The worst customer service I even experienced in Australia
Don't get me wrong, this place has some good rugs. I was after the modern style rug of specific colours and I managed to find it only in this franchise.
We went into the Chatswood store and asked our rug to be cut (it was too big for our place). As that rug didn't have symmetrical pattern, we wanted it to be cut from the specific end. Unfortunately, the moment they take your money (full prepay of the rug), they got what they want and not considered us their customers anymore.
All our attempts to explain from what side we want the rug to be...
Dishonest business practice
Textbook dishonest business practice. Don't spend your money as they will only waste your time.
1. Fail to inform customer rug is not in stock and will have to be ordered in taking around 4 weeks at the least. This essentially removes options for the customer. For eg had customer known this they can choose to buy another rug or go somewhere else
2. Instead of asking for deposit which is the correct practice as the rug is not available and needs to be ordered, business asked for full payment. Customer happily pays as they were not informed r...
Misleading product pricing
They pick and choose pricing depending on who the customer is. Each time I go in they give me prices that vary by 1,000‘s of dollars. When their sale was advertised the price of a rug I wanted doubled in price!
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Once bitten twice shied
We were looking for a hall runner but be very careful what you buy. When we arrived home we could see the rug which we bought was filthy which you couldn't see in the shop. This shop does not refund if there is a problem with the rug or if it does not suit. Be very wary as you then have to purchase something you don't want or lose your money. In our case we paid over $3,000.00 for a rug that had dirt stains on it. Not at all happy.
Appalling retail behaviour
My wife went to the Persian Art Gallery to look at a potential rug for a tricky area under a large dining table. The sales assistant was helpful and encouraging and appreciated the difficulties she had in gauging the right sizing and whether it could work. She assured my wife that she could take it home and return it if it didn't suit. All went well other than it didn't fit, we needed to go larger and we then thought that it still may not work. The sales assistant, [name removed], assured her by phone that this would be fine and that if it ...was too large they could cut it down. I was cautious about the arrangements and went to speak to the sales person face to face. She reassured me that we didn't own a rug and could return it. She wanted to know that we liked the colour and style before she continued with the delivery to the store of the larger rug for us to test and this was confirmed while reminding her that it was the sizing and the ability of it to be cut down appropriately as the design pattern limited the spots where it could be trimmed and there were still issues about the space and interaction with an island kitchen bench that we had made quite clear. We proceeded to take possession of the larger rug under the same trial arrangements, with an extra credit card payment and inevitably it couldn't work with the space. The retailer reneged on the return but in a very dubious way - they took the rug back, kept our $1,700 and said that they would check if we could get a refund. The return phone call promised two days later by [name removed] didn't eventuate. With the follow up phone call the next Saturday she was apparently not in but would be notified and return our call on Sunday. That didn't arrive and in the follow up call after that she wasn't available and still hasn't returned the calls. So we are left with dishonoured promises after a sales assistant encouraged us to progressively take two rugs home to test and we now have no rug and are out of pocket for $1,700. Even when you try to serve notices on them the email addresses bounce and the stated fax number does not answer. Treat this retailer with great caution. They also operate out of Chatswood and Bowral seemingly under the same management structure.
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