********** by UFO - Bad service and lies!

My mother bought a lounge suit from the Richards Bay branch in 2019. This lounge suite cost more than R50 000, as it was a genuine leather lounge suite. The sales lady who sold the set to my mother promised her that this set has a lifetime guarantee since it is genuine leather and that you only need to wipe the lounge suite with a damp cloth if it needs cleaning. She said that there is a product that we can buy to clean the suite but just wiping the lounge suite with the damp cloth is good enough. We therefore bought the suite, and at the beginning of 2022 the lounge suite started to show cracks on the leather, eventually in May 2022 we reported this to the store and were advised by an employee at the store, whose name was Gwen that we should write a formal complaint via email and include pictures and a copy of the invoice, of which we did. I followed up with the store personally the following week when I did not get a reply back to say that they had received my email. Gwen looked for my email, found it and said it was fine, everything was there and that she would forward it to the relevant people. She informed me that I should do a follow-up in 1 months' time, since it took that long to negotiate with the people from overseas to fix the lounge suite and also informed me that it would eventually get fixed, I should not worry. After two months I went to the store to do a follow-up, only to get there and realise that Gwen had not forwarded my formal complaint to anyone. She forwarded it in my presence, unapologetic about only doing it now. I was really livid at that kind of service but did not display it. In August I went back to the shop and was told there was no reply as yet. I then went twice after that follow-up and was told Gwen had retired and another lady had taken over Gwen's responsibilities. She sent another email to the "relevant people" and said that she would call me the following day for feedback. Surprise surprise, she did not call! After 2 weeks, my mother went and followed up and was told that they would call her after they hear news of our complaint. Some of the employees mentioned to her that a lot of people who bought the same lounge suite as ours, had also complained of the same damage to the lounge suite as us. Only this week, almost 6 months later, after sending my formal complaint, do I receive an email from UFO, saying that judging from the photos, we have been negligent with the lounge suite and that the headrest of the sofas show that we had used chemicals on them. What an email of pure lies! I am very disappointed at the service of such a store...especially after my mother had spent a huge portion of her retirement money, and promised " genuine" leather, which now seems to be not and also promised a " lifetime guarantee" which now is not. I urge everybody to stop purchasing from this shop as they sell products that are not of quality as they claim, according to my opinion. They really rip you off your hard-earned money and do not deliver on their promises, and also display bad service as they take a long time to respond to complaints and really never listen to their customers.