6,358 reviews
AI reviews summary
The overall sentiment for Eureka Furniture is overwhelmingly positive, primarily driven by exceptional in-store customer service. Reviewers frequently name-check specific staff members across various Australian locations, praising their professionalism, design advice, and non-pushy sales approach. While the physical products and delivery teams are generally well-regarded, there is a distinct and significant divide between the positive in-store experience and a poorly rated "After Care" department and online ordering system.
Pros
- Exceptional In-Store Service: Staff are consistently described as welcoming, knowledgeable, and willing to go "above and beyond," including sourcing items from other states or providing styling and measurement advice.
- High-Quality Aesthetic: The furniture—particularly the reclaimed timber pieces, leather lounges, and unique homewares—is praised for its craftsmanship, solid build (often arriving fully assembled), and stylish design.
- Efficient Delivery Teams: Most users report that delivery drivers are punctual, professional, and helpful, often assisting with the placement of furniture and removal of packaging.
- Competitive Pricing: Many customers noted great value for money, particularly when taking advantage of Black Friday sales or clearance discounts.
Cons
- Poor After-Sales Support: A recurring and serious complaint involves the "After Care" or Queensland-based support team, with users reporting rude communication, refusal to honour warranties on defective items, and difficulty obtaining refunds.
- Online Ordering & Pre-order Delays: Significant issues were flagged regarding online purchases, including massive shipping delays (up to 5–6 months), lack of communication on stock status, and items arriving damaged.
- Warranty & Material Quality Disputes: Multiple users reported leather "peeling" or structural failures within 2–3 years, with the company allegedly attributing these to "body oils" or "misuse" to avoid claims.
- Strict Refund Policy: Several customers expressed frustration over the company’s insistence on providing store credit rather than refunds for cancelled orders or failed deliveries.
Verdict
Eureka Furniture is an excellent choice for consumers who prefer an in-person shopping experience and can purchase items that are currently in stock. However, caution is advised regarding online pre-orders and the company's after-sales support, as resolving defects or delivery issues can be a difficult and adversarial process.
Sharyn could not have been any more helpful - she was very patient showing us the available stock, and looking up options for what was not on show. She made the sales process very easy. Show details
My wife and I were looking for furniture for our new home. Fathima was exceptionally professional in her customer service, creative in showing us what items could go well with our themes and so patiently answered all our questions. We are delighted with everything that we have now purchased and also got the best price and product in town!! Show details
- +6
I received a coffee table that was delivered with multiple visible holes, which appear to be nail holes and/or staple marks, across the tabletop surface. These defects were present upon delivery and are not the result of wear, misuse, or damage after assembly. I contacted Eureka regarding the issue and was advised that there should be a barcode… Read more
or product identification code on the item. However, no barcode, serial number, or identifying code was present on any of the components I received, which raised concerns about quality control and product traceability.
Following Eureka's instructions, I completed and submitted the required defect documentation, along with photographs of the defects. Despite this, Eureka advised that the issue falls outside of their warranty coverage. I strongly disagree with this assessment, as the defects were present when the product arrived and therefore constitute a manufacturing or quality defect rather than a warranty-related issue arising after use.
As a consumer, I expect products to be supplied in acceptable quality and free from defects. Based on my experience with both the product quality and the handling of my complaint, I would not purchase from Eureka again.
I have since sought advice from Fair Trading and have been informed that if Eureka does not honour its obligations regarding a defective product under Australian Consumer Law, I may escalate the matter by lodging a formal complaint for further investigation.
The attached photographs clearly show the holes and defects present in the tabletop as delivered.
Reviews with attachments
Excellent service & product as always from start to finish. If you desire quality & options go here forget the rest. Show details
Deb was genuine, down to earth, informative and was able to help with design tips. We spent a lot of money on some stylish occasional chairs and ottomans. Thanks Deb, from The Grange. Show details
Excellent customer service by Sharyn , Friendly, helpful, and efficient. Sharyn was quick to assist and made the whole experience pleasant. Thank you for the great service. Show details
Had a wonderful experience at Eureka Furniture Macgregor QLD. The customer service was outstanding from start to finish. Sharyn, Charlie and McKenzie were all amazing, friendly, professional and genuinely helpful throughout the whole process. A special thank you to Sharyn for helping us with our last minute changes to the order and making… Read more
everything so easy and stress free. Nothing felt like too much trouble.
The service was prompt, the prices were excellent, and they have a fantastic range of quality furniture to choose from. We really appreciated the attention and care we received. Highly recommend Eureka Furniture Macgregor to anyone looking for great furniture and exceptional customer service!
Beautiful color and amazing quality sofa.
Staff were very helpful at Northlakes. Made sure we offered the Most competitive price. We ordered the three and the two seater. Ordered on the Saturday and we’re sitting on them on the following Thursday. Great communication also from the delivery team. First rate service. Would definitely recommend. Show details
My furniture was recommended & organised by Marita and I just love it. I was in the process of moving to Hervey Bay and was having it delivered there. The only downside was the change of delivery date 3 times. However when it did arrive the delivery men were very prompt, polite and organised. Show details
Sharyn was excellent. Strait forward , not in your face yet helpful . I felt that I could trust this person and business Show details
Been in this store many times and always impressed with the range and style of furniture, this is the 1st time I bought from here. Impressed with customer service, notification of item ready to collect and pick up from Warehouse, me and my wife are delighted with our new Outdoor chaise Show details
Loved dealing with Monica - she was amazing helping me to get exact dimensions to make sure our TV would fit (it was a tight squeeze so I needed to be 100% sure). Show details
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My Bali Hut is now complete with Eureka Furniture. So happy as it looks amazing. What a sensational transformation. Show details
We purchased a sofa from Eureka, Great service, easy to deal with and collection was simple
The ladies at Eureka morayfield were absolutely welcoming and super helpful in what I was after with no pressure. I can’t wait to receive our new pieces for our home and will happily purchase and recommend the store to others. Thankyou for all your help and appreciated :-) Show details
Our lounge suite purchase arrived in perfect condition and we are so very happy it came with 100% perfection. I was worried as i was only able to see a single recliner in store in a different colour and only able to see the sample colour on a swatch but so happy it arrived as promised in the exact colour and no imperfections. So happy we chose Eureka Furniture for our new Leather Lounge Recliner Suite. Show details
Staff were very helpful and assisted us in our purchase , order has been delivered . Good service all round. We are happy Show details
Great service especially from Deb on the day… then phone conversation with Jennifer .. delivery was very timely and delivery guys were awesome. Show details
Latest follow-ups
No refund for major fault – Sales staff were great, however, "aftercare" is a different story altogether. Our lounge had a major fault from brand new. The day it was delivered the back and seat cushions had sunk offering no back support and slack seating which also caused the… Read more
leather to wrinkle up. We requested a refund as it was a major fault from new, however, we were refused and made to take a second lounge which had the same fault plus an extra fault. The store staff recognized it was also faulty and ordered a third lounge which is also faulty from new. Still refusing a refund for this poor quality lounge.
Follow-up · There is no proplem with the recliner action, however, there is absolutely NO back support or seat support and has gotten worse over time. It is the most uncomfortable lounge we have ever owned. Also the ridge where your lower legs rest when reclined makes it even more uncomfortable and as such, sitting for extended periods is not enjoyed. The… Read more
A very Rude response – Don't have a claim with Eureka St Furniture their return policy & warranty not worth paper its written on . After spending around $10,000 over ten years when it came to claim time they wiped me like a dirty rag , sales lady was great helping me… Read more
fill out claim form saying should be ok for some sort or refund but no , no compensation , no warranty , no store credit , no pro rata nothing just a letter saying no claim bad luck . Buyer Beware if you have warranty issues .
Follow-up · Have not gone back since you knocked back my claim bad pr .
Great service with supportive advice from helpfull staff – Great service and products. Janine really helped us choose the right lounge for our house
Follow-up · Lounge chair is great. Thank you
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Positive reviews
Fantastic range and the help from Sharyn was very warm and welcoming. Quick to help and give advice without being pushy. Also handy having stock for sofas on hand with very quick delivery. Show details
What an amazing experience in customer service from a brand we love and adore! Sharyn you are and were INCREDIBLE!! You went above and beyond of what is now called customer service and gave us "good old fashioned customer service". You could not do enough for us and nothing was an issue for you. THANK YOU so so much.... It was an absolute pleasure dealing with you and your store/manager should be singing your praises. Show details
Monica at Helensvale is an extraordinary salesperson. Her genuine empathy, professionalism, and efficiency make her a real credit to Eureka Furniture. It’s refreshing to deal with someone of such a high calibre who genuinely cares about her customers and provides outstanding service. Eureka Furniture should be proud to have a team member like Monica representing their business. Show details
Negative reviews
Rudest people ever, sell you furniture that they dont have and then are EXTREMELY rude to you. DO NOT ORDER ONLINE or speak to [Name Removed], extremely rude, go to Consumer Affairs!!!!
Do not deal with Eureka Furniture, their customer service for received damage furniture is horrendous. We collected our furniture in boxes from the warehouse, required to sign paperwork before items even sighted and once opened at home identified damage to a tall boy and table. Contacted the store and they were fantastic and sent us the link to… Read more
submit the process for damaged items. The forms were completed and images of damaged boxes and damaged furniture were submitted. Their response was not our problem as it must of happened in the 5km transit home, you have got to be kidding me as you have no idea of the condition of boxed furniture clearly contained in damaged packaging with foot prints on it. Do not deal with this company.
The process and assistance of sale was excellent. However, the process of delivery was poor. Called us on the day of the agreed delivery date, denying that it was agreed, moving it for another week caused us much inconvenience. Show details
Recent reviews
Dee-Anna’s customer service was professional and caring. I was able to purchase a lovely table and she went out of her way to make the process go smoothly. I will definitely shop here again! Show details
I have just purchased a new lounge suite from Eureka furniture in West Gosford. I was very very happy with the service and the product. Dee, went way and above to help me out, and when I made a bit of an oversight on the size of the lounge, Dee sourced my replacement from Bathurst and had it delivered from there. I really appreciated her help and the service she gave. One very happy customer. Show details
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