Reviewer Photos & Videos
Customer Service Severely Lacking after Purchase
I purchased a bed from Gainsville last year which was delivered to my home in late December. I had the bed for approximately 4 months when the gas lift base system snapped along the middle of the frame in 3 different areas due to a manufacturing fault. I notified the Gainsville service team of this fault immediately and advised them that I required a quick replacement to allow me to sleep on the bed and that I was happy with a temporary fix until my gas lift base could be installed. The base was causing my mattress to sag in the middle, and sub...sequently I was sleeping on an angle and constantly rolling into the middle of bed. This was causing me back pain and restless nights. Gainsville managed to locate a base system approximately a week after I had initially contacted them, however they failed to arrange delivery and installation for a subsequent 4 weeks. I pleaded with their service team and was repeatedly dismissed. After a few weeks of going back and forth, I finally requested a refund as I was able to purchase a bed from Harvey Norman with next day delivery to allow myself to sleep on a flat surface which did not cause me back pain each morning! I was extremely disappointed with the after delivery service from Gainsville. I certainly did not expect this especially considering Gainsville offers premium furniture. It is a shame the service is not of the same standard.
Inferior leather quality - Extremely poor quality & value
After two years of normal use, the top coat to the leather seat has deteriorated & requires the top coat reapplied.
We paid for the "Total Furniture Care" warranty. This deterioration is not covered by Gainsville.
For this to be fixed, it will cost a few hundred dollars to have this re-applied. Gainsville was not willing to come to the party, or even pay part of the amount. This is even after we have spent $14,600+ with them in two years.
Leather care maintenance was done every 3-4 months & the top coat still come off during this time.
Great customer service and fabulous products
We bought 2 leather lounges last year and we’re very satisfied with design and quality, we had some issues with the product and customer service is great and they solved the problem quickly, they’re very friendly and responsive...
Fabulous products and exceptional service
We purchased two leather 3 seater couches and a rug that were delivered today 19 oct. The quality levels are as each time we have bought Exceptional, the delivery service and customer care from Gainesville team members were the best we have ever experienced buying many items over many years. Congratulations Gainesville you guys are the best
Quick resolution of product issue
I had an issue with the gas struts for a new bed I had purchased. I sent an email to Kyle and the team and within a short time they were on the phone talking me through some potential resolutions. Nothing worked over the phone but the issue was diagnosed and within 2 business days new parts were delivered and installed. Awesome service and a big thank you.
Exceptional service and products.
After shopping around at other furniture stores i returned to Gainsville.
This is my third purchase at Gainsville, one for a bed a few years ago and two this year over the last couple of months for tables and chairs. The service provided and knowledge of the products is outstanding, especially from Rick on the shop floor. Not pushy and very happy to provide an awesome deal.
Its quite clear as you enter the store from a great welcome by the staff, that you quickly realize the great designs of furniture and exceptional quality of furniture from c...
Gorgeous White Leather Dallas Bed
Living in Tasmania I couldn’t visually see the product. I was guided through a process of choices and samples and am thrilled with the delivery when it arrived. Communication was excellent and customer service by Nikaela was exceptional. Thank you
Review collected in partnership with Gainsville
Best bed ever!!
Firstly the Utah bed and Gainsville mattress are by far the best bed my wife and I have ever slept on. Overall the bed is made out of high quality material and the comfort level of the mattress is amazing. Further, the customer service that was provided was exemplary from information provision on the products, ongoing corresponding whilst waiting on the bed and delivery and assembly of the bed. Overall we had a great experience with Gainsville and would recommend them to anyone and also would purchase other furniture that we require.
Review collected in partnership with Gainsville
Great service and quality product
The range of stock available for selection was very impressive. Staff were helpful and on hand to answer all questions but did not follow you around and make you feel crowded. Build quality was excellent and great finishes. We made our selection and ordered our products. 12 weeks for delivery was ok for us but would have been a deal breaker if our requirement was immediate.
Our furniture duly arrived and was delivered up and into our apartment. Packaging was good quality and no pieces were damaged by shipping.
We had the units professionally installed by our builder and we could not be happier with the results.
Good quality yet again
Showroom and quality of products are first class. We always seem to find pieces that we want to add to our home. Service and help with what we choose is always appreciated.
Terrible customer service and poor delivery service
Multiple calls to Gainesville
To enquire about our couch delivery. Every time we called we were advised someone would call us back but in the end we had to keep chasing delivery of our sofas. Inflexible delivery times and overall a very inconvenient service. Poor customer service when you are paying a premium price for furniture. Will not shop here again.
Poor customer support and delivery
It took 16 weeks for the electric storage king bed to be delivered only to our disappointment that the storage bed slat was of wrong size. They came in after 2 weeks and still the wrong size. Third time it was delivered with correct size but not satisfactory. The storage boards are flexing. Called the customer service only to be informed that my perception is wrong and everything is alright with the product. They want me to go to the store and check the product again but they would not do anything about it.
Most annoying and horrible experience with gainsville. Will never recommend anyone to purchase.
Great customer service and attention to detail
We recently purchased a gorgeous Vienna super kind bed & mattress and raised an issue about the mattress. The store team not only addressed the issue in a professional way, but also offered a spare mattress insert, so that we are able to use the bed straight away. Thank you.
Exceptional choice and service
Store was easy to navigate.
Wide choice of styles.
Freedom to wander and explore without being hassled by a sales person.
Wonderful service once we were ready to ask questions.
Time to discuss/think/revisit store, without feeling pressured by sales pitches.
Flexibility within our purchase.
Professional sales person who went above and beyond to cater to our needs.
1 - 2 year lay buy meant we could buy now and take advantage of the sale despite our apartment not being ready for another 12/18 months.
Gainsville Leather furniture - Buyers beware. VCAT ordered refund.
Leather sofas bought for $8,400 started to peel within 12 months. At the point of sale the sofas were described as top quality! Gainsville arranged to have it painted however it kept peeling. After 2 years We were back in touch with Gainsville and their contracted inspector reported that we didn’t look after it which caused the damage which was untrue. They also said that sweat may have caused it as well as fabric abrasion (so basically you can’t sit on it). After 3 years the sofa was terrible. Gainsville advised that they only supported a 12...month warranty and refused to help constantly blaming our care of the sofa. We took Gainsville to VCAT and the VCAT member disagreed with Gainsville and advised the sofas were not fit for purpose and accepted that they didn’t send an independent inspector to report on the sofas and that his report of bad care of the sofas was also not accepted by her. The VCAT member who presided advised that the Gainsville warranty was not adequate under law and that the consumer was protected. VCAT ordered for Gainsville to pay back the full cost ($8,400) of the sofas even though it is now 3.5 years after we bought it. They also ordered for Gainsville to pay VCAT costs ($212.50). The law protects you so do not hesitate going to VCAT if you have problems like we did. I’m sure the order is available to the public by doing a search on Gainsville Pty Ltd. Gainsville were good and point of sale and the sofas looked great when delivered but after that point their customer service was not good at all and the sofas not as described at point of sale. I hope this review helps others for anything bought that is not up to standard.
Questions & Answers
Hi Gainsville, How long do you think a leather couch from Gainsville should last without the leather peeling?
Why do you only guarantee your leather sofa's for 12 months? Would you stand by your product beyond 12 months?Is the leather on your sofa's spray painted? Is the leather soaked through? What is your method?
Some great questions, let's go through them one by one.
Why do you only guarantee your leather sofa's for 12 months?
We have different warranty periods for different areas of our Sofa's, this is because some areas require the care and maintenance of the owner. Just like a car, the warranty is there but you should always service it regularly as per the guidelines from the manufacturer. Our structure, for example, has a parts and labor warranty for 12 Years, with no callout fee in Melbourne and no cost for parts and labor. In regards to Leather, this part is exposed to environmental conditions, such as dirt, sweat, grime, nail polish remover, chlorine, etc. As Leather cannot look after itself, we rely on the owner to "service it regularly" to ensure it is maintained.
Would you stand by your product beyond 12 months?
The standard procedure would be to send an independent leather technician to inspect. Why an independent company? We believe a non-biased report from an independent company is better than sending one of our own staff out as the process is fair and transparent. The technician will often do tests with the customer to show what may have caused the damage. We then pass on the results of this inspection to the customer.
How long do you think a leather couch from Gainsville should last without the leather peeling?
The most common cause of peeling is the breakdown of top layer caused by sweat/perspiration. This is because sweat/perspiration contains acid and this acid unless cleaned often eats away at the top layer. We have daily showers but if acid was to build upon our own skin, peeling would occur. The Leather Technician will often do tests to show the customer the areas that have build up, the most obvious is the texture. Armrests and headrest areas in the back of the sofa of your favorite seat compared to seats that are less often used. A sticky, waxy feel will be evident if the sofa has not been cleaned enough. Even different people have different acid levels in their sweat (often medication can cause high acid levels) so the question is hard to answer specifically.
Is the leather on your sofa's spray painted? Is the leather soaked through? What is your method?
The leather goes through many processes before it can be used for a Sofa, that includes a soaking process, liming process, and painting/colouring process. As you can imagine different leathers have a slightly different finishing process. Different grades also have different amounts of each process. In regards to the peeling and sweat issue discussed above, often the cheaper leathers are more durable. Why? Because the cheaper leathers have so much paint and processing (artificial layers) they protect from the acid better. These layers are like thick plastic. Softer high-grade leather does not have this thick plastic like cover. It is often mistaken that the higher the grade or the more you spend the more durable it is, but that is like saying a Versace evening dress should be more durable than Addidas tracksuit. Same with a $10,000 Sofa compared to a $3,000 Sofa, the cheaper leather will be far more forgiving because it is more like plastic.
If you would like more information, please visit our After Sales section on our website; http://www.gainsville.com.au/warranty-information/
What grade of leather is used in sofas?
That's a great questions Christine. Different companies will grade their leathers in different ways, this makes it very hard to compare. When you come into the showroom we can show you many different grades and explain the differences and those differences can benefit you or spoil what should be one of the most enjoyable pieces in your home. No matter what grade of leather you choose, leather is like a looking after a plant, if you don't look after it or treat it the correct way it will fail. Thankfully Gainsville has all the necessary products and advice needed to maintain your new sofa.
We blog about tips on buying furniture at www.tipsonbuyingfurniture.com.au if you would like to do more research. Seeing, Feeling and having one of experienced team explain the difference in store, you'll be sure to have all the information need to buy the right leather for your new sofa.
Get an answer from our members and Gainsville representatives
|Category||Physical Shops and Furniture Shops|
|Type of Furniture Offered||Bedroom, Dining, Miscellaneous, Office and Sofas|
Other Furniture Shops
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.