Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Russells and Joshua Doore is described by an overwhelmingly frustrated customer base. Recurring themes are undelivered paid orders, defective beds, fridges and lounge suites, and refunds that stall for weeks or months. Isolated praise exists for named in store consultants, but customers consistently report that once payment is made, communication collapses and complaints move between store, warehouse and call centre without resolution.
Top Strengths:
- •Customer Service & Support: Customer Service & Support (1.2) carries the few bright spots, with named consultants such as Mosa, Musa, Zizie and Thinana praised for patience and product knowledge. These experiences are almost entirely pre purchase and are not matched after the sale.
TrustIndex
2
NPS Score
-91
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Russells and Joshua Doore
What do customers say about Russells and Joshua Doore?
Based on recent customer reviews, Russells and Joshua Doore is described by an overwhelmingly frustrated customer base. Recurring themes are undelivered paid orders, defective beds, fridges and lounge suites, and refunds that stall for weeks or months. Isolated praise exists for named in store consultants, but customers consistently report that once payment is made, communication collapses and complaints move between store, warehouse and call centre without resolution.
What is Russells and Joshua Doore's biggest strength?
Russells and Joshua Doore's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. Customer Service & Support (1.2) carries the few bright spots, with named consultants such as Mosa, Musa, Zizie and Thinana praised for patience and product knowledge. These experiences are almost entirely pre purchase and are not matched after the sale.
What are the most common complaints about Russells and Joshua Doore?
The most common complaint about Russells and Joshua Doore, based on Hellopeter's AI analysis of recent customer reviews, is Accounts, Billing & Digital Platforms. Accounts, Billing & Digital Platforms (1.0) draws complaints about double debits after payment, arrears on settled accounts, payments allocated to strangers' accounts, insurance claims left unanswered and reference contacts pursued by collections.
Is Russells and Joshua Doore trustworthy?
Russells and Joshua Doore has a TrustIndex of 2 out of 10 on Hellopeter, based on 126 reviews in the last 12 months. Hellopeter has tracked Russells and Joshua Doore across 2,274 total reviews. How is the TrustIndex calculated? →
Recent reviews (126)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Apr 2021
Second time Russells sells me defective furniture – Falling apart after 4 months!
I am extremely disappointed with Russells. I bought a double bed at the end of June (Order Number: ***), and after just four months of normal use, it is already coming loose at the seams. This is now the second time Russells has sold me sub-standard furniture. In 2024, I bought a couch from them that structurally sagged on one side after only a few months. I let it slide then, but I will not let it slide now. Under Section 56 of the Consumer Protection Act (CPA), I have the legal right to choose my remedy because this defect happened within 6 months. I am explicitly refusing a repair because I cannot be left with nowhere to sleep. I demand a direct replacement via a 1-for-1 swap-on-delivery, or a full refund. Russells, please contact me immediately using my order number to resolve this. I will not accept being ignored or put into a weeks-long repair queue for your manufacturing flaws.
1 reviews | Active since Apr 2021
Second time Russells sells me defective furniture – Falling apart after 4 months!
I am extremely disappointed with Russells. I bought a double bed at the end of June (Order Number: ***), and after just four months of normal use, it is already coming loose at the seams. This is now the second time Russells has sold me sub-standard furniture. In 2024, I bought a couch from them that structurally sagged on one side after only a few months. I let it slide then, but I will not let it slide now. Under Section 56 of the Consumer Protection Act (CPA), I have the legal right to choose my remedy because this defect happened within 6 months. I am explicitly refusing a repair because I cannot be left with nowhere to sleep. I demand a direct replacement via a 1-for-1 swap-on-delivery, or a full refund. Russells, please contact me immediately using my order number to resolve this. I will not accept being ignored or put into a weeks-long repair queue for your manufacturing flaws.
1 reviews | Active since Jun 2015
Formal Complaint against Russells & Request for Full Refund
Subject: Formal Complaint & Request for Full Refund – Aron 5 Piece Dinette (Order #***) Dear Russells Customer Support Team, I am writing to formally lodge a serious complaint regarding the poor quality and structural failure of the Aron 5 Piece Dinette set I purchased under order number #***, delivered on 15 July 2026. Despite normal and careful use, the chairs are structurally defective. The assembly *****s continually strip out and fall out of the chair frames, rendering the seating completely unstable and unsafe. As shown in the attached photographs, the pre-drilled fastening points and metal brackets fail to hold the hardware securely. Given the poor manufacturing and lack of durability, I am not interested in a replacement product. Instead, I require Russells to arrange for the collection of this defective furniture and issue a full refund. Please contact me promptly to confirm collection and refund arrangements.
1 reviews | Active since Jun 2015
Formal Complaint against Russells & Request for Full Refund
Subject: Formal Complaint & Request for Full Refund – Aron 5 Piece Dinette (Order #***) Dear Russells Customer Support Team, I am writing to formally lodge a serious complaint regarding the poor quality and structural failure of the Aron 5 Piece Dinette set I purchased under order number #***, delivered on 15 July 2026. Despite normal and careful use, the chairs are structurally defective. The assembly *****s continually strip out and fall out of the chair frames, rendering the seating completely unstable and unsafe. As shown in the attached photographs, the pre-drilled fastening points and metal brackets fail to hold the hardware securely. Given the poor manufacturing and lack of durability, I am not interested in a replacement product. Instead, I require Russells to arrange for the collection of this defective furniture and issue a full refund. Please contact me promptly to confirm collection and refund arrangements.
1 reviews | Active since Jun 2025
Russell’s online customer negligence
I bought a sound bar online and they delivered one that didn’t emit any sound, imagine buying a new soundbar that doesn’t function. I tried arranging a pick up after several complains but they refused. I even tried to returning it to the nearest Russell’s store which was 50 KM away, imagine being charged extra for hitch hiking with a soundbar and guess what the manager refused and said it’s what they normally do, meaning they sell trashy things online,. She further said that she will not be taking it as well as they also struggle to get ahold of those responsible for online purchases. A year later I’m stuck with a fully paid for sound bar that is not functional.
1 reviews | Active since Jun 2025
Russell’s online customer negligence
I bought a sound bar online and they delivered one that didn’t emit any sound, imagine buying a new soundbar that doesn’t function. I tried arranging a pick up after several complains but they refused. I even tried to returning it to the nearest Russell’s store which was 50 KM away, imagine being charged extra for hitch hiking with a soundbar and guess what the manager refused and said it’s what they normally do, meaning they sell trashy things online,. She further said that she will not be taking it as well as they also struggle to get ahold of those responsible for online purchases. A year later I’m stuck with a fully paid for sound bar that is not functional.
1 reviews | Active since Sept 2026
Rusells refund complaint
Very disappointed with Russells. I requested my lay-by cancellation and refund on 24 August 2026 and was told it would take 14 days. The cancellation was only processed yesterday, and I am still waiting for my money. I have received different answers from the store and customer service. I need a clear refund date and urgent resolution. This delay is unacceptable.
1 reviews | Active since Sept 2026
Rusells refund complaint
Very disappointed with Russells. I requested my lay-by cancellation and refund on 24 August 2026 and was told it would take 14 days. The cancellation was only processed yesterday, and I am still waiting for my money. I have received different answers from the store and customer service. I need a clear refund date and urgent resolution. This delay is unacceptable.
1 reviews | Active since Aug 2026
Russells head office taking their time
My parcel is still kept by Russells in the store until head office has finished the investigation. People can see soo many things that the courier driver did wrong, even the police station told them that I am innocent and that the courier driver needs to open up a case. It will be 4 weeks on Thursday not having the position of my iPhone and I told them that I will not pay for the iPhone end of this month because how can they expect me to pay for something that I do not have in my hand or position
1 reviews | Active since Aug 2026
Russells head office taking their time
My parcel is still kept by Russells in the store until head office has finished the investigation. People can see soo many things that the courier driver did wrong, even the police station told them that I am innocent and that the courier driver needs to open up a case. It will be 4 weeks on Thursday not having the position of my iPhone and I told them that I will not pay for the iPhone end of this month because how can they expect me to pay for something that I do not have in my hand or position
1 reviews | Active since Feb 2024
Refund delayed
I cancelled my laybye on 15 July 2026 at Russels Ganyesa branch in north west before the expiring date until today I haven't received a refund. I went to the store and they told me that approval is done at head office and it takes time, Ive been patient for about a month now. I'm so annoyed about the delay. Tshana Mokgothu
1 reviews | Active since Feb 2024
Refund delayed
I cancelled my laybye on 15 July 2026 at Russels Ganyesa branch in north west before the expiring date until today I haven't received a refund. I went to the store and they told me that approval is done at head office and it takes time, Ive been patient for about a month now. I'm so annoyed about the delay. Tshana Mokgothu