Russells
reviews and complaints

I purchased a dining room suite along with other furniture from Russell's Kimberley, upon delivery on 28th Jan 2017, I pointed out to the driver that there were damages on the table, he then took photos & made a note on the delivery invoice. On the 31st Jan my wife then went to the store & told them about the damaged table as well as the fact that we did not receive the R300 pep voucher which was supposed to be sent via SMS for the purchase of my Sansui fridge, she was told Head office will still send the sms. I received a call on the 16 Feb from your Head office about the service received & I pointed out that I still not have been sent a replacement table nor the R300 voucher & was told it will be attended to urgently, up to now I have not been assisted in this matter and am truely disgusted by the service.Mr Luke Aiyer, tel [protected]

Hi. I placed on lay bye a lounge suite with Price and Pride. I paid for months to find out that Price and Pride had shut down and was taken over by Russells. I went into the store to find out what was happening and make sure that I would receive the same service which was excellent from Price and Pride. I was assured that everything would be fine, from the 1st month up until now which is more than 12 months later I am still battling to get any answers from Chris or Bongi at the branch. I had paid up my laybye in full and went in to make arrangements to fetch my items only to be told that they were not available. I was then offered a lounge suite that I could get for R1000.00 and told I should accept this... my lay bye was for R7000.00 on a gomma gomma and I was definitely not getting that now. I said no and asked if I could get a refund, I was told to send my bank statement and a refund would be processed in a couple of days.. I agreed. 3 weeks later I call to find out what is going on, the manager Chris was very surprised that I did not get my refund he then said that he will find out and call me back, never happened, eventually called him back and he said that the accounts department were done and he would get Bongi to call me... again never happened... I then called back and then suddenly it was not Chris that had anything to do with this and he could not help at all. This went on for 1 further week, then I decided to make the call again and I was advised by him that they had a meeting this morning and your refund was discussed and you will get the money in 72 hours, finally this was coming to an end.. then I get a call just before close of business to be told by Bongi that she wanted to make arrangements for delivery and now she hears that she has to do a refund and this cannot be done as there is paperwork to be completed and now I sit wondering if anyone at this branch has any idea what customer service is, how not to lie?, I dont know if Russell's is asking their staff to pay for the phone calls each time a customer asks for a call back to get feedback on what is going on as neither Chris nor his staff ever call me back but when you go to the store they very busy on the phones... dont know if they only allowed to use the phones to call their family and friends. So long story short... my laybye was done in October, I am without goods and without my money. When I was told that I was getting my money back I had paid a deposit on another lounge set and was just waiting for this money to come through so that I could pay it off and have something for myself and my children to sit on and now I am also losing this and my deposit and all that I hear is 'sorry'. Since Chis and Bongi dont seem to care that I want to report this to head office it is clear that nothing will be done about this and I am sure that nothing will also happen to them... and in the interim I have just lost R7000.00 but I will be taking the matter further. I will be sending a formal complaint to the Ombud with all the recordings of all the lies in the hope that I get my refund as R7000.00 is alot of money and by the looks of this website there is never any responses from Russells... guess thats why the staff also dont care.

Hi

I bought a wardrobe at Russell's evading mall in the Vaal on Sunday morning and was advised that it will be delivered to me from the warehouse and had to pay a fee of R140 for delivery. I received the wardrobe yesterday to my surprise when I get home my cousin was advised that the store people will come assemble it, as the delivery people don't deal with that. I asked my cousin to go to the store and ask what exactly is going on, he went to the store this morning only to be advised that i need to pay R130.00 for the wardrobe to be assembled, like really? why was I not advised of all this when I bought the wardrobe in store. I am very disappointed and would like feedback on this asap

Actually would like to return it if that is the case.

I called earlier and spoke to a gentleman forgot his name, he advised that I must call after an hour as the manager is busy on another call...I just spoke to the manager of the store. She advised that the sales person was supposed to explain that there is a fee to paid for the wardrobe to be assembled as there are people whom they work with that can charge any amount between R50 or R100 to assemble it.

I find this very disturbing as she is the manager and is supposed to take ownership and go an extra mile to assist an irate client instead she puts the blame on the sales person.

HOW THE HELL IS THAT MY PROBLEM?

I don't work with sales and know nothing of their processes

when I ask for the of option of returning it she says it will take forever to get the refund as its month end and its festive season.

VERY IRATE

I purchased 2 x bedroom suites, requested that they be assembled, none of the pieces fit properly, everything is scew. When you purchase something new you expect something new not something that looks like you have purchased it at a second hand store. Terribly disgusted in the quality of their furniture, if you can call it that. The staff then tell you that it is the boards that are cut incorrectly and we can get someone to assemble and fix them. I thought I was purchasing new goods. My heart was set on the picture, but when receiving same assembled so bad, I refused to accept items.

I bought couches from Russells on lay away, I paid them off on the 26th of October 2016 - I was told that the couches had gone up the only ones they have that are still going for the price we paid was the ones on the floor (the demo). fine we agreed to take ones on the floor - obviously we paid for the transport charge which is R200 even though we live less than 5km away from the shop, as if that was not enough we were promised that we will get the couches the day after we made the payment which was the 27th but that was never done we are on the 31st today, I just phoned the shop and still the branch manager is telling me that "I will try if I can deliver them today - I am not sure" I would just like to find out how long really can it take to deliver couches - especially if we live so close to your store and we paid you for the transportation cost. I don't get how people can be so relaxed and careless about this entire thing. Whatever happened to good customer service.
I had planned to purchase a tv stand and a dinning room set, but how can I with this kind of service?

We have recently opened an account with Russells Northgate in August but not happy at all with the service given, it started with the delivery of the goods where we had to wait 2 weeks for the delivery to be made, some of the things we had to collect them in person, the only thing that was delivered to us once a tv stand, regarding the payments we advised that they do a debit order on the 27th of each month until the debt has been paid in full, we then went to the store on the 31st August 2016 to enquire about the debit order but they advised that the first instalment will only be going off in September, 30 September 2016 we went to the store to enquire AGAIN about the debit order seeing that it’s 3 days later for the debit and nothing has come off let alone a notification to confirm the debit order was done successfully, but to our SURPRISE we were told that with our application’s debit order details were not entered onto our profile, so we ask the manager how possible is that, as we were told that application and documentation were compiled successfully, so now yesterday we were told to make a payment by hand we told the manager that we will not be able to as we have reached our daily limit, but then again he mentioned that even if we were to pay it will only reflect after 3 days LIKE REALLY, ALSO that ARREARS will be charged, my question is how can we pay for arrears whereby you they advised that everything was in order, I had to give him my banking details AGAIN of which he wrote them on a piece of paper not even capture them on the system, we were told to make the payment today 01 October 2016 but unfortunately we will not be able to do so as we are at work and our shifts starts at 06:00 - 15:00 (today and tomorrow) and the store actually closes at 15:00, so in short we are not willing to pay for the arrears as this is not our fault that there was a delay with the debit order, should this matter be taken to court so be it as we are not willing to be liable for the store’s incompetency, we have been having problems from day one and still today I urge JD to look further into this matter, WE ARE NOT WILLING TO PAY THE ARREARS BUT ONLY SETTLE OUR INSTALMENT, the arrears should be taken against the incompetent staff at Russells Northgate

I bought a Hisense 650Lt Fridge from Russels Christiana, 15/10/2014. Two months later(december 2014) I complained that the fridge is getting very hot on the outside, you can't touch it to clean, and it is not keeping the food cold in the inside and it is leaking water. Only in April 2015 a service agent came to fix the problem, telling me that he changed the settings of the temperature of the fridge and that I should not change it. I left it just like that, then the winter started and the food was ok inside the fridge, but the outside of the fridge was still getting hot and leaking water.

In November 2015, I complained again about it but there was no service agent to fix the problem, and in January 2016 I phoned Russels and complained that the fridge is still leaking water and is not keeping the food cold inside the fridge. The complain number WT [protected]/01 with a credit Auth nr. But still nothing has been done. Now the fridge is freezing everything and is still leaking water! This is 8 months now! Russels say they keep phoning Hisense but don 't get any response. I have 2 babies in my house and can't keep their food or milk inside the fridge for it is frozen! I need a New fridge and not a repaired one! Can you please help me? This is going on for to long, my account is been paid in full, and I don't see why I must wait 6-8months for a fridge to be repaired or exchanged, this is a item that I bought because I NEED it. I can't keep milk, butter, fruit, and salads or anything inside the fridge unless I want it frozen! I am complaining on hello Peter since 17 August 2016 and no response from RUSSELS HEADOFFICE, I phoned today the branch and now the Regional Manager(who ever that is) want to send out someone (from DEFY - This is a Hisense) to repair the fridge. I am not prepared to take this fridge anymore, this is 5 complaints since I bought this fridge, I know about another customer that also bought the same fridge, but with the first complaint the branch cancelled the contract and gave him another fridge, why must I wait so long? I bought a fridge the keep my food and milk fresh, I lost a lot of money on food gone bad! A Fridge is ESSENTIAL not a luxury! Please can you help me?


Purchased various products from Russells Douglas NC on the 4th of August 2016. The Defy Twintub washing machine worked once and upon reporting this at the store I was told to bring it in. I have been to the store twice subsequently only to be told they have logged the fault. One week later with no money nor clean washing the most unfriendly unhelpful rude staff on the other end of the line which they refer to as customer care number can not assist other than confirming the fault has been logged. Having just moved to a small town... it would have cost me less by far to have driven to Johannesburg and purchased a machine from a reliable company that has actual customer service. I'm fed up with going up and down to the store and speaking to rude unhelpful inadequate people. At the end of the day... Nothing the consumer can do. Russells sit with the money in their account and don't give a continental! Just so sad that they know there is nothing you can do. What utmost disgust and disrespect!

I have an account with Russells and I have opted to do manual payments because they always debit at the wrong time leaving my account in a minus, I always have the decency to call and ask for EFt details, When I called in march someone gave me the wrong details untill now my payment has not been found and no body cares about my money, When I call customer line like I called 6 times today 19/07/2016 the same girl anssers and then ends the call
1. Thats call avoidance
2. I asked to be called back because im calling from my cellphone she says no and ends the call
Everyime I go into the store at southgate to make a manual payment I get told with an attitude "offline" now im recieving # sms' about my acc I dont have time to be up and down to the mall I have work to attend to

Please sort this out or I will take this furthet becausre this is violating my consumer rights

Sales order 1717141. I bought the Colt lounge suite, Brown for R9999 on the 15/06/2016 from the salesman Peter in your Springs branch. JdG delivered the suite on the 20th of June 2016. On the 24th of June I phoned Peter and told him that I would like to return the Lounge suite as I am not happy with the quality. It is now the 14th July 3 weeks later - the lounge was collected and still no refund. All we get from the brarnch manger is excuses. If this refund is not done by closure of Fridady 15 July we will forward this to the ombudsman.

Purchased 28.11 - delivered 30.11 - Russells Phoenix Plaza Cash Sale no :1328842 Delivered to: 167 Firwood Rd, Redhill - [protected] Lounge suite seems to be defective when you sit the backrest seems to have a wood panel that you hit against. Would like it replaced urgently as I gifted it to my sister who is living below the breadline. Pointless sending a pic because all looks good on the surface. My tel no:[protected]

Around November 2014 I made a lay-by for a wardrobe at Russells in Dobsonville shopping mall which I finished paying towards the end of December 2014 and the delivery was made on the 06-Jan-2015 and on the 08-Jan-2015 I opened the product only to find that the locker is broken and all the doors are skew and now all the doors are not working. I then went to the branch to complain about it on the 09-Jan-2015 and they sent the complaint to their head office, I received a sms to say that they logged the complaint and someone will call me soon. I went to the branch again a week later and they gave me the head office number which I called on the 27-Jan-2015 on [protected] and I was told by a lady by the name of Fikile that they do not deal with repairs and she gave me the call center number ([protected]) to call. I called the number and spoke to a guy by the name of Nathan and explained my situation, he then told me he was going to call the branch where the wardrobe was purchased and he will call me as soon as he spoke to them. I waited for the call and heard nothing from him, I then called the call center again on the 02-Jan2015 and got through to a lady by the name of Uthia who confirmed the complaint was logged and she was so sorry that no one contacted me still. On the 06-Jan-2015, I made a call again on [protected] and spoke to Glynis who gave me the reference number and forwarded the complaint to the head office. Waited and never got any call from anyone. Again on the 10-02-2015 called the number ([protected]) spoke to Lamla, and she could not assist. On the 11-02-2015 called the number again and spoke to Ruth who then gave me a different number for the head office ([protected]) and the lady I spoke to told me her manager will call me back and never did, and I called again to tell them I need them to come and collect their wardrobe and pay back my money. Only then I got a call from Praise who wanted to know what was the problem, I then told him that I needed them to refund me and they must collect the product. He then told me he will get someone from the head office to call me by the latest yesterday. I did not get the call, I then called him (praise) this morning and he then told me they were having a problem with their system hence they did not call me. He then forwarded the case to head office and gave me the reference number [protected] and told me someone will call before the end of business day.

Please advise what to do as I do not want that wardrobe anymore and want them to refund me and they they must collect it.

My contact numbers are as follows :
1) [protected]
2) [protected]
3) [protected]

I bought a Lounge Suite in March. After 1 week delivery it was tearing and unraveling on its own. And they said it was Leather. I went to complain about it they say I must call the head office which I did.
I was sent a reference number to go into the store for assistance. We filled in the form and they promised to get back to us. Weeks past and no response. We went back to the store and was told the paperwork was lost. We filled in some more and was promised to be assisted. Till now. When we inquire we are told that there is a back log at the warehouse. Its 5 months already and the lounge suite is getting worse! It looks like we bought it 20years ago! the worst Shop ever.

This is what I have posted on Hello Peter:

I phoned Tom in connection with a Settlement amount so that I can pay
the account up and close it. When we phoned for the amount Tom had given me the
amount of R6310.09, which we paid, but when going to make payment we were told
that the amount is actually +-R7300.00. At that moment we called Tom and he
said that he would sort it out. Its a month later and now I have to pay the
balance, after which I had asked for a settlement amount. To me a settlement
amount means the amount to pay that initially would make the account balanced
and closed off.in this case it is not. I would like a Manager to please sort
this out, as Tom is changing he's story about what he had told us. "That
there were 2 amounts" which is not true. And that is why we asked for a
SETTLEMENT AMOUNT.
I have had a very helpful lady at the Boksburg store help me "
Thuli", but I am still not happy about the out come.

This is the reply I got:

Hello Aileen Duncan,

Please note that we aware of your complaint and we're still busy with our
investigation.

BUT with all due respect nothing has been sorted out, nobody came back to me. How long does the "Investigation" take.
I have had enough of Russells, I want someone to contact me and tell me that the Problem has been Resolved. Not that they made a mistake and that I have to pay the difference. As I made a plan to pay the amount that was given over the telephone to me.

I purchased a Tedelex home theatre system at Russells Caledon on account over 24months in 2009 December and after a few months (to be specific August 2010) the speakers were not working (all of the speakers) and it was still under warranty - I took the home theatre system back to the store for repairs August 2010 - it was never repaired and they never delivered it back to me as per promise. I went back to the store to get the system still not repaired and the personnel has changed and now they claim that its no longer under warranty when they never looked at it the whole time.

Please bare in mind that Belinda who assisted me now asked that I take it home to test it and then return it back if still not working - I did. But she called me again to tell me that her manager told her that its not happening as it is no longer under warranty - whose fault is that now. I did all I could to get it repaired but they unwilling to assist.

Please note that I do not have a car - in order for me to get the system to their shop I have to hire a car as I stay 31km away from Caledon City. I travelled twice already to hear that the home theatre system is not going to be fixed.

Goodday. I bought a bed at nigel russels branch. We reported the fault in october 2011. Russels sent sealy to investigate. Sealy confirmed and told russels that the bed base and mattress is faulty. They told and informde me that a replacement will take place. Till today nothing is done. I went to the branch 2 jan 2012 and the branch manager told me that they are not in stock and buzy to be made. How long can it take for a mattress and base to be made. I am paying my instalments every month for a item wich is of no use to me - having back ace permanently. Please help me.

I had a Russels furniture account however I settled it way before the term expired. Still within it’s guarantee period I contacted Russels Sammy Marks on 25 Oct 2010 to report a king size mattress defect. The query was escalated to Zelda who promised to get it resolved. An assessor came to assess the King sized bed 2 weeks later.in Jan 2011, I heard nothing from them, I contacted Zelda and she mentioned the warehouse was closed for the festive season, and would get back to me-which she did. She told me that the ’single’ bed was assessed with a defect on the base (yet I bought a king size bed note - with a mattress defect) and they will contact to make further arrangements. I explained that was not the correct query. Zelda promised to look into it, I called again in Feb and March 2011 - still no response from the warehouse/assessors
I than logged a complaint on hello peter and was contacted a month later by Desiree. Desiree said that she is the new branch Manager and it will be resolved. It’s exactly a month today and nothing has been done as yet>

It has been over a year that this remains unresolved. I have spent so much of my time and money in getting this resolved however nothing seems to work. They have really caused me so much of inconvenience, as I have made so many follow up calls, I do not think that they understand the consumer protection act.