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Very unreliable delivery and terrible customer support
I ordered a ready to ship bed from Brosa with a delivery date of week commencing 17 Jan, they failed to deliver as they said. No-one from Brosa calls you, instead you have to call several times to chase up theri failed delivery promises. Then I received a text saying delivery would be 9-12noon, and on that very morning, was sent a text saying they couldn't deliver. Again no-one contacted me to rearrange delivery. No-one answers the phone when you call. No-one returns a call when you leave a voicemail. I am still waiting for delivery. Do not ord...er from this company, it's smoke and mirrors marketing to entice you to order - after that they show absolutely no care or remorse about wasting your time and the inconvenience it causes. I regret ever placing an order with them. Usually I don't write reviews, but Brosa service and delivery is SO bad it warrants a poor review to warn others.
Pathetic and Appalling Order Handling
I ordered a ready to ship bed from Brosa on 12th January 2022. The pickup was confirmed on 17th January with delivery scheduled on 24th Jan 8:00 am to 11:00 am. Now today, after waiting for the delivery and no communication from the delivery partners ANC at Brosa I contacted the customer service.
Their customer service reps are simply bots who read from the script. No explanation, no reasoning nothing from them.
On contacting ANC I got to know the order was never handed over to them for delivery. When I contacted Brosa again, their customer s...ervice rep started sending the same response as before. When I said if you could check with your delivery team now he simply ended the chat and left. Not sure if the business or customers are a joke to them. This is the first and the last time I have dealt with Brosa. Probably a fraudulent business. Stay away from this business!
Would never buy from them again
We ordered in November 2021 as it was advertised delivery before Christmas. We spent a considerable amount, received 1 product. We received an email from the CEO with a video apologising for delays - however, my question would be - why would you advertise rapid delivery if they cannot provide it considering the current climate of Covid. It’s absolutely false advertising. Now we are nearing the end of January 2022 and our remaining products are no where to be seen- even one item they are now saying won’t arrive in their warehouse until March!
Appalling Customer Service - Paid In Full Still Waiting Months Later For The Product
Paid in full. False delivery dates, no communication at all. Constantly chasing them, with promises 'we'll get back to you'. Never happens - where is our money - going to lodge a hearing with ncat. Avoid, avoid, avoid.
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.
April to December and still waiting!!!
My original order was placed in April 2021, I waited until July only to be told that it was lost in transit. I re-purchased in September. Delivery is meant to be 23rd December, changed to 30th December then changed to 6th if January 6th 2022.
Terrible still no product after 18 weeks.
Ordered sofa and chair after order the estimate deliver was changed. I didn’t mind but then finally they said they have it and will arrange delivery. Delivery date arranged for 31st December so night before I threw my old sofa. They cancelled on 31st.text me stating the 6th. 6 th came and cancelled. Text me that it will be here this week. Suprise suprise no sofa. Have emailed request for refund. Ignored. Called courier who said Brosa hadn’t even been open the last few weeks. As emails to Brosa get ignored I went on live chat and they said they ...need someone to call (I’d asked for refund) and of course no one has called. Unfortunately going to fair trading now. Big disappointment as the scam sofa looked nice. But with school holidays the kids are well over sitting on the floor.
Don't trust them!! They will take your money and not deliver.
I placed an order on 13 October, with delivery due November 14-21. There was an update to say delivery would be delayed by 1-2 weeks, so I was patient. The order stated that goods would be dispatched once all items were available, and I could see the spare covers for my couches had yet to be received, but that my couches were in the warehouse awaiting dispatch. I was shocked then when the covers arrived but not the couches. It is now January 13th and Brosa cannot give me a firm date for delivery. They are blaming covid, but they could have, and...should have, delivered the goods before all of the recent headaches started. The communication from the company, and their customer service team, has been woeful to say the least. I certainly wouldn't purchase furniture from this company if you are expecting to receive it in a timely manner.
They take your money and don't deliver. Be warned!
I placed an order for a console 24 October, with the original delivery date Thu, Nov 25th, 2021 - Thu, Dec 9th, 2021. I thought great - even with some delays should be here by Christmas. I have seen no sign of my console! But they have my money! It is even advertised on the website, and has been for some time, as "in stock leaves the warehouse in 1-2 days". When I asked about 2 weeks ago they acted like they were doing me a big favour by putting it on "the urgent picking list" so it would be number 1. Nothing happened. I enquired again t...oday and they said "tell you what - I'm going to put this on the urgent picking list so you will be number 1" which I found to be hilarious. Anyway - I have lost nearly $1000. I'm incredibly disappointed in Brosa. They wont let me talk to a Manager, they just say the same thing (it's in the warehouse) and direct me to the service email, which I have emailed several times, or say they will call me which they havent). Please DON'T SPEND YOUR MONEY with these people they really don't care, they don't tell the truth. I haven't heard anything, my money is gone and I don't know how they get away with it. I even paid $8 for so called "Purchase Guarantee".
Awful Service - Half a couch, ignoring emails
Brosa sold me a couch on 23/06/21 and advertised delivery as being 10-18 weeks from the order date.
I then received an email on 29/7/21 and 15/9/21 to advise me that the order was being delayed. This was a bulk send out blaming COVID for the delay, online tracking began to simply show the same dates moved back a month every single month. I was given a small refund for the inconvenience at this time, however no answers as to whether I would receive my couch. I got the exact same automatic email on 10/11/21 and 10/12/21 though already knew of the...
Better than the rest
Firstly great website and easy to navigate. Got the VIP delivery service, delivery boys were great and assembled the lounge easily and promptly! Store had a good selection to browse from. With fabric samples to take home which was really helpful. Just one thing to note find out availability before ordering as goods are popular and u may have to wait for the stock to arrive from overseas so allow time for that. After sales service wasn’t the best I had to do the chasing but eventually found someone to assist me to prioritise my delivery. Would definitely purchase again from Brosa but with eyes wide open.
Terrible Customer Service
I bought the Gia King size bed in November with the website saying it will leave the warehouse in 1-2 weeks, which is a reason I bought it as it would come quick with plenty of time before Christmas. I waited the 2 weeks still had not heard anything from Brosa about my order so I emailed them to find out what's going on. Only for them to say it was going to be another 2 weeks. Would they have even told me if I hadn't emailed multiple times about it? Meanwhile they are STILL advertising the very same bed on their website as leaving the warehou...se in less than a week? I'm sorry but what? Look after your current customers and stop trying to money grab. I then get an email saying we are booking delivery for the 20th which I was like awesome. Yesterday I waited all day to hear about my delivery which I didn't, so I reached out to them to then be told their has been a delay and my bed is still in Melbourne and they think it might come next week??? Why is it that I have to constantly reach out to then be told what is going on, I understand there are delays but Brosa would of known this beforehand. And MIGHT come next week, considering how short the week is I doubt it. I have not once been offered any compensation for this massive inconvenience they are still advertising the bed to leave there warehouse in now 1-2 days meanwhile ive been waiting 5 weeks. Would not purchase from them again.
Broken Delivery Promises And No Customer Service
We ordered 6 dining chairs and 3 matching barstools back in March 2021. Delivery was supposed to be August 2021. We were advised in July it would be September and then each month thereafter the delivery date was changed. Not once did we get a phone call - just an email or text. The last delivery date was sometime between 21 December and 4 January 2022. As we have interstate guests for Christmas I rang and complained and was told it was being delivered on 20 December. Well, today is the 20th December and I even phoned the Brosa office this morn...ing to confirm delivery would be today. At 11am (after waiting at home all morning with our interstate guests) we got another text message to advise that delivery has been delayed and they would contact us in a COUPLE OF DAYS to advise of the rescheduled delivery date! Clearly no chairs for us for Christmas day. Guess we are getting our guests to sit on the lounge for Christmas lunch cause we cant sit at the table! Lets get real - we could have had the chairs hand-made in this length of time. Still waiting and still not one phone call from anyone at Brosa - Once again I have to ring them to get any real response. DONT ORDER FROM THIS COMPANY - they are not reliable and will keep giving you promises they have no intention of keeping.
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.
Very poor service
I ordered a sofa and an ottoman on Black Friday i.e at the end of November. Was told it would be in stock within 1-2 weeks. After I paid, I was informed there was a delay with it. Their courier company ANC with a call centre in the Philippines informed me that both items would be delivered down stairs on 29.12. I asked them to call me back an hour later so I could organise a friend to get it upstairs for me. They never did. I made a number of calls the next day, dealt with different people in the call centre who had no idea what to do. When I f...inally got hold of an Aussie person, they no longer had deliveries on 29.12. She was highly annoyed with me for not wanting to deal with their call centre and offered me 30.12. delivery of both items. Yesterday they gave me a delivery time of 2-5pm. Today they showed up at 11. Lucky that my friend was available to take the goods upstairs for me. Driver showed up with 2 boxes, assuring me I got both items. Turns out I only got the sofa!!!! The ottoman was delivered hassle free by an Australian a week later, as scheduled. Inspite of themselves having the impression that they are a first class company, they have terrible customer service and obviously can't handle an influx of orders. Have wasted my time in their chat room, they ignored my request to talk to a manager. It's to be hoped that their service improves this year.
Questions & Answers
Why has Brosa not contacted us about our extremely overdue delivery of a sofa that we paid for back in early 2021?
Shocking customer service!
If only I’d read reviews before ordering and PAYING for my Bedhead from Brosa!!!
Ordered in October 2021 along with an Ottoman. Both promised as in store and delivered within a couple of weeks. Ottoman arrived December and lovely. Bedhead… NOTHING!!!! January 14 2022 still nothing. Told collected by Deliverer from Warehouse in a note by email, 4 weeks ago and that I would be contacted!
I have heard nothing, no longer promised
anything, if on its way where is it???
My Question Is: How can some customers give glowing FIVE star reports and others ONE star? No one has chosen stars in between! Quality is not an issue. ALL complaints, too numerous to count, relate to LACK of DELIVERY!!!!! HELP ME.
Please change my star ranking to 1 star as I am unable to do so.
Hi Wondering whether to order but worried a about customer service if anything goes wrong. Has anyone had a refund?
I suggest you wait till at least February. Brosa is closed now and you'll deal with their call centre in the Philippines. They and their courier ANC are in total chaos. You have 21 days to change your mind. Pay with credit card too. I didn't have a pleasant experience with them and will get my ottoman delivered 6 weeks after ordering! It's all too stressful now, try them later.
We recently had to set up an apartment 2 days before Christmas. We were travelling from Adelaide to Melbourne and were only in Melbourne for 4 days, including Christmas Day. We only had one day for deliveries. They were great and the quality of the furniture is awesome.
The live chat was extremely helpful
And chased up delivery information etc for us. We chose products they had in stock
So that helped. We didn't have any complaints. The products were exactly as described.
Thanks for that.
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