OLAA Design
Verified2 reviews
Overpriced, Poorly Managed, and Disappointing Service Experience My experience with this reseller has been extremely disapponting and not reflective of a company positioning itself within the premium furniture market. Firstly, their pricing is unjustifiably inflated, significantly higher than purchasing directly from the original brands they represent. Their value proposition simply does not align with the elevated costs they charge. Wanting to purchase a final piece to complete my collection, they were reluctant to price match and advised if I was not happy to go elsewhere. Appalling, considering I had purchased several premium pieces from them previously. They have no respect for returning customers and only value your business if you are prepared to make an immediate purchase.
Secondly, communication and customer service are consistently poor. It is exceedingly difficult to reach anyone by phone or email unless there is an immediate opportunity for a sale. Once a purchase is completed, responsiveness drops entirely. A promised complimentary home styling consultation never took place, nor did the representative bother to explain the no-show. Weeks later, she advised she was essentially doing me a favour as these are normally paid consults and looked to reschedule when suitable for her.
Delivery was similarly unsatisfactory. The company relies on a single delivery person to handle heavy, high-value furniture items, resulting in a damaged crate. This approach is both unsafe and unprofessional for a business claiming to offer a premium service.
The screws on a premium priced stone product have already rusted within a few short months and tables were wobbly on arrival.
Overall, the experience left me questioning the credibility and operational standards of this reseller. The lack of accountability, inflated pricing and disregard for basic service expectations make it very difficult to recommend them. Future customers would be well advised to purchase directly from the original brands, where both service and value may be better regarded. Do your research prior to purchasing, like other customers, I certainly won't be purchasing from them again.
My review accurately reflects my experience. Olaa's public response attempts to shift responsibility back onto the customer, but the communication trail and dismissive behaviour of their representatives speak for themselves. Buyers beware.
Their reply contains multiple contradictions and attempts to rewrite events, so I want to make the reality really clear for anyone considering purchasing from this company.
Communication claims are false. My primary point of contact was their sales representative, who handled every single purchase exclusively through her mobile, via calls and text messages. This was the communication method their business chose, not me. It is a pity the review platform does not permit photo uploads to defend their false claims.
They state they “received no communication regarding price matching,” yet at the same time admit having screenshots of price-match messages sent to that staff member. You cannot hold the screenshots and simultaneously claim I never contacted you. That contradiction alone should raise major concerns. When the price match was inconvenient for them, I was simply told that if I wasn’t happy, I should “go elsewhere". This pattern of dismissiveness and denial is indicative of a business unwilling to take accountability.
Final Warning to Future Customers Based on my experience, I have serious ethical concerns about this company. I strongly urge potential buyers to conduct reverse image searches of the products, purchase directly from the actual brands, and proceed with extreme caution when dealing with this reseller.
Our Olaa Design Australia Nightmare: 4 Months. No Product. Asked to pay an additional 40% – 4 months ago, we made a purchase from Olaa Design Australia and paid the full amount upfront online. After waiting 4 months, we got in touch with them to track our delivery (which was due a month ago)... Much to our dismay, we received an email from Olaa stating that we would need to pay roughly 40% more than the original price to receive the product we had ordered in December.
The email also revealed that they had NOT even ordered our product yet, despite Olaa having received our payment and sending us shipping delay notifications over the past four months.
We had emailed and spoken to them on numerous occasions to get updates on the order, and while we were informed of a shipping delay, at no point until today did they mention that we needed to pay more or that they hadn't even ordered the product.
As if that weren't enough, they had the audacity to inform us that it would take an additional two months for the delivery to reach us, and that we would be required to pay approximately $2,000 more.
Olaa's utter lack of respect for us as customers, combined with their failure to fulfill our order or provide timely truthful communication, is completely unacceptable.
We are deeply troubled and dissatisfied with this situation...
My Wife was very much looking forward to this gift - it was a congratulatory present on her completing her PhD. But, now is upset and disappointed.
Have never had such a shocking experience with a small Australian business - ever!
ps. We totally understand if the price was incorrect and they made a mistake on their website. But they should have notified us within a few days, or a week, or even a freaking month. They didn't.
0/5 stars
Hello, Thank you for your feedback. We’re sorry to hear about the issues with your order earlier this year. After notifying your wife of a price discrepancy that was delaying the order, we offered to deliver the furniture at the original price, but you opted for a full refund, which we processed the same day. We’re committed to improving our processes and hope to have the chance to provide you with excellent service in the future.
Importantly, we were notified of this after 4 months of you guys having our money. It wasn't just a 'price discrepancy'. We were only offered the original price after writing the review online. And no, you guys definitely won't have the chance to provide us with so-called 'excellent' service in the future...
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Thank you for taking the time to share your feedback. We are genuinely disappointed to hear that your experience did not meet your expectations, as we pride ourselves on offering a premium and reliable service to all customers.
We would like to respectfully clarify several points to ensure accuracy for readers:
Pricing & Value
We understand that pricing is important, and we always aim to offer competitive value. Our pricing is determined by a combination of supplier costs, freight considerations, and the level of service required to deliver a reliable and premium customer experience. We do not artificially inflate prices; instead, we set them responsibly to ensure we can provide quality products, careful handling, and dependable delivery. This approach is reflected in our exceptionally high returning customer rate and the consistent positive feedback we receive (reviews listed on our website by our customers).
We gladly offer price matching for returning customers where possible; however, accurate and complete information is required to confirm eligibility. In this case, we received your request through an employee, but the screenshots provided did not include the full delivery address alongside the product & delivery price, which is essential for verification. We requested this information so we could assist further, but unfortunately it was not received, and we were therefore unable to complete the price-match process.
Communication & Customer Service
Our customer service team did not receive any emails or phone calls from you regarding price matching, delivery concerns, or product issues. We understand you attempted to reach a staff member directly during a period in which she had multiple on-site appointments. However, our primary customer service channels—phone (02 8001 6115) and email (info@olaa.com.au), both listed on our website—were not contacted. These channels ensure prompt replies and support from our dedicated team.
We are committed to communication excellence and continually refine our processes to maintain the high standard reflected in many of our verified customer reviews found on our website.
Home Styling Consultation
The complimentary styling consultation was offered as a goodwill gesture while our team member was scheduled to be in your area. When she reached out to confirm timing on the day, we were advised you were unavailable that day. We remain happy to support any styling queries through our standard service channels.
Delivery & Product Concerns
We work with trained delivery partners who specialise in handling our premium and often delicate furniture brands. To date, we have not had any instances of items arriving damaged. Should you believe your product has a fault—such as rusting screws—we kindly encourage you to contact our customer service team so we can assess and resolve this promptly under warranty where applicable.
We sincerely regret that your experience fell short of what we aim to deliver. If you are open to it, we would welcome the opportunity to assist you further and restore your confidence in our service. Please feel free to reach out to us directly at info@olaa.com.au or on 02 8001 6115.
Thank you again for your feedback.