Poor Workmanship Round 2

Hi Olivia,

After posting a private message to you at 13:47 today on my previous compliant and making 5 calls to Alpine Lounge on the number provided by Lebo from Masons with no answer (you are welcome to review the calls on my phone), I eventually decided that the only way I am going to get a response from Alpine Lounge on my latest issue was to log yet another complaint regarding the poor repair on this site.

After I lodged this complaint did Marius call me back and made arrangements for his repair guys to visit my premises on Friday morning at 9:00 AM

The point remains, not only did I receive poor service when I lodged my original warranty claim, but the warranty repair work that was performed after having my chairs for three weeks, was of very poor workmanship - why was the repairs not checked before releasing my chairs from your workshop?

We are not talking about cheap products, your furniture is quite expensive and one expects some quality to be tied in with the price, but it seems delivering one quality is of no serious concern to Alpine Lounge.

I honestly believe that I will not be purchasing products manufactured by Alpine Lounge in the future, as in both instances (the new products I received and now in the replacement of mechanical parts) workmanship was lacking. This implies that 50% of the goods I received on both occasions had faulty workmanship on it.

I do not believe that 50% is an acceptable level and I am hoping Alpine Lounge feels the same and will investigate this matter properly and institute corrective action in your workshop area/factory floor, as this indicates every second piece of furniture is released to the public with blatant flaws.

Hi Olivia,

As the saying goes, talk is cheap . . . . . .

If my complaint has in fact been escalated to your Sales Executive, then words fail me, as I can only complain if there was any sign of service from your company - sadly I have to inform you that there is absolutely no service delivery and all you guys can offer is empty promises.
In all honesty, as my experience shows, Alpine Lounge simply do not care. I hope this attitude will reflect on the future success (or lack thereof).

So here we are:

1. During the original manufacture of my La-Z-Boy products purchased, it was obvious that there was no quality control in your assembly facility, as the parts were blatantly assembled incorrectly, resulting in the rapid wear of the mechanical parts.
2. My chairs were then at your facility for warranty repairs and after being there for THREE weeks and my posting on this site, did you guys hastily repair my chairs and delivered them to me.
3.  I then performed a quick inspection and found the exact same assembly error and contacted you guys.
4. The offer was then made to come and reassemble the chair at my residence, which as we found out, could not be accomplished onsite and my chair was once again taken to your assembly line with the PROMISE that it will be returned the very NEXT day
5. Things went wrong and the guys fixing my chair broke some of the parts and there was none in stock. Here was a glimmer of hope, because this time you guys phoned me, informing me of the issue and committing to have the parts couriered from Cape Town and return my chair to me on Monday 11 July.
6. Guess what happened Monday?  NOTHING!!! Yet again I made the call to Marius finally on Tuesday to find out where is my chair and what is the progress.  I understand that due to the situation in the country, Alpine Lounge made the decision to not let any of your vehicle out of your facility. I was however assured that my chair is ready for delivery and in fact is right on top of the list to be the first unit to leave your premises.
7. It is now Friday 16 July, the rioting and looting has mostly settled down to the extent that most Businesses have returned to operate as normal . . . . . yet no feedback and no chair. So once again I try to make contact with Marius, but it appears that he is refusing to respond to my Whatsapp messages and take my calls, as I have sent a Whatsapp at 12:09 (he read it, but did not respond), I then called him at 13:13, 13:48, left a voicemail at 13:49 and followed up with yet another call at 14:01 - still no response.

So it would be greatly appreciated if you could escalate my request to someone within your company that have some degree of willingness to respond and inform me what is that status on my La-Z-Boy

Are you guys not embarrassed at this dismal level of service you are providing?

Regards