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Terrible customer service
I bought nearly $4K of furniture from Brosa for a new home. The fulfilment process and customer support have been atrocious. Months later I am still waiting for two items to be delivered. They have been delayed multiple times and one of the items has been completely lost in transit. The replacement item will not be available for 27 weeks. Brosa offered $20 as compensation which is a joke. I have not been able to escalate this within the company as the customer support person refused to put me through to management. I am still waiting on a suitable resolution.
I ordered an item that was in stock,ready to ship in 1 - 2 business days, I received and email with my tax invoice and the delivery date had changed to delivery between 12-26 December.
I called customer service (couldn’t really call it customer service) to query and was told not the eta of mid to late December was correct, they refused to listen to me and just kept speaking over the top of me. Asked to speak to a manager however they are not available.
Reading other reviews it seems this is a common occurrence with Brosa, false advertising and zero customer service.
Spent 3 months without a bed frame due to faulty products, poor customer service
We bought from Brosa for the first time ever - and will never go back again. We ordered the Ethan Queen bed frame and bedside tables, which arrived promptly. Upon putting together the bed frame, we realised that we were a) missing a piece and b) the screws needing to hold the bed together were not reaching the receiving end, making the bed unusable. We quickly reported to customer service (who would usually take longer than 4 business days to reply to a simple request) and they said they would send out new screws, and the missing piece. When we...received that package two weeks later, they had sent the complete wrong missing piece, and the screws still didn't hold the bed together. We requested a brand new bed, which they provided after weeks of back and forth. The new bed had the exact same problem, with the screws not holding together properly. After 3 months of sleeping on a mattress on the floor, we were finally able to get a full refund (but no apology, or compensation for the 3 months of wasting our time). We then ordered the exact same style of bed from Lounge Lovers (with the same manufacturer as all parts, and labelling was the same), and it worked perfectly. Brosa had just provided a faulty bed two times in a row, along with a painful customer service experience. Strongly do not recommend.
Waited 7 months to receive a lounge missing the main component
I wish I'd read the reviews before purchasing. Waiting 7 months to receive a 1 seater lounge (should be 3 seater) as the main component is missing. Just appalling service post-sale. Will move the earth to get you to buy and then send emails delaying delivery. Will never shop here again.
I don’t know if you can see the photo of the couch we bought from brosa but that is about 2 minutes after getting it out of the box. It looks like it’s been used for about a year, absolutely poor to say the least. We immediately contacted them as the stitching on both seat covers was coming out and the chaise cushion looked second hand, all they said was it was pilling, even though we sent them photos. After many emails they agreed to send replacement covers (at a 13 week wait) or have a refund, no mention of the chaise cushion replacement. We ...are now in the process of the return and are having trouble because we are in Tasmania. I would like to add when we ordered the sofa, because it was coming to Tasmania we called them many times and put in our original notes for Brosa to tape a forwarding address on the boxes. No address was put on the boxes so they were nearly lost at the warehouse they were dropped off at. Brosa…? Never again. ..!
Brosa brings terrible quality, zero customer service & defected furniture straight to your door, for less.
The quality and customer service of Brosa Design has been on the decline and continues to nose dive. The Ingrid Chairs we purchased had defects where the screw holes are misaligned and couldn't be attached. The stitching on the leather is also coming apart as shown in the photos. Absolutely appalling post delivery service where they direct you to a call centre overseas that palm you off with no further updates and progress on the options to rectify and resolve the issue. Save yourself the headaches of purchasing terrible quality flat packed furniture with zero post sale service.
Three sets of table legs with no top
We had three sets of table legs delivered in error in October, no table top. Took three emails and two phone calls to chase up with Brosa, only to be told the table top could not be located and would take a further six months to rectify the issue as the table would not be in production again until April 2022! We have no dining table and are now awaiting a courier to collect the legs. Terrible experience.
Good furniture for the price.. and love the service.
I love my new bedroom furniture!! It looks very nice. The delivery service was professional and helpful. I will order again soon! :)
Exactly what I wanted
A great quality chaise for my study and affordable! Extremely comfortable and love the colour. Very satisfied with my order and the Customer service . Thank you Borosa
Love the Bakers Table
Loved the design of the table. Colour different than depicted online. Staff offered a replacement .Very courteous and professional. Will buy from them again because of the communication I received.
Poor quality, images do not reflect actual product. Customer service doesn’t respond
Bought a sideboard from Brosa. Arrived with broken wood, really poor construction with misaligned pieces and wonky doors. Emailed them immediately with images and a full run down of all the issues - it’s now been more than a month and there’s been zero response.
Don’t give them your money. Photos are not at all reflective of what you receive, and customer service doesn’t seem to exist. This would be classed as a major issue under Australian Consumer Law and I can’t help but feel ripped off and taken advantage of.
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.
Damaged product, cant get hold of them, still waiting 4 days later for them to respond to me
Shocking customer service so far. Was very quick and efficient when I was buying! No surprise there.
But had a delivery last Wednesday of a coffee table that came with a crack through the centre of the whole thing. You cant contact them over the phone for this surprisingly (they only want to take your calls when ordering). So I followed the procedure online to get an automated email to say they will come back in 2 business days!! That is terrible but thought OK let's wait. Now I'm four working days in and still no contact.
There is no departmen...
Dont Waste Your Time Or Money
Terrible customer service! Would not recommend Brosa. I have sent multiple messages them to them with no response other than them resending me old emails from months ago absolutely nothing to do with my issue.
Quality of my bed is beyond poor base looks cheap and nasty and not solid or sturdy at all. Bed was advertised as bed frame instead has a base and separate bed head that doesn’t attach to the bed itself. After paying $1000 for a bed frame you would expect a quality product.
Nothing came with instructions.
Do not recommend! Still waiting on A response from them
Been waiting since November 2020 for my chairs!
We purchased chairs at Brosa in November 2020, they were promised in 16 weeks, they extended the delivery date to May without advice, then July now August...again no notice of a changed delivery date!! When I called to see what was going on I got the same response.... keep blaming covid, I think its just a good excuse!! Who waits almost 9 months for furniture?? We are not talking customers made here!! I have had many items from other stores and all have kept to their 3-4 month delivery time table. Be well aware you may not receive your item by the due delivery date and you will not be informed either. Written to CEO several times and not even an apology. BYER BEWARE!!
Questions & Answers
We just took delivery of the Osaka extension table and upon assembly the table doesn’t extend enough to put the extension piece in. What do I do now?
Hi Sue! Sorry for the late response. If you haven't done so already, please email us to firstname.lastname@example.org with your order number and some pictures or a video of the issue. Our support team will then get back to you shortly with a solution.
Is your outdoor concrete tables easy to mark with spills n stuff
Can it be used outdoors with no roofing just open ?
Get an answer from our members and Brosa Furniture representatives
|Category||Online Shops and Furniture Shops|
|Type of Furniture Offered||Bedroom, Dining, Living, Mattresses, Office, Outdoor and Sofas|
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