STAY AWAY from Russells Furniture

I ordered a bedroom suite and it came without a bed. I understand that for advertising purposes the product has to be advertised with a bed but there was no where on the advert where it said bed not included.

After lodging a complaint, I got a call from a Puleng who pretended to want to help. As someone who has been in the service industry I understand tone and the concept of conflict resolution. You have to listen first in order to help. Puleng took what I said to her and told her manager something completely different. She basically made me look like I wanted a free bed when what I was saying is please arrange for an exchange where I even offered to pay for delivery.

Sad moment when she called back and said "we are not doing that". I can forgive her personal incompetence as this was a business transaction, but at least listen to what I am saying before going to your superiors.

Safe to say, I will never buy anything from Russells no matter how good it looks or seems. As for recommending it, you can make your own conclusion. Just absolutely disappointed in the lack of basic customer care that was displayed for such a simple problem.

If there are any managers at Russells that strive for excellence, listen to the recorded calls and school your employees. This could have been resolved amicably.

This review serves to let others out there know how *********** you guys can be.