Discounted After Sales Service at Decofurn
It becomes increasingly difficult when you want to support a local SMME but their service is not up to scratch.
A few years ago we decided to support local furniture chain Decofurn. We visited their Centurion outlet and chose a few items for our home; a storage bed base, a wardrobe with an additional 3 door linen storage on top, 2 gaslift stools, and a 3 seat recliner couch.
The delivery was quite quick, and in no time we had a newly furnished home. But the home didn't look newly furnished for long.
A few weeks in, the door handles from the wardrobe started to snap in half, then the hinges from the wardrobe doors and the 3 door top unit would keep coming out, and eventually one of the hinges snapped right off.
Decofurn Wardrobe Door Hinge
But those things can be as a result of wear and tear, although we weren't over using it, in fact we hardly used it because we were hardly at home.
These are small things which can be overlooked - well we did.
It was when the material from the stools and the couch started to peel off, that it got a bit much.
Eventually everyday when we sat on the couch we would leave with pieces of material on our clothing or on the floor, to a point where we had to cover the couch when visitors came over just so they could sit on it.
It's actually quite embarrassing to have guests because they can't sit on the couch or the stools, and both look like they are at least 20 years old and our pet has been ripping it apart over the years. We don't even have a pet, and we've had the furniture for about 3 years now - with it peeling off after a year of having it.
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Due to lockdown, we have been home more which means we want to sit on the couch or stool more, but we end up sitting on the floor so we don't have to clean up the mess which both make after we sit on them, and we've just covered the couch because it has become such an eyesore now in our home.
We did what any paying customer would do when they are unhappy with a product, we messaged Decofurn to see how it could be resolved.
We don't post on social media first or write an article or bad review, we first give the business a chance to rectify the problem, which we thought Decofurn would do.
We sent a message on 5 October 2020 to inform Decofurn of the issues that we had, to which they replied on 6 October 2020 to say the matter had been escalated.
When a matter is escalated you usually expect a response within a few hours, or at worst a few days.
Days went by and we didnt receive any communication from Decofurn.
On 25 October 2020, we sent a follow up message to say that we hadn't received any communication - to which Decofurn replied on 27 October 2020, to say that they will follow up.
Today is the 13 November 2020, and we still haven't received any communication from the matter which was escalated on 5 October 2020.
It's sad when we are living in times when businesses are suffering the most, yet businesses are slacking in terms of providing quality products and they also lack basic customer service.
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Ziyaad Plaatjes is the Co-Founder of iloveza.com.
He is a Bachelor of Commerce Honours graduate and has been running businesses since the age of 13. Ziyaad is a registered Financial Advisor, but has taken on many roles in various industries over the years. With his entrepreneurial skills and vast knowledge he assists individuals and businesses to grow and achieve their goals.
Find him at: Instagram: @ziyaad_86 / @ilovezacom Twitter: @ziyaad86 / @ilovezacom Facebook: iloveza.com LinkedIn: Ziyaad Plaatjes / iloveza.com YouTube: iloveza.com SoundCloud: iloveza.com E-mail: ziyaad@iloveza.com
