Reviewer Photos & Videos
Ordered 2 swivel chairs, a triptych and a lamp 7/11/21 for delivery ‘before Christmas’ understanding supply chain issues and potential for delay.
The chairs are wonderful quality and I’m very happy with them. The colour is not exactly ‘fawn’ so might be a good idea to get a swatch sample before ordering. Delivery very efficient.
Was initially sent 3 of the same image for the triptych. Rectified promptly by the company after Christmas. Good quality and satisfactory customer service to resolve a reasonable human error.
The lamp is an enigma....2 packages delivered before Christmas, the base and the lampshade. The courier commented that there was a third package that they would deliver at another time as they were ‘always in the area’. This is over a month ago. So far poor responses from Brosa customer service. I’ve offered to pick up from a local collection point and suggested they resend with a different courier. Hopefully they’ll accept it has been lost in the mail soon and send another.
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.
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.
Excellent Furniture online store
I bought two different furniture and thinking about the third one as they were very good in quality and very good design and color, delivered fast and clean,the products price are very reasonable in comparison with other online stores
Great customer service when it matters
The Brosa team helped us set up our holiday house when most companies weren't able to deliver. They were professional, polite and their design choices really my expectations. We had a few hiccups with a few items. This is when Brosa's customer service really stood out. The team communicated promptly, listened to the issues, identified a solution and helped us get on track as quickly as possible. This was much more than a 'buying' experience, they actually cared about us as a customer. Special thanks to Sarah and Bree.
Stylish products, awful quality control and communication
TL;DR: Poor quality control and even worse communication marred what started as a good experience. Do not risk making a large order with Brosa until they have sorted their QC/logistical issues out.
We ordered from Brosa in June, and had good advice and service from the staff at the Fitzroy store when trying to choose the right products. We were told that all but one of the items we ordered would be available by around August, with the other item not available until October.
As promised, in August we were told the items were in the warehouse b...ut could not be taken into the house and assembled due to the restrictions that were in place at the time, so I postponed the delivery to a later date. Some weeks later, we get an e-mail saying that two bookcases and the bed head from the bed frame we had ordered had somehow disappeared in the warehouse, with a replacement for the bed head not available until July 2022 (!) and the second bookcase in December '21. I received a $200 discount as compensation, as well as an assurance that the rest of the frame could be assembled without the frame. On the day of delivery, the delivery men advised that they were unable to assemble the frame as the bed head was an integral part of the structure. The two bedside tables also had scratches and large wood chip on them (see photos). Delivery took place on a Friday near the end of business hours, so I was unable to speak to customer support that day.
Lovely bed and matching furniture
The velvet bed frame is lovely to the touch, the matching ottoman adds just the right touch and feels well made. One wish is the headboard sloped for comfort sitting up but good delivery and well made slats.
Perfect for my lounge space
The service I received from the Brosa team was above and beyond what I expected. I purchased my occasional chairs during the looong lockdown in Victoria but the friendly staff at a Brosa made it all so easy and worth the wait.
Seta 4 Seater Sofa with Chaise - Best purchase of my adult life.
I ordered Seta 4 Seater Sofa with Chaise and the couch is just beautiful and comfy. The delivery service is next to done with their driver tracking system so you exactly know how far your delivery driver is. They even call when they are close to arrival time. Love buying from Brosa
Amazing functionality could be more comfortable
Great function-wise but the padding leaves something to be desired if you use this as a daily bed (as we do) then invest in a good mattress topper
Ottoman is great, love the fabric and color. Overall height of ottoman lower than my old one bit I still love the look of it. Perfect for additional seating as well. Purchased July, delivered as advised in Sept (COVID). Cheap delivery fee given size of box!
Sofa bed - great, good looking but firm
It’s a good looking piece & good value for money.
It is very firm, i added a topper & is now perfect.
My partner and I have had the Drake Modular 3 seater for about a month now after waiting 20 weeks for it. Initially it was great and was like the model one in the showroom, however now it is already sinking at the middle and the chaise. We can almost feel the wooden beams and from the front view, we can see that it is already diagonal from the part we lounge most on compared to other side. Not sure if this is intended or to be expected but this is pretty disappointing as we've only had it for a short amount of time and it is already showing signs of wear. Don't know if I'd recommend Brosa as it seems like their showroom and photos don't really reflect the product you get.
Faulty product, zero service.
Bought a sideboard which when it first came out of the box I was delighted with. It looked to be really good quality however once I'd put the legs on and stood it up I saw one of the doors won't close, the hinges weren't attached properly by manufacturer so it just hangs open.
Sent email photos and video to Brosa explaining the issue and 10 days later zero response except an email saying it would take them up to a week to respond.
Thats far below the minimum standard of service I'd expect.
There was also a payment glitch where the money came out of my account but no order confirmation, item still showing in my cart however that got fixed up in a few days.
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
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.
Get an answer from our members and Brosa Furniture representatives
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.