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Noa Home Australia
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barneyGGreater Melbourne (Inner), VIC
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...Read more
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.Similar opinion? Write a review on ProductReview.com.au!
Paul K.Sydney, NSW
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!!!
3 comments
Interesting. I have left several messages and sent several emails and you respond only on a public forum. Pathetic. Also, you might want to double check it is actually being picked up today because I ... Read more
have spoken with the courier and they have no recollection of your so called contact.Maggie H.Noa
Hi Paul,
We can confirm that our support team has responded to your email inquiry. As well, our carrier partner has informed us that they have spoken to you over the phone and confirmed that the nece... Read more
ssary arrangements have been made for the collection of your order.Similar opinion? Write a review on ProductReview.com.au!
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4.9(432)- Verified customer
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.
1 comment
Maggie H.Noa
Hi Kyllie,
Thank you for taking the time to share your feedback regarding your experience with Noa Home.... Read more
Kindly note that your order was processed and dispatched from our distribution centre within 24 hours of being placed, and is currently in transit, making its way to you. As indicated on our website, transit delays to your area are estimated between 5-10 business days; additionally, there may be some delays in light of circumstances surrounding Covid-19. Our delivery policy and delays are clearly provided on our website to ensure our customers are aware of the timeline when placing an order with us. That being said, we've requested an update from Allied Express regarding the status of your delivery, and will make sure to follow this matter closely to ensure your order is delivered to you as quickly as possible. Please don't hesitate to reach out to our team if there's absolutely anything else that we can assist you with in the meantime, we'll be more than happy to help :)Similar opinion? Write a review on ProductReview.com.au!
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DarcMelbourne
- 2 reviews
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.
...Read more
1 comment
Maggie H.Noa
Hi there,
Thank you for sharing your candid feedback. Please accept our apologies. ... Read more
Our sofa collection requires special handling from a white-glove transporter which operates primarily within specific postcode areas. Our team always tries to see if exceptions may be made (which at times we successfully do for out of area shipping addresses); unfortunately are transporter was unable to do so here. Once again, we're sorry for any misunderstanding. Please email our team anytime and we'll see if there's anything further we can try to do. With warm regards, MaggieSimilar opinion? Write a review on ProductReview.com.au!
Robert S.Sydney, NSW
- Verified customer
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...Read more
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”.1 comment
Maggie H.Noa
Hi Robert,
Thank you for sharing your feedback on your purchase of a Flow modular sectional. If I may, I'd like to share a few comments.... Read more
First, please accept our sincere apologies if the delivery experience was disappointing. We've currently in the process of transitioning to a white-glove transporter in two more major metro cities to provide a greater level of personalised delivery service for large, fragile home furnishings. In terms of colour and product selection, may we ask if you requested fabric swatches? We offer, free complete sets of fabric swatches for all our products; this allows customers to see, touch and feel available colours and fabrics prior to completing a purchase of a product for their home. Lastly, we offer a flexible return policy within 30 days. If you have any further questions or concerns, please feel free to write our support team. Thanks again for your candid feedback, MaggieSimilar opinion? Write a review on ProductReview.com.au!
- Verified customer
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...Read more
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.1 comment
Maggie H.Noa
Hi Christine,
Thank you for taking the time to share your candid feedback regarding your experience with Noa Home.... Read more
We sincerely apologize for any bumps along the road, but are truly happy to learn that our team was able to assist you every step of the way in a satisfactory manner. More importantly, we're thrilled to know that you (and your daughter) have been enjoying your new Flow sectional :)Similar opinion? Write a review on ProductReview.com.au!
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.
5 comments
Maggie H.Noa
Hi Michelle,
Thank you for sharing your comments regarding your recent purchase with us.... Read more
We're truly sorry if you had difficulty getting in touch with our team over the phone, as we have been receiving a higher than normal call volume at this time. Your order was placed on 5th January, and processed the very next day. In order to prepare an order for delivery, consignment details / labels must be created. You therefore received consignment details regarding your order, which would allow you to follow the progress of your delivery once dispatched. This email also provides delivery milestones (dispatched / in transit / onboard for delivery / delivered) to help determine at what stage your delivery is at. After further verification, your order had not yet reached the "in transit" stage and therefore the delivery has not been missed. Although an estimated delivery date is provided, this date remains an estimate, and is in no way guaranteed. As indicated on our website, orders typically shipped within 1-7 business days, once dispatched. When you contacted Allied Express, they were unable to assist you as their driver had not yet collected the order from our distribution centre. Only once the order has been collected and scanned into their system are they able to provide you with further details regarding your delivery. At this time, we can assure you that the processing and dispatching of your order is underway and following the standard, thorough process that all our customer orders go through. Please feel free to reach out to our support team at any time if we can provide you with further details regarding your order and / or our delivery process. With regards, MaggieThank you for your response Maggie.
To be clear –– the issue is not with the delivery times indicated on your website. Rather, it is that I received very dissimilar estimates in the email notificatio... Read more
n to those on your website that were confusing; add to this that I effectively lost a day's annual leave in an attempt to seek clarification on the discrepancies.Maggie H.Noa
Hi Michelle,
As indicated on our website, we do not schedule specific dates for in home deliveries. We do not advertise that we do, or provide any promises or guarantees to do so. Estimated delivery ... Read more
dates are in and of themselves estimates and therefore, do not require or insinuate that a customer should stay home for an entire day, for an estimated delivery date.Similar opinion? Write a review on ProductReview.com.au!
FelippeGreater Melbourne (Inner), VIC
I am feeling completely regret - Don't buy from this company
I am completely regret for this purchase as my sofa has never arrived at my home. The company already gave me 3 different dates and every time they cancel the deliver. I was told by the warehouse that my sofa had not arrived in the country yet, so I would never recommend this brand to any of my friends or family. Terrible service.
1 comment
Maggie H.Noa
Hi Marlon,
Thank you for sharing your feedback regarding your purchase with us.... Read more
We had requested that your order be prepared and delivered to you by the 17th as was discussed, and they assured us there would be no issue as we received our shipment late last week. We are currently following up with them to understand why you have not yet received your delivery but can assure you we will have this sorted right away. A member of our team will contact you by email to provide you with further details. We sincerely apologize for any troubles caused, and can assure you that this is not the experience we hope to offer our valued customers. With warm regards, MaggieSimilar opinion? Write a review on ProductReview.com.au!
Shane C.Victoria
Do not purchase
I purchased a sofa from Noahome 5 weeks ago after looking at all their great reviews on their website. Obviously I now know they delete any negative ones as i experienced when they deleted my comments on Instagram. I was provide three separate delivery dates by there robotic canned support email. No one ever answered their Aus phone number or returned calls. After speaking to their warehouse partner i was told my couch wasn't even in the country.
1 comment
Maggie H.Noa
Hi Shane,
Thank you for sharing your comments regarding your recent purchase with us.... Read more
As indicated on our website, as well as your invoice, the product was out of stock at the time of your purchase. We do our best to provide accurate back in stock dates on our website however, these remain subject to change in the event of circumstances that remain outside of our control, especially during these unprecedented times. We can confirm that our team did not provide any specific delivery dates on your order, as we are not privy to our third party transporter's delivery schedules. Rather, we provided you with a timeline as to when our distribution centre would be receiving our shipment, and would subsequently be dispatching your order once it would have been processed. We apologize if there was ever any misunderstanding between yourself and our team, as this was never our intention. As per your request, we have cancelled and refunded your order in full as we understand you were unable to wait for your item to become available any longer.Similar opinion? Write a review on ProductReview.com.au!
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Maggie H.Noa
Hi Paul,
Thank you for sharing your candid feedback, we'd be more than happy to address your concerns with the hope of providing some clarity on what has transpired during the processing and shipping processes of your order.... Read more
First and foremost, we're truly sorry to learn that our support team has not provided you with the level of service you expected. Our team provides our customers with support via email, chat and phone, and ensures to get back to all customer inquiries within 24-48 hours of receiving them. As indicated on our website, we are unable to modify / cancel an order once it's been received in our system. At the time you requested to cancel your order, it had already been processed and therefore, we were unable to cancel it at that moment. At this time, we do not offer or advertise next day shipping. Processing and transit delays per area are provided on multiple pages on our website for our customers' reference. That being said, we proudly offer free shipping on all orders. This service includes threshold delivery only, as explained on the Deliveries page of our website. In other words, our third party transporters deliver orders to the first point of entry. Our team has requested that your order be collected as soon as possible, and we will process your full refund once the collection has occurred. Please don't hesitate to reach out to our team at at time if we can be of further assistance in the meantime, it'll be our pleasure to help.