DeRucci NSW

Bad customer service ever – Got a quotion for bed $4600 inc GST and later on said slates not included need to pay $400 extra for slates . After few hours spending to choose the bed. Such a bad customer service. Buying furniture from de Rucci from last 5 years . Show details

A nightly disappointment – Bought the whole ensemble with a MZZ4-137 mattress. It is hard and not like the one in the store. I was told that eventually it would wear in like an old shoe. Alternatively, I could spend another $1,000+ to 'swap' it. I will be reminded every night how disappointed I am with de Rucci. Show details

Warranty and Guarantee – Purchased an expensive leather cough in March 2019. After 2 years faced a Mechanical issue with the head rest so i have approached the shop received a formal reply and i have to send multiple e mails and chase up on phones with feedback of being charged a fees for the service. I am very unhappy at the start but later this was fixed under warranty.  Show details ·  2

Excellent customer service by Heather – We are so happy with the Outstanding customer service by Heather from Castle hill store. She was really helpful and patient. She honestly explained us the minute details for product and helped us in making right choice. She completely understands the mind of customer and was really patient with the change of delivery dates for our goods. We would love to shop from de rucci castle hill again and again. Thank you Heather for your great work. Show details

Good quality, right time delivery, nice customer service – We are so happy with all product we purchase in DeRucci Auburn..nice design..good quality..delivery on time..and you will have good suggestions by Charles..so patient..so kindly..and willing to give best price for customer as he can.. Show details ·  1

Customer care is non-existent - Alexandria – After a lengthy wait the bed and side tables arrived. After delivery i noticed a large indentation in the leather. Repeated emails to the store have resulted in repeated assurances that my complaint (and photos) had been passed on to customer service and that i would be contacted within 5-8 business days. This has not happened. Customer care is woeful for products in this price range. Show details

Extremely disappointed – We purchased a really expensive King Size latex mattress - the first one they delivered was nothing like the cloud-like mattress in store. It was hard and sloped off towards the sides so much so that, if you got anywhere near the edge, you risked rolling off the edge. On top of that, when we opened it, it had the most FOUL odour, literally as if… Read more

something had died inside the mattress. We had to sleep with the windows open, thank goodness it was summer! We asked for a refund, but they refused. It took them 3 weeks to replace it with one that didn't stink and was relatively soft. The guys that brought the new mattress were even horrified with how badly it smelled. We were happy with the new mattress they delivered, however, within the warranty period it has sagged badly on both sides. We have tried to contact customer service but nobody ever answers. I will never again touch anything from this company masquerading as a quality European brand.

Misleading Sale – We bought a buffet table and marble dining table from DeRuCCi Castle Hill as we wanted to have a Marble dining table and buffett in out new house . We noticed a chip on the side of the table and noticed that it was not marble. I called the store and they said on their receipt there is written that it was not marble but the receipt I got had marble… Read more

dining written on that . The receipt was amended by De Rucci . We feel that it was a misleading sale . When I contacted the store they replied back

HI, The buffet table and dinning table you bought are both artificial marble according to the price you paid. I send you the price of natural marble, you can have a look. The owner of the company has been changed and the sales person (Jenny)has left the company. Our staff are totally changed. Both our natural and artificial marble is 1 years warranty. your dinning table and buffet table are out of warranty period. Unfortunately we could not help you at this stage. DE RUCCI

I have lodged a complaint with fair training now . Highly disappointed

excellent service and great product! – excellent service from Heather Derucci castle hill. We bought the massage chair in the shop. the product is great. we are very happy with the services provided as well. i would recommend the product & the store Show details

Great quality furniture and great service – Thank you so much Cathy from the Auburn store for your very professional service. I am thrilled with the desk, chair and bookcase. You made the whole experience of purchasing something I was unsure about very easy. The quality of the furniture is excellent and it was so well packaged for the safe long distance transport to my country home. Show details ·  1

Outstanding customer service by Heather – Well done heather. Outstanding customer service by Heather from Castle hill store. From the time we walked into the store, Heather helped us with our purchases. She gave her opinion, at our service at always. Whenever we needed a price check she would also be there. She was helpful, flexible and was very easy to work with. We can’t thank her… Read more ·  1

enough for all the work that she has done until the goods has arrived. We were very happy with the goods. We can’t thank her enough. She has been through the journey with us from the time we walked into the store to buy the dining table and the tv unit. Thank you again Heather and we hoped to cross paths again in the near future. If you are ever in the store, ask for Heather, she’s the lady! Thank you thank you thank you thank you thank you

RuDe DeRucci ! – Many years ago we purchased wonderful furniture from a company called Singways who had stores across Sydney, including Auburn, which somehow metamorphosised into a DeRucci store. Singways had great products and service and we furnished our entire house from them. When time to replace and add more items we returned to the former Singways now… Read more

DeRucci store at Auburn, buying dining chairs, side and coffee table, lamps etc. tables. This time around much problems..... coffee table was badly marked which they replaced, dining chairs with components missing which they repaired. Paint finish on the chairs was uneven which we have put up with. Biggest issue with the $700 chairs is the leather, or lack thereof. It's a synthetic PU ! Totally our fault, salesperson stated they were leather and the price suggested they would be so we trusted without verifying. The PU is beginning to splay and split due to the sharp timber edges beneath. Have requested advice from DeRucci on many occasions re repairing or reupholstering. They've ignored our emails and phone calls. Not asking for refunds or costs to be covered as we realise DeRucci has terrible customer service and absolutely no conscience. Just want to know how to remove the PU and replace it. Our fear is that it cannot be done, which is outrageous for a chair they are still selling at $700 RRP. We've resorted to texta touching up the leather. We've spent well over $20K with Singways and DeRucci over the years. Unconscionable conduct! Should have purchased Australian made and kept the profits local rather than using an overseas based company that has an image of a fictitious old man masquerading as some kind of sleep professor guru to con you with a fabricated aura of credibility.

Ronald McDonald is more real than the DeRucci Man!

The worst experience – I went de rucci this afternoon with my bf looking for furnitures. The staff there are so rude and unprofessional. One lady(store manager) came to us didn’t say hi. We ask for price of one sofa set. She than reply” 1,2,3” I was like what 1,2,3 mean she said pieces. I didn’t work there. Don’t talk to me like I’m a pro.while I was trying the… Read more

mattress. She was on her phone checking messages. I was asking her a question very loudly but she didn’t even look up. She was standing next to me and focusing on her phone, totally ignored me. I’ve never been to any shops and seen any staff like her. And I noticed there was another staff sitting on a comer sofa the whole time playing her phone. Not siting its actually half way lying on the sofa. What a chill place to work. I like their furnitures but i don’t think I want to buy from those staff. The worst experience

Good shopping experience – Charles is so patient and nice at Auburn store. Guide me through all the possibilities in my living room. And delivery is so efficient and guys are so professional. Will buy a massage chair later. Show reply

Terrible after sales customer service! Literally just took the money and left! – Absolutely terrible customer service post sales. Atrocious communication with customer. Never buying any Details Rucci product again! Waited 3 months for our custom made 4.5k dining table and was told it won't be ready for another 4 weeks (but only after I called to ask). On delivery day was not given a time range, other than from 10-5.30pm.… Read more

Called at 5 and was given an inactive number for the driver. Finally received a call from driver to say we would be the last job for the day and it will take them another 2 hours to arrive! Absolutely disappointed given the price we paid!

HORRIBLE CUSTOMER SERVICE!!! – On relocating from Sydney to Melbourne my wife and I went to have a look at the DeRucci range so that we can see ahead what we would like to purchase once relocated. The staff at Alexandria then assured us that if we buy from them at the time we were in the store they will be able to arrange delivery to Melbourne. We paid the deposit as… Read more

required and were confident that our purchase would be delivered.

Already in Melbourne we received a call from the Alexandria branch that in fact the delivery can not be arranged in Melbourne and we would need to go and purchase our bed and side tables from a store in Melbourne

Staff at the Alexandria branch assured me that we will get the deposit back. In fact i was asked to send my bank details for the refund to be processed. On the basis that I was getting my deposit back the bed and bed sides tables were purchased from a Melbourne branch where the amount was paid in FULL!

After the purchase was made the sales consultant from Alexandria branch in Sydney informed me that the manager does not permit the refund. we have to purchase from them! Completely conflicting advise from that received before.

We now have a deposit being held and not returned to us from Alexandria and i have made a full payment for the same goods here in Melbourne.

Multiple failed attempts to talk to management at the Alexandria Branch we finally had a call back from some one named Same who promised to look in to this and come back to us. Nothing. It has been over a month

The sales representative Jessica Ke advised that we email customer service to make a complain as we are not in the wrong. This is coming from De Rucci staff!

We have purchased the furniture the second time around on advise from staff at the Alexandria branch having trust that it is all under the one company and are now out of pocked for over two thousand dollars.

The fact that no one has gotten back to us in over a month from follow up is greatly disappointing. I am hoping to get a resolution from this complaint letter.

Exceptionally poor customer experience !!! – We had purchased a bedset inclusive of headboard and side tables. The order was placed in January 2019. Due to internal issues the items were only ready for delivery in late April - yes 4+ months ?!? In this day and age it is absolutely unheard of for an order to take this long to be fulfilled. Nevertheless we were forgiving with regard to the… Read more

order fulfilment process as fortunately for us, we were not in a hurry.

During delivery of the items the delivery company had damaged our newly refurbished staircase - a staircase which was less then 1 week old. The delivery driver had the audacity to tell us that this was already damaged prior to them making the delivery. I had chosen not to entertain an argument with the delivery company believing that DeRucci would address the issue on our behalf. Initial reaction was very supportive from the Castle Hill store indicating that we should send pictures of the damage and they will discuss with head office on next steps.

The next day they had asked us to reach out to the delivery company directly as they cannot get involved between us and the delivery company. To add salt to the wound they requested that we prove that the damage was caused by the delivery company. I reiterated the point that the delivery company is a service provider chosen by DeRucci to make deliveries on behalf of DeRucci therefore they should deal with the dispute and not expect me to deal with THEIR chosen service provider.

Based on other online reviews it seems that the issue of the delivery company damaging customer premises and the way it was dealt with by DeRucci seems to be recurring theme.

To date they are not willing to intervene on behalf of us even after we have spent to many $$$ with them.

An extremely disappointing and dare I say shocking experience. I would certainly caution anyone looking to purchase from this retailer to STAY AWAY !!!! It seems that their approach to business is: once they have your $$$ they do not really care what happens thereafter.

Top quality, smart products – I am impressed with the bed frame and bed sides purchased from DeRucci. Smart design allowing troubleless assembly from my personal experience. Easy attachable fabric cover that can be removed for washing. All washing accessofies (protective begs and belts) are included in the package. Flawless manufacturing - not a minor defect was found. And looks great! Show details ·  1

my dinner table has flake/peel off in 3 weeks time – I've got some issues with the table, the table arrived a month ago, but there are some quality issues happening, there’s a bit flake/peel off. This happened last week, which is only the 3week that the table arrive. At first it was just a little dot, but now the size of that flake/peel off has become bigger, I’m afraid that it will go worse, and I don’t want this happen.

Amazing furniture and wonderful customer service – I purchase a dining set and a bedding set from De Rucci Auburn Showroom. The furniture there are absolutely amazing and great quality. The girl named Melody helped us with our choice, her suggestions are professional and very helpful. The furniture was delivered as promised and very well assembled. I would definitely recommend de Rucci Auburn Showroom for you guys. Wonderful experience! Show details ·  1

Excellent shopping experience with Derucci Auburn – I bought my bed frame and mattress form Auburn Store, Appreciate for Jacqueline excellent and professional customer service ,found the most comfortable mattress for us. We have used the products for a few months, Highly recommend. Show reply

Helpful staff, nice service – I am very impressed with the staff in Castle Hill DeRucci, the knowledge and sincerity is welcoming and refreshing. I went into the store just for a look, but Shannon's honesty and warmth has inspired me to DeRuccify my home. Show reply

Great products and great customer service! – I am a returning De Rucci customer and am quite happy with design of the products! Easy to navigate with a lot of quality options to choose from.. the quality is also quite nice! Show details ·  1

Excellent Service by Georgie !!! – We are very satisfied with our purchasing in Auburn Store, Goergie patiently helped us choose our dream Queen bed and mattress, She followed up the delivery time as soon as possible, so that we got the new bed on time Show details ·  1

Nice& friendly staff with Gorgeous & luxury designer furniture! – Spacious parking area available, various furniture choices, helpful staff with good knowledge of how to choose the best mattress for me. Didn't notice this place before, but from now on, Alexandria Derucci store will always be my best choice!!! Show details ·  1

Stay away from them - Horrible customer experience – I recently bought bed frame and mattresses from Auburb DeRucci store. While delivering, they made scratches on staircase wall. When I approached derucci about it, they say that it is delivery driver and they are not responsible. Does they understand that premium price we pay also includes customer service and delivery and they are responsible for… Read more

everything. It was kind of rude on them. If I have hired delivery on my own, I would have dealt with them directly.

Is there any way I can report this.

High quality and excellent services – Everything is perfect. We love the furnitures we bought. The show room is nice and comfortable. We like the girl Nikki who works at Supacenter, she is friendly and very skilled at her job. The delivery boys are awesome, we like them too.  Show reply