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An absolute waste of time with terrible (and clearly offshore) customer service
After wanting to support Australian companies my husband and I purchased the Austin three seater sofa in February. Understanding that COVID has put a lot of strain on supply networks we were more than happy to wait the long production time for delivery in August.
This was pushed back again (which again is understandable) but finally we were contacted by the delivery team to organise delivery. However the night before we are expecting the delivery when we have already got rid of our existing furniture in anticipation I receive a text message at ...
Pilling is to be expected
Bought several couches which started to pill within weeks of receipt. I have contacted brosa and they told me they expect pilling as the fabric is natural. Anyone who works in fabric manufacturing knows that pilling is a fault and is avoidable when good quality fabric is used. Being told you need to depill furniture you’ve spent thousands of dollars on is unacceptable. My brand new lounges look old and worn. I’m pretty annoyed.
Received the ottoman yesterday
The other pieces have been delivered approximately 8 months ago
Contacted brosa they said sunlight would have caused this
Don’t all rooms have sunlight????
Quality is terrible save your money!!!!!!!!
11 months to receive 4 dining chairs.
So I ordered 4 dining chairs in November 2020. Delivery was June (even though the sales lady said I’d get them in May). June became July. July became august. August became September. And now, September is looking like October. It’ll be delayed again. No doubt. No one can give me a confirmed date. So they have my money because of course you need to pay 100% upfront. But I don’t have my chairs.
Things I could’ve done in the time my chairs are still ‘in production’
- conceived and delivered a baby
- ordered a customised car from Europe
think again before purchasing. sales are great but then down hill from there. no communication or ability to contact them post purchase. delays delays, delivery dates set and no delivery when the day comes, 2nd organised delivery happened, part of my order delivered (lounge slips) still awaiting lounge. have requested a refund……have sent multiple emails, no response. when you call to speak with customer support rings out and you leave a message supposedly they will call back, think im up to message number 10 (at least) no call back or explanat...ions. the only way i can get in touch with anyone from the Brosa team is to choose the sales option as someone answers the call. save your self the hassle and buy elsewhere. i am one very disappointed customer. as i type this review im still in limbo, they have my money but wont get in touch. think the next step is fair trading.
Dreadful hard sofa
I went into the store 3 times without finding any assistance or product I was looking for that I had seen online. Went online & asked for information, never received information. I called the warehouse and asked for information and was told I would receive information via email but never received the email. Purchased the sofa I saw online then booked delivery which was to take two weeks, & informed I would receive delivery update and for me NOT to call them. Day of booked delivery I had not heard anything from them via email or phone. I called ...their delivery "department" & asked about my order, the person I spoke to asked if the number I was calling from was my number? I confirmed it was, the person I spoke to could not find my number in their system, I gave the person my order number, they found my order & told me the delivery would be coming today, I asked to be contacted an hour before delivery as I was at work & needed an hour to get back to my property, I was assured this would happen. I never received a phone call or email. The following day I received an email saying the delivery had come but I was not home and need to book another delivery. I then went back to my original order & found the phone number I had supplied was incorrect by one digit. I then sent an email explaining the issue with the correct digit & booked another delivery which again was to take 2 weeks. On the day of delivery, I receive a text saying the delivery was on its way, I sent a text back saying I am an hour away, I immediately received another text saying they were at my front door, and then immediately a phone call, they had not received the information that I was working and needed an hours notice and they would come back later in the day with an expected time. When they did turn up they couldn't get the sofa through the front door & had to climb over the back fence via my neighbor's house, I give kudos to the contracted delivery men as they persisted in their job & did it well. As for the company Brosa, they are the most inefficient impersonal company I have ever dealt with. The sofa is hard, uncomfortable & an elephant in the room that no one wants to sit on, after waiting 4 weeks and then watching the delivery contractors struggle with the dangerous job of lifting it over a fence I am stuck with something I despise. Furthermore, there was zero communication via email or their site.
Shocking delivery and customer service - would not purchase from Brosa again
Waited 6 months for a bed delivery after paying in full, took a day of annual leave to be home for the delivery and it never arrived. Called Brosa the day prior who confirmed the delivery was dispatched and ready, the delivery company text the night before delivery with a 3hr delivery window...then nothing arrived on delivery day. Turns out they left without putting item on the truck, and no one informed me. I've spent the rest of the afternoon on the phone to Brosa who say they'll follow it up and get back to me today and they don't. Worst customer service I've ever encountered with zero resolution, zero updates, no timeframe offered for Brosa to fix it, and now I've no bed to sleep on either. Will not purchase from here again.
Okay if you're patient enough to wait 4 months for delivery. Made in China not Australia.
We went to the Brosa showroom to check out the gaslift double beds and the floor staff were genuinely friendly and helpful. Was advised that the wait time would be about 4months(!) for the bed. Okay - we still ordered online the same day anyway. Note: Despite the Brosa staff clearly explaining to us that 'the beds are made in regional Victoria' they are not - they are actually Made In China. After waiting the expected ~4months the bed was finally ready for delivery - was messaged to expect a delivery 'link' to be sent to my phone on delivery d...ay detailing the delivery details/time but received nothing. I messaged and rang Claire at Brosa delivery section many times (9?) that day for the details but to no avail - only a repeatedly busy answering machine to which I left a message many times. (She never called back - ever) Bed arrived at the very end of the day anyway - delivered by 2 friendly delivery guys. Bed assembly was fairly easy but there were no instructions supplied - only a link to instructions which then have to be printed out! Weird. The 3 cross pieces of the bed base had developed a film of mildew during the long transit so I had to clean and repaint them myself. Giving a 3.5/5
I purchased the Frank TV unit 2 months ago. This company sent me the wrong assembly parts (incorrect screws), and have failed to correct the problem despite 5 emails and 3 phone conversations. The furniture I purchased is sitting in my hallway, unable to be assembled - and from what I gather, they can’t get it together to send the correct custom screws. This company, in my estimation, is amateur and poorly managed.
Still waiting 34 weeks after order
Ordered two office chairs in early Nov 2020 and chose them because estimated delivery time was 6 weeks. After ordering, delivery was pushed out, and then further again. I eventually received one chair after 4 months and was told the other was being made. BROSA's contact has been limited and I not happy that after 33 weeks the chair seat arrived with no contact from DHL to arrange a suitable date (as was meant to happen) and the swivel base I ordered has still not been delivered. I have contacted BROSA, and their reply email states they are busy and their response might be two weeks away........Exceptionally poor service and this is my last order ever from BROSA.
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...
Como Modular Sofa - super comfy
Bought the Como lounge after having seen it in store. Although delivery took a while, I was kept up to date with order tracking and delivery date. And it was delivered when promised. Lounge is very comfy and we love the feature of movable backrest.
Awful Service - Nice Furniture
Purchased 2 Wingchairs and I was told 2-3 days delivery. 1 week later I receive a text saying one of the chairs is missing in transit and the other is 2 weeks away. It is now 5 weeks later, and I still only have 1 chair. I have emailed and called over 10 times and get no response. I will never be purchasing from you again.
Delay and no communication
We ordered our sofa at the start of April. ETA was July. Each time we checked the order tracker the ETA was pushed out further, however zero communication from Brosa. Last update indicated ETA mid-September. Meanwhile the same sofa on their website still showing 10-12 weeks delivery. Took several emails/calls/online chat to finally get a resolution and received a full refund. Brosa definitely needs to improve on after sales service and communication.
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
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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