Russell’s Furniture

This has been awhile but I bought a sofa OMNI and within a year there was a hole in the wood food and the arms began to sag.
The cushions will not stay on the sofa (slide out whenever we sit down).
There is no padding on the back of the sofa and the fabric is partially remnants where the cushion meets the back cushion.
Paid extra for the warrant for them to access and repair or replace. Some repairs were done but the sofa continues to deteriorate at of fast pace. Now the piping is falling apart.
Please do not buy this sofa if you expect quality workmanship.

Everything you hate about furniture shopping is what this store is all about. The prices are uncompetitive, the furniture is poor quality and out of date. The sales people are grumpy and very unhelpful. Don’t waste your time.

Can’t be happier with our experience. My wife and I bought a beautiful new dining table that was in stock and had it delivered because it was way too heavy and large to fit in my truck without damaging the whole set. We also purchased a custom made living room set and had that delivered also. We were told up to 8 weeks for delivery and even though the wait was at times excruciating, this was a built to order piece. 8 weeks later the furniture is now in our living room and the whole family loves it.
About the purchasing experience.
We spent hours here on a weekend. Our sales person was very attentive but not overbearing. We wandered for about 45 minutes before something caught our eye. While sitting down and flipping through material samples she brought us tea. We picked out the sofa style, cushions, armrests, length, width, height, footing and a few other details with some advice from our salesperson. Just for fun I told her that I also wanted a dining room table that was on sale and that’s when the owner came around. He went over the items that we were purchasing and even though I was already buying everything it made me appreciate the craftsmanship even more. After all of the arrangements were made Mr Russell gave us a few boxes of chocolates to give to our children.
I had a great experience and I don’t have unreasonable expectations. These guys did there job and then went above and beyond. I am grateful for that.

Avoid. Dishonest. From the sales people to the owner, every person we talked to lied about how long it would take to get furniture, where the products are made and what the final cost would be. Horrible experience all the way around. Cannot believe this place is still in business. Just horrible.

I LOVE Russell’s furniture! I’ve bought coffee tables, multiple couches (sectionals, power recliners, and sofa beds), mattresses, bed frames, console tables, desks, end tables, and all sorts of other odds and ends from Russell’s for the past TWO decades. Not once have I ever had a bad experience with their delivery, repair or sales staff. I’ve even had some minor damage and some missing decorative stitches on my latest circular couch, but they immediately sent out a repair guy to take a look and patch it up. He did a great job fixing up these VERY minor issues, and scheduling him to come out was quick and easy, and he showed up right on schedule!
Just 2 weeks ago I purchased a new sofa bed and writing desk with the help of Bill, who was a real blast to work with! (Thanks Bill!) He spent a good hour+ with us helping to find all the things we were looking for. He even put in the extra effort to dig up things in manufacturer literature/​brochures that they could order that might fit with what we were looking for while we were browsing the massive showroom.
Oh yeah, can’t beat the prices or variety of stock either! We’ve bought some really amazing, well built furniture that we STILL have today, almost 2 decades later! Thanks Russell’s! I can’t wait till we have need for more furniture so we can visit again and browse through all the new, cool stuff you’ve stocked up on!

So a few years ago, my wife and I were sofa shopping at the Russell’s store. As I knew that cardboard was commonly used in cheaper furniture, I was feeling inside sofa to check. I also asked our salesman if cardboard was used in the sofa we were looking at. Well that salesman was Richard Russell himself, and he stated emphatically that no cardboard was used in that sofa’s construction. Imagine his surprise then, when I turned the sofa over in front of him, and trapped him in his lie.
But the lies don’t stop there. I’ve called repeatedly over the years to have my address removed from their mailing lists. Calling again today, I was asked for my street number and zip code — which they could not locate in their database. So I was then asked for my full address, but not my name, to delete the address manually. So imagine my surprise, when at the end of the call, the person said goodbye to me, using my name.
Unilocal reviews are pretty bad for Russell’s. Why be lied to, even by the owner, when you can find a better store and more respect elsewhere?

DO NOT BUY FROM THIS COMPANY!!! I paid over $ 5000 for a custom leather couch that is peeling two weeks after the 1 year factory warranty and even though I was talked into the extended ELITE warranty that we were lied to and told would cover EVERYTHING it’s not covered. The couch was also delivered with a rip which was not disclosed to me. They tucked it against the wall and left. I randomly got a phone call the day after it was delivered from some unknown company telling me they needed to come see it and repair it and I thought it was a scam. When I called Russells they said it was their mistake and it was the couch delivered before mine that was damaged. LIARS! When I moved 8 months later I clearly saw the rip when it was taken away from the wall. When I called today the only response from the lady was ‘sorry you’re over your one year time limit!’ Are you kidding me!?! I’m 19 days over one year! And what kind of piece of crap costs $ 5000 and doesn’t hold up ONE YEAR!?! I will file in small claims court to recoup my money. They do bad business go somewhere else!

We bought the reclining love seat in December and were really pleased. Unfortunately, one of the electric devices started giving us problems so we called and scheduled their repair team to come out and look. They said it needed to go in the shop for repair. As this is our only sofa, and we need the power reclining feature, that was not a reasonable option for us. I called their management team to discuss options, wanting it replaced, rather than repaired. They referred me to Tony Martinez, the sales ace that helped us with the purchase, and he agreed to replace the sofa. No hesitation, no argument. In addition, he gave us a 5 year warranty extension for the inconvenience. The new love seat was delivered the following week. No fuss, no muss, just great customer service. It just doesn’t get any better.

I had always purchased my furniture from Russell’s Furniture. I needed a new sofa and I went there, as usual. I wanted a leather sofa to replace the leather sofa that I had for years. The sales person sold us on a beautiful sofa that she said was «all leather» very good leather she said. She even sold us 2 boxes of the leather protection supplies and told us we needed them to protect the leather.
About 1 year after purchasing this sofa, the top of the sofa had some weird things happening to it, it started peeling. I called Russell’s up and tried and tried to get them to help me with finding out what was going on. They said the sofa was out of warrantee and that there was nothing they could do. I then wrote a letter to them, telling them that the damage was getting worse all the time and explaining that it can not be leather, because my leather sofas that I have had in the past lasted 20+ years. I found out from Russell’s that they no longer does business with the manufacturer of the sofa that they sold me. So they said that there was nothing that they could or would do about it. I wrote to them again and told them how long I had been a loyal customer of theirs and that this was very bad business. They basically said that they didn’t care, nothing that they could do.
Later I noticed that Russell’s went out of business, which I was glad. But now I see that they are back. SURPRISE! I will never purchase from this company ever again. They sell cheap furniture and claim that it is something that it is not. They charge you as if it was good quality. They have absolutely no customer skills at all.

get’s better… so now you have the client trying to get a resolution… in a customer service business you would think it would be mgr reaching out to try and resolve… called 3 times yesterday as I was told the sit in mgr in Santa Clara would give me a call back and they would tell Elias today (friday) the corporate mgr I was told… did not get a call from sit in mgr at all nor Elias today… so I called got his vm and left a detailed explanation of what happened… of course no call back… then I waited until 4 as they close at 6… asked for Elias and was told he left for the day…
Warning STAY AWAY… could imagine if you bought something and had a problem with it what customer service you would get? I am just trying to get them to honor what they agreed on and can’t even get a return call…
Elias if you happen to read this 650 678 0609
guess I should have looked at reviews prior… looked at Marcus R review and noticed the same deceptive sales practice… followed by extreme rudeness and poor customer service to say the least…

We purchase a couch and love seat from Russell’s in 2001 and it lasted until last year. We went in to look at a new couch and recliner chairs. We purchased them last year and were promised them within two weeks. They were delivered on time and the movers set them up where we wanted and even moved them a few times until we were satisfied. The furniture has been in our house for over a year and are still in great shape.
I would recommend this store to anyone who is looking for new furniture.

That is super funny:(((((I purchased 6 weeks ago very nice furniture from this place and I pay $ 4000 for it. they told me it will be deliver in 6 weeks. after six weeks they call me and give me delivery time and after two hours again they call and canceled everything. the reason was we dont have your furniture. that is so
come you find out after six weeks. this is a fraud. this is a big cheat. you using people money like that. You take advantage of your customer. I dont recommend this place at Alllllllllll. very unprofessional.

Now that I have seen the Unilocal reviews, I get it.
My experience with this company has been awful. It has taken 5 months to get a replacement bed rail and today when they finally showed up to fix the bed, instead of calling me to find out where I stored the footboard of my broken bed (in another room in my house because it was in the way) they left without finishing the job.
Idiots. I am doing a complete home remodel in a few months. Do you think I will buy ANY of my new furniture there? No way.
Oh yeah, Mary, way to go with not following up with me on an incomplete job! I guess you are once again «confused» I think that was what you had said on one our many conversations. Well, at least you are consistent at being awful.
No stars, at all.

Ok, I feel so bad about all the reviews that have been written that I feel compelled to at least share the positive experience I had at the store.
I knew of Russell’s because I spent several weekends of my childhood being dragged through the store looking at boring furniture and flowerly upholstered sofas. When it came time for me to furnish my new apartment I never even considered Russell’s as I imagined it was clearly out of my price range. However, as I visited «bargain» furniture stores one after another I became frustrated at the lack of quality I was seeing. Ok, so $ 500 is the price you would pay for a cheap couch but it’s still a lot of money and it’s painful to spend it on something with cheap fabric and couch cushions that won’t stay in place! As I was driving to yet another furniture store, I drove past Russell’s and all the «store closing» signs drew me in.
Here are some bulletpoints highlighting my experience:
–Walked in on a weekday and there are tons of sales people lounging around waiting for customers to come in. NOTE — if possible, come in on a weekday as they are more willing to help you and the environment is not as crazy as it is on the weekends. I met BILLY BO JANGLES, quite the character and although he was certainly attentive I found him informative and helpful.
–They have items with pink papers attached which list the discounted prices. Tags without discounted prices but with red stickers mean they are already offered at a lower price and the listed price is what it is. Everything after that IS NEGOTIABLE. Brush up on your haggling skills before you come in because that is a must. Don’t fight the game, play it.
–What did I get? I got a $ 1600 couch for $ 650, a $ 800 bed for $ 350 and a beautiful $ 1,000+ dining table and 4 chairs for $ 600. More importantly, everything is made out of solid wood, beautiful and quality stuff. These are prices you would be paying at Ikea and Costplus and the quality is infinitely better! Granted I really walked around to find the best values but if you put some time and energy into it there are really some great buys to be found.
–Some things are in the warehouse and some things can be bought off the floor in the store. Not wanting to wait 3+ weeks for delivery I opted for pick-​up. The warehouse was super easy, they wrapped everything up for us and helped load the truck. The downside to not having delivery is you need to build everything yourself but the bed we got was easy to put together. The sofa we picked up from the store and the only hiccup we ran into was the store wasn’t open on Wednesday. We ended up grabbing it on a Saturday instead although I recommend calling to make sure they get your items all ready before you go renting a U-​Haul truck.
I love everything I bought and the boyfriend ended up very impressed with my bargain shopping and quality purchases. Of course I cannot guarantee that you will have as great a time as I had here but I still think it’s worth a visit!

Buyer beware, very dishonest sales tactics, no customer service, very rude management. Last time I will ever shop at Russell’s, I recommend going else where and save yourself a headache.

Do not shop here. Negative 5 stars!
Here’s our story. Please read before giving them 1 penny.
— Spent $ 4,700 on a living room set that was supposedly made in America. This was December of 2013.
— Russell’s said it would take 8 weeks (yikes, that’s a long time but ok. It’s handmade in America)
— In late March (um, not 8 weeks), we get a couch and a chair that are falling apart when they’re delivered. Appalled, we send them back. There is no way that an American-​made couch would be so shitty. It’s probably made in China and that’s why it took 12 weeks to get here… it was shipped on a boat. I work in the Valley and ship stuff from China all the time. It takes a long time on a slow boat.
— Send couch and chair back. Early April, Russell’s has no idea where it is or when we’ll get it back (it’s probably on a boat). Nor do they seem to care. «No refunds!» they continue to say.
— It’s now late April and we demand our money back. After much arguing, they agree to refund our money. I do a quick Google search on the vendor that they noted on the return receipt and they’re from China. Liars, liars, liars.
There’s a rumor that Russell is closing up shop and opening a new store under a new name selling only «american» stuff. Clearly Russell knows that his shop has a bad rap. If you see a new furniture store in Santa Clara and there’s an older gentleman claiming to sell only American made stuff, avoid it! It’s probably from China and he clearly doesn’t give a crap about you.
AVOID
AVOID
AVOID

If I could choose Zero stars, I would!
Mike (real name is Mohammad) lost our business. We came in for a chair or a love seat, he showed us a terrific Flexsteel chair, I fell in love with it and we wanted to discuss the money because our budget was not Flexsteel friendly. But rather than trying to work with us on the price (and possibly finance it), he felt that «throwing in a free Ottoman and very expensive — and IMO ugly — fabric») was somehow saving us some money.
He is from Iran, my husband is from Turkey, and I think — after they «bonded» over being «neighbors» — he decided he was going to squeeze every penny he could get out of my husband and I. After we decided it was too much, he kept trying to push into it by trying to «talk to the people upstairs» about quicker delivery or getting me the floor model. But my husband finally said, «no we can’t afford it, sorry»…so what does Mike do? After claiming to have «put his neck on the line for us and get us a deal he’s not allowed to get us»? Does he get upset and try to remove the pricey fabric and the ottoman to save us a few more bucks? Nope. He hands us a business card and tells us he’ll see us tomorrow.
What an arrogant jackhole!
I went home, Googled Flexsteel, and found another showroom in the area, we went THERE the next day, and spent almost DOUBLE our BUDGET because the sales person WORKED with us! We got exactly what we wanted from someone who shaved off what he could to keep us as a customer. We will NOT go back to Mike at Russell’s ever, but we WILL go back to his competition in Campbell… they actually give a crap and don’t try to squeeze every last penny out of a person.

I had my concerns about buying from here given the terrible reviews. However, we found that many furniture stores around here also have bad reviews so we decided we had to see for ourselves. We spent 2 whole weekends going into about 10 different furniture stores in the south bay and sitting on sofas and checking them all out. Russell’s had the biggest selection by far even if it’s a bit chaotic inside. And Russell’s was the only store we went back to a second time because we liked one piece in particular.
I have to say that on our first visit in while we saw the shark-​like sales people they mostly left us alone. On the second trip in one guy in particular kept literally stalking and following us around the store, pouncing in every time we hesitated for a second. We didn’t care for that, and if that had been our only experience this would be a different review. However, that is the only negative thing I have to say about our experience at Russell’s. Onto the good stuff!
Mr. Russell himself is very passionate about his furniture. He did show us some things, and occasionally seemed a little sales pitchy, but never pushy. Mostly just excited. We were more than happy to listen to his advice and be shown different options. But even better than that is Bill. We had met Bill briefly on our first trip to the store, and he recognized us again a week later. Bill is an interior designer and has great suggestions for every scenario. He is very knowledgeable, very helpful, not overly pushy or smothering like some others, and just has a great personality. We were more than happy to do business with him.
Bill told us that the manufacturer we were going with typically takes 8 weeks, and to set our expectations there. Great, no problem. He also suggested we give the store a call in 3 weeks just to get an updated estimated. Sure. So we call right at the 3 week mark and leave a message asking about the most recent estimate. About a week later we get a call back and find out our 2 sofas are in the warehouse! We scheduled a pickup for today and got our sofas in our house in 4 weeks. We couldn’t be happier. Thank you to Bill and Mr. Russell for helping us get our desperately needed new couches. I wouldn’t hesitate to go back when we need a new rug, recliner, or end table.
Also they had yummy chocolate chip cookies when we were there. Never hurts.

hummm
We are in process of buying something from them right now. So far our experience has been mediocre. The sales rep promised to call back with a delivery date, never received any delivery info from the sale rep. Finally got someone to tell us «It is being shipped and will be here next week.
Today is Friday of «next week», now we are told it has not shipped and they have no information from the factory. «They said, not to worry we will get right on it and call the manufacturer for you. Expect a call back from us in a few days.» Er uh hum, Is that what you call getting right on it? I asked that they call back today with an answer since it was only 11am when I called them. From the reviews I have seen here I am not holding my breath.
Will keep this review up to date with progress…

Six to eight weeks, eh? Alright, six to eight weeks sounded decent enough, so we thought… My family ordered a custom-​made couch on May 31^st this year from their ginormous warehouse. Eight weeks (or two months) later calculates out to be on July 31^st.
As of August 31^st (12 weeks or three months later), our couch had still not even STARTED to ship yet.
Here’s the bigger problem: we had extended relatives coming to stay at the very beginning of September (and these days have since passed). We were replacing an old, crappy couch with something much better. The crappy one was removed from our house in time (supposedly) for the new couch to arrive. We still are currently couchless.
Six to eight weeks is a long time. Apparently, the furniture company that was shipping the couch to us through Russell’s was going out of business, and it may have even been in Canada. Their manager is awful hard to reach, too… We think Russell’s was doing whatever they could to pull the strings, so to speak, in order to keep us hanging.
We ultimately had to cancel our order. At least we got all of our money back, because we deposited a large sum in order to make the custom order. Otherwise, an in-​person ballistic vocality may have become a necessity.
As it was, the manager was «unavailable» at our money retrieval…
If only we’d read other Unilocal reviews prior to the ordeal… Seems we’re not the first customers to have received bad business! Please, STAY AWAY FROM RUSSELL’S!