Russells review: false advertising - stock advertised for black friday, but no stock at all.

I am writing to express my Frustration and dissatisfaction with the service I received at your Bellville Russells Store. No communication from the Manager, not once did the Manager apologise or stepped in. This is so poor for a Manager! 21 day later and he is never minded, not even attempting to resolve the issue. Service is a disgrace.

13 November 2023, Russels advertised a Hisense H60 Light phone with ear pods for R1899.00 and a JVC 32 inch Smart TV for R1999.00.

14 November 2023 I visited the store and only after I did a cash Sale they informed me they do not have stock. They made an copy of the I.D and checked if TV License was up to date, in which they confirm it was. I asked how do they advertise black Friday specials but they do not have any stock, I was asked if I do not watch news? As stock has not been release from the docks. The sales person insured me that I will be first to receive the stock as I will be on top of the list as I have paid for it. I told the sales person that it is Christmas gifts. A week has passed, no communication.

20 November 2023 I phoned them and again, they were still waiting on stock

23 November 2023 I phoned, I was told the phone is at the store, but they are still waiting on the JVC TV.

27 November 2023 i received a whatsapp message they are in need of the I.D Number. To verify the TV License (once again) The I.D was misplaced. How do you misplace an copy of the I.D? This is confidential information!

28 November 2023 I drove to the Bellville store, still they did not have the TV, I asked them to give me the phone so long, in which I signed next to it on the invoice to confirm I have received it, while the manager went to go fetch it at the back. Once he handed me the phone I realized that it is the wrong phone. In which they took the phone again and told me once again they do not have stock. Again I walked out empty handed! After sitting at this store for more than 40 minutes. They insured me that the TV and phone will be delivered to me free of charge.

01 December 2023 I phoned the store and asked by when the delivery will take place? Come to realized they have never put it onto delivery. I told them I’m going on holiday the 6th December and will only return after new year. This is Christmas gifts, so I need this urgently! Then they asked me if they can offer me the phone that they do have in store (cheaper phone) in which I said no, I want what I paid for. Then got told there is one phone in

Mitchells plain store and the manager will go fetch it when he is on his way home.

04 December 2023 – TODAY I tried phoning this store since 08:00 only got hold of them 10:22 – they had loadshedding.

I was told that the TV’s had come and again it will be out on delivery, I asked about the phone? They will phone me back in 20min as they have to find out by the Manager if he picked up the phone from Mitchells Plain. It is now 11:45 and I am still waiting on that return call!

Mind you black Friday came and it went again, this store never had the stock they advertised! How do they expect to make money if they cannot deliver customer service? Me and my colleagues was interested in purchasing other items in store, but after this whole issue we will be taking our money some where else. I have not even received my purchase I paid cash for and I am thinking how the after service will be.

05 December 2023- leaving whatsapp message, no response. phoned the store spoke to the sales person again and with the manager, they will phone me back to check where there is stock. Asked the manager about the phone he had to go fetch on Friday, tell's me he knows nothing about it. Still no appoligies. The TV i was told yesterday it has arrived and its out on delivery, today the manager tells me there is still no stock? Told them i think i should fetch my money, in which the sales person responded yes bring your a bank statement and it will take 7-15 days in which i replied, i paid you immeditley i expect my money immeditley. he told me it is policy. Told him i dont want to speak to him his manager must phone me..still waiting. I have never been treated like this. It is unacceptable.