Alison R

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