*********** and dishonest bunch!

On the 7/01/26 I bought 2x Cozy Nights Turnberry 3/4 beds online. Upon concluding online transaction, an sms generated saying 2-5 working days. On the same day, an sms came through which quotes "we will be delivering the beds on the 12/01/26...make sure there is someone at home". Upon receiving this solid confirmation, I proceeded to make arrangements with the person I was donating the old beds to come collect this morning (9/01/26) to come collect the beds at 7am. The beds left and the room was left clean and empty as should be expected as we acted on promise of delivery today. Around 12 noon today, I received another sms, with no warning to prepare me for this unfortunate event, the new sms now stated that beds would be delivered on Monday 12/01/26. Now we are are stuck with an empty room with no provision for my children to sleep as there are ceramic tiles only. My question is why was I promised a delivery date which made me suspend all planned activities so that I work around expected delivery of beds. When I called the call centre, a lady by the name of Mikateko Mhuntana (call centre agent) answered so nonchalantly with a generic reply and when I questioned her lack of etiquette and professionalism as a complaints handler who failed to initiate the first basic question of asking for my reference number in order to establish what exactly the complaint is about and how to mitigate the situation. Only after my probe and obvious frustration with her seemingly novice behaviour did she ask for my reference ***). I then asked to speak to her superior (team leader) who refused to come to the phone to deal with the matter or put out the fires. The superior's name is said to be Louisa Baloyi. My major issue is that my children (5 year twin boys) suffer from severe tonsilitis and cannot sleep on the floor. I need beds urgently as promised to me. I have been sent from pillar to post with screen shots of the minutes I spent on hold with my airtime while dealing with this matter for nearly an hour. I am told warehouse is at fault but Mikateko equally took ownership of their systems being at fault for the confirmation sms that said the 9/01/26 and subsequent cancellation for a later day.

Now I hate myself for thinking Russells is an old name that I could trust, major mistake. Nothing reputable about this store from their quality of staff at call centre level to the *********** people they work with at their warehouses. Should my children get sick, I promise you I will get my lawyers to follow up on this matter for all pain, suffering and inconvenience caused.

Regards

Dr. T. Bongwana