Russells review: Poor customer service

I am writing to express my deep disappointment with the poor service received from your Promenade Mall store and its store manager.

We purchased a couch on lay-by four months ago and completed the final payment two weeks ago, on 25 November 2025. To date, the couch has still not been delivered.

When we visited the store to follow up, the store manager responded dismissively and informed us that the delivery would be rescheduled. When we expressed our frustration and requested assurance that the couch would be delivered that same day, he instead suggested we take a refund. This response was unacceptable, especially considering the delay was due to the store’s own delivery failures — despite the fact that we paid for this service.

On Saturday, 29 November 2025, we waited at home the entire day after being assured that delivery would take place. Only after we left the house around 6 p.m. did the delivery team call to say they had arrived. Despite us waiting the entire day, they were unwilling to wait even a few minutes and left without delivering the couch. They have not returned since.

This experience has caused significant inconvenience, including delaying our planned travel to the Eastern Cape. Instead of receiving assistance, we were met with poor communication, unprofessional behaviour, and a manager whose attitude was dismissive and far from customer-centric.

I respectfully request that this matter be resolved urgently and that appropriate action be taken regarding the conduct of the store manager. We expect the couch to be delivered without further delay and to receive service that reflects the standards of your brand.

Thank you for your attention to this matter. I look forward to your prompt response.