:complain on defects Ref no/2/2019/213/6371 - Consumer Complaint for Bradlows - Head Office

I am writing to you regarding reference number (no/2/2019/213/6371).

Information of the complaint:

1.During November 26, 2019 I purchased AVATAR MK2
3 piece Lounge Suite cash worth R37999.95 including delivery (invoice number 927401332)
•On this day I was informed that someone from call center will call to arrange delivery without any ref number but my invoice
•Indeed on the 27 November 2019 I received a call, telling me that they want to deliver the lounge
2.During November 28, 2019 the lounge was delivered around 18:00 PM(see delivery no 8811100357 attached)
•After an 1 hour of delivery, I carefully inspected the Lounge Suites and found some defects.
• Upon seen these defects I took pictures (see pictures attached)
3.On the 29 November 2019, I went to the shop to complain about the defects
•On this day I talked to the Sales person, who referred me to the manager who handled my discount when I purchased the Lounge Suite
•The manager informed me that I must not worry he will send someone to come and collected the coach so that they can exchange them but I must wait for that person to call me.
•Note that the manager managed to see the photos on my phone
4.On the 02 December 2019, I did a follow up and I was told the following
•that the delivery team is very busy with delivery for other customers
•The manager requested me to be patient and promise that my matter will be resolved soon and I understood
5. Sometimes mid December 2019, I went back to the shop to do follow up.
•This time I found new manager (Onica) and The new manager told me that my case is not registered.
•The sales man tried to intervene to Justify my issue but we end up agreeing that they will send the lounge to repair instead of exchanging
6.Early January 2020, I received a call from one of Bradlows representative requesting to come to my house to inspect the Lounge Suite
•Upon his arrival at my house, He took some pictures and said someone will come and collect the Lounge suite
7.Month of January passed without any person coming to collect the lounge suites
8.On the 8 February 2020, I went back to the shop to do follow up.
•This time I demanded that they refund me money
•Upon making this demand, the manager made some few calls and we came to agreement that I should give her at least 7 working days to sort the issue because is handled outside her department
•I agreed to her request
9.On the 15 February 2020, the lounge was collected. (see attached collection document)
10.On the 25.03.2020, They returned the lounge suite without being fixed and I refuse to take it back.
11.To date I don’t have the lounge suite that I bought.
Note following
1. Bradlows has infringed my rights to safe, good quality goods without any defects. This means that Bradlows failed to comply with section 55(2)(b) of the CPA.

Your quick resolve of this matter will be highly appreciated

Tel: 0745666062 Cell: 0637272582