Reviewer Photos & Videos
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.
Gorgeous furniture, poor quality on sofa and extremely poor customer service and warranty care.
I absolutely love Brosa furniture overall. I also loved the amazing delivery service and how easy it all was to purchase my furniture. The quality of most of the pieces I’ve purchased has been great. I’ve purchased several things for our new home and overall I’m happy with the way they look and the quality.
However sadly the fabric Madeline chesterfield sofa that we purchased less then 2 years ago has faded so much that the colour of the sofa has gone from being brown to a reddish colour all over. It has never been in direct sunlight either. ...I lodged a warranty claim and sadly I needed to follow up my claim repeatedly as no one ever got back to me. In the end they’ve said it’s normal wear and tear. I’ve purchased many sofas in the past and never have I had one discolour and look so bad. I’m extremely disappointed in the after care service and the the way my warranty claim has been handled and very disappointed that they have no desire whatsoever to help me.
I bought a three seated Camden Chesterfield last year (22/09/2020). After a couple of months, the cushion cover started to pill. I ignored it at first but then it got worse. I contacted Brosa and filled the part request form on 27/07/2021, they were supposed to get back to my enquiry within 2 business days, still, no responses were received from Brosa. Yesterday, I decided to wash the cushion covers in the washing machine. The result was devastating. The fabric is torn from some corners on 2 of the covers and is not usable anymore. I am very disappointed with the quality of the fabric and won't recommend this product.
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.
Terrible Product Support Services
I’ve placed 2 orders with Brosa. I’m nervously waiting for my second order to arrive and have had nothing but problems with my first order. An item replaced twice - communication response times were terrible & I had to do all the follow up to get a resolution - still not perfect however rectified. Since placing my second order, I recently had to contact Brosa about a broken hinge on the second item from the first order and received an automated email saying their support function was extremely busy (that’s a red flag in itself) & that their ...response time will be up to 2 weeks. In my opinion, this is unacceptable & Brosa does not come close to other major online retailers in relation to service and after sales care. I did what I thought was the right thing, I provided direct feedback (low rating & specific feedback) after receiving an email from ‘David W’ from Brosa - no follow up or response received after being invited to offer feedback. With regards to my broken Brosa item, I’m still waiting to hear something from someone 15 days later (longer than they indicated would be my wait time)...
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...
Item received damaged
Ordered small marble top side/lamp table. Insufficiently packed - perhaps by manufacturer. Item received damaged upon opening. Warranty claim lodged. Failed to respond to warranty claim for 2 weeks despite claim of a 2 business day response. Ultimately negotiated a 20% refund.
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.
Few hiccups, but happy with the furniture
In the last 6 months, I’ve purchased over 10 items from BROSA to furnish my new home.
First, the ‘hiccups’:
Most of the items took slightly longer to arrive than the estimated delivery timeframes - this was addressed in an email from BROSA saying some of their supply lines had been affected by COVID - not a big deal. The bigger issue occurred when the first two items eventually arrived: both couldn’t be assembled due to misaligned drill holes. After a bit of back-and-forth with BROSA Email Support, they promptly ordered replacements and offer...
Great Dining Room Chairs
We purchased 8 chairs from the website as we had already seen the chairs at our son's house so knew they were what we wanted. Sadly the quality control in the manufacturing let them down. One chair we could not fit the legs, after a number of emails a new set of chairs was delivered. Surprise, surprise, one of the chairs did not have the screw fittings in the back so we could not fit the seat to the back. Once all correct we ended up with 8 very comfortable and lovely looking chairs. The website was great and easy to use, good pictures and descriptions. The customer service was good.
Beware of fabric
Website Is easy to use and product range is great. We purchased all our furniture for our new home from Brosa however after a few months of use the fabric faded so badly the grey looked pink! Was advised this is not faulty but offered to refund furniture minus the 10% delivery charge as a gesture of goodwill. We replaced the fabric lounges for the velvet fabric and the dining chairs and bar stools with leather (at an additional cost) however we now have 4 bed frames and 3 office chairs that have all discoloured as they are made from the same c...rappy signature fabric that apparently discolours in sunlight and artificial lighting. Beware when selecting material for furniture, steer clear of the signature premium range unless you live in darkness!!
I purchased the Pampero dining table and just over a year and a half of owning it cracks started to appear along the edges of each side of the table with some cracks running through the middle of the table. This would also explain the sagging of the table as well. They weren’t just “surface” cracks they are structural cracks. After contacting Brosa they requested images which I had sent for them to reply with “image evidence suggests the concrete is not cracked it’s the paint coating. Also due to extreme light, artificial lighting, temperature, humidity and radiation could have contributed to the damage”. So basically don’t take it out of the box is what they are suggesting. Would NEVER purchase from Brosa again!!!!
Disappointing and dishonest service
I purchased the Sondra Sofa bed for $600 in 2016. The couch was pretty but uncomfortable but we had issues with the couches legs which resulted in structural issues with our couch. My issue was when we asked for a refund, I had serious issues with organising the return and getting back the full refund of the couch. I was told I could not return the couch unless it was in original packaging which means I had to source a couch sized box. When I finally organised this and returned the couch I was then charged $170 for the cost of the return. This ...is against Australian consumer law. See reference: https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund#returning-the-product My issue is, that this is a very common occurrence as I was only refunded the cost of shipping upon my insistence. Looking at other negative reviews I have found a lot have people have had the same issue and haven’t known their legal rights like me. I would have sent at least 20 emails and had at least 10 phone calls regarding this return and refund. I have never left a bad review in my life but this experience has left me nothing but frustrated.
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 email@example.com 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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