COMPLAINT

I returned a faulty device that I purchased from Russells on the 13/12/2021. The phone was returned to the Butterworth store on the 24/01/22. It has been 30 working days without my query being resolved. I have gone back and forth with the Store, Customer service call centre and even sent multiple messages on their twitter account and have been promised that the query was escalated to management. At this point not even management has bothered to give me any feedback. Each time I contact the customer service centre I get automated responses. No one is taking the responsibility for this incompetency. I am completely disgusted by the service I have received from Russells as whole. When I requested to speak to a team leader I was told it is not possible, a Louisa who is a team leader in the call centre did not even take the time to contact me and apologize after being told I was irate and dissatisfied with their service instead she told the agent to ask the store to call me playing a blame game. Even Tshepo who is a team leader did not even bother to reply to my endless emails. I am completely sure that is not the way to do service recovery. The manager at the Butterworth store showed zero interest in assisting and was just nonchalant as if I did not matter. I am really shocked that a company as big as Russells would disregard and disrespect a customer like they did to me. I wish there was a bigger platform for customers to escalate queries like these. Clearly no one at Russells is bothered by customer satisfaction probably because they think that they are invincible and 1 customer would never affect their business. It takes just 1 customer to create a buzz and I definitely will not stop until I am rightfully treated as a paying customer. I AM BEYOND DISAPOINTED!!!