Our relationship with Gainsville goes back to 2005 when we owned a new apartment in Eureka Tower. We had Gainsville deck out the whole place with their furniture. At that time the complete package was delivered, unpacked and tastefully installed/placed around the apartment. Twenty years later (about 6 months ago), when we downsized to an apartment… Read more
in Malvern and we did not hesitate to contact Gainsville once again to fully furnish our new abode. The living area, the bedrooms, the entrance and hallways were delightfully decorated with amazing modern furniture and art. Gainsville provided an excellent design service in preparation for the fit out. The delivery and installation was amazing - we did not even worry about the cost of anything as the service we received during delivery and placement was second to none and exceeded our expectations. My partner and I cannot speak highly enough of this company which has been around a long time. If you need furniture for your new apartment/house or a makeover of your existing one, Gainsville is your one stop shop.
Expect long wait times for warranty repairs – Took them 6 months to replace a tiny plastic button for the recline on our couch (under warranty). The excuse was that the part was being shipped from China. I’ve done the math and cant work out how a small plastic button part took 6 months to get here. Place like Temu ship out from china and you get it the next week. For the price you pay for… Read more
this furniture, waiting 6 months for something to get fixed is ridiculous. Will not shop here again or recommend to anyone. So disappointed.
Horrible experience – We had a terrible experience with Gainesville. The delivery person damaged our floors during delivery and even admitted it on the day. However, when we contacted head office, they completely denied the issue and refused to take any responsibility. The customer service was appalling, and it was incredibly frustrating. To make matters worse, we had… Read more
to chase up the delivery multiple times before it finally arrived. Overall, a completely disappointing experience, and I would not recommend them to anyone. Absolutely no customer service.
Reviews with attachments
Turn around and walk away! – Absolutely worst company, $9500 for a couch that has been nothing but trouble from day one. The phone charges have been replaced 4 times now and still not working. The fabric looks like it is 20 years old. We are embarrassed to have this lounge suite in our home. Even the $2500 book case we purchased was faulty due to poor manufacturing. Turn… Read more
around and walk away from Gainsville, if you have issues all they will do is run you around in circles. Buyer be aware!!!!
Great after sales service – My USB port wasn’t working on my new couch. It was no problem to organise a repairman. I did need to wait as I am regional Victoria however all fixed. The staff were very helpful Show details · 1
Leather is crap don’t dare waste your money – I’ve had my leather couch for 3 yrs and it’s pathetic. 9k down the drain. Not only has it started to peel it was originally faulty when installed and didn’t sit evenly but I was not entitled to warranty as it was a shop floor product and last one left. I have a leather couch from natuzzi which is 10 yrs old and it looks better Show details
- +2
After Sales Service Poor – Turn around walk away from this store immediately. They will take your money and deliver poor quality furniture and poor customer service to match. Shop at any other furniture store but definitely NOT Gainsville. Quality Control department does not exist in this company. Ordered a leather recliner corner lounge and a matching leather club… Read more
chair in November 2021. The instore display furniture was impressive.
All got delivered in March, which was fine as we were notified at time of ordering that the lead time will be approx. 3 to 5 months.
After the delivery, we noticed a couple of issues.
1. On the lounge there was one seat with obvious stretch marks. Photos below. 2. On the club chair the metal frame looked as if it had been chipped and then a very repair job done. Photos below.
I called Gainsville who then organised to have a leather inspector come out and confirm my issue with the stretch marked seat. Who then reported it to Gainsville and it was decided that the leather seat would be replaced. It wasn’t until September when the leather repairer came to take the seat away, however he showed me what he was going to replace the seat with, I was extremely hesitant due to the variation in colour of the leather. I therefore settled on keeping the unfortunate stretch marked seat, as having it replaced with a “close to colour” seat was not a pleasing option for us.
Also in September the metal frame for the club chair arrived, it got swapped over on the spot by the delivery men.
It wasn’t until the delivery men left that I inspected the replacement frame, that I noticed this new frame was in a worse condition than the one they took away with them. I looked at the delivery docket and it states,
“All goods to be checked prior to Gainsville Delivery staff leaving premises”
If the delivery men had done their job properly in the first place this replacement frame would never have been left.
Called Gainsville immediately to express my dissatisfaction in the replacement frame, which they did not want to know about, did not want to discuss any further. I asked if I could perhaps take the floor stock as a replacement, but was told no, they can’t do that.
I was then told that due to the frame being “Man Made” if they ordered 50 metal frames they would all be slightly different in some way as opposed to machine made where then all 50 frames would be exactly the same.
I explained that one side of the replacement frame had not had a touch of paint on it, it was bare metal complete with scratches all down that one side. Photos below.
After many phone calls, being told that they will get back to me by end of business, but never do, emails backwards and forwards, hearing excuse after excuse as to how this had happened and there is nothing else Gainsville can do for us but for us to keep this piece of B grade furniture branded with the Gainsville logo.
Therefore I will never be stepping into a Gainsville Furniture store or supporting this family owned company in the near future nor will I being recommending them to any family or friends.
Dear Teresa, sorry we haven't replied on this… Read more (+2 replies)
Not recommend – I bought the sofa 2 months ago. I received the sofa not as good as what they display in the shop. The arms of the sofa is not equal. One side looks very flat. I have complained to the staff. He asked me to see a couple of week .But now after I more month , it still the same. Show details
In-depth reviews
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… Read more
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 subsequently 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.
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… Read more
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 closer viewing. They have a massive range of high quality and designed furniture through out the beautifully presented store. The purchase was quite simple and the order for delivery was for a very quick delivery time. It arrived on time as promised. Delivery crew was very polite and respectful and also removed some existing furniture to the out side of our home and placed the new furniture into position for us. We love the products we have purchased and the overall experience with Gainsville has been absolutely outstanding. We highly recommend Gainsville and we couldn't be any more happier with our purchases.
Wrong bedside tables delivered still waiting month later – So we get a bed and side tables ordered and told they were in stock. Bed arrives but tables are different to those ordered.Delivery Guy says they didn't have any in stock but we could have these ones instead! Told him we wanted what we ordered and he said to keep the wrong ones for now and contact the store to get right ones redelivered. Did so… Read more
and now been waiting a month. No contact from them so got on touch last week and was told they had come in and would be delivered ASAP. Another week later still no news from them and of course we still do not have the bedside tables we ordered.
UPDATE
ok the tables finally arrived today and were swapped over. I have re-evaluated my original star rating as the furniture is very good and I guess delivery issues are only one part of the equation. The in-store experience and help, the courtesy on the phone and by the delivery guys and the quality of the goods mean 4 out of 5 ain't bad in my view.
Positive reviews
Amazing quality Furniture! Excellent Customer Service – I just want to say a Big Thankyou to the team at Gainesville in Thomastown! From the moment you walk in, you instantly feel welcomed. I had been building a house which was super stressful and buying furniture here was so easy and offered me a pay by the month option. Other prestige furniture places just want your money and then your on your own… Read more
from there. Definitely not here at Gainesville Thomastown! I will continue to return here as it’s my favourite furniture shop. High quality and great delivery options. The delivery people are so careful and very friendly. I want to say another big thankyou to Andrea, always so helpful. Belinda is so welcoming and friendly and Sally is absolutely lovely. Always responding promptly to emails which is a huge plus for me. I don’t generally leave reviews, however the quality of service I was provided was 10/10 thanks again Gainesville Thomastown. I love my furniture!
Great customer service – I was most impressed with the attention and service I received today while purchasing armchairs from Gainesville. I have a couple of pieces from Gainesville in the past and the quality and durability has been outstanding. I also heard another customer making an inquiry about a product she bought over five years ago. The sales assistant was… Read more · 1
extremely helpful and went above and beyond in their effort to help. I was truly impressed. Thank you to Rick and whoever his colleague was today.
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Amazing store & furniture – We purchased all our furniture for our weekend home and were so happy with it that we have purchased more for our home. Everyone comments on how beautiful, stylish, and comfortable it is. Every time we have been in store the staff are very professional, friendly and extremely helpful Show details · 1
Negative reviews
One of the worst customer service I have experienced and also poor communication – The item was out of stock and after requesting a refund, they asked for 10%. And it took more than a month to get the refund
5 Months in still no resolution for my issue – Poor after sales customer service waiting for a spare part to support my Denver bed with no ETA or support to help resolve the issue. Show details
Issues remain unresolved – Product did not meet expectations and am still awaiting a resolve 10 months after delivery. False selling tactics. Beware purchasers Show details
Recent reviews
Great store, great help, great delivery & install – We went to the store in the city and was impressed with the range and different areas to explore. Store wasn't busy and the shop assistant took her time to take us through colour and couch configuration options and her own experience with a leather couch. We were told of the long leadtime and was pleasantly surprised when it came on time… Read more · 1
considering all the delays in shipping.
The drivers were respectful of our house and delivered and installed the couch efficiently and took all the rubbish with them and took the time to make sure it all worked.
Was very happy with the end to end service. Well worth the money.
Absolutely awesome – We brought Malibu tv unit and Atlanta coffee table both in walnut timber and black metal, they are both extremely excellent quality and would definitely recommend anybody to shop with Gainsville. Thankyou to rick and nikaela gainsmith for amazing service and quality products, keep up the good work. Regards Daniel and tamara Show details
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… Read more
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. When paying $3,500 for a couch on special & having the leather upgraded, I would definitely not purchase from Gainesville again. Gainesville makes products that DO NOT last & are EXTREMELY POOR QUALITY & VALUE for money.
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... Show details
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 Show details
Find out how Gainsville compares to other Furniture Shops
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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. Show details
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 Show details
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… Read more · 1
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.
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… Read more · 1
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. Show details
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. Show details
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… Read more
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.
Hi Vaibgava, Thanks for the time, Im sorry we have… Read more
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. Show details · 1
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… Read more · 1
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… Read more
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.
Re: Peggy & George Lasa; We were shocked at the VCAT… Read more
The Love The Hate The Boredom – Sales staff = Excellent. Yes that's you [name removed] from Southbank Delivery Team = Excellent Logistics & Customer service reps = Representing their own ego, not the company I am assuming! Overall a very sub-par customer experience for the money. No issue with the quality of the product as yet but when it comes to speaking with someone after… Read more
the money has changed hands, brace yourself. I would just like the management to express to their back-end staff who take customers calls regarding delivery delays and other issues related to receiving the product that has been "paid for in full" when was the last time they spent this kind of money on anything themselves? It might help them represent the company. From my experience I would tell anyone to take into account it may take two-three months to get your product and remind yourself that you're meant to be grateful you got it at all according to the guy taking your call from the deliveries department. Wouldn't repeat the purchase.
Very disappointed ! – So disappointed due to the fact that I was at first really excited to be shopping with Gainsville, however, we have had to wait a month longer for the delivery of our bed and when we actually had the delivery. The bedside tables were not the right ones. another week wait for them!!! Sorry, but I cant recommend Gainsville to other people..
We're also disappointed and sorry you feel a 1-star… Read more
Perfect one stop shop! – We have furnished 2 large properties and a city apartment with mostly Gainsville furniture. Surely that is a testament to our thoughts on Gainsville! Always a smooth ride with the help with floor plans, colours etc, the amazing staff and the incredibly polite and helpful delivery guys. We have always had complements from friends on the quality… Read more
of the furniture, blinds and home decor items you have supplied. Nothing is too much trouble.
Great work!
Dot & Tony Geldart
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Dear Loretta, Thank you for taking the time to share… Read more