good sofa, bad service
Staff were very helpful during the sale process, to choose the right sofa and finding the best deal for us.
Issues started arising after purchase.
They gave us an expected delivery time of the sofa of 4 - 6 weeks - the product is locally made so everything should go smoothly. After 6 weeks, no news from them. I had to follow up to see where my couch was. They said another 3-4 weeks. It took a total of more than 2 months to receive the couch. When it finally arrived, the legs of the couch were missing, they said they will touch base with us th...e following week —never heard from them, so I followed up with them and they said nothing was done about those legs since delivery - they were not sure what happened. They would have to order them and we'd have to wait another 3 weeks. I purchased this couch in June - and I'm still waiting to receive everything. There was a lack of help and accountability from customer service after they already had all our money - hence this is still dragging out; it's unacceptable to have paid thousands of dollars and be in this situation.
False promises and terrible service
Ordered a couch here in early January. I was promised by the sales consultant I would DEFINITELY get it in the first week of March. I told her it was going to be a deal breaker if they can't meet that deadline, and I would only go ahead with the purchase if it was definite. No problem, she says. I've confirmed it with the supplier, she says.
Now they tell me it's going to be A MONTH LATER THAN THAT.
A couple of weeks before the deadline, I rang to check a few times, and different people would pick up the phone, quoting me different (later)...delivery dates. I asked to speak with my sales consultant but never got call backs. Confused and anxious, I tried to track down my sales consultant again, only to be told she has left the business. Now I am told to expect it A MONTH later than originally promised. I CAN'T WAIT ANOTHER MONTH. And apparently the sales consultant never left any records of the promised date. Makes me think they'll tell you anything to keep a sale. I asked for a refund, but they flat out refused. The only thing they can offer is a temporary loan couch, but I am NOT able to take the extra time off work to stay home, and wait for the loan couch.
Fantastic service from Luke
Just a big thank you to Luke in the Alexandria branch (NSW)- he was so helpful, gave me fantastic interior decorating advice and went out of his way to find everything I needed. He also helped me take my heavy goods to the car. His service and knowledge was outstanding and made my shopping experience very easy.
DON'T BOTHER !
I spent over $15,000 on furniture. There were multiple mistakes with the order and delivery and 7 months on the quality is terrible and it mainly needs replacing. The manager/ owner is not interested in fixing problems or apologising for delays, wrong items ordered or wrong items delivered. No one calls you back, you basically have to give up work and take up a full time position in trying to get problems fixed and calls answered. You get better aftercare if you buy a $1 coffee from the 7/11!
I'm leaving 1 star as Andy in Bedding was amazing as was the bed and mattress but I would suggest you avoid the furniture department at all costs. You may as well take your money and set it on fire, its actually much less painful an experience.
Domayne Alexandria - Stay away!
Sold me a piece of furniture. Worst customer service I have ever experienced in my life. I have never experienced such terrible, unpleasant customer service. I am not happy. Not happy at all! I would never buy from this store again.
Easy as pie
Purchased a new king size bed frame and sleep maker mattress at the Alexandria store with the help of Som (Andy). Andy was a great listener and was super helpful and knowledgeable with his recommendations which made the buying process smooth and easy. Now all we have to do is sit back and wait for goods to arrive! Would recommend to anyone looking for a new bed to buy from here.
I have purchased a leather couch, which was around $9k. At the shop, it looked fantastic, the sales person said the couch was in the showroom for a year with constant use and it showed and promised great durability. However, after receiving it after 4 months wait, and using it for about a month, it completely changed the shape, sagging everywhere, fading. The quality is just very very poor. Considering the price I think you can get much better product else where. Very disappointing.
- NSW, Alexandria
- Verified customer
I ordered the dining table and chairs in store, and received them by domayne shipping (which charges $99).
There were 2 screws missing when I received the product and I can't assemble it.
I called the salesman, contacted them online, they replied that would contact me within 24 hours.
BUT it lasted 3 days already, nobody contacts me ! no one tried to help me solve the problem.
The dining table still lying on the floor and waiting for me to assemble it.
I tried to buy the screws myself in bunnings, and could not find any suitable one!!!!!!!!!
What *** terrible service ! and I would never buy from Domayne again!!!!
Dining Room Table
I bought furniture, cushions, bathroom Items & balcony furniture in store at Domayne. The service & delivery was absolutely wonderful.
Domayne Alexandria v arrogant salesperson
[name removed] the salesperson gave very poor customer service, was very arrogant wouldn't give us the best price domayne can offer for the items we were interested in unless we committed to buying that day then implied us and other builders of wasting their time and using the domayne display, guess what we are taking our business elsewhere, I can't believe this is the way customers are treated these days. Avoid domayne [name removed] at all cost.
- NSW, Alexandria
- Verified customer
No Customer Service-Beware
Purchased Villaroy and Boch Sentique toilet suite in January 2012 which has a ten year warranty. Soft close function failed so I contacted Domayne through their customer service to claim warranty. I was directed to an employee at Alexandria who told me that the warranty had expired and I even got an email to tell me that my case was completed. I gave him a website to show the warranty details for ten years. He said it only applied in England and the matter was unresolved again. I contacted Argent who stated that I had a ten year warranty and th...ey were happy to honor the warranty and a new toilet seat arrived within two days. Unfortunately Domayne has failed me again. They even had the hide to send me a customer satisfaction survey. Last year Domayne Taren Point let me down severely. Briefly, I purchased a Sealy king size bed from Domayne Caringbah in January 2016. Had trouble with delivery men when they damaged one single base and the king mattress during installation because they were upset they were not told about removing the old bed. After prolonged consultation with Domayne, they replaced the base and mattress. However the Sealy mattress has very poor quality and has major faults including a ridge which has formed down the middle of the mattress. Think twice before dealing with Domayne.
DOMAYNE ALEXANDRIA - I had an outdoor table that was faulty, after I called to make a complaint I was given the run around for 6 months, They did not want to take any responsibility. I ended up taking the Franshise owner of Domayne Alexandria to tribunal - I won the tribunal and I will not spend another dollar with Domayne Alexandria. The franchise owner here is giving all DOMAYNE brands a terrible reputation.
Not please with the service. Staff do not know their products or prices properly. Definitely different experience to what was expected.
- NSW, Alexandria
- Verified customer
Cheap furniture - bad quality STAY CLEAR****
Alexandria Store - bad quality bad service - empty promises to correct things. Does Gerry Harvey care? Don't think so... I would love to tell you Gerry but I can't contact you.
Outrageous customer service
Very disappointing experience, I was pressured into leaving a deposit for a number of bathroom items including a $5,000 bath, I told them I needed to check the technical specs of the bath before they ordered the product in. Once my plumber checked a few days later, it was obvious the bath would not be suitable. I informed the sales man and general Manager at Domayne and they did show me a few baths that might work that they would exchange it for but none were to our liking. I asked for the bath to be removed from our order. At this point they d...id this but charged us a $1,000 re stocking fee which later got discounted to $700 for a product not received or even ordered in, I then had to cancel the matching basin which I was also charged a further $100 re stocking fee. This is not the first bathroom i have renovated and won't be the last but I will NEVER use Domayne bathrooms again and recommend everyone try other places first and make sure you can cancel orders without penalties. For a major retailer this is outrageous behavior.
- NSW, Alexandria
- Verified customer
Everything looks great!!
I wrote a review last year saying how helpful Matt Black was from Domayne Alexandria. Well, all the furniture that we ordered mid 2016 arrived in December and because our build was behind schedule we have only just unwrapped everything and we are extremely happy. The Ivy lounge, chairs, recliners, dining table and chairs look magnificent in our new home. Matt Black was very patient with us and helped with fabric selections and style. It has all come together beautifully. Domayne held our order for a significant period of time with no problem at...all. The delivery as I noted in a previous review was without fault. We could not fault the service, the items or the delivery, it was exceptional. We would definitely shop there again. I should point out that we also ordered a lot of items from CastleHill Domayne and the service there was every bit as good. November 29th 2017 Update: Absolutely fantastic service I took my sister in law ( who has a physical disability) into Domayne Castle Hill to purchase a new mattress and base yesterday. I have bought bedding previously from Angie in bedding and prior to going there I made sure she was there. The individual attention we received from Angie was exemplary, she was so patient while we tried different beds and mattresses. We were probably there for over an hour, yet Angie showed no frustration or any indication of impatience! We purchased a bed base, a mattress, protector, pillows and pillow protectors. I will update how the delivery etc goes in February 2018. Angie deserves a bonus!!!! December 5th 2017 Update: Excellent Customer Service Bought a bed and base from Angie at Castle Hill. Service was fantastic, bed will be delivered in The new year.
Terrible after service
We recently bought the Carter Bunk Bed in King Single. This is a beautiful design however it will be the last time I purchase anything from Domayne due to their customer service. So we had to wait for our trundle that rolls underneath, therefore needed two deliveries. Not once was it stated that we will be paying for two deliveries. As it had to be ordered it we were given an estimate time. It came 5 days early so now they want to charge us that extra $79. The bunk bed came 4 weeks later and has marks all over it! Yet they take no ownership the...mselves and just blame it on the manufacturers. I'm really upset over this, and am now not surprised that their customers are walking away. Domayne should be reading their reviews and doing something about this. Such a shame as the bunk bed is really lovely!
Terrible after sales service with faulty/damaged product
Purchased an expensive outdoor setting (close to $4500). Floor staff was absolutely lovely and obliging. Setting delivered damaged/faulty. Within minutes we called Domayne Alexandria to advise. The furniture customer service contact asked us to take photos and send to them. Did this, but apparently our photos were not to be trusted so the supplier had to inspect the setting otherwise Domayne couldn't do anything (very surprising to me that the supplier had to view not Domayne). I obliged as I had a partially unpacked setting on my balcony ...which I could not use and had to entertain friends and family that weekend. Supplier came out and noticed straight away from a distance there was a problem (besides chips and scratches the aluminum chairs had very crooked legs). He advised it was probably the delivery peoples fault. However, he only reported on the problems that could be blamed on transport/handling damage - not manufacturer fault. So the table that had sort of dents (that's what I would call - looks more like a manufacturing fault as it was on the extension leaf of the table that could not have been dented in transport) was reported to be fine. Again Domayne did not take my word and said the supplier said it was fine (except for the missing bolt! - yes, there was also a missing bolt when he opened up the package to put the table together). I am shocked that firstly they did not accept our photos as evidence and secondly that no Domayne rep came out to see for themselves the problem but sent a third party. Having had enough I had asked for a refund only to be told they only had to offer a replacement and there would be no refund. I have called Domayne Head Office and am awaiting their call back to see what can be done. Beware buying expensive furniture items from Domayne Alexandria unless you can view the actual pieces you will be receiving and perhaps organising your own transport. Will keep you posted as to what head office do (if they return my call).
Terrible service and terrible product
Terible service as well as product. The sales rep promised delivery in 6 weeks. We waited nearly 3 months. The quality of vertical blinds is as bad as their service.
The weight thingies at the bottom of the blinds are not sewn in they have to be individually adjusted and pushed in every time the blinds are opened or closed. Very annoying and won't let you forget how ripped off you were for the life of the blinds.
- NSW, Alexandria
- Verified customer
Extremely poor customer service
In mid April I ordered two expensive (for me) couches in store at Domayne Alexandria. It was a very pleasant experience, and the Floor Manager could not have been more helpful, even allowing me to take fabric samples home overnight. The couches came promptly, as promised, 5 weeks later.
However the cushions were not the design I had ordered, and when I phoned I was reassured by the young Floor Manager (name known, but I won't disclose it here) that he would attend to the error right away.
I waited patiently for 6 weeks before contacting the...
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