Product assembly very easy to do and instructions very clear
Great value for money. Large variety of modern, contemporary & stylish furniture. I've been a fantastic furniture customer for many years and will continue being for lots more. The price is right.
Words you can trust about furniture
I recently purchased bunk bed , mattress and tv unit. I am really happy and thankful to the service they offered. In compare to other brands quality service one can trust
Incredible value for money. Stylish, modern, contemporary furniture. I've been a customer for years. All the furniture I've bought has passed the test of time extremely well. FF will always be my first port of call.
Excellent value for money.
Very affordable and reasonable quality furniture, Staff was very helpful, assisted me in finding right sized book cabinets. Store is colourful and tidy. It was a great experience. Highly recommend this store
Duke Chaise Warranty Rort
Bought the 5 seat Duke chaise with chocolate micro suede fabric. Purchased June 2014. Like many comments here, I concur with the lack of quality of the cushions they are terrible. Cushioning (internally) actually splits apart which creates the horrendous sag. The seat cushions also move out all the time requiring you to CONSTANTLY rearrange and put it all back together. Super annoying. But the real issue for us was the webbing. It’s pilled and freyed so poorly, that it has actually created 2 significant holes exposing the internal foam on the base. This has been an issue for sometime, but it was the holes in the webbing that prompted me to attend and sort this as I did not want this to escalate once I became aware of the issue.
Returned to the store with photos and descriptors. Spoke with [name removed] who knew exactly the issues I had - so clearly my issues are not unique. She retrieved my receipt from the computer and we discussed the warranty period - I was told 6 years and she mentioned that for the webbing it’s actually 10! I enquired on how we go about it all as I was concerned about being without a lounge whilst it was being repaired. I was then advised that no, it would be replaced. Fantastic!
I then enquired if it was possible to have a change in fabric, as I have been less than impressed with how her chocolate micro suede has worn. It looks tired, the colour has significantly faded and it just has not worn well. We certainly are not hard on the lounge as it is only my teenage son and I and I work 60+hr weeks and he has a full schedule so our actual use of the lounge is certainly not what I would consider heavy duty, nor is it positioned in a spot where it gets direct sunlight on it to explain the fading. Not to mention I also had the fabric protection add on when I initially purchased, so I simply put the fabric is simply not great quality.
[name removed] said that this would not be an issue and spent a decent amount of time with me going through the fabrics in the price range that matched my current style and explained how they discontinued the Duke but the Drake model they now stock was the equivalent of. She also explained how all the fabrics have now changed and improved as well as the construction of the lounges and most importantly, the webbing has changed - Fantastic!
So we go through the whole thing, settle on the fabric choice and get all the details sorted for the claim. I email through the photos to the store, there’s an issue with the internal server at the store making the receipt of my photos (I had a significant number as there was quite a few issues and I was wanting to get the issues as clear as I could in the photos.) I resend the photos again later after leaving the store as after leaving a number of hours later, they had still not come through. [name removed] advises that we simply need to wait for the claims department to approve the warranty claim and they would then move forward getting the lounge made and delivered to me, taking the old one away at the same time - easy!
After a week I notice that I’ve had no response from the store regarding the photos being received, so I go in [name removed] once again is on the counter and she confirms that the photos came though, but still has no word on the warranty. She made a mention of my wanting the chocolate suede lounge and it’s clear there’s confusion on the fabric, so we go through the process again to confirm the fabric I want on my replacement Drake lounge. That’s all confirmed. At this point, there is another staff member [name removed]? He sees the photos and says - ‘geez what did you do to it?’ At this point I was a bit shocked by the comment and accompanying look on his face. So I respond ‘I don’t know, used it as a lounge was probably my first mistake’ - with full sarcasm intended in my voice.
Anyway, it is advised that as soon as they know anything else, they will be in contact. I leave.
4 1/2 weeks later, nothing. So this last Friday (22/03/2019) I call and speak with a gentleman on the phone, I advise that I have a warranty claim and could I find out it’s status as I have heard nothing. I ask if [name removed] is available, apparently she is at lunch. But I am told that [name removed] handles the warranty claims, but he too is at lunch. He advises that [name removed] will get back to me in 30 mins.
4 HOURS later I get a call from [name removed] . She states that the warranty has been approved on the cushions and they will be replaced. However my claim on the webbing has been rejected as the ‘empress’ only has a 12mth warranty and therefore that has expired. Naturally, I’m terribly confused. I say no, I was CLEARLY told that it was a 6 year warranty when I bought the lounge and in fact I know of no lounge on the market that only has a 12 month warranty and if it DID only have a 12mth warranty, I would never have purchased in the first place.
[name removed], then reads exactly what the claim department has written to me, once again mentioning an ‘empress’. I ask her what this is, as I have never heard of the term. [name removed] states that she has not either and does not know. Further, she states that she too was surprised by the response and has already replied requesting further information. By this point, I’m naturally, quite upset and angry. I then advise that I was going home to look up my warranty information and I would be taking the matter further as I did not accept the claim that it was out of warranty.
I go home and get all my receipts out which are stapled to my warranty book. However, this is only the warranty information for the additional fabric protection I purchased, not the lounge itself. So I proceed to look online at the company website to see if I can find anything there. Delightfully, there is a page regarding my warranty I click on the warranty terms for purchases made prior to September 2015 - as this is my warranty period and sure enough, there’s the 6 year warranty and [name removed] was right! The webbing IS covered for 10 years! BUT this only covers lounges marked ‘AUSTRALIAN MADE’, for those not, the warranty term is only 12months. I go ‘oh my god, I have no warranty that must be what they are talking about’ and sit down VERY disappointed.
Whilst sitting and being quite upset, I get thinking, and remember that when I bought the lounge I had to wait 6weeks for it to be made, then naturally I realise that if I’m waiting for it to be made, it must be getting made here, so I jump up take the cushions off lounge looking for a manufacturer tag. Sitting there on the webbing right next to the tears, is the tag and front and centre on the very top of tag is the AUSTRALIAN MADE stamp with the accompanying triangle kangaroo logo. I grab my phone and immediately take a photo, ensuring that the information is very clear to see. Clearly, my lounge meets the 6/10yr warranty condition.
Immediately, I begin writing an email to the store - addressed to the store manager and go into the whole warranty rejection issue and include the warranty information copied DIRECTLY from their website. Additionally I include the photo of the tag and very clearly state that I was the matter reviewed and resolved within the week.
I am still awaiting a response to my email, but I thought I would put this review up as it currently stands as a warning to others. Beware of the warranty ‘claim’ process. I now believe that the lack of response initially, is simply how Fantastic Furniture claims run their business in this area - I wish to be clear that I am talking about the internal claims department NOT the store I realise they have nothing to do with the claim. I can only assume they had hoped that I would simply forget and they could effectively run out the clock on the claim period, rendering them not liable. Given I did follow this up, tactic 2 appears to be to then claim that the particular issue is simply not covered and leave it like that, hoping I go away.
Given I have a functioning memory and feel like I make informed choices on what I consider major purchases for the home, this too simply did not ring true, leading me to investigate further to ‘prove’ them wrong. But frankly, this is simply not good enough. I seem to be doing all the leg work here and how can you blatantly lie, like has been done? How terribly unethical. If I can clearly see that the lounge is Australian made, then they ABSOLUTELY know it, given it’s THEIR PRODUCT. They know their warranty terms and conditions I would expect, better than me and it is blatantly obvious that this meets all. The actions by the company scream of deceptive conduct.
Not to mention what a wonderful way to burn customers, ensuring zero repeat business. As each time I had gone into the store, whilst waiting for service I have been looking through as we are actually in need of a coffee table. Well after this debacle I can assure you the one place it won’t be coming from is Fantastic Furniture.
Should I fail to get adequate resolution from the store this week, I will be enforcing the Australian Consumer Law protections to sort this out, but holy crap Fantastic Furniture, what a dodgy way to run your show. I am of sound mind and ability to know and enact my rights, what about those customers who are not as aware? How dare a company behave in this manner solely for their personal gain. And lastly, how dare you take up this amount of my time for me to sort this. I have better things to do with it and this company is absolutely not worth my time, but by damn sure they aren’t ripping me off either, so off we go.
No doubt the ‘product review’ team will jump right on this post, offering condolences on the ‘terrible error that’s clearly been made and apologies for the trouble’ whilst requesting that I email them the information and photo for their swift review. Yeah, I think it’s clear I’ve done well over enough thus far, the email chain and photos they can get themselves from the warranty claim sector (which I hypothesize is the same office or very close to the claim department, anyway) or the Maribyrnong store.
PLEASE NOTE: Outside of the lack of contact, I have had nothing but positive dealings with [name removed], she is informative, empathetic and very knowledgeable and helpful. This review in no way is to indicate a negative experience with her. In fact, personally I think she is well overdue for a promotion, why you have someone who looks and acts like a teenager in management and she is not confuses me no end. She is a credit to the company and given my experience with Fantastic Furniture, they need all the help they can get. Please pass my feedback on her to the relevant team.
Love my new table and chairs
Love my dining table and matching bar stools.
Good price and friendly staff.
Shop was large and well set out. Plenty of room to really look at furniture and re arrange to get a better look.
The assembly was easy once we worked it out. ( I’m old )
Making my house a home is extremely achievable with Fantastic Furniture!
I have been able to kit my pad out with many pieces to fit with my aesthetics and budget.
I have purchasing furniture from this store for the last 10 years and have always found the staff very friendly and willing to help. The furniture has always been great value for money and easy to assemble. I would highly recommend this store
Its just the value of all products in store amazing
It was amazing from the first point of making my call to fantatic furniture maribyrnong to when I walked ibto the store the staff member was justso satisfying and great customer service
It is nice
Nice staff... online shopping can make save my times
.. and also easy to pick up... easy to acess carpark
Easiest Great buy
Ease of the whole process from ordering, paying and pickup. Assembling the product probably took the longest time, and the product looks great in our lounge room.
Afordable and easy to check products online
It was easy to find the product online. I went to the store and looked for the preselected product and took it. Entire process was easy and quick.
Great Quality at an even better price!
Plenty of variety of products and price ranges. Love that you can have a wide selection of colours if required. My husband loves assembling things so putting things together is no issue. Always satisfied with the quality from Fantastic Furniture.
Great service & value
I’m a repeat customer due to great service and value for money. This time round I bought a mattress online. Online store was so easy to use and you can see if it’s available. I called to book my delivery and the lady was great and so nice
Great experience shopping at Fantastic Furniture Maribyrnong
Fantastic Furniture at Highpoint Homemaker Center is a great place to buy furniture for your home, the quality of the products is great, good value for money and the customer service offered by the staff is superb. The set up, layout, and tidiness along with ample parking spaces makes shopping here a breeze. I will definitely recommend Fantastic Furniture to all my contacts.
Maribyrnong store is great.
The Fantastic Furniture store at Maribyrnong is a great store, very professional, accessible and friendly, would very much so recommend it to others.
I visited my local store Highpoint, I found the staff member polite & helpful. She knew her styling as she helped me choose my future choices. She wasn’t a pushy sales person either....
My Bedroom Chair is Perfect.....
I purchased instore, from a lovely, helpful lady....I saw the chair online before I went in to purchase from the Hoppers Crossing store.
Very easy online shopping and good price!!! Would love to go back and do more shopping and the quality of delivery is really good as well
Great value for money
Fantastic furniture are a awesome company that have good quality products that are great value for money and delivered in a quick time frame! Very happy customer
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