Paid in Full for Custom Dining Table – Table Never Delivered, Refund Not Honoured

Business: Warwick & Quinlan Person involved: Bernice Warwick I entered into an agreement with Warwick & Quinlan for the manufacture and delivery of a custom dining table. Payment history

R6,750 paid for the original pine table, delivered to Johannesburg on 04 September 2024. Within weeks, I reported defects: poor staining and severe cracking of the tabletop. On 06 January 2025, Bernice Warwick quoted R7,450 to replace the top with oak due to the defects. I paid the oak modification in full:

R3,800 on 09 January 2025 R3,650 on 14 April 2025

Total paid: R14,200 Failure to deliver Despite repeated assurances over several months, the revised table was never delivered. In March 2025, I personally flew from Johannesburg to Parow to visit Warwick & Quinlan’s warehouse to check on progress. At the warehouse, the table could not be located. I was assured it would be delivered to Johannesburg within 7 days and that resources would be allocated to finalise it. This did not happen. Bernice Warwick later claimed the table had been couriered, but:

No valid waybill was ever provided. Goeie Hoop Couriers confirmed that no table was received from Warwick & Quinlan for delivery to my address. Warwick & Quinlan’s own communications confirmed that both the original and revised tables remain in their possession.

Refund issues After months of delays, shifting timelines, and contradictory explanations, I cancelled the order. Bernice Warwick stated that a 20% cancellation fee would apply. Based on her own terms:

Amount paid: R14,200 20% cancellation fee: R2,840 Refund due: R11,360

Despite written confirmation and repeated follow-ups, the refund has not been processed. Outcome This has been an extremely stressful and expensive experience involving:

Delivery failures Misrepresentation regarding courier dispatch Inconsistent explanations Non-delivery of paid-for goods Failure to honour a confirmed refund

I am now pursuing formal remedies through the appropriate legal and consumer protection channels. I am posting this review to warn other consumers and to request that Warwick & Quinlan immediately refund the outstanding amount of R11,360.

My brother living in Cape Town offered to take the furniture in my place but they instead moved location and they have been giving them around since.