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Gainsville
4.2 from 85 reviews · View Statistics
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4.2
85 reviews
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Customer Service Severely Lacking after Purchase

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Product Quality
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Incentivised Review No
LJA
LJAGreater Melbourne (Outer), VIC
  • Verified

Inferior leather quality - Extremely poor quality & value

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Azi
AziMelbourne
  • 11 reviews
  • 1 like
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Great customer service and fabulous products

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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...

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Paul
PaulGreater Melbourne (Metropolitan), VIC
  • 5 reviews
  • 2 likes
  • Verified

Fabulous products and exceptional service

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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

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Customer Service
  • Verified

Quick resolution of product issue

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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.

Product Quality
Customer Service
Peter
PeterGreater Melbourne (Inner), VIC
  • Verified

Exceptional service and products.

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  • Verified

Gorgeous White Leather Dallas Bed

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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

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Karan G.
Karan G.Greater Melbourne (Inner), VIC
  • Verified

Best bed ever!!

published

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.

Product Quality
Customer Service
Gainsville
Rick G.Gainsville

Thank you so much for your feedback Karan, it means the world to us. Thanks again. :-)

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UNHAPPY JAN
UNHAPPY JANSouth East Queensland, QLD
  • 5 reviews
  • 3 likes
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Great service and quality product

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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.

Product Quality
Customer Service
Gainsville
Rick G.Gainsville

Thank you Jan. We really appreciate the positive feedback, it really means a lot. Thank you!

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AFormato
AFormatoGreater Melbourne (Inner), VIC
  • 2 reviews
  • Verified

Good quality yet again

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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.

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  • Verified

Terrible customer service and poor delivery service

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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.

Customer Service
Incentivised Review No
vaibhava.gupta
vaibhava.guptaGreater Melbourne (Outer), VIC
  • Verified

Poor customer support and delivery

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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.

Product Quality
Customer Service
Gainsville
Rick G.Gainsville
Corina
CorinaMelbourne
  • 2 reviews
  • Verified

Great customer service and attention to detail

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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.

Product Quality
Customer Service
Gainsville
Rick G.Gainsville

Hi Corina, that's so lovely to hear you're enjoying your bed. It's a very popular design. We hope to see you again soon!

Lisa
LisaSouth East Queensland, QLD
  • 3 reviews
  • 1 like
  • Verified

Exceptional choice and service

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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.

Product Quality
Customer Service
Gainsville
Rick G.Gainsville

Hi Lisa,
We're so glad to hear you've had a pleasant experience. We hope to see you again in our showroom soon! Best of luck for your brand new apartment.

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Peggy
PeggyGreater Melbourne (Metropolitan), VIC
  • 2 reviews
  • 3 likes
  • Verified

Gainsville Leather furniture - Buyers beware. VCAT ordered refund.

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Gainsville
Rick G.Gainsville
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Questions & Answers

Peggy
Peggyasked

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?
Thank you

1 answer
Gainsville
Rick G.Gainsville

Hi Peggy,

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/

Thank you,

Christine
Christineasked

What grade of leather is used in sofas?

1 answer
Gainsville
Rick G.Gainsville

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.

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CategoryPhysical Shops and Furniture Shops
Type of Furniture OfferedBedroom, Dining, Miscellaneous, Office and Sofas
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