CB Furniture Stores Russells

Russells review: Defy fridge

Alison Rajkumar of ZA

Feb 18, 2026 8:41 am EST

Verified customer

Featured review

I am writing to formally lodge a complaint regarding a Defy fridge that I purchased and that was delivered on 18 February 2026.
Upon delivery, I immediately noticed two issues with the product:

The fridge has two different tones/colours on the side panels, which clearly indicates a manufacturing or handling defect.
The protective plastic on the fridge was pulled off halfway, suggesting that the unit was either tampered with or not handled appropriately before delivery.

When I raised these concerns with the warehouse advisor, I was met with rude and abrupt behaviour, which is unacceptable and extremely disappointing. I then contacted Russells and provided photographic proof of the defects. I was informed that I would receive a follow‑up call; however, no action has been taken and nothing has been resolved to date.
As a paying customer, I expect both quality service and a product free of defects. I request the following as a matter of urgency:

A replacement fridge in perfect condition, or
A full refund, should a suitable replacement not be available.

I also request feedback regarding how the poor customer service I experienced will be addressed.
Please treat this matter as urgent and confirm the next steps as soon as possible.
Kind regards,
Alison

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I am writing to formally lodge a complaint regarding the ongoing issue with my damaged fridge and the lack of proper communication from both Russell’s Head Office and the store.
Despite multiple attempts to request updates, I have not received any clear or accurate information about the progress of my complaint. Each time I contact your teams, I am given incorrect or conflicting details, and at no point has anyone provided meaningful feedback or a timeline for resolution. This level of service is unacceptable, especially considering the essential nature of the appliance and the inconvenience caused.
I kindly request the following:

A formal acknowledgement of this complaint in writing.
A clear update on the status of my damaged fridge, including what actions have been taken so far.
A realistic and confirmed timeframe for the repair, replacement, or any next steps.
A single point of contact who will provide consistent and accurate communication going forward.

I expect this matter to be treated with urgency. If I do not receive a satisfactory response within a reasonable timeframe, I will be compelled to escalate the matter further.
Thank you for your immediate attention to this issue. I look forward to a prompt resolution.
Kind regards,
Alison

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