RUSSELLS’ APPALLING and PATHETIC SERVICE

I bought a lounge suit on the 23rd of December cash online. I paid the delivery together with the purchase. I got an email confirmation that they suit would be delivered in 3-10 working days. I have been speaking with Puleng Tsikoe on email checking on the delivery after online tracking was no longer available. She told me they were still within their time standards and confirmed it can take up to 10 working days. On the 28th of December I received a text message stating that my order was on its way to me. This was clearly not true. I call their customer service to follow up as 10 working days have passed and I speak with Nala. He tells me the order will be processed after the 10th of January, their warehouse was closed on the 15th of December. I asked him why was this not communicated or a disclaimer put on the website that all orders placed after the 15th of December will be attended to after the 10th of January? And his response was nothing short of patronising!! I was shocked!! This is someone who was eating while talking to me. His attitude made this whole thing just worse, it was such pathetic service from him. I asked for his surname and he told me “I am not obliged to give you my surname” I asked for a reference number and he said there isn’t one for this is not a complaint. I asked him how he knows and he told me because there’s no other correct information besides what he told me. Nala’s attitude and behaviour is fitting to the service I have received at Russells! This was meant to be a Christmas gift for my Mom! A surprise gift and now all that has been watered down and I will leave Cape Town back to work without seeing this lounge suit!! I will never ever again buy at this store not will I ever recommend anyone to support RUSSELLS!!