Complaint Regarding Poor Service and Incomplete Delivery

Dear Bawas Furniture Team,

I am writing to formally express my disappointment and frustration regarding the service I received with my recent online order.

When placing the order, I specifically requested a grey/silver lounge suite with chairs. However, just one day before delivery I was informed that grey was not available and that beige would be delivered instead. Although this was inconvenient, I agreed to the change in order to avoid further delays.

Prior to delivery, I also asked the consultant whether the table would need to be assembled. I was clearly told that everything would be delivered as is and that no assembly would be required. Unfortunately, when the delivery arrived, nothing had been assembled, which caused unnecessary inconvenience.

On the same day, a television was also delivered, but there was no remote included. I immediately contacted your team to report the issue and was informed that the remote would be delivered on Tuesday, 4 March, when the delivery team comes to Durban. To date, I am still waiting for the remote.

In addition, I was informed that the old television would be collected and replaced with a new one. This has not happened, and attempts to contact your team have been unsuccessful. The same contact I used for the online order is no longer responding.

This entire experience has been extremely disappointing and far below the level of service I expected. I would appreciate an urgent response and immediate resolution regarding: • The missing television remote • The replacement of the television as promised • Clarification on the incomplete delivery and lack of proper communication

Please treat this matter as urgent. I expect a prompt response and resolution.

Kind regards, Hannifa Mohamed