Worst service from Russels Furniture store

I am extremely disappointed with the service I have received from Russell's the furniture store.

I purchased furniture from them over three weeks ago. Delivery was arranged within three days,which I appreciated. However, when I unwrapped the furniture, I discovered a small tear on the item. I did not expect to receive a damaged product, so I reported the issue on the very same day.

From that point on, I had to continuously follow up for feedback. After a week, there was still no clear communication on how the matter would be resolved, and I was even asked to resend photos of the damaged item.

Three weeks later, A staff member from one of their branches checked whether the supplier had contacted me, which they had not. I was then informed that the supplier refused to replace the item, claiming they did not cause the damage. This effectively leaves me with a defective product that I did not damage, despite reporting the issue immediately.

To make matters worse, I have now been told that I would need to pay R900 for transport and this excludes labour and material to have the item repaired while I have have to pay in full for this product in full. The implication that I caused the damage is unacceptable.

I truly regret purchasing from Russels, especially since the same item was available at another stores. This store quick aftter a sale but clearly dint care about customer care. Their after-sales service has been extremely disappointing.

I expected far better customer service and accountability. I wish I had read the reviews.