I purchases beds from this store on the 16/06. I received a call and I requested that my goods be delivered on Saturday, 22/06. We moved into a new home and we required the beds to sleep on. At 12:47 on Saturday I called the store as I had not received the beds as yet. I was put through to Sibonile who advised that he handled complaints and delivery. Leadership of Russells: this is your first learning curve: This was the worst experience I have ever had, this individual who was supposedly in charge of complaints, displayed not an ounce of customer centricity. His response was that the warehouse was closed and nothing could be done. I went on to ask for my money back and he simply agreed. Did not even try to retain me as a customer. The manager of the store gave the same response. However, again, I had to keep calling him for feedback! The second issue I have with your organisation: You have no business continuity in place! if the warehouse is closed, does Russells also close, are there no measures in place to locate your drivers, find out where goods or even the drivers are? Should something have happened to your driver, you would be none the wiser!
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