Defective and Poor-Quality Couches – Refusal to Refund

I placed an order for couches on 6 October 2025, specifically requesting firm cushioning/density as per the sample chair I tested in-store. The couches were delivered on 23 October 2025, three weeks later. Upon delivery, I immediately identified several quality issues:

The corner couch leather covering was loose and appeared worn, as if it had been used before, and it was also a different shade from the rest of the L-shaped couch.

The right-hand section could not be properly attached, leaving a visible gap due to incorrect measurements.

The stitching and finishing on the back cushions were inconsistent — some were closed on the side, others on the top.

The chaise section (leg rest) cushion was uneven, narrowing toward one end.

The same section also showed light discoloration, suggesting exposure to moisture or poor leather treatment.

I immediately contacted the Centurion branch during delivery, but was told that Christo, the responsible staff member, was off duty and that the delivery team could not return the couches without his instruction. I then followed up with Christo the same day, expressing my dissatisfaction and requesting that the couches be collected and a full refund issued due to the product’s poor quality and failure to meet specifications.

Despite several follow-ups, six days have passed (as of 29 October 2025) and the couches have still not been collected. Christo has since informed me that Truewood “does not have a refund policy,” which is contrary to the CPA.