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9 months to deliver a coffee table - DON'T USE BROSA
I would love to write a great review for Brosa, but my experience with them has been nothing but frustrating and disappointing. Delivery dates keep getting pushed out without explanation. It's now been 32 weeks since I ordered a coffee and side table, and still no word on when delivery may take place. Then when I queried the delay, they took it upon themselves to cancel the order without my consent.
Update: Received another generic email from Brosa saying that the items I ordered in December are "still in production" and may not be recei...ved until September - that's 9 months! Honestly, buy elsewhere. Until they get their act together and provide accurate product delivery timeframes on their website, I'd go elsewhere. It's not worth the hassle.
Appalling customer service! Buyers beware!
I had a terrible experience with Brosa’s assembly service and customer service. Property damages were caused during the process of assembling the furniture (TV unit and sideboard) and they will take no liability or responsibility. ACCC and NSW fair trading has been contacted and a formal complaint has been sent again. I would not have done the assembly service if I had known how careless and inexperienced they were.
What is more upsetting is that we are repeat customers and they were 1) rude 2) no acknowledgement of the situation 3) refuse to o...
Poor service and delivery
Couch delivered on wrong date.Advised I was interstate and not to deliver.Left in driveway in rain. Mark from Brosa not interested in resolving my complaint. Do not use
Extremely Poor After Sales Communication & Delivery
Purchasing our items was a pleasant experience but that’s where it stops. Delivery communication is incredibly poor and receiving accurate, timely and honest information regarding the delivery of the items is appalling. Our delivery was scheduled and confirmed however one hour into our four hour delivery window we were told the items we in fact not in their possession. We received no follow up communication and have made numerous calls the support team. We were guaranteed a return phone call from the delivery coordinator which we never received..., and any requests to speak with a manager fell on deaf ears. We are yet to receive our items and I’m beginning to think we may be better off cancelling the order altogether. It has been a very unpleasant experience.
Sent the wrong parts. Couch was supposed to be delivered in 10 days. Came two months later with the wrong legs. Now it’s a month later and still no legs. Support doesn’t help at all and just say “we have contacted our suppliers”. So three months later I don’t have a couch but you can still order it online to be delivered to your house in 10 days? This is a giant scam.
Left in the dark.
Ordered a bed head on 27th Feb which was in stock and told delivery was from 3rd - 10th March. Phone calls and emails were made after the 10th March then and each time I was told they would look into it which then I heard nothing. Finally arrives without being told in late April when I was away and it was left out in the elements.
Frustrating, dishonest customer service
I am so frustrated with this company. Ordered two chests of drawers back in February. They were in stock, so was told to expect them within 10 days. Three weeks later, they arrived...I didn't complain to Brosa or the couriers as I know getting freight across the country is difficult right now. Now the fun starts. I open one of the boxes only to find that the first set of drawers is damaged, despite the mountain of padding and protective material inside the box presumably there to protect it. I contact Brosa via online chat, send them photos, th...ey are really lovely, and say they are sorry and will organise collection and a refund. They say the courier company will contact me within 3 business days. This was over three weeks ago. Despite 6 calls to them, the operators in the call centre in the Philippines I get put through to all say the same thing, that "we have raised an return order, the couriers will contact you shortly". I have spoken to the same man, [Name Removed], on online chat 4 times who is well aware of my drama and has kindly offered to personally sort things for me. Said it would all be resolved within a week (which was too long for me but I agreed) That was a week ago. So today I rang them first up to be told that the couriers would ring me today. At the end of the day I take matters into my own hands and contact the couriers they keep blaming. Turns out this company know nothing about my order? Brosa lied/gave incorrect information on seven occasions that an order had been sent to the courier for pick up. The courier company admitted that they do have a lot of trouble with Brosa customers for the same reason. Meanwhile, I have 4 massive boxes blocking my hallway and I am not "allowed" to order a courier myself. I am not hopeful for my $3000 refund, when I finally do have my items collected and shipped back, to be honest. But they will certainly be hearing from Consumer Affairs if I don't.
Worst policy, and service
I ordered two armchairs online for my business, as well as delivery and assembling. They arrived, however the colour of the fabric appeared different to that on the website. I contacted the company and was advised the return was possible but I would incur a delivery fee, which I totally understood (although a little disappointed as the product appeared different). I submitted the online return form and after hearing nothing I followed them up online, only to now be advised that they would be charing at 20% repackaging fee and delivery. The onli...ne chat took almost an hour, the person at the other end had absolutely no empathy, and despite telling her that I was advised the week before only of the delivery fee it seems to fall on deaf ears. The cost to return the is 40% of the total item. I will NEVER purchase from this company and I will go out of my way to tell my family and friends what a terrible experience I had. Such a shame to write such a review, I have never written such a review, however feel the need to warn others of the costs associated with a return.
Long delivery, poor quality, poor service
Waited 4 months after being told 6 weeks!
Ordered the Palermo Chair and 3 seater
They arrived separately and are different material! The couch material is poor, with a tear within a month.
The chair is made with such nicer material, stronger and more comfortable! so (supposed to be the same colour, but are certainly not the same! Two different materials)
Not a happy customer, but their customer service team were no help what so ever!
Would not recommend buying a couch from Brosa due to the poor quality my 3 seater is. Very disappointed for the money I spent with this company!
Absolutely disgraceful CX
Ordered 2 beds from Brosa.
Called ahead to ensure all items were included in the delivery.
Received half of our order and have been hitting brick walls getting a refund or delivery of the other half we have paid for.
Given the run around for over a week with no help and told there’s only one person who deals with it who “we can’t talk to”
Wouldn’t recommend buying ANYTHING from Brosa.
Good quality but 6 months to deliver!
Purchased the marble white Huber End table in late Oct 2021. Had an ETA of 3 to 4 weeks. Delivered 23 weeks later in April 2022! However I was kept informed of the delays in shipping throughout this time which was of little consolation as I needed this table and would not have purchased had I known this.. There were multiple emails each pushing back the ETA. When the marble table finally arrived, it was of good quality and easy to assemble. The marble was expected to be white in colour but unfortunately it had moderately large yellow and oran...ge natural marks which were not as described in the Brosa website. These looked like ugly stains. Raised this with Brosa and they ssid it was a natural marble color despite their "white" description. Overall, I am not happy..
I ordered a couple of items from them few years ago
I ordered a couple of pieces from them a few years ago:
* an ottoman
* a "concrete dining table*
* a bench
All items were stocked, so I did not have to deal with lead times. However I'm a little bit disappointed with the quality.
The dining bench I sent back immediately, and to be fair to them they made it relatively easy. It did not look anything like what I was expecting, but also it was wobbly, which is just a big nono, for such high traffic item (or anything you seat on really).
The ottoman is quite nice looking, but one of the feet just fell off I had to fix it. Not great quality there....The concrete table is quite a disappointment. It is not really concrete, it's painted cement. the paint, is reacting very strongly to any cleaning product, it marks easily and not in a nice way (not like what you can see in some concrete tables in restaurants for instance). Since it's painted the usual concrete treatments won't really help. I was considering sanding the paint out at some point and redoing the treatment. Interestingly, the removalist damaged a corner once and it turns out the cement is white (definitely not concrete), so I'm glad I did not try that it would have been quite a mess. The table was not cheap. The price is in fact in line with some competitor that provide true concrete (and come with a repair kit). I would definitely not recommend this company to anyone as frankly I'm quite disappointed. Oh one last thing, delivery was terrible for the dining table (they left me alone to deal with the crate in the building's lobby)
Terrible customer service
We purchased a sofa based on the delivery time of 1-3 weeks as it was 'in stock'
At the 3rd week mark, I had heard nothing, so after numerous attempts to speak with someone, being on hold then it dropping out, no response to emails, I finally spoke to someone who said there was a delay and would be a further 9 business days. They said it was in the container and they had no way of reaching the company that manages that part of the business. I could not understand how that is possible, if you are managing the delivery of a product, how can you n...
Waited 6 months for two bedside tables
I ordered two bedside frank tables on the 1st of August 2021 and received them on the 1st of February 2022. So 6 months later.
The bedside tables are made of wood but they smell of bad chemical.
Worst customer experience ever!!!! BEWARE
Dammm where does one start??
22 emails to customer support on a lost lounge… trying to speak to some one that can help.
You will only get an auto response saying they are busy & will *try to get back to you.
Try the customer support which is messenger txt support via International call centre who are “truly very sorry but can’t help”
Ask to Escalate, so I can “actually speak to someone”..in fact anyone after 3 weeks of chasing this up, no call back … yet
No head office number provided on web page...Still in self service mode… 5 Calls to 3rd party delivery service who are very sorry will chase it up but can’t help. Get creative and call an actual Brosa store to establish if in fact there is anyone that can help? Manager is sorry and will try and chase it up… end of contact Alas at this point, still no lounge, no help, no one to actually talk to…& no one cares about the customer experience It’s a circus - appalling. Looks like a call to fair trading
Questions & Answers
Hi, does Brosa submit fake 5 star reviews in order to bury recent 1 star reviews?
Sorry, I can’t help you there!
We can assure you that all our reviews are 100% authentic. ...Most of our customers are happy, but sometimes things go wrong or are not to the customer's expectations. This reflects in the reviews as well. Best regards, The Brosa Team
Hi I'm thinking of buying the broad
Goldie swivel chair, are they comfortable? And how's the quality?
Hello Almost A.,
I don’t know anything about the Goldie swivel chair you are enquiring about. You would have to send an enquiry to the Brosa Customer Support Team, as I’m only a customer.
We don't have the Goldie Swivel Chair on display in our studios at the moment. But our return policy got you covered, in case you're not happy with the product: https://www.brosa.com.au/pages/returns-and-refunds...If there's anything else we can help with, don't hesitate to reach out! Warm regards, Your Brosa Team
Hi everyone planning on purchasing the baker extendable dining table also Marie dinning chairs & cloves bar stools. As this purchase will be over $5000.00 I would love feed back on products and services prior to ordering. Thank you in advance
Hi Yildiz! Depending on where you're located, you can see the Marie Dining Chairs in our showrooms in Melbourne (Fitzroy) and Sydney (Rosebery). The Clovis Bar Stools are on display in Melbourne only....The Baker Dining Table is currently not on display, but we still got you covered with our change of mind return policy - please read the details here: https://www.brosa.com.au/pages/returns-and-refunds Feel free to contact our chat team via the website if you have any further questions that we can help with!
Hi, I wouldn't recommend purchasing from this company. They knowingly sold me a faulty good, and their products look nothing like those advertised on their website. They also post 5 star reviews in ...order to bury recent 1 star reviews. Refer to my review a photos posted.
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