Russels Furniture review: Complaint about Russels Furniture not giving me my refund 1

I am unhappy customer. I purchased a couch at Russels Prominade Capetown. It delivered the product on the 15 december 2023. The product got damage after 6 months of purchased. I reported the matter on the 21/6/2024 and sent the proof of what was the problem. The reference is BAR-FURN-202406-6800. They sent their drivers to pickup the couch but keep silent after that. I called them asked about the way forward I was informed that the product was missing the foam meaning when I purchased it the product was unfinished, this was the reason the couch breaking so early after purchased. I phoned them again wanted to know I informed that they would resolve the issue and they retrieved the damaged product and would fix it and return.

I informed them that since the couch was sold to me missing foam it was unfinished product that they sold to me, and Im no longer trust it wont happen again. since the gauranteer is almost done. It have one year gauranteer because of these reason. I no longer wanted the product but my refund.

I waited for a response calling the store, their complaints offices looking for request solution yet no one could assist.
Instead they kept telling they will lodge the complaints. I have no body got back to me. A customer making multiple calls to Russels only be tossed around by the complainant departments agents.

I had to travel to the store to speak face to face with the store manager. The store manager informed me about their terms and conditions from a warranty that I didn't poses, telling me that after 7 days of the day after purchase I could not longer get a refund but the iterm would be repaired and returned.

He also showed and told me this new information was why I will not get the refund but my couch repaired, even though the damaged was because Russels manufacture sent out unfinished product and sold it to me.

I never received a warranty with this information for if I knew this in the beggining I would not have had the run around, poor complaint service and wasted my time with Russels. When I informed the store manager about this he showed me Russels places their warranties in or on the product they sell, meaning if I didn't not have a warranty I lost it during unrapping of couch.
I write what I said to him which is if the warranty was so important how come Russels does not make sure all customers have it by handing to a customer. Because if I knew this information when I received my product I would have known what to do but since Russels does not take pride in informing their customers of where and now the policy work.

Im literally standing at home for 3 months now without a couch and no refund. Im coming to you Hellopeter for help getting my refund. I lost all hopes for Russels honestly as im very disappointed at their poor service and lack of communication.
Yours sincerely
Weliswa Xalabile
Cell [protected]
Email [protected]@gmail.com

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