Broken promise

My husband and I recently purchased a lounge suite from Russell's in Broadwalk, Durban. While we were happy with our purchase there was a fault in the 2 seater which we reported immediately that was on the 19th June 2021. The saleslady promised it will get sorted out and exchanged. She logged a complaint for us. Giving them time to resolve I waited a few days. By the 4th day phoned the customer care line where I was told they need photos, note I already sent these on the 19th but I resent anyway. By Friday the 25th June I still had not heard anything more and I called again of which I was told an order for a new 2 seater was ONLY dispatched in the 25th. I was angry and I vented like any customer would for this to be taking such a long time especially when they told me it takes 24 hours to respond. Eventually on 30th June my 2 seater was replaced. Thank you Russels for helping me lose faith in you and due to your lack of service I will never purchase from your stores again. Your people need to learn the term OVER PROMISE AND UNDER DELIVER. Which means promise 5 days and deliver in 3