Defective storage base

I am quite disappointed by the customer service at Bed shop. In October 2021, my aunt and I bought a storage base at their Alberton branch and when it was delivered, we found that it was defective. When we opened the storage, it wouldn’t hold on the sides on its own. We reported this immediately to the manager, who said she would bring people to fix the problem. Even so, my aunt kept calling as the guys didn’t show up when she said they would and when they finally came to “fix” the bed, nothing changed. My aunt also asked for an exchange to which the manager declined and said the bed would be fixed.

About a month ago I went to the Fourways branch and explained to the manager there, who then called the Alberton manager and told her she was supposed to exchange the bed. The Alberton manager then said they did not have the bed in stock and was told she should order it. I then left thinking my aunt would at least be given an update by end of day but no contact has been made by your company. The bad service has been appalling to say the least. My aunt is an elderly person and this entire ordeal had her running up and down as she went to the branch a number of times before she was taken seriously. I feel her patience has been taken advantage of by your staff. Secondly, the bed should have been checked before it left the shop/warehouse for any defects and this was clearly not done. If Bedshop cannot exchange the bed then it’s only fair that we be given a refund so we can go buy at another store.

I am only available via email on ***. My work number is +27 (11) ***.