False promise of warranty and support for furniture products

Truewood promises warranty and support for their furniture however when they are required to assist you get ********** service. I have spent thousands of rands at Truewood buying various big furniture items over the years. I recently called them to assist with a leather couch which has a whole. The experience of chatting to the team that deals with these types of queries left me feeling cheated. The guy was very rude, completely disregarding my position as a long term client of Truewood, over multiple years buying from the same store.

I tried to escalate the matter through the store, however they flat out refused to assist. They claim they bought the item from another supplier whom they no longer do business with. This was new to me, as they have always said they build their own furniture with a good network of product supplies thus they are able to support their products for a lifetime.

I was not claiming warranty, I was going to pay for the product to be fixed, if needs be, however, as I say, they were simply not bothered. I am highly disappointed as I sit here with a house full of truewood furniture, from lounge suites, to wall units, bedroom suites, children's beds, etc.

I'm not sure if I'll ever spend another cent at their store going forward. Thr experience has been exceptionally underwhelming.