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If there was a zero rating i would give 0
Had "leather" couches for 2 years, after the first year they started peeling, they had someone come look and apparently it was classed as wear and tear, now 2 years later its peeling so bad and they wont do anything. BLR doesnt exsist anymore apparently and is now being dealt with by freedom, husband spoke to the rudest lady alive today, will be taking this further to fair trading. Absolutely disgraceful. 5k in the toilet
Useless care plan
Bought $6k od worth of leather couches and protection plan (extra $200+) but when my cat scratched the couch (light surface scratches, fully covered apparently according to the booklet), they denied me the ability to make a claim saying because I waited 2 months to call it was no longer fixable or covered. Apparently they can only fix scratches immediately as they happen. They didn't make me aware of this at any point prior to attempting to claim. The couch is lovely, although the seat cushions are very hard after 7 years of sitting on it (I am...less than 50kg and live alone, do not have guests over).. I definitely expected more for $6k. I could have bought 6 x 1k couches instead and it would definitely be in better condition cushion wise and now with the light scratches.
Worst follow up service of any company I've dealt with.
If you want to spend your hard earned money to buy from either BLR or Freedom, as this company is owned by Freedom and you'll be at their mercy if you need a rectification under a warranty. Think again.
I have a $7000 modular lounge which is 18months old. One of the recliners has broken down twice. The first time it took 2 months to get it fixed. After 7 weeks the second time I'm still waiting to get my lounge functional. All it needs is a new recliner motor.
Freedom after sales service is non existant. They do not acknowledge receipt of your claim nor do they keep you informed. SHOP ELSEWHERE because if you have an issue be prepared to wait months for a repair.
Disgraceful. Read this before purchasing from Bay Leather Republic.
Deposit place in June. 10-12 week ETA confirmed by sales assistant and written on the invoice.
13 weeks pass, still no update. No contact from Bay Leather.
18.5 weeks later, someone from Bay Leather finally contacts us to inform that they need the rest of the payment as the lounge is now available.
When questioned on the delay, the response was "I don't want to get involved in the "he said she said"".
Our ETA was clearly written on the invoice, and if we had of known we would be waiting almost double the amount of time, we would not have pl...
Bad service, bad quality!
Was quoted 10-12 weeks for delivery of a leather sofa. It finally arrived 18 weeks later - DAMAGED. There were scratches all over what was supposed to be a brand new sofa. The quality did not resemble and was sub standard to the demo unit we saw in store. The worst quality!!! Looking at the ID label on the unit, the unit did not go through nor pass quality control as the QC stamp is not there. Sent an email to Bay Leather Alexandria, have not had a response. Would not recommend!
After almost three years of use...
We purchased the Grand Lodge 2.5 seater + chaise in New Club leather from Auburn. After almost three years of use, the couch still looks almost brand new. Very happy with this and would buy the exact same model if ever we needed a replacement.
- NSW, Alexandria
Three seat Apartment leather couch
I purchased this item almost 2 years ago, the couch started to deteriorated after one year of use and these happened:
Leather started to peel off
Leather started wrinkle
The feather inside the couch started to poked out (still within the casing, but visible).
I contacted Bay Leather a few months ago and they sent someone to have a look, and the result was a No because all of the above is normal ??? I made a complaint to NSW Fair trading Office and they got involve and the result was to ask Bay Leather Republic (freedom Furniture- parent compa...ny I guess ) to send another person to investigate. He came around almost two months ago and I have not heard anything yet???. My next action: NSW Civil & Administrative Tribunal. Hold this decision for now due to below information.
Very impolite careless and irresponsible
Their sales person was very impolite even when my little son was crying look badly also irresponsible and careless, she invoiced an item incorrectly and then convict us telling lie and we changed our mind, also every time I called them they were impatient and impolite never had experience like this, I will make sure never ever purchase from them and recommend whoever I know not to do so, also their customer service are hopeless, one of the sofas they delivered was faulty, after sending technician 2times they could not fix the problem and have t...o exchange it ,however they told us over the phone that once they accept to exchange the sofa we can also change the model to get What we ordered originally however later they refuse to do that although both model have same price ,the only reason I see is they insist not to make their customer happy and satisfied with their services!
Terrible service. Awful quality.
I purchased a lounge from BLR about 10 months ago. It was delivered with faults which took around a month to fix.
6 months after having the lounge, the colour started peeling off the lounge. I submitted a claim for repair under warranty 2 months ago and have received nothing more than an email to say “they’ll get to it”. There is no customer service phone number, and in fact no customer service at all. The staff in the stores are lovely people who genuinely seem to care, but their hands are tied and they can’t offer any help or assistance at a...
Very rude and dishonest
Very disappointed with their service, very rude . I will never purchase again from this store again . Delivery was charged and they failed to deliver the promised services. Left a mess behind called to complain and their reply was sorry you wanted your purchase ASAP. Incompetent !! Because of your delivery manner I will not purchase again and wish I can give u back your couch !!! And get better service somewhere else.
My worst online experience ever...
After shopping with Bay Leather Republic in the past, I was happy to support them again. But after purchasing a sofa online, I was advised three weeks later that the sofa had arrived in Brisbane (about a month early! Wonderful...) but that it had been damaged in transit and that the sofa I had ordered was no longer available!
I requested a replacement from interstate and when told that was not possible, I asked to see pictures of the damaged piece (maybe we could come to an arrangement). But BLR did not allow me that option and have been compl...
Shame of customer service of an Australian company
This brand has perfectly demonstrated a good customer service at a sale time. However, once you pay the deposit and place the order, you are not going to get any what so ever customer service except for chasing you up to pay for the remaining cost even when there is no confirmed date of the delivery. We placed the order back in early Feb, and was told the leadtime was 14-16 weeks. Now we are at 21 week mark and yet we haven't heard anything despite the fact that they told us last week the delivery would be arrived this week(not the first time)...... Like many others who wrote reviews here, we called them numerous time and the only answer we get was either 'next week' or 'the person who can get into the system will call you back' but no one ever called back. The point here is that no one/not a single person from the store has ever proactively approached us on any updates/delay on the delivery. We have been sitting on a mattress watching tv for the last 2.5 months as we don't want to be penalised from their policy requiring customer to organise the delivery date within 14 days of arriving at the warehouse. Had them given us a heads up we would have kept our old couch longer. Now I want to ask BLR, do you also have a policy for customers on the delivery delay? To be fair to customers who have paid the deposit without getting the goods in the promised time frame, you should: 1. Provide a confirmed delivery date (even though it's way outside of the promise) as you have no excuse but to set a true expectation rather than a false expectation causing customers anxiety and stress; and 2. In the interim, provide a display/warehouse replacement for the customers who are experiencing delay as they have no reason to bear your under performance and potentially experience health issue or mental stress; or 3. Offer a compensate to the customer experiencing the delay (I.e. discount on the sale price; refund the interest on the deposit you have collected but not delivering the couch promised on the sales order) Please do not come back with an excuse on covid as it's not the delay itself we are unhappy about. It's your arrogance and 0/10 customer service and how you ignore your customers that has caused us stress, disappointment and anger. It is kind of reassuring that it's not only us dealing with this kind of situation. This would be more than the 10 times I have called, visited the store and tried to contact via the 'contact us' on their website. My one sent piece of advice is: good luck dealing with them and don't regreat when their true face is revealed.
Excellent value for money
We purchased our lounge and armchair in 2007 and they have both worn extremely well. We occasionally use leather conditioner on them but aren’t super fussy and they have ‘grown up’ with our two boys. I couldn’t be happier with how long they have lasted with barely any wear considering how rough my kids are. I won’t buy from anywhere else when it is time to replace.
- VIC, Nunawading
6 months on and we still have no lounge
We ordered a lounge in January which was supposed to arrive in April. No call or contact to say it’s been delayed we had to follow up twice and still no answers to where our purchase is. You should be paying us interest for the half we have already paid you!
Very good service
I am very pleased with my purchase. Store staff were very friendly, but not' pushy', let us browse on our own but with an offer of help as and when required. We had 2 visits to the store and on each occasion were served by different staff but with the same helpful attitude. Delivery was on target even in these difficult times, were notified a few days beforehand and again 1/2 hour before delivery. The two men who removed all packing did so with minimum of fuss and with a cheerful demeanour although late in the evening. All together a successful purchasing experience.
Questions & Answers
Hi, We bought a modular leather sofa only 2 years ago. New club Carlton. We are moving to a new house and planned to extend it but the shop told us it was discontinued and they had no other information for us. I am hoping for more luck on ANY type of solution to extending the sofa we paid over $5000 for. An email saying it was going to be discontinued would no doubt be useful for many of your customers. It is currently unfinished as the end piece didnt fit in our space and we planned to buy it later. So disappointed and am guessing we will have to get rid of it and start again. if you have AN Y solutions to our issue - second hand, floor stock for a final chair, recliner or normal 2 or 2.5 size to complete our unit please let us know. Even if we can get the same leather colour to finish off the "open side". Customer service was very average with just a "its discontinued" and nothing we can do for you and no other options given. I hope you can help more!
I bought a Metro leather with modular right hand side with sofa bed In silver grey 6 years ago. The Leather of the removal cushion on top our sofa bed has started peeling. Can you please let me know how much does it cost to replace the cushion or can you please recommend a leather repairer in Sydney who can assist with the repair? Many thanks.
Hi there Teresa,
Could you please send through a photo and the possible purchase information so we can see if its possible to order as a spare part?
Please send through to email@example.com
I have a 2.5 box office dual motion lounge. I would like to buy a new motor for one of the recliners. also a little white touch up paint. Can you help with this please
Hi there Robyn, we should be able to order in a new motor for you. ith regards to the touch up, I would suggest having a Leather Doctor come and touch it up as we are unable to supply the paint. Please let me know a contact number and I can call you to get the right details of the motor we need.
Get an answer from our members and Bay Leather Republic representatives
|Category||Online Shops and Furniture Shops||Physical Shops and Furniture Shops||Physical Shops and Furniture Shops||Physical Shops and Furniture Shops|
|Type of Furniture Offered||Sofas||Sofas||Sofas||Sofas|
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