Worst delivery team
The actual service from the store was average. It was hard to get served and when we did, the person made mistakes with our order. The team were too busy it seemed. However, we really liked and wanted the bed.
We were told the delivery team would call 30 mins before delivery (they didn't) and we were told they would be covid safe - wearing masks and gloves (they weren't). When they arrived, they ignored our instructions for how to get into our apartment and were seemingly lost and begrudged having to walk up stairs.
When in our apartment (...after banging walls and furniture) they were stuck on how to actually put the bed together. There were instructions I found later, but they instead decided to yell into a phone for 1.5 hours to figure out how to put the bed together. My husband had to provide guidance on how to put the bed together too. Not altogether their fault - training should be provided. When they left, we realised the base of the bed was the wrong colour and a fabric facing had been left off. This was supposed to be done early in the assembly. My husband had to do this himself. We paid for deliver and would have expected better for a $3k bed. We rang the store and sent pics, they didn't care. We are so disappointed with the lack of customer care that we were going to buy a couch - but simply can't face the process of having to endure the lousy delivery and lousy service again. Bed is fine - not great - just fine. Would be better off going somewhere with less pomp about itself for an equally good product and better customer service.
The store in Cheltenham Victoria was superb A gentleman called [name removed] was extremely polite and helpful.
The product range was excellent.
The Quality of the products we bought was varied.
However the delivery service and after sales service is unacceptable.
The first delivery was early March a round glass ding table was delivered and very badly damaged by the delivery guys in their work boots by standing on it whilst assembling it.
The Office table was made inoperable due to one of the guys hammering one of the legs in unsuccessfully and...
Lounge Delivery Delay - Customer Service Not Responding
Ordered sofa and was assured of a delivery date early April 20. Due to COVID-19 delivery of the sofa is unknown... We have received generic updates and phone calls stating that the sofa is in Australia but not available for delivery? I kindly asked for a refund (was willing to pay an admin fee) of our deposit in order to purchase an alternative sofa as we had already sold our sofa and was told to "read the fine print". I am not entitled to a refund. I also raised the issue of bio-security measures in place and was specifically advised by the ma...nager that they have "more trust in the Chinese government than Australian govt" when it came to bio security measures in place. I'm yet to receive a response from Customer Service or the manager. I've had to follow up correspondence myself - with no resolution to date.
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