Bad service at russells

Bad experience at russells. Bought a bed set online and the condition it was received in was very bad! How could they deliver a bed that looks mouldy and had dents in it. What makes matters worse is that I had to pay R295 extra for delivery. When I called customer service I had to explain the situation for 22minutes wasting my airtime and the outcome was "they will escalate the matter". I'm very dissapointed