Sleeping on the floor

Title: Delivery Promised, Date Changed, Rude Call Centre, and Now Avoidance

I am extremely disappointed with the service received from Russells.

On 26 February, I purchased a bed and was explicitly told it would be delivered on 27 February. Based on this commitment, I took leave to ensure someone would be home to receive it. This was not a casual purchase — I saved for five years to buy this bed.

Without any prior discussion, I later received an email moving the delivery date to 4 March.

When I contacted the call centre to resolve this, the agent (Fortunate) was dismissive, spoke over me, and made a sarcastic remark asking whether she should “get into a time machine and turn back the clock.” I requested to speak to a manager, was placed on hold, and was later told no manager was available. When I said I would wait, that request was refused.

To make matters worse, it now appears I was kept on the line until the call centre closed, after which I could no longer reach anyone.

My wife has also been calling daily to follow up, with no meaningful assistance provided.

The store refers us to the call centre. The call centre refers us back to the store. Meanwhile, no one takes accountability.

This is unacceptable customer service.

I am requesting: 1. Immediate confirmation of delivery. 2. Accountability for the unprofessional conduct. 3. Clear communication from management.

Customers should not be treated this way, especially after making a significant financial commitment.

I hope Russells will respond publicly and resolve this urgently.

– Alrico Theron