Russells
Reviews and Complaints

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.

I would like to file a complaint again. I've been paying for the lay buy and the balance is still the same. I went to the store directly and the store manager told me that they don't recommend EFT payments and they could not track my payments. I provided with proof of payment but still no help. I am very disappointed again with the level of service. The Eshowe Russell customer service is very poor

I bought a JVC 55inch smart TV in November 2022 at the Worcester branch, I paid cash with my debit card, we had the TV for 3months, the screen just went black, the TV was assessed and we've got a new tv on the 14th of April 2023, 13th of May the same thing happend, took the TV to Russels it was assessed, I told the manager Aletta and the area manager Morne I don't want a new tv, I want a refund. The 27th of May the refund was logged, I took in the id and bank statement, I've signed the refund form, then the consultant told me the process will take 14-21 business days. Which is totally unacceptable. The process was not explained before hand. I paid cash, now I must wait almost a month to get my money back.

I will never ever purchase anything from Russels again, not only did I get poor service, my money is somewhere, the complaints department does not reply, I've made numerous calls without any help..

I spoke to my legal representative, I have all grounds and proof to take this matter further. I won't wait that long for my own money...

Pay my refund, so that we can settle this matter

Good day I went to open a credit account at Bellville Russell and it's was approved. I wanted to take kitchen build in cupboards they do cotation everything was fine on the 20 may 2023 they call me to came and sign the contract and I was happy I signed the contract the lady that was busy with my credit tell me she will submit everything on Monday.

On 23 may 2023 I received a call that I did get the school that I applied for. Same day I call the lady that was doing my credit account I explain everything and I ask her to cancel the order and credit because I want be able to pay the credit while I am at school but they tell me that the can't cancel my order

I call Russell credit office try tell me that they can't force me to take same thing that I won't be able to pay.

Can you please help me with my request I just want to cancel everything

I lay by Heritage build in robe 3 door 182 and Cosmo 1350 build in robe last year April at Matatiele shop and I was told to pay delivery as am not allowed to transport the products myself and also not allowed to assembly the products myself. I finalised my payment this year March and the goods were delivered. On the 6/04/2023 their technician came to assembly my wardrobes after a long fight with store. Heritage robe 3 door 182 was assembled and the Cosmo was not because the technician finds one of the materials broken and I refused him to continue with the work. We called the store manager me and their technician informing her about the matter she promised to log a complaint.

On the 11/04/2023 I went to store to lay a complaint formally and requesting an exchange. since then, doing follow up with the store and their warehouse without getting straight answer. But their head office told me that the query has been returned to the store. On 18/05/2023 I called the warehouse as they have promised to come back to me, but they never answer their phone. I called the store, and I was told that I was not going to get any exchange as it is my fault that material is cracked or broken.

I my wardrobes to be fixed before 26/05/2023 or else am going to court

Regards

JENNIFER WULANA

[protected]

I purchased two Restonic Bahama double beds at Russells Vredenburg store on 2023/04/27. The beds were delivered on 2023/04/29 at my Cape Town home. When I arrived home in Cape Town on 2023/04/30 I noticed that these were Restonic Barbados beds that were delivered and not the beds (Restonic Bahama) that I have ordered.

On 2023/05/02 I contacted the salesperson since 2023/05/01 was a public holiday. I complained and was informed that the manager was off sick and I have to wait for the manager's feedback. The salesperson then also checked on the system for stock on Restonic Bahama double beds on 2023/05/02 and it was found that there was no available stock.

On 2023/05/03 the salesperson phoned me informing me that according to her manager (who was still off sick / in hospital at that stage), they are unable to take back the beds since it was open already. The beds, however, were opened by your delivery person, they set up the beds and the beds were not in use since it is the incorrect items.

I made an online order for a 2 piece corner couch which ive been waiting for for 3 weeks.The first time they came to delivery they do not have proper equipment to unscrew the legs and everyday i keep getting smses rescheduling the delivery.I paid cash and this is the service one gets.customer care line is of no help because they keep saying they are escalating the matter Without any proper feedback.

Hey I want to complain about Russell's and how it treated me. I bought brand new (zero) Fridge on the 15th of December 2022. When we got home I tried to use the fridge but it could not freeze my food. I went to the shop to complain and take back the fridge or fix it . They told me that I should bring back the fridge by myself and they said the problem is not theirs but it is the service provider. I feel like they are not giving me customer service and it has been over 4 months and my matter has not been fixed.

Hi I opened account online at diepsloot bambanani mall last year October to buy 228L metallic Defy fridge,November 11 they came to deliver my fridge it wasn't inside the box fridge was covered with plastic,with no invoice, I went to the store to demand my invoice the gave invoice that don't have price of item and guarantee or warranty was shown on that invoice what must I do I used fridge 5 months I noticed that is not working the same what must do?

Please advise

The bed was purchased on the 20:11:2021 the Sales person Sadulia Nazerina. It stated that it came with a 10yr warranty. The mattress split open right around and it looks like it was stappled. My Granny who is over 80yrs send my Cuz to buy the bed on her behalf cash and the MANAGER FREDICK ROUX FROM THE ATHLONE RUSSELS STORE IN ATHLONE CAPETOWN refuse to help her of send anyone out to access the reject that they sold to my gran .She lodged a complain numerous times since last year November and no empathy is being showed towards a senior citizen of S.A. This is very poor customer service from the company Russels itself where incompetent managers are being employed where no solutions are being given.

Last year Nov 2022 I open a lay-by for a Bedroom suite Order No: [protected] at Russell's Port shepstone and made a deposit of R2000, december paid another R2000 and January 2023 paid R1000 with a totally of R5000 and on Mid February I went to the store to make a payment and I was suggested to take a different Bedroom suite Order No:[protected] which I didn't have a problem with that and we process everything that was needed and it was approved and the goods were delivered and I was told that the amount that was set for the lay-by will be transferred to the actual account as soon as they will be approved nothing has happened yet in terms of transferring the funds and I called the seller 3 times she never pick up my calls and never get back to me even though she saw my missed calls and I tried the following week still same story I just wanted to know how far with the processes, on the 16 March 2023 I phone her again 3 time and she didn't pick up and I thought of using a different number which was my work number land line and she picked it up, and I asked her about the matter and the answers that she gave me was not in my satisfactory... so please intervene in this matter as soon as possible Thank you.

So I bought a dining room suit in February 2022 at Russells store in Birch Acres Mall, Tembisa and while the set was still under guarantee, a person tried to sit on one of the chairs and a leg broke. I went back to the store to report the chair and I was told that someone will come fetch the dining suit for repairs/replacement and yet no one came to my house. At the shop I would usually get help from either a man named Zakes at times or a lady named Maria. When I didn't get a response for over a month, I went to the shop to follow-up on the matter and I was told a complaint has been logged. Maria and Zakes even promised that the dining suit will still be replaced even when the guarantee has run out because I did log my complaint before it could run out. I even called customer care and spoke to a young man named Thabang on March 7th 2023 and he told me to go and check with the shop on the progress of the complaint and when I did go to the shop I was told that I can't have my dining room suit repaired/replaced because it is out of guarantee.

I logged my complaint in October 2022 but the store only logged my complaint into the system on the 22nd of December when I had gone for the third time to check how far they were with the progress. I have had enough with these people's incompetence and I want my money back. I have references that show the dates of my complaint and I also have chats with Maria on my phone sending her pictures of the dining room suit and when I asked her to refer me to the head office, she refused.

I can be contacted on +[protected] for more information on this matter.

I bought a Monaco 2.5 Division couch cash on the 26 of July 2022 from Russels Vredendal. At the end of November I took of the cushion covers from the back as well of the seat cushions to wash. When I took the covers out of the washing machine the covers of the seats was torn all along the stitching. I took it to Russels where I bought it. They told me they will come back to me. After a lot of phone calls they told me I am responsible to pay for fixing the covers. I told them it is not my fault because it was poor craftman shift. The guy at complaint told me it is the soap powder (Arial) that I have used. The back covers are fine, they washed well and perfect. How can it be die soap powder if the inside of the material are not overlocked and stitched on the fringes. You can not fix the covers because it is all fringes.

On Saterday 18/02/2023 I went into the Newcastle Russels store and purchased a Lounch Set and 2 x Queen Mattres and Base sets.

On completion of the deal I enquired about the voucher that was advertised when buying over R4499.00.

I was told that the voucher will activate once I received my Invoice after the goods was delivered.

Today when I phone to enquire about the voucher I was told that there will not be a vouchers as its only for the 1st 20 000 customers.

I am really not happy with the service I received from russels Newcastle.

I was promised delivery on Monday 20/02/2023. When I phoned the store at 11 o'clock to find out when my goods will be delivered the Manager promised to phone back - which did not happen.

On Tuesday I phoned again and was told they were looking for 1 more base set. I was once again promised that he will call me back and that did not happen, I phoned again in the afternoon and was told that they found one in Ladysmith and will pick is up and deliver on Wednesday.

Wednesday came and went no call and no delivery. Phoned the store again and was told the same story they are picking up the stock and will deliver but nothing happened.

On Thursday I called again and was promised delivery. At 12 I went to the other store and spoke to the Area Manager. I then received my goods at 2 o'clock.

I will not recommend Russels Newcastle to any one after the treatment I received.

I bought a wardrobe from Russell's Bethlehem, I was told the wardrobe will be delivered on the 10th February 2023. The wardrobe was delivered same date even thought the person who was waiting for delivery people waited more than three hours while we were told they will be at my place after 30min, and I was told to take out all the things that were in that bedrooms so that they be able to connect the wardrobe. Which is what I did.

On Sunday the delivery guy came to errect the wardrobe and mount it on the wall but he found out that the sides do not have the same lengths and as a result he can't put the doors.

Today I went to the shop to explain to the sales Lady and the manager that I'm not satisfied and the manager gave me an attitude, he said my complain is not different than other complains. I requested them to give me another wardrobe or get refunded so that I can purchase from another shop. He said I should wait for the truck to come after two days, and Russell's is not at fault, it's the warehouse. I told him it's not necessary for him to be rude, he can just apologize because I didn't get the service I was promised, he said he won't apologize and I can take my money back and go somewhere else, and I'll get my money after three to seven days

He said they can't make any arrangements for me to get the wardrobe today, and the one that they left at my place will be fetched on Wednesday.

The wardrobe is up, not mounted to the wall and half connected. We are unable to use the bedroom because we had to move things out of the bedroom to the passage and sitting room. I have a three year old in the house and the wardrobe can fall at anytime on him, and when I explain to the manager he says he also has an infant. Things are all over the house and I have to live three more days with those conditions, and all what the manager can say is I can take my money and my complain is not different? Just because my money is in Russell's hands does it mean I don't have a say over it? And we are given an attitude of take it or leave it? Is this how Russell's treats people? it does not care about us anymore since the money is in its pockets? why can't Russell's go an extra mile for its customers since Russell is at fault? who's fault is it if the manager says it's not Russell's fault that I got an wardrobe like that, who should check the goods that we receive as customers? I gave the money to Russell's and I expect good and quality service from Russell's.

On January 5 2023 I opened a layby account from Russells for the 2 seater couch and 5 piece dinette set. On 26 January 2023 when I went to pay up and gets my things delivered I was told that the dinette set was out of stock although it was on the catalogue on special. I was told I will get it on Saturday 28 or the following week Monday or Tuesday. I waited but nothing. I called I was told Thursday or Friday. Today is Friday and I was called to wait at home because they were coming but now they don't have any stock for a couch anymore they will only get it for me next week. I asked from work to leave for that moment. I waited and called to ask where they were but was told they went to the wrong address and they went back so they will deliver later. I'm waiting and frustrated with the level of the incompetency the store has shown. Maybe I'm dramatic but this is unacceptable because I paid and I want those things delivered but there is nothing I can do except waiting.

I'm Hennie Bester ID7003225024089
I'm from Koster north west a few years ago I bought a fridge from your branch in Koster when they delivered it was damaged they closed the store so I went to ventersdorp branch and file a complaint they said they will exchange for me with another make I agreed ventersdorp refused to deliver the fridge at my home and take the broken one up till now the manager told me I must bring in the old one and take the other new one I don't have transport up till now nothing is being done

A Dept company worked with the payments now they send me a letter to say I skipped payment no one let me know that they had withdraw from the Dept company and that I must pay at the store

But before I pay the last installment, I want them to exchange my fridge please
My contact number [protected]
I appreciate your kindness
Thanks
Hennie

I am angry and disappointed ☹️ 😡On the 28th November 2022 I bought 2 wardrobes from umphakathi russels. On the 9th December they delivered the wardrobes which had broken lockers, I then tried to contact them bt didn’t answer. On the 12th December I went to the store and complained, I even showed them the pictures of the wardrobe and they filed a complaint to their head office in Randfontein for exchange. They took time to exchange, taking me from pillar to post then on the 23rd of December they only came with 1 wardrobe for exchange n told

me that the other one was not filed for complaint. So they took the wardrobe they came with back and told me they will call the store to do proper filing for 2 wardrobes for exchange. I waited for long and on the 1st week Jan they called me from head office and told me the exchange will take place within a few days in which didn’t happen. Then on the 11th Jan 2023 I then decided to go to the store and file for a refund in which is taking time again. I called the head office last week to enquire n I was told that they waiting for the warehouse to send a driver for collection. On Monday 23rd Jan I was called by a person from a Jetpark russels warehouse n told me that the driver will come for collection today 27 Jan 2023. I called them at the warehouse early today to find out what time the driver will come for collection and I was told that they don’t know anything about the pick-up and that it was not captured in the system. At then moment I am here and don’t know which step to take pls help.

My Complain ref no-[protected]

Hi there I have a bit of a problem, I laybuyed Lincolin 2 piece bedroom suite early 2022. I then cleared the balance on the 17/12/2022. I was advised that the product will be available ASAP but I have not received the product till to date. The manager of the store was very polite and professional, but I am appalled by the fact that I am getting calls harassing me that I should take furniture on credit whilst I await for my order, I found that so disrespectful. I am also amazed by the fact that a big shop such as Russel's can be out of stock for such a long time. I do not think that is a good way of doing business it is appalling customer service. Kindly make sure that I receive my order atleast by the 1st week of February 2023, or rather credit back my money.

bought Defy 15kg metallic twintub DTT151 for R3999 on the 17th of December 2022, upon delivery the machine spinning section did not work and the next day when we tested the machine again, the washing section did not work either. We notified Russells Moratiwa Crossing (Reg 1958/003362/07) sales representative who sold us the machine and she promised that this matter will be attended to.

To date I have been the one calling and visited the store on several occasions trying to follow up on the status of the matter. I was told that the store is going to send through an assessor who is going to check the machine and give feedback to the store and a decision will be made based on the assessors outcome. The assessor never pitched i even went to the store personally to get the number and called him myself. He promised to come but he never pitched. The machine never worked since we boought, i therefore demand my refund back because i dont want to enter into any further contract with this company because they do not value customer care. i do not even want an exchange because it is clear that i will be shooting myself in the foot going into any business with them.