MiniJumbuk Gold Wool Reversible Underlay Queen

Customer Service leaves a lot to be desired – Spoke with 3 people within the business including Amanda, Crystal & Lucy. Amanda worked in the office, Crystal in their store on the weekend and Lucy being the retail manager. Upon my first inquiry, Amanda stated that they would price match Harris Scarfe and they had a special going with two pillows on order over $299. I went into a Harris Scarfe store to try them and was happy. I then called up and spoke to Crystal and placed 2 orders of the gold underlay in queen, one for me and one for my partner. (Amanda and Crystal were both polite and took the time to consult me correctly, a credit to Minijumbuk).

I then received a call from Lucy saying I needed to choose the lower price or the higher website price with the pillow. This alteration in price after the fact is reasonable if other team members have gotten it wrong, but not when someone speaks to you like you're a 5 year old child and does not listen to what you have to say which is EXACTLY what Lucy did. Essentially insinuating that I was lying as 2 other team members didn't agree to that deal. Why would I go take the time to drive to a store, NOT purchase from another store at that discounted price when the underlay was physically there and I could take it home instead of having to wait a week in the mail for an order for the same price? Especially when I'm currently on crutches after surgery and mobility is not an easy task. I wanted to go directly to the manufacturer and support an Australian Owned and Made business instead of purchasing from a retailer that buys in bulk and make their cut off the order as well. It seems big business have customer service in place, where Minijumbuk do not.

Customer Service 101 is ALWAYS listen to a customer, apologise but then diplomatically state your position especially when the answer is no. This was certainly not the customer service I was afforded.

Please note: I have not yet received my underlays, but I own 2 x cool quilt covers, 1 x everyday quilt cover and 1 x cotton quilt cover all from Minijumbuk and find their quality, performance and longevity excellent. Next time, I'll stick to buying from Harris Scarfe and Myer instead of directly so the customer service matches the price tag you pay for the products.

Great underlay, very comfy for sleeping – Lovely woolen underlay, cotton side for summer and wool fleece for winter, so comfy and makes you feel like you are sleeping on top of fluffy wool and helps regulate your body heat, have slept wonderfully since purchasing. Great as it can be machine washed too. Very good size for my Queen bed and deep walls to keep it in place. Definitely recommend this product.