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Missing pieces galore and no customer service
Never, I repeat NEVER buy from Amart Furniture! I have struggled immensely for over 5 months now trying to purchase furniture, obtain missing parts and put together furniture with instructions that are outdated.
This whole ordeal started in October of 2019 when I purchased the Kianna bedroom suite online. However, shortly after purchasing the bedroom suite I got a call from a staff member at my local store (Penrith), advising me that the tallboy was out of stock. As it was a discontinued item, I was told they could give me the new tallboy for...an additional $150. I was not willing to pay an extra $150. It was advertised online and my payment had already gone through so I stood my ground and told them I want the tallboy that I purchased, for the price it was advertise as. Fair right?! The lady called me back and agreed, but told me the new one also wasn’t in stock and it would be a 9-10 week wait. I was fine with this as I wasn’t in any rush. So I had the queen bed and two bedside tables. However, when I was constructing the queen bed we discovered that I was missing 5 pieces! Not 1 or 2, but 5! I was missing three slats and 2 slat holders. When I went in store I was told that I would have to contact the missing parts line and place an order through them. The staff member that I dealt with was not helpful at all and simply told me to look on the front of my instructions for the phone number and sent me on my way. So I went back home and attempted to call the missing parts line attempted! Over the next days weeks I struggled to get in contact with anyone who could offer any help at all. The missing parts number must be unattended because no one ever picked up. I called a few times but after being left to ring out I gave up. I then found the customer care number online and called them a few times. They just redirected me to the missing parts line. I then put in a complaint through the Amart website and received a reply straight away. The staff member told me she had forwarded the complaint on to the Penrith manager who would get in contact with me right away. I never received a reply. I did, however, receive the two slat holders that I was missing in the mail. There was paperwork on the front so obviously someone knew I was missing something, but in the section which detailed if I needed any more missing pieces it said ‘nil’. I had enough. I went back into the Penrith store and spoke to a lovely young girl behind the counter who told me what everyone else told me- that the furniture had been discontinued, but she would go to the back warehouse and see what she could do. She later came out with some slats- not the slats that I was after, but with something that could work. We measured the slats and my dad told me that he could cut them to size so she let us take those. She was helpful and at least attempted to offer a solution to our problem. Still, I currently have odd slats on my bed that my dad had to saw down to size. What a joke. And that was just the bed! When the chest of draw finally arrived I noticed yet again I was missing a piece. And it wasn’t just a slat holder or something small, it was half the back of the unit (piece C5). So I called up the Penrith store and was told that they could order it in for me. I placed the order and about 5 days later I got a text saying that my piece had arrived and was available for me to pick up. I went in store to pick the piece up but when I got there the guy in the dock told me that piece C5 doesn’t exist anymore and you don’t actually need it to build your unit. He said the instructions weren’t up to date and to just ignore it when I build the tallboy. He did apologise and said the person you spoke with on the phone should’ve known, but it took a phone call, a text and me driving all the way to the store for them to realise this piece didn’t exist! I can’t believe they didn’t realise this when they attempted to order a piece which didn’t exist anymore. Its frustrating that I had to drive all the way there for them to tell me the piece I ordered and the text that I got was for a piece that no longer exists. The man in the dock also told me he didn’t have any up to date instructions for me and that I’d just ignore that step when constructing my tallboy. So I went back home and tried once again to construct the tallboy, but the instructions are so out of date that there’s images of screw holds that no longer exist on the furniture. And piece C7 has a cut out in the instructions, but no cut out on the physical piece. I really don’t understand how I’m supposed to construct this tallboy and where I’m supposed to put the screws when the instructions tell me there should be screw holes when there isn’t. So I called up the store again and requested the new instructions. The gentlemen who spoke to me said he could send me an email shortly. He just wanted to confirm my email with me, which was misspelled. However, when I spoke to someone previously they confirmed my email and I discovered the mistake, so I corrected them and was informed that my email had been updated. Clearly it wasn’t. I waited and waited for the new instructions to come through- and surprise, they never did. So I called up again and spoke to someone different. She knew exactly who I spoke to and said she can send them through right away. I asked if she could confirm my email. She repeated the same misspelled email that I corrected not even 40 minutes prior. I told her I corrected it, but clearly he didn’t update it. I finally got the email and the instructions were the exact same! There were screw holes in the images where there shouldn’t be and some pieces are shaped slightly differently. I just don’t know what to do anymore. This has caused me so much stress and has taken me 5 months to sort out, and I’m still not done. Please, please, please, for your own sanity, do not buy anything from Amart Furniture. You’ll have missing pieces, dodgy instructions and deal with unhelpful, lazy staff. Save yourself the trouble.
Terrible product and customer service
I brought the Silverwood package from the oxley store and the tall boy has a fault bottom draw (this is the second one I have had since the first has been replaced) and the dinner room table leg the metal is coming apart, checked online as it says it comes with a 10 year Guarantee to ring up and them tell me it was only a 1 year structural warranty so other words just lying on the website and not worth the money from a cheap basic store
The reviewer stated that an incentive was offered for this review
The success of flat pack furniture relies on a good and disciplined packaging and delivery and good after-sales service. Unfortunately, the customer service at Amart is shocking. First, shopping at Amart is the only time ever I received flat pack furniture with a missing bolt/hardware kit. It is so surprising that I searched through the packages many times. Other reviewers have also experienced the same. Overall, these folks are quite careless. Packages come with missing components! Delivery comes with missing items! Another example of careless...attitude is that they don't contact customers to keep them informed, and you have to keep sending emails. When the delivery has missing items, it should be communicated beforehand. The one thing that does work (almost) perfect is the payment. The experience is beyond disappointing!
The chair didn't fit me, caused some back issues. They accepted the return which I am thankful and happy about. I would also like to say that I a regular Amart customer and most of the items I purchased, are extremely great and value for money. Thank you Amart
How can you not fix what you sell people
Bed& base delivered by 2 rude couriers both were dragged along ground after they left found bed &bases were ripped rang amart they offered 200 dollar to keep damaged merchandise which we refused w ent in to store to sort out change over what they sent us was absolutely unsleepable hard rubbish this was our second &last shop at this company absolute waste of money we can’t afford this how can you not fix these problems do you not care obviously not
- Amart Furniture Online Store
- Verified customer
Rutherford store excellent customer service
Amart furniture website navigation is quite good. My experience with placing an order was smooth and quick. Unfortunately, I had to cancel my order due to the very negative product and customer service reviews on this product review page.
I dealt with Emma at Rutherford store and she exceeded my expectations. Emma was very professional, friendly and diplomatic in explaining the process of cancellation. After all she had to protect the business she represents but at the same time she did everything to provide very satisfying customer service.
BE AWARE delivery is the worse in A-mart. Unprofessional manager.
BE AWARE delivery is the worse in A-mart. Delivery guy called me the day before the delivery day and I told him not to as I will be busy during the morning but he decided to come. They charged me more than 80$ for the delivery and never refunded me the delivery. I talked to the manager and her response was that she will check the so called "log", where they have a recorded all the phone calls of the customers, and after that she will tell me what is going to happen to my delivery fee refund. She did not bother sending an email about the problem after a month passed already. Unprofessional manager.
Unable to rate below one star !
Went to the Prospect store, bought a coffee table, was not available in the store at the time. Became available next morning, borrowed a friend's car and picked it up. While unpacking found one panel to be defective (can you believe it, new item and defective - wonder what their quality assurance process are like). Anyways, called them and asked it to be replaced. Now, they can't help deliver the new item, I will have to arrange the return of the old one and pick the new one up. Guess what, I will again have to request my friend to accompany me or pay Amart for the delivery. They are rip offs ! You are better off going not going to them.
- Amart Furniture Online Store
- Verified customer
Never and ever amart again
Brought over $5K of furnitures from amart sofa and etc.) last year. The sofa's armrest broken last month. I asked for 10 years warranty care and came back as because it's my fault (sit on armrest once), it's not gonna cover under 10 years' warranty. Thats a smart excuse Amart!
I never see any kind leather sofa's armrest gonna break that easy just cuz someone sit on it once!
The reviewer stated that an incentive was offered for this review
Disgraceful customer service and cheap throw away products.
3 Year Guarantee is what is printed on the sales receipt.
Recently expressed my concern regarding the purchase of the AMARI 3 piece Bench Dining Setting. The product was opened in June 2019 and placed in an undercover alfresco area away from direct sunlight and protected from rain and other elements.
Significant deterioration of the product was notable with evident rusting of the the white aluminium.
I contacted customer service with photographs attached and received an abrupt reply - see below
We have assessed you photos and unfortunately ...this has been assessed as not a manufacturing issue and therefore we will be unable to proceed any further with your claim."Amart Furniture's liability under this Quality Guarantee does not extend to: damage, failure, fading, or deterioration (of the whole of the Product or its components) caused by normal wear & tear; or damage (including corrosion) caused by improper use, abuse, neglect, assembly, placement, storage care or maintenance, including damage caused by failing to adhere to care instructions"
Good furniture but bad assemble instructions
I purchased the Majesty coffee table and TV unit. Both pieces are nice and I got them really cheap which was good. They come flat packed which is no problem but i found the instructions to be confusing and poorly drawn meaning I had to back track a couple of times during the assembly of both items. I also found I had excess hardware and some guide holes were not drilled properly. The final product is great but it was a struggle to get there.
Amart does not provide customer service
We had booked Elwood outdoor lounge from Amart, at the time of purchase we were told we are getting entire package with few more things included in the price. Later we found similar product at much lower price than what amart was offering, so we asked for a refund or price match. Firstly, amart was not ready for price match and then they said we cannot include the extra stuff which was added in price we have quoted. Amart was ready to reduce 55$ on overall purchase of more than 1500$, where as the product we were getting was at much lower price.... When we went to the store the store manager [name removed] was very rude, instead of explaining us and retaining us as customer, she wanted to prove we were wrong. Poor customer service, would not like to visit again.
- QLD, Springwood
- Verified customer
Genuine warranty claim rejected
Hi Guys please don't buy anything from them. I bought Theodore corner leather lounge in Dec 2016 assured with 10 years leather Warranty as they would Promise everyone. Feb 2020 I made a Genuine claim as one my leather seats was wearing out , assessor came,checked it keeping in mind as told by the company not to pass the claim, got a call and my claim was rejected stating that its a NON MANUFACTURING FAULT, we only accept MANUFACTURING FAULT.Argued what's the point of Warranty then.i bought 10000$ of furniture at the same time.Thats what they have paid back to me. They wouldn't give you in written just called about the claim rejection . i attached pictures as well wasted my 3000$ in 3 years
Left behind all the rubbish and a were rude to my child.
We bought a three piece lounge suite. On purchase, we asked for delivery, and advised that we would like the rubbish and old lounge taken away. We were happy to pay for the service. We also advised that we are only available before 1pm each day and were happy to book as far in advance for delivery as needed to ensure this would happen. We were told "we'll do our best." Nope. Cue delivery day. Lounge was delivered, in pieces. When my son asked about taking away the other lounge, the driver replied "You only paid the basic fee." My son sho...wed them the invoice that showed we'd paid more, but the driver said "Not my problem. Talk to Amart" and left before my son had a chance to do anything. So we are now left with a lounge to dispose of plus an immense pile of cardboard that we had already paid to have taken away. I've contacted our local store on numerous occasions but have not been called back. If I was a petty, grumpy person, I would consider taking this all and dumping it in their loading zone. Luckily I'm not. But we won't be back and have been telling everyone about our experience. DO NOT BUY FROM THESE GUYS.
I’ve never felt so uncomfortable in my life!
On the weekend I went into amart with my partner excited to look at some furniture for our new home. We told the guy we were just looking and weren’t moving out for a few months, he replied that’s okay we can hold it free of charge. They had some great deals on so we began to look around at things. 2 things caught our eye a package deal and a couch, we looked at doing it through zip pay and applied in store. We were scared we were rushing into the 3 grand couch so decided to stick with zip pay 3 grand limit and not get the couch. I told the guy...that I chose a 3 grand limit and he threw his hands up in the air and literally stormed off!!! I looked at my partner shocked and felt so uncomfortable, he then came back and kept questioning stating ‘why is the hell would you do that’ in my head there was no way we were buying from him and luckily the zip pay hadn’t cleared. We said we would come back another time and he nagged and nagged for a deposit! The guy was so lovely until it came to the money, my partner and I walked in there so excited and came out drained, disappointed and never wanting to go to another furniture shop again
It's simple. Don't advertise the product as in stock if you haven't physically got stock and the customer still have to wait weeks before it's available. Applies online and in-store.
bad service. Ordered online and had to call so many times to confirm my order. Then they said will arrive in a couple of months and totally forgot about it, didn't get back. I again had to call them to remind and after a lot of searching they said sorry can't process with your order, we don't have the stock. Pathetic unprofessional store. Never gonna buy from them again.
Worse furniture ever purchased
Purchase lounge suite and within the first six months had trouble with a chair. Have had 2 repairs on a chair, replaced once. Had a repair done on couch. Chair not reclining now and couch seems like its hard to adjust. Will never purchase from A Mart again and will give honest opinion if asked by family or friends. It’s not like it was cheap furniture
Great product and price
Very friendly staff led by Daniel, purchased dining room package, bedroom package and outdoor setting package, pricing was excellent, delivery on time as advised, product great, easy to assemble with good instructions, highly recommended
Horrible customer service
I ordered the Nobby outdoor setting in August 2018 and since then I have been facing a lot of issues and till date haven't got a resolution or my order. There have been a series of events that I would like to describe here. When I ordered this piece (Nobby) I was told the delivery time frame would be end december to which I instantly checked that I won't be here for 5 weeks so would that impact anything? I got a response that the store will call you once the stock arrives and you can let us know when you can pick this up. When I was away I was ...aware that my number probably wouldn't work as I am overseas so as a responsible customer I dropped the store emails letting them know that I can pick up the product after I land back in Melbourne. Once I arrived I went to store to pick up my order (Nobby) and to my surprise the the order was cancelled. The staff asked me to re-send them the emails as they denied they got any of the emails. After resending the emails twice the response I got was " Due to technical glitch we must have missed the email". after that it's been 4 times that I have visited the store for a resolution, but haven't got to any final resolution. I was told the Nobby setting will arrive in May end which doesn't suit me and I have been very patiently telling that I am ready to work with them to check out what other options I have. The store manager also refused to give me price match on any other item and later said take Nobby for the same price but wait till May It's frustrating to hear on my last visit when one of the staff members told me that the manager isn't available and he hasn't left any notes for us in system where as I was working with him (same staff) on my lat on my previous visits (2 hours) discussing what options they can give me. I call the store thrice yesterday to save myself some time and tell them how frustrated I am with all of this and they couldn't put me to manager. Overall it's been a long long time and I don't see any other option than posting here
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Questions & Answers
Hi I have just purchased the lift up coffee table, when you close the top one side doesn’t completely close. Any ideas
Anyone else find the leather on the silverwood dining chairs absolutely shocking and marks easy???
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