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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.
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.
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.
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!!
Poor/ No customer service.
We did an order last week, soon after that I send an email to customer service to informed that we like to get everything delivered same time which would be end of OCT as two of items are been made.
No reply or confirmation yet, so after few day rang the customer service to confirm the delivery together at the end of OCT. We were told all good that’s been organized.
Yesterday got an email to say half of the items now with the delivery company expected to be delivered next week.
This not what I expected from Brosa, very disappointed with the service
Just keep waiting for your furniture if you are lucky it will arrive before you die.
Order a daybed 27 weeks back. Still not delivered.
When we order we were told our order will be delivered in Mid May.
and here we are in the 2nd week of June still no clue when an order will be delivered.
They just keep on changing the expected delivery date.
First, it was 13th-21st May then they changed to 16th May to 30th May then changed to 01/06/2021 - 15/06/2021 and now it's on 10/06/2021 - 24/06/2021.
Quite sure when it gets close to 24-June they will push it further.
It was good for us that we didn't purchase any other furniture for our house from Brosa. Would not recommend it to anyone
I wish I could give Brosa.com.au (Brosa Furniture) 0 Stars
On 19 March 2021 I ordered I ordered and paid in full for:
FRANK BEDSIDE TABLE x 2
4_Main_3559: Walnut Acacia (STBFRK148NAT)
FRANK CHEST OF DRAWERS x 1
4_Main_3561: Walnut Acacia (CODFRK150NAT)
That was 3 months ago!!
On 6 April 2021, I was contacted by [Name Removed] (Delivery Coordinator) who stated that part of my order (the 2 bedside tables) would be ready for delivery (in the next 5-6 weeks)....Those 2 bedside tables were delivered on 5 May 2021. Then absolutely nothing from Brosa. No contact at all. However, their website was showing the outstanding item (the chest of drawers) as ‘in stock’ and ‘leaves the warehouse in 1-2 days’ (see screenshot). On 14 June 2021 (almost 3 months after I ordered) I emailed their customer support to enquire why my order had not been sent out. I received an auto response that said “We strive to respond to all correspondence within 48hrs, and we are excited to help you have a fantastic experience with Brosa.” As I have come to expect from Brosa, it is now 22 June 2021 and I still have still not had a response from Brosa Furniture. Today, utterly exasperated, I tried their Live Chat. After waiting for 16 minutes, I was finally connected. I was told my item was in stock and someone from their delivery team would be in touch. They stated that it has only just come into stock. I stated that I have screenshots from weeks ago, that show the item on their website that states ‘In Stock, Leaves the Warehouse in 1-2 Days’. They did not respond to that! So, the upshot is that after paying in full for my items over 3 months ago. I still do not have my order. I have had to chase them through their enquiry email and their Live Chat and still I wait. I would not recommend Brosa. I would never use Brosa again. UPDATE: After posting this review I received an email on 24 June to say my item had been picked up by the courier company, who would be in touch to arrange delivery. 28 June, I got a text to say my order would be delivered between 10am-1pm on 29 June. 29 June, Nothing delivered. At 2pm I called the courier company who told me that Brosa had never given them my item for delivery. Called Brosa customer service, but unsurprisingly there was no answer. At 3pm I received a text from Brosa that said "Unfortunately your Frank Chest of Drawers cannot be located in our warehouse, causing a delay to your intended delivery date. We are terribly sorry for this inconvenience & hope to provide a quick resolution. Our Customer Support team will be in touch to discuss next steps." So the text about my item being picked up on 24 June was clearly untrue. Remember they took my money on 19 March 2021. What next...
Be aware and cautious
Brosa is great when you’re placing an order and very quick at taking your money. NCR you pay- you wait. You wait and wait and wait.
Ordered and paid in January 2021 and was recently advised it will be at least August (with no guarantee), before my sofa arrives. You can’t cancel or have a refund- you just wait and there’s nothing they will do about it.
Buy your sofa from another company.
I wish I had.
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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