PATHETICALLY DISGUSTING AND APPALING SERVICE FROM RUSSELLS & JD GROUP!!!!!

I'm writing today to share a most unpleasant and distasteful experience I am currently having with Russells furniture and the JD Group. On the 3 March, my wife and I went to the Russells store in Amanzimtoti to purchase a dining room set and a lounge set as she had recently been pre-approved for credit to the value of R50 000.00. We met with Vanessa, the store manageress and the experience with her was most pleasant. She proceeded with the application on-line and whilst awaiting a response asked us to look around the store. We shown around by Noksi, sale person, who was also very helpful and courteous. Whilst deciding what we were interested in, Vanessa came back and informed us that the application was successful for the full amount. Great!! Having already decided what we wanted we proceeded with the sale and was taken through the paperwork process, insurances, etc. The goods had come to an amount of around R48 000.00 with the HP, delivery and "other" charges which could not be explained. We finalised all the paperwork and was told to expect a call for delivery of the goods. My wife received a call for delivery arrangements on the Monday and requested that the goods be delivered on a Saturday when we both were off work. We were told that this was not possible as they were busy with a stock take. Having no other option, we made arrangements for someone house sit on the Wednesday, having received assurance that the goods will be delivered by 10:00 that morning. At 16:30 on Wednesday there was still no sign of the delivery truck or any phone calls to advise they would be coming late. The delivery guys eventually rocked up at 17:30 that evening, after wasting the house sitters whole day. the lounge set was delivered and assembled with no problems. The side board cupboard that accompany the dining room table was also delivered, fully assembled except for the handles of the drawers. The dining room table itself arrived in a box completely dismantled. When asked, the delivery guys said they were only meant to deliver and could not do any assembling as the job was too "complicated" for them (even though they arrived with a tool box). it was shocking to note that they could not even ***** the handles onto the pulling draw because it was too complicated to put in 2 *****s per drawer. I took pity on the guys due to the late hour, offered them some thing to drink and sent them off. the next day, i attempted assembling the table myself and after sweating and struggling alone for almost 90 minutes, I realised that the pre-drilled holes on the table legs were drilled on the wrong end, rendering the entire table totally useless!! We called the store the next day for the manageress to lodge a complaint with the warehouse. We received a call and a lot of apologies from their warehouse people saying that it would take up to a week for the issue to be resolved. After numerous calls from our side we were eventually contacted back and told that the delivery would be made on Wednesday, 14 March. Again, house sitter arrives in the morning, waits the whole day, no show. the guys eventually show up at 16:10 and bring another table in a box and another side board cupboard, this time disassembled and in a box. Delivery team gets in the house, removes the old stuff and brings in the new table and new sideboard (disassembled in a box). PLEASE NOTE, THEY CAME AGAIN WITH A TOOLBOX! The guys open the box of the side board cupboard, decide that its too "complicated" and then leave again. I get home and realise that the new side board top has been damaged in transit and one of the corners dented. I immediately phoned Russells call centre (toll free number on box) and spoke to Tracey. Explained the whole story and was told that she will escalate the matter.

This morning (Friday) on the way to work, we get a call from Shastra at the warehouse, inquiring whether the goods were delivered...what happened to the escalation??? I repeated the whole story to her for the umpteenth time and she was just so relaxed about it, all she could say was "ok sir, ok sir" No commitments could be given and no reassurances that the issue would be resolved and when, despite me asking. Apparently she would have to get hold of the paperwork from the driver for God knows what reason as I was not disputing that the items were delivered or not. I insisted that someone comes through tomorrow to either fix up the stuff or take it away. its now 19:20 and I've received no feedback. Meanwhile the Lady from the store, Vanessa, offered to send her store staff tomorrow to assemble the table as she said that lodging another complaint would only delay the process by another few weeks! I've had a most disgusting and appaling service from Russells. I notice from other reviews that these people dont reply to customer complaints or reviews on Hello Peter. I therefore dont expect any responses from these people, I would just like to advise all of good people out there not to make any purchases from any Russells store or any other store that belongs to the JD Group. All of their "courtesy calls" are a load of bull****. Stay far away from these stores if you enjoy happiness and want to stay away from frustration in your life!

Next stop, Consumer Watch with Wendy Nola!!!