Russell’s Furniture

Purchased a Flexsteel sectional with motorized recliners from Russell’s beginning of March and was told it would be 6 – 8 weeks. We received it 8 weeks later which was beginning of May. Here is where it gets frustrating. Couches were delivered and the very next day we realize that one of the the recliners on the end is broken. We found a part that broke off the couch on the floor. I call down to Russell’s and was told «we need to have a technician come out to see if they can fix it. We will have someone call you by the end of the day.» First, you can plainly see it CANNOT be fixed but of course its the case of ‘we have your money so we aren’t in a hurry to help you.’ Waited for a tech to call us but didn’t hear from anyone. Called the next day and now was told «oh sometimes it takes up to 48 hours for them to call.» Next day got a phone call (2 days later) and the technician set up an appt for a week later. A WEEK!!! «I got a broken couch delivered to me, had to wait 2 days to even schedule a appt and now another week until they come out?!» They were a little rude and said «well we live in Los Banos and booked until then.» Had no choice and waited the week until the tech came out and took 2 min for him to look at it to say «this can’t be fixed. We need to send this to the warehouse for them to weld the bearing back on. It’s completely broke. I will submit this to Russell’s and they will be calling you to schedule a pick up date.» WHAT! ‘BRAND NEW SECTIONAL DELIVERED BROKEN AND NOW I HAVE TO HAVE IT WELDED? I WANT IT REPLACED.” Of course no phone call. Had to call them and tell them «NO I WANT A BRAND NEW END PIECE REPLACED.» After them checking they came back and said «Ok. We will replace it. We will need to call and order it and find out when it will be in.» Of course, NO PHONE CALL. My husband calls down a few days later to find out, spoke to a woman who says «let me call and find out and then I will call you back.» 1 month later still hasn’t called back. My husband calls today to find out the date and the man says «The manufacture hasn’t yet given us a date. So we don’t know.» ARE YOU SERIOUS… HORRIBLE! Like I said «WE HAVE YOUR MONEY SO YOUR NOT A PRIORITY.» We have to order couches for our cottage and there is NO WAY I will ever go through Russell’s. We are giving them one week and then we are going to take the next step. First, filing through BBB (which by the way they already have a grade of a «C»
) and with the California Department of Consumer Affairs before taking legal action. I also posted under their old El Camino location Unilocal

Buyer Beware. Check other Russell’s store listings (Santa Clara store now closed but reviews exist, San Jose store). We had a very poor experience with these people and it seems we’re definitley not the first.
*** Consumers: I’ve done some homework and found that the «furnishings industry» (includes retailers) is Licensed/​Regulated by the California Department of Consumer Affairs. A complaint can be officially registered on-​line.