Vivense Refuses to Collect My Defective Sofa Despite Consumer Rights Approval

As of January 20, 2025, we have been waiting for Vivense to come and collect our defective sofa set, which was deemed faulty by the Consumer Rights Authority and approved for a refund. However, they have failed to adhere to the scheduled pickup dates three times now and are deliberately delaying the process. Their employees call us, saying that they cannot collect the sofas because our apartment is on the 8th floor. They promise to get back to us, hang up, and later send a template message stating that they couldn’t come due to “technical issues.” Additionally, they schedule pickup appointments arbitrarily, without providing a specific time, forcing us to wait all day. Each time, we take time off work to be available, but they never show up. There is no point of contact—customer service is unreachable, the number they use to call us cannot be called back, and they do not respond to our emails. Once I receive my refund and settle this matter, I will never go near Vivense again. Stay away from this brand; it will cause you endless frustration. They don’t even respect consumer rights. I have never seen such an irresponsible and unorganized company in my life. Finally, after giving us a fourth appointment, stating they would come in three days, we received a message today—just two days before the scheduled date—claiming that they won’t be able to come due to “operational reasons.” Consumer Rights Decision No: 061620250000407 We demand that Vivense come and collect the sofas immediately and process our refund without further delay.