Russells
Reviews and Complaints

In October 2023, I app**** for a Russell's store account card, and my experience has been nothing short of distressing. During my visit to the store, I was greeted with an uncomfortable situation—an intrusive camera without any explanation, and a mountain of paperwork to sign. When I questioned the sales agent, he dismissed my concerns, stating it was simply part of the process to access my account. Trusting his words, I proceeded, only to discover later that I had been unknowingly signed up for a loan rather than receiving the card I expected.

Despite my immediate attempts to reach out to customer service just two days later, I received no response—an incredibly frustrating lack of support. I had already ordered two items, including a TV, for which I'm still making payments. Unfortunately, this TV has been a source of continuous distress. A persistent ad banner is displayed on the screen, rendering it unusable—preventing me from changing channels, accessing apps, or even adjusting the volume. This has been an ongoing issue. Despite 2 technician visits, each lasting a month due to them removing the tv from my home to their warehouse to have it "fixed" , my TV remains getting an ad display banner, and I am left without the product I deserve which is a fully functional smart tv,

I am tired of the endless cycle of excuses and the lack of genuine assistance from your team. It feels as though Russell's is more concerned with profits than with addressing customer needs. I have requested a replacement TV or an equivalent model from a different brand, yet I have received no respectful response or resolution.

This entire experience has been incredibly disheartening. As a customer who has invested my trust and money into your brand, I deserve more respect and support than this. I urge you to take immediate action to rectify this situation.

I am at the warehouse to collect my bed in East London. When I got here they told me the stuff is all on lunch break! How is that possible? No one is willing to help me get my bed bcz I must wait for all the team to come back from lunch and I don't have the time. How does a company or management send the entire stuff out who's helping the customers?

I am currently fed up by the service I got here and my time wasted for now good reason at all.

I first went to one of your stores purchased a stand which didn't take even a month for it look I had it for years.the cover on top looked like it was wall paper to make it look like wood. At the bottom the stand broke on both ends,they asked me to send photos but still they're not attending to the matter,I need you to come take this fake of a stand because clearly you don't care about your customers, I've been speaking with some of your team from headoffice but still nothing it's been done,I bought this thing of yours at mams square and I'm one of your loyal customer but after this case is resolved I won't set foot again at Russell's because you run your business like a spaza shop.

I bought the TV on the 1st of February 2023

Then on 16 December 2023 it turned its self blank. I took it back to the store on the 16th of December the staff said they will call the supplier or courier so that they can take and have a look at it. Since then if I go there to check if it's returned they said the courier hasn't sent the email about it to come back so I want to know how long must I wait because as I see now it's been too long.

I bought a fridge in Dec 2023 at Russells Randbury Square. And I paid for the delivery amount as well. Which I was later told that I will only get my fridge in a week later. So I requested to take my fridge and ask them to refund me my money back. And I spoke to the store manager and she said no problem I will get the money in Jan and now we are in March 2024 and I still don't have my delivery money yet. The lady is so rude when I ask her why must I keep calling her and coming to the store for my money. If I don't get my money before close of business today I'm going to HELLO PETER and I will go as far as going to make a scene at the store. I will never ever buy at any Russells Store ever 😡😡😡

I am disgusted in the customer service. I bought a family bundle laptop online in december 2023. I have sent numerous emails even attempting to call for a refund but to no avail. Eventually I was told to take it to my nearest russels store belville. I was told it would be booked in and I would get a refund it should take about 3 to 5 days. That was beginning of january. It is not february 2024 and I have still not received my refund. I plan on taking this further. Customer service is useless and nobody can assist. I have sent pics via email thrice so I will not be adding photos again good gosh

My name is Abigail Siziba. I opened a layby account online on the 14th of October 2023. I paid a deposit of R500 the very same day. Later during the month on the 25 the of October, I paid another R500 into the account. To date, the second R500 that I paid does not reflect on my account. I have emailed Russells customer care several times, called them more than I can count, sent proof of payment and they keep te;lling me that the payment reflects on their side, but I don't see it on my account. My account still shows that I only have one payment that I made. There is also teh matter of different reference numbers, order number and two different layby numbers that has not been resolved. This is the worst service that I have received from a company. I am not sure how I can get my refund d back because I dont see myself winning with this online layby of theirs. I cant continue paying when I dont see my first payment reflecting.

Good day,

I bought couches on line and upon the delivery the two seater was uncomfortable and I immediatley contacted the customer service to ask for an exchange but I was given the conditions that if the couch is not in the original packaging / the package was open, I will be charged 15% handling fee and to provide the picture of the couch.

Firstly this couch was bought on line. For me to test the couch I need to open the couch. And I feel the condition above is unreasonable.

I then provided the pictures and I was told to pay the difference and pay another delivery fee.

I am willing to pay the difference in price but not another delivery fee. An when I explai that if the couch was comfortable I wouldn't exchange it. The person by the name of Mbali told me that it is personal preference and not manufacturing fault.

Kindly assist as I would like to exchange or my money refunded.

Regards

Shila

My name is Seani Magau. I finished paying off my layby on the 28th of November 2023. And I have been getting different messages regarding delivery date. First it was on the 1st of December, then the 2nd of December, then the 4th of December, now is the 6th of December 2023.

I don't understand the delay regarding my order, and I don't understand why I'm getting unstable delivery dates. I'm done with the payments and I need my order to be delivered without delay.

The changing of the dates is not fine with me. I called Polokwane land-line, and I was told that there is no date for delivery on their system, how is that possible?

My layby was done at Thohoyandou. The lay by is for Wilddrop, bed and stove. And the sales agent who help me is not being clear to me regarding this matter.

Hoping to hear from you soon. Thank you very much.

I came in looking for a TV on the 25th of Nov 2023 at the Umlazi branch. I spoke to Mdletshe who told me there was an Orion for R1799 but I would have to come back the following day as the stock was at the warehouse. I came back the following day and I spoke to a different employee who appeared to be the one who is in charge. She said she was having trouble checking tv licenses as the system was slow and being offline. She told me to come later or the following day on Monday the 27th of Nov 2023. On Monday I sent a neighbour and she was told that the TV was no longer on special. It was now R2999.

My frustration is that I felt like I was misled from the beginning and wasted a lot of my time.

I feel like the staff are not aligned when it comes to their own regulations. I was given the run around.

I ended up buying the same TV for R2199 elsewhere.

I logged a compaint in February 2023.

Managed to get complaint number [protected]-3126. Up to today 29/09/2023 nothing. I have been calling customer care. The 1st time the shop contacted is when they wanted videos for the faulty drawers. Second time could not pick I was in another call. They did not call again, it was early this month. I called the shop today at 9:34 receptionist promised that tge manager will call back. It is now 13:26 I have not received any calk.

We picked up a fridge yesterday afternoon from Russels in Benoni. The box was badly damaged and we weren't given a chance to view the fridge cause the guy was already tapping the box. When we arrived at home later the evening we decided to unbox the fridge only to find the fridge badly dented and damaged. It's unacceptable that these people gave us a damaged Fridge

Russells in Somerset west has the worst servic3, worst Management and worst Rep. They sold me a Univa black stove who has so much smoke coming from the back, an they actually told me its manufacturered that way, I gave my complaint within ghe 7 days, but nothing happened. There brach manager has no management ethic. Not only is hes communication poor, but I had to phone evrytime to get an update, after he lromised to get back to me. The technician Univa sent didnt know what he was doing, and as for Russells Sales Rep, Graham. He would of been fired from the company I work for if he was a Rep for them. Absolutely worthless in all aspects but quick to sell furniture to you. There sales person who sold me the Univa black stove even tried to get someone secretly to connect my stove for me for a cost. Which I declined. Its been more then a month, I will never buy anything from such a bad store. One day is one day. The wheel turns

Incident happened today on the 4th July 2023 at around 11H00 at Bochum branch. I went to enquire about nondelivery and one of the employee was so rude. He asked me why did I come to the store to enquire ,I should contact the driver and ask him about the delivery. I was so disappointed by his rudeness, I was so shocked and asked him why should I enquire to the driver where as I bought and paid at the store and he replied by saying the driver is the one that called you at the beginning fir arrangements of delivery so why come to store. The bed I bought on the 1st of July not yet delivered

I bought the item described below on 23 March 2023 Russels in Cosmo City through a salesperson called Gerrith. One morning, when we woke up the UPS was not working. On 17 May 2023 I took it back to the same Russells branch in Cosmo City. I have been calling them 01 June 2023, but they are ignoring my calls. They always say they will call me back but they never call. I'm frustrated because I can't work at all now when there is loadshedding as there is no more power backup for my Router.

Product Description: Portable 100W mini rechargeable battery backup UPS

Product Code [protected]

Price: R1,799

Name: Mxolisi Ngwenya

Cell: [protected]

My husband and I took a lounge suite on account on 22/ 04 /2023 in Butterwort.On it's arrival the two seater couch was damaged.

I went there to complain the following day the manager said she will send someone to come and fix the couch ,since then the couch hasn't been fixed.

Now I don't want them to fix it I just want you to take the lounge suite back as we can't keep on paying for damaged goods.

I went the countless times since April till now the issue hasn't been resolved.

Please take back your goods and refund us the money we already paid.

A 80 year old lady bought a 3/4 bed in July 2022. May 2023 she complained that the bed collapsed in the middle. After many visits and call/WhatsApp got no definitive answer but only useless promises. The bed collapsed even more so that is hurts her while sleeping. Please refund her. She urgently needs to buy another bed. She is not interested in another bed from Russels because there is no after service and no quality.

To whom it may concern

Please kindly assists with regards to a purchase made on the 21.06.2023 at the randburg square mall. Please note on delivery bed was damage and this was communicated with your department however to date a replacement bed has not been received . I have contacted both customer services and store directly on numerous occasions . no one can assist . I have requested my deposit back if bed won’t be delivery today … however its seems like store does nt want to release my payment . you people can’t hold my payment . your items are defected and now you have the nerve to tell me you can’t refund me … I will take your company to the ombudsmen and also will lay a formal complaint at the NCC.

I HAVE PAID YOU CASH ….Please don’t steal my money …

Yesterday afternoon bed was supposed to be replaced , the bed set that came is worse than the original bed send …please take back your trash and please refund me my money with incurred interest . I paid for a new bed set if I wanted second hand I would have bought that.