New damaged sofa delivered on the 26 June - Terrible customer support services
I had purchased the Mila 3-Seater Sofa on 19/06/2021 which has been delivered on 26/06/2021, however, the one we were provided with has been damaged. I had reached out to customer support with the relevant photo evidence (attached) as soon as it was delivered to sort out an exchange where I had asked for the new replacement to be inspected before delivery. The customer support had confirmed with me that the replacement will be checked and how the warehouse team will be reaching out to sort out the exchange.
As I had not heard back from the war...ehouse team for a week or so, I had reached out to confirm if this exchange was still taking place. The customer support had advised that they are checking in on it but have no further updates. I had asked to speak to the manager as the representative I was speaking to had let me know that there was nothing else they could further do to assist. They advised that I be contacted in the next 24-48 hours (I assumed 2 business days as this was on a Thursday). The 2 business days had come and I had not been contacted to sort this issue. I would never buy or recommend anyone to purchase furniture from BROSA again.
Do not purchase their floor lamps
I ordered a tripod floor lamp and noticed cosmetic issues with the lamp, Brosa was quick to exchange the product which i was happy with however the second floor lamp kept causing short circuits in my house. Brosa promptly refunded me for the lightbulbs bought in addition. Excellent customer service but would steer away from buying their lamps.
Absolutely Dreadful Service and Faulty Product
I cannot believe the incredibly poor-quality product, communication and customer service from this company! The worst furniture buying experience that I have ever had.
First delivery: They deliver out a poor-quality faulty bookcase (taking 3 hours to assemble). They then proceed to tell me that they can’t let me know when it would be changed over until Monday (this is Friday afternoon, no one works one weekends there apparently) The next thing I'm getting a text message about delivering to me on the Saturday morning? When I happen to be out. I...replied to the text message N and advised that Monday would be a better day. That should be the end of it right? But no its not….. I then start to get text messages about a delivery being on the way this morning? I respond to those messages (as I am not home) but the responses go ignored and they end up turning up at my house and trying to call me several times while I am out at lunch. I ignore the calls. And finally, hours after their botched unscheduled delivery, I receive a text from them asking if I was available today?? No acknowledgment of the responses I had already sent or apologies for booking in a delivery without any form of consultation or contact with me. Finally managed to book another delivery to have the faulty bookcase replaced. Second delivery: The delivery guys turn up talking about trying to repair the original one delivered? Not physically possible and not discussed as an option at all with me prior to them turning up. Just more waste of my time. The original fault (delivery 1) constituted a major failure of the product under consumer law and thus, I, as the customer am able to determine what remedy is appropriate. Not Brosa. They finally understand that it can't be repaired and get started on assembling the replacement product. They advise me about 10 minutes in that their drill doesn’t have any charge and ask me if I have a power drill they can use? Ummm, no I don’t. Three hours later they finally bring in the replacement. And guess what???? It's FAULTY too!! This is despite being promised that they would check this one prior to delivering it out and me asking the delivery guys on the day to check it before they got too far along the assembly process. I end up speaking to them that afternoon, not helpful at all, only to be told that there is nothing they can do as they have nothing to be able to replace it with! She offered a refund for the other two pieces of furniture in the lounge that were also delivered last Friday (They were all ordered to match), but can do nothing for me about the other pieces of the same range that I had delivered last year? It was all ordered to match and ordered in good faith. She also hung up on me without providing her name when she was asked and I was requesting to speak with her manager.
Questions & Answers
If only I’d read reviews before ordering and PAYING for my Bedhead from Brosa!!!
Ordered in October 2021 along with an Ottoman. Both promised as in store and delivered within a couple of weeks. Ottoman arrived December and lovely. Bedhead… NOTHING!!!! January 14 2022 still nothing. Told collected by Deliverer from Warehouse in a note by email, 4 weeks ago and that I would be contacted!
I have heard nothing, no longer promised
anything, if on its way where is it???
My Question Is: How can some customers give glowing FIVE star reports and others ONE star? No one has chosen stars in between! Quality is not an issue. ALL complaints, too numerous to count, relate to LACK of DELIVERY!!!!! HELP ME.
Hi Wondering whether to order but worried a about customer service if anything goes wrong. Has anyone had a refund?
I suggest you wait till at least February. Brosa is closed now and you'll deal with their call centre in the Philippines. They and their courier ANC are in total chaos. You have 21 days to change your mind. Pay with credit card too. I didn't have a pleasant experience with them and will get my ottoman delivered 6 weeks after ordering! It's all too stressful now, try them later.
We recently had to set up an apartment 2 days before Christmas. We were travelling from Adelaide to Melbourne and were only in Melbourne for 4 days, including Christmas Day. We only had one day for deliveries. They were great and the quality of the furniture is awesome.
The live chat was extremely helpful
And chased up delivery information etc for us. We chose products they had in stock
So that helped. We didn't have any complaints. The products were exactly as described.
Thanks for that.
Why does BROSA require full payment upfront if they cannot guarantee delivery times? Other furniture companies in Australia who sell items manufactured overseas take a down payment and require the remainder only when the item is in the ware house in Australia. Seems only fair, so why not BROSA?
Get an answer from our members and Brosa Furniture representatives
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.