Russells
Reviews and Complaints

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]

I purchased a laptop last year.
On amount R6999 on account.
I was given options 12 or 24 months and asked for 12 months.
I got help to even sort out my payslips for the purchase to go through.
I was retrenched in August and informed my branch.
They been sending me in circles since.
I then checked my paperwork and they put 30 months and they signed I was not aware of this 30 months.
I emailed Russell's but have not gotten any help.
They force debit my account leaving me paying for more bills yet I am asking them to stop they use a different reference all the time

I bought a lounge suit 12 february when it arrived. It was very sqeeky my husband said maybe because its new but it just got worse I complaint on 27 february and monday the 4th they collected the, 3 seater. They took it away and to date I heard nothing I have to phone all the time and nobody is interested in me. The entire experience was an absolute nightmare all I want is a refund I dont want repaired furniture that stuff was apparently brand new. We paid cash and I want nothing to do with this incompetent business nothing nothing nothing, I have also forwarded this to the ombudsman... So I hope I will get a response now

My younger board a TV at russells Heibron branch. In 2017 around April/May they broke into the house and stole the TV and opened a case at police station is Petrus Steyn and reported at the shop. The man from the insurance came to validate the claim n check how did brake take place and did everything he was suppose to do. No response was given to him on what is going to happen, either the TV will be replaced or not, but he continued paying his intalments? Same year 2017 he passed on in December and we submitted documents at the shop in heilbron and believe until today no response or what so ever have been received. This is really a poor service

My husband went to russells in oudtshoorn to buy us a queen size bed. He payed full amount and we have 5 year warranty. In 3 months of having the bed, the springs started to pop out. Now they dont want to give our money back or give us a new bed. We keep on contacting them. And they keep telling us we wil send you a reference number that the head office wil contact us for so they can give us a new bed. Its already a new year and nothing has happend.

I made a purchase or defy chest 210 fridge on the 28 december 2018 at russells thohoyandou, pist office street. They promised to deliver on saturday as I indicated how emergency it was. They faild to deliver on friday n I call n sms sale consultant with no positive answer. On monday I drove to store n store manager told me to rush home as my order was dispatched l, out for delivery. Still they failed to feliver until I visited the store on the thursday, 02 january 2019. They changed the story, fridge out of stock as I have been told. I requested refund which they told me they can't process without my id book how ever I have original proof of purchase. On friday's I revisited the store n refund was processed n I have been told its done at head office with eft n it will reflect immediately, till today I haven't receive my money back n I have been contacting store with no positive results. Your assistant will b highly appreciated n kindly advise store manager to b nice to customers for customer service n be to fallow employees in front of customers.

We bought a Edblo Royalty 152cm base set cash at Russells Barberton Mpumalanga on 17/08/2018. I launched a complaint last month with the store as on my my side of the bed the springs are coming through. Asked them to call me not my husband and complaint not resolved and paid cash
Invoice no [protected]. They phoned my my huband after I asked them to phome me and he said he does not about the problem and the closed the complaint. I went back to the store to launch the complaint again and they say they cant as it is resolved but it is not as I walked out they started talki g in their language and started laughing! So I get no joy out of my new bed or any customer service and the bed is only 3 months with us has a warranty at least I would like a new mattress as it is clearly a fabric fault and my problem resolved by Russells!

My husband and I took out a loan through Russells, we had a debit order that was going through monthly. We were having financial difficulties at the time and went onto Debt review. According to the debt review company we had paid our Russells account up. My husband was then retrenched in 2014 so we lost the cover of the debt review company as we couldn't pay their monthly charges. Hammond Pole Attorneys contacted us to say that we still owed on that account. They have been debiting R300 monthly from our bank account, but cannot provide me with a statement. When I phoned the call centre the agent put the phone down in my ear.

I called last week Thursday 28/09/2018 to report that the stove was not in good working order and I was told they will send an sms to the phone number on register, that never happened. And I was also told that they will call with a few days and up to today they have not called.
I then called the call center today 05/10/2018 and I spoke to Busi who was very rude and unhelpful as she didn't not know the turnaround times plus she hung up on me when I was telling her that it not acceptable for her to just say she doesn't know when we should be expecting the call.
I told her its over a week since the first time I logged a complaint about the stove and we are having serious problems because the stove is just cold and does not get hot enough to cook with it.

We really need the stove repaired or replaced.
[protected]

In June or July 2018 i was vacationing in Cape Town. While there Russells advertised the 3pc Jessica Gomma Gomma lounge suite for sale. I was in need of a lounge suite as my old one got damaged and yhe insurance oaid me out and took the old one. I went to the branch at Liberty Promenade in Mitchells Plain, liked it and asked if i could buy it and have it delivered to my house in Port Elizabeth to which they replied yes. I bought the suite and paid extra for masterguard. I was informed that i would get a certificate for the masterguard when the lounge siite was delivered. Keep in mind that I paid cash for everything. The lounge suite was delivered to my house. Two weeks later i went home to Port Elizabeth.

When i saw the lounge suite i was really disappointed as for a Gomma Gomma i could feel the planks in my back as well as on my rear end the armrests were creased and the staples were coming loose at the back as well as underneath and no certificate was given to my daughter for the masterguarding.

I called the nearest Russels store who informed me i have to call Liberty Promenade and after alot of back and forth calling eventually received Liberty Promenades correct no. I was out in contact with Glenda of their office who made arrangements for the JD group warehouse to pick up my goods and a few days later they did.

2 weeks later the goods came back with exactly the same faults a delivery slip with someone else name and cell number scratched out and my name written in but my address and i sent it back. I have sent so many whatsapp messages to Glenda asking about my lounge suitas well as telephone calls to Edwina at the warehouse with no joy. I calked the customer service office to lodge my own complaint. I spoke to Monwabesi and explained that i was calling from my cell and asked if he would kindly call me back his answer was that he cannot as they cannot make outgoing calls. My airtime then ran out

To date i have no lounge suite nothing to sit on and i am being inconvenienced. My Grandmother passed away on 24th August and i had people coming in and out my house i was so embarresed i had to borrow a lounge suite for people to sit on

On Tuesday 4th August 2018 the lounge suite was once again brought back. Stapling done shoddy still feel planks right thriugh seating areas and backrests loose threads all over and all other complaints the same

The driver who delivered it informed me that he told your lady by the name of Edwina in Port Elizabeth that i would not accept the Lounge suit because of the defects that were still there.

My contact details are [protected]

Hi, I made a laybye at Russels and paid R4000 for a washing machine. I then later decided that I no longer need to buy that washing machine . i gave necessary documents, copy of an ID, banks statement and my laybye slip and contract.(11.08/2018) The lady refused to make me copies since she said some customers would go claim for money even if they have already been refunded.
Therefore I took pictures with my phone.
Now on the 20/08.2018 I called head office to check when will I receive my money, they said they never rececived any information of my laybye cancellation. When I called the store to ask if they submitted my documents, they said my lay bye cancellation could have been declined but they will call me later on the same day after checking what could be the problem. They never called.
I really need my !oney back.

I bought a laounge suite on 2017 july at Orkney Russels store and only to find that the one of the unit was making noise when you sit and we rported it tha was on August 2017, They send people to collect it and it was returned after august 2017, And still we did not realize that the was a screw that was place under the cushen and it was realized by our children on the holidays of june 2018,
Now really guys I feel that I was not treated fairly and now is August month they did nor returned it, I feel that I deserve a new lounge suite now and I pay them every month instalment.

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

I bought a stove when got home only to found out that one plate is not working, despite that I was forced to buy item that was on demo if I expressed my feeling about that I'm told that I am a trouble maker.the day i brought back the since it was not working i was forced again to took it back home, which i total refused to i asked for refund so that i can buy stove from somewhere else hence i had nothing to cook with, Store Manager told me that refund cant done by them i had to submit my ID copy and Banking to start the process which i dont have a problem with, than after i asked store manager how long is it going to take to get my money back since i had to use my pocket money to buy another stove, her respond was " I CANNOT TELL YOU IS 7 TO 14 WORKING DAYS BECAUSE IF IT DOESN'T HAPPEN YOU WILL COME BACK AND COMPLAIN" was a very confusing respond honestly but i kept quiet and back of my head i considered 7 to 14 working days which came to a surprise on the 8th day when i received a call that telling me i wont received my money till the stove is sold out and she claimed that is the company (Russell's Store) procedure . i demand her Superior contact details of it has became an issue to give it to me . i told her that i will need to escalate the matter till she gave me the number that was keep on ringing without anybody to answer it . i still do not believe that the store is allowed to keep my money and their stove if i am not happy about it not necessary unhappy but not working . my money has to be refund with immediately effect as from now unless i will go the local news paper and exposed them for such a poor service /customer care

Good day

I writing this email with very disappointment.

I have applied for credit online on the 28th of February 2018. I have received an email back within minutes to inform me that I have been approved for R15 000.

I went to 154 Govan Mbeki the same day28th to take my necessary documents (3 x months bank statements, (copy of ID as mine was lost) and my resent payslip.

Mr. Gerber, the branch manager, and Nolotando processed my application again and once again it was approved for R15 000. They explained to me that everything was approved but I just need to go and apply for my temporary ID and then they will submit the documentation and after 2 days it will be delivered.

Friday, 1 March, I took off from work (took leave) and went to Home Affairs and sat there for the whole day applying for my ID. I paid an extra R70 for my temporary ID as this was what I needed to complete my application, told by Mr. Gerber.

Saturday morning early I went to Russels AGAIN and took my temporary ID to them as requested. They scanned they whole lot of papers and submitted it. They told me that everything they needed they have now and that I can choose my "stock" and Monday they will process my app at Head Office someone just need to confirm employment and by Tuesday they will deliver someone from the warehouse will contact me to schedule delivery.

I phoned the office now, between 12:00 and 12:30 as I did not hear anything, Phillip then told me that Nolotando was sepose to call me to let me know that my temporary ID is not except able and I need my original ID.

Now this is totally unacceptable!

I have already applied on the 28th which they told me it was approved and I have taken them my documents and a certified copy of my ID. I can not seem to understand why in any case is not except able?
The manager, Phillip Gerber, advised me to apply for a temporary ID (cost: R140 for the application and R70 to issue the tempory ID) and now its not allowed?
I have ALREADY make place (sell) my old lounge suite to make place for the 4piece lounge suite I have ordered and promised will be delivered by latest Tuesday.
I sold my old bedroom suite, to make place for my new one.
i have sold my old fridge to make place for my new one!

Now this is again totally unacceptable! I am not going to sit without a lounge suite nor fridge nor bedroom suite for 3 weeks + or how long it take for the original ID to arrive at Home Affairs. My temporary ID is valid for 2 months. This was a valid application at Port Elizabeth's Home Affairs on 2 March 2018. At no point in time I was made aware of this that will be an issue. This is a valid proof of identification in any industry even in banks.

With all do respect, please finalize my application. I have already been in uncomfortable situation for one day.

I am awaiting feedback urgently.

Thank you

Kind regards

I went to Russells Kempton Park before 10:00 on the 15th of December and paid via my debit card for 2 Aldo 3 seater couches.
Patrick the branch Manager informed me that delivery will take place either the Saturday or Sunday
I phoned Patrick on Saturday round about 11:00 and he informed me the delivery was scheduled for Sunday before 12:00 as they knock off at 12
after various phone calls made by myself to Patrick, the warehouse phoned me after 11:00 on Sunday and informed me that there was no drivers the past weekend so no deliveries could be made but they will deliver on Tuesday the 19th
I could not accept the delivery then as I am going on leave Tuesday and would not and could not change for this paid holiday
I cancelled the sale in the branch whereby i needed to give a month statement and copy of my ID and I was informed that he would send my refund to Head Office. I spoke to Louisa at Head Office who told me that if she received it today still from Russells Kempton Park she can process it tomorrow
I am extremely upset and disappointed as this was a cash call. Now I don't have money or the couches and no service whatsoever from Russells or Head Office for the refund. as I have to phone again tomorrow to find out if Louisa received my refund claim or not

I received this email acknowledgement early this morning, and up to now not yet any response whether my query are attended to or not
"Thank you for taking the time to contact us. One of our friendly staff members will be in contact with you shortly regarding your query."
This message has been automatically generated in response to the creation of ticket subject RUSSELLS KEMPTON PARK, a summary of which appears below.
There is no need to reply to this message right now. Your ticket has been assigned an ID of [Customer Resolution Centre #565605].
Please include the string [Customer Resolution Centre #565605] in the subject line of all future correspondence about this issue. To do so, you may reply to this message.
Thank you,
JDG Customer Resolution Centre
________________________________________

please attend to this matter ASAP, and show me that there is still good service out there. This is my money after all

Purchased a bed online. Puleng calls me almost immediately to confirm delivery details. Days later no delivery. I call to find out and the service is pathetic! The 086 call center refers you to [protected] - there is no answer on this number. The switchboard controller on [protected] and [protected] transfers call to unanswered extensions! I got an unacceptable email telling me that they do not know when and if they will deliver. This is completely unacceptable and this run around from pillar to post is ridiculous.

Good day,

I went to Russels Grahamstown EC to apply for an account. After a week not hearing anything from them I went back to find out what is going on. I where then told that they don’t have stock and that the application has expired and that they need to redo the application. More or less another week went past and I had to go again to find out what is going on. I where then told that the system is off line and the store will let me know when the system is back on line and when I must come back to sign the paper work. I had to phone myself to find out that the application has been approved and now I can come to sign the contract. I signed the contract on the 25/07/2017. I where then told that the delv will be done between Thursday and Friday. Friday I got told that the delv will get done on Sunday seen that it is month end. I asked how many times pls let me know more or less what time this will be so that I can make sure I am home. I canceled all that I had planed so that I can be at home and nothing happened. Monday I phone the warehouse and spoke to the warehouse manager and he assured me that the delv will be done on Tuesday. Tuesday morning I phoned and where told that the machine I bought is on its way. I spoke then to the Regional manager and he said as soon as the truck is in Grahamstown they will phone me to arrange delv from the store. Round about 15:30pm I got a call from the warehouse to tell me that the truck is 50km from Grahamstown. At that point I lost my cool and phoned the Regional manger and he then told me that he had to do the paper work (delv and Grv) so that PE could delv the machine.

My wife’s washing machine broke down and I had to get a new and seen that I know the staff at Russels I thought that I would go the to give them the deal. Now you must understand that I am sitting without a washing machine for more than 3 weeks and the washing is piling up. It has cost me R100 each time that I went to the Laundromat to get washing done. This has cost me a arm and a leg and I am absolutely beside the point of been reasonable.
This is the worst service that I ever got in my life and I am all my life in customer service. If it wasn’t such a issue to go to a other dealer to get a deal there I would have cancelled the entire deal and just gone to Lewes.

I wanted to speak to the MD of the JD Group but the call center nr is letting the customer hold on the line for ever and you never get to speak to a real life person.

I can’t see on this stage that I will do business with the JD Group again after this washing machine is paid up.

I would love to see how you are prepared to make up for this huge inconvenience that I had to gone through, let alone the financial impact that this had for me.

Looking forward to hear from a senior person at the JD Grout to contact me in the regard.

Thank you

Kind Regards

Rudi van Vuuren
[protected]/[protected]