Russell's Furniture

★☆☆☆☆


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37.352899 -121.97452
Map and Directions to Russell's Furniture

408-296-7393

2645 El Camino Real

Santa Clara, CA

95051

Cross street: San Tomas Expressway

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First, I would like to say I have never written a review or even complained about a single store in my life.... but this place was so horrible this is the only way feel I can warn people!

I went to Russel's because I saw it on Bay Area Bargins. I purchased a sofa Feb 26th. The sales man was very nice and helpful and so my in store experience was fine. He told me it would be delivered in 2-4 weeks but he said on average it takes 3 weeks (even wrote it on the receipt). Last week, the 4th week, still no sofa. I called the store and no one could give me any answers. I am a young teacher and very nice..... they were VERY RUDE!!! Finally, on my third call they told me it would be another two weeks before the sofa would arrived. I was really upset and asked to speak to a manager but they said she would call me back. I had to call another three times before I got a hold of a "manager"- Tina. Lets just say Tina has the customer service skills of a hungry male lion. She made me feel like the situation was my fault, she was very inconsiderate, and told me there was nothing she could do about it because the number on the receipt was "approximate".
I WOULD NEVER RECOMMEND THIS PLACE... if something goes wrong they do not try to make it up to you at all, even worse that are flat out mean.

I just hope if/when the $1000 dollar sofa I bought finally arrives, that it is what I paid for.

1
★☆☆☆☆

First, I would like to say I have never written a review or even complained about a single store in my life.... but this place was so horrible this is the only way feel I can warn people!

I went to Russel's because I saw it on Bay Area Bargins. I purchased a sofa Feb 26th. The sales man was very nice and helpful and so my in store experience was fine. He told me it would be delivered in 2-4 weeks but he said on average it takes 3 weeks (even wrote it on the receipt). Last week, the 4th week, still no sofa. I called the store and no one could give me any answers. I am a young teacher and very nice..... they were VERY RUDE!!! Finally, on my third call they told me it would be another two weeks before the sofa would arrived. I was really upset and asked to speak to a manager but they said she would call me back. I had to call another three times before I got a hold of a "manager"- Tina. Lets just say Tina has the customer service skills of a hungry male lion. She made me feel like the situation was my fault, she was very inconsiderate, and told me there was nothing she could do about it because the number on the receipt was "approximate".
I WOULD NEVER RECOMMEND THIS PLACE... if something goes wrong they do not try to make it up to you at all, even worse that are flat out mean.

I just hope if/when the $1000 dollar sofa I bought finally arrives, that it is what I paid for.

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We recently purchased a sofa, loveseat and an entertainment center from Russell's Clearance Center. The deivery was scheduled for Saturday November 28 and they showed up on time. The sales guy was great, the delivery guys were great and all was good until we inspected the entertainment center and found it had been damaged. The base was broken in the rear and service/delivery guys could not install the top portion due to damage also. They aggreed to take the entire unit back.
I spoke with Russell's Customer Service via the telephone and was told that they could do nothing until Monday. Before the delivery guys were gone Russell's called to say they had another entertainment Center in the warehouse and scheduled delivery for Wednesday Dec 2 (great). The delivery guys show up on time and here they come with the same repaired base unit and top unit unboxed. I asked if it was the same one that had been delivered before and they did not have that information. I had taken pictures of the old damaged unit and sure enough they tried to repair the old base and tell me it was new. I called and spoke with the Customer Service person (Tina) and I was asured that this was a new unit. Oh, I forgot to say that the installers did not have any hardware to complete the installation which I had bagged for them the first trime they sent out the damaged unit.
I was not going accept a defective unit and asked for a refund and a portion of the delivery fee refunded. I was told I could get a refund for the entertainment unit but not the delivery fee. It was based on the total sale which had now been reduced. I stated that the unit they tried to deliver was the old repaired one and was told I was wrong that they (Tina) had requested a new unit be sent to us.
After sending an email to request a full refund of the delivery fee and then visiting the main store to make the same request and being told NO I asked to speak to a manager. I was told Bob had just left and would not be back until Saturday and was unreachable. I mentioned that I would call ActionLine at the Mercury News to help resolve the refund of my delivery fee. Within 10 minutes I received a call from Tina stating that she could now refund my delivery fee without Bob's permission. I gave them my credit card # for the refund and waited. The credit for the entertainment unit appeared and no delivery refund showed. I emailed again this morning and was told there was an accounting error ansd the refund did not get processed on Thursday. Did I get a call or was I communicated with? NO. Today I have my $150.00 delivery fee credit and I spoke to Bob about his POOR Customer Service and that I would not shop at Russell's ever again.

1
★☆☆☆☆

We recently purchased a sofa, loveseat and an entertainment center from Russell's Clearance Center. The deivery was scheduled for Saturday November 28 and they showed up on time. The sales guy was great, the delivery guys were great and all was good until we inspected the entertainment center and found it had been damaged. The base was broken in the rear and service/delivery guys could not install the top portion due to damage also. They aggreed to take the entire unit back.
I spoke with Russell's Customer Service via the telephone and was told that they could do nothing until Monday. Before the delivery guys were gone Russell's called to say they had another entertainment Center in the warehouse and scheduled delivery for Wednesday Dec 2 (great). The delivery guys show up on time and here they come with the same repaired base unit and top unit unboxed. I asked if it was the same one that had been delivered before and they did not have that information. I had taken pictures of the old damaged unit and sure enough they tried to repair the old base and tell me it was new. I called and spoke with the Customer Service person (Tina) and I was asured that this was a new unit. Oh, I forgot to say that the installers did not have any hardware to complete the installation which I had bagged for them the first trime they sent out the damaged unit.
I was not going accept a defective unit and asked for a refund and a portion of the delivery fee refunded. I was told I could get a refund for the entertainment unit but not the delivery fee. It was based on the total sale which had now been reduced. I stated that the unit they tried to deliver was the old repaired one and was told I was wrong that they (Tina) had requested a new unit be sent to us.
After sending an email to request a full refund of the delivery fee and then visiting the main store to make the same request and being told NO I asked to speak to a manager. I was told Bob had just left and would not be back until Saturday and was unreachable. I mentioned that I would call ActionLine at the Mercury News to help resolve the refund of my delivery fee. Within 10 minutes I received a call from Tina stating that she could now refund my delivery fee without Bob's permission. I gave them my credit card # for the refund and waited. The credit for the entertainment unit appeared and no delivery refund showed. I emailed again this morning and was told there was an accounting error ansd the refund did not get processed on Thursday. Did I get a call or was I communicated with? NO. Today I have my $150.00 delivery fee credit and I spoke to Bob about his POOR Customer Service and that I would not shop at Russell's ever again.

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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

5
★★★★★

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

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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!

1
★☆☆☆☆

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!

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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.

5
★★★★★

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.

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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

4
★★★★☆

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

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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.

2
★★☆☆☆

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.

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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.

1
★☆☆☆☆

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.

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1 out of 1 people found this review helpful.

.

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.

1
★☆☆☆☆

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.

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1 out of 1 people found this review helpful.

.

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

1
★☆☆☆☆

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

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1 out of 1 people found this review helpful.

.

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.

1
★☆☆☆☆

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.

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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!

1
★☆☆☆☆

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!

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1 out of 1 people found this review helpful.

.

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.

4
★★★★☆

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.

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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.

4
★★★★☆

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.

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1 out of 2 people found this review helpful.

.

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.

1
★☆☆☆☆

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.

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1 out of 1 people found this review helpful.

Latest reviews from Citysearch.

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We bought TV console in this store. Sales person said was solid cherry wood, also on the add said was cherry wood but upon delivery, it was clearly are fiber board! More than $1000 bought the fiber board furniture and they do not let us return!!! Do not buy anything from this store again!!!!!!!!!!!!!!!!

0
★☆☆☆☆

We bought TV console in this store. Sales person said was solid cherry wood, also on the add said was cherry wood but upon delivery, it was clearly are fiber board! More than $1000 bought the fiber board furniture and they do not let us return!!! Do not buy anything from this store again!!!!!!!!!!!!!!!!

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We purchased a sofa may 2nd sales guy was ok, he told us it would be delieverd in 2-3 weeks (even wrote it on the reciept) paid $125.00 for delivery. in the middle of the 4th week we still HAVE NOT recieved it. was told to call customer service. OMG Tina is the WORST customer serice ever. she unhelpful, inconsiderate, and told us it would be about another 2-3 week. Now we are looking at 8-10 week delivery. can we talk to managment NO you get TINA. it is now the 5th week and still no sofa.\r\nWOULD NOT RECOMMEND THIS PLACE AT ALL YOU GET BETTER CUSTOMER SERVICE AT IHOP!!!! THIS PLACE IS THE PITS. I can not comment on the sofa because I STILL DONT HAVE ONE!!!!!!!!!!!!!! ONLY RATED IT BECAUSE I NEEDED TO PUBLISH I RATE THIS -10

0
★☆☆☆☆

We purchased a sofa may 2nd sales guy was ok, he told us it would be delieverd in 2-3 weeks (even wrote it on the reciept) paid $125.00 for delivery. in the middle of the 4th week we still HAVE NOT recieved it. was told to call customer service. OMG Tina is the WORST customer serice ever. she unhelpful, inconsiderate, and told us it would be about another 2-3 week. Now we are looking at 8-10 week delivery. can we talk to managment NO you get TINA. it is now the 5th week and still no sofa.\r\nWOULD NOT RECOMMEND THIS PLACE AT ALL YOU GET BETTER CUSTOMER SERVICE AT IHOP!!!! THIS PLACE IS THE PITS. I can not comment on the sofa because I STILL DONT HAVE ONE!!!!!!!!!!!!!! ONLY RATED IT BECAUSE I NEEDED TO PUBLISH I RATE THIS -10

Pros: STOP DO NOT GO TO THIS STORE

Cons: Dont stand behind there word or product

.

Russell's misrepresents what they sell. It's cheap junk at high prices. We did not learn this until after we bought furniture. It was damaged and missing pieces. When we called for help they were defensive and rude. RIP OFF! Do not shop there!

0
★☆☆☆☆

Russell's misrepresents what they sell. It's cheap junk at high prices. We did not learn this until after we bought furniture. It was damaged and missing pieces. When we called for help they were defensive and rude. RIP OFF! Do not shop there!

Pros: Looks good, but is not

Cons: Cheap junk, high prices

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Bought some dining furniture from Russell's recently. Paid over 2K for the whole furniture. First of all, they were supposed to deliver the dining table and chairs within 12 weeks. It took 20 weeks to get the wrong pieces of furniture. No dicounts offered. Table is substandard. It might look great in the shop but even a light wieght center piece leaves impressions on the veneer. \r\nIt's just a glorifed fine furniture place. I would not go back there. It's not worth the money.

0
★☆☆☆☆

Bought some dining furniture from Russell's recently. Paid over 2K for the whole furniture. First of all, they were supposed to deliver the dining table and chairs within 12 weeks. It took 20 weeks to get the wrong pieces of furniture. No dicounts offered. Table is substandard. It might look great in the shop but even a light wieght center piece leaves impressions on the veneer. \r\nIt's just a glorifed fine furniture place. I would not go back there. It's not worth the money.

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While Russells may offer good sales, once you've given them your money, their efforts at customer service END. We purchased a loveseat back in December and it is now March and we still don't have it even though we paid for it in full (turns out I didn't have to do that either but no one told me). Repeated promises of call-backs never happened - they have NO customer service at this company. When I asked for compensation for the poor treatment, they had the nerve to offer me a discount - mind you a DISCOUNT on, not even FREE delivery. We had intended to pick it up all along (if we ever get it). They just DO NOT GET IT!. Save your money, time and frustration. It's worth it to pay more from a reputable company that actually cares about their customers.

0
★☆☆☆☆

While Russells may offer good sales, once you've given them your money, their efforts at customer service END. We purchased a loveseat back in December and it is now March and we still don't have it even though we paid for it in full (turns out I didn't have to do that either but no one told me). Repeated promises of call-backs never happened - they have NO customer service at this company. When I asked for compensation for the poor treatment, they had the nerve to offer me a discount - mind you a DISCOUNT on, not even FREE delivery. We had intended to pick it up all along (if we ever get it). They just DO NOT GET IT!. Save your money, time and frustration. It's worth it to pay more from a reputable company that actually cares about their customers.

Pros: Good price

Cons: No customer service, no follow through

 

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