My elderly mother ordered a sofa from this branch after the staff told us the size was 220 cm, which is why she agreed to the purchase as it would fit her living room. When we checked the product details on the website at home, we discovered the sofa is actually 230 cm, which is too large for the space.
Within 24 hours of placing the order, we both tried calling the branch many times, left voicemails, and sent emails but received no response. Because no one replied, my mother had to go back to the store in person.
At that point we were told the order could not be cancelled because more than 48 hours had passed, even though we had already tried to contact them well within that time. We were also told that the correct size had been explained to my daughter, which is simply not true, as my mother was present throughout the entire purchase and was the person making the decision.
What is most concerning is that the 48-hour cancellation policy and “exchange only” rule were never explained to us at the time of purchase.
Very disappointing experience. Incorrect information, lack of communication, and poor customer service. I hope the company takes this seriously and improves how customers are treated.
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