Kenz Designs

amazing service and high quality products - Highly recommend – The customer service was really great. David from Kenz Designs St Leonard's had excellent knowledge and provided a number of options for the Dining Table we were interested in. The dining chairs also are high quality and gorgeous. The delivery was the best experience Kenz Designs has. Exceeded my expectations

Great Experience, – Great service, great products. SO far I have bought custom sofa, Ethnicraft Dining chairs, and now beautiful bedside table. All look stylish and function brilliantly. Kenz Designs definitely my go-to shop for all furniture needs! Will be back!

Shockingly bad customer service – I found a desk that I wanted to purchase from this supplier in October 2020. At that time they were waiting for a shipment into the country and said that the product would be available in February 2021. On 15 January 2021 I ordered the desk and paid 50% of the total cost including $120 for delivery. In February, when the supply of desks was due in the country I was told that shipment would be delayed until May 2021. I was told if I wasn’t happy I could have a credit note or another item, but no refund! I said I would wait for the desk.

Having chased the company both by email, phone and face to face in the shop I was finally told that the item was in their warehouse and if I paid the outstanding balance by bank transfer they would be able to schedule delivery most quickly.

I paid the balance by transfer the same day as the request and 10 days later I had still had no contact. I should mention at thus point that the store denies all ability to influence anything in the supply chain and state that the only way to move things forward is for them, or the customer, to email Bev at the info@ email address (an address I have become very familiar with).

I mentioned on every email that I could only be available to accept delivery on Monday or Friday and then with notice as I live 90 minutes away from the delivery address - so when the next contact from Kenz was to say that the item was on board for delivery the next day (TUESDAY) I was dumbfounded!!!!

To make matters worse, [Name Removed] sent me a link to the freight service where I could supposedly “manage” delivery of my item.....this was actually a link to Kenz’s account that showed me all of the items being handled by the freight provided for Kenz (I’m sure this must breach their privacy policy and probably the law)......as you would imagine I was unable to change my delivery details online in this way.

I called the freight company this morning who told me that the item is scheduled for delivery today (TUESDAY). Having told them that no one will be at the property to accept the order they told me that I need to call back later when the item is onboard a truck - this makes no sense to me!!!!!

So at this point I have been waiting for 6 months for a desk to be delivered and still believe that an attempt will be made to deliver today despite my best efforts to arrange a mutually convenient time for delivery to save any time being wasted.

In a nutshell, if you find an item that you like at Kenz Designs I suggest you look for it elsewhere (my exact desk was available from at least 2 other online retailers but I preferred to get it from an actual shop).....the customer service can’t possibly be any worse and I bet they also have a better idea of how their processes work!!!!!

The saga continues - I finally took delivery of the desk on 21 May only to find that it was damaged. Kenz Design agreed to replace the desk, however they refused to answer a simple question of approximately how long I would need to wait for the replacement. In my frustration I finally got hold of the store owner and started including him in the emails back and forth.....finally I was told that additional stock was available in Australia. Again, the company seems to have no relationship with their freight service and therefore were still no help when it came to arranging delivery. I only found out today (28 May) when I finally took delivery that they had also attempted delivery on 26 May!!!!!

I now need to unpack and build the desk.....fingers crossed that it is the correct one and is intact!