Retail · Support
Russells Complaints Department Contact Details
All Retail contactsComplaints & escalation
To complain to Russells, start with the call centre on 0800 110 775 (toll-free) or WhatsApp 066 189 8115, and if that does not resolve it, escalate in writing to Pepkor Lifestyle Customer Care on 010 211 1120 or query@pl.co.za. Russells is a furniture retailer that is part of Pepkor Lifestyle in the Pepkor group, and it does not name a separate “complaints department” on its website.
The Customer Care line and mailbox come from the shared Pepkor Lifestyle terms and conditions, which also cover Bradlows, Rochester, Sleepmasters and Boardmans. For Russells’ general numbers, see the main Russells contact details page.
Russells complaints contact details at a glance
| Route | Details |
|---|---|
| Russells call centre (toll-free) | 0800 110 775 |
| Russells WhatsApp | 066 189 8115 |
| Customer Care (Pepkor Lifestyle, South Africa schedule) | 010 211 1120 |
| Customer Care email | query@pl.co.za |
| Log a repair / return request | russells.co.za/repair-form |
| Information Officer (privacy complaints) | io@pl.co.za / +27 11 718 6153 |
| Notices and legal processes | Marlboro House, 6 Eastern Service Road, Eastgate, Sandton 2090 |
Official Russells complaints route
Russells’ first line for any problem is its call centre on 0800 110 775 or WhatsApp on 066 189 8115. You can also use webchat on the website, or log a repair or return request on the form at russells.co.za/repair-form. The same 0800 110 775 number handles questions about whether your order was accepted.
If the call centre does not sort it out, the Pepkor Lifestyle terms give a Customer Care line, 010 211 1120, and the email query@pl.co.za. Put your complaint in writing so there is a record.
What you need before contacting Russells
Have your order or account number, the product details and the delivery date ready. It also helps to know which of Russells’ own rules applies to your problem:
- Faulty product: if it is faulty within the first six months after delivery, Russells can collect it for inspection, and it may be repaired, replaced or refunded.
- Cooling-off: an online order can be cancelled within 7 days of receipt, and you pay only the direct cost of return.
- Refunds: these can take up to 10 days to reflect. Contact Russells if the money has not arrived by then.
- Wrong delivery: wrongly delivered goods are collected at no charge within 20 business days of you notifying Russells.
- Warranty repairs: these are done within 60 km of the service agent. Beyond that, the AA rate per km applies.
Step-by-step complaint process
- Gather your order or account number, product details and delivery date.
- Contact Russells on 0800 110 775, WhatsApp 066 189 8115, webchat, or the repair and return request form.
- If it is not resolved, escalate in writing to Pepkor Lifestyle Customer Care at query@pl.co.za or call 010 211 1120.
- For a complaint about your personal information, write to the Information Officer at io@pl.co.za or call +27 11 718 6153.
Escalation route
Pepkor Lifestyle Customer Care (010 211 1120, query@pl.co.za) is the escalation point above the Russells call centre. For credit or insurance complaints, the terms say to contact Customer Care first. Formal notices and legal processes go to Marlboro House, 6 Eastern Service Road, Eastgate, Sandton 2090.
For other furniture and retail stores, browse the retail hub or the retail directory P to R listings.
Frequently asked questions
What is the Russells complaints number?
Start with the call centre on 0800 110 775. If that does not resolve your complaint, call Pepkor Lifestyle Customer Care on 010 211 1120.
What is the Russells complaints email address?
Escalate in writing to query@pl.co.za. Privacy complaints go to io@pl.co.za.
Can I cancel a Russells online order?
Yes, within 7 days of receipt, paying only the direct cost of return.
How long does a Russells refund take?
Up to 10 days. Contact Russells if it has not reflected by then.
Sources
- Russells, Contact us: russells.co.za/contact, read 2026-09-25
- Russells, Terms and conditions: russells.co.za/terms-and-conditions, read 2026-09-25
- Russells, Repair form: russells.co.za/repair-form, read 2026-09-25