Horrible experience from the Coricraft team!

My understanding is that the tfg group or any other businesses you have under your umbrella gives exceptional customer service, however the two times I’ve bought from your stores left me with an unpleasant shopping experience. I purchased a couch from your Coricraft Kramaville showroom 6weeks ago(lord knows why one must wait that long to get a couch), and yesterday when the couch arrived, I was told that the delivery guys do not go over the 3rd floor. However, during the transaction at the showroom, I made it clear that I am on the 4th floor. This was communicated because I knew the guys would get there during load shedding or the couch might not fit into the elevator.

And I guess I was right, the couch couldn’t fit in the elevator. My frustration now was hearing about the 3rd floor rule for the first time. The sales lady (Nthapi) who sold me the couch admitted that I had told her that I am on the 4th floor and that it was her fault for not informing me that your delivery team does not go over the 3rd floor. However, what really upset me was the way that the store manager and the gentleman from your logistics team spoke to me. The store manager(Jean-Marie)used a condescending tone with me, using phrases such as "I have already given you a solution on how to get the couch to the fourth floor, call the security or someone to come and help you" and "Do you know how heavy these couches are?" These comments and questions were disrespectful and upsetting.

Furthermore, the gentleman from your logistics team, whose name I believe is Mariene, told me that he was doing me a favour by delivering my couch on Wednesday. I fail to see how this is a favour when I have already purchased the couch and simply require the service that I paid for. What was even more frustrating was when he said that the couch would be delivered on Tuesday 25 April 2023 and that I would need to figure out how to get it up to the 4th floor. This kind of service is unacceptable, and I am disappointed that your team spoke to me in this manner. I would appreciate it if you could let me know if this is how you allow your team to speak to customers.