Reviewer Photos & Videos
- NSW, Belrose
Lay bye item . Correspondence with the store was not answered.
Item not available at time . Put on lay bye . Approximately 3 month wait. Cancelled before delivery date. No refund offered.
Oz Designs Leather Sofa - Worst Furniture Decision I've Ever Made
Dealing with Ozdesigns has been one of the worst customer experiences of my life. They said they'd deliver the sofa in the first week of November. They didn't. There was no explanation or follow up.
As a result, I emailed them and asked for an update. I received no reply of any sort to that message.
I called them to rearrange delivery. I was under the impression we had agreed the delivery would take place following Wednesday but, apparently, they didn't have all the details they needed - so it wasn't delivered. They didn't call me for those d...etails, they just didn't deliver it when they said they would. I had to call them back! I called them again. This time I passed the test and they arranged a delivery time. The first thing the delivery guy said when he arrived was 'its not going to fit.' They tried to get it upstairs but couldn't get it in to the room we wanted. I signed for delivery and agreed with my wife we'd keep it downstairs if we needed to. We looked and it the next day and it didn't seem right so ... We called to see if we could return the sofa. They said they didn't do returns. My wife followed up with the store who said they'd send a person round to sort it out. I literally couldn't understand a word the second delivery guy said. Literally not a word of English - beyond the fact that he said I would have to pay another $150 or he wasn't moving it.
Great product but terrible customer service
I purchased a custom entertainment unit back in March this year. The lead time was 12 weeks. It arrived a few weeks late which was fine however what was delivered was not what was ordered. The configuration and the colouring was all wrong. It took almost 6 weeks for the customer service team to investigate on their end and after waiting their solution was to provide a discount on the unit we had or reorder a new unit which would take another 12 weeks. During this process they even insinuated that it was my responsibility to ensure that the orde...r placed was correct this time even though I had an image of what I had originally ordered. The lady that I dealt with was not at all apologetic and was extremely frustrating to deal with. She would even refuse to take my calls or call me back. I just received the correct unit this week, 7 months after placing my order. No compensation or apology has been offered. It’s such a shame as the product is lovely and great quality however I will never shop there again due to their appalling service.
- NSW, Belrose
Lovely furniture. Terrible customer care.
I requested the swap of brand new table for a larger one and offered to pay a penalty. I was dismissed out of hand. Will never shop with you again.
- NSW, Belrose
Disappointing Customer service & After-sales experience
In store experience was adequate, everything that followed following was immensely disappointing. Delivery men were extremely unprofessional and safety felt compromised, when issue regarding delivery experience was raised on the phone with [Name Removed] she was dismissive and the phone line conveniently "went dead". [Name Removed], the Manager is knowledgeable and empathetic and evidently the only team member who manages to uphold a high level of customer service. It's a shame that the entire experience following my purchase has overshadowed the quality of the purchase itself.
- NSW, Belrose
Can’t comment as I am still waiting advice on availability . Appeared as being in stock but not so as advised day before due delivery. Still no information , this is very poor as it has been paid for . Would love an answer.
- NSW, Belrose
Customer service and repair are appalling
- Four weeks after ordering and paying deposit, I was advised that selected fabric wasn't available - had to make a new selection
- Chair fabric started to fray quite soon after delivery
- Advised it would take 8+ weeks to repair - more than the time it took to get the chair in the first place
- Followed up on progress of repairs >3 weeks after they took it away - it hasn't even arrived at the chair repair place and they don't know where it is
- now turning out to be >10 weeks for repair
One product in store inferior delivered
The 3rd one was all broken
I did not accept it upon delivery
Defective poorly repaired desk instead of what I saw in store
Worst experience I have had
Beware Do Not Shop here
3 times they delivered a defective desk
They sell seconds for about $500
They charged me the sale price of $1000
And ended up giving me $300 extra discount after arguing for 2 months
I hate these guys...
Avoid at All Costs because it will cost you!
We purchased the Salotto light blue sofa and arm chair just over 12 months ago. The sofa sits in our rumpus room at the back of our house which gets no direct sunlight and due to our pagola almost zero indirect light. The fabric, that has not been washed has faded to near purple and is just so disappointing. I finally got a response from their team to say that they believe that there is sun damage and as such there is nothing they will do for us. So, basically, you need to keep your sofa in pitch darkness for it to last more then 12 months with...out fading. We now need to purchase a new cover to the value of $1000 OR buy a new sofa. Customer service is also terrible, I requested a phone call to see if we could talk it through, however only a long email and still no phone call. Disappointing, I will never shop here again and recommend that other also stay away.
Always take photos!
I paid up front for a chair which was ordered from overseas. When I went to collect it the chair I was offered was not the one i'd seen on the shop floor. As it was a new item it did not appear in a catalogue or online. The staff in the store were adamant that it was the one I had ordered. Unfortunately I hadn't taken a photograph so could not prove I was right. I had described features of the original chair to others at the time of ordering and it was clear to me that this new chair did not match that description. Their customer service depart...ment was exactly as many others have described. The operator was determined that i was wrong with virtually no discussion and offered a 30% refund for "change of mind". Unfortunately it was my word against theirs and they knew it. I finally accepted an in-store credit to the full value of the original purchase amount. Initially I was very frustrated as there seemed to be nothing I wanted or needed in the store. However I finally found an item that was acceptable but not really what I needed and i still had to go elsewhere to find my chair. A very frustrating and disappointing experience. I would urge anyone with proof of failures by Oz Design to properly provide goods or services to lodge a complaint with NSW Fair Trading. It's not expensive and eventually some of the bad behaviours may be stopped.
Service.. what's that?
Neither staff member was able to answer any of our questions, although 1 at least got off her stool! No idea what item was available in what fabric. Bought from the store a few years ago with amazing service, now shocking. Store was a mess.
Customer service terrible, lounge awful!
After buying our lounge we were never offered Guardsman fabric protector, 2 other visits to shop still not offered fabric protector. On delivery which was 2 hours late the lounge was not assembled as I was told it would be. Calling and asking if it had been protected with fabric protector I was told NO and that was up to me.
Many calls later finally head office left message on my phone to say YES they will cover the fabric protector than to head back to shop to purchase I was told NO! So I now have lounge that has no warranty!!! Head office "m...
Furniture quality as poor as their customer service
Bought a coffee table which looked beautiful on the floor, displayed in their Belrose store. Bought it together with other smaller decor things. Was told that the table would be in stock and ready for pick up early next week and that they would give me a call once it arrives, paid in full they got my details. One week passed no call back. So my partner and I drove there all the way from Manly, and when we got there, they told us they are still waiting for it that there has been a delay in the warehouse and it would take another 3 weeks!!!!! Any...way, very disappointed drove back home with nothing. Three weeks later, still no call from them, so I called their Belrose store and asked about it, the lady said that the table is already there in their store room ready to be picked up!!! Of course, no one bothered to actually inform me about it!!!! There was absolutely no help from them with carrying the item all the way to the car, which I didn't even expect, but would have been nice to have received at least some kind of customer service. The only thing they seemed to worry about, was If we were going to return their crappy trolley. Anyway, when we got home and unpacked the table it was all full of holes, like they used the worst quality left over timber to put it together, definitely not as the one we saw on display. So called them back, the lady on the phone was absolutely indifferent, like didn't care at all, and even rude and basically said that that the choice was ours and hung up. Didn't have the energy to take it any further with them, it's just not worth it!!! But will definitely make sure to let everyone know what we think of them as a company.
Questions & Answers
Why does the Store Manager continue to deceive and lie to customers? I am astounded that she is still in this role. A clear case of promoting people well beyond their capabilities. I would like feedback from the staff? How are you coping with incompetent management?
Get an answer from our members and OZ Design Furniture representatives
|Category||Physical Shops and Furniture Shops|
|Type of Furniture Offered||Dining and Sofas|
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