Russells’s earns a 1.2-star rating from 122 reviews, showing that the majority of customers are dissatisfied with their furniture and service.
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Russells - Bunch of bad people
I would give them zero stars but apparently that is not an option. This place is the absolute worst company I have ever experienced. I placed an order on the 8th of may. I received an email on the 13th of may stating my order has been shipped and will be delivered that day. I call their customer service department to confirm that delivery will be that...
Read full review of RussellsRussells Complaints 121
It's a stand I bought last year
I first went to one of your stores purchased a stand which didn't take even a month for it look I had it for years.the cover on top looked like it was wall paper to make it look like wood. At the bottom the stand broke on both ends,they asked me to send photos but still they're not attending to the matter,I need you to come take this fake of a stand because clearly you don't care about your customers, I've been speaking with some of your team from headoffice but still nothing it's been done,I bought this thing of yours at mams square and I'm one of your loyal customer but after this case is resolved I won't set foot again at Russell's because you run your business like a spaza shop.
Claimed loss: I claimed with no response
Desired outcome: I want you guys to take your stand back and reduce the installment so that I can only pay for the other furniture
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Fortune 3 Piece Lounge Suite
I saw the Fortune 3 Piece Lounge Suite sometime in July and visited the Russell's Klerksdorp store to view them, however they were out of stock but I was advised they could be ordered upon request. I then started a lay-bye process on the 19th of July 2023 and paid a deposit of R2000. I then made another payment of R2000 on the 10th of August 2023 and the...
Read full review of RussellsOrion 32inch tv
I bought the TV on the 1st of February 2023
Then on 16 December 2023 it turned its self blank. I took it back to the store on the 16th of December the staff said they will call the supplier or courier so that they can take and have a look at it. Since then if I go there to check if it's returned they said the courier hasn't sent the email about it to come back so I want to know how long must I wait because as I see now it's been too long.
Claimed loss: It's 3 months now since then
Desired outcome: Please give me another one ID appreciate a response
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Is Russells Legit?
Russells earns a trustworthiness rating of 91%
Highly recommended, but caution will not hurt.
We found clear and detailed contact information for Russells. The company provides a physical address, 4 phone numbers, and email, as well as social media account. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
Russells.co.za has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.
Russells.co.za has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.
Russells.co.za appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.
However ComplaintsBoard has detected that:
- While Russells has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 4% of 121 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
Delivery money for a fridge
I bought a fridge in Dec 2023 at Russells Randbury Square. And I paid for the delivery amount as well. Which I was later told that I will only get my fridge in a week later. So I requested to take my fridge and ask them to refund me my money back. And I spoke to the store manager and she said no problem I will get the money in Jan and now we are in March 2024 and I still don't have my delivery money yet. The lady is so rude when I ask her why must I keep calling her and coming to the store for my money. If I don't get my money before close of business today I'm going to HELLO PETER and I will go as far as going to make a scene at the store. I will never ever buy at any Russells Store ever 😡😡😡
Desired outcome: I want my money or I'm bring back you fridge
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Refund
I am disgusted in the customer service. I bought a family bundle laptop online in december 2023. I have sent numerous emails even attempting to call for a refund but to no avail. Eventually I was told to take it to my nearest russels store belville. I was told it would be booked in and I would get a refund it should take about 3 to 5 days. That was beginning of january. It is not february 2024 and I have still not received my refund. I plan on taking this further. Customer service is useless and nobody can assist. I have sent pics via email thrice so I will not be adding photos again good gosh
Desired outcome: Refund ASAP
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I am complaining about online layby service
My name is Abigail Siziba. I opened a layby account online on the 14th of October 2023. I paid a deposit of R500 the very same day. Later during the month on the 25 the of October, I paid another R500 into the account. To date, the second R500 that I paid does not reflect on my account. I have emailed Russells customer care several times, called them more than I can count, sent proof of payment and they keep te;lling me that the payment reflects on their side, but I don't see it on my account. My account still shows that I only have one payment that I made. There is also teh matter of different reference numbers, order number and two different layby numbers that has not been resolved. This is the worst service that I have received from a company. I am not sure how I can get my refund d back because I dont see myself winning with this online layby of theirs. I cant continue paying when I dont see my first payment reflecting.
Desired outcome: I would like Russells to refund me because they cannot resolve my query.
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Couch Exchange : 9000337235/15600005
Good day,
I bought couches on line and upon the delivery the two seater was uncomfortable and I immediatley contacted the customer service to ask for an exchange but I was given the conditions that if the couch is not in the original packaging / the package was open, I will be charged 15% handling fee and to provide the picture of the couch.
Firstly this couch was bought on line. For me to test the couch I need to open the couch. And I feel the condition above is unreasonable.
I then provided the pictures and I was told to pay the difference and pay another delivery fee.
I am willing to pay the difference in price but not another delivery fee. An when I explai that if the couch was comfortable I wouldn't exchange it. The person by the name of Mbali told me that it is personal preference and not manufacturing fault.
Kindly assist as I would like to exchange or my money refunded.
Regards
Shila
Desired outcome: Exchange without extortion of my money
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I would like an exchange/refund without extortion of my money.
Customer Service is making unreasonable demands for an exchange. 15% handling fee if the product was opened and another delivery fee.
Firstly the couch was bought on line. Meaning I did not test it. Upon arrival of the couches. The two seater couch was uncomfortable. And I mmediatly contacted service for an exchange
Now customer agent Mbali wants me to pay the difference in price which I am willing to pay but I am not willing to pay another delivery fee.
And if I want a refund I must pay 15% handling fee which I am not willing to pay.
Conditions are appalling.
Regards
Shila
shilamolala@gmail.com
[protected]
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...
Read full review of Russellsfalse 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...
Read full review of RussellsI'm complaining about the layby order delivery dates
My name is Seani Magau. I finished paying off my layby on the 28th of November 2023. And I have been getting different messages regarding delivery date. First it was on the 1st of December, then the 2nd of December, then the 4th of December, now is the 6th of December 2023.
I don't understand the delay regarding my order, and I don't understand why I'm getting unstable delivery dates. I'm done with the payments and I need my order to be delivered without delay.
The changing of the dates is not fine with me. I called Polokwane land-line, and I was told that there is no date for delivery on their system, how is that possible?
My layby was done at Thohoyandou. The lay by is for Wilddrop, bed and stove. And the sales agent who help me is not being clear to me regarding this matter.
Hoping to hear from you soon. Thank you very much.
Deceiptful Service
I came in looking for a TV on the 25th of Nov 2023 at the Umlazi branch. I spoke to Mdletshe who told me there was an Orion for R1799 but I would have to come back the following day as the stock was at the warehouse. I came back the following day and I spoke to a different employee who appeared to be the one who is in charge. She said she was having trouble checking tv licenses as the system was slow and being offline. She told me to come later or the following day on Monday the 27th of Nov 2023. On Monday I sent a neighbour and she was told that the TV was no longer on special. It was now R2999.
My frustration is that I felt like I was misled from the beginning and wasted a lot of my time.
I feel like the staff are not aligned when it comes to their own regulations. I was given the run around.
I ended up buying the same TV for R2199 elsewhere.
Faulty drawers manager.
I logged a compaint in February 2023.
Managed to get complaint number [protected]-3126. Up to today 29/09/2023 nothing. I have been calling customer care. The 1st time the shop contacted is when they wanted videos for the faulty drawers. Second time could not pick I was in another call. They did not call again, it was early this month. I called the shop today at 9:34 receptionist promised that tge manager will call back. It is now 13:26 I have not received any calk.
Desired outcome: For them to come and check their product and compensate.
Damaged fridge
We picked up a fridge yesterday afternoon from Russels in Benoni. The box was badly damaged and we weren't given a chance to view the fridge cause the guy was already tapping the box. When we arrived at home later the evening we decided to unbox the fridge only to find the fridge badly dented and damaged. It's unacceptable that these people gave us a damaged Fridge
Desired outcome: We highly recommended that russells picks up the damaged Fridge and deliver another one cause we not going to get transport to go back to russells
Univa black stove
Russells in Somerset west has the worst servic3, worst Management and worst Rep. They sold me a Univa black stove who has so much smoke coming from the back, an they actually told me its manufacturered that way, I gave my complaint within ghe 7 days, but nothing happened. There brach manager has no management ethic. Not only is hes communication poor, but I had to phone evrytime to get an update, after he lromised to get back to me. The technician Univa sent didnt know what he was doing, and as for Russells Sales Rep, Graham. He would of been fired from the company I work for if he was a Rep for them. Absolutely worthless in all aspects but quick to sell furniture to you. There sales person who sold me the Univa black stove even tried to get someone secretly to connect my stove for me for a cost. Which I declined. Its been more then a month, I will never buy anything from such a bad store. One day is one day. The wheel turns
Desired outcome: Refund
Service
Incident happened today on the 4th July 2023 at around 11H00 at Bochum branch. I went to enquire about nondelivery and one of the employee was so rude. He asked me why did I come to the store to enquire ,I should contact the driver and ask him about the delivery. I was so disappointed by his rudeness, I was so shocked and asked him why should I enquire to the driver where as I bought and paid at the store and he replied by saying the driver is the one that called you at the beginning fir arrangements of delivery so why come to store. The bed I bought on the 1st of July not yet delivered
Desired outcome: Written apology from the man(employee)and maybe the employer to ensure that his competency are for the past he is at.
Portable 100W mini rechargeable battery backup UPS
I bought the item described below on 23 March 2023 Russels in Cosmo City through a salesperson called Gerrith. One morning, when we woke up the UPS was not working. On 17 May 2023 I took it back to the same Russells branch in Cosmo City. I have been calling them 01 June 2023, but they are ignoring my calls. They always say they will call me back but they never call. I'm frustrated because I can't work at all now when there is loadshedding as there is no more power backup for my Router.
Product Description: Portable 100W mini rechargeable battery backup UPS
Product Code [protected]
Price: R1,799
Name: Mxolisi Ngwenya
Cell: [protected]
Desired outcome: Replacement or repair of the product.
Lounge suite bought on account
My husband and I took a lounge suite on account on 22/ 04 /2023 in Butterwort.On it's arrival the two seater couch was damaged.
I went there to complain the following day the manager said she will send someone to come and fix the couch ,since then the couch hasn't been fixed.
Now I don't want them to fix it I just want you to take the lounge suite back as we can't keep on paying for damaged goods.
I went the countless times since April till now the issue hasn't been resolved.
Please take back your goods and refund us the money we already paid.
I have recently bought R27000 of goods of which were a lounge suite, also damaged. Emailed and phoned Russels no response. I'm going to drop it off at russels if I don't hear from them in 24hrs and I'm going to the ombudsman. Consumers does have rights. Nobody had the decency to get back to me
I actually got the manager the following day to come check the damages and he said it's due to lounge suites being stocked upon one another. He also said the creases will fade and that it's also from ironing in factory I suppose, I'm fed up now
bought a bed july 2022. Bed collapsed in middle - May 2023
A 80 year old lady bought a 3/4 bed in July 2022. May 2023 she complained that the bed collapsed in the middle. After many visits and call/WhatsApp got no definitive answer but only useless promises. The bed collapsed even more so that is hurts her while sleeping. Please refund her. She urgently needs to buy another bed. She is not interested in another bed from Russels because there is no after service and no quality.
Desired outcome: Please refund
Queen bed set - paid cash
To whom it may concern
Please kindly assists with regards to a purchase made on the 21.06.2023 at the randburg square mall. Please note on delivery bed was damage and this was communicated with your department however to date a replacement bed has not been received . I have contacted both customer services and store directly on numerous occasions . no one can assist . I have requested my deposit back if bed won’t be delivery today … however its seems like store does nt want to release my payment . you people can’t hold my payment . your items are defected and now you have the nerve to tell me you can’t refund me … I will take your company to the ombudsmen and also will lay a formal complaint at the NCC.
I HAVE PAID YOU CASH ….Please don’t steal my money …
Yesterday afternoon bed was supposed to be replaced , the bed set that came is worse than the original bed send …please take back your trash and please refund me my money with incurred interest . I paid for a new bed set if I wanted second hand I would have bought that.
Desired outcome: i would like an apology , want my refund back
Complaint regarding poor customer service and incomplete order
Dear Russell's,
I am writing to express my deep disappointment with the poor customer service I have received from Russell's, specifically the Mayfield Daveyton branch. I recently placed an order with your company on the 24th of June 2023, but I am highly dissatisfied with the overall experience.
Firstly, I ordered a total of four items from your store, and I received the delivery on the 1st of July 2023. However, to my dismay, I discovered that one of the items, the Sony 1000W 5.1ch Sound Bar HT-S500RF, was missing from the package. This incomplete order has caused great inconvenience and frustration.
In my efforts to resolve this matter, I have made several calls to the Mayfield Daveyton branch. Unfortunately, I have received no assistance or support from the branch manager, or the saleswoman named Marry Shadile, who originally assisted me in placing the order. Despite my continuous attempts to reach out, my concerns have been completely disregarded, leaving me feeling neglected as a customer.
As a loyal customer of Russell's, I expected better customer service and prompt resolution of any issues that may arise. However, the lack of communication and assistance in rectifying this problem has been extremely disappointing.
I kindly request that you take immediate action to rectify this situation. I expect the missing item, the Sony 1000W 5.1ch Sound Bar HT-S500RF, to be delivered to me as soon as possible. Furthermore, I urge you to address the matter of the poor customer service and lack of response from the Mayfield Daveyton branch. It is crucial for your company to uphold a high standard of customer care and promptly address customer concerns.
I hope that you will prioritize this matter and provide me with a satisfactory resolution. I look forward to your prompt response to this complaint.
Desired outcome: I just want my Sony 1000W 5.1ch Sound Bar HT-S500RF to be delivered, including the invoice for the stove and microwave ASAP.
Overview of Russells complaint handling
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Russells Contacts
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Russells phone numbers+27 800 110 775+27 800 110 775Click up if you have successfully reached Russells by calling +27 800 110 775 phone number 44 44 users reported that they have successfully reached Russells by calling +27 800 110 775 phone number Click down if you have unsuccessfully reached Russells by calling +27 800 110 775 phone number 46 46 users reported that they have UNsuccessfully reached Russells by calling +27 800 110 775 phone number+27 13 795 5840+27 13 795 5840Click up if you have successfully reached Russells by calling +27 13 795 5840 phone number 0 0 users reported that they have successfully reached Russells by calling +27 13 795 5840 phone number Click down if you have unsuccessfully reached Russells by calling +27 13 795 5840 phone number 0 0 users reported that they have UNsuccessfully reached Russells by calling +27 13 795 5840 phone number+27 11 907 8700+27 11 907 8700Click up if you have successfully reached Russells by calling +27 11 907 8700 phone number 0 0 users reported that they have successfully reached Russells by calling +27 11 907 8700 phone number Click down if you have unsuccessfully reached Russells by calling +27 11 907 8700 phone number 0 0 users reported that they have UNsuccessfully reached Russells by calling +27 11 907 8700 phone number+27 51 634 2099+27 51 634 2099Click up if you have successfully reached Russells by calling +27 51 634 2099 phone number 0 0 users reported that they have successfully reached Russells by calling +27 51 634 2099 phone number Click down if you have unsuccessfully reached Russells by calling +27 51 634 2099 phone number 0 0 users reported that they have UNsuccessfully reached Russells by calling +27 51 634 2099 phone number
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Russells emailsrussellscustomercare@jdg.co.za100%Confidence score: 100%Support
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Russells address27 Stiemens St, Braamfontein, Gauteng, 2001, South Africa
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Russells social media
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Checked and verified by Stan This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreAug 12, 2024
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Lounge suite bought on accountOur Commitment
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