Terrible Service

I cannot express the level of disappointment with Russells. I received a defective Mattress and filed a complaint. An exchange was authorized in 2days , i requested for an upgrade instead, the Store Manager advised that he would request this from headoffice and i would get feedback in 48hours. Headoffice is a Joke , nobody never knows which department is the correct one and they cant even transfer.Headoffice has no knowledge of the upgrade and I REGRET opening this Account. Infact i would NEVER recommend this Business to anyone. That includes any company under Connect Financial Solutions