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.
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.
- NSW, Belrose
- Verified customer
My wife & I found a great recycled oak dining table on sale and was helped by fantastic salesman Michael. He then helped us with lounges. We had tried many high end stores without luck. Michael was able to recommend high quality Australian made lounges that we were able to custom design to fit our exact requirements which was topped off with great fabric selection options. Then met franchisee Mark who personally called one of the lounge suppliers to arrange exactly what we needed. If that wasn't enough, we needed everything to be delivered to Port Macquarie - and Mark was happy to work with us and help arrange transport. Unbelievably nice and fantastic service - so we added an outdoor setting and dining chairs to the order!
$4000 outdoor table that cant be outside
Outdoor table ruined by rain and sun - after 4 months the black table had white marks all over it and was originally replaced - 4 months later the same thing happened again even after I made every effort to use the wax supplied. Im now told it was my fault that the table cant last outside and no refund given.
never shop here again.
Salesman quickly lost interest after we had purchased.
Produce delivered was not as demonstrated and unusable. Salesman did everything he could think of to prevent a refund. Then wanted to charge us nearly a $1000 for the privilege.
Exceptional after sales service
We purchased 2 lounges and they were damaged in transit. Domayne not only repaired the damage within 7 days, but also supplied us with loan couches in the interim. We also received follow up calls and emails. A rare experience in the world of customer service! Well done and thank you Domayne!
Terrible quality lounge
I was told the lounge would last 15 to 20 years. Had problems after 2 years with a collapsed seat. Which they did fix. However, the lounge started to look like rubbish after 3 years despite regular cleaning, even had it professionally cleaned. It is now 7 years old. The stitching has come undone and the leather is rough and peeling. We have teenage kids (never put their shoes on the lounge), no pets, non smokers. Disappointing would NEVER shop there again.
- NSW, Belrose
- Verified customer
Five Star Service
Purchased 8 new dining chairs on 'special' on the weekend. Chairs were in two large boxes loaded by the warehouse staff. Upon returning home, found only 6 chairs. Staff were very helpful in assisting me, and even the manager made the time to help me out personally. Replacement chairs at the "special" price have been ordered for me.
Just an update.
True to their word, replacement chairs have been picked up, and now I have the full set of 8 dining chairs. Thank you so much to Domayne Belrose, their ever helpful staff, and the Store Manager Mark, for his kind assistance.
NEVER shop at Domayne Belrose
Purchased a lounge for $3700 from FRANCES the manager on 3 Jan 2018 and was promised mid-Feb. Never heard anything until I called the (useless) customer service officer who then said 'the system is telling me end of march'. When I finally got Frances on the phone he made out as if I was lying about him telling me mid-Feb and then said read the receipt it says 8-10 weeks when I told him that the date he has given me was 11 weeks he then said 'it's just a guide'. Trying to cancel the lounge now. Absolutely DISGUSTING customer service no apologies given - when we said we were cancelling the order his only answer was 'you think you'll find a lounge in a week'.
Another Domayne experience
We found a good price for a Miele C3 online, Domayne Belrose agreed to price match, all good, my husband pays picks it up and gets home. Then my daughter was opening it up to use it. Notices that they have supplied him with the C2 at least $100 less and charged him for the more expensive one. Heads back up to Belrose and scores an unpleasant saleswoman who then asks has it been used, no, its only an hour from the purchase, and then trek over to the warehouse to pick a replacement up, no wonder its called "hardly normal" the service there was less than normal!
Verona custom king size bed
In store purchase:
We bought the VERONA king size bed. It was custom order , received within 4 weeks, amazing quality, beautifully made. Wife is very happy with it!
Marc was absolutely amazing to deal with. I would highly recommend his service and this product.
Good old fashioned service
Recently my wife and I visited the Domayne store at Belrose on several different occasions and each time we were greatly impressed by the excellent service we received.
We must thank Roger, Stuart and Majd for their assistance and professional approach to customer service. Their extensive product knowledge resulted in us purchasing a number of worthwhile items. In particular, nothing was too much trouble for Roger, his customer service even extended to carrying three very large and very heavy wall mirrors to our car – we cannot thank him e...
Avoid This Place - Worst Customer Service!!
Domayne Belrose are the worst company at customer service! We waited six months for our ordered table to find we had to send it back on delivery. The staff say they will call you back and chase up progress, but they never do! Do not shop at this store... they are all smiles for service, but once they have you sold, they avoid you when there's an issue. We demanded a full refund on our product and will NEVER shop there again. Domayne, you've lost our vote!
- NSW, Belrose
- Verified customer
Leather couch Peeling
Purchased a 2.5 seat leather couch from Domayne Belrose which was delivered April 2015.
Within 8 months the couch started to peel which was odd considering genuine leather is not supposed to peel.
According to Choice.com , this is due to the fact that there is no regulation in Australia as there is in the UK for what constitutes genuine leather so be very careful when purchasing.
We regularly cleaned and maintained it, when the supplier came to inspect they said it was due to perspiration and rejected our warranty claim. When we informed domayne that perspiration does not make genuine leather peel they took no action and were extremely difficult to get a hold of and dismissive when we did.
I ordered one Miles leather armchair and a Miles 2.5 seater leather sofa on 10/1/16. I was told about 8 weeks to delivery. At about 8 weeks I rang to confirm that delivery was on target and was told by a man that delivery was scheduled for 18 April 2016 (an additional 6 weeks)! I rang the next day to try to get some further information and spoke to a "girl" (sorry I don't like that term for a grown up but an infant would have been more helpful), who said WHO told you that (with attitude). I said "your staff did". She said no, impossible I ...will have the salesman ring you back. This did not occur on any of the 4 subsequent days until I received a call on day 5 saying your furniture will be delivered next Tuesday, which was back to the original 8 weeks. Good I thought. Hasty that thought turned out to be. Tuesday arrives and the van turns up. Armchair fits into the house but not the sofa. It is taken back to the warehouse for "disassembly, return to house and reassembly". Delivery guys tell us that this happens not infrequently. It is now Friday and after 1-2 calls per day I have been told such a plethora of improbable and contradictory tales by the "girl" which could only have been plucked out of thin air, and not based on any tangible information, that I have no idea if we will ever see the sofa again. She accused me of not having measured the item, which I assured her was not the case. I had spoken to the salesman once and he said that the sofa split in two and fitted together again quite easily and he did not know why the delivery guys did not do this. The salesman at least made some sense, but has been missing for the past two days (understandably as he works on weekends). I told Madame today, politely, that I would prefer not to talk to anybody but the salesman as he is the only one who seems to have any knowledge of what is going on and she said GREAT and hung up on me. I can only guess that she is sick of being called out for being completely clueless and trying to blame the customer. The right hand does not seem to know what the left hand is doing here. I now await some intelligence of when I will receive my $4,000 item. The chair is very comfortable and I long for the other one.
Bought Bar stools From Domayne And Found Exactly The Same One Cheaper Elsewhere
We had spent a lot of money at this store, on one occasion this weekend we bought bar stools and then found exactly the same ones cheaper at Harvey Norman. You would think that being a retail business their intention would be to keep customers happy and price match -- not so. I am absolutely blown away by their bad service and honestly people look around as you can find some product elsewhere cheaper and more importantly with better service!
(To think that we had spent thousands of dollars with this company and for the sake of price matching t...
- NSW, Belrose
- Verified customer
Belrose Domayne, worst service ever!
I purchased a White Leather Lounge from the Belrose store in early February 2015. Finally end of May 15 it arrived, (I was told it would only take 6-8weeks) The wrong colour?? I called up and spoke to the Franchisee, she pretty much told me that I was colour blind & that she has been selling that leather for the last 15yrs & has never had a problem with the colour? I go to the store the very next day & it turns out they made an error in the order! Instead of it being the Stark White that I ordered (floor Stock) I was given this beige, creamy co...lour, now who's colour blind! No apologies were made, but abuse from one of the female staff instead! The salesman then placed a call to the supplier in front of me and was told that I can have it in 6 weeks?? Well today is the 19th August & I'm still waiting. The franchisee there is the rudest woman I have ever encountered anywhere! She made NO attempts to contact me after I kept calling and asking for her. She had taken my money, but I had nothing to show for it! I ended up emailing head office letting them know of the way Id been treated, finally she calls me & still NO apology, but "we have given you a great discount & 6mths Interest free" I thought any of the Domayne stores could've done that. Lastly do yourself a favour and never step foot in Domayne Belrose, you will be treated beautifully when you place the order, but after that, all I can say is May the Gods be with you!
Domayne Belrose - not recommended
Purchased a lounge chair from Domayne Belrose in March. At the time we were told the item would be four to six weeks which we thought reasonable. Just after the four week mark I phoned to check on the order and was told that it would take at least ten weeks. Later that day, a sales member left a message saying that he told us it would be ten weeks when we placed the order.
This is most definitely not the case, had we been told that we simply would not have placed the order.Whilst the chair looked fine it certainly would not be worth waiting...ten weeks for. Wish we had read some of the reviews on this site prior to ordering. Assuming based on other reviewers experience the ten weeks will probably end up being three to four months. Not happy, would not purchase anything else from Domayne Belrose and definitely would not recommend. A bit of honesty rather that treating customers as fools would go a long way.
Domayne Furniture - buyer beware!!!
I purchased an outdoor setting in December from the Domayne Belrose store and was advised it would be available in-store in 1 week for pick-up. Five weeks and numerous phone calls later speaking to various staff who kept passing the buck or failed to get back to me I am told they no longer have that item in stock. They offered me a refund or a miserly discount of $25.00 on the last remaining damaged floor stock and Would not offer free delivery for my trouble. I only encountered one apologetic sales person during the painful chasing of my furni...ture who stated their business is currently experiencing a raft of supplier and stock issues. I doubt this is a new experience for customers based on feedback from friends who had similar stories after sharing my experience. Now I have to waste my time and physically return to the store to collect my refund which would have been handy in my pocket over the holiday season. Domayne shoppers beware!!!
The worst customer service ever. 5 times they say they will call back. Got 1. You're a goose if you think people will tolerate such appalling service. Told originally the table would take 4 weeks. 9 and a half weeks later, still not sighted & no indication when.
They failed at every turn to communicate what was happening & worse told us lies as to what was going on. & then they have the gall to say they will levy a 20% cancellation fee! What a joke.
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