CM
Charmaine M
Active since Oct 2023
2
Reviews
0
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Reviews
2 reviews1 month ago
Terrible Service
Complaint relating to the terrible service received from Russells at Birch Acres Mall. Everything was fine until the units got delivered on 07.02.2026, that's where the story starts. Both units were damaged upon delivery. I informed the driver to take the units with him because there's no way I'm taking what I'm seeing - the damage is clear. He took pictures, sent them to the store, and immediately called the store to check if they'd received the complaint, which they confirmed they did. They said they'd exchange the units as soon as they have stock. I've been following up, checking if they have stock, and they're confirming they still haven't received stock, but I've had no feedback from them. The other day, I requested to speak to the manager (Samkelisiwe Mbatha) because I couldn't take it anymore. The manager confirmed she wasn't even aware my units got delivered and didn't know I've complained, to me it came as a shock as to how would a manger not know whats happening. She said she can exchange the units because of my frustrations and waiting too long, but I told them I'm no longer interested in an exchange. I now want my money back, which they said is going to take a long process. When I asked about the process, she said she'd need to explain to her regional service manager why I want my money back. I said fine, go ahead and explain. The next day, I was told I won't get a refund because 7 days have passed, even though I reported the matter the same day while the driver was here. I've been reaching out for an exchange, and now they're saying they can exchange for me, but I don't want anything. I want nothing to do with the store. I just want my money, including delivery, because they delivered something that's damaged. I didn't pay for something that's damaged.
0 replies
31 months ago
Terrible service
The service we receive from this provider is terrible, customer service team responds after two or three hours after you have sent a message then tell you “Sorry for the delay. We high volume of chats. Please give me a moment while I check.” then they disappear for another hour. I wouldn’t recommend it to anyone, using Ikeja is just a stress on its own - we don’t even get informed when the tower is down or when they about to fix something, you just loose connection and they don’t care that some of us use the connection for work purposes.
131 replies
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