Johnny's Furniture QLD, Brisbane (North Lakes)
Verified38 reviews
Hit them where it hurts – My experience with Johnny’s Furniture North Lakes is similar to everyone else, it reeks of a business that is about to go broke. It seems they have major cash flow issues and need future orders to fund back orders, hence the reluctance to give refunds also. Hopefully everyone has paid by credit card and will be covered by insurance in the event of… Read more
foreclosure. I recently received a full refund only after going to the store and demanding a full refund from the manager back to the card which I purchased the item. The manager refused stating that Head Office IT department had blocked refunds on their payment machine. So I stood outside the store and advised prospective customers to read reviews and watch A Current Affair from 10th May. All of a sudden the manager was able to contact head office and I received a full refund within 30 minutes and it was a Saturday morning. They didn’t want anyone interfering with their clearance sale.
I suggest everyone takes this action ASAP. If you sit there waiting for a return phone call or information from Johnny’s Furniture or Product Insurance Care that is not a mistruth you will be waiting forever. It’s time to get on the front foot and be proactive. Remember it is your money.
Terrible experience and think we have lost our money – We purchased a few items from Johnnys and were told an 8 week waiting time. We allowed extra time as we do know that sometimes the wait gets pushed out. We were thinking realistically 12 or so weeks. After multiple phone calls and the order getting pushed back every time we call it will be 6 months (if it even does arrive then, we are still… Read more
waiting!) since we first ordered to when we get our furniture. If we had know the wait would be this excessive we would have ordered from else where.
Second to this when trying to contact Johnnys Northlakes it can take DAYS to get a hold of them. We have sometimes called several times in a matter of hours and can never get a hold of them and never get a return phone call.
Also when buying be aware that even if they drag your wait time out 6 months you’re still not entitled to a refund they will still keep your deposit. You would think that poor service on their end would at least warrant them giving you your money back but you’re quite literally trapped as soon as you purchase from them.
We are realistic when purchasing goods because we know things can happen and we know people are busy and we won’t always get ahold of them instantly. But this experience with Johnny has been an absolute joke I’d never recommend them or purchase from them again.
Exposed on national TV for shoddy customer service, buyer beware – We did originally leave a 5 star review but have since changed this to a 1 star as this has been a total saga, the customer service for this store in none existent - we asked numerous times to escalate our complaints to the area manager (whom they would not give an email for or a name) They have since been featured on TV for shoddy experiences… Read more
like ours. We attended the North Lakes store in Sept 2023 and made a significant order - all paid for in full. We explained numerous times it was for a new home that was not going to be ready until Mar 24 at the earliest so do not process the order until Jan - they contacted us in Dec pestering us to take delivery as they had not obligated this promise and ordered the items straight away, conveniently no notes were on the account even though the sales assistant who sold us the items was the one now asking us to take delivery. After many, many complaints and Johnny's agreed to keep the items in the warehouse however a few weeks later they emailed us to tell us their warehouse was closing (??) and we needed to take delivery. They also tried to charge us an extra delivery fee for an item that still has not come in and will not be delivered until June even thou the delay was on them! We had to put the items in storage at $500 no apology no nothing, now we are still waiting for the delayed lounge, the date keeps changing and all they can give us is a month not a date. Radio silence seeing how they have had our money for 9 months! We requested a refund they refused which is actually illegal. Just a shambles, not the first customers to have this exact experience, my advice go elsewhere, how these people are still in business is beyond me. Disgusting. They issued a blanket "apology" after the exposure on TV yet zero accountability or details on how they will do better.
Reviews with attachments
- +6
Abysmal quality furniture and disgusting customer service – I purchased the Barkley Corner Chaise Lounge from Johnny’s Furniture North Lakes in March 2021, and it was delivered in April 2021. On January 28th, 2022, one of the segments of the couch was sagging so we turned the couch over to see what was happening and we found the wooden frame had completely snapped and had ripped through the lining. Upon… Read more
a closer look, we could see a large knot in the wood where it had snapped. Knots are defects that weaken lumber and should not be used in a structural aspect of furniture. This part of the couch is completely unsafe and unusable. Appalling for a couch that was over $3000 and was only nine months old.
Along with the poor structural quality of the wood, the cushion quality is also despicable for a 9-month-old couch. The foam used throughout the couch has already severely degraded and lost its density, more than what would be considered acceptable for general use at nine months old. Multiple parts of the couch cushions feel as you are falling into the couch rather than sitting on it. Also, the cushioning is no longer filling out the outer fabric along the backrests, and that fabric is beginning to sag and look wrinkled (easily seen in photographs) rather than tight as the couch did when new (see photo attached of the floor model from the store on the day of purchase). Before purchasing this couch, we tried and tested the display model in the North Lakes store, and the cushions were far denser and more supportive than ours are currently, with absolutely no sagging. Considering the amount of foot traffic in a display store and the use that these couches would go through daily, one would assume that these cushions would be far more broken-in and, therefore, would be more deteriorated than what a low usage couch in a two-person home would be after only nine months. The couch is advertised as a 5–8-person couch and Johnny’s Furniture description states “The best times in life are spent with families and friends, so make sure you have enough room for every one of them with our contemporary styled Barkley corner chaise lounge”, which suggests it is built to withstand that many people comfortably and safely. WELL, IT IS NOT.
Just to set the scene for everyone - only myself and my partner (just two people) live in our home. We only recently moved to Brisbane and are from NZ. Since we are in the middle of a pandemic and the borders are closed we have not had anyone over to see or stay in our home. Additionally, we have two lounge areas, and this is one of two couches we own. Considering all this, this couch would not be considered high usage by any stretch of the imagination…..UNLESS you have the imagination of Johnny’s Furniture or Product Insurance Care who have deemed the poor state of this couch (at nine months old) to be an ACCEPTABLE result of general wear and tear…and therefore they are not liable for this.
Now, this gets me to the warranty. As the couch is 9 months old it falls under the mandatory 12-month warranty. However, we also paid for the additional 5-year Warranty. Johnny’s Furniture uses a small third-party insurer called Product Insurance Care (PIC). We only found this out after our purchase as the sales assistant did not mention this at all…maybe this was because she was in a rush to shoo us out the door as she struggled for over 45 minutes to work her computer (she couldn’t remember her passwords) and as it was minutes from close (16:58) we finally were able to pay. In hindsight, this was a major red flag, indicative of what was to come. Johnny’s Furniture has brushed their hands of any type of responsibility and palmed us off onto Product Insurance Care (PIC), completely disregarding the fact it is still under the 12-month warranty. As per Johnny’s Furniture’s request, we contacted PIC and submitted a claim ticket (on the 28th of Jan) containing our concerns and pictures of the couch. A customer service agent from PIC then replied to us offering us either a “store credit for the value of the damage” or to “send out OUR technician to fix any common issues”. Neither of these options was suitable as the broken couch was unusable and neither the structural frame nor cushions of this couch would be able to be quickly and simply fixed with a technician. The customer service representative said he was “not able to make these decisions and would forward my claim to the correct person”. 5 days later (Feb 9th) I received an email from a second person from PIC…this time the “CEO” as per their email signature. The ”CEO” of PIC then continued to argue with me around if the couch had arrived broken and why didn’t I put in a claim for it when it arrived. At no point in any of my emails or initial claim ticket did I once claim it arrived broken. He was simply trying to pass the blame to get PIC out of covering us. After having to explain my situation again, the “CEO” agreed to replace the broken part of the couch however I would need to prove the cushions “have degraded beyond normal measure for the age of the sofa”. Upon sending photographic proof AGAIN I was told…
“You have had the couch for more than 6 months”
and well “when it was delivered to you it was in good working order, otherwise, you would have contacted us sooner and asked for a solution”.
Completely disregarding the absolute proof that the cushions have completely degraded in only 9 months’ time and implying that it is acceptable and appropriate that couch cushions only last for under 6 months. I ABSOLUTELY AND CATEGORICALLY DISPUTE THIS. Under no circumstance should anyone expect to purchase a couch and for the structural frame AND the cushioning to degrade this quickly.
Disgusted by this argument and having had no reply from the “CEO” since the 14th of February I contacted Johnny’s Furniture once again. After sending an email outlining the issues, concerns, and conversations I received a call from the Assistant Store Manager at Johnny’s Furniture North Lakes, requesting I send him photographs and information regarding my concerns (yes, again). After sending this through this member of staff contacted me by phone. The manager stated he would “escalate this matter to head office and get back to us”. He rang back later that afternoon to inform us that “Head office has declined your claim as Product Insurance Care have offered a reasonable solution” regarding a replacement for the broken frame. I questioned him about the fault with the heavily degraded cushions and he stated
“Johnny’s Furniture agrees with Product Insurance Care in that the current state of the degraded cushions is an appropriate condition for a 9-month-old couch” and that “This case is now closed”.
The Johnny’s Furniture website clearly states, “Furniture will last for a long time if it is cared for correctly.” Apparently a “long time” is 6 months and under according to Johnny’s Furniture and the scam that is Product Insurance Care.
So now I am stuck with a sagging couch that looks absolutely terrible and that will continue to degrade and look worse each month. After reading online reviews for this company it is clear to see I am not the only one experiencing these types of problems and receiving no solutions. Their business model is obviously built on one-off customers as the quality of the furniture at Johnny’s Furniture is a joke and the customer service is a bigger joke. And sure the business does not care; they’ve made their money off me and there will always be another poor soul to scam in future. But hopefully, this review can influence at least one person to NOT PURCHASE FROM THIS COMPANY.
Perfect! – I had been dying to purchase a fluted table for months but couldn't fathom the prices elsewhere so when I seen Johnny's Furniture having a sale I jumped to the opportunity. Karen C, was amazing, she was very understanding and extremely patient, especially since I came in with my 5 & 3yr old (we all know what kids can be like lol) The table i… Read more
purchased was out of stock at the time and was told that the ETA would be late Nov, but was suprised to have recieved it 4 or so weeks. I'm very happy and satisfied with my purchase, was very easy to assemble by myself. It adds a little luxurious feel to our little home. I love it.
Positive reviews
My purchase experience – Very pleasant experience the store person was helpful and delivered on her promise. Will certainly be back for future furniture purchases. Show details
Meant to be lounge day – Walked in to browse. Walked out with a lounge. Great selection, friendly staff and a half price sale - it was meant to be. Arrived quickly, delivery guys were great. Lounge is in pride of place and very comfortable. Thank you team. Show details
Great Service and delivery – Chase Lounge is very good and comfortable, had to wait too long for it to be made we were quoted 3 months which blew out to 6 months.
Negative reviews
Your lounge will never arrive – Ordered Franklin lounge end of September 2023. Had to cancel order in April 2024 as lounge still hadn't arrived. Was told it wouldn't arrive until mid June 2024. No updates. Had to constantly ring to find out what was going on. Don't bother with them!
Very unhappy – Ordered a 2 seater & a 3 seater on 21 December 2023. Told about 6 weeks. 2 seater arrived in February. Told 3 seater now due in March. Still waiting & now told another 2 weeks. Wanted all money up front bfore delivering 2 seater. Unbelievable!! May be cheaper but the service is cheaper still Show details
Scamming thieves – Purchased a lounge suite and was told delivery for the 2 recliners would be early October. Did not receive any phone calls, I had to call them to find out what was going on. After much argument ( with corey Davidson , he claims to do the ceo's Job for him. Direct quote) we finally received the 2 recliners and a replacement 3 seater ( the… Read more
original one was distorted out of shape) only to find that one of the recliners was already faulty. The lounges were picked up 6 days ago after 3 weeks of further stuff around and we still have not received our refund. After 20 years of retail sales and management experience i am shocked to see such disgraceful business conducted in Australia. Not to mention very poor products.
Recent reviews
Super Service and Sturdy – Sales assistant was extremely helpful and went above and beyond to get the chairs I wanted in the colour I liked at the location I needed them. Show details
Find out how Johnny's Furniture QLD, Brisbane (North Lakes) compares to other Furniture Shops
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Good service, great item and fair pricing. Easy pick up – Purchased a desk and console set in wood/metal. Good assistance with selection. Console yet to be delivered due to stock issues but have been kept informed. Pick up and assembly easy. Only criticism is that the suspension drawer doesn't actually hold suspension files - it's not tall enough for standard or A4 folders. Show details
Super friendly and efficient service – Great customer service from sale right through to collection at the warehouse. Sales staff were courteous, friendly and efficient Warehouse guys were also super helpful and courteous and loaded my items Show details
Comfort plus quality! – Great variety of furniture, was surprised by the many different types of lounges available. Staff were friendly and helpful, happy to let us browse and try out the many options, but also full of knowledge of the many questions we asked. The lounge we purchased is of great quality, it's stylish and comfortable. Delivery was quick and efficient. Couldn't be happier with my new lounge Show details
Awesome Customer Service and Wonderful Furniture – We are so happy with our recent experience at your North Lakes store. The lady who served us was from Bribie Island, my apologies I can't remember your name. No fuss, products delivered within 2 days of purchase. Love our new furniture, will certainly be recommending your products. :) Thankyou. Show details
Beautiful furniture, love love love ❤ – Great store, very satisfied with everything I saw, great quality as well. My son assembled for me but was easy. Show details
Great service – Great service, easy to deal with, and they have stock. Don’t have to wait months. Show details
Great Customer Service – I was looking for a specific couch, I found it in Johnny's Furniture, rang to get stock availability. Went to the North Lakes store and the staff were great. I ordered exactly what I wanted, no fuss, easy transaction, opted for delivery and left hopeful after the run around I was given from other furniture places. I ordered on Sunday and the couch was delivered on Tuesday. I couldn't have asked for better service. Show details
great furniture at great prices – great furniture at great prices. Better quality and price than amart. They have a warehouse too if you need something quickly, like we did after the floods.
Great customer service. Very knowledgeable about product and very helpful from the moment i walked i – Very Easy knew what i wanted when i walked in and seen it strait away store was set out well and well presented
Find out how Johnny's Furniture QLD, Brisbane (North Lakes) compares to other Furniture Shops
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Love my furniture – Satisfied with everything, except as we are older find it hard to assemble pieces. But delivery people were helpful in moving some of our old furniture. Show details
Very good service – We bought some chairs from North Lakes store and the wrong chairs were ordered. No-ones mistake, we weren't alert to the order that was made and delivered until we opened the boxes. They were returned and swapped over immediately. Good service.
Perfect lounge found nowhere else – Jennifer was fantastic. Love My lounge. Couldn't find a lounge anywhere else that was a perfect size for our lounge room. The colour is amazing. Show details
Excellent service and value – Recently bought Justin 2 seater with console. Jenelle, Jennifer and Ginny were great. Very happy with friendly, knowledgeable service and quality. Couch was very easy to assemble. Show details
Amazing service – I’ve purchased 3 times from North lakes and the girls there are always so helpful. Will always go back. I love the products also Show details
Very friendly staff – -Store was very neatly organized and easy to find things - very as all set up in order and can find the matching - very satisfied and staffs helpfull as well yes Show details · 1
Simply awesome!! – Bought 3 seater couch and staff were super lovely. Assembly was pretty straight forward and looks great in the room! Show reply
Super helpful and great range – Great sales staff that are very knowledgeable and helpful. Awesome range of quality furniture and fantastic warranty options. Easy choice! Show details · 1
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Hi There, We are very sorry to hear that you… Read more (+3 replies)