No communication, no customer care at all

I bought the Armani kitchen scheme online on the Russells website - paid in full for it. An installer came to assembly it my home. One of the shelves had a huge dent - it turned out one of the boxes with the kitchen unit they delivered at my home was a reject from a previous customer at Vosloorus / Daveyton. He called the warehouse, relayed this and was advised by Lebo to go on ahead and assemble it regardless of the dent. They will get a new part in a few days and he will come, take out the defected part and put on a new one. So the installer did as advised by Lebo.

Days passed and nothing happened. On the 23rd Nov I sent an email and got a response on the 24th. In the response I was given a complaint reference number and a number phone of the complaint resolution centre and in the email it was written that the matter has been escalated for urgent assistance and progress will be relayed at first provided opportunity. Again days passed and no word from anyone. So I called the resolution centre myself on the 29th and the operator told me there was actually progress, even though it was not specified what kind on the complaint report but I should keep my phone close in case they call. Days passed again. No call. So this morning (4th Dec) I called the resolution centre yet again and after another operator checked on the complaint she told me the part was out of stock and they will contact me once it is stock.

My problem with all this is: The disrespect I am being shown. Russells has all my money now and I am left with a product I am not happy with and I have to deal with poor customer service on top of it all. No one called me to update me on what is going on. Not a single email or a mere sms. Just silence. They have all my money, their side is covered, they are all good. I am the one who still has her kitchen stuff in boxes and waiting like a fool and it looks like the wait will continue for months.

I have recently bought a lounge suite from Bradlows and a dining room suite from Rochester and fridge from Hi Fi Corp and their service was amazing. It's Russells that's let me down and as much as I fell in love with the kitchen scheme I am dissatisfied with the product I bought. I am truly disappointed. And I hope they fix this because if they don't I'd have to spend the festive season with a kitchen unit with a dent, something I did not foresee when I started renovating my house. I wanted to celebrate my achievements for this year and now this has just ruined my plans.