Russells review: Russells promenade: great sales pitch, abysmal aftercare

Good day

I bought a bed from Russells Promenade on 30 June. The manager (never gave his name) told me the one I tested was firmer and the one I was ordering would be softer. That was false—the bed delivered was rock hard, and I couldn’t sleep.

I returned it, and now it’s going into week 2 with no bed. I’ve either called or messaged daily, and all I get is “it’s a process.” Chandre made the sale, and Cisco kept promising updates—but I received none. Only after more than a week was I told the return “wasn’t even raised.” In the meantime, I’m sleeping on my 66-year-old mother’s hard, single bed (ironically the same one they recommended). I’m bigger than my mother, so the bed is extremely uncomfortable, and I’ve had to move her around in the house just to have a place to sleep. Everyone in the house is being inconvenienced because of this. There’s been no apology, no urgency, and no accountability. I’m made to feel like I have buyer’s remorse, when I’ve actually been more than patient. They were quick to make the sale—but once they had the sale, the after-service disappeared completely.

Today, I cancelled the bed. I still need one and now have to buy it elsewhere. Absolutely unacceptable service.
I enquired about the duration of the restructure but have not received an estimated timeframe once again. In the interim, I am expected to wait and continue paying for a bed that was never delivered. Could someone please assist urgently with both the removal of the bed from my account as I can no longer wait for it and with the restructure?