Gomma Gomma & Bradlows

In January 2020, I bought my mom a 3 piece Gomma Gomma recliner set at Bradlows Brits branch. In 2021 the couches started peeling and my mom reported the issue at the store. She was told that the store will send someone to assess the damage as to process the claim. My mom returned to the store to follow up and was assisted by a lady who told her that she needs to take pictures of the couches. My mom then explained to the consultant that she does not have a phone with a camera. The consultant then told her that they will load the claim and take it from there. To date no one has come. My mom has done countless follow ups and every time she is assisted by a different person. My mom has since reported the matter 5 times in the period 2021-2024 and was taken from pillar to post. In September 2024 I went to the store to follow up on the issue, I was told the person who has records of complaints was on leave and will return in October. On the 10th of October 2024 I went back to the store to follow up my moms complaint. I was told that no claim was loaded on the system and that the warranty is only valid for 3 years. Nonetheless, the claim was loaded just to see if the claim will be accepted. On 11 October 2024 I was told the claim will not be accepted as it is out of supplier warranty. I am appalled by the service that Bradlows has given my 70 year old mom, the disarray of the stores processes has led to this disheartening situation. Lastly, I am dismayed at the terrible quality of the couches. My mom has a back problem so she never sits on these couches she sits on he dinning chairs which give her proper back support. The couches are only used by visitors, I was shocked to see the state of these couches that no one barely sits on. I have lost faith in a brand that I believed was reputable and of high quality.