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Buyers please don't shop here save time they are much better companies out there that would stand on their promises
Ordered a bed that came with a wrong fabric after 9 weeks of wait , complaint about the issue no one even got back
This furniture department is a mess
- NSW, Alexandria
- Verified customer
Very disappointed customers
We have had a shocking experience at Alexandria Store. The proprietor has run us around in circles. Our table was not the colour we were advised it would be and the chairs were not the wood we selected which was Vic Ash. So we had a Vic Ash table with quality issues like wrong colour lack of sanding and a big black mark underneath and American Oak on the legs of the chairs. We would not have selected American Oak chairs as we had a Vic Ash table. And no colour match any way. I have requested a refund due to this being a major failure under cons...umer law and been told no. I must accept the chairs and a restrained table to match them. The table will come in 5 months I was told. I was prepared to accept for the table to be fixed and the time it took but was not prepared to accept the wrong chairs at over $400 a chair. We started this episode in July. I also asked for the chair type and manufacturers name and was told he did not have to tell me the manufacturer and that the chair was an Aero in American Oak. I can’t find it on their website. This is totally unacceptable behaviour and shows no accountability for their errors and transparency in selling practices. I have been told multiple times how helpful they are being to me while they stone wall me. If it is not resolved soon I will start proceedings in Fair Trading. Although it is not my preference the proprietor encouraged me to take this action if I was not willing to accept his decision so it may be our only option. We have paid a lot of money in this store on multiple items and it is sad that they behave this way.
Worst online shop experience ever !
I ordered a nice Breville 4-slice toaster start of October, just to receive a message saying, they did not have it in storage and they would get back to me as soon as they had an update. When I placed my order, it was listed as available. Not a word about them backordering items (during a pandemic !). After 4 weeks waiting for an update, I contacted support and they contacted the shop for an update. A few days later I got an email from a courier company saying they had picked up my item. It arrived very fast and exactly on the day they had esti...mated. Great, I thought .... I was so looking forward to trying out the toaster, only to find out that the toaster was faulty. It can still toast, but it has issues a brand new $179 toaster should not have ! Thought about returning it, but the thought of waiting 1-2 months for the toaster to return is just too frustrating. First time I ever used Domayne and I thought it would be good with Harvey Norman as owner. It is NOT ! So, it was the last time I will ever buy from them. By the way, Domayne never contacted me with an update, as they said they would. Just an email 3 days after delivery, that my order now was completed. Nothing about leaving feedback, which is strange for an online business these days. But I guess there is a good reason for that.
Fantastic service, assembly and delivery
Fantastic service from Mouhamed and Riz who delivered our lovely Odell couch. Amazing guys who went beyond the call of duty as the couch was difficult to assemble due to a manufacturer's error. They problem solved and worked tirelessly overtime on a Friday evening to make sure that we had a couch for the weekend. You can tell that these guys take total pride in their job. They turned a difficult situation around into a very pleasant experience. Restored my faith in people. Thanks Mouhamed and Riz.
No respect for customer after sale
I bought a leather couch couple months ago at first day of receiving and assembling I found out recliner is not good and make big a impacting sound when it is closing , I called Domayne ,one of sales people took my details to send a service man to fix it but after 4 weeks no-one turned up , I called again and another sales manager promised to fix it in couple days but after 4 weeks still nothing happened.
I called third time with same sales manager she said it is not her duty for defect furnitures she named another person and asked me to hold t...
Absolutely terrible Beds and furniture even worse warranty
I spent $2000 (approx) on a kin bed and bases and it was supposed to be firm - felt firm in the shop - within 3 months it was like sleeping on two waves...the indentations we're huge, it was soft, sore and a monumental disaster. However, the real pain was yet to come. When I contacted Domayne to try to get some warranty help I got bounced around and finally found out that they shipped me off to some subcontracted (AH BEard) who were beyond appalling to deal with....
Even before they would LOOK at my problem, they had a list of 13 questions -...they wanted me to take an extraordinarty amount of photos - with and without tape measurements, lift this mattress up, over, down - I mean it was beyond ridiculous.....and then complete a survey (of sorts) - all to then SEE if MAYBE they would accept it as a "warranty" - which only then would I have to somehow DELIVER IT TO THEM!!!!!!????? for them to SEE if they could fix it and then i would have to PICKIT UP AGAIN....??? All this for a brand new $2000 mattress that should've been "good for at least 10 years" is what I was told when I bought it!!! Absolutely terrible....I couldn't be bothered jumping through all the ridiculous hoops to get my fair and just warranty so I wrote off the $2000 (Which hurt) and swore I'd never ever shop at Domayne again - BEWARE!!! What you see and try in the shop is not what you get and there IS NO WARRANTY!!! They tell you there is but in reality they make you jump through so many hoops you that THERE IS NO WARRANTY
- QLD, Bundall
- Verified customer
The products are good but getting them is not easy.
We have bought a number of items, sofa, bed, outdoor setting, oven/cooktop/rangehood. We had issues with the delivery/arrival of every item. The 4 seater sofa arrived across 3 days as there were mix ups with cushions and the 2 1/2 seater arrived on the third day.
We were told the bed was with the courier on Friday to be delivered early the next week. The following week we were told the bed would now be another 8 weeks (the amount of time taken to make the bed from initial order). We suspect our original bed ended up with another customer.
Worst online service I've experienced
Online chat is absolutely useless. Wait multiple hours to even connect to a rep, fed lies when following up on the status of your order, and then treated with contempt when admitting their error. Save your time and go elsewhere
Extremely Poor Customer Service
- Used the live chat to follow up on an order online (it had been a week since ordering and no updates).
- Live chat time expectation was out of sync (said response time would be 15 mins and it was 30 before someone contacted me)
- Provided a generic response and did not give me the opportunity to ask any additional follow up questions . Had to wait another 30 minutes before getting an answer. Next follow up question was ignored (and then I gave up and called a store... I was online for 75 minutes). Store couldn't help me very much either so ...
If I could rate minus stars I would..
I purchased outdoor dining set from Domayne Auburn. 7 out of 8 chairs were damaged, 4 cushions had marks and the table itself was also damaged. I have requested a refund as I believe they will not get me 100% quality items. It is a disgrace for Domayne to deliver such conditioned items. Do not buy from Domayne. Fair trading will fix you.
Worse customer service!
I have been waiting three months for the delivery of my furniture. Finally the driver delivers half the goods and says they don’t assemble ( which was fully paid for) on the weekend and can’t find the six dining chairs!
Sitting at home on Monday for another half day for the rest of the furniture to be delivered but guess what another call to say they can’t find it again!
Extremely disappointed with their customer service and poor communication between warehouse and staff.
Poor Communication and Excessive Order Time
UPDATE: I received a phone call from a lovely manager offering us delivery and assembly / rubbish removal as reparation for this issue. As a result I have updated my review from 1 star to 3 stars
We placed an order for a lounge valued at $5k during our renovation. We were given a 12-14wk order lead time which meant that we would be back in our house a month before the new lounge arrived but were ok with this. I have now phoned twice to get updated details on expected delivery. I was told that there had been a slight delay so it was now more l...ike 14-16wks delivery from time of order. I have just chased up again only to be told that my lounge is still 6wks away! This means that in total it will be 26-27 weeks from the time of order provided the delivery date doesn't blow out further. No one along the way has bothered to call me to discuss the delays. Covid or no covid there is no excuse for poor communication! Not good enough Domayne West Gosford
Worst customer service and organisation of a business Ive ever experienced
Never in my life have I written a bad review on a public forum- working in customer service myself it is something I always restrain from as there are other ways to point out issues, problems, grievances etc- in this instance, Domaynes lack of regard to listen to us and refusal to rectify problems has been utterly disgusting.
3 months ago, we spent over $2000 for a sofa at Domayne's Belrose Store. We have recently moved into our first place together and this sofa was the ONLY item we decided to invest in and buy new... a decision which has pr...oved to be a HUGE regret. We paid for 5 year warrantee, delivery which (as noted on the invoice) is a difficult one due to our living in a second story apartment, and all the extra's and add on's you could want when you buy your first sofa. After signing all the paperwork we were told our sofa would take between 6-8 weeks to build- as two people who have never bought or owned anything custom made were had no idea it would take this long, and considering we didn't have any furniture at the time we then had to pay extra for a loan sofa. I understand the extra payment for a loan sofa however this was the first instance where we felt like Domayne were not giving us all information in order to make more money from us. We paid the extra, were told our loan sofa should arrive that same week, and went home happy with our purchase. A few days later I had not heard anything rom Domayne about the delivery of our loan sofa which had to be organised at least a few days in advance as we both work full time so would have to organise to work from home on the day of the delivery. I had to chase this up, calling Domayne, where I was told our loan sofa would not be delivered that week at all as the warehouse was closed! I asked why this wasn't told to us when we paid for it, and then I was transferred to another person who said they would contact the warehouse and get back to me. I didn't hear back that day or the following so again had to follow up and call the store- where I was told the sofa would in fact be coming the next day. Luckily I was able to work from home and our loan sofa was delivered. Upon delivery I had a conversation with the delivery men about the difficulty they may face when delivering our custom made 3 seater sofa in 8 weeks time- something I believed they would pass on to Domayne in order to make the correct arrangements.
waited over two hours to "chat" with product specialist
I had a question about leather peeling, waited over 2 hours to "chat" - tried to liaise via other social media to no avail. Very hard to get in contact with.
Super duper customer service
Zaveed was fabulous in selling us a new Australian made sofa (so pleased to support Australian manufacturing) and a Scandie armchair. And Mohamed and his mate were fabulous with the delivery. And the whole crew at Domayne Penrith were warm personable and knowledgeable.
Terrible warranty and customer care
I am really dissatisfied and disappointed in my experience with domayne. I purchased a bed 2 years ago and for the bed head to snap last week from simply leaning against it. Mind you I spent over $5000 when I purchased it as I purchased a mattress as well. I contacted my local store West Gosford to be told tough luck you only have a year warranty, maybe you should be purchasing an Australian made bed as it seems you would need something sturdier. Completely affended by this phone call I contacted them again and tried to speak to someone else. T...hey told me again you have a one year warranty but I’ll check with the manufacturer. The manufacturer then apparently said we won’t replace it however you can purchase a new bed head for $200. How is this fair? A mattress comes with a 10 year warranty but a bed frame comes with 1 year? I can’t say I’ve had to replace a bed frame after a year or even two years for that matter. If this is domaynes standard then I can say I won’t be purchasing anything else from this company again. The quality is rubbish and I am not the least bit satisfied with the customer service or help with the company either. Yours sincerely a very unsatisfied customer.
Took 4 months for our bed to arrive
Ordered the wooden king size Jameson bed from Domayne QV back in June... Just received the bed now On October the 2nd.. after Dealing with [name removed] the sales guy at QV Melbourne central. he stated the bed would take 8-10 weeks. which would take it to August .. several phone calls and he couldn't give me much information other than COVID an saying the factory from Sydney couldn't even give me information.. Not acceptable. Customer service and follow ups to the customer need to be provided , Are you working for your customer who puts food o...n your table? or the factory? all of us who buy from these companies pay all there bills. He the factory supposedly blamed covid for parts from China. I import from china and know very well it would not take an extra 2 months for parts to arrive.. The bed is suppose to be made in Australia, its not finished good. Only pine slates, which are splinted a bit, poorly powder coated metal anchors . Lastly my Husband spoke to another sales assistant over the phone a week or so ago and she said the factory had shut down.. recently... When [name removed] didn't mention this to me over the phone.. some things don't add up. At $2400 roughly... it should be better. Wanted to buy another bed with these guys.. Honestly I don't think I will in the future unless they fix there servicing and customer service.
Poor sales staff
Told product available and to ring back in 5 minutes. I rung back 5 minutes later and was told the product was never available today. Won't ever be shopping here again.
Bought a full lounge set, come with wrong legs and while they unpacking ripped the bottom part. Waiting them to come and fix 28/06. Went domayne Aubrun 3 times called 4 times still not been fixed.
Bad delivery bad customer services
I was told delivery would be between 9am-12pm, 1:15pm now, still waiting. No phone call from driver whatsoever.
Have called 6 times but calls cut out and rang out.
Finally spoke to the 7th person who really did contact the driver and said he was running if we could re-schedule. However it was supposed to be delivered 2 weeks ago already but warehouse didn’t give the right number of pieces so that delivery was cancelled at the last minute.
So angry that I got jerked around Domayne Auburn Store so many times via phone calls and why no contact from driver if he was running late?
First time buying from Domayne and it’ll the last time.
Questions & Answers
Placed an order for a Dimplex Stockbridge Electric Fire a week ago and receieved a message saying out of stock and would be contacted about refund. Without warning, item delivered and no refund! In the meantime a similar purchase made from another supplier arrives today. I need to return Stockbridge heater to Domayne and request refund. Please inform re procedure. Anthony - [email removed] Order No. 2500025965
I bought a MSI infinity gaming computer today. The advertisement online said it came with a 27 inch curved monitor to be picked up only at the store. The computer was handed over at the Bundall store but not the monitor. They have not returned calls and they have told us we must go through MSI online but the ad specifically says it is only available at the store and our efforts to claim the bonus online were not at all successful. The store has closed and they have not contacted us. I have sent emails and after reading these reviews I am pretty sure I am wasting my time dealing with them. I would love our monitor.
As a company that is owned and franchised by Harvey Norman, you would expect better service, hey? I'm going on 5 weeks and still no refund and Domayne online is no longer responding to my messages. If you bought your item with a credit card you might be able to dispute the transaction. My bank's following up a reversal of funds now. Hope you have better luck than me, good luck!
I bought a cushion on Tuesday and when I got it home it didn’t match my decor. Can I return it and get my money back?
|Category||Online Shops and Furniture Shops||Physical Shops and Furniture Shops||Physical Shops and Furniture Shops||Physical Shops and Furniture Shops|
|Type of Furniture Offered||Bedroom, Mattresses and Outdoor||Bedroom, Mattresses and Outdoor||Bedroom, Mattresses and Outdoor||Bedroom, Mattresses and Outdoor|
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