Disappointed and disgusted!

On the 28th of June 2023, I purchased a bed from Diego at Russels Atlantis. I have been in contact with Diego since May month and I specifically told him that I do not want a foam bed, as I am well aware of the quality of a foam bed because I currently own one which I bought from Sleep masters in 2018. My clear instruction was that I wanted the best quality double bed, regardless of the price because my room is too small for a Queen size bed. Diego told me that the bed was not foam and I continued to purchase.

I was busy redecorating my room at the time of the purchase and therefore I did not sleep on the bed until the 7th of July. Luckily I did not remove the plastic from the mattress. The morning of the 8th of July when I woke up I could immediately tell it was a foam mattress. I contacted Diego and he told me that I asked for foam mattress which was never the case, as I could quote the conversation we had as to why I did not want a foam mattress.

I went to Russels on the 8th of July 2023 and Valencia from Sleep masters was assisting at the store for the day. She assisted me and explained to me the way forward and for the remainder of the time I worked through her as she was the only one able to assist me.

Somewhere in August Valencia informed she was waiting for my account to be credited. On the 22th of September 2023 I went in instore, selected the bed and then made payment. I was assisted by the new store manager at Russel's; an Islamic lady not sure of her name. On the 4th of October 2023 before 16:00 the manager of Russels Atlantis called and informed me that my bed had arrived and asked when would be suitable for delivery. I said to her that I am home and she said that it was already too late in the afternoon for a delivery to take place. I agreed that the exchange takes place on the 5th of October 2023 and that my sister would be home.

On the 5th of October 2023 I received a missed call at 15:19 from Russel's Atlantis ***). I was on my way home at this time however the phone only rang for about 5 seconds. When I got home I asked my sister if she received a call and she said yes but the phone went down before she could answer. I called the store a15:43 and spoke to the manager. She informed me that the bed they received was the wrong bed and that they could not make the exchange. It is extremely odd that she calls me to inform me that my bed had arrived and then suddenly the next day it was not my bed.

I am just fed up with waiting and waiting and no one properly communicating or even taking responsibility. The manager insisted that it is not her fault instead of looking for a way to resolve the issue as quickly as possible. I have never had this type of treatment from any store. I specifically chose Russel's to purchase a bed from but I do regret it 1000%!!!!! I was a cash paying customer and did not take this bed on credit. I could have taken my money elsewhere and get much better service than spending my money in one place and not even enjoying the benefit of it yet!!!!