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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.
I waited 4 months for the Como chaise...
I purchased the Como chaise November 20th 2021 with the website advertising it would come before christmas, and it did - but I received two right side chaises, instead of a sofa+chaise. I contacted Brosa, they said there is no stock left and next available delivery is in MARCH!
If I had known I had to wait 4 MONTHS for a proper couch I would have bought a couch somewhere else, knowing I was hosting Christmas and a house warming!
Despite it being their error, they were unable to rectify the situation in a timely manner or provide compe...nsation for this mishap, even after all the emails I sent them. They didn't even let us keep the 2nd chaise when they dropped off the right one 4 months later... SMH. Update: I've assembled the new sofa and because the chaise is 4 months old, the couch looks like two different colours... Sigh.
Delivery of Damaged Entertainment Unit
DO NOT BUY furniture from BROSA!
We ordered a Josie large entertainment Unit. We ordered it November of 2021 and waited till March of 2022 to actually receive it. We just got it in today and as you can see in the pictures there is an enormous crack in the bottom of the unit. There were also a number of superficial scratches and cracks. It was really difficult to get in touch with Brosa and they offered to replace the unit ( we would have to wait for two weeks or $100 cash back. As it would be impossible for us to take leave on yet another day ...to stay home for this delivery we had no choice but to reluctantly take the money. I had to ask if that is the best they can do since it looked like they sent us a floor model they said they would add just $35 more. After having waited for so long to get the piece this is just a slap in the face. Also assembling it now we can see that the craftsmanship is pretty shoddy, and everything is just cheaply made. In fact some of the holes in the handle assembly are not even drilled. So UTTERLY disappointed as it came so highly recommended. If I could have given them NO stars I would have. Terrible product and terrible customer service.
Was delievererd an damaged bedhead.
Extremely disappointed from purchasing with this company. Waited 3 months for my bedhead to be delivered due to being on backorder. On arrival of delivery, the bedhead packaging was damaged, were I had a closer look to see that the back of my bedhead material was ripped,the staples exposed and the metal was bent back. It took over 2 weeks for Brosa to pick up my faulty
product where I requested it to be picked up before Christmas which meant I was not able for my refund until the item was Back in there warehouse.
Overall, a lack of communication. i had to instigate all the communication on my end.
Finally, received a refund after waiting longer than 4 weeks.
You have losted a customer in me.
Poor customer service
Having waited 10 to 12 week lead time, product arrived with faulty handle for a cabinet. Upon report and inspection, we were advised that there were no replacement handles in stock and had to wait to same lead time for replacement cabinet (this timeline didn't work for us). Requesting a refund at start of December, we were advised that it would be 7 days after collection of cabinet. After numerous phone calls and emails by us following up, we are still waiting for the refund. Unfortunately, can't recommend this company as the customer service is terrible.
Allow 4 - 5 months for delivery
Ordered chairs in September believing the "leaves warehouse in 2 -3 weeks" blurb, only too find out they won't be here until January. No response from inquiries to customer service or requests for refund.
Faulty goods - no refund
Purchased a sofa for $1199 - it took 6 months to deliver and after a few months of light use (we are not big people) the back has broken with wooden splinters poking through the fabric at the back. After a week of being ignored when enquiring about warranty and refund we have now been offered a $180 refund or the possibility of a replacement in 6 months time. How about a sofa that doesn’t fall apart? So all in all this has been a disaster of a purchase. Just avoid them.
Wrong sofa delivered. Awful customer service and still no correct sofa!
We ordered two matching sofas and a lamp from Brosa which were listed as ‘quick 1-2 day dispatch’. They arrived 2 weeks later and when we opened them, one was the wrong colour. We called them immediately and sent this pictures. No response. I chased them on the phone and they eventually emailed back to say the incorrect sofa would be collected and once back at the warehouse a new one would be shipped. Since then, I have heard nothing and keep chasing them. Don’t buy from Brosa.
Worst online store to deal with ever!
Worst experience of my life!
Purchased a lounge suite that was on back order months ago. Brosa have not been able to deliver the entire lounge suite within reasonable time frames - constant delays. They did deliver the two armchairs after I chased them up. One came damaged. After reporting this issue to Brosa for a replacement/refund or discount. They eventually replied with an insulting $60 discount offer as they could not replace item. It would cost several hundred dollars to repair damaged. Replied asking for a refund. No response by Brosa....
Brosa Amelia Armchair Sags
We purchased the Amelia Armchair online and it sags terribly and is very uncomfortable. We have tried calling Brosa customer service and can never get through. We have also sent multiple emails to support with no response. After care and customer service is absolutely terrible at Brosa. What good is a warranty if Brosa completely ignore customers once the purchase is done!
We also purchased the Mila 3 seater and that sofa is fantastic! So if your happy with your purchase Brosa can be great. However if your product is faulty expect to be put through the ringer. It’s been over a month and we are still waiting for a response re: warranty.
Can’t return item
Purchased an office chair from this company - turned up on time but had damage and was not what we were after - tried to contact them in all the ways suggested (phone & online) no answer - Don’t bother purchasing from this company
Very poor service experience
Purchased Meggs Sideboard in December, promised a 5 week delivery, took about 10 weeks plus 2 week delivery schedule. It turned out to be faulty with a crack.
2nd try, after a couple of followups it was replaced in Feb with another piece with damages and poor quality compared to the first one.
Third time lucky?? Not yet..
Its been almost 4 weeks, raising this issue with customer service and not even one email or response from Brosa. Have sent about 10 emails, submitted feedback on bad follow to CoFounder with still no luck.
- Poor customer service
- product quality
- no quality check...
Very poor service
I ordered a sofa bed and had to wait for a month to receive it. The item was flat packed and very heavy. I was given no notice of the delivery. After organising a friend to help me move it into the sitting room and put it together, it was not at all comfortable!!. I contacted Brosa and asked to return it but because I was just outside the return allowance, after taking a few days to reply, they refused!!. I am now left with a sofa which is of no use. The whole experience has been most frustrating and I am substantially out of pocket. I would not recommend this company or buy from them again.
Appalling After Sales Customer Service
I placed an order and waited three weeks for delivery. Item was large but well packed in a cardboard box. On opening box the top of the entertaining unit was smashed. We saw it was stored in delivery truck on it's end (where smashed). Immediately reported damage to Brosa and at first requested replacement as I paid the extra money for the purchase guarantee (waste of money). I wrote three emails, no response to any of them. After a week rang the company, fobbed off. Finally received an email response providing three options, but by this time...I requested a full refund (due to lack of customer service to that point) and collection of damaged cabinet. That was over two weeks ago and several more emails requesting update on where my refund is. No response received. The after sales service is appalling and significantly lacking (there is none). I would never deal with them again. Very disappointing as their products appear stylish.
Poor quality control
Purchased a chair from Brosa in beginning December 2019 , waited 5 months for delivery( Up from 12 weeks ) then COVID hit- All up 6 months later my chair arrives - absolutely filthy with 5 stains over that which l unpacked. Closed box and requested an in stock chair to avoid poor quality control and long waiting again. Upgraded Paying extra for another chair , wait another two weeks for pick up of first chair and delivery Of next chair to arrive . Open box and pull small piece of packaging to find a number of what looked like oil stains over the velvet material. Shocked and so disappointed- requested refund and gave feedback. Never again.
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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