Formal Complaint - Incorrect couch delivered

Good Day,

I would like to formally lodge a complaint regarding poor service received from the Lewis Protea Glen Branch concerning a couch I purchased through a Lewis account.

I purchased an Alaska Couch, with the first debit order scheduled for 26 May 2026. However, upon delivery, I noticed that the couch delivered was not the same couch that was shown to me in store and agreed upon during the sale.

I reported the issue on 18 May 2026 to the salesman, Jackson, who advised that the store manager would only return on Thursday, 21 May 2026, as she was allegedly the only person authorized to approve stock exchanges.

On 20 May 2026, I visited the store again to follow up on my complaint and was informed that the matter had been assigned to Msindisi. He acknowledged that the mistake was on the store’s side and advised that another couch would be fetched from Randfontein. He promised to provide feedback before the end of business on 20 May 2026, but no communication was received from him.

I then had to return to the store myself to follow up again. Msindisi then promised that the correct couch would be delivered on Thursday, 21 May 2026, but once again, no communication or delivery took place.

Thereafter, I contacted Jackson again and requested that my contract be cancelled and that the incorrect couch be collected. He asked me to allow until Monday, 25 May 2026, for the correct couch to be delivered. Monday has now passed, and still no communication, update, or delivery has been provided by the store.

It is unacceptable that, despite the mistake being entirely the store’s fault, I am expected to continuously follow up myself while receiving no proper assistance or communication. The branch appears to be quick to process sales and debit orders, but extremely poor when it comes to customer service and resolving issues caused by their own negligence.

As matters currently stand, the debit order is scheduled to go through on 26 May 2026 while I still have the incorrect couch in my possession.

I therefore request the following urgently:

1. Immediate cancellation of my Lewis contract/account relating to this purchase. 2. Collection of the incorrect couch from my premises. 3. Refund of any debit amount that will be deducted on 26 May 2026. 4. Written confirmation that this matter has been resolved.

I am extremely dissatisfied with the service received from the Lewis Protea Glen Branch, especially considering this is the second time I have experienced issues with the same store.

I trust this matter will be resolved urgently.

Kind Regards, Thando Mhlanga Mhlanga 0639194269 1064-011393-04