Russells
reviews and complaints

27 November 2021
Order Number : 6003660

On the 25 November 2021(Thursday) I purchased a fridge which I was told I can come collect the following day(Friday)(Lied to) to me that didn't sound right I instead offered to come on Saturday . On Saturday the fridge was not in the store I then opted for a refund which the manager told me the refund will be processed immediately(lied to). Honesty is a key to every business and builds good relationship with customers. I wasn't going to take my business somewhere else if good business ethics where applied.

Honesty is key

On the 19th of October I applied for an account which was approved and I took a KIC fridge. It was only delivered to me on the 26th with scratches. The delivery guy was working alone and was violently dragging the fridge inside the house. When I asked why he is shaking and dragging the fridge and who is assisting him with the delivery, he demanded my mother assist him. He gave us 1 page and immediately left.

The fridge didn't come in a box. I was informed by the store associate helping me that they are giving me the display because they don't have what I want in their warehouse. I had been waiting for long so they'll give me the display and they will later change the fridge. On the day I informed the store that the fridge was damaged and had scratches, I was told they will log a call. On the 24th I went to the Richards Bay branch and was told to remove the plastic on the fridge. I did inform them that there is no plastic. I did not even want a KIC, I had to settle because they said they don't have the Defy fridge I wanted

I'm very dissatisfied with the service I'm getting and I want what I am paying for, not some reject the store doesn't even want.
I would appreciate it if you could give me a call as early as possible.

Thank you
Smilo Ntshangase

On August, 24, 2021 I applied online for layby for a Sealy agro queen size bed. I transferred R1500 to the provided account and emailed the proof of payment and my ID photo, but no one has contacted me regarding this layby. I called several times and I didn't get any response
To resolve the problem I would appreciate if your company refunds the R1500 I paid.
I look forward to your reply and a resolution to my problem and will wait until September, 30, 2021 before seeking help from my state consumer protection.

I have settled my account and sent a proof payment to [protected]@connectfin.co.za. A day later i realised i made an error on my reference no, a single digit was wrong. Called in and sent countless emails, with no help whatsoever. I was sent from pillar to post even on this very moment, my account is still in arrears even though i have settled it and nobody is willing to assist. My credit score is on the line! I am very disappointed with the customer service i received. I want this matter to be dealt with professionally. My Ref no is [protected]

I ordered an item online from Russells on the 31/10/2020 and payment was then confirmed on the 02/11/2020. I waited for my delivery since up until I contacted their customer services and I was advised that the delivery takes up to 15 business days. After so much struggle, calling them back and forth, I was then advised that they have run out of stock of the item. And will then refund me. I have been waiting for my refund for 2 weeks since it was confirmed that they will process it. I called them today and spoke to Dikeletso who gave me too many " I dont know' which frustrated me cause clearly she does not know what she is doing. I asked to speak to her senior, she didn't even know what that. And I explained that i'm looking for a manager. Which of cause the manager was not available. Im really not surprised. I have not received my refund and they not doing anything about it, I have asked for proof, that they are actually doing something about this but nothing. No email from them. And that manager didn't even care to give me a call as I have requested that I need a senior to call me with answers. Such * service. They gave me a reference number; 1000154048.
My contact is as follows: [protected] ([protected]@gmail.com) Name: Zizo Mambumba

My mom was at the East London Store today (21/08/2021). They told her that she will be charged a handling/service fee.

I requested for my mom to hand the phone over to the Store Manager. The Manager said she is busy and cannot take my call.
This is appalling and unacceptable. It is her responsibility to provide an explanation when required to do so. She was not going to be doing me a favour as I was going to pay for that service.

This is extremely upsetting and disappointing.

Very very bad customer service and incompetent staff, russell's is now robbing me. I settled my account on the 31 may 2020 in june they told me still have balance of r206, 86 for charges told them to take in on the 27th of june instead of them taking r206, 86 they took the full instalment of r717, 60. I kept phoning them for my refund they only gave me r158 still waiting for the rest of my money there were supposed to give r500 and something. The guy who checked for me last time I called saw they made a mistake that's not the money they were suppose to give. He said he will send a sms through them he will get back to me till now. Plz use [protected] to contact me im very angry coz never missed even one payment and that's the thank I get from you. You must know you chasing customers away from you cz will tell others never to buy from you'll. I want the rest of my money or else I will report you on papers

Good day,

On 27 December 2019, at 08:56, I purchased a base set with a bedroom suite at Russels Klerksdorp, cash.
On advice of the shop manager, I bought a Sleep Master Remington MK2 152cm baseset (P), with a 10year warranty & guarantee.
During June 2020 I phoned the branch, complaining about the base set, Maria told me they will send out someone to assess the bed.
Today, 03 August 2020, again I phoned to follow up on the situation, because currently I am do have severe back pains because of the bed, sounding like its 20years old. Maria told me it shows on the system the base set was changed on 21 July 2020. I did not receive a new base set.
Can someone please assist me regarding this matter?

I bought a fridge on the 01 of june but still not yet delivered for the whole week but I did tell the store clerk lindah that im not available for delivery during the day because both of us are working we are only available after 5, they said I must not worry they will organize my delivery after 5 because I wanted to get someone to deliver for me they said is not allowed, I was also called by someone from headoffice on friday 05june to confirm my delivery on monday and I also stated that we both working no one is available during the day she said she is noting that, it was painful when someone called me around 10am today on monday saying that im on my way to your house for delivery.. I told him that no one in the house I confirm with the store and headoffice for after 5 delivery he kindly said I will take it back someone will deliver it after 5... Ten minutes later the very rude guy called while I was still explaining that I confirm the delivery after 5... He said do you really think we work with zombies that can wait to deliver your fridge after 5 what kind of woman are you who doesnt have children, even thou it was painful the way he was swearing at me I said I confirm with the store he said you are telling me sheet because I work in the warehouse I have nothing to do with the store people, I drop the call and contact the store, half n hour later I ran to the store when I start explaining the problem because I wanted my money seriously the way I was dissapointed their faces looked angry they said the guy just left the store he was swearing at them also... I dont know his name but the store people know his name but the number he called me on to swear is [protected]... Im so crossed after waiting for long instead of apology you are swearing to the customer like that... I want my money back the service you gave me is disgusting even indian store are far better than russels coming to service I will never recommend anyone or enter russels store anymore, im still very heartbroken that someone can swear at me like that... There are lot of stores that I could have bought a fridge but I chose russels but I receive the worst service ever even the spaza shop deliver a better service than russsels. I didnt borrow money from you but I purchased cash …. This guy is a downfall to your company his attitude is very bad.

About a week ago, I bought a TV stand at Russells . Which they were suppose to deliver on tuesday. But since I am not allowed to have my phone with me at work. I gave them my brother's. But they keep on calling me instead of my brother and they still have not delivered. Went there yesterday the manager just told me I have to wait another tuesday again. Because in the warehouse they are doing stock count ( which is not my problem). I will never buy form Russells again . If I have to wait so long for my furnisher to be deliverd

I opened a Russels account in Feb 2019 in Puthaditjhaba. I was on my way to Bradlows to buy a bedroom suite and base and mattress when I was approached by a sales assistant from Russels who convinced me to open a Russels account and ended up purchasing the furnisher I required. This was the biggest mistake of my life and I regret ever making that decision. I opted for a debit order that goes through every month on the 29th. Every month for the past 6 months on the 30th I receive an SMS that states that I have not honoured my agreement with Russels and that I have not paid the R831 payment due. Immediately after the debit order has gone through I receive these threatening messages. I have contacted their call centre several times and they would just apologise and say the messages are automated and must be ignored. I have requested to talk to customer services management and the consultants have refused to put me through to lay s complaint. I feel this is unprofessional, rude and rediculing and definite ill-treatment of their clients when a system has been created to treat one like an indecent dishonest human being who does not honour her contractual agreements. Russels strategy to get payments is unscrupulous and manipulative in nature. I feel so harassed by these endless SMS every month after I have paid my account. They are very careless and I feel I should embark on a mission to warm fellow south Africans about the lack of peace after opening a Russels account. I cannot wait to pay it off and finally close it. No manager has ever responded to any of my complaints regarding harassment since September. Every month it's the same horrible threatening messages and every month I phone some consultant apologises and say someone will give me a call back. I am extremely irritated and angry. Shoane Lebona [protected]

I Made a lay by on the 21.10.2019, and was paid it off on the 25.11.2019 they told me it will be delivered no later than that week but it wasn't. I went to the store to inquire and I was told I'll get my parcel on suterday the 7th of December still no luck nor a phone call to inform me abt the delay... m so disappointed with russells cos this is not the first time, first I even cancelled my lay by because they were not being honest and poor customer service

Wat irritates me more is that they will incourage u to make that sale but later they don't care.
All I need is my cash back I'll go to other furniture stores that will supply my needs

I bought a twin tub washing machine on Friday 29 November 2019, same was delivered to my place on Saturday 30 November 2019.
However I tried to use it today and to my surprise its not working, the moment I switch it on it smells as if something is burning and it just makes a sound but not doing the actual work. Kindly attend to this as a matter of extreme urgency.
Frustrated customer
[protected]