OZ Design Furniture

On receiving my Avoca Blackwood table there was a small but noticeable varnish imperfection. Oz design support dealt with my issue promptly and offered a replacement table. I was able to use the present table until the new one arrived. I was extremely happy with the communication and that the table arrive within a couple of weeks. Super happy with… Read more ·  1

the quality of the table and the excellent customer service which showed me they want their customers to be happy with their purchase.

I chose 3 pieces from the Porto collection and love them all. They are built solidly and so attractive with the various coloured wooden drawers. All staff in the store were helpful each time I went to view and select my pieces, as well as the delivery men. It is so worth paying the extra dollars to , not only deliver the furniture, but also for… Read more ·  1

them to take them out of the boxes, place the furniture where I wanted them to go and take all the boxes and packaging away.

As a property stylist we update our stock regularly and every time we use a piece from Oz Design it looks amazing! The staff are very helpful at getting the stock quickly for us and keeping us updated along the way. I recently bought a gorgeous art piece for my own home and the delivery service was exceptional. Show reply

This is the third piece of Oz Furniture that I have bought. Have always been very happy with my purchases and dealing with staff at the Penrith store. My three pieces are the same ‘Jacob’ and certainly match but colour in the photos tends to show different to this. Show reply

I was a little bit hesitant in the beginning reading some online comments about design. However, there were more positive than negative experiences. Personally, I am very happy with the purchase, the furniture (buffet table) came in very well protected! The whole piece was beautiful, not like those cheap feelings. It’s sturdy, high quality. Show reply

Great service as always. I love this wall art. The photo on the website doesn't do it justice. You won't be disappointed Show details ·  1

We went into the outlet store which was very disappointing at the quality of furniture on sale, lots of broken items at quite high prices. So we left and visited castle hill store where we found a style we liked and asked about package deals but as the items we wanted were already on a good sale they wouldn’t offer anything not even free delivery… Read more ·  1

or free upgraded delivery so we decided to buy the 2 book cases and 2 buffet cabinets online instead. The website has really good measurements of not just the outside but also the shelve heights etc so it was very informative. Will be back to pick out some new bedroom furniture in the near future.

We bought a Charles buffet to match our Charles dining table. We think it would be good if there was an option to have some drawers in the buffet instead of only a single shelf. As a result we had to a shelf section and retrofit 3 drawers to one end of the cabinet. However we are very impressed with the quality of our furniture and friends are impressed with the styling Show reply

Staff were very helpful and made it so easy to choose Show details ·  1

Lovely candle holders. Just what I have been looking for over the past year to replace a broken one. So happy to have found them. Show reply

Very happy with our purchase good quality easy to put together at a good price Show details ·  1

Great help from Carin at Mornington. She allowed us to take the samples home to check the colour in our home before deciding on which colour couch we wanted. She was really helpful and the couch we chose looks fantastic and is really comfortable. Show details ·  1

Sales assistant was professional, knowledgeable, polite & friendly. Very fast delivery. Delivery guys were professional, careful of walls etc . Not an easy place to deliver to due to external & internal stairs. They handled difficult access with ease. Very happy so far with our purchase. Art worked returned fussfree. Returned because they were too large for our area. Show details ·  1

Dianne was an extremely helpful sales assistant from my first entry to OZdesigns to our final purchase. The delivery by Marty and Tyler was fantastic they were extremely helpful and careful from the unpacking, to the assembly of our dining and coffee tables. Showing how to open and close extension of the dining table. Also Marty gave us… Read more ·  2

information if we needed any follow-up contact for any reason. Also the available products from OZdesigns for the care of the tables and chairs. Our whole experience with OZdesigns has been amazing and we would highly recommend them to anyone. Warm Regards Lesley and Ian Post

Hampton Coffee Table, beautiful finish, two-way sliding drawer makes for easy access to what is stored in the drawer and large surface area for doing 1000-1500 jigsaw puzzles. Absolutely love my purchase. Show reply

I purchased the Lawson A Buffet with Glass Doors in Tasmanian Blackwood some months ago. I was originally looking at same without the glass doors but there were none in stock at the time. I then considered this buffet. I am very satisfied I have chosen this buffet, you can see in an instant what is in storage. The finish and colour is great it… Read more ·  1

matches nicely with my dining furniture. The drawers are solid and well made they glide well when opening and close firmly. The buffet has a quality feel and look about it. The customer service was also great as you would expect from a retailer like Oz Design. I have no hesitation in recommending any of my friends to consider Oz Design for any of their furnishing needs.

We bought this wooden table expecting it to look like the one displayed in the photos, but we were disappointed. It arrived with 2 large black crack-like line running through the tabletop, which makes it look much less attractive. The surface is… Read more

also extremely prone to scratches – it developed noticeable marks within just a month of normal household use. For the price, we expected much better quality and durability. Unfortunately, we wouldn’t recommend this table.

The quality of the Aruba bar stools exceeded my expectations, very sturdy with a wide comfortable seat and came fully assembled. My island bench is approximately 220cm long x 90cm high requiring 3 stools. Excellent customer service. Show details ·  1

We bought a tiered floor lamp. Has worked for 12 months but all of a sudden it flickers all the time, may turn on very dim or not turn on at all. No abnormal use as used sparingly in a formal room. Customer care cannot be contacted and no call back… Read more

and no support to fix or replace. Extremely disappointed and would not recommend ever purchasing from them if no support for faulty products worth over $500. Very poor!

⭐⭐ Nice Furniture, Abysmal After-Sales Customer Service I contacted OZ Design on 26 July after our CALIX bench was delivered without the assembly hardware, Allen key or instructions. The matter wasn't finally closed until 21 August — 26 days later! OZ Design initially tried to source the missing hardware but ultimately couldn't. On 5 August, I… Read more

was offered a $50 partial refund if I sourced the missing hardware myself and kept the bench as-is. I accepted this and specifically asked for the refund to be returned to my original credit card. On 6 August, I was then told in writing: “We will arrange the refund of $50 back to your original method of payment” and to allow up to 7 business days for processing. There was no mention that the refund was conditional upon me first purchasing the hardware, assembling the bench and confirming I was satisfied.

After the stated processing period passed with no refund, I followed up on 18 August. I was only then told that management had not authorised the refund because they were waiting for confirmation that the bench had been assembled to my satisfaction.

Had that condition simply been communicated from the beginning, there would have been no confusion. More importantly, if a customer agrees to source missing hardware themselves because it wasn't supplied with their furniture, it would make sense to provide the agreed funds so they can actually purchase it, rather than requiring them to spend more of their own money first after already spending thousands with the company.

Unfortunately, sourcing the hardware created another issue. OZ Design directed me to the assembly manual for the specifications. Both the Calix Dining Table and Calix Bench manuals specify an M8×50mm screw. I followed the manual and purchased M8×50mm screws, only to find they were too short. I had an original spare screw from our matching Calix dining table, and it fitted the bench perfectly. Despite being told by customer service about the correct way to measure a screw (I'm not stupid), that wasn't the issue, the original screw itself was approximately 60mm and did not match the M8×50mm specification in the manual.

Tell me why I wasted my own money buying the wrong screws because your team can’t publish the correct specifications in your own assembly manual? And then tell me why I had to pay AGAIN out of pocket for the correct missing hardware before OZ Design would even release the $50 partial refund you’d already offered me?

I eventually took the original Calix screw to a hardware store, where I was assisted in purchasing M8×60mm replacements. They fitted the bench perfectly and matched the original table hardware. I repeatedly raised this discrepancy because I genuinely wanted OZ Design to investigate whether the specifications in the manuals were incorrect. Instead, I never really felt that this specific concern was acknowledged. I felt so unheard. When I eventually asked that my feedback be forwarded to the relevant product/design team, I was simply told that the Calix bench and dining table had now been discontinued and there was no further stock.

The bench is finally assembled and functional, and I appreciate the $50 partial refund being arranged. However, 26 days of correspondence to resolve missing screws, washers, an Allen key and assembly instructions was excessive, particularly when I ultimately had to identify and purchase the correct hardware myself.

TLDR; If furniture is delivered without the hardware required for assembly, I think the process should be much simpler: either supply the missing hardware promptly or provide the agreed refund so the customer can purchase it themselves. And if a customer provides evidence that the specifications in an assembly manual may be incorrect, that concern should be properly investigated rather than repeatedly explaining to the customer how a screw should be measured.

I've purchased several pieces from OZ Design and this experience was disappointing enough that I would be very hesitant to make another major purchase with them. Such a headache.

**Extremely disappointing customer service and warranty handling from Oz Design** I purchased a Forbes Recliner from Oz Design and, after discovering that the recliner would not retract fully, I contacted Oz Design to have the issue investigated. Oz Design arranged for an independent contractor to inspect the recliner. During the inspection, I… Read more

was advised that the problem was a broken K-brace. I was also told that the contractor would submit his report to Oz Design and then return to carry out the repair.

From there, the customer service experience became extremely frustrating.

After waiting approximately two weeks, I had to follow up with Oz Design twice before finally receiving a response declining the warranty claim. No meaningful explanation or supporting information was initially provided.

I subsequently emailed Oz Design requesting a copy of the contractor's inspection report, particularly because the decision appeared to contradict what I had been told during the inspection. I also noticed that Oz Design's response referred to a two-seater, when the issue relates to the single-seater recliner. This raised a very reasonable question as to whether the correct product and claim had actually been reviewed.

I specifically explained that the independent contractor had identified the problem as a broken K-brace. Oz Design has nevertheless maintained that the failure was caused by "excessive weight".

What is particularly concerning is how this conclusion has been reached when, as I understand it, the failed component has **not been physically removed, examined or independently assessed** to establish that excessive weight was actually the cause of the failure. It appears to be an assumption rather than a demonstrated finding.

Under the Australian Consumer Law, consumer guarantees apply regardless of a manufacturer's or retailer's own warranty. Goods must be of acceptable quality, including being durable, fit for their normal purpose and free from defects. Where goods fail to meet those guarantees, consumers may be entitled to a repair, replacement, refund or other appropriate remedy depending on whether the failure is major or minor.

The retailer also has responsibility for handling a valid consumer guarantee claim. Repairs are expected to be dealt with within a reasonable time.

My issue is therefore not simply that Oz Design has declined the claim. It is the lack of transparency, the delay in responding, the apparent discrepancy regarding which product was assessed, the failure to provide the inspection report when requested, and the unexplained conclusion that excessive weight caused the failure.

I have been more than reasonable throughout this process and gave Oz Design every opportunity to resolve the matter.

Unfortunately, the experience has left me with the impression that Oz Design is more interested in rejecting a warranty claim than properly investigating the underlying fault and standing behind the products it sells.

For a retailer selling premium furniture, I would expect considerably better customer service, communication and accountability.

Very disappointing experience. I would strongly encourage Oz Design to review how it handles customer complaints and warranty claims, because this is certainly not the level of service I expected when purchasing a Forbes Recliner.