Disappointing and Extremely Unprofessional.

I am writing this review out of complete frustration and deep disappointment with the service I received from Russells Vosloorus.

On Friday, 28 November 2025, I purchased a double bed set (Cozy Night Serenity MK11 137cm). The consultant who assisted me, Kagiso, assured me that delivery would take 3–5 days. On the 5th of December, the delivery team arrived with only the mattress and no base. They told me they would head back to the warehouse to fetch the base because they assumed I had purchased the mattress only.

I immediately contacted Kagiso to inform him, and he asked for the delivery team’s number so he could follow up. He later told me the same story they had given me, which was fine — but the base never arrived.

I called the delivery team again, and they said it would be delivered on Saturday. Saturday came, and still no base. When I called them again, they said they would get back to me, but they never did. I then contacted Kagiso, who told me he had already knocked off and that I should communicate with the store manager.

When I called the store and asked for the manager, she told me that if the delivery was not made by Saturday, she would request a nearby Russells to deliver a base for me on Sunday. Sunday came and went with no delivery. I called the store again and asked for both Kagiso and the manager, only to be told that they were both booked off.

Today is Monday, 8 December. I called the store and spoke to the manager again. She said she would ask nearby stores about the base and get back to me once she found one. She never did. When I called again for feedback, she said she found a base at Russells Sky City Mall and would call me once the delivery team arrived so she could confirm my delivery address. No call was made.

I called once more for feedback, and I was told the manager was on lunch and I should call again in 15 minutes. When I called again, they then said the manager had just gone out and would call me when she returned. Until now, I am still waiting.

This entire experience has been nothing but stressful, disappointing, and extremely unprofessional. I paid in full for a product I still have not received. All I have been given are empty promises, delays, excuses, and a complete lack of communication from both the staff and management.

This level of service is unacceptable, and I expected much better from Russells.