Appalling Customer Service & Managerial Accountability @ Russells Furniture Store

On the Monday, 6th January 2020 I made a cash payment for a Bedroom suite and a queen base set at a Mthatha branch Russells furniture store. The sales lady checked availability of both items which they were listed as available at the warehouse ( 3 stock items for the bedroom suite, and 1 for the base set). That same evening I received a call w.r.t arranging delivery for Wednesday, 8 January 2020. On Wednesday, the bedroom suite arrived (Which was defective) without the base set. I returned the defective product, which was the last time I heard from Russells. After several inquiries I was informed that the warehouse manager is not yet back from leave to deal with my return complaint and that the base set at the warehouse was defective, so they could not deliver it they are waiting for stock to arrive on Friday the 10th. Not satisfied I logged a complaint (***). The delivery has been rescheduled from the 10th to the 13 to the 15th to the 16th (The left hand does not know what the right hand is doing). Today the 17th January 2020 I am told that delivery of the bedroom suite is on its way without the base set. When I inquired about the base set the gentleman's response was "its dark at the base sets section the lights are out, so I do not know". I asked to speak to the warehouse manager (as it was the warehouse that called me) he rep****, and said they're not available. The most frustrating part about this whole ordeal, is the lack of communication s****s from Russells. Even customer care consultants promise to get back to me, but never do. Not once did they pick the phone up and inform me of the status of my complaint, delivery or return.

I am appalled by the service they offer, not to even mention the big message on their walls of "same day delivery". The sales person's number is now inactive, and the store is not answering the phone. Customer care refuses to give me the Regional mangers office number, they say I must contact the store (The same store that is not answering the phone).

Never again shall I set foot, or recommend their product or service to anyone.