On the 18th of September, we went into the furniture store branch in the city of Cape Town and the whole experience just felt very shady! The two ladies were lying on the couch and the one got up to come and greet us at the door. We walked around the store looking at a few of the couches on the showroom floor even though the one we saw online was not available to view, the lady showed us a few similar couches and textures until we settled on the style, colour and material we wanted for the Harper couch we decided on.
We also specifically ordered the couch with the following specifications:
- Harper Reversible Sectional Couch with Ottoman
- Each Section: 1400 x 900 x 450mm
- Complete Length: 2800mm
- Ottoman: 900 x 900mm
- Cost: R9999.00
- Material: Linen
- Colour: Clay
- The salesperson also advised that the couch covers are all washable and easily unzipped to put into a washing machine.
I asked about the payment options and she mentioned that the 75% upfront payment was the best, where the remaining 25% will be due within a month of the initial payment. There was no computer to create the transaction, and the lady used a mobile telephone and basically went through the online process that I could have easily done myself online. I paid 75% of the payment on a YOCO machine and left the store with only an email confirming that the purchase was received.
On this received tax invoice we included a delivery charge of R1 500, bringing the total cost for the purchase to R11, 499. The couch was on sale for R9, 999. On the 30th of October, I received another email, requesting the balance of the payment which was R2 874.75, which I paid the same day via eft to the bank account noted on the invoice.
The salesperson, Leo was also noted on the invoice and I was advised in the store and on the website that delivery will take place 55-70 working days from the date of payment. However, on the invoice, it is stated that it will take 30 working days!
I waited until after 70 working days before following up on where my order was which was the beginning of the worst service EVER!
- The QR Code to track the status of your order does not work
- The phone number, nobody answers
- The email address that is provided on the invoice, is not being responded to
- The website has a button to link to whatsapp, which goes to a salesperson by the name of Mustapha, he answered the phone initially but after a few more weeks of trying to track the order, stopped responding to my messages and did not answer my calls
- When using a different phone number, Mustapha would answer the call but did not take calls when he knew it was about my order
- The email address on the website, nobody answers
- The three phone numbers that are listed on Instagram are not being answered
- The branch in Cape Town CLOSED DOWN!!!
It has been 137 days since placing the order, with very little to no contact with the company at all! Then on Friday, I got a 5-second call from Mustapha saying the driver was at my gate. I immediately ran out to open the gate and they carried in three items that were wrapped.
Judging from the size of the wrapped couches, it was definitely not going to fit in my apartment! I asked the two delivery gents to please assist me with unwrapping, still hoping and praying that the wrapping is what made the couches seem more bulky. To my dismay and COMPLETE frustration at this point, the couches were not made with the specifications it was supposed to be! They do not fit in my apartment AT ALL!
I immediately tried calling Mustapha, as this was the only number I was given and he ignored my call! I messaged him, thanking him but informing him that the couches were not what I ordered and had completely incorrect measurements! I asked him what the process is now to have this corrected and again he did not respond. I used my mothers’ phone, which he immediately answered and promised to call us back to share the process with us. Which he of course did not, and he is not taking any of our calls.
The huge couches are filling up my entire living area and apart from it being a HUGE inconvenience, I am mentally preparing myself for a mountain of stress and anxiety over a refund being an issue if there are any damages to this couch. The covers of the couches are definitely not removable as promised as the stuffing of the couches and the pillows have been placed directly into the sleeves.
It has been four and a half months of patience, prayers and a mountain of stress and worries as we have been trying to make do with what we currently have. The anxiety of not knowing what the next steps are has taken a toll on my mental well-being and I have gone to hellopeter.com and took to social media to express my frustrations, to no avail. The amount of poor reviews for this brand is truly heart-breaking and frustrating to think how many people are falling victim to this company and yet while we are all scratching our heads trying to figure out what to do, Lifestyle Home is running numerous adverts and sales on their website and social media platforms!
Writing this blog post to hopefully reach the right people, and steer others away from the worst customer service and just unnecessary turmoil when planning for the future. Four and a half months just for the wrong thing to be delivered is certainly not worth the investment spent!
The delivered couches have the following measurements:
- Each Section: 1600mm x 900mm x 450mm
- Complete length: 3200mm
- Ottoman 1100mm x 1100