Early Settler VIC

Was given incorrect information by manager on a light costing $100's. Mistake only discovered as electricians were installing. Mistake meant roof had to be lifted to install. Contacted manager who acknowledged her mistake, later tried to cover up her stuff up and refused to compensate. Shocking retail service. Show details

We purchased a wooden carved stool at Frankston store and have requested it to be shipped to Fountain gate store in Narre Warren. They have accepted and then didn’t ship inspite of us saying that it’s urgent as we have an event. We were then asked to pick up from warehouse and subsequently asked to come back to Frankston store to pick up the stool… Read more

from display. It’s pretty bad customer experience and looks like they don’t really care about customers. I would never buy anything from the store again.

Table construction – Bought Fulham round table very pleased with product. Problem is screws all break when screwing into table drilled pilot holes and still had problems. Fitted new screws and no issues. Still happy with table Show reply

New sofa – I bought the 2 seater Hugo sofa with the ottoman,the most comfortable sofa I have ever sat on. The staff were fantastic ladies, the delivery was excellent, on time they set it all up and took away the rubbish. I could not be happier. Thank you Early Settlers Show details ·  1

Blown away by customer service – I bought a desk and couldn’t put it together. A lovely fellow from the shop came to my house (free of charge) to put it together. It was such a kind and lovely thing to do. I was blown away by the customer service. They are really great people willing to go above and beyond to help. Show details ·  1

Please train your male staff to acknowledge and apologise to the customer when there has been a mistake or any kind of inconvenience with regards to the purchase. Show details

Hi, l encouraged my Elderly Grandmother to buy one of their vintage looking dinning settings. BIG MISTAKE. Around three weeks after the warranty ran out a massive split ruptured in the top of the table. We returned to the Bendigo Victoria store, they said, we can't help you.They don't care about regular customers, my Grandmother is 89 years old… Read more

and l was horrified that they ripped her off with her limited funding from her Pension, just before her sick husband died. To be honest, l would have not cared if it was me (l hardly ever leave reviews about anything,) But my Grandmother is so kind, and it still makes me Angry.

Bought the Oslo table and matching bench seats in June. Extremely poorly constructed, very cheap, the table gets damage and scratches with each and every use. I would define it as not fit for purpose as you need to be that precious with it it’s impractical. Staff were not helpful or interested in my concerns. I wouldn’t buy from there again. Show details

It has taken significant emotional energy to write this feedback. My recent experience with your store has been extremely distressing, and even recounting it brings me to tears. I am currently in a healing process, and this situation has added to my emotional burden in a way I did not expect when making what should have been a simple purchase for… Read more

my new home.

To begin, I would like to acknowledge that the first staff member I dealt with in-store was polite, helpful, and clearly customer-focused. I want to thank them for their professionalism.

However, what unfolded afterward was deeply upsetting.

Delivery Address Error and Poor Response

When I purchased my items in-store, I specifically updated my address. I was assured it had been corrected in the system. The initial delivery was scheduled for the 13th of June but was postponed to the 20th, which I accepted. On the 18th, I received a text confirming the delivery. I briefly glanced at it while at work and later that evening, when discussing it with my partner, I realised the address listed was incorrect.

I contacted the store the following day to update the address. During that call, I spoke with a different staff member, not the one I had initially dealt with. I explained the situation and expressed my frustration. Instead of acknowledging my concern, I was met with a dismissive attitude. I was told it was a “human error” and that “these things happen.” While I understand mistakes can occur, I was an upset customer trying to ensure my delivery went smoothly, and I felt this response was unnecessarily antagonising rather than empathetic.

The Delivery Experience – Unsafe, Dismissive, and Disrespectful

On the 20th, I took the day off work to be home for the delivery an inconvenience, but one I accepted because I was excited to receive the items I had thoughtfully chosen to complete my new home.

When the delivery team arrived (two male workers), I greeted them and showed them where I wanted the items placed. One of them quickly stated that he didn’t think the items would fit through the front door. They measured the door, confirmed their assumption, and without even attempting to bring the items off the truck—not even the mirror, which absolutely would have fit—they said it wouldn’t work.

They did not try the garage door. They didn’t take the items out of the truck at all. I even have footage from my door camera confirming this. They appeared to be in a rush and I overheard them receiving a call from their boss about being late for other deliveries, which likely influenced their rush to leave.

When I suggested trying to bring the items in without the boxes or through another entrance, they refused. They told me I was being “too rude” and abruptly closed the truck and drove off—with the items I had already paid for. Their behaviour felt aggressive and dismissive, and I was left shaken and in disbelief.

As a woman standing alone in my own home, I felt intimidated and dismissed. I strongly believe that if my male partner had been the one speaking to them, they would have acted differently. I don’t think they would have ignored him, talked over him, or refused to even try. The power imbalance of 2 man against a women and their complete unwillingness to even try felt deeply gendered and left me feeling unsafe in my own home. This is something I strongly believe wouldn’t have happened if I were a man.

Inappropriate Customer Service Response

Immediately after they left, I called the store in distress, crying and shocked. I tried to explain what had just happened. Instead of compassion, I was again met with a dismissive and antagonistic tone. The staff member claimed I was “yelling,” when in fact I was in clear emotional distress and if phone call is reviewed, I stated I was upset at the situation not targeting the staff member.

At no point did he try to show any empathy or understanding. I wasn’t calling to attack anyone.

When I tried to explain that the delivery had already been delayed once and now was being refused entirely, he argued that it hadn’t been delayed—completely ignoring the voicemail I had received from your team confirming the reschedule. Again, instead of helping calm the situation or offering reassurance, I felt this staff member escalated my distress. At no point was a trauma-informed or empathetic approach applied.

Ongoing Impact

I had to call my partner, still crying and overwhelmed. He also tried to speak with your team, but we were told there was no manager available and to call back on the 22nd.

Since then, I’ve had to visit my GP due to the emotional impact of this experience. I’ve taken personal leave from work for the rest of the day, which I had not planned for and which has placed additional financial strain on me. I felt unsupported, unsafe, and disrespected, not just by the delivery workers, but by the store’s handling of my concerns.

To add further insult, the store accepted the delivery team’s version of events over mine, despite me having video evidence that the items were never removed from the truck. Logically, if they had genuinely attempted to deliver heavy items and encountered a “rude” customer, would they really go through the trouble of putting everything back in the truck neatly before leaving?

While I understand that a refund is being processed, I want to be clear: that is the bare minimum. What I experienced was not just a logistical inconvenience it was a distressing and gendered experience that left me emotionally harmed, unsupported, and completely disillusioned with Early Settler.

This review is part of my own healing, but I also hope it serves as a wake-up call about how women can feel unsafe and dismissed in these types of situations. You need to ensure that: • Delivery teams are trained to be respectful, patient, and not rushed. • Your staff are trained in trauma-informed customer service and de-escalation techniques. • Complaints are taken seriously, especially when there is supporting evidence.

This situation should never have escalated the way it did. I hope you take it seriously for the sake of future customers.

Following a significant purchase in store at Hoppers Crossing store (XING) paying deposit with an agreement to pay in full upon items arrival, I was extremely disappointed with follow up service from an unnamed male CSO on two occasions. An arbitrary delivery date had been set by XING store to enable delivery fee added to invoice. No further… Read more

contact until a phone call from a male CSO from XING store with a heavy European accent advising refusal of delivery due to no payment. I was spoken over, unable to explain the agreement, unable to negotiate alternate delivery date and left to end the phone call due to a circular fault blaming attitude for the CSO who seemed incapable of comprehending my limitations on a delivery date being a Wednesday. I attended the store spoke to a female CSO and booked for a Wednesday AM fortnight delivery enabling me to swap a shift at work to PM. Day of delivery I received a message advising a PM delivery. Due to NPH I called the XING store cancelling delivery and I spoke again with the male CSO with Eurpoean accent; he dismissed my situation, declined to listen to my concerns or help me work through concerns or offer any work around options. I was dismissed and told the issue is with me and it was my responsibility by purchasing the items to be available for delivery. The male refused to provide me with his name when I requested it telling me " I may or may not send you an email that may or may not have my name on it and I said my name when I answered the call I can't help if you did not hear it" I never received any communication from this male. I called head office who easily had a solution. I work in a service industry and was extremely disappointed at the approach of this male on two occasions. Due how he treated me I will never attend, or purchase form Early Settler Hoppers Crossing store again. If I could have cancelled the order I would have. The items are tainted by the experience. How disappointing.

I have purchased from this store once and after my experience there I will never shop at Early Settler ever again! One employee I dealt with was extremely rude from the minute I walked in and had no clue about their own products. I went in to purchase a particular item; I showed her a screenshot from their website; she told me I had to place a… Read more

special order for them and when I showed her the website showing stock available I got attitude from her and the whole “I don’t know, I don’t run the website” then walked off on me while I was talking. The product I was looking for was next to the counter! She then refused to serve me at the counter; all because I pressed her on the availability of their stock! Worst experience in a store I’ve ever encountered! I put in a complaint with their customer service and was told I’d get a call from their regional manager, still waiting….. months later. Customer service is clearly not important to them; they’ve proven it by not following up. You don’t deserve my money; I’ll go elsewhere!

Delivery price doesn’t include good service – I have had two deliveries from the Warragul Early Settler store. Both times (2 different delivery men) have basically dumped a couch and the Chelsea pantry on my floor, wrapped up in cardboard like a mummies!! And they said they have NO time to help me unwrap it and set it up in the correct position. What did I pay $90.00 for each delivery for???… Read more

Both pieces of furniture were very heavy and took a long time to cut away the cardboard and plastic wrapping. I have no complaints about the furniture, just the crummy delivery service by young men who didn’t care. (I think the store out sources its delivery service, from what I was told in-store. The retail people are very nice and helpful). I have had to ask kind and strong neighbours to help me stand the furniture up and position it, FOR FREE!!!. Other local furniture stores I have bought from in Warragul have a much better in-store delivery service. It’s the worst I have had the displeasure to experience in this town. It’s also the most expensive furniture delivery service, not worth the $90.00. Where’s the customer service in delivery??????????????? Please improve it for future customers.

AMAZING AMAZING – I purchased a print from the Preston Store but not realising how big it was it was too big Asked for a refund no questions asked my full refund was put into my account after 2 days. This company’s staff are so professional, helpful and supportive. Will definitely recommend this AMAZING store. Many many thanks Show details ·  1

Horrible customer experience at Warragul store – Please avoid Warragul Store if you can. Ordered 8 dining chairs over the phone and Manager ([Name Removed]) gave a bit of extra discount when asked. He mentioned that the chairs are cancelled order and hence on special but brand new in box. However at pickup the other manager ([Name Removed]) dealt with us in a very rude way. She wasn't pleased… Read more

to talk to and asked us to collect the chairs from storage without any assistance being offered.

At the back when we noticed that the chairs are not brand new but used and dirty, she said at special price this is what you get despite they promised brand new chairs. As we came long way for the chairs and we really needed them, I told her that I am okay to compromise if you could simply replace at least 3 of 8 chairs with the display unit and she simply rejected my proposal saying I am not putting dirty chairs on Display. So, they can sell dirty chairs to customers but can't keep them on display.

I refused to collect dirty chairs and asked for refund. She refunded the money minus service charge. Who does that? The chairs were not even out the store. We travelled over 70km for the pickup and the way she treated us was really horrible.

I hope I do not encounter such unethical, low-value individuals in my life again.

Sofa condition in less than 1 year of purchase – Do you want to know how your sofa will look like after a year , then following comment could be the future of your sofa. I bought a sofa almost a year ago from Preston store, soon after that I went away interstate for work and came back and used the sofa for only eight months. it started squeaking and making some structure failure sounds for which… Read more

I contacted early settlers chat and they straight away with no questions offered me $200 and asked me to get the sofa fixed myself which sounded so irresponsible of them. They gave me an option that they can send there tech after I told them that the sofa repair will cost more than what they are offering. so I opted for a tech to comedown and fix the sofa. tech came and confirmed the squeaking sound and just sprayed wd40. he confirmed that the sofa padding has sagged and the back cushions have sagged too but they do not have any approval to refill it from early settler. they did not mention anything in there report about the sagging and asked me to contact early settler if I dont hear back from them. I contacted earlysettler to take a followup , they mentioned that they cannot do anything about it as this is considered general wear and tear. so here is the answer from earlysettler that they confirm that there products will only last less than a year and will not do anything about it as they consider it general wear and tear. I literally can feel the Frame of sofas under my thighs when I sit. the foam has lost its softness. I asked them where can I complain about it, they did not give any information about the complain procedures.

I will post pictures in my next review

Great customer service – We bought two vanity units and some of the holes were smaller than shown in the specification. We spoke to Tess and Jenny and they assured us that the problem would be fixed. They found a stonemason who could fix the issue and he rectified it very quickly. We were very impressed with Tess and Jenny's customer service and the speed in which Early Settler fixed the problem. Show details ·  1

Happy customer – "Knowledge of product Listening to my needs Keeping my budget in mind Not pushy or upselling Such a friendly warm lady that made the experience fun" Show details ·  1

Great product and friendly team – I brought a queen bed and bedroom setting. The product is good quality, the process was easy, the help was friendly and nice. This setting came quickly from the warehouse, it was easy to assemble and looks amazing. Show details ·  1

Lies, extra long delivery, and item received BOTH times damaged – We ordered a table and chairs from Early Settler Mornington in March 2022. The staff told us the items were made in Australia - turns out they are not, they are made in Vietnam. They also they told us delivery would be May, but it finally arrived in August - and it arrived damaged. They offered $170 store credit - like we'd be happy to have a… Read more

scratched dining room table?? We told them we wanted a replacement table which they sent finally in December - also scratched! Still they want to offer a measly store credit - why bother, we'll never shop at Early Settler again. Lies, ridiculous delivery times, and store credits which are equally ridiculous. If you're going to order something from Vietnam or China order it directly yourself instead of using these people - why waste all the extra money dealing with people who are going to lie and add 300% + to items

Extremely frustrating to deal with – I ordered an outdoor setting around October last year. I was told that I would have it around the 13th of December in time for Xmas. I called that week to be told that it was now going to be the first week of January. I have just called again today and now being told mid Feb. absolutely disgusting customer service when I am the one having to… Read more

constantly chase it up. Not once have they contacted me to let me know about the delay. I’m extremely frustrated especially when not being able to have people over for Xmas etc as I have not outdoor setting and keep getting told the incorrect information

Brilliant Service from TK and Finn at Early Settler Moorabbin – I dropped into Early Settler to have one of my regular looks around as I love the store. In this instance I was delighted to find a bargain in the clearance area. However just as important, if not more so, was the fabulous service provided by TK and Finn which extended to TK taking the item to my car for me. Thank you so much and kind regards SR. Show details ·  1

Purchased an Armand Display Cabinet in February & it is July & still have not received it – Ordered this product in February through your Traralgon store & was told end of March arriving in stock. It is now July & the display cabinet hasn’t arrived. Very disappointed. Show details

Not Happy – Shopped with early settler for years and normally satisfied with the service and product. My husband went in today to express his disappointment on the issued with our couch in which is under 12 months old . He was told after the salesperson spoke to the manager to ring the company who treated it , nothing to do with the treatment, it’s the… Read more

quality of the couch . The run around has started , you can sell them , take our money and not take responsibility or give no service when needed , not happy

Persistently Below Average Customer Service – I am a regular customer at Early Settler Hopper Crossing, Victoria. Twice I have had a horrendous experience with the women on the front/reception desk. They are two middle aged women who are usually there on weekdays, their customer service is pathetic. They have no etiquette or manners. They behave rudely and are extremely unhelpful. I have… Read more

their names as well, but I will refrain from writing those down, although the way they have treated deserves a proper apology from a regular customer.