Lounge Lovers QLD, Fortitude Valley

The initial order was incorrect, didn't get the design right and the price and discount were incorrect. The lounge was delayed by six weeks and we were only told the week before it was due that there was a delay. The lounge was then further delayed. We were then sent an email on a Sunday that gave us three hours to respond and pay the balance or… Read more

we would miss our delivery window. Then they sent a link for payment that didn't work, so I had to call and the person didn't want to take payment over the phone, they said the machine hadn't been turned on that day and would take too long to start up (which I find very hard to believe) and then they sent a link. In all, a very disappointing experience and they couldn't get the order right, the cost right, the delivery right or how to pay for it right. It was a very poor way to do business. It was ordered on the 21st April and arrived on the 30th September.

Ordered and paid for a couch in full over the phone on 01/03, was told by the sales rep that we managed to secure the last item in stock that would be delivered 28/04. Then on 02/04, we received an email to say that the shipment wouldn't arrive in time, and that the couch would now be delivered on 30/04. No worries, a 2-day delay is reasonable. … Read more

Fast forward to today, a week before delivery, I called up to make payment for a coffee table that we added to the order to also be delivered with the couch on 30/04. Spoke to customer service over the phone and thought I would just double check that the couch was in stock and still good for delivery on 30/04. She confirmed that delivery was scheduled and everything was on track.

An hour later, I received a text message and email saying that Lounge Lovers attempted to call me about a delayed delivery but couldn't reach me (did not receive any call at all), and that the couch delivery has now been delayed to 30/05. A whole month. So I called customer service back and spoke to another representative, who said there is nothing she could do about the delay and that there is a chance the shipment might arrive before or possibly even longer than a month.

Sorry but this is pretty ridiculous, a 2-day delay and maybe even 7 days is acceptable but 30 days?! We intentionally placed the order 2 months ahead of our move in date, just so we wouldn't be caught moving into a new place without a couch. But this is exactly the situation Lounge Lovers has placed us in, and it is the most frustrating thing. There has been no offer for compensation from customer service, just "sorry, there's nothing we can do".

A word of caution to everyone looking to purchase something from Lounge Lovers that has an advertised delivery date that's in the future, or even ones that say 'In Stock'. Ours was, and now we are moving into a new place bearing the inconvenience of not having a couch for a month.

Positive – Absolutely thrilled with my experience at Lounge Lovers! From start to finish, they've set the gold standard for furniture shopping. Firstly, let's talk about their stunning selection of pieces. Whether you're after a chic sofa or a cozy armchair, they have something to suit every taste and style. What truly sets Lounge Lovers apart is their… Read more ·  1

exceptional customer service. From the moment I walked in, I was greeted with warmth and professionalism. The staff went above and beyond to understand my needs and preferences, offering valuable insights and recommendations without ever making me feel pressured. Their knowledge and passion for furniture truly shine through, making the shopping experience not just easy but enjoyable.

And let's not forget about the delivery service – prompt, reliable, and hassle-free. They kept me informed every step of the way, ensuring my furniture arrived safely and on time. The delivery team was courteous and efficient, handling everything with care.

Overall, I couldn't be happier with my experience at Lounge Lovers. Outstanding customer service paired with quality furniture and seamless delivery – what more could you ask for? I'll definitely be returning for all my future furniture needs and recommending them to all my friends and family.

LoungeLovers offer great designs, good prices and are very easy to deal with – Was looking on line for a sofa bed that wasn’t the chunky old ‘chesterfield’ option that you can barely sit on and with cross bars that dig into you if you have the audacity to try sleeping on it. We were introduced to LoungeLovers website via Google and it actually has a ‘sofa bed’ tab with over 40 options, so a great selection including several… Read more ·  1

well designed and good looking sofa beds that would have worked well for us.

Of course the proof of a sofa bed is in lying down on the transformed unit and and I was lucky we could visit the Brisbane store to eyeball the chosen sofa beds and take them for a test drive. I can’t guarantee that every option was there, but the ones we wanted to inspect were and we were able to transform them for ourselves and try them out as a sofa and as a bed. And haven’t things moved on from the sofa beds of yore? It looked like the store had a great range of everything and matched the website for products and easy access to any information you may need. We ended up having to choose between two well designed units that had good mattresses as well as offering comfortable sitting. The shop staff were great in answering or questions, taking our order and giving us an estimated delivery date before passing us on to the local warehouse. The great customer service and communication from the shop continues with Jenny from the warehouse who regularly updated us about when the delivery would happen. On the day she was able to tell us what delivery number we were on the truck itself and it’s ETA, she also gave us a link so we could track our sofa bed like we were watching the arrival of our uber.

When Kelvin arrived he was within the 30 minute window Jenny had given us, and he brought the well packed sofa bed into the house and left it in the actual room we wanted it. Delivery could have been easier and the assembly instructions we found when we opened the box were equally easy and made the minimal assembly simple for us to do.

So we definitely recommend LoungeLovers. Great designs, good prices and very easy to deal with from the ordering process through to the delivery updates & the tracking system on the delivery day. We will shop here again and give them 100% customer satisfaction rating.

We purchased a Manhattan desk in Oak. We are very thrilled with our choice as the desk is a work of art. So beautifully made and a perfect addition to our new home. The staff were amazingly helpful and the delivery service is the best that we have ever experienced. We were kept up to date at every stage and the real time tracking of the delivery vehicle was very impressive. Show reply

Loungelovers Fortitude Valley, their Customer Service Dept and the delivery Company are the best. Always put the customer first and all so incredibly friendly and helpful. Always go here first!!!! Louise Show details ·  1

Mark and the team were super friendly and helpful with the setup. We've very happy we added the option for them to built our bed base - really quick yet careful service Show details ·  1

Long Beach Mini LH Corner Sofa - Sienna Natural I have had this lounge for 3 months and it already looks 5 years old. I live on my own, so not like kids jumping all over it. The fabric pils very badly. I have made a complaint however, they say there is nothing wrong and that they would give me a pilling machine. I have never ever had to pil my… Read more

lounge. Update: Lounge Lovers have told me that they will replace covers or refund me. So, I'm happy that they have taken action. My advice is to check the rub rating of a fabric before you buy a lounge.

DO NOT BUY FROM THIS BUSINESS. 4 and counting delays for our couch. For an 'in-stock' couch, we've been waiting 4 months now. Whenever it's a week out from delivery, i'll conveniently receive a text message telling me that it's delayed again. This company is a scam, they make you pay for your item in full but you will never receive it. Asking for… Read more

my money back and lodging a complaint with the ACCC.

Original review here: https://www.productreview.com.au/reviews/661dcb9a-5383-5074-9e81-94750126a60b

Not a Happy Customer – I purchased a couch from Lounge Lovers 4 months ago and was never informed that it would require plumping every week to maintain its shape. Had I known, I wouldn’t have bought it, as I have had back surgery and physically can’t do this. When I raised the issue, they sent a technician who confirmed there were no faults with the couch—but that’s not… Read more

the point. The issue is that I was sold a product without full disclosure of its maintenance needs, making it completely unsuitable for me.

The technician, who was fantastic, showed me how to plump the cushions on a weekly basis, he was sweating at the end of it and there is no way that I could do that weekly. Since the tech deemed it “not faulty,” the company refuses to do anything about it. No store credit, no refund, no solutions—just a “too bad” attitude. This is unacceptable customer service. If you have any mobility issues or need a low-maintenance couch, I would strongly advise looking elsewhere!

Great customer Service ! – Tried to order online and had a hiccup so phoned Fortitude Valley store , the young lady on the phone was very helpful and as I knew exactly what I required minimum fuss! This was followed up by Jenny from the warehouse who notified us constantly on how delivery was progressing . From ordering to delivery it was seamless 4 days inc weekend ! Would definitely purchase from Lounge Lovers again. Show reply

Love Lounge Lovers – Found Lounge Lovers so accommodating. We bought off a plan and things kept getting delayed and they were so easy to deal with. On the day of delivery they kept me updated where the delivery truck was. The guys who delivered were very helpful and we paid for the install and take the rubbish away. Best thing we ever did! Would absolutely use Lounge Lovers again. Thankyou. Show reply

Terrible after sales service – Terrible after sales service. Keep changing delivery times unilaterally. No one seems to record what the last email of phone call was about. 30 emails and a dozen phone calls and still can't return items under their 21 day return policy

Great delivery and assembly service – Great delivery and assembly service. Take advantage of the free delivery offers when there are sales. Free delivery is over a certain $ amount. Show details ·  1

Excellect 4 seater Hamptons couch – Timely delivery and exceptionally prompt and clear communication. The couch is comfortable and suits our lounge well. Would recommend for sure! Show details ·  1

Worst experience ever – This has got to be the worst furniture company and store I’ve dealt with. First they delivered chairs I didn’t pay for then held my sofa order as ransom. I took 2 days unpaid leave to be home for them to collect the chairs and they never showed. I was forced to pay for the chairs otherwise they wouldn’t deliver my sofa. They then sent me the wrong… Read more

sofa and I got told I had to wait a few days for their claims dept to review photos before they can decide if I should get it swapped over. Sofa was never unpacked. I was also told if I didn’t like the outcome they will arrange a pick up and refund once claim dept reviewed the photos. This is an absolute joke, the store is happy to take your money then you have to deal with an overseas call centre who are useless. I’ve spent over $7k with this company. I will never buy anything from them again!

Lounge Lovers Couch – Very happy with my new sofa. Great price and quality. Delivery service was exceptional. I was kept highly informed on when my delivery was arriving. Delivery driver was very courteous and professional. Show details ·  1

Amazing couch and service – Staff were so helpful when we went in to look at the couches and we are so happy with couch we received. The delivery and set up was such a great option too! Show details ·  1

Best Customer Service Ever – I could not be happier with our entire experience with Lounge Lovers. Everyone we have dealt with whether they are in store, on-line or in customer service, have been brilliant and made our purchases so easy. What is striking is that they all have exactly the same customer service ethic and nothing was too difficult and they couldn't do enough… Read more ·  1

for us. It is so refreshing to see such wonderful customer service skills from young people and the team in general these days. When they finally delivered the goods, one had to be returned because it was too big for the elevator car and by the end of the day, we had a solution in place for an alternative product. It was very easy. We found they stocked a wide range of products and we got exactly what we were looking for. I have told and will continue to tell anyone I can, of our experience with Lounge Lovers and I will go back to them first up for my next purchase.

Dining suite – Very happy with my dining suite. I had to wait a few months for delivery . Well worth the wait. High end and beautifully made. Delivered and table assembled. No need to do anything. Show details ·  1

Rude Customer service - Joshua – The fortitude valley store has a rude staff member named Joshua, never have experienced this anywhere before, I wouldn’t bother ever going back Show details