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Russells
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Russells Complaints 122

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9:26 am EST
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Russells Refund

On November 2022 I asked for refund they asked me to bring along a bank statement, affidavit so I did. They told me that they will send it straight into my bank. Now it's 2023 I'm still waiting for my refund. The store name is Russells marble hall, I want a refund of an Ann that stopped working and I took it back to the store in August, they are unable to fix it so I asked for a refund!

Desired outcome: Please refund,I'd appreciate a response.

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1:23 am EST
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Russells Washing machine

I laybed a washing machine on the first week of April and I finished paying for it on the 18th of December because I wanted to use it for festive season. I told them to deliver the machine on Saturday, they confirmed that they will do so but they never delivered, then on Tuesday they called me to confirm that they will deliver the machine but they never informed me the date of delivery a week went by I started being worried I then called them I argued with them for a long time then they decided to refer me to Zakes he then told me that they will deliver on the 28 I called him on the 28 his phone went straight to voicemail even the following day. The place where I bought the machine is beatcres mall Tembisa at sangweni

Desired outcome: My machine should come back or they refund me so that I can buy somewhere

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Update by Nyiko Mushwana
Dec 29, 2022 1:28 am EST

Russell service is bad

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4:00 am EST

Russells JD group switchboard

I was speaking to a "Lungi" asking to be transferred to customer services Russell's. And instead she started calling out numbers, and I asked why she was doing that. She said because I was calling numerous times and I said I wanted to be put through to customer services and I didn't request any numbers and she started shouting out the numbers. And I asked for her name she said it's "Lungi" and I asked for her full name and she refused. Is this the kind of service JD Group provides? She even went to the extent of saying just because I am a customer doesn't mean I'm always right.

Desired outcome: Discipline your workers. Teach them phone etiquette!

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3:01 am EST

Russells Mattress

I ordered a mattress from Russells online. 2 days after purchase I went online to track my order and it says my order was delivered at 9:30pm!

I phoned them and they advised only the chat on the website could help me. This matter was then escalated and thats where they left it.

I never heard from them again nor did I get any refund.

There is nothing more I can do.

Desired outcome: I want a refund and an apology.

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5:04 am EST
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Russells Exchange of a product

Good day Team

I made an online purchase of an Omega speaker on 28 November 2022, I received the speaker on 8 December. When I got home with the speaker I wasn't happy mainly because the speaker was not Bluetooth enabled.

I lodged an online query about making an exchange on the 9th of December, and I received an online reply on the 12th of December that I can take the Speaker to any Russells that is Nearby. I am someone who works Monday to Friday and Off on weekends. So I told myself I'll go when I'm off and exchange the speaker.

On the 16th of December, I made a call to the Athlone Russells Cape Town and I was told they don't do exchanges on that store, they ended up giving me a number [protected] to organise an exchange, and after calling this number I was given a secondary number [protected] and after calling this number I was told I can't exchange the speaker because 7 days were finished. This came to me as a shock because I didn't know about the 7 days window and it's not even on the Invoice I received. I don't mind paying extra for the VolkanoX Python series Bluetooth speaker you currently have in stock.

Desired outcome: I would appreciate an exchange

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6:31 am EST

Russells Unpaid refund

I've cancelled my Lay-by in one of the stores in EC. I mean I was told I will get my refund in 7 days where I was supposed to furnish my banking details , slips and ID copy which I did. But even now nothing.

When I paid for layby, I used cash but why when I need a refund being told to get bank statements and all the hoops that I was meant to jump through?

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1:04 pm EST
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Russells (COZY NIGHTS SERENITY 107CM FOAM B-SETand service

I ordered 2 beds on the 1 November 2022.I was sent an email on 2 November 2022 by DH home who works on behalf of Russels-Kindly note that one of the base set(COZY NIGHTS SERENITY 107CM FOAM B-SET) you have purchased is a special order(Non Standard Product) - we need to order it from the supplier - and the supplier has to manufacturer it from scratch - the process takes 3-4 weeks to be finalised.When I phone her a month later she said that their system reflects that both beds were delivered on the 11 November. BUT I ONLY ONE BED WAS DELIVERED.How can they send a bed that is still being made?They are making me phone different places that are not helpful.

Desired outcome: Either give me the second bed-COZY NIGHTS SERENITY 107CM FOAM B-SET or Refund my money!You guys cannot make me pay for something I have not yet received.

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10:35 am EST
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Russells 4 month old son (still under warranty)

Ref: : BA-GOMM-[protected]-4299

I lodge a request to have my sofa that’s still under warranty repaired, I was told by 5 different agents that collection is lodge for today 02/12/2022, my last call today at 1pm the agent promised that it will be collected today latest 6pm. No one has called & its now 17:25pm I’m so disappointed in Russell’s.

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9:14 am EST

Russells Service I received was hell

Comment: Service I received was hell,I have an open view decoder which I bought at your store and it not working,so I went back to the store I bought it from,Sontonga mall. The lady the is very rude her name is Babalwa. As I see it you don't value your customers if people who work for can treat me as a customer this bad,we agured for some time when I was asking her questions about the decoder,I even decided that can I get my money back because it's been two weeks attending the matter but I'm not getting any help.she told me the is nothing I can do to her,I think I know it all because I'm a customer and told me to futsek. Now I'm two months pregnant having to agure with her my blood pressure went up, I'm having episodes because I'm stressed it three weeks now I haven't received any help I just need my money back,I'll be taking my business else where. It's festive season now you should be treating customers good.i just need my money back please 🙏 I'm tierd of the stress I'm getting from your shop.

Desired outcome: I want my money back

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Nyiko Mushwana
Tembisa, ZA
Dec 29, 2022 1:13 am EST
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I laybed a washing machine at Tembisa mall(sangweni)and I finished paying for it on the 18th of December even now they haven't delivered I've been calling everyday with no luck ,the guy who is busy with the matter is Zakes and after I argued with them I received a SMS saying my laybye just got activated meaning all along I've been paying for nothing. The service of Russell is very poor and according to me they should close it. Zakes number now is no longer working [protected]

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7:04 am EST
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Russells Clarissa 2 Piece Bedroom Suite M2

My Mother Martha Kekana lay byed Clarissa 2 Piece Bedroom Suite M2 at Russells Jubille Mall in Hammanskraal and was assisted by Shirley Setshedi [protected] and ever since it was delivered they promised to come adjust her headboard and last week it fell and she phoned Shirley Setshedi in Jubille and even today she has never phoned or sent anyone to come and properly adjust the headboard. My mother wanted to buy the Defy Top Loader Washing Machine and after she received such service she is no more looking forward on buying anything from Russells Furniture Store. Her contact number is [protected]/[protected] Ms Nkekolwana Martha Kekana and i am her daugher and can be reached on this number [protected] ELizabeth Kekana.

Desired outcome: properly adjust the headboard

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8:06 am EDT

Russells Fraudulent Insurance

I purchased a TV from Russells Edenvale in May, its August now! I have been contacting the store, directly, telephonically, and via email, to no avail, I am paying for insurance for my TV, BUT I DON'T HAVE THE TV! The TV was stolen the day AFTER it was delivered, and the insurance company claimed to have contacted me regarding this THEY HAVE NOT and then tell the store the claim is rejected. IF THAT'S THE CASE cancel this order and refund me for the months I have been paying for something I don't HAVE!

Desired outcome: NO CALL FROM INSURANCE - CONSTANT DECLINE VIA STORE NO COMMUNICATION

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8:16 am EDT
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Russells Defy washing machine

To Customer Care

Complaint: Russels Hluhluwe South Africa

Date of incident: 10 August 2022

Time of incident: 12.30

Reason for complaint:

At 12.30 my mother and I wanted to buy a new washing machine from Russels In Hluhluwe. There were 2 washing machines on display. One was a Hisense, and the other one was a Defy

Both were advertised at the same price.

The one Price card indicated that the machine is a Hisense and the other Price card clearly indicated that it is a Defy but both were advertised at the same price

We decided on the Defy machine

My mother went with the sales lady to the office to make the payment

The sales lady came back to us and said the price for the Defy was advertised incorrectly

I went to the manager to tell him that according to the Consumer Protection Act, they have to charge us the price that was displayed

The manager did not want to listen to us and insisted that it was a mistake and that if we did not want to pay the higher price, then there “is no deal” (His words)

While I was trying to tell him what the Act says, he says that there is a fidelity guard that he must attend to.

I said to him that as a customer we need to finish the discussion

He was not interested in continuing with the discussion

He told me to wait outside his office

According to the sales lady they forgot to change the price on display. (They were supposed to do it already early in the morning) “her words”

When we walked into the store, all of the salespeople were sitting around doing nothing.

They had the whole morning to change the prices but they were sitting around the whole morning doing nothing

We were the only customers in the store so they were certainly not busy with customers the whole morning.

In terms of my rights and a customer under the Consumer protection Act I insists that they sell us the machine at the price that was advertised

I await your reply

My contact details are [protected]

Regards

Desired outcome: I want to be charged the price on display

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10:27 am EDT
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Russells Refund

My account was handed over to mbd, I then mistakenly made a payment to Russell's online, when I called Russell's to check if they received my payment, they then told me I was supposed to make payment with mbd, I then made my payment with mbd and it was successful.

So I went back to Russell's to request a refund from the R1201 payment I made, but to my surprise I only received R280.

Kindly help I want my money back

Desired outcome: To get my refund money back

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moremadi
EKHURLENI, ZA
Aug 11, 2022 5:31 am EDT
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I bought dinning chairs i paid 2644.00, December 2022. i never received my staff and 03 January i did the follow and the person who assist me he told me i must go to Polokwane and check is there is stock , i did so, the manager in Tembisa said i must arrange the transport again, then i told her i already paid the transport fee, April because of the poor service I'm getting the i decide to apply for refund , i went to shop on 26 MAY 2022 i fill all the forms they said to me i will get my money within 21 days, i waited for then on July 2022 then i did call them they said i must send my documents again, i ask them the email address so that i can forward the slips, i have to follow again and ask them if everything is fine, and the lady said to me : ohhh did you send you doc yes, after 30 minutes i received an email telling me of 2199.00 credit note, but i supposed to get the credit for all my money i paid, or i im paying them to offer me poor service, please please i need my full payment.2644. i worked so hard for my money. Tembisa Phumalani mall. olifantsfontein.

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6:54 am EDT
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Russells delivery

this is the worst service ever i took a fridge bed washing machine caoches and kettle and iro with russels fine they delivered everything all good saturday the guys that delivered left before even opening the box of the fridge when we opened there was a dent on the fridge i reported this immediately to the agent at russels alberton even sent a picture they mentioned someone will come out and bring a new fridge my partner took leave and still no response we waiting for the fridge our meat already deuterated as we dont have another fridge this is bad i am not going to open and use a broken fridge for even pay for it this is bad service

Desired outcome: i want my new fridge delivered today and this damaged fridge they brought taken away

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3:21 am EDT
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Russells Bad service

Good day,

I am writing this mail to lay a complaint about the service I have been receiving from both the store and the call centre agents. Russell’s and connect financial service

I went to the store on the 29th of June to settle the account and the cashier advised me that I needed to pay R9632.20 to settle the account.

I kept on receiving the SMSs and text’s telling me that my account is in arrears with R228.75, According to the statement, as I checked now, I was owing to you guys R9980.41, A debit went off on the 25th for R571.18 and I made a payment of R9632.20 please calculate all this amount and tell me how much they sum up to unless there are hidden fees, I am not aware of.

I am not the one at fault as the cashier advised me that I needed to pay the amount I paid why should I be penalized for a mistake that was not done by me. I won't be liable for that money, the cashier should not me and I have been sending emails but no one seems to bother themselves with my case.

I have attached all the communication I have sent to this email.

Desired outcome: Account to be closed and send me a paid up later

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6:44 am EDT

Russells Connex laptop

On Wednesday the 3th of May 2022, I bought a new laptop aat Russell's in polokwane. On Friday the 5th I wanted to use it, so I charged it to full battery, as I'm using the laptop the battery kept on being used up faster, which is something we wouldn't expect on a brand new laptop.

The laptop that I had been given is the one that was being used as a display laptop, I think that the reason for the battery to be used up quicker is because since it was opened it has been been plugged on the charger and that affected the battery

So today on the 9th of May I went back to the same shop to ask for a new laptop, but one of the salesman refused to give me a new laptop but rather he said he would get me a new battery.

Desired outcome: I want a new laptop

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3:16 am EDT

Russells Poor service

I bought couches from your store in Krugersdorp the single couch broke so I logged a call last moth the 12 every time I call they say I should be patience last week Tuesday they said someone is coming out which never happened I call again on Thursday to find out they gave me a number to send photos to which I did the that WhatsApp line said they cant help I should contact the store so its almost a moth now my couch's is still not fixed

Desired outcome: need someone to come out and fix my couch my ref number that i received is CO-GOMM-[protected]-3667

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1:41 am EDT

Russells Service

I bought Queen bed, TV and Stove on credit at Russells. Capitec Bank settled the Account last year on the 26 March 2021 (settlement of R3300) and on the 26 of April 2021 after the settlement was made they 8deducted R516 from my account and I did understand why they did that so I reversed it, at a later stage they called saying I owe them and I asked how? the Collector said I reversed R516, I asked how can one reverse R516 from the R3300 that was paid? He never responded. He said so many things I didn't understand and I ended up agreeing to pay R200 and ever since I have been getting calls, emails. They have never got back to me with a further information/investigation. Now they are saying I owe R1038

Desired outcome: Problem to be solved, cause now it's ruining my Itc record

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2:16 am EST
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Russells Late

Russells is spouses to open at 9 and tje store is still closed now the client needs to wait for them why

Desired outcome: Open on time

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10:35 am EST

Russells Poor service and unacceptable service

I went to buy a bed at Russell's atteridgeville and spoke to salesperson Kamogelo who advised that he has the bed for R2700 as advertised available and I swipped I was charged R3599.00. I immediately came back to rectify the error. And the manager Johanna told me that she cannot refund my money and the bed they gave me is incorrect and the one I want is not available.

She further advised that the refund will take 14 days.

They were quick to mislead me into buying the incorrect product ,however they cannot process a refund immediately

JOhanna the manager told me that there warehouse has the bed i want however I must either collect it or pay R295 delivery

This is Russell's warehouse. The service is poor and has employees that are imcompatant

Desired outcome: Urgent refund

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Overview of Russells complaint handling

Russells reviews first appeared on Complaints Board on May 4, 2009. The latest review Poor customer service and after sales service : smart tv still not working as it should was posted on Oct 10, 2024. The latest complaint torn furniture was resolved on Aug 15, 2014. Russells has an average consumer rating of 1 stars from 124 reviews. Russells has resolved 6 complaints.
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  1. Russells Contacts

  2. Russells phone numbers
    +27 800 110 775
    +27 800 110 775
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    +27 13 795 5840
    +27 13 795 5840
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    +27 11 907 8700
    +27 11 907 8700
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    +27 51 634 2099
    +27 51 634 2099
    Click up if you have successfully reached Russells by calling +27 51 634 2099 phone number 0 0 users reported that they have successfully reached Russells by calling +27 51 634 2099 phone number Click down if you have unsuccessfully reached Russells by calling +27 51 634 2099 phone number 0 0 users reported that they have UNsuccessfully reached Russells by calling +27 51 634 2099 phone number
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  3. Russells emails
  4. Russells address
    27 Stiemens St, Braamfontein, Gauteng, 2001, South Africa
  5. Russells social media
  6. Stan
    Checked and verified by Stan This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Oct 10, 2024
  7. View all Russells contacts
Russells Category
Russells is ranked 124 among 372 companies in the Furniture Stores category

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