PATHETIC AND UNACCEPTABLE SERVICE BY RUSSELLS RANDBURG

On the 4th of December I purchased a bed cash from Russells Randburg to be delivered to my parents' home in Ngcobo in the EC and my village is literally 3km from town where their local branch is situated. I was subsequently charged a discounted price, which I appreciated earnestly plus a supposedly delivery fee which I felt was too much considering the distance. but I let it slide because I assumed that was a flat rate. When I asked when would the delivery take place, I was told that they couldn't tell for their warehouse has a delivery rooster that they follow. However, I was assured that it would be within last week still, failing which before the end of this week, but I would be called and updated by when it would take place. To my disappointment and frustration, there was no delivery nor update thereof, hence I decided to call the store on Wednesday and find out, only to be told that the delivery would only be on the 30th of December. That didn't sit well with me and I decided to wake up and personally go to query the unacceptable delivery date. Met up with Mpho the branch manager and I thought all was well at least I was received by a decision maker with authority that can make things happen. Of cause I was told the date has since been brought forward to the 15th which falls on a Sunday and my elderly parents that stay alone are at church the whole day Sundays. Mentioned this predicament to Mpho and even suggested that she should action an IBT and get their Ngcobo branch to deliver rather than a warehouse that is out in East London, and in that way delivery could happen yesterday already or today at the least. Mpho told me to leave as she was going to first call her area manager for authorisation for the supposedly R500 delivery fee the Ngcobo guys charge apparently, and she would call me and give me an update thereof. that made perfect sense to me. Once again, Mpho who never ceased to disappoint me never called me. this morning, I again visited the store for the delivery never took place yesterday nor did I hear from the Branch manager. Needless to say, I am a stroke survivor and there is no parking closer to the store, which means I repeatedly had to brave the about 150m walk from the behind parking to the store. Only to be told the one bed that the Ngcobo branch had in store yesterday was sold out to another customer. Subsequent to that I requested a refund for I was travelling home and needed to purchase another bed from whichever retailer would have stock when I get to Ngcobo, and Mpho who knew the trouble I have been through at the backdrop of my predicament was once again not able to make an executive decision and expedite my refund process. As a result, I requested that she puts me through somebody with more authority who hopefully would appreciate my trouble and frustration and do the right thing (put the customer first). But clearly there is no such at Russell's because even Nhlanhla that she put me through from their head office couldn't come to my rescue other than irritating the hell out of me. The branch doesn't even have the basic working copier. The branch manager had to run next door when I asked for a copy of the refund request form so I could have something I could hold onto seeing that I had to leave my POP behind. Now I am going to sleep on the floor in my condition thanks to the efficient Russell's Randburg and their Branch Manager who told me that I should wait for 7 working days for my refund to be effected even though it is no fault of mine that the deal fell through the cracks.