Start with the web address, because the obvious one is wrong. Decofurn Furniture, the warehouse furniture retailer, is at decofurnsa.co.za. The address decofurn.co.za belongs to a completely different business: a fashion apparel, footwear and homeware distributor behind THE HUB, CB Stores and Topline. Same word, different company, no furniture.
Decofurn Furniture contact details
- National hotline: 087 04 94 155
- General enquiries: [email protected]
- Proof of payment: [email protected]
- Returns and exchanges: [email protected]
Call centre hours
- Monday to Friday: 09h00 to 17h00
- Saturday: 09h00 to 16h00
- Sunday and public holidays: 09h00 to 14h00
Weekend and public holiday cover is unusual for a furniture retailer and is worth knowing, because delivery problems tend to surface on the day the delivery was meant to happen. Note that some third-party listings give shorter weekend hours than the ones above, which come from Decofurn own contact page.
Three mailboxes, three different jobs
The split matters. Sending a proof of payment to the general address, or a return request to the payments address, is the usual reason nothing happens. Proof of payment goes to pop@, returns and exchanges go to returns@, and everything else goes to info@. Put the order number in the subject line of all three.
Before you buy
- Confirm whether the price includes delivery, and what the delivery area and lead time are for your address
- Ask whether assembly is included or charged separately, since flat-packed furniture is the norm here
- Measure the doorway, the stairwell and the lift as well as the room; a sofa that does not fit through the door is not a defect
- Keep the invoice and the delivery note, since a warranty claim is settled against the purchase date on them
If something is wrong with an order
- Inspect on delivery and note any damage on the delivery note before signing, because signing clean makes a damage claim much harder
- For a defective item the Consumer Protection Act gives you six months to return it, with the choice of repair, replacement or refund yours
- For an unresolved consumer complaint, the National Consumer Commission handles complaints against suppliers
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