Utterly disgusted with service and quality. You will wait months for your furniture and no one will even care from Russells.

The appalling service from this group, yes I say Group because between Rochester and Russells they are the same. I place my order online on the 20th May since they advertised that they are ready to deliver right? as per the relaxed lockdown regulations. Now I was willing to wait so about 2 weeks that would have been fine to get my order. But to my shock and dismay when I logged into my order online it said 30 to 45 days I ordered beds (Queen and double bed and pillows and a mattress protector). I then decided 30 to 45 days is too long so I contact them and what happens, yep you guessed it I was told sorry there is nothing they can do and to cancel is another 30 to 45 days. So I figure I need furniture I will use my reserves to walk into a store and purchase the items I need and at the same time request my refund. Okay I must admit Lindie Samela was rather quick with the refund it did not take the 14 days she had promised me. Now I am thinking my woes are over. Here comes another thing. When I went into their russells store I bought a bed and tv stand as I had already secure the other bed I needed from their Rochester buddy. Now the TV stand gets delivered and I discover it to be faulty, so since I discovered it on a holiday the next day I go into the store where I bought it and they say they have to lodge a complaint, of which till today I am still waiting for a reference number from their store. the next week I call them and finally they answer and I got to lodge my own complaint and with luck cause now it was almost bridging the time that I had to lodge return for the item. Okay so I got a reference number but 2 weeks later I am still waiting for the store to exchange this tv stand I have no where to put my tv cause I don't want them to "find an excuse not to exchange this thing since it came broken like that from Russells. And I will tell you this in my experience dealing with Russeslls the people at the contact center are so nonchalant about my queries they don't make any extra effort to assist there is no one you can ever speak to they don't know turn around times, they just answer the calls that is it. I am so frustrated with this company never again.