided its not fair that I only get a lid replaced then a console so I requested a whole brand new 2 seater from Andrew. Because as a customer I was treated very unfairly. There was a guy by the name of Vinny that came out today 06/11/2020 and replaced my console back rest. But I am not happy about how all this went down to actually get this sorted out. It has been a very stressful situation for me and it was unwanted. I spent R22 000 on a sofa on Ted's and during lock down where things are hard and quite for all companies instead of them appreciating my sale and the amount spent. I get bad service all round from everyone my husband and I dealt with at Ted's. It's such a shame to know that such a renowned store like Ted's Home Store treated my husband and I, who are customers so badly. We were accused without proof, I received very unprofessional responses from Andrew stating he regrets authorizing the exchange, that I was being unreasonable and causing him pressure on scratches that are only visible under torchlight. I am very disappointed with Andrew being a regional manager and acting like he's a victim in this whole situation. And the worst part of this whole issue is that I didn't feel like a customer I felt like I owed them something. When it was the other way around. It's quite clear that Ted's as a whole from the bottom right to the top does not have basic customer service skills especially their highest manager Andrew which is quite disgusting. I have all the email responses received by Andrew and his responses are very unprofessional. He kept making it seem as he has done me a favor. Stating that he authorized this replacement out of "Goodwill". I have basic proof that its not a fault from my side but they are so adamant in accusing us time and again. I am not satisfied one bit with my purchase or service received from Teds. And detachable parts or not as a customer that might I add likes everything to be perfect I was sold a damaged 2 seater rocker ,console Arizona Brown ANIL Gel Leather suite from Teds from the very start and it all started with a missing lid! I need someone higher that Andrew to get involved in this case from Teds regarding this matter ASAP.