Incompleted Work and Work Done in Error Gives Rise to Disrespectful Treatment.

How does one adequately capture an untoward incident ? This incident has been so disturbing that I compiled a six page report on it for the record, which includes the WhatsApp messages. All was well, helpful and friendly from Phalak, until there was a problem. An all-black pleather couch was to be re-upholstered in velvety green material for R4500. The invoice reads, “Re-upholster 2-seater sofa in green fabric. Pick up and deliver Sofa.” The R3000 deposit was paid without delay. The couch was delivered a week later, but with an unfriendly atmosphere. After Phalak’s hasty departure it was discovered that the couch : 1. Was missing stitching. 2. Is about 20% covered in black material. There were a total of four Whatsapp messages from Phalak in response to my (polite) enquiries on the above problems - no conversation. Within minutes : i. “I just phoned the upholsterer, he says that's how they do it” ii. “If you want it to be stitched, I will have to come pick it up and take it back to be stitched. Will most probably be able to come pick up week after next so time. Also he will most probably charge more, as they will have to remove the covers. Let me know what you decide” And then, only after days : iii. “These are the options: 1) Keep the amount owing of R1500 as compensation 2) Couch behind cushion to be reupholstered at an additional cost of R2000 (upholsterer cost of R1000 and pickup/drop-off of R1000) 3) I pick up the couch, remove all the material and return the frame with your R3000 deposit. Let me know which option you decide on.” iv. “As far as I am concerned the sofa project is completed. If you want any changes, I suggest you find another upholsterer.” This is how Phalak addressed the two problems listed earlier. There was no dialogue. After the last message all further communications from me were ignored (WhatsApp, SMS, telephone calls). Phalak treated us in a dismissive, disrespectful and insulting way. We now have an incompletely re-upholstered couch. Very disappointing. Phalak's cut-off of communications is the reason why I have had to resort to this review.