BETHUEL F

DECOFURN REFUND-AMAROSA-Extremely Poor Service & Unfair Call Out Fees

I am writing to formally lodge a complaint against DecoFurn due to the consistently poor service I have experienced following a furniture purchase of approximately R25,000. From the outset, the experience has been unacceptable. At the point of sale, I was never informed of any waiting period for the dining table. Had I been advised that the item was not readily available and still required transportation, I would have made an informed decision before purchasing. Since the purchase date, there has been no proactive communication from the store regarding the status of my order, which is extremely disappointing. The situation worsened on delivery days. Despite paying for installation, the delivery team refused to assemble the double bed base and headboard, claiming that no installation fee had been paid. This is incorrect. I was explicitly advised by the sales consultant that installation must be paid per item, and this was captured on DecoFurn’s system. It appears that the issue stems from an internal capturing error, which I should not be penalised for. To make matters worse, the store is now demanding a call out fee to return and fix outstanding installation issues, including: • The headboard and bed base assembly, which was mishandled on delivery; and • A coffee table that is uneven, clearly indicating improper installation. This would be the third visit, and I am being asked to pay yet another fee — despite the fact that these issues are the direct result of poor service and internal mistakes by DecoFurn, not my actions. The handling of my complaint by store management has been equally appalling. Rather than assisting, I was met with indifference and repeatedly told about “company policy,” and even made to feel as though my concern was dismissed as my word against the salesperson’s. This is unacceptable and deeply insulting to a paying customer. To be clear: • I paid for installation. • The failure to complete installation correctly is not my fault. • I will not pay an additional call out fee to fix errors caused by DecoFurn. • The store must send a delivery/assembly team to rectify the outstanding installations at no cost. After spending such a significant amount, the level of service received has been far below acceptable standards. I believe I have been unfairly treated, and this matter should be rectified immediately. I expect DecoFurn to take full responsibility, resolve the installation issues promptly, and improve its after sales communication. Until then, I cannot recommend DecoFurn to any customer. I trust HelloPeter will assist in escalating this matter for resolution.