Russells
reviews and complaints

I was speaking to a "Lungi" asking to be transferred to customer services Russell's. And instead she started calling out numbers, and I asked why she was doing that. She said because I was calling numerous times and I said I wanted to be put through to customer services and I didn't request any numbers and she started shouting out the numbers. And I asked for her name she said it's "Lungi" and I asked for her full name and she refused. Is this the kind of service JD Group provides? She even went to the extent of saying just because I am a customer doesn't mean I'm always right.

I ordered a mattress from Russells online. 2 days after purchase I went online to track my order and it says my order was delivered at 9:30pm!

I phoned them and they advised only the chat on the website could help me. This matter was then escalated and thats where they left it.

I never heard from them again nor did I get any refund.

There is nothing more I can do.

Good day Team

I made an online purchase of an Omega speaker on 28 November 2022, I received the speaker on 8 December. When I got home with the speaker I wasn't happy mainly because the speaker was not Bluetooth enabled.

I lodged an online query about making an exchange on the 9th of December, and I received an online reply on the 12th of December that I can take the Speaker to any Russells that is Nearby. I am someone who works Monday to Friday and Off on weekends. So I told myself I'll go when I'm off and exchange the speaker.

On the 16th of December, I made a call to the Athlone Russells Cape Town and I was told they don't do exchanges on that store, they ended up giving me a number [protected] to organise an exchange, and after calling this number I was given a secondary number [protected] and after calling this number I was told I can't exchange the speaker because 7 days were finished. This came to me as a shock because I didn't know about the 7 days window and it's not even on the Invoice I received. I don't mind paying extra for the VolkanoX Python series Bluetooth speaker you currently have in stock.

I've cancelled my Lay-by in one of the stores in EC. I mean I was told I will get my refund in 7 days where I was supposed to furnish my banking details , slips and ID copy which I did. But even now nothing.

When I paid for layby, I used cash but why when I need a refund being told to get bank statements and all the hoops that I was meant to jump through?

I ordered 2 beds on the 1 November 2022.I was sent an email on 2 November 2022 by DH home who works on behalf of Russels-Kindly note that one of the base set(COZY NIGHTS SERENITY 107CM FOAM B-SET) you have purchased is a special order(Non Standard Product) - we need to order it from the supplier - and the supplier has to manufacturer it from scratch - the process takes 3-4 weeks to be finalised.When I phone her a month later she said that their system reflects that both beds were delivered on the 11 November. BUT I ONLY ONE BED WAS DELIVERED.How can they send a bed that is still being made?They are making me phone different places that are not helpful.

Ref: : BA-GOMM-[protected]-4299

I lodge a request to have my sofa that’s still under warranty repaired, I was told by 5 different agents that collection is lodge for today 02/12/2022, my last call today at 1pm the agent promised that it will be collected today latest 6pm. No one has called & its now 17:25pm I’m so disappointed in Russell’s.

Comment: Service I received was hell,I have an open view decoder which I bought at your store and it not working,so I went back to the store I bought it from,Sontonga mall. The lady the is very rude her name is Babalwa. As I see it you don't value your customers if people who work for can treat me as a customer this bad,we agured for some time when I was asking her questions about the decoder,I even decided that can I get my money back because it's been two weeks attending the matter but I'm not getting any help.she told me the is nothing I can do to her,I think I know it all because I'm a customer and told me to futsek. Now I'm two months pregnant having to agure with her my blood pressure went up, I'm having episodes because I'm stressed it three weeks now I haven't received any help I just need my money back,I'll be taking my business else where. It's festive season now you should be treating customers good.i just need my money back please 🙏 I'm tierd of the stress I'm getting from your shop.

My Mother Martha Kekana lay byed Clarissa 2 Piece Bedroom Suite M2 at Russells Jubille Mall in Hammanskraal and was assisted by Shirley Setshedi [protected] and ever since it was delivered they promised to come adjust her headboard and last week it fell and she phoned Shirley Setshedi in Jubille and even today she has never phoned or sent anyone to come and properly adjust the headboard. My mother wanted to buy the Defy Top Loader Washing Machine and after she received such service she is no more looking forward on buying anything from Russells Furniture Store. Her contact number is [protected]/[protected] Ms Nkekolwana Martha Kekana and i am her daugher and can be reached on this number [protected] ELizabeth Kekana.

I purchased a TV from Russells Edenvale in May, its August now! I have been contacting the store, directly, telephonically, and via email, to no avail, I am paying for insurance for my TV, BUT I DON'T HAVE THE TV! The TV was stolen the day AFTER it was delivered, and the insurance company claimed to have contacted me regarding this THEY HAVE NOT and then tell the store the claim is rejected. IF THAT'S THE CASE cancel this order and refund me for the months I have been paying for something I don't HAVE!

To Customer Care

Complaint: Russels Hluhluwe South Africa

Date of incident: 10 August 2022

Time of incident: 12.30

Reason for complaint:

At 12.30 my mother and I wanted to buy a new washing machine from Russels In Hluhluwe. There were 2 washing machines on display. One was a Hisense, and the other one was a Defy

Both were advertised at the same price.

The one Price card indicated that the machine is a Hisense and the other Price card clearly indicated that it is a Defy but both were advertised at the same price

We decided on the Defy machine

My mother went with the sales lady to the office to make the payment

The sales lady came back to us and said the price for the Defy was advertised incorrectly

I went to the manager to tell him that according to the Consumer Protection Act, they have to charge us the price that was displayed

The manager did not want to listen to us and insisted that it was a mistake and that if we did not want to pay the higher price, then there “is no deal” (His words)

While I was trying to tell him what the Act says, he says that there is a fidelity guard that he must attend to.

I said to him that as a customer we need to finish the discussion

He was not interested in continuing with the discussion

He told me to wait outside his office

According to the sales lady they forgot to change the price on display. (They were supposed to do it already early in the morning) “her words”

When we walked into the store, all of the salespeople were sitting around doing nothing.

They had the whole morning to change the prices but they were sitting around the whole morning doing nothing

We were the only customers in the store so they were certainly not busy with customers the whole morning.

In terms of my rights and a customer under the Consumer protection Act I insists that they sell us the machine at the price that was advertised

I await your reply

My contact details are [protected]

Regards

My account was handed over to mbd, I then mistakenly made a payment to Russell's online, when I called Russell's to check if they received my payment, they then told me I was supposed to make payment with mbd, I then made my payment with mbd and it was successful.

So I went back to Russell's to request a refund from the R1201 payment I made, but to my surprise I only received R280.

Kindly help I want my money back

this is the worst service ever i took a fridge bed washing machine caoches and kettle and iro with russels fine they delivered everything all good saturday the guys that delivered left before even opening the box of the fridge when we opened there was a dent on the fridge i reported this immediately to the agent at russels alberton even sent a picture they mentioned someone will come out and bring a new fridge my partner took leave and still no response we waiting for the fridge our meat already deuterated as we dont have another fridge this is bad i am not going to open and use a broken fridge for even pay for it this is bad service

Good day,

I am writing this mail to lay a complaint about the service I have been receiving from both the store and the call centre agents. Russell’s and connect financial service

I went to the store on the 29th of June to settle the account and the cashier advised me that I needed to pay R9632.20 to settle the account.

I kept on receiving the SMSs and text’s telling me that my account is in arrears with R228.75, According to the statement, as I checked now, I was owing to you guys R9980.41, A debit went off on the 25th for R571.18 and I made a payment of R9632.20 please calculate all this amount and tell me how much they sum up to unless there are hidden fees, I am not aware of.

I am not the one at fault as the cashier advised me that I needed to pay the amount I paid why should I be penalized for a mistake that was not done by me. I won't be liable for that money, the cashier should not me and I have been sending emails but no one seems to bother themselves with my case.

I have attached all the communication I have sent to this email.

On Wednesday the 3th of May 2022, I bought a new laptop aat Russell's in polokwane. On Friday the 5th I wanted to use it, so I charged it to full battery, as I'm using the laptop the battery kept on being used up faster, which is something we wouldn't expect on a brand new laptop.

The laptop that I had been given is the one that was being used as a display laptop, I think that the reason for the battery to be used up quicker is because since it was opened it has been been plugged on the charger and that affected the battery

So today on the 9th of May I went back to the same shop to ask for a new laptop, but one of the salesman refused to give me a new laptop but rather he said he would get me a new battery.

I bought couches from your store in Krugersdorp the single couch broke so I logged a call last moth the 12 every time I call they say I should be patience last week Tuesday they said someone is coming out which never happened I call again on Thursday to find out they gave me a number to send photos to which I did the that WhatsApp line said they cant help I should contact the store so its almost a moth now my couch's is still not fixed

I bought Queen bed, TV and Stove on credit at Russells. Capitec Bank settled the Account last year on the 26 March 2021 (settlement of R3300) and on the 26 of April 2021 after the settlement was made they 8deducted R516 from my account and I did understand why they did that so I reversed it, at a later stage they called saying I owe them and I asked how? the Collector said I reversed R516, I asked how can one reverse R516 from the R3300 that was paid? He never responded. He said so many things I didn't understand and I ended up agreeing to pay R200 and ever since I have been getting calls, emails. They have never got back to me with a further information/investigation. Now they are saying I owe R1038

Russells is spouses to open at 9 and tje store is still closed now the client needs to wait for them why

I went to buy a bed at Russell's atteridgeville and spoke to salesperson Kamogelo who advised that he has the bed for R2700 as advertised available and I swipped I was charged R3599.00. I immediately came back to rectify the error. And the manager Johanna told me that she cannot refund my money and the bed they gave me is incorrect and the one I want is not available.

She further advised that the refund will take 14 days.

They were quick to mislead me into buying the incorrect product ,however they cannot process a refund immediately

JOhanna the manager told me that there warehouse has the bed i want however I must either collect it or pay R295 delivery

This is Russell's warehouse. The service is poor and has employees that are imcompatant

I boght a 55 sunsui television at Russels Dundee it started giving problems while it was still under warrant. We took it back into the shop at Russels Mtubatuba it was sent to Durban for fixing. It came back working after a month it was blank we took it back into the shop it was sent to Durban again. and it came back again with a note saying I should be given a new TV. I've been refered to several people with no help. I even went to the shop to choose a Tv but still I dont get help.

Hi I purchased a lounge suite from the russell's store in Port Soepstone in 2019.
The one recliner cable was always slipping off complained to store but they were unable to help us. We now have a problem with the leather peeling off the headrest which started ion 2020. We complained to the store and they were even u able to pick up our purchase and find the invoice and eventually we sent an email to the store and they also took months to get back to us only to tell us that we must pay for the transport and repairs as the warranty is expired but this is very unfair to us cause we were battling to get any help from the store for a very long time. We would love to have someone contact us so that we can talk about this on [protected]/ [protected].
Thanks
Mr R D Pillay