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Why didn’t I check the Australian reviews !!!!!!
Ow goodness !! Do not make the same mistake as me! I have had the most terrible experience with a mattress purchased from noa .. what a horrible company :(
They take no responsibility!
They turn everything around on the customer!
They send generic emails at 1am Australian time!!!
They have offered me Zero help
I am so sad I didn’t just get a mattress from snooze, companies like this make people distrust online business.
Thanks noa for this utter disappointment.
The mattress is slumping
So I got this in a king with my partner and after a year his side is slumping a lot. I can feel it when he gets into bed. And the middle section is horribly hard compared to his side. It now feels like there are three parts to the mattress. We reached out to them and they said take a photo and the slumping has to be visible like with a ruler but it's not visible but you can tell that there is a huge dip where he sleeps and it's noticeable. It's not to the point where he can't sleep he just has to sleep in the same location all the time. I shoul...d have done way more research on them but they were new at the time. So now I'll wait till I have more money and we will go with someone else and trow this one away. We can still use it but I wouldn't give this thing to anyone. Look at others and do your research before purchasing from NOA
Noa Sectional: Charcoal is actually BLUE
The actual couch itself I'm happy with, it's super comfortable, practical and nice to know I can move it around as needed.
BUT I ordered the charcoal colour and it is not at all close to the images provided on their website, it is quite clearly blue....when I got in contact they said "It's viewed differently in different lighting situations". I'm sorry but that's a big fat NO from me...it is BLUE.
Also annoyed because originally I wanted cream but it said it wouldn't be available for a month and we needed a couch ASAP. The following day after...I purchased the charcoal couch the cream was magically available again??? I am happy with the product itself (minus the colour issue) but the customer service is not existent. I can't find anywhere else but here to leave an honest review. They're lucky the product is comfortable and I don't hold grudges. If you want good customer service don't go here because all you'll get is automatic responses from people in another country. Please be mindful before purchasing from them as the reviews on their website are selected to make it out like they're the best in the business.
Delivered without brackets and screws. Called, they posted out HALF the screws and the wrong brackets...
Posted out the bed and mattress with NO screws or brackets. I called, they posted out about half the screws I need and the wrong brackets. Trying to call but can't get through to get help. Sleeping on the floor. Great.
Pacific modular sofa
We gambled and bought the sofa online from Noa Home, the website said in stock and it came at the expected time frame! Only thing was that the one out of 4 parts came in one week and all the rest in the week after, people on the phone were super nice but they didnt know what was going on, why or when it was gonna come really. Well it all got here in the end and i love it! Good quality, nice fabric, im happy!
Terrible customer service
I purchased the flow sectional well over a month ago under the guise that it would be restocked on May 10. During the waiting period I checked me emails frequently for status updates & was shocked that I never received any - not even by May 10 that date NOA claimed the couch would be restocked.
I realised that the onus was clearly on me, the costumer, to figure out when I could expect the seventeen hundred dollar couch I had paid for, which had me scratching my head. After calling the customer service line, a representative seemed just as con...fused as me, left me on hold for a lengthy duration & then promised I would receive an email with the date of arrival the next morning. That email was supposed to come yesterday however I am still waiting. How can information as simple as this be so hard for a company to provide? How is it that you can rake a customers money up front without having any idea / security around when you can deliver them the item? This is utterly confounding & I cant believe I’m spending my time chasing this up. I receive more professional customer service at a two dollar store. Please remedy this issue ASAP - I do not wish to waste any more of my time here.
Worst customer service ever
Whatever you do don't subscribe to this company as they will haunt you with advertising emails for years. Purchased and had to return mattress but the emails keep pouring in without any way to unsubscribe which is illegal I believe. Staff do not want to help and redirect everything back to the customer. BEWARE and be warned.
Pacific sofa - rubbish quality and faulty - don't bother
The messing about and frightful quality are not worth the effort. I purchased a 'Pacific' modular sofa originally on 28 February, had to cancel purchase because Noa could not manage/grasp delivery instructions, then re-purchased at 2 March because I wanted the sofa Noa had on its website.
The sofa arrived, and I really love the look of it. HOWEVER, one module has a flaw in the fabric that looks like a pull or knot. It cannot be missed. The sofa is rubbish quality too, but it looks nice (bar faults). After telling me that I should keep the sof...a for the 'trial period' of 30 days and see how I feel after that time, which is not in compliance with Australian Consumer Law, I had to demand a module replacement without flaws - as I believed I was purchasing. I have received copious nonsense emails with insincere apologies and offers to do ‘absolutely anything’, apparently written by an obsequious 15 year old. I have also received many emails telling me how good Noa considers itself and how surprising it is that the sofa would be faulty. Noa's excessive use of superlatives in its email responses just makes the 'give me a product without flaws and faults' process all the more insincere and untrustworthy. A replacement module arrived today, 17 March. The delivery people don't bother with masks and throw the furniture about/drag it. Even better, the replacement for the faulty sofa piece is in the wrong fabric, wrong colour and different proportions to the other modules originally purchased. The replacement does not match the other modules, at all. I would recommend NOT purchasing from this entity. The sofa looks great in the ad but in fact, the actual product is cheap and nasty, and faulty. Noa seems unable to provide a sofa that is not faulty. The messing about and time wasting, having to be away from work to try to meet the delivery people, and having to chase up the elusive Noa to have a not faulty sofa delivered take up too much time and effort. The actual product, the Pacific sofa, is not worth the drama. At any rate, I still do not have the sofa that I was led to believe I was purchasing, but I do have four large, poor quality and not matching pieces of a sofa in my small apartment, taking up space. Noa is taking the p*ss in the Australian market.
Damaged goods and poor customer service
I had waited months to purchase myself a new bed frame. That excitement was short lived.
The box arrived badly damaged (see photos) I opened the box the following day as I was scared the contents may have been damaged. When I opened the box it was clear that the product had been a return and had previously been unpacked and repacked poorly (see photo) This is literally the state of the box on opening!!!
I examined each wood section as it hadn’t been protected from metal components and found a couple of damaged sections (see photos)
Follow...ing the returns/exchange process on the Noa website I sent the photos. 3 emails and one Help Desk request to support and still no response from them. I am yet to assemble the bed to comment on the quality of the product.
Worst customer experience ever
Beware of this business! NOA is an overseas run company with no local customer service team. I called several times and after waiting on hold for several minutes was directed to a voice machine and my calls were never returned. After 2 weeks of not receiving my item (they state next day delivery), I left another message then email for a cancellation, which wasn’t processed. It was delivered today to ground floor blocking my foyer and posing a safety hazard - and I'm on the top floor and cannot get it to my place! Plus I already tried to cancel it!! They have refused to cancel and refund my order and I am having to follow them up! Give me my money back!!!
Mattress hasn't arrived and staff wont help!
Contacted Noa staff and courier staff after package stopped being tracked. Was told label had been ripped off and it was sitting somewhere and no delivery estimate could be provided. This has occurred between 11 Feb and now. Noa staff will not help and provide their generic responses and wont issue a refund and recall their parcel. Their third party company wont assist other than to say "sorry no update as yet". I paid for the mattress upfront which wasn't cheap! Trying to get it though is proving to be an absolute nightmare! BUYER BEWARE - this company will take your money and wont deliver your goods. Complaint lodged with Fair Trading to get this resolved.
Don’t trust this company
Yes there mattresses and couches look extremely comfortable
But I would not recommend purely because of their customer service lack of knowledge on their own company.
After contacting them multiple times via phone I was told that the couch could be shipped to my location only to have issue when it came to ordering it here
My partner then rang them and he was told they couldn’t ship here
Each person we spoke to gave us a different answer they then tried to say that their website stated they could not ship here which in fact it didn’t
It said there were delays to this location and it still allowed you to choose that location at checkout.
Flow Sofa okay, delivery not okay
I spent a long time searching for the perfect sofa for my space and was attracted to the Flow Sectional for the colour, style, flexibility to configure the pieces as I needed, and fast delivery. I don’t dislike the sofa itself as it’s comfortable and the fabric feels soft (but it a little on the shiny side). It is definitely darker than the photos on the website though and the shade of grey is definitely different, which is disappointing. Surely it’s not hard to put some accurate photos on the site. I am not going to go through the pain of retu...rning such a bulky item over a colour, but I’m forever going to think about what I had hoped to receive. I think they really need to review their delivery proposition though. If I’m spending $1,699 on anything, I’d at least expect to have some kind of certainty on delivery date. This is a sofa, not a pair of shoes - I should ideally be home to receive it, so I need to know when it’s coming to be home for it. My delivery was made randomly after contacting Allied Express asking them why it was sitting in their depot for a few days with no movement. I specifically left instructions to leave the packages in front of my unit as I’m up two floors, but instead the three wrapped pieces were left at the front door of the apartment block - extremely embarrassing to come home to, and impossible for me to take up the stairs myself, so I had to rely on asking a friend to help me take 3x26kg pieces up with me. The plastic on one of the parcels was also torn. Thankfully the sofa itself was not damaged. I’m also left with packaging to dispose of. I’ve learnt my lesson and will stick to a real furniture store where I can physically inspect the piece and arrange delivery with the seller. This is not a way to buy furniture and I’m sad because I really was excited to try something “different”.
Love my Flow Sofa!
I've got a 4 year old and she absolutely adores this sofa. I didn't think twice buying the cream coloured one knowing that I can easily clean it. The sofa is so easy to move around which is really a plus!
Truth be told, the distribution part was a bit of a let down but the customer service from the company itself had been very reassuring.
I ordered my sofa early November of 2020 and it is clearly indicated on their website that it was a PRE-ORDER and that they are estimating to receive the stock by the first week of December. When I did not h...ear from them on the first of Dec, I emailed them and their customer service was very apologetic, took the time to explain the cause of the delay and offered a discount. I was given another ETA (second week of Dec) and was advised that they'll keep me posted in case of another delay. They were able to deliver my sofa on the second week of Dec so I was happy, there was a bit of a hiccup though as it was the wrong colour. I contacted their customer service again and the process to exchange had been smooth although I had to wait again as the pickup was needed to be booked and the shipping of the correct sofa can't be done on the same day. (The colour is indicated on the label of the packaging but I was busy at that time so I didn't read it. Their courier could have taken the sofa with them on the same day that it was delivered.) As I understand, Noa uses third-party distributors so my experience may or may not be similar to other customers. But once you get past the complexity of the shipping of the product, you'll find that there is actually a really good small, entrepreneurial team behind this company who is just trying to get their amazing products to a wider audience.
Worst purchasing experience of my life
Ordered a sofa from Noa and received an email notification with delivery date details. Sofa did not arrive.
Called the Australian contact number for Noa during business hours, on the hour -- no one answered. Called their third party delivery provider (TMS - the only contact details available) -- spoke to three different representatives who said they would investigate and call back -- they did not. Called Allied Express, who claimed they had no record of the consignment being picked up (even though a consignment number was provided).
Do not purchase from this company.
Questions & Answers
I have purchased a mattress, at the moment I am sleeping on an air mattress on the floor. Although it is still in delivery window I still called the warehouse to see what was happening. They say there’s no stock of this mattress in any of the warehouses in Australia. So I’m very concerned I am not getting the mattress anytime soon. I am leaving this interaction up with updates as the customer service is abysmal, and the warehouse said they only contact Noa via email. If that is a lie then shame on you, and if that is correct also shame on you. That’s absolutely terrible business practise to do to not only a third party company but also to your customers. You have one number and the others I’ve found all have the same answering machine service to Singapore. It is an absolute farce that you claim you are contactable by phone. False advertisement at its finest. Please tell me what the policy is in regards to things being out of stock, I want to know when shipments arrive because I know any problems with dispatch isn’t the warehouses fault. It’s false advertisement to take someone’s money knowing full well the item wasn’t in stock and claim it will arrive in 10 days. It’s day 3, no stock. I know how this works, I worked dispatch in a warehouse.
Also if you don’t reply to this in the next few days I will be leaving poor reviews on every single website that takes reviews
Thank you for reaching out to us and for sharing your concerns, we'll be more than happy to assist you with the status of your order.
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We look forward to hearing back from you so that we can have this sorted out promptly.
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