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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5 months now trying to purchase furniture, obtain missing parts and put together furniture with instructions that are outdated.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.
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.
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"
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.
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
Anthony from amart has been extremely helpful in all our visits to buy furniture from amart. We have even rang him to ask about prices and he has arranged everything for us. Once we were in Qld and saw something on sale that we had been looking at, we rang him and did the order over the phone with a small deposit. So when we returned from our trip we didnt miss out on the sale. Nothing has been too much trouble. All the staff are so nice and helpful and knowledgable about their stock.
Disgusting furniture, terrible reason
Sofa is a pic of junk. Got soften not even 2 years they claim it is normal ware and tear , my foot, trying to get way from liability. Not recommended at all. Don’t even go
Ordered furniture off Amart. 2 of the 4 items were damaged!! Had to return one and got a refund off the other.
Quality was way below the usual standards.
Delivery guy came, I asked him to remove his shoes as we don’t have shoes in the house and I have little kids at home. he said ‘no! If you want me to remove my shoes I’ll just leave the items outside’
Never ordering anything from Amart again.!
Not Replacing a Bed Which is UnSafe
I have purchased a bed set and mattress from Amart Prospect. The mattress i purchased was asis condituon and i purchased it for my parents who complain of backpain. When i purchased i was not informed of any details that an asis mattress can not be returned under any circumstances. When i assembled the bed and set the Mattress i found that it is too tall and my parents can get to the mattress only by using a stool. Also i am afraid that it can be unsafe for my kids too as they are very small (4 years and 8 years) as falling or climbing it is ve...ry unsafe and can cause severe injury.. i went and informed the store about my situation and asked them to replace the mattress or bed as it is a major issue and that i was not warned or informed of this when i purchased and asked them to replace to a low level mattress or a low level bed. But the store manager was not ready to listen to our request or concerns and simply declined stating that this is our change of mind and they will not refund or replace and to told us we can buy a new bed base or mattress as it was asis and the bed was assembled. I was shocked as i was not told about this when purchasing the furniture. I would never recommend this store to anyone because of my bad experience. Also i asked them to show their policy where it is stated as no return on asis furniture and they were not able to show and told that this is their store manager's decision and cant help much. I am just worried if there is any way to replace or refund as i bought the mattress for 800$ and i cant afford to buy new one now.
Happy new year sale
Happy to buy this product and when I went to the the front desk its sold! It did not had any signs to say thats its sold..unable to give me an explanationspend my half an hour on this and this is what you get from this shop at tweed heads
Dont buy from Amart furniture!!! My lounge is piling after a few months and their answer is to by a clothes shaver and shave it off!!! Thats right a $3000 dollar lounge and I have to shave it.. Also the arm rest was collapsing and when we talked to customer service they should we should "just whack it around and it will return back in its place but this is not a mechanical issue"!!!
Cancelled my order and gave my refund to a random person
I have been dealing with Steve the store manager at Bankstown and Adam the area rep, my order was refunded in full to some person other then me. I came into the store to reactivate my order as I stated over the phone when I contacted the store, to then be told when I came in that they had processed my return in full on the 30 th of November at 330pm.
The money was not given to me, the signature on the refund paper they showed me was not my signature nor looked anything like it. I was told they will do an internal investigation which they the...n came back to me with oh sorry too bad basically we gave your money to someone not our problem. I have since been to Bankstown police station and created an event also completed a fraud form even though I do not believe this is fraud. Bankstown stuffed up and didnt follow proper processes and procedures I paid cash and card regardless of the amounts the money should have been returned in the way it was paid, this did not happen, had it of happened they would have flagged it was being paid to the wrong person. They did not do proper checks and did not follow proper process instead refunded my hard earned money to the sum of $3000 plus Beware this could happen to you.
I bought a print online to pick up at Casula. They rang to check when I was coming to collect it. I drove from inner west to get it and was told it was at loading dock. Before I went out there I saw prints on the wall in store and noticed one with my name on it. It was badly damaged and had a marked down price of $40 on it. I paid $70 for it.
When asked if there was another print they said no.
Why didnt anyone advise me how damaged it was BEFORE I drove all the way out there?
I was refunded money by staff. I told the manager Mark what happened and he said sorry we will give you some money back. I said some money? Ive just been refunded the whole lot.
Care factor - zero.
One lady tried to be very helpful and was apologetic.
The worst leather couches!
We purchased two couches that are 100% leather just over a year ago. They look like they have been used for over 5 years. Dye from clothing transfers unto them (apparently you cant wear jeans) and they are super creased and discoloured in such a short period of time.
Will never purchase anything from Amart ever again. They love you when youre at the store once youre out and finished purchasing you are no longer a priority to them.
Terrible 1st time experience with Amart
1. Ordered one chair. (10 Oct 2019). Advised not in stock - about 4 weeks. Paid up front.
2. 5 weeks pass and advised will be mid Dec 2019.(8 weeks+)
3. Received txt message last week now in stock - please pickup./Advised promptly when i'd pickup.
4. Went in to pickup yesterday. Their systems are down. Apparently cant supply without the system up. Eventually sent around to warehouse to pick it up.
5. Get it home, terrible quality. Screws for legs are not long enough. Fittings of legs falling apart. Very cheap chinese quality evident, poor weld....
Faulty Atticus lounge and terrible customer service
Dont buy from Amart furniture they dont look after you. My lounge is piling after a few months and their answer is to by a clothes shaver and shave it off!!! Thats right a $3000 dollar lounge and I have to shave it.
Worst customer service and store manager
Sold me a mattress and received one that is so uncomfortable and when I called them they hung up on me and were extremely rude. Worst customer service and manager has no managing skill and is very disrespectful.
Hard to return defective product
Crack appeard on centre of table after one week. its been two weeks since submitted the claim and no outcome so for. I will never ever buy any item from them again.
La Salle dining suite
I purchased the La Salle extension table, 5 chairs, a bench seat and a buffet. After my bedroom suite I expected this purchase to be perfect. Regretably the table developed a crack in it. Between head office and the Bankstown store a happy outcome was made. I love this setting, it is solid and looks good. The bench seat is fabulous.
WORST CUSTOMER SERVICE
Most of the staff have very poor customer service skills. Absolutely no clue on how to talk to a customer. I made a complaint on their website but no response from management.
Questions & Answers
We have just bought a bedroom suite and it does emit a very strong odour. Since we have had it my partner has had severe headaches, nausea and stomach cramps and I have had milder headaches. It is to the point where we have to sleep in another room. Can you please let me know, what are the chemicals we are smelling and what can be done about it?
Hi I have just picked up a rose bay double bed. When we put it together the slats won’t fit at the head. On measuring the rails at the head are 2 cm narrower then the rails are at the foot. Looks like the screw plates are wrongly positioned on the bed head. Any ideas? Thanks!
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