Distasteful service at Russells

I initially received confirmation for a delivery scheduled for 26th November. On the day prior, I contacted your team to arrange a suitable delivery time and was informed I could liaise directly with the driver. However, this turned out to be incorrect, and my delivery arrived at an unsuitable time. Consequently, the items were returned. I was then given a new delivery date for 3rd December, via sms. To ensure I could receive the delivery, I took a day off from work. At 09:27, I received an SMS confirming the delivery would take place as scheduled, but no one arrived throughout the day.

To address this, I contacted Lincoln, who I was informed handles delivery assignments. Unfortunately, instead of assisting, Lincoln provided no resolution. He stated that he was driving home and, when I requested escalation details, he became hostile. Before I could finish explaining, he yelled at me, saying, “If I make an accident, will you pay for it?” Lincoln’s response demonstrates a disturbing lack of accountability. If he had done his job correctly and ensured my delivery was handled as promised, I would not have been in a position where I had to call him, let alone potentially "cause him an accident." This level of unprofessionalism is entirely unacceptable!