emilian P

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 #200320589 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 returns@decofurnsa.co.za exactly as your published returns policy instructs. No reply. Day 2 (24 Apr): Two cases were opened - 00208458 (Michelle), 00208547 (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 (00208601, 00208602, 00208603) 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 087 049 4155 and 021 100 3945 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 #200320589. Cases 00208458, 00208547, 00208601, 00208602, 00208603.