Title: Couch – Promised backrest Replacement - decision Reversed After 2 Months

I purchased a brand new couch from Mattress and couch in early March 2026. Shortly after delivery, the headrest material began to discolor and peel.

I reported the issue immediately and sent photos. The salesperson confirmed that the factory had reviewed the issue and suspected it was due to detergent. Despite this, they offered to replace the affected backrest at no cost, stating the part would be ordered from overseas and ready for me by the end of April.

I accepted this resolution in good faith.

From there, I followed up on whats app:

6 March: Follow-up Mid-March to mid-April: Repeated follow-ups with salesperson reporting no progress 17 April: Told stock had not yet been received I explicitly asked for confirmation whether the order had actually been placed and was on the way

On 3 May, I went into the store in person due to the lack of feedback and spoke to the salesperson.

Then on 5 May, I was suddenly told: “nothing can be done.” This after them stating that they would get a replacement piece, and me thanking them for that.

How does a confirmed replacement suddenly turn into “nothing can be done” after two months of delays and follow-ups? Even the salesperson admitted confusion, stating that the same person who previously approved the solution had now changed their stance.

This reflects:

Lack of trust Misleading commitments to customers Lies

I am now doubting any integrity at all from this business. If you do buy, you need to treat it as voetstoots , I would caution other buyers to be mindful that commitments made in-store may not be upheld.

Buyer beware and be informed.