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Shocking customer service and still no dining setting 6 months after placing the order
I ordered a dining setting in September 2020 and still have not received it 6 months later. It was only supposed to take 8 -12 weeks. I am advised that it should be coming next month (April 2021) but they can't guarantee this. I have been given the run around, very little information or incorrect information throughout the whole process. I am constantly having to chase the store (Belrose) for an update on my order. During my last call to them this morning, I asked if there was a manager I could speak to above store level and was told 'not really'. I will never buy from them again, nor recommend them to anyone.
Fell to pieces, overpriced, terrible customer support - do not buy!
I spent thousands on an outdoor lounge setting from Osmen at Artarmon. Within about 2 years, the wicker had deteriorated to the point where the arms were all broken down, and the seats were deteriorating too. It looked terrible and was too uncomfortable to use. I contacted the store, and was informed that the product was out of warranty and discontinued. The response I received was not only unhelpful, it was passive aggressive and rude! Here is the opening line: "It is unfortunate to see such a beautiful set becomes like this due to lack of ca...re and maintenance". Dao continued to inform me that because the set had been exposed to sunlight, the only thing he could do is sell me a different set... no, thank you! I don't have a need for outdoor furniture that can not withstand 3-4 hours per day of sunlight. I now have a really large, expensive pile of rubbish that I need to pay to take to the tip. Do not buy anything from Osmen Furniture!!
We bought an item from Osman for over $1000 that took 10 days to deliver and put together. When they did, it was missing a piece which I did not discover until the delivery team had just left. When I call the driver to check where the other piece was he said he would call me back. When he did I was told that he had spoken to their Artarmon store and the item was meant to be like that. Not so as this was not how it was displayed in store.
When I spoke to the store they said they would call me back before they left which they did not. All I got ...was some text messages saying that there was nothing they could do until they spoke to the warehouse a few days later. I expected this to be a long drawn out fix. Then, amazingly, the next morning at 10am they arrived to install the missing part. So from terrible service, they manage to exceed my expectations with a really nice fix. Thank You.
- Verified customer
Quality outdoor lounge setting
Purchased the Alice 4pc outdoor setting from the Castle Hill store. Great explanation of product prior to purchase by sales staff. Very pleased with quality, construction, and ease of assembly. Item was delivered on the day as promised. Delivery time confirmed on the day. Pleased with the overall experience.
Told me I should bring my outdoor furniture INDOORS when it rains
Firstly I asked this question prior to purchase and was told the chairs were fine though the cushions should be removed. I am ok with that. I purchased a Portofino setting from Artarmon which is powder coated metal with timber arms. When it rains water gets trapped under the timber and I drain it after rain by tipping it over. Artarmon store said it shouldn’t be getting under so came to collect the chairs (after 2 months of phone and email contact). I thought they were replacing but instead drilled holes very poorly all through the frame, scrat...ched areas and ruined the setting (see photos). I can’t believe someone signed it off as acceptable. After more call/emails they replaced the entire setting with one that traps more water than the first. I still have concerns about the timber rotting but I’m not going down that road again.
Called up to make changes of the order but still got what I originally ordered, contacted them and was told that they didn’t have the record of my call and it might be someone who worked just for one day and the guy forgot to inform them of the changes.
Purchased Orb chair $1300 (faulty paint)
We purchased Osmen Orb chair, for Christmas present, and when unwrapping the paint is missing on a section of the frame & has cracks all around not very good for such an expensive chair I feel really disappointed, my wife emailed and then called the company spoke to [Name Removed] From Alexandria and was told to buy spray paint from Bunnings or that they could send us a spray can and paint it ourselves really [Name Removed]?
BAD CUSTOMER SERVICE AND DISSAPOINTED.
I called Osmon in late October to ask the lead time on a two seater and coffee table. I was told that I would have it in eight to twelve weeks as there was stock on the water from Italy. I place order on September 3rd and paid in full. After dozens of attempts to make contact with osmen to get detail on the delivery I finally get email from ###### to check my details we correct. I confirmed the correct details and had to further email about delivery. Another email from ##### said that the product would not be delievered prior to xmass. Twelve weeks would be November 30th approx. The customer service is simply very bad. Once your money is taken then you whistle in the wind. Noting bad to say about the products.
Expensive and falling apart
Four years ago my husband and I bought an expensive outdoor setting from Osmen. The weaving on the table is now completely broken and the seats are now starting to break up. We've spoken twice to salesmen but they don't offer any refund or alternative setting, no help whatever.
Visited Castle Hill store just looking and spoke to Angie, she had fantastic knowledge and ideas, assisted with measurements and specific pricing.
After decided to purchase she kept in contact nominating delivery date, all products arrived on time and were installed, installers removed all rubbish and left no mess.
A few days latter i noticed a scrape in white paintwork on armchair, i spoke to another sales person who after sending photos organised a replacement the following week.
Angie followed up all correspondence to ensure complete satisfaction.
I cannot speak highly enough of their products, prices and professionalism.
Poor quality and worst customer service
I bought a TT Milo Extension Table With 6 aluminium slings dining chairs from OSMEN Artarmon in October 2018. I also paid for a Privilege Membership card -2 yrs. The table top starting having a thin crack which spread across the width and length of the table over the past 3 months. In Mid July 2020, I went into Artarmon and raised with them. They told me I had to email back with photos of the table to the email address I received with the original order details as ‘they had changed their computer system and could not locate any records’. T...hey were unable to assist me and just told me to send the email. The only interest they had was in selling furniture so as soon as another customer came in they walked away. I took photos and emailed Osmen three times as instructed and have received no response. A product at their pricing should last a long time. Do not buy their furniture. It is poor quality for a top price and service is non existent. You can not put a warranty claim in because they do not respond!!!
worst customer service and I don’t recommend to anyone.
I have purchased egg chair with delivery and installation “extra money” they delivered it after 2 weeks but the big surprise when the courier put in the middle of living room with stand and bar laying around my unit, they told us that installation kit missing and they should organise it with factory, I have been chasing them and they told me they will come after 4 days, now I have to wait four days and I have a kid and all this unsafe metal materials laying around... no more dealing with them
worst customer service
We went to Auburn Osman, the lady staff over there is busy on the mobile phone for more than half an hour and does not care about the customer in the shop. When we asked about the product information it's very hard for her to reply. Maybe she don't like customer coming into the store. I felt like shopping in the grocery shop. The outlet is very nice with a good collection of furniture but the staff lacks customer service skills.
Osman Outtdoor Furniture Alexandria
I would highly recommend Osman outdoor furniture Alexandria,Sam was extremely helpful and 2 years later Im still buying outdoor furniture from Sam.The team is very obliging and go out of their way to give you that extra service,please if your thinking of buying outdoor furniture save yourself time go to Osman Alexandria and ask for Sam You will not be sorry,
OUTRAGEOUS - Damaged goods - and want to charge me cancellation fee for seeking refund
I bought 8 outdoor dining chairs from this company at their Belrose display centre.
The chairs were being held until we moved into our new home. I had requested one be delivered to the centre so I could collect it and match it up with a table that we needed.
When I arrived to pick it up it was wrapped up but clearly not handled well in transit. There were chips and scratches in multiple places. The shop assistant said that she would replace it but I no longer want these chairs as it was obvious from looking at them how easily they mark, scrat...ch & chip. When I requested to cancel my order they made it extremely difficult for me. I had to submit photos and a written email to them outlining my complaint. The store wasn't authorised to process my refund so it had to go through head office. I have now been told that despite the goods being damaged, if I want to seek a refund I will be charged a 20% cancellation fee - absolutely outrageous! The store will not provide me with contact details of who to speak to at head office to try and sort out this out. Very upset
Osman Outdoor Furniture Artarmon. Excellent service and furniture.
I recently purchased an outdoor setting from Osman, Artarmon. The staff were extremely helpful, and after listening to my requirements patiently they suggested various items of furniture. After a thorough trying of the furniture I found exactly what I required. The items were delivered in excellent condition. I received a follow up phone call to ascertain if I was happy with the furniture.
Highly recomment the Artarmon store. Great staff.
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