Russell's Furniture

June 29, 2009We recently purchased a leather sofa and love seat from Russell's furniture. We were very impressed by their display in the store and the excellent personal attention we received. There was no hard sell. The sofa set was ordered and custom made to our specifications. The set was delivered on time and we are very pleased with it. The service from the sales person KB to the delivery was outstanding. We shopped around quiet a bit for what we needed. We live 50 miles away from Santa Clara. This was clearly the best place. We highly recommend Russell's furniture. The NarasimhansDanville, CA

Posted 06/29/09 | Report Abuse

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Russell's sells cheap junk at high prices, and they totally misrepresent what they are selling. When we unwrapped our furniture we found that pieces were missing, pillows were missing, fabric was stained. When we called to explain THEY BLAMED US! They were totally rude, too! Total rip off! DO NOT SHOP THERE!

Posted 04/23/09 | Report Abuse

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My wife and I recently purchased a new townhouse and wanted to get rid of our old and outdated furniture. We stopped by a number of different furniture stores and couldn't find that we both liked until we saw what Russell's has to offer. When you look at their furniture you can see the quality of their products (at least the majority of it). All in all we ended up paying around 11K for what we bought. Their selling manager was willing to negotiate and their selling person was pleasure to deal with. I would definitely recommend this store to anyone who is interested in the quality products even though it could be on the expensive side. But then a quality product doesn't come cheap.

Posted 09/07/08 | Report Abuse

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My husband and I have used Russell's Furniture store a couple of different times. The first time, several years ago, everything went off without a hitch. We spent roughly $10k on our latest purchase. When the funiture was delivered, the order was missing two pieces. Bob, the general manager, handled the issue professionally and fairly. Although we had to wait 3 or 4 weeks for the remainder of the furniture, Bob offered a reasonable discount and acknowledged our concerns all along the way. We would definitely use Russell's again.

Julie P./San Jose

Posted 08/28/08 | Report Abuse

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As a surprise my husband took me here to look for items for a new home. Found nice sofa / loveseat - was told 4-6 weeks to special order. Waited several weeks for items (they never called - we did). My husband picked them up and called me to describe them to make sure we were getting what we ordered. The items were stored in our other home, still in the plastic, and finally brought to our new home on Saturday. The next day I look at the sales copy taped to the items that I cut off the plastic and read that the sofa / loveseat we ordered were UNAVAILABLE and that we received FLOOR set. We were NEVER advised by the store of the switch. Now I am stuck with a USED set for FULL PRICE??? After reading these reviews - I don't have much hope of a satisfactory resolution. I know my
husband should have read the tags - but don't they legally have to tell us of the
switch???

9/26/08
Called store and spoke to Janet / then Tina. Explained situation and asked for discount rather than a return. Was offered 15% - but said that in leiu of the fact that we were not apprised of the switch I would think that 20% was fairer. She said she would check with higher management and call back. Minutes later she called and said ok and will send check. VERY courteous and professional in her manner and very satisfied with the resolution.

Posted 08/24/08 | Report Abuse

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Never ever step into the store for any furniture need. I bought a 1000 dollar mattress which does not fit into the bed and they told me they have left space for the comforters.. The lady on the phone was very rude and extremely unfriendly.

Will never buy or recommend anybody to the store. I plan to take this to consumer forum for refund as I refuse to be bullied and sucked into something like this.

Posted 12/15/07 | Report Abuse

1 out of 1 people found this review helpful.

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I bought a table from this store and it was missing a leg. When I took it home to put it together and noticed this missing leg I called them up and told them about it. Their response was that it was now my problem. I could not believe it. I spoke to a person by the name of Katy who was so incredibly rude and abrupt I wondered what she was doing in a service position. In the end she just hung up on me. I tried to raise the issue within the management of the organization and got the same response and same level of rudeness.

I would warn anyone that is considering purchasing here that all the smiles and pleasantries end as soon as you have paid. At that point you become a dumb ass customer.

Watch out. I will never buy here again and would not recommend that anyone else do so.

Posted 12/02/07 | Report Abuse

1 out of 1 people found this review helpful.

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no returns front office young lady rude ,all so rude to my wife .bought a deck over the phone now i can't exchange it or return just spent $4000 + never will step foot in there stors i have a big family and alot of friends

Posted 10/04/07 | Report Abuse

1 out of 1 people found this review helpful.

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Service is very bad!!!

I order two Jewelry trays from them since May 2007. Now is September still not show up. I have been called 3 times and stoped by store two times to check it out the status. Only reson they are explain is the shipping is coming. Fright take 4 weeks to get it from China to US. It has been 4 months and I don't think the shippment take so long.
Service manger is not very friendly.

Posted 09/14/07 | Report Abuse

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THIS MISSING SOFA MESSED UP EVERYTHING ELSE THAT MATCHED THE SOFA. WE PAID $6,800 FOR A CONTAINER TO SHIP THIS "MATCHING SOFA SET" TO MAUI. TO MAKE A SALE THEY SAY "NO PROBLEM, WE'LL HOLD YOUR FURNITURE TIL YOUR HOUSE IS BUILT." THEN THEY TELL YOU, "YES, BUY IT NOW AND SHIP IT TO MAUI AND YOU WON'T HAVE TO PAY SALES TAX. THEN AFTER THE SALE, THEY SAY THEY ARE CONFUSED ABOUT THE SALES TAX ISSUE. LATER THEY BITCH AND MOAN ABOUT HAVING TO HOLD THE FURNITURE. THEY SHOULD HAVE TOLD US TO COME BACK WHEN OUR HOUSE WAS CLOSER TO GETTING FINISHED AND THEN PURCHASE THE FURNITURE. BUT NO, THEY ARE QUICK TO MAKE THE SALE AND TAKE YOUR DEPOSIT MONEY AND THEN COMPLAIN AS TO WHEN YOU WILL PICK UP THE FURNITURE. WE LOAD ALL THE FURNITURE INTO OUR TRUCK, THE OWNER PULLS ALL THE LIVING ROOM FURNITURE AFTER WE PAID FOR IT BECAUSE THE SOFA IS MISSING. OUR MOVERS WAIT 2 HOURS WHILE THEY SEARCH THE WAREHOUSE FOR THE SOFA AND NEVER FIND IT. SO THEN THE OWNERS PULLS THE MATCHING CHAIRS ALSO BECAUSE THEY ARE ON THE "SAME INVOICE." SO NOW, WE DON'T HAVE A SOFA PLUS 2 CHAIRS AND AN OTTOMAN. NOW IT IS GOING TO BE DIFFICULT TO FIND A COUCH THAT MATCHES THE END TABLES, COFFEE TABLES, SOFA TABLE, CONSOLE TABLE, DINING ROOM, ETC. THEY ARE BEHIND TIMES IN KEEPING TRACK OF WHAT THEY HAVE IN STOCK IN THEIR WAREHOUSE. THEY OPERATE THE WAY BUSINESSES USE TO OPERATE IN 1910--NO COMPUTERS IN WAREHOUSE TO TRACK THINGS. I'M HAVING A VERY DIFFICULT TIME TRYING TO FIND A MATCHING SOFA. THE TIME SPENT ON THIS EVENT IS UNBELIEVABLE. I DON'T EVEN WANT TO LOOK AT THE REMAING PIECES BECAUSE IT BRINGS BACK BAD MEMORIES! THE OWNER WILL NICKEL AND DIME YOU IF YOU ARE SHORT 65 CENTS EVEN AFTER YOU PAID HER $27,000 FOR FURNITURE. IF YOU ARE A COUPLE OF PENNIES SHORT, YOU DON'T GET YOUR MERCHANDISE. HORRIFYING EXPERIENCE AT THIS STORE. I'M STILL CRYING AND STRESSED OUT. I PUT SO MANY HOURS IN SHOPPING FOR FURNITURE AND PAID SO MUCH MONEY JUST TO BE SO, SO DISAPPOINTED. GOING TO MAUI PROBABLY WITH NO SOFA. I GUESS WE CAN SIT ON THE COFFEE/END TABLES. BECAUSE WE LOADED THE OTHER MATCHING PIECES INTO THE CONTAINER IT WOULD HAVE BEEN A NIGHTMARE UNLOADING AGAIN BECAUSE OF OTHER FURNITURE AND ITEMS IN FRONT OF IT. OTHERWISE, I WOULD HAVE RETURNED EVERYTHING!

Posted 07/31/07 | Report Abuse

1 out of 1 people found this review helpful.

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I bought a couch and coffee table at this store. I had a good experience with the sales person and got the couch within the estimated time. I picked it up myself, so I cannot comment on their delivery service. The store has a fairly large selection of couches, dining tables, and bedroom furniture. The prices and selection were very good.

Posted 02/10/06 | Report Abuse

1 out of 2 people found this review helpful.

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We have bought a few things here and have had great experiences. The salesperson was extremely friendly and we found out it was the owner later. He was very knowledgeable about furniture and explained how different manufacturing techniques make the furniture expensive, but worth it in terms of longevity. Got a great couch, no problems, would buy from again.

Posted 11/14/05 | Report Abuse

1 out of 2 people found this review helpful.

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We had a horrible delivery experience with Russels when we ordered a double three cushion recliner couch from Russells. The sales guy was really nice and was able to get us a fairly good deal on the couch, but not enough to compensate us for the ordeal that ensued post purchase.

It took about 8 weeks and we finally got the call. My wife goes to pick it up in our Yukon (save $100 or so on delivery, I was at work). It was covered in that heavy plastic and my wife did a quick look to see it's about the right size and right material. She gets it home, takes off the plastic and sees that it's a 2 cushion vs. the 3 cushion we ordered. So we called Russells the same day and asked if there was a mistake. They gave us the line, "you're responsible for checking BEFORE you leave the warehouse to make sure you got the right furniture" with attitude. My wife gave them an apology and asked what we should do next, if we could return the couch and order the correct one. We felt that since they ordered the wrong couch, it was mainly their responsibility to fix the problem.
To make a long story short, they initially said they wouldnt take the couch back because they wouldnt be able to sell it (what?). We ended up forcing them to take it back and had to pay half of delivery because they had to take the other couch back. Needless to say, we wont ever go back after this experience and my advice to you is to be 100% sure its the correct piece of furniture before you leave the pick up site or else youll be SOL.

Posted 08/30/05 | Report Abuse

1 out of 1 people found this review helpful.

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