RA
Russells and Joshua Doore
Claimed Business
RA
Russells and Joshua Doore
Claimed Business
186 Reviews (last 12 months)
Does not respond to reviews
Rated in:
Scores reflect the Overall AI Score for each category
AI Review Summary
Based on recent customer reviews, Russells and Joshua Doore faces severe and systemic customer experience failures across every major service dimension. Delivery delays, defective products, ignored refund requests, adversarial customer service, and billing errors are consistently reported. While a small number of individual branches and named staff members receive praise, these are the exception within an overwhelmingly negative experience landscape.
Top Strengths:
- •Customer Service & Support: A handful of branches such as Cosmo City, Pinetown Hill Street, Birch Acres, and East London are praised by name for warm, professional staff and managers who go the extra mile.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#10
in Furniture & Home
NPS Score
-89
Recommended: Unlikely
Review Distribution
1.4|186 Reviews
May '25 - Apr '26
5(6.1%)
4(0.6%)
3(0.6%)
2(1.2%)
1(91.5%)
5(6.1%)
4(0.6%)
3(0.6%)
2(1.2%)
1(91.5%)
Recent reviews (186)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceCM
Charmaine M
1 reviews | Active since Jan 2020
16 Mar 2026, 10:27
Terrible Service
Complaint relating to the terrible service received from Russells at Birch Acres Mall. Everything was fine until the units got delivered on 07.02.2026, that's where the story starts. Both units were damaged upon delivery. I informed the driver to take the units with him because there's no way I'm taking what I'm seeing - the damage is clear. He took pictures, sent them to the store, and immediately called the store to check if they'd received the complaint, which they confirmed they did. They said they'd exchange the units as soon as they have stock. I've been following up, checking if they have stock, and they're confirming they still haven't received stock, but I've had no feedback from them. The other day, I requested to speak to the manager (Samkelisiwe Mbatha) because I couldn't take it anymore. The manager confirmed she wasn't even aware my units got delivered and didn't know I've complained, to me it came as a shock as to how would a manger not know whats happening. She said she can exchange the units because of my frustrations and waiting too long, but I told them I'm no longer interested in an exchange. I now want my money back, which they said is going to take a long process. When I asked about the process, she said she'd need to explain to her regional service manager why I want my money back. I said fine, go ahead and explain. The next day, I was told I won't get a refund because 7 days have passed, even though I reported the matter the same day while the driver was here. I've been reaching out for an exchange, and now they're saying they can exchange for me, but I don't want anything. I want nothing to do with the store. I just want my money, including delivery, because they delivered something that's damaged. I didn't pay for something that's damaged.
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Charmaine M
1 reviews | Active since Jan 2020
16 Mar 2026, 10:27
Terrible Service
Complaint relating to the terrible service received from Russells at Birch Acres Mall. Everything was fine until the units got delivered on 07.02.2026, that's where the story starts. Both units were damaged upon delivery. I informed the driver to take the units with him because there's no way I'm taking what I'm seeing - the damage is clear. He took pictures, sent them to the store, and immediately called the store to check if they'd received the complaint, which they confirmed they did. They said they'd exchange the units as soon as they have stock. I've been following up, checking if they have stock, and they're confirming they still haven't received stock, but I've had no feedback from them. The other day, I requested to speak to the manager (Samkelisiwe Mbatha) because I couldn't take it anymore. The manager confirmed she wasn't even aware my units got delivered and didn't know I've complained, to me it came as a shock as to how would a manger not know whats happening. She said she can exchange the units because of my frustrations and waiting too long, but I told them I'm no longer interested in an exchange. I now want my money back, which they said is going to take a long process. When I asked about the process, she said she'd need to explain to her regional service manager why I want my money back. I said fine, go ahead and explain. The next day, I was told I won't get a refund because 7 days have passed, even though I reported the matter the same day while the driver was here. I've been reaching out for an exchange, and now they're saying they can exchange for me, but I don't want anything. I want nothing to do with the store. I just want my money, including delivery, because they delivered something that's damaged. I didn't pay for something that's damaged.
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Moore M
1 reviews | Active since Jan 2020
13 Mar 2026, 06:12
Exceptional service by Tumi n Lucky
Would give a 5 because of their Driver Lucky, and Tumi the sales lady who kept her word and followed up even when I had an issues with the bed purchased. I believe their management can learn a thing or two from them in terms of customer service, coz the back n forth with my issues I believe would have been avoided if they prioritised complaints. Thanks Lucky n Tumi, keep flying the JD. Flag high n I hope ur excellence is recognised.
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Moore M
1 reviews | Active since Jan 2020
13 Mar 2026, 06:12
Exceptional service by Tumi n Lucky
Would give a 5 because of their Driver Lucky, and Tumi the sales lady who kept her word and followed up even when I had an issues with the bed purchased. I believe their management can learn a thing or two from them in terms of customer service, coz the back n forth with my issues I believe would have been avoided if they prioritised complaints. Thanks Lucky n Tumi, keep flying the JD. Flag high n I hope ur excellence is recognised.
0
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Robyn-Lee Fisher
1 reviews | Active since Jan 2020
11 Mar 2026, 06:11
Non-Delivery of Lounge Suite Purchased 28 February
Dear Sir/Madam, I am writing to formally complain about the extremely poor service I have received regarding my lounge suite purchased for cash at Russells Edenvale on 28 February. At the time of purchase, I was advised that delivery from the factory would take between 3–5 days. However, on 4 March I realised that the address reflected on my receipt was incorrect and did not belong to me. I immediately contacted the store and provided my correct address. I was assured that the address would be amended. Since then, I have made numerous calls to both the Edenvale branch and head office to follow up on my delivery. Despite being assured on Saturday that my couches would be delivered on Monday, the driver once again contacted me saying he was on his way to Malvern – an address that is neither mine nor reflected on my receipt. I have recordings of phone calls and messages confirming my attempts to resolve this matter as well as confirmation from a staff member at the Edenvale branch that the address was supposedly corrected yesterday. To date, I have still not received my lounge suite. I was also informed that a complaint may take up to 24 hours (or even 3 days) to resolve, which is unacceptable considering the ongoing delays and the fact that this error originated from your side. I therefore request the following: Immediate confirmation of my correct delivery address. A confirmed delivery date within the next 24 hours. Alternatively, a full refund should the delivery not be arranged immediately. Should this matter not be resolved urgently, I will escalate the complaint to the relevant consumer authorities. I look forward to your prompt resolution.
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Robyn-Lee Fisher
1 reviews | Active since Jan 2020
11 Mar 2026, 06:11
Non-Delivery of Lounge Suite Purchased 28 February
Dear Sir/Madam, I am writing to formally complain about the extremely poor service I have received regarding my lounge suite purchased for cash at Russells Edenvale on 28 February. At the time of purchase, I was advised that delivery from the factory would take between 3–5 days. However, on 4 March I realised that the address reflected on my receipt was incorrect and did not belong to me. I immediately contacted the store and provided my correct address. I was assured that the address would be amended. Since then, I have made numerous calls to both the Edenvale branch and head office to follow up on my delivery. Despite being assured on Saturday that my couches would be delivered on Monday, the driver once again contacted me saying he was on his way to Malvern – an address that is neither mine nor reflected on my receipt. I have recordings of phone calls and messages confirming my attempts to resolve this matter as well as confirmation from a staff member at the Edenvale branch that the address was supposedly corrected yesterday. To date, I have still not received my lounge suite. I was also informed that a complaint may take up to 24 hours (or even 3 days) to resolve, which is unacceptable considering the ongoing delays and the fact that this error originated from your side. I therefore request the following: Immediate confirmation of my correct delivery address. A confirmed delivery date within the next 24 hours. Alternatively, a full refund should the delivery not be arranged immediately. Should this matter not be resolved urgently, I will escalate the complaint to the relevant consumer authorities. I look forward to your prompt resolution.
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Nonkululeko N
1 reviews | Active since Jan 2020
9 Mar 2026, 09:52
I was ****ed buy russells furniture
I was ****ed buy russells furniture. I bought a bed and a fridge
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Nonkululeko N
1 reviews | Active since Jan 2020
9 Mar 2026, 09:52
I was ****ed buy russells furniture
I was ****ed buy russells furniture. I bought a bed and a fridge
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Alison R
1 reviews | Active since Jan 2020
4 Mar 2026, 11:21
Damaged Defy Fridge & No Assistance from Russells
I purchased a Defy fridge from Russells, and it was delivered on 18 February 2026. The fridge arrived in shocking condition, and it is completely unacceptable for a brand‑new appliance. Here are the issues: The sides of the fridge are two different tones/colours, indicating obvious defects. The protective plastic on the fridge was already half pulled off, as if the unit had been tampered with or mishandled. The freezer plastic is cracked, which should never happen on a new product. At the back of the fridge, the metal panel is opened and dented, showing clear damage. The fridge doors do not close properly because the rubber seals are already worn out, which is unacceptable for something I just purchased. When I tried to raise these issues with the warehouse advisor, they were rude, abrupt, and completely unhelpful. I then contacted Russells customer service and sent proof of all the defects. I was told I would receive a call back — yet no one contacted me, and nothing has been resolved. I now have a damaged fridge that I paid full price for, with zero support from Russells. This level of service is disappointing and unprofessional. I am still waiting for: A replacement fridge in proper, undamaged condition, or A full refund if they cannot provide what I paid for. This experience has been extremely frustrating and stressful. I sincerely hope Russells will take responsibility and resolve this urgently. stay away from Russells! They don't even deserve a 1 star rating
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Alison R
1 reviews | Active since Jan 2020
4 Mar 2026, 11:21
Damaged Defy Fridge & No Assistance from Russells
I purchased a Defy fridge from Russells, and it was delivered on 18 February 2026. The fridge arrived in shocking condition, and it is completely unacceptable for a brand‑new appliance. Here are the issues: The sides of the fridge are two different tones/colours, indicating obvious defects. The protective plastic on the fridge was already half pulled off, as if the unit had been tampered with or mishandled. The freezer plastic is cracked, which should never happen on a new product. At the back of the fridge, the metal panel is opened and dented, showing clear damage. The fridge doors do not close properly because the rubber seals are already worn out, which is unacceptable for something I just purchased. When I tried to raise these issues with the warehouse advisor, they were rude, abrupt, and completely unhelpful. I then contacted Russells customer service and sent proof of all the defects. I was told I would receive a call back — yet no one contacted me, and nothing has been resolved. I now have a damaged fridge that I paid full price for, with zero support from Russells. This level of service is disappointing and unprofessional. I am still waiting for: A replacement fridge in proper, undamaged condition, or A full refund if they cannot provide what I paid for. This experience has been extremely frustrating and stressful. I sincerely hope Russells will take responsibility and resolve this urgently. stay away from Russells! They don't even deserve a 1 star rating
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Dineo G
1 reviews | Active since Jan 2020
2 Mar 2026, 14:45
Worst service
I've called their customer service number 010 211 1120 and have wrote email that no one response to for months. Spent over R300 worth of airtime only to be put on hold for hours with no agent getting back by the time agent gets back the is only R1 left and you can't even state your inquiry. The agent don't even bother to call back even after you gave them all details including your number. For a statement this is ridiculous
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Dineo G
1 reviews | Active since Jan 2020
2 Mar 2026, 14:45
Worst service
I've called their customer service number 010 211 1120 and have wrote email that no one response to for months. Spent over R300 worth of airtime only to be put on hold for hours with no agent getting back by the time agent gets back the is only R1 left and you can't even state your inquiry. The agent don't even bother to call back even after you gave them all details including your number. For a statement this is ridiculous
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Alrico T
1 reviews | Active since Jan 2020
2 Mar 2026, 14:33
Sleeping on the floor
Title: Delivery Promised, Date Changed, Rude Call Centre, and Now Avoidance I am extremely disappointed with the service received from Russells. On 26 February, I purchased a bed and was explicitly told it would be delivered on 27 February. Based on this commitment, I took leave to ensure someone would be home to receive it. This was not a casual purchase — I saved for five years to buy this bed. Without any prior discussion, I later received an email moving the delivery date to 4 March. When I contacted the call centre to resolve this, the agent (Fortunate) was dismissive, spoke over me, and made a sarcastic remark asking whether she should “get into a time machine and turn back the clock.” I requested to speak to a manager, was placed on hold, and was later told no manager was available. When I said I would wait, that request was refused. To make matters worse, it now appears I was kept on the line until the call centre closed, after which I could no longer reach anyone. My wife has also been calling daily to follow up, with no meaningful assistance provided. The store refers us to the call centre. The call centre refers us back to the store. Meanwhile, no one takes accountability. This is unacceptable customer service. I am requesting: 1. Immediate confirmation of delivery. 2. Accountability for the unprofessional conduct. 3. Clear communication from management. Customers should not be treated this way, especially after making a significant financial commitment. I hope Russells will respond publicly and resolve this urgently. – Alrico Theron
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Alrico T
1 reviews | Active since Jan 2020
2 Mar 2026, 14:33
Sleeping on the floor
Title: Delivery Promised, Date Changed, Rude Call Centre, and Now Avoidance I am extremely disappointed with the service received from Russells. On 26 February, I purchased a bed and was explicitly told it would be delivered on 27 February. Based on this commitment, I took leave to ensure someone would be home to receive it. This was not a casual purchase — I saved for five years to buy this bed. Without any prior discussion, I later received an email moving the delivery date to 4 March. When I contacted the call centre to resolve this, the agent (Fortunate) was dismissive, spoke over me, and made a sarcastic remark asking whether she should “get into a time machine and turn back the clock.” I requested to speak to a manager, was placed on hold, and was later told no manager was available. When I said I would wait, that request was refused. To make matters worse, it now appears I was kept on the line until the call centre closed, after which I could no longer reach anyone. My wife has also been calling daily to follow up, with no meaningful assistance provided. The store refers us to the call centre. The call centre refers us back to the store. Meanwhile, no one takes accountability. This is unacceptable customer service. I am requesting: 1. Immediate confirmation of delivery. 2. Accountability for the unprofessional conduct. 3. Clear communication from management. Customers should not be treated this way, especially after making a significant financial commitment. I hope Russells will respond publicly and resolve this urgently. – Alrico Theron
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Magadi M
1 reviews | Active since Jan 2020
2 Mar 2026, 11:49
Rude manager, broken air fryer and still no refund
I bought an air fryer in December 2025 at the Russells in Denlyn Mall. They told me there wasn’t one that I could take home immediately and they’ll deliver after 2 days. Weeks went by and when I called, they said they could not deliver because they were hijacked. Once they delivered the air fryer, it only worked for a two weeks. I returned the air fryer in January, they said they’ll send it back and give me feedback. I kept on contacting them for updates and they said I should wait for 21 days for a response. I kept following up, the sales assistant told me I should come collect a new one but once I got to the store the manager refused. After a runaround, I decided to buy a new air fryer and ask for a refund from the store. I gave them everything that was required of me and they said I’ll get my money back in 7 days, it’s been 15 days and they still are not communicating and when I get a hold of them, they aren’t being honest with me. The store manger Morris is rude and terrible to communicate with, always lying and avoiding accountability. He really does not care about customers. It’s been 15 days and I still don’t have my refund. Stay away from that store.
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Magadi M
1 reviews | Active since Jan 2020
2 Mar 2026, 11:49
Rude manager, broken air fryer and still no refund
I bought an air fryer in December 2025 at the Russells in Denlyn Mall. They told me there wasn’t one that I could take home immediately and they’ll deliver after 2 days. Weeks went by and when I called, they said they could not deliver because they were hijacked. Once they delivered the air fryer, it only worked for a two weeks. I returned the air fryer in January, they said they’ll send it back and give me feedback. I kept on contacting them for updates and they said I should wait for 21 days for a response. I kept following up, the sales assistant told me I should come collect a new one but once I got to the store the manager refused. After a runaround, I decided to buy a new air fryer and ask for a refund from the store. I gave them everything that was required of me and they said I’ll get my money back in 7 days, it’s been 15 days and they still are not communicating and when I get a hold of them, they aren’t being honest with me. The store manger Morris is rude and terrible to communicate with, always lying and avoiding accountability. He really does not care about customers. It’s been 15 days and I still don’t have my refund. Stay away from that store.
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