From the 28th of July, 2020 Lounge Lovers is offering a $50 voucher to customers encouraging either a positive or negative review based on their build experience. It is possible that some reviews were written by customers who received this reward.
Reviewer Photos & Videos
Over dependence on template emails
This is an email i received from their customer support. Lol
We are extremely sorry. We have just received a notification from our freight forwarder regarding the ship carrying your furniture. We were expecting to deliver to you on the , but now we won’t be able to deliver until .
Appalling customer service
From the moment I hit confirm this has been an unpleasant saga. The customer service has sucked every step of the way.
The dispatch date was not visually clear on the website so I ordered thinking I would get 3 day delivery and then found out I'd have to wait almost 2 months. Fine, I wasn't thorough enough so I lumped it.
The day I purchased the website crashed and I didn't receive an order confirmation. I called, emailed and FB messaged and could get an answer for hours. My confirmation didn't come for over 24 hours.
About 2 weeks later I...was served an ad for a sale offering free shipping. The dispatch date advertised was almost 3 weeks earlier than my already confirmed date. Once again I emailed and FB messaged and didn't hear back for days. I was finally offered an earlier delivery date (but no refund on shipping). The bed finally arrived - the delivery guys are pretty much the only positive thing about this experience. Props to them.
Beware you may not receive your order.
We purchased the Otis dining table in June 2020. Not once before purchasing were we advised there would be a delay. We have since been advised that the table will not be available until the end of January 2021! The order has been delayed 3 times already so who knows if it will ever arrive.
Misleading delivery information
I ordered the Coco Sideboard and Marina Round Coffee Table on 29 August, the website stated that delivery would be 1 to 2 days. After I ordered and paid the full amount I was advised delivery wouldn’t be until 4 December. Not good enough!
Very happy customer!
Incredible customer service, with flexible delivery options and well priced products.
I found the website really easy to navigate, and appreciated the stock availability.
I’ve had a great experience making my purchase with Lounge Lovers.
delay service and poor customer service all fraud
The webpage says "next day delivery" when I placed the order and did the checkout. I placed the order relying on its promise to do next day delivery but it turns out it would not be delivered until 14 days later. Called the customer service several times but the only thing they could say is "I will report it to my superior" but they never actually did. Marie from your customer team told me they would give a refund for the delivery fee but then I never received the refund also. Have sent 4 emails and only one got replied. I could understand the ...logistics might be affected by Covid-19 (although the website is still fraudulently overstating its "amazing delivery service" which is not affected by Covid-19), but what happens to your customer service team??? Is "reporting to superiors" and "getting back to the customer within one business day" also affected by Covid-19? I sincerely suggest you not to deceive your customer anymore and do not put misleading information on your webpage so as to induce people to place the order. THAT IS FRAUD.
Always see lounge in person
The lounge isn’t as easy to bend as it shows in the “ Happy 2 Seat Sofa Bed“ video. Add more struggling grunts and body bending in awkward angles to make it into a bended lounge and you’ve got something more accurate or just have a plus one help you bend your lounge. The colour is also more of a blue rather than a concrete grey, which is much harder to match the room around than the displayed grey colour.
Sofa bed is great!
Store was super easy to navigate and I recovered a lot of updates about the delivery and shipment. The delivery was smooth and the men very kind and helpful! The Kobe sofas bed looks fantastic and does the job. A little firm in the base, but I added a mattress topper which is perfect for slightly Longer stays
Long Lead, Unreliable delivery, Bad instructions
Website said next day delivery to metro but I had to wait 4 weeks for my armchair to arrive. The second delivery of a sofa took 2 weeks and I got a call several days to tell me that the date I had chosen wasn't available. I had to change my work schedule for this and completely lost confidence in the brand. Assembly instructions and construction marks on product look dodgy and unprofessional, though I didn't take any point off for these as I didn't expect more for the price.
Modern sofa bed at a great price
Happy with the quick delivery and great price.
Online store was easy to navigate. Phone serve was also friendly and helpful with stock levels. Surprised how modern and good value this sofa bed was.
Rudest head office who take zero responsibility
Do not purchase from this company.
I could talk to 5 different ways they have stuffed me around, but this company has taken enough of my energy.
Awful customer service with zero responsibility for delivery delays and delivering incorrect items. No urgency to rectify issues. Zero accountability.
Specifically told "apologizing wont change anything so i wont".
I have tried to resolve this with Lounge Lovers and they seem to not give a rats about putting themselves out at all to solve a stuff up made by them. Instead, the customer must continue to suffer.
Awful Do Not Order Online
Be warned if all the parts arrive, great but if They don’t and you need help from customer service you will be sent around in circles. Holes are not drilled in chairs, find out first if you needs to drill holes in any furniture yourself. Also if parts missing, Again customer service is bad!! I would never buy from lounge lovers again.
Poor quality tv unit, rude customer service despite 10/10 for delivery
Otis TV unit looks very cheap quality in real life. Would not recommend. Extremely rude staff in customer service team. Not hassle free returns as stated. It has to be unopened in the box which seems absurd as you need to open and assemble it to see how it looks. A real shame considering the fast delivery and great communication up until that point
Round Coffee tables are the best !
I am so happy with my purchase, it’s not just a coffee table but a statement piece ! I have never before had a round coffee table and am loving it so much !
- Online store
Item completely different. Bad communication. Originally given the wrong item.
I ordered the Stockholm console table from Lounge lovers. Picked it up from the warehouse, given an entirely different console table. Went back and picked up the correct one - which is completely different to the stock photo. Poorly made, big and bulky compared to the stock photo, measurements were incorrect and different to the original item I’d purchased. So hard to get onto customer service who kept diverting me to other areas, before telling me to email and would be in touch within 24hrs. Would not recommend buying from here.
- Online store
Comfy but poor quality
This is an updated review. I had been browsing online for some time, came across Lounge Lovers, loved the look of the Drake Velvet Sofa. It was delivered promptly but after a few weeks of use I was very disappointed. The pressure marks which can sometimes happen with Velvet were impossible to remove no matter what I tried, it made for a terrible look. I notified the store who sent out a lounge detective to check it out but his response was, because it wasn't an overly expensive lounge that this was acceptable. I was horrified with his response ...as I had paid $1700, which to me was a lot of money. I have a single armchair made of Velvet, no pressure marks on that one, which was purchased from another retailer, obviously better quality than the sofa from Lounge Lovers. I would definitely not recommend this product to anyone. Lounge Lovers did not offer me any solutions at all. Nowhere in the description was a mention of the immovable pressure marks.
Worse product and experience
You should re-consider purchasing from Lounge Lovers. The quality of their products are very poor and their warranty services are worse. I would not recommend them to anyone. You're better off buying from Kmart.
- Online store
Only purchase this sofa bed if you enjoy sitting on a hard rock!
Wow, what a huge disappointment it has been purchasing the Jetson 3 Seat Sofa Bed, looked so good in the photos, but after 2 hours of putting the sofa together, my wife and I were so excited to use the sofa only for the joy to turn into tears at how rock hard it was. It's literally a very painful experience to sit on this thing, don't even ask me what it would be like to sleep on. Shame on Lounge Lovers selling me this clearly defective product and asking me to throw away my hard earned money especially in this terrible financial climate we are living in. Even made a complaint to admin staff which to my amazement went completely ignored! Will never go anywhere near this business again!
Purchased a lounge online from Lounge Lovers. The item was not available in any of their show rooms to view however looked good on the website. We received the lounge and upon opening the box knew straight away it was different from what we saw online. We immediately contacted their customer service who asked for pictures of the lounge which we did. They advised it would take 24 hours for them to investigate. After following up 3 times over the phone (having 2 days already passed) we finally receive an email advising that since we had opened ...the package we weren’t entitled to return the lounge for a refund. Please beware if you intend to buy anything from this retailer note that you will not be able to return it! We will be submitting a claim to ACCC to try and resolve this matter. Extremely upset by the treatment by the customer service staff and their unreasonable/non existent “returns policy”.
I've never felt a need to leave a negative review but I'd hate for someone else to have the same experience as me. It's been so stressful it started when I paid $969 shipping for fast shipping and then my lounge sat in their couriers warehouse for nearly 3 weeks until they were ready to send and after numerous emails and calls I finally got them to ship it on. Then after weeks my bronte 4 seater sofa linen cover arrived a yellow tinge and I was told by an employee I would get a full refund including shipping so I purchased a new lounge only to ...be I couldn't have one a few hours later and was told I would only be entitled to the lounge refund so I would lose $969 shipping for a faulty product and they would send a new cover. I have purchased 2 lounges due to misleading information. I would of loved them to honour what I was originally told on a recorded phone call and refund the lounge and shipping. I can only hope that they decide to refund. In photo you can see difference between lounge that is white and the linen cover which has a yellow tinge. I have received my new cover which is exactly same colour. So I’m left no option as there compromise is me losing $969 in shipping for their faulty product. It is now going to Queensland Fair Trading. It’s mid May and still yet to be resolved. I spoke to owner and he does not care about my situation is only worried about his profit margin. Really disappointing as I actually thought he may do the right thing but the phone call I received was not a genuine call, he had no intention of doing the right thing. The bronte sofas aren’t white so if anyone is expecting them to be you’ll be so disappointed like myself.
Don’t buy anything here until you read this
I purchased six dining chairs about 2 months ago. They arrived and every one of them was mouldy and stained. I have not received a refund as they say they need to collect chairs first, but they are not arranging a pick up for damaged chairs. I have called them and emailed them several times about matter but they never respond. I would not recommend anyone going through this experience. Don’t buy a thing from these people!
Great product and delivery
Great delivery service and product come with zero damage. Was ordered online and lounge lovers where clear with delivery time and date. Date was not changed once set. We live in an apartment and was take right to the door step
Great furniture great service!
Lounge lovers went above and beyond. I bought a hamptons lounge, Gatsby dining table and velvet chairs. All have received big compliments. Their furniture is exquisite and their service is very professional. I will recommend to my friends.
Terrible. Would never buy from them again.
Just received a table that had a broken corner and a large scratch through the centre of the table. Tried to call lounge lovers and they did not want to know about it and just kept transferring me between people.
Faulty and delayed
2 out of the 6 chairs they delivered were faulty. The rest of the delivery is 6 weeks delayed. No communication from them. When I call no one understands what is going on. Shocking customer service.
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