20,578 reviews
AI reviews summary
The overall sentiment for Fantastic Furniture is highly polarised. Customers frequently praise the in-store experience, citing helpful staff and the affordability of stylish, budget-friendly furniture. However, a significant number of recent reviews highlight a severe divide between physical retail and online operations, with the latter plagued by delivery failures, poor communication, and difficult refund processes.
Pros
Cons
Verdict
Fantastic Furniture is a reliable choice for budget-conscious shoppers who can visit a physical store to inspect quality and manage their own transport. Consumers are strongly cautioned against using the online store due to systemic issues with third-party couriers and a customer service department that often fails to resolve delivery or warranty disputes effectively.
Absolutely terrible experience with fantastic furniture. the rug looked NOTHING like the photos online. completely different colours, flimsy quality, terrible print and cheap-looking and honestly gross in person. The listing photos are heavily edited and extremely misleading. Customer service was just as bad. No real help offered, slow responses,… Read more
and they hide behind a generic return policy even when the product is clearly not as described.
Be very careful ordering rugs online from them. What arrived looked like a completely different product. Terrible quality, terrible service, and a very frustrating experience overall. Tried to get some customer service and return the NEW product, it's so bad they don't even want it back haha. Now i have to go the long route of a bank dispute and lodge a complaint with the ACCC. their trust pilot is plagued with 1 star reviews. Pretty bad marketing strategy, instead of helping customers, they refuse. customers share their real experience and they lose thousands of dollars due to poor service and poor products.
circumstances and a slightley late delivery led me to request a refund. Fantastic furniture , turned out to be just that . Thankyou , will be shopping instore soon. Show details · 1
Horrible service and misleading products. Do not order online!!! The rug I received looked nothing like the advertised photos. The online listing showed a soft pastel pink rug with clear floral detailing, while the actual product was dull, faded, discoloured and extremely poor quality. The material was flimsy and looked cheaply printed compared… Read more
to the heavily edited product images used online.
As you can see from the comparison photos, the colour and overall appearance are significantly different from what was advertised. I fully intended to keep the product, however after opening and inspecting it, it became obvious it was not as described.
I was only slightly outside the 30-day return period and was refused a refund despite Australian Consumer Law and ACCC consumer guarantees applying where products are faulty or significantly different from their description.
No reasonable remedy was offered. Customer service from [Name Removed] and [Name Removed] was terrible, emails were ignored and nearly two weeks passed without proper responses.
I am now lodging complaints through the ACCC process and dispute with my bank due to the lack of resolution.
Hi J C, Thank you for bringing this to our… Read more
Reviews with attachments
Extremely happy with my new dining table. Ordered it on the Monday and it was delivered and assembled by Thursday! Show reply
Easy to put together. Great instructions. Good value for money Show reply
The Albury staff are great. Always polite and helpful. I was able to find space saving, affordable dining chair options. Show details · 1
Great little side table, very solid. Easy to assemble with just a screwdriver Show details · 1
I absolutely love my new lounge. I've been wanting it for months. It actually withstands my cats nails and fur better than a fabric lounge. I thought I'd need to put plastic protectors but no need to. It's comfy as. Firm but not hard as a rock. Beautiful colour. I did have to assemble myself, joining the sides to the back was abit fidgety but overall it is doable. No regrets buying my lounge. Cat approved. Show details · 1
I was looking for a chair to place in my dressing room. This ‘Jonnie’ chair is perfect Show details · 1
Great set of draws perfect for what I required them for Show details · 1
Excellent service and advice from Bill in front of house and an easy pickup out the back. Assembly took a while but no problems encountered. Very happy with enhance desk Show details · 1
Staff were very helpful with good product knowledge.. Furniture arrived in time stated and looks very good .. very happy with all aspects of the puechase Show details · 1
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We visited Fantastic furniture at Warwick Farm to purchase a new lounge and when I saw the Heston sofa I just wanted to sit on it. The recliner and built-in USB are a great inclusion and the fabric is so soft and the colour is perfect. The sofa was delivered 3 days later and was no problem putting it together. The customer service delivery and quality of the sofa is 10/10 Show details · 3
We found the table we wanted quite easily on the online store. It was a Delta side table 3 shelves black. It was easy to navigate the site and place our order. The order arrived aerlier than expected at the Tuggerah store and pick up was smooth. Neatly packaged, all parts were there in mint (new) condition, clear instructions and easy to assemble Show details · 1
Amazing store and friendly helpful staff overall. I had the pleasure of having Darlene find all information I needed and more. Genuinely cares about people and full of knowledge I would never have asked about or known if it wasn’t for her. Show details · 1
Easy website to navigate. Products are exactly what is advertised and delivery was right on time. Show details · 1
Beautiful little couch but assembly was a little bit of a problem as one of the brackets was a little out which meant it wasn't stable but that got sorted. Show details · 1
Great Service from the moment I walked in the store by Kim to the lovely delivery guys. 10 out of 10 Show details · 1
Latest follow-ups
Office/gaming chair – Office/gaming chair price was good, chair is quite comfortable (6 weeks or so) collection was prompt, happy overall easy to assemble Show details · 1
Follow-up · It's been 2 years now and it has held together well. armrests are adjustable both vertically (good) and they can spin 30 deg outwards, ( I guess for access in tight spots, but most won't use it) Back support is ok Cushion could do with a little more for long sessions, I actually just use a towel, gives it just enough extra and protects the seat but a thin cushion on top would be perfect for most people.
Outdoor Rug – Website easy to navigate, click and collect option good, lots of choices for an outdoor rug, friendly staff and the product looked as per the website. Very happy. Show details · 2
Follow-up · Still using this rug - its good quality, can be swept, vacuumed and cleaned very easily. It's on a covered balcony now and gets a small amount of rain on the edges. Dries quickly and mark come off with a quick wipe. A great product!
Rearranged their shop lol, was lots of fun choosing – Great fun staff, easy purchase with pickup!! I enjoyed my shopping experience Show details · 2
Follow-up · Couch still going strong, very comfortable , the dog even sleeps on it and it’s help up well with that too!! Very easy to clean
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Positive reviews
I would like to commend Sophie for her truly outstanding customer service. From start to finish, she demonstrated exceptional professionalism, warmth, and a genuine commitment to ensuring a positive customer experience. Her product knowledge was impressive, allowing her to answer every question with confidence. Sophie made the entire process… Read more · 1
seamless and enjoyable, consistently going above and beyond to deliver a high standard of service. Her dedication, expertise, and customer-focused approach left a lasting positive impression. It was an excellent experience, infact have been back twice to make additional purchases.
Had a great experience at the Coffs Branch. Lisa was great to deal with. I do have an issue. I purchased a Reuben 3 seat sofa lounge which was delivered this week only to find out that the same sofa has been reduced by $400 this week. It's disappointing and I am considering returning the product. Show reply
Ordered a coffee table from Fantastic Furniture on line, super seamless and so easy. I was kept informed at all times for my delivery process. Everything that was promised was accurate and the delivery team were so lovely. Don't hesitate. Show reply
Negative reviews
Absolutely Terrible. I had not heard back on a delivery date after ordering 5 days ago (3-10 days delivery was advised), I asked for an update, and they advised they have oversold, and would refund in 7-10 days! What a joke, they are a digital company, clearly not able to refund customers immediately... off to Amazon I go! Show details
Hi Martin, thanks for taking the time to… Read more
⭐☆☆☆☆ This was my first time ordering a bed and mattress from Fantastic Furniture. I’ve ordered other things bedore and ALWAYS get a deliver day. For this product Fantastic Furniture apparently uses multiple different delivery companies and only provides a 5-day delivery window. Customers are expected to just hope they're home when the delivery… Read more
arrives.
What makes this even more frustrating is that if nobody is home, the items will be left outside. In my case, one of the items weighs 221kg, making it impossible for me to move it inside by myself. I also don't want a bed and mattress left outside during winter weather.
When I contacted customer service to ask if they could provide a delivery date (like normal) so I could arrange to work from home. I was told they couldn't do that because they use multiple carriers and it’s my fault for not reading the fine print. The response felt dismissive and unhelpful, with no attempt to offer a solution. (Especially how preciously I’ve always been provided with a delivery day)
At this point, all I can do is hope I'm home when the delivery arrives. Based on this experience, I would be very cautious about ordering large furniture items from Fantastic Furniture in the future if they have changed their delivery methods.
I have attempted to engage with fantastic furniture before posting and got told nothing they could.
Hi Samantha, Thank you for taking the time… Read more
I purchased an item via click and collect. I was sent an email and a text telling me the item was ready to collect but when I arrived at the pick up point I was rudely informed that I was lucky someone was there as they usually don't operate on that day. I followed all instructions given and was treated as if I was in the wrong. Show details
Hi Di. We’re very sorry to hear about your… Read more
Recent reviews
Zero stars - they have the worst after sales service that try to frustrate out of asking for a rightfully entitled credit. Really bad strategy that just damages the brand. After this experience I will never buy from 'Fantastic Furniture' again. My new bookcase was damaged in transit and could not be put together. Over a month to get a refund. They are inches from bankruptcy I think. Show details
Hi Tim, thanks for taking the time to share… Read more (+2 replies)
Niva bookcase. Disappointing customer care. We followed the manufacturers instructions to the letter. Picture in step 16 showed no evidence or signs of bright orange tape, which apparently had to be kept on niva bookcase with 1 drawer. When tape was removed the veneer came off. Despite sending several emails and three phone calls to manager at… Read more
Maribynong, I was told there were no spare parts and its bad luck. When I mentioned issue with lack of information in instructions, manager replied " perhaps you can learn from your mistake" I asked for the matter to be discussed with warranty manager and its been a week and no response.
Hi Lucy, thank you for bringing this to our… Read more
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Hi J C, Thank you for bringing this to our… Read more