Amart Furniture QLD, Oxley

What the absolute hell happened to customer service?!?! Actually, it does still exist - albeit MUCH harder to find. I attended the Oxley Amart location and purchased a recliner for my elderly father who now resides in a nursing facility. Paid $1399, $119 for delivery and an extra $60 for assembly and package removal to his room - bringing my… Read more

total inc GST up to $1578 At this point I want to pause my complaint and give a shoutout to [Name Removed] who actually sold us the chair on the floor. She was exceptional, friendly and extremely helpful.

The date of delivery comes and the driver calls me to confirm his is on the way. The next call I receive is from my father - telling me that the chair has just been dumped in its box at reception. So I called the driver from the number earlier - surprise surprise, no response.

Called the Oxley store and asked to speak with a manager. I gave him my sales order number, and he confirmed that he could see the extra set up and rubbish removal line item on the receipt. He puts me on hold, only to come back with the following reply: "Apparently the driver was told by dispatch that it was a simple item drop off." ...... .........silence. Yep, that was literally how the manager left the sentence. No sorry. No proposed solution.

So let's see if my math is mathing:

• He could see that the receipt indeed shows an additional amount was charged as a separate line item & service on the docket. & • He has an upset customer on the phone complaining that the job wasn't done correctly...

So, you mean to tell me he thinks its an adequate response to simply tell me: "Sorry, but someone from our depot told him not to" and then just LEAVE IT AT THAT!?! As though expecting me tojust shrug my shoulders and say: "Oh well, I guess it can't be helped!" at that'd be the end of it.

So I get a little cranky with him now too. "I don't care what your depot told the driver, that's not what I paid for, it wasn't the correct information and I want it fixed!"

At this stage of the call, the guy starts sounding more like a manager...apologising, and telling me that he will put me on hold again while he tries to do something about the matter. However, when he comes back - there's still no promise that the matter will be resolved today. Just the good old "I'll do my best".

I told the manager that I will hold off on posting this review until a tangible result has been delivered.

Fast forward about an hour, and someone from the customer solution centre leaves me a voicemail telling me that they can book me in for my fathers chair setup on FRIDAY (it's Wednesday at the time of writing this).

So here I am posting this review - regardless if they fix the issue today or not.

I still want [Name Removed] to be recognised as the ONLY good part of my interaction with Amart Furniture, which is sad because she's probably paid the least of everyone else working for this faeces-run business.

Leather protection at Amart- a scan – We purchased a sofa set around 5 years back and has a warranty time of 10 years. We also bought leather protection for the same. We contacted them to get the leather repaired which had torn from few places as its covered in our leather protection. So, they sent a rep or tech to check the sofa and he suggested that it's repairable and they would… Read more

do. He told me that they would contact us for repair and we kept waiting for months for it to happen..so when they didn't turn up after a long time and no calls or emails, we contacted them to arrange it ourselves and they suggested that they have already closed the complaint as they called us twice; which is untrue as we didn't get any calls or emails from them. If we were not reachable by call..atleast they should have left us a message or email stating the same. They did not even bother to inform us about closing the complaint. Also, they should have repaired the sofa in the 1st place and no behave in an unprofessional manner. I highly recommend to avoid Amart products and their leather protection.. I myself have so may products from amart but I would never purchase anything from them anymore.

NOT JUST A MATTRESS – We sometimes have those fleeting moments in our life where we are left with a lasting impression of someone who not only knows their product, but is blessed with compassion and empathy and who goes that extra mile to make sure that at the end of the day you leave with something that will improve your quality of life. Well, my wife and I had one… Read more

of those moments today, meeting with Jess at A Mart Oxley.

Jess was so patient taking the time to understand what we needed to support our ailing bodies and coming up with a range of options that allowed us to select a mattress and base that will meet all of our needs.

Well done Jess and thank you from us both.

Lovely sofas – I bought 2 white Marissa sofas at the Amart sale. Heidi, the salesperson was so helpful in getting the right sofas for my situation. I have a small lounge room and did not want a 2 and a 3 seater sofa. Heidi gave me a discount on 2 x 2 Marissa sofas. The other salesperson threw in a free white pouffe in the deal. The sofas are so comfortable. I have terracotta floors and navy curtains, so the white really pops. Show details

Excellent customer service and returns policy – Bought an outdoor setting in 2014 but all chairs broke and we're unusable. Bring 2018 now I thought that there was not much I could do. How wrong was I! I found the receipt which advised there was a 5 year structural warranty on the setting. Called super amart who sent me a link to lodge a warranty claim. Long story short, within 24 hours a refund… Read more

was approved no more questions asked. Best experience ever and great to see super amart stand by their products and warranty

Arrogant and rude customer care for warranties – Very disappointed with the arrogance and Insulting manner in which my warranty claim was addressed. If thousands of dollars of your hard earned money is spent on them, the least you expect is a little courtesy. No one attends to your claims and you just simply have to follow up. We bought Amalia 3 seater lounge which quickly started deforming but… Read more

our claims are rejected as fabric issue based on my photos' and wording. When I called and explained the whole issue, I was very rudely answered That I was changing the story. They need to understand that when customers physically visit their stores, spend their time and money, their intention is not make claims but enjoy the products. However, I have to highlight that store staff at Oxley store were friendly and nice.

Save yourself some stress and shop elsewhere – Garbage customer service. Once they have your money they don't care. They'll lie to you about delivery times then turn up whenever they want anyway. Try to complain and they've conveniently structured their processes so they can't do anything to control or change their delivery process even though it's their own staff who deliver items. Just go elsewhere and save yourself the stress of dealing with these idiots. Show details

Fake statements on warranties – After purchasing our most recent property, we decided to purchase all new furniture. Some of this furniture was brought from Amart Oxley. Well, how I regret ever involving myself with this business!!! One of the couches I purchased sagged in a section after a few months worth of use. We contacted them and they sent out a contractor to assess the… Read more

couch. It was determined the cheap timber used had failed and would need replacing with a more suitable piece (This should be a red flag right here). After 3 months waiting we decided to follow up with Amart. Surprise, surprise they will no reply to us. The contractor contacted us today to advise they also cannot get in contact with Amart Oxley hahahaha. This is truly astonishing. I have never quite experienced such poor, unAustralian, predatory, disappointing service in my lifetime. I just wanted to post this so some people atleast will advoid getting themselves caught up with this business.

Terrible mattress – Bought a $2100 king orthokinetic mattress didn’t last 4 years terrible quality massive sagging very uncomfortable now needs to go to the dump will never buy from this chain again. Warranty is an absolute joke Amart don’t want a bar of you when you try to make a claim. I now sleep on a cheap double bed in the spare room. Show details

No care taken – Delivered furniture to my property using their nominated delivery company. Crushed controller on gate and even when provided CCTV. Won't follow up or return calls. Buy furniture from them at your own peril. Show details

Terrible quality furniture and customer service to match – We purchased a $1400 modular couch approximately 3 years ago. It was sold to us as a new model that just hit the sales floor! Approximately 3 months after purchase, one of the wooden frames snapped. We tried to request a replacement of that piece (as that was part of our warranty options) and they told us that they would have to refund us as the… Read more

model had been discontinued (the model that was brand new 3 months ago!). Now 3 years on, all 6 pieces have had numerous issues, every few months, including sagging cushions, breaking frames, snapped springs, and broken zippers). Keep in mind we are a young couple of normal weight, no children and no pets! After submitting warranty claims on majority of the issues, Amart sent someone out to do a report on the full couch. The report clearly stated that there were numerous issues, so instead of resolving them (because the issues would cost Amart way too much), Amart offered a $250 refund on the whole $1400 couch. The couch that has had issues from 3 months after we purchased it, and that was discontinued within the same timeframe! I obviously was not happy to accept this insulting amount and so they agreed to replace it. This could have been a good review about how Amart replaced our faulty couch, however we have waited 4 months for our couch to be delivered “end of February”. I called and no answer, I messaged on their website to which they said they couldn’t help me find the information, so I drove to the store to which they said it would be delivered early april. A replacement couch for the faulty one they gave me is going to take 6 months! Not even just that: there has been no communication, I have had to chase them up on various means! I am absolutely appalled by the product quality, lack of communication and overall experience. I regret purchasing from them 3 years ago as this has just brought so many headaches, and I will not be purchasing from them again in future. Believe the reviews

Wait all day for the delivery – We received a text message from Amart at 7 am saying the goods have been dispatched. The tracking was not working so we waited until about lunchtime then call Amart Oxley, they said the goods will be delivered between 2 and 5 pm. So we ended up having to stay home all day waiting for the delivery which is pretty bad, very unorganised. Show details

Go somewhere else people, Harvey Norman, Freedom, Fantastic, anywhere but Amart – Ordered a lounge in store on the 17th October, was told it would be delivered early December, and guaranteed before Christmas. Got family coming up to stay over Christmas from NSW and was planning on having somewhere for everybody to sit and relax. Got a phone call telling me it’s been delayed until late December, coming into the middle of… Read more

December hadn’t heard anything so I thought I’d ring them to check in and they told me won’t be delivered until mid January. Had to go in store to get a refund. Absolutely sh!t house experience my advice to anyone would be read the reviews online about this place and avoid, go somewhere else and at least have the chance of having a pleasurable experience because here you won’t.

Worse quality – I bought sofas from Amart, one of the best one as they said, took 3 months to arrive because of the Covid pandemic, we were ok with that, BUT the quality is terrible, the armchair was making noise when we sat on it for first time, they did the exchange but still same problem also the 2 seater after that. the foam got flat and bent after like 3… Read more

months, well, it has been just one year but they’re look likes at least 10 years old sofas. Never back to Amart again.

$3000 lounge crap quality – Purchased the Holloway lounge for $3000. 5 months in and the couch cushions are already sagging and crappy. Absolute crap for that price when we expected to get a few years out of it at least.  Show details

Non Delivery After 7 months – I purchased vertical blinds in April 2020, still not fully delivered by Jan 2021. After several unsuccessful attempts to understand issues from store staff, I have become frustrated. A great price but only 1/2 delivered told problem was with cutdown service. Refund wont do I want what you promised. To seek alternative supplier is not practical what's happening?? Wanted them to block out summer heat, nearly winter!

Extensive delays and poor communication – Purchased a couch in October with an 8-10 week wait time advised for online, 8-12 weeks in store. After receiving no communication or updates on timing rung store in mid December to follow up, was advised that the couch was now expected mid January. I have had to wait for products from Super Amart before but 14 weeks is ridiculous, coupled with… Read more

no communication regarding the delay. If we were properly informed earlier I likely would have bought a different product or from another store as I was trying to furnish an apartment from scratch. Now facing the prospect of buying or hiring other furniture to make up for the lack of a couch

Quality and service is disgraceful – I ordered 14 items from them and so far 9 or them have manufacturing defects that prevent them from being assembled completely and one has yet to arrive. They should be ashamed of their quality I went to the store to try to get this fixed and they said there was nothing they could do I had to contact their customer support people. The customer… Read more

support people were not interested but finally phoned after I submitted this review.

They said they would: 1. Send the missing screw for my cabinet 2 Replace the 7 broken chairs with they had in stock. Someone would phone me to organize delivery 3. Replace the broken couch when it comes back in stock in a few weeks

So far it has been a week and I have received the screw but no word on the replacement chairs. I contacted the customer service people again and finally they said I must contact the store to organize delivery since they don't handle that.

So neither the store nor the customer services people are able to resolve my problem.

This is the wrse customer service I have ever had.

Defective product never buy again from Superamart – Bought 8 pieces dinning table n leather chairs from Superamart Oxley, Brisbane with 10 years warranty. After 3 years all chair leather is peeling. Asked Superamart for warranty replacement, they said everyday wear n tear, the warranty not covered...what a rubbish. Don't trust 10 years fake warranty...Paid $2000 down the drain. Show details

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 Show details

Absolutely dismal and unprofessional delivery service...don't know about the product yet – We bought an entertainment unit and it was delivered through a package without having any opportunity to look at what has been delivered. It was also delivered wrong side front in a very unprofessional manner. We got a person behind us at all times during purchase. It is extremely disappointed to see that our presence was completely ignored during… Read more

the delivery process. We were planning to buy quite a number of items but fortunate not to make a decision yet. We are a long term customer and did have a good previous experience. But, this time it is dismal and hopefully we will not have to go back again in the store.

Smart Care & Fabric at A-Mart is a Joke - Please do not get any Extra Care - Its a Scam – No Matter what you do, you can never get a decent replacement or repair with A-Mart as they have too many fine prints - you only care to read when you try to make a claim. Do not trust any sales person there, their fabric is not the best. Smart Care requires you to make a claim for 1 stain within 7 days and no Guarantee to fix it completely.… Read more

What should people buy extra protection for if it doesn't actually protect you form any unforeseen damages. Its a joke frankly speaking...

Damaged bedroom suite – Purchased a queen bedroom suite, it was delivered a week later. Put the suite together, noticed staple marks all over the tall boy and side dressers, scuff marks, dents. Called Amart Oxley to raise these defects, they basically told me it’s a rustic look everybody is getting into and that if I wasn’t happy I could opt for a $50 cash card to spend… Read more

at their shop. Not sure what to do other than request a full refund, not only was it a mistake going there, it was a bugger of a thing to put together.

Horrible sofas and chairs – I have bought two sofa lounges and eight dining chairs from them. All of them have started falling apart after only a couple of years. They use really cheap material for their furniture that cant even last more than two years. First one was a leather sofa. Replaced it with a fabric sofa and that has also started falling apart after only two years. So disappointed with the quality of their furniture.

Lounge Suite. 1 x 3 seater 2 x recliner Arm chairs – Bought lounge suite. Cost a lot. 3 seater main wood frame broke in 2 weeks. Guys took it away fixed it brought it back now have thick wooden frame which you feel against bum when sitting or hurting back when laying down. All lounge suit cushions including arm chairs lost fullness in first year. Arm chairs are rickety and unstable and falling… Read more

apart. Its just me and my wife no kids and we saved up for ages for a new lounge suite. Unfortunitly we misplaced paperwork after first year we reached out to the store anyway hoping they would remember or have record of repairs like a receipt. But we were basically told to suck eggs.

Very Bad After Sales Service – Purchased a Two and Three seater sofa almost a year ago and the three seater sofa colour started to fade and the seat in the middle one loosened and the cushions at the back sagged. I called the Oxley store from where I purchased and ask them that I had extended insurance on them for 5 years they said someone will get in touch with me. But haven’t… Read more

heard anything. Only once someone called and after that it’s been weeks that no one seems to care. Really upset and will recommend no one to buy from there.

Poor quality product & bad after sales service – Bought leather sofa from Oxley about 3 years ago with leather protection. Leather has started to peel. Warranty claim forwarded to a different company called Care Cover which refused to fix it as its due to poor product quality. Premium price paid is a complete waste!  Show details

Not happy – Got a shale corner lounge with sofabed. Welding broke on the bed in the beginning of december 2016 and carnt even sit on the lounge, went down to the oxley store and told them about it. the store was busy and they couldn't get rid of me quick enough out of the store. contacted customer care and sent them photos in an email like they asked. They… Read more

sent me a online form and i filled it in and sent more photos that they asked for. Got told someone will contact me, i got a phone call from some one to say they got the repair form from super amart but nothing since. I then called them yestoday the 19/1/2017 and asked what was going on and they said it was put on hold (she dosnt know why) and she will ring the technician when she got off the phone and get them to ring me asap (still nothing). I was also told that if they carnt fit it i will have to go and replace it. not happey as we had family over from Florida for Christmas and needed that sofabed, they had to sleep on the thin airbed on the floor. Its going on to 4 weeks with out a 3 seater lounge and only a 2 seater lounge to use. $2000 down the drain as they dont make this lounge anymore or use the same colour fabric.

Poor customer experience – Have bought alot of furniture from Super Amart in the past and have ever had a problem and if I did they fixed it promptly. I then moved to another suburb. I purchased a 3 seater spartacus lounge and 2 recliners 2 years ago. First lounge the recliner part wouldn't work so it got replaced. 2nd lounge the recliner worked but was unable to go back… Read more

down. Third lounge now had a hole in the middle which you can fall into and hurt yourself. Lounge is no longer functional for its intended purpose as a 3 seater lounge. Only 2 people can sit on it and be on a lean into the middle. Called the store and they were willing to offer me a different lounge but as I had to replace due to family coming for xmas I no longer require a new lounge. Was put through to customer service team who offered me $500 to keep the lounge. I declined the offer. Then today they offered a repair. 3 lounges in 2 years. I will no longer buy from super amart. The customer service I received is unacceptable and I am entitled to a refund. The ombudsmen will be in touch.

Few bumps in the road but very helpful staff – We've had a few dramas with our new bed frames breaking on us suddenly and although it has been very frustrating, every time staff have been very helpful and found us a good resolution. The issues we had were with the product and not the staff, if you treat the staff with respect they will help you. Thank you for good customer service!  Show details

This is not 100% leather so upset with there service – Buyer beware apparently 100% leather peels my lounge is wearing and peeling in the joints After just 18 months leather lounge they have used the excuse.saying my kids have spilt coke on it that my husband has said he never cleaned it what a load of crap The staff member at customer care said she won't send another person out to look at it and… Read more

that I will have to pay for someone to come out again I asked her what the escalation process Staff member said go to the ACCC Don't worry I will go to ACC & Fair trade and anyone else who will hear me I will take the lounge to the store where the customer care memeber said the police will be waiting I just can't believe they treated customers like this when I asked what the escalation process atsuper Amart was the staff memeber would not give me to another manager I want to speak to the customer care manger nope I'm the manger in charge today.

Don't buy leather from this store when it starts to peel in the corners and at stitching points they will blame it on you not washing the lounge or spilling coke they will do what ever it takes not to fix there crappy lounge

I feel they are hand in hand with the leather doctor who makes up bogus reports

Great after sales service – Purchase a lounge six months ago, the seat foam collapsed and the back cushions out of shape, Amart offered replacement lounge or a repick on a different lounge, went out of there way to accommodate my delivery time, all done and changed over in under a week.  Show details

Never in stock – Advertised sale items are never in stock and wait time is around 2-3 months.