DeRucci NSW, Castle Hill

Jasmine has been really helpful with the purchase and product information. She showed exceptional commitment and dedication to my needs. Highly recommended

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

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 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

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

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

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

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

Non refund of deposit - Castle Hill – We paid a deposit a while ago for a bed. We were told to put down a deposit to secure a 40% discount, we were told the deposit was 100% refundable if we changed our mind. This was also on the invoice. We returned to the store about 4 months ago to request the deposit be refunded. We were told that the sale girl has left de rucci and taken the cash… Read more

however they will check with head office and would be in contact. After many phone calls and emails we have yet to receive our deposit. Business is based on trust, this is on the verge of being broken for us... given how small the amount is...

Shocking Customer Service & even worse Delivery & Installation – Wow .. where NOT to buy a bed from! #DeRucciAustralia @ Castle Hill. I purchased a gorgeous king bed frame & mattress for our Master bedroom at DeRucci Australia on 24 June. Finally part of our delivery comes last night for what we were told a 11 Sept delivery. I waited around ALL day, they hadn't told me a delivery timeframe so I ring at 2:40pm… Read more

to ask when are they coming - I get told after 4:30pm.

Ok so I make sure I'm home. I ring back at 5:17pm and ask are you sure they're coming as I don't know of too many delivery companies who deliver past 5pm. Yes they are still coming. So finally at 6:20pm they arrive in the dark. What follows is an absolute shocker. First, they allow the big boxes to just fall on their ends with momentum and hit the concrete drive that they are parked down (quite an incline as ours is steep) - noone on the concrete end to catch them - what turns out to be our bed head it's box hit with such force it actually split open and I can see all the foam cracked open as well. I watch them open it and bring the bedhead into the room. They do the same with one of the base boards which results in clear obvious damage to it's end. They bring all the rest of the boxes in and proceed to put the bed together. I watch them like a hawk after the first and base box crashed onto the ground. I show them the end they've damaged and warn them to please be careful.

The most sloppy careless work I've ever seen. The bed base isn't flat and "flush" with each other, the screws aren't screwed right in leaving 2 sticking out for our kids to hit against if they climb on, one part of the leather is clearly got damage on it, the leather head has two big black hand prints because they are so dirty and careless, they don't attach 2 legs on the base and when I questioned them made some excuse why you don't need them all, a small handful of screws seemingly don't need using either, they leave their packing foam mess thru' out my garage, some packaging left strewn in the garden because it was so dark and didn't look, I refused to let them attach the leather pillows and touch the mattress with their filthy hands.

We've written to Customer Service as per Company guidelines. Let's see what they do about it. I'm still waiting for the bedside tables because apparently the "ship engine" failed so delivery is much more than the 12 weeks but they wanted ME to pay for separate delivery until I threatened to ring the Head Office. They ([name removed]) finally conceded that they would deliver what they had for free and instead of charging me extra delivery for the remaining product, would cover the delivery of the remaining bedside tables at their cost.

Let me also be clear, not once before their promised 8 - 12 weeks delivery time did they call to advise how things were tracking. Only after I rang at 8 weeks when I heard nothing did they respond. Do all DeRucci stores operate like this? Very poor for a high end bed & furniture retailer!

Perfect experience – It is a perfect shopping experience,especially Heather is very helpful and experienced. We finally got a lovely bed under her suggestion.We are excited and would come back.  Show reply

PERFECT SERVICE – I purchased dining set from castle hill store. The store manager Jessica provided great service. She is very knowledgeable about all the product. It is very happy shopping experience from derucci castle hill store. I will come back for near future  Show reply

Good bed and mattress – We bought a bed and mattress in De Rucci Castle Hill store. Now we just received them and they are so...good. The sales person Heather is very patient and lovely. We tried nearly all the mattresses in the shop and finally we found the mattress which are suitable for us. We definitely will recommend our friends to buy the products from De Rucci. Very nice shopping experience!

Excellent service, very friendly and would recommend!! – I was looking for furniture and Maggie from the Caringbah store was super helpful. She is very kind and helped me find what I needed. She is very patient and answered all the questions that I had. I would recommend this store