Non existent service

<p>I bought a lounge suit from Joshua Doore in Nelspruit about three years ago. The lounge suite is peeling on the arms and the backs on more than 50 % of the seats as well as the one seat has collapsed. I phoned the toll free number for Russells ***on 26/6/2017 and logged the call. I was told that I would be contacted within 3 - 4 working days so that they could arrange for someone to come and take photos to assess the suite. I was contacted and told that they would collect the loune suite and take it to the warehouse where they would take photos and get the supplier to check as well. I expressed by dissatisfaction as I do not have another lounge suite and would have no where to sit. I spoke to the warehouse manager to ask how long this would take she was not very helpful and said anything from 7 days to three weeks! I again said I was not sattisfied and all she said was that is the policy. I then conctacted the toll free number again on 30/06/2017 to express my concern about not having a lounge suite to sit on, i was informed that the call would be logged and some one would come back to me. Two maybe three days later I phoned again as nobody had contacted me and was again told would escalate it I am still waiting for the call 12/07/2017. I then contacted the Head Office (011) ********** and asked for the manage they put me through to Annaline who assured me she would come back the following day three days later I phoned again to find out what was happening and Annaline said " Has the Regional manager not contacted you?" to which I rep**** that no nobody had contacted me. She again said leave it with here and she would get the regiona to call me. I then got a call from the Branch manager who had not idea what the complaint was about and I had to repeat the story over again he said he would call the warehouse and come back to me the same day Well it has now been three days and not call I have left 3 messages in the branch as the manage has always just stepped out and will call me back to still waiting for the call. What has become of service in this country I am very upset that they think so little of their customers who spend thousands or rands in their stores. </p>