Horrid service from Russells

"Disgustingly pathetic" doesn't even begin to describe the type of service that I have had the misfortune of enduring from Russells.

Timeline:

Sound bar and subwoofer purchased online on 24 December 2024. Sound bar was faulty and was taken in for repairs on 27 January 2025. SMS confirmation acknowledging the repair job received on 06 February 2025. No further communication or updates from Russells until I bothered to follow up myself on 20 February 2025 via telephone. I was advised that the repair process takes 7 to 21 working days, and that I would be contacted. Today (05.03.2025) is working day number 27, and yep you guessed it, zero communication! So I followed up again via telephone and was told by the agent on the other end of the line that she will be logging a complaint on my behalf. To which by some form of a miracle I would be contacted and I quote within "24 working hours". In other words, I have to wait another 3 ****ing days for something that could have easily been resolved by replacement or refund.

When I asked the agent about the refund process, her reply was nothing short of verbose garbage that made absolutely no sense.

Not sure if this ****ty service is the modus operandi that you subject your customers to, because I for one will not tolerate such. I want a replacement device or my money back within the next week. That's CALENDAR days, not business days.