Russells review: Unsatisfactory service with regards to refunds, queries, claims - complaint still not resolved almost a year later

On 2022/11/15 we bought the Abby 3Pce Lounge Suite from Russells, Bethal. We had the couches for about two months, after which you were basically sitting on the wooden frame of the couch - the stuffing could not be felt anymore.

In February of 2023 we logged a query for a return in store as we were not satisfied with the quality of the set. We only received a reference number for a 'repair logged'. We logged another query online in March 2023 stating that we want a return or refund, where-after we have been contacted once - to provide them with photos. They logged a repair by 2023/06/11.

Since then, if we wanted to find out if there were any feedback or progress on the query, we had to contact them. We never received correspondence if we did not contact them first.

It is 11/01/2024 and we have still not made any progress with this query. They won't accommodate us with a return, refund, or upgrade. We requested an exchange for a new set of the Abby 3Pce Lounge Suite, but the manager simply says that she cannot give any information as she is waiting for correspondence from her area manager.

We have been struggling with this complaint since February 2023 - we are going for a year now.

Honestly, we are receiving such terrible service from Russells - I am extremely disappointed.