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Brosa Furniture
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- Verified
Worst Return Policy ever and they find ways to deduct items.
Pay little bit more and find peace of mind. In case you want to change your mind. Not worth at all. I have all the emails and call evidences. Now they are not responding. There is some [Name Removed] - customer support. He is completely ignoring my emails and on call customer service is making new promises to get back to me. They are very stressing to deal with. worst experience of my life. Dealing with them effecting my mental health, my attitude towards my family and when I am going through worst phase of my life.
- Product Quality
- Incentivised Review No
- Return Claim MadeYes
- Product Appearance Not as advertised
Please I haven’t yet received any communication in writing or haven’t yet received any call from the pick department people.
So I don’t know when the pick is arranged for.
A customer services perso...
- 7 reviews
- 9 likes
- Verified
Garbage! Sell faulty/returned items. Real v Ad photos attached!
The item, costing in excess of $1800, bears little resemblance to the advertisement. Suspiciously, we also noticed the outer packaging has "Return" written on the outside. Before making this purchase I specifically contacted Brosa to make enquiries and a team member confirmed the item was in brand new condition and not ex-display, chat transcript in writing.
Also many defects, including:
- Several chips to the top surface. One is prominent and clearly a manufacturing defect resulting from a screw being pushed from the frame underneath and u...
- Product Quality
- Shipping
- Incentivised Review No
- Return Claim MadeYes
- Warranty Claim MadeYes
- Product Appearance Not as advertised
Hi Sharon! We're so sorry for the issues you had with this order. We don't mean to put you out with the return process. Our team member will contact you today with an alternative option.
So your team member contacted me to suggest I dispose of this large piece of assembled furniture myself and when I said I had no means to do that now they won't honour confirmed collection date. AND STILL NO REFUND!!!
PLEASE RESOLVE THIS ASAP.
Hi Sharon, your refund has been processed.
- 2 reviews
- 2 likes
- Verified
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...
Read moreey 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.- Product Quality
- Shipping
- Incentivised Review No
- Return Claim MadeYes
- Warranty Claim MadeNo
- Product Appearance As advertised
Hi Gill, we're terribly sorry for the inconvenience caused. Be assured that the information we provide you is always to the best of our knowledge and we work hard on troubleshooting issues with our co...
Read moreuriers to prevent them from happening again. Upon checking the system, we can see that your return and refund have been completed in the meantime and we hope the issue is resolved.- Verified
Worst policy, and service
I ordered two armchairs online for my business, as well as delivery and assembling. They arrived, however the colour of the fabric appeared different to that on the website. I contacted the company and was advised the return was possible but I would incur a delivery fee, which I totally understood (although a little disappointed as the product appeared different). I submitted the online return form and after hearing nothing I followed them up online, only to now be advised that they would be charing at 20% repackaging fee and delivery. The onli...
Read morene chat took almost an hour, the person at the other end had absolutely no empathy, and despite telling her that I was advised the week before only of the delivery fee it seems to fall on deaf ears. The cost to return the is 40% of the total item. I will NEVER purchase from this company and I will go out of my way to tell my family and friends what a terrible experience I had. Such a shame to write such a review, I have never written such a review, however feel the need to warn others of the costs associated with a return.- Incentivised Review No
- Return Claim MadeYes
- Warranty Claim MadeNo
- Product Appearance Not as advertised
Hi Cass, we're sorry that the return process and fees were unclear. Please note that both are outlined in detail here on our website: https://www.brosa.com.au/pages/returns-and-refunds . Items always ...
Read moreneed to be returned in their original packaging. We hope for your understanding.The link you have provided does not provide the return policy and it is not easy to find on your website. I had the original packaging so it was to pick the item up. Charging someone 40% of the total ...
Read morepurchase price to return the item is daylight robbery! This does not encourage anyone to purchase products online or through your business. I have never experienced such poor service with any company I have shopped with.Find out how Brosa Furniture compares to other Furniture Shops
Know better, choose better.
- 9 reviews
- 8 likes
- Verified
Absolutely disgraceful CX
Ordered 2 beds from Brosa.
Called ahead to ensure all items were included in the delivery.
Received half of our order and have been hitting brick walls getting a refund or delivery of the other half we have paid for.
Given the run around for over a week with no help and told there’s only one person who deals with it who “we can’t talk to”
Wouldn’t recommend buying ANYTHING from Brosa.
- Product Quality
- Shipping
- Incentivised Review No
- Return Claim MadeYes
- Warranty Claim MadeNo
- Product Appearance Not as advertised
Hi Jayce, that's definitely not the experience we wanted you to have and we're sorry that you didn't feel supported by our team. In case you're still having issues, please let us know and we'll get this sorted for you urgently.
Better late than never hey?
- 2 reviews
- 1 like
- Verified
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...
Read morensation 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.- Shipping
- Incentivised Review No
- Return Claim MadeYes
- Warranty Claim MadeNo
- Product Appearance As advertised
Hi Chris, we're terribly sorry that your sofa arrived with an incorrect part. We can imagine how frustrating the additional lead time must have been. Be assured we're working very hard together with o...
Read moreur makers to avoid issues like this. We hope that you enjoy your new lounge now. If there are still any issues, please contact us at support@brosa.com and we'll help you out.- Verified
Poor delivery times, product damaged on arrival followed by poor service
Ordered Mia Dining Set in August 2021 and still waiting for a complete product. When ordered it was a 12 week delivery estimate. We had no problem with that. Set finally arrived late November.
One of the 6 chairs was poorly constructed and damaged.
Immediately notified Brosa and am still waiting on the replacement. The customer service member has consistently been blaming covid for the delays. I appreciate some delay due to covid but this is ridiculous and using the pandemic as an excuse for poor service.
Communication with Brosa has been ...
Read morevery one sided. Me contacting them and getting a ‘sorry for the delay it’s because of covid, I will follow up and get back to you asap’ response. Then I hear nothing for weeks. Extremely disappointed with still no expected date for the replacement part. Or offer of a refund for the faulty chair. If you need something guaranteed to be fit for purpose and delivered in a timely matter…shop elsewhere!- Product Quality
- Shipping
- Incentivised Review No
- Return Claim MadeYes
- Warranty Claim MadeYes
Hi Oliver, we can see in the system that the faulty part has been replaced, but we appreciate that the process wasn't straightforward and you haven't been updated sufficiently throughout. Please accep...
Read moret our apologies for this. We hope you enjoy your dining set.Related Articles
- Verified
The WORST customer service i've ever dealt with
Horrible service. Called on the 25th of Feb to request a change in delivery date (originally to be delivered on the 26th of Feb) only to be advised that I will get a call back the next morning to get arrange another delivery date. No call was returned and the delivery people ended up coming on the 26th while I wasn't home. Delivery person advised me to call during business hours to rearrange another date.
This is where my nightmare starts. On the 28th of Feb I have attempted to get in contact to arrange another date (which i'm sure is a SIMPL...
Read moreE task) but instead i was placed on hold for long periods of time or being transferred to different team members more than 5 times to be told different information as to my whereabouts on the couch : I was told on the line: - "The couch is arriving right now as we speak! it's being delivered right now!" or - I have supposedly called for it to be booked in on Wednesday (which is not true and did not receive any email or text confirmation about this even if i did) - Or I even had one team member that simply hung up on me as we were discussing the situation. I was later told that the couch would be delivered according to the date I have requested (5th of March). They sent me a text of the wrong date and requested to be sent another text of the correct date. Also spoke with [Name Removed] who also wrote a confirmation email about the delivery date. I have also called everyday for the past week to confirm that this date was the same on their end. However I did not receive a text message of the time window that my couch will arrive. So I called up to check and was told (again) that they will call me back with more details. Alas, no one called back and i had to chase it up. I have called the morning of the expected delivery date and was told that NO ONE HAS SCHEDULED the couch to be delivered. The fact that I have chased this up multiple times - no one called me to follow this up is simply ridiculous. Not only this service was extremely unprofessional but they wasting not only my time their delivery peoples time. Also this brand has claimed to be "Melbourne based" but everyone I have dealt with aren't from Australia as they informed me all their workers are off-shore? very shady and misleading. I have filed a complaint to Fair Trade and will advise that this review will help others realise to not deal with this company. I've never had to deal with such appalling customer service.- Shipping
- Incentivised Review No
- Return Claim MadeYes
- Warranty Claim MadeNo
Hi Jenny, it seems there was quite a bit of miscommunication and we are so sorry for the trouble this has caused you! Please know we really value your time. We will investigate internally to avoid issues like this in the future.
I think the term "quite a bit" doesn't describe the amount of stress that was imposed for such a simple order/request. I really do hope that you actually look into these recurring issues - it seems it...
Read more is not only happened to me but other unhappy customers.- Verified
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 ...
Read moreto 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.- Product Quality
- Incentivised Review No
- Return Claim MadeYes
- Warranty Claim MadeNo
- Product Appearance As advertised
Hi Harshini, it's so unfortunate and disappointing that your Josie Entertainment Unit has arrived damaged. We understand that waiting for a replacement wasn't an ideal solution either and that you opt...
Read moreed for a discount. Please be assured that our support team assesses every case individually and offers the best options possible for a resolution. We're sorry that this wasn't satisfactory in this instance.Find out how Brosa Furniture compares to other Furniture Shops
Know better, choose better.
- 6 reviews
- 4 likes
- Verified
Appalling Company - Avoid At All Costs
Not only was the item I purchased not as described, it was also faulty. I have been waiting a month for someone to collect the faulty item so I can get a refund but I get no answer from customer service, calls and emails go unreturned, and collection drivers do not show up when they are supposed to. This company has cost me so much time and money and stress over this ... avoid at all costs.
- Product Quality
- Shipping
- Incentivised Review No
- Return Claim MadeYes
- Product Appearance Not as advertised
Hi Natalie, I would love to be able to assist you further and understand in more detail the issues you encountered. If you could email me at support@brosa.com attention Sue and I will ensure I look into this further.
- Verified
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.
- Product Quality
- Incentivised Review No
- Return Claim MadeYes
- Warranty Claim MadeNo
- Product Appearance As advertised
- 2 reviews
- Verified
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.
- Product Quality
- Incentivised Review No
- Return Claim MadeYes
- Warranty Claim MadeNo
- Product Appearance As advertised
Find out how Brosa Furniture compares to other Furniture Shops
Know better, choose better.
- 4 reviews
- 1 like
- Verified
Very poor customer service; poor quality products
Sales process was easy - purchased online
The Herts tv unit and matching buffet spent about $2000.
On arrival, the delivery people opened box to find poor quality unit with defects.
Doors had gaps, uneven. The finish was very poor. NOTHING as pictured, chips and patches of yellow washed stains in random placed.
I asked the delivery people to take back.
Filled in a return form and cancelled the buffet.
No response from them for days.
Their phone is set up where NO ONE answers the customer support - after a minute of being on hold it diver...
- Product Quality
- Shipping
- Incentivised Review No
- Return Claim MadeYes
- Warranty Claim MadeNo
- Product Appearance Not as advertised
- Verified
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.
- Shipping
- Incentivised Review No
- Return Claim MadeYes
- Warranty Claim MadeNo
- Product Appearance As advertised
- 6 reviews
- Verified
not so good experience
Shame on you Brosa, I have not ordered any items that was full in price at the time of my order all item that I got were advertised 20% of full price .
I have called Brosa first to enquire about product - Marie dining chairs at that time they were 25% of the original price on Brosa website .
As have not received response from Brosa stylist , have called and that officer have sent me pictures of Marie dining chairs to see re wired bruch legs, by then Marie dining chair on your website went from 25% of the original pr...
Read moreice to 20% discount Then I called back and emailed as wanted to make order and have asked if Brosa would honour 25% discount for Marie dining chairs and they said they will, I said that I would like to pay direct deposit for my order as do not have large amount on credit card. At the time of my order all of the item that I ordered had 20% discount from original price so I have ordered those with that discount ( marie chairs had 20% but Brosa gave me 25% )- Product Quality
- Shipping
- Incentivised Review No
- Return Claim MadeYes
- Warranty Claim MadeYes
Hi Maria, we're sincerely sorry for any inconvenience caused by the lengthy process in this instance. We're glad you received your full refund and we hope you'll give Brosa another try in the future.
Questions & Answers
I have been told by your customer service that you are not delivering to most areas, Mclaren Vale SA in this case. How can you advertise "delivery Australia wide".
Hi Lorraine, there is a temporary issue with dispatch to some regional areas, which is based on the huge resource issue with labour shortages that the logistics industry is currently experiencing. We ...
Read moreare however working hard to find a solution and hope to include most areas within our delivery range again soon. Thanks for understanding.I have just ordered the heron grey Isabella king bed head. Has anybody else ordered /recieved this and were you happy with quality etc ?
Hi, does Brosa submit fake 5 star reviews in order to bury recent 1 star reviews?
Sorry, I can’t help you there!
Hi there!
We can assure you that all our reviews are 100% authentic. ...
Read more 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 TeamGet an answer from our members and Brosa Furniture representatives
Details
Category | Online Shops and Furniture Shops |
---|---|
Type of Furniture Offered | Bedroom, Dining, Living, Mattresses, Office, Outdoor and Sofas |
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Hi Rabia, thank you for your feedback. We're sorry that you are unhappy with your experience. Upon checking on the case, it looks like you have received a response to your emails within two business d...
Read moreays, which is our current average response time due to a high volume of emails. Our team members have handled your return request in accordance with our return policy, which can be viewed here: https://www.brosa.com.au/pages/returns-and-refunds. We can confirm that the return has been arranged. Please let us know in case there's anything else we can assist you with.