Non-Delivery of Lounge Suite Purchased 28 February

Dear Sir/Madam,

I am writing to formally complain about the extremely poor service I have received regarding my lounge suite purchased for cash at Russells Edenvale on 28 February.

At the time of purchase, I was advised that delivery from the factory would take between 3–5 days. However, on 4 March I realised that the address reflected on my receipt was incorrect and did not belong to me. I immediately contacted the store and provided my correct address. I was assured that the address would be amended.

Since then, I have made numerous calls to both the Edenvale branch and head office to follow up on my delivery. Despite being assured on Saturday that my couches would be delivered on Monday, the driver once again contacted me saying he was on his way to Malvern – an address that is neither mine nor reflected on my receipt.

I have recordings of phone calls and messages confirming my attempts to resolve this matter as well as confirmation from a staff member at the Edenvale branch that the address was supposedly corrected yesterday.

To date, I have still not received my lounge suite. I was also informed that a complaint may take up to 24 hours (or even 3 days) to resolve, which is unacceptable considering the ongoing delays and the fact that this error originated from your side.

I therefore request the following:

Immediate confirmation of my correct delivery address.

A confirmed delivery date within the next 24 hours.

Alternatively, a full refund should the delivery not be arranged immediately.

Should this matter not be resolved urgently, I will escalate the complaint to the relevant consumer authorities.

I look forward to your prompt resolution.