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Russells Complaints Summary

6 Resolved
92 Unresolved
Our verdict: If considering services from Russells with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Russells complaints 98

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5:04 am EDT
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Russells Credit bureau / dispute

I'm simon buti skosana id 8204245405089 o once had an accounts with russell's and both had been paid off but when I check my credit status it shows that russell's listed me i've send both paid up letters but none mach the one on the creditberue please assist by updating my credit status cause I only had twoo accounts. Account no0006365290181313738 and second one is [protected] and the one at itc is [protected] doesn't mach any of my accounts please fix it before I take some legal steps. My contact numbers are [protected]. Mu email is [protected]@gmail.com

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3:03 pm EDT

Russells black friday base set

Russell's furniture store had a sleepmaster queen base set advertised for R2000. I had paid cash in full but the store was out of stock, I aS asked to wait for stock to arrive.
2months later the sleemaster base set was delivered only to find it was a just a foam mattress.

I informed the manager at the pinetown hill street branch. He informed me that he can only exchange it for me if I took a Edblo base set while h meant I had to pay an additional R1299 more which I was prepared to do.

But he was also out of stock and had to wait months when I enquired the manager informed me that he can not exchange the foam base set for me.

The base set is still in the plastic unused.
This is by no fault of mind bad request urgent assistance in this regard.

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3:57 am EST

Russells damaged furniture, r300 voucher not received

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]

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7:52 am EST

Russells pathetic service / no refund after a month / manager is confused.

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.

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1:34 am EDT

Russells poor/slow service

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?

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10:14 pm EDT
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Russells pathetic 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

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6:19 am EDT
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Russells defy twin tub

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!

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8:14 am EDT
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Russells customer service

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

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Sepako
, ZA
Jul 02, 2018 8:57 am EDT
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Good Day
My name is Mpho Sepako I will like to complain about the service I got this afternoon around 15h00 stone of the branches in potchefstroom River Walk mall, I was paying my DSTV and wanted to buy some combo of kettle, iron and microwave but the lady she told me that she can't help me with my DSTV as she was busy capturing and with the rude manner that she's alone and the store manager was off so we can go to other shops as she said with the rude tone. And It was not the first time she done that she's not good for the business i hate when I need to purchase something with my money and the other person been rude. Please deal with this matter or i will escalate it further my number are [protected] my email is msepako17@gmail.com

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8:49 pm EDT
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Russells bought a lounge suite and confirmed within 7 days to collect and cancel contract for refund as quality is bad

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.

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Britney Thompson
, US
Dec 30, 2020 10:36 am EST

Total disgrace to ever be be associated with Russells.They removed my lounge suite and agreed that i give the 4000 to replace it for a new one, after consulting with area managers and complaints department, I was now suddenly declined by some new manager.Hi Mr Deon

As per our telephone conversation this morning I have advised you that you never paid the extended guarantee when you purchased your

Lounge suite. Legally we are not obliged to assist in this matter as it falls outside the supplier guarantee, however after your explanation

I agreed that we would let you pay R4000 as EGT and we will follow the Extended warranty process to have your lounge exchange.

I must state that this is our firm offer and should you not be happy I will advise that you seek legal advice, So please address all issues

With me and I will escalate if need be . We await your final decision whether you take the offer or you escalate the matter .

Hope you find the above in order, we would love to keep you as our customer.

Kind Regards

Sipho Matshoba

Area Manager Durban

88 Broad Street Durban

Tel : [protected]

Cell: [protected]

Email : siphom@jdg .co.za

Description: cid:image006.png@01D4665A.C5DC0E90

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2:49 am EST
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Russells lounge suite new

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]

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12:06 am EST
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Russells service failure

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]

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Nihate
, US
Jan 19, 2011 4:53 pm EST

I bought a lounge suite from Russless Randburg in mid-August 2009. They took long to deliver them and I went to collect them myself. So they promised they will reverse the delivery fee of R1, 000 they charged me. I have made more than 15 calls and visits to the manager and nothing has materialised. They always tell me by 'this Friday' it will be done. I am tired of this and all i want is them to settle my account.

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Subber
, US
Feb 05, 2011 3:31 pm EST

I am tired of you calling me unneccesarily every month.I was wondering, how can you call me just to tell me that you received my payment and one of your sales consultant told me that all these calls you charge them from my account. So, when calling me you just want to charge me for nothing. So stop it now.

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6:33 am EDT
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Russells torn furniture

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.

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1:28 am EDT
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Russells incorrect settlement discount

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.

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1:46 am EDT
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Russells damaged goods

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.

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Update by Dumisa Maku
Oct 15, 2013 1:44 am EDT

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.

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At noma
, ZA
Jul 15, 2016 7:03 am EDT
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I bought a bedroom suite a month later I found out that it had scratches and a year later o found out that it was falling apart while I was still paying I did report to the branch wish is malvern johannesburg in Julies street..now I I'm was retrenched from work and they refuse to pay my account even though I was paying their store life cover...

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Wayne Moore
, CA
Oct 15, 2013 3:11 pm EDT
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How dare you state my password on this e mail. I will have to change it now - not very professional!

Wayne R.. Moore

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11:23 am EST
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Russells bed faulty

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.

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SN Maripanyi
, ZA
Jun 21, 2011 3:38 pm EDT

I bought a Hi Fi from Russels in Desember 2010, when I opened the Hi Fi there was a cable missing and the sound of one of the speakers was not normal, I took the Hi Fi back and complained, they said that I should wait they will replace a part that was making the noice on the speaker and get a new cable for the other speaker. Since then the Hi Fi has been with them, I can't get any help from them and they don't solve my problem. Could you please help me.

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11:43 am EDT
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Russells no service after account settled

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.

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12:49 am EDT
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My fiance purchased a washing machine and later a HP notebook from Russells in Knysna. Few months later she was retrenched. She went to the store to complete necessary documentation and was told to make no further payments. Few months later went back to purchase a fridge only to be declined due to the previous account laying at their legal department. We...

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I purchased a madina lounge suite from russells ladybrand in december 2008. I reported this matter in february 2009 and was told the lounge would be collected for repairs, that was done and instead it was badly damaged rather than to be repaired. Now I want to exchange this suite and I am being told I was supposed to have reported this within 7 days but...

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Russells contacts

Phone number

+27 800 110 775

Website

www.russells.co.za

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