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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.
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)...
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.
WORST customer service
Poor quality customer service, they made an error on our order and overall a really bad experience. Would never order anything from them again. They have now 'lost' two Palemero armchairs that were due for arrival to our home. How can your company have two seperate chairs going missing from your warehouse? Poor systems in place and even worse customer service. Still waiting on a team member to respond to my missing delivery.
Waited almost 8 months for item, and no clue from company about delivery. Disappointed i wasn't warned of wait time
Problem after problem with damaged goods
I ordered an outdoor setting, corner lounge with coffee table. Delivery of the items took over 2 months. We are really happy with the lounge, however the coffee table came out of the box damaged beyond repair. Arranging return and replacement of the item was a hair-pulling out experience. The return slip was never sent to me, I stayed home for 2 days waiting pick up that couldn't occur. I received no support or returned emails during this time. Then I re-booked the return pick up on my own, and when the replacement arrived it was also damaged. It was a stressful shopping experience to say the least.
Very poor after sales customer service.
Whilst products appear to be of good quality, it's mostly cheap board with a really thin coating of paint. Screws are flimsy, some holes do not align. Products chip very easily with minimum effort, and there is very poor customer follow up to any inquiries on this. I'm still waiting after 2 weeks to hear if I can purchase a replacement part for a cabinet. You will likely notice blemishes on your product when unwrapping because of inconsistent manufacturing. No real difference in qaulity as opposed to Ikea, just trading off the latest on trend fad.
Brosa provided great service from purchase to delivery. I found the web chat was the best way to contact them when we needed to make changes to our order. They were responsive and helpful. We bought a few sets of the Ingrid dining chairs which were well packaged, easy to build and of good quality for the price, plus look fantastic! Only suggestion for improvement would be to provide plugs to cover the screw holes for a neater finish, but great looking and comfortable nevertheless.
Ridiculous wait for delivery
Ordered the Frank 2 seater lounge in blue, matching armchair and ottoman in September 2020. Lounge was delivered in October, and is a nice product to look at but not comfortable to sit on, there is not much cushioning on the seat, making it quite hard to sit on. The chair was delivered in February and is similar to the lounge in terms of comfort. Seven months on, I am still waiting for the ottoman. Apparently it may be delivered in May 2021. Overall, products are stylish, not comfortable to sit on and take many months to be delivered. Brosa has...emailed out a message from their CEO twice now to apologize for the delay, blaming it on COVID and industrial action at the ports in Australia. I can only assume that this means that numerous customers are affected by this extreme delay in delivery times.
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...
A very slow experience
The ordering was fine and we were advised there may be a delay
Ordered and paid end of November Delivered end of March
Our order sat two weeks in the warehouse with the consignee some other name in Adelaide
I did the hard work to get it sorted out and refunded 10% of the purchase price with an apology
Two weeks later still nothing had happened and still the wrong consingee name
DHL the delivery company were absolutely no help whatsoever in sorting it out
Customer service staff did not return phone calls and I was left to sort out the company’s mess up
Great looking piece but not built for everyday use
I ordered the Maki Sofa Bed in Burnt Orange and the colour is stunning. Everyone who has seen it has commented on how great it looks! Only thing is that it's not the most comfy of chairs as you can feel the iron rods when sitting on it. I haven't used it as a fold out sofa bed yet, and probably won't as I don't think it will be comfortable for guests. However, for an accent piece it ticks all the boxes. Ordering and delivery were super easy.
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.
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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