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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!!!
- 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.
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.
- 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...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”.
- 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...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.
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.
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.
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