Five case numbers, zero answers — and a 24-hour window before I leave the country

I am a repeat Decofurn customer. Four days into a runaround I now realise my experience matches almost every recent 1-star review on this page - that is the actual story here.

Order #*** was delivered on 22 April 2026 - total R 15,494. Two days later I asked to return one side table and two folding chairs (unassembled, unused, in original packaging) and to BUY a different table and two chairs from Decofurn in the same trip. A net-positive transaction.

What followed:

Day 1 (23 Apr): I emailed *** exactly as your published returns policy instructs. No reply.

Day 2 (24 Apr): Two cases were opened - ***8 (Michelle), ***7 (Denise). Replies confused mattress/bed with the table/chair I had asked about. When I clarified, the thread went silent.

Day 3 (25 Apr morning): Denise rep**** after 19 hours of silence with: "May you kindly please advise if you had been assisted already?" No, I had not.

Day 3 (25 Apr 16:00 SAST): I sent a formal escalation email to info@, returns@ and stores@ with a 19:00 SAST deadline.

Day 3 (25 Apr 18:26 SAST, 34 minutes BEFORE the deadline): Decofurn's response was three identical auto-acknowledgement emails fired four seconds apart, opening THREE MORE tickets (***1, ***2, ***3) and promising "up to three working days" for a human reply.

Day 3 (25 Apr): I also emailed three Decofurn directors personally and DM'd one of them on LinkedIn. Silence on every channel.

Phone lines *** and *** have not connected on any of four days. Callback offers never materialised.

I leave South Africa on Monday. The window to physically bring the items in closes tomorrow.

I am asking Decofurn for one sentence: which Cape Town store accepts the return today or tomorrow. That is the entire question. Five active ticket numbers, four days, multiple direct emails to executives - and Decofurn still cannot answer it.

This is not one bad case. The Hellopeter pattern - "REFUND!!!!!", "online order and refund nightmare", "returns and refunds are a nightmare", "appalling customer service" - is exactly what is happening to me. The TrustIndex of 2.0/10 is a leading indicator, not noise.

Order #***. Cases ***8, ***7, ***1, ***2, ***3.