If I have ordered a lounge and you have just put it on further sale will you match the current sale price which is less than what I paid?
Stratford manual recliner is very stiff to return to normal from recline. Is there a maintenance method to fix this or is it a lubrication issue?
Hi Pedro, We suggest getting in touch with our service team at 1300 075 874 and following the prompts to speak with our customer service representatives. Our team is eager to assist you with your concerns and provide guidance on how to address them. Please keep in mind that our service hours are Mon-Fri 9 am - 5 pm (AEST), and we will respond to your inquiry within these hours.
Sincerely, The NS Team
Hi Plush team. Just wondering if someone can explain why you have had over 80% staff turnover since Nick Scali bought the company for 110 million in November 2021? Why should anyone be confident buying a sofa from you when your staff turnover is so high and you offer little to no staff training?
It's retail, there is always moderate staff turnover. How would you know there is a turnover nationwide? Get a grip!
I am looking to buy a new lounge, can I please ask are your lounges all made in China and sent over or are they made here, reading these reviews I am a bit apprehensive now after seeing a lounge we quite liked in Midland, and was hoping to buy this coming weekend.
Buyer be careful, yes they are.
Hi Dawn,
Our Sofa experts can further assist you on this. Kindly send your phone number and location/postcode to contactus@plush.com.au so we can pass it on to our Sofa experts.
Warm regards, Plush Think Sofas
Hi Dawn, I worked at Plush for over 10 years. No longer. Look at when the good reviews ended. Late 2021 when Nick Scali took over. Our sofas were always made in China, but they are phasing out our main supplier in favor of others that make greater profit margin. Yes I may have bias against Nick Scali, but I am only stating facts here. This was once a great company for customers and employees.
We have had our lounge for almost a year. I have emailed Plush twice during this time, once being recently and the first time after only a few months querying they quality of the single recliner in our modular lounge. I love the lounge, but the filling in the back of this recliner is insufficient. After only a few months it had sunk and creased so much I thought, surely they don’t age this quickly. Now at almost a year I think this one recliner looks shocking. There is simply not enough filling in it from day one. I am standing here right now looking at my sisters cheap leather lounge that is probably 10 years old if not more and whilst it has aged - softened, creased (as they do), the filling is still sufficient.
Please don’t ask me to contact you. Please find my emails and respond instead of ignoring them. I want this rectified please.
If you have the Leroy recliner, I feel your pain. I have the same issue. Extremely soft/low quality filling foam used in my couch. I have left a review and received the same useless automated response as so many other stung customers. I have accepted that Plush is a deceiving mob who doesn't give a rat's bottom about their customers. None of the issues listed in reviews has been rectified. All we can do is cut our losses. Or threaten them with Current Affairs which I did when they mucked me around with ever changing delivery dates/times. Once I mentioned CA, they moved pretty quick
Hi Amy, We are sorry to hear about your experience to date and would like to look into this further. Could you please assist by sending your order number and contact information to contactus@plush.com.au. Please write in the subject line - Plush Product Review Sofa Amy
Warm Regards, Plush Think Sofas
We are looking to purchase a leather lounge & just wanting to know what warrantee is offered with purchase ? Thankyou
I think you need to ask the shop. I'm not sure all their products offer the same warranty. In any case I would look to purchase somewhere else as their customer service is terrible
Don’t do it. They will make you jump through hoops to service any warranty. Get all possible names on the warranty as they are “not transferable” if you must purchase from them
Has anyone cancelled an order with Plush & got their money back??? At this stage I am so tempted to cancel my order even if I loose my 30%. Ordered new sofa on 26th January - told 12 - 14 weeks & everytime I go on to check the status of my order it keeps getting pushed out a month, even though it is apparently manufactured & just waiting delivery!! Its currently out to 26th October and I am sure if I check next week it will be out to November - absolute joke - using covid as an excuse - it was apparently finished manufacturing in May! The way they are going it will be over 12 months before I get my sofa - I really wish I had not paid for it in full!!
Hi Julz, I just placed an order Sunday and confirmed the three day cooling off period if I cancel. After reading your review and all the others it has made me feel quite antsy about proceeding. It seems they tell everyone 12-14 weeks for delivery. May I ask which state you’re in or even the store if you’re happy to say. So sorry you’re having to wait so long, it is appalling “customer service” VCAT maybe your best option and having dealt with VCAT before, I’m sure you’d win! It’s a pretty black and white case unless Plush can prove with a paper train beyond doubt the delays are out of their control. Plus, if they are still taking order stating the same delivery times, which they are, then where are everyones sofas that have been previously ordered like yours?
Best wishes, T
Hi yes I placed an order in January I got notified b4 it arrived that their country delivery had changed from at my convenience to one day per month I pointed out that this would not work for me and I would nit have made the purchase with these terms and after alot of angry ph calls I demanded a full refund as the were breaching their sales agreement with me they knew they were in the wrong push for a refund worst company to ever deal with wish I had read the reviews about the company b4 i purchased don't take no for an answer demand to speak to the area manager from where you purchased worst worst company
We haven’t, but are seriously considering it. We have been waiting 24 weeks - yes, that’s right, 24 weeks - for two pieces of furniture. We have previously purchased a sofa from Plush and had fantastic service from the Joondalup store. This time it has been appalling. Had a phone call last Thursday to say our products had (finally) arrived and were ready for delivery. Following this we paid the balance owing. Hadn’t heard from the courier by 4 pm today, so contacted Plush to query. We have now been told that in fact only one out of the two products is here. This means we have paid in full for products we have been waiting almost six months for. I am expecting a call from the area manager tomorrow.
Hi Julz, I ordered the exact same date as you and had a very similar experience. Their after sale service is terrible and there is no accountability or system to field concerns or complaints. I was at my wits end and it was only when I mentioned they were breaching their responsibilities under NSW fair trading that a confirmed delivery date seemed to be magically arranged. Such a terrible experience but I do have my couch now, I hope you receive yours soon too.
I wish I had read these reviews before purchasing in May. I thought at the time that was sales person was wonderful but look back now and it was all show. I had looked at order status and it was meant to be here this week, five days out they have changed it for another couple of weeks. If you comment on their social media (as I did) they have blocked me. Just wish they were honest about the backlog upfront. I spoke to the sales person and to say she wasn't the friendly person that I had when I purchased the lounge is an understatement. She keep repeating the same sentence (obviously off script) and not acknowledging that the delivery order date keeps changing. Concentrate on filling the orders they have instead of continually have 40% off every week of the year with an occasionally extra 5%. If I could have got my money back I would.
We ordered on Jan26th. Arrived late Sept. delivery service appalling. A friend ended up hiring a small truck and picking it up from the warehouse.
Are you going to do anything about your terrible customer service? Maxine B the manager at South Wharf likes to rant when asked a question. Basic things like payment and delivery. Then she gets personally abusive when the question is re-stated, then she slags off her staff and the company and complains she doesn’t get paid enough. However all questions remain unanswered. Such as payment methods… generally knowing anything about the company or product. Interesting that such trashy behaviour is left unattended as the face of your company. The staff on the customer care line are quite poor as well. Sandra and Alosina keep saying sorry, but nothing is fixed, then promise to call back… but never do. We’re up to one month of chasing you lot. The sofa itself is okay. Took forever to arrive after many mess ups by your company. However I am still pursuing the plastic arm tray. Your staff have managed to lose it and aren’t refunding it. Exceptionally poor. Can I have my plastic tray or are you just going to keep playing games? I know it’s in Melbourne and I have managed to trace it to your Area Manager, who appears to have been holding on to it for 2 weeks. Not impressed.
Good luck with your issue, I have been waiting for a year to have my sofa fixed and now they don't even bother to answer my emails.
Good luck from me too. I have had nothing but trouble from Plush after I took delivery of a defective sofa in March this year. I would not recommend this company to my worst enemy. I feel so sorry for all the people waiting on deliveries of crappy sofas from China.
Plush and Guardsman have ghosted me for months. Contacted ACCC and Fair Trading and they ghosted them so no help from anyone. They take your money and do nothing… common thieves living on our money.
I purchased 2 x Plush sofas over a year ago. Delivered 6 months after the purchase. I honestly wish I’d read these reviews prior to purchasing. The couches are a far cry from “luxurious feather filled seats” that you sink into (what I wanted) but more like hard uncomfortable rocks with poor quality fabric (what I got), that has pills, pulls, stains and a silver sheen in sections (all dismissed by customer service) Extremely disappointed is an understatement. DO NOT PURCHASE. Quality is not what it used to be, that’s for sure.
We are in the same boat! Our sofas are so hard I can only sit on it for 20 minutes before my hips start to ache. They are nothing like the ones we sat on in store. I contacted the company within days of delivery and was told they would soften but two months later they are exactly the same. We now have a booking for a technician to come and inspect them but I'm not holding any hope that they will fix the issue. It took us a long time to save up for this purchase on a pension, to say I'm disappointed is an understatement.
Let me guess the technician coming his name is Spiro! He will have an answer to everything you have to say
Can I get a full refund of my deposit for a lounge I ordered 22 weeks ago and keep being told it’s another 4 weeks every time I query where it is? I was originally told 14 week wait, now 22 weeks and just told possibly 28 weeks. I’ve had enough
Hi Mel, We are sorry to hear about the delays you have experienced, and on behalf of Plush, we do sincerely apologise. Could you please leave your contact details in an email at contactus@plush.com.au so we can look into this for you immediately?
Warm regards, Plush Think Sofas
Have done so.
And yet to hear back.
Good luck! Ive been going around in circles for weeks
I did manage to get my deposit back. Waste of 5 months but ordered from somewhere else and had it delivered 3 days later.
Anyone else in this position - cancel your order while you still have the chance! Seriously regret buying from them.
Mel K, did you have a lot of trouble getting the deposit back?
Multiple calls and had to get manager to agree on refund. We said we would never have ordered the Lounge had we known it was going to be 28weeks rather than 14wks. The reasonable waiting time was way over expectation.
Get your money back. The quality is below average. Fight hard.. you will regret getting it.
Yes we managed to get a full refund
How does the Plush Price Promise work? I can find anything on the website.
Hi Stephen, Thank you for your question. Plush Price Promise - If the price of your sofa decreases within 6 months of purchase, contact us and we will refund the price difference PLUS 10% of the difference.
Condition: Requests for refunds must be made by the original purchaser within six months of purchase.
Details can be found on our website at external link or please do not hesitate to contact us for further assistance.
Warm regards, Plush Think Sofas
This is just how they trick people into thinking that they are a reputable company when in fact they are just scammers. What they do is have these amazing SALES and try to convince people they have made a big saving when in fact they have the exact same sale all the time and have done for a long time. The offer of a price guarantee is only there in my opinion to cover their butts. I mean think about it for a moment....the price guarantee is for 6 months but they have sales that only have very short windows of time in between.....significantly less then 6 months....this means any person EVER purchasing a couch at full price will be almost immediately for the price guarantee refund. So in my opinion they clearly do not allow people too purchase couches at full price. if you did then im sorry but atleast you will get some $ back.
Can anyone give me their reviews on the following two fabrics from Plush please: Chic Klein and Chic Chic0 Cali. Thank you.
Hi Taz,
We would love to help and If we can be of any assistance please do not hesitate to send your details to contactus@plush.com.au and one of our Sofa Specialists will be in touch.
Warm regards, Plush Think Sofas
For christs sake don’t go to Plush. We’ve had almost 12 months of drama with their products. Customer service atrocious.
Do you deliver to Hobart Tasmania?
Hi Kate, Thank you for your enquiry. We certainly can organise delivery to Hobart Tasmania. The stock will be delivered to the Tasmanian Depot where you will be able to arrange for the collection of your purchase. Please do not hesitate to contact our friendly team if you require any further information or assistance. Ph: 1300 075 874 – Option 1 (9am – 9pm AEST, 7 days a week)
Warm regards, Plush Think Sofas
Hi, Order placed April 10 2021 and advised a 10 week delivery time frame (maybe 12 at the most). I understand that we are in very trying times, but your customer service team keep advising of 2 week delays, then changing dates again and again. At one stage, i was given a delivery date, but was told the port in China was closed and not known when it would re-open so I cannot understand how/why they are giving false hope to customers. Finally i was given a shipping container number to track the order and yay it has finally arrived in the port at Sydney. Now, what is the next step? How long will it sit there, where does it go and when will it be delivered - or is this not an option at the moment? Into week 17 tomorrow.
Did you receive your order?
Has anyone else bought the softy couches and the cushions just sink under you and the leather is stretched. Had leather tech person out. He agreed is was useless to us, but put report into plush to say it met specifications. They tell you to spread your use around but if it were a chair that would not work. Getting the run around from Plush. I am putting in a complaint to fair trading. Also we’re lead to believe it was made in Australia, but found out it was China. Very disappointed PLUSH.
This question (complaint) is not from/for me. It’s someone else, not me. Therefore I’ll not respond.. Jake O’Shannessy?!?!
Are you answering me Jake as I was not talking to you
It was not a rhetorical question. I am a normal person and was asking if anyone else had same problem we were experiencing. Maybe you need to read what I wrote properly before you put up an uneducated answer. Rude person
We have had our leather lounge for less than 2 years with the colour coming off, on the 4th visit a new technician told me their cleaning product wasnt cutting it and thats why its happening. but the report says it is due to cleaning, Plush have now told me its my fault and theres nothing more they can do to help me. submitted a claim to fair trading also.
Hi Jess, to put in a claim to fair trading is all you can do. I also had the technician saying it was not the lounge for us and then to plush saying it was made to spec. They pay people to do their dirty work. Good luck.
Margaret I hear you, I’ve been told our puddling of leather after 2 weeks is any easy fix, however repairer says it will be noticeable with a ridge to the sides, as he is adding foam on top! so how is that just like in the showroom ?
Margaret Waymouth, yes I have the softy couch, not leather, but the seating cushions are disappointing. The filling is bunching & no matter how much plumping I do the filling doesn’t redistribute. It looks much older than it is due to that alone.
Hi Jen. I hear you. We got to the stage of buying 2 new leather chairs (not plush) to replace the 2 seater because it was making us angry. We gave it to Our local charity shop rather than live with it. We have kept the 3 seater for the dog to sleep on and when she is no longer with us we will replace. Disgraceful company.
I'm just wondering if someone can confirm the information o keep getting when I contact plush. I've (I think/hope) a replacement back cushion for my mum's swivel chair. Order was placed March 2021. I was told it would take 12 weeks. I'm still waiting & everytime I ring and ask where it is, I get told, oh it will be here by the end of the month. I just rang again today & was told again, it will be another month. Can anyone help me with this, I'm starting to think now has it even been ordered? I'd be grateful for any information/ help regarding this. Thankyou
Hi There, Thank you for your query. We are sorry to hear of your disappointment and apologise for the delays. Your question has been escalated to our Management Team for investigation. Please provide your details below or send them to contactus@plush.com.au so we can assist.
Warm regards, Plush Think Sofas
Thankyou, I've emailed the address you provided. Thankyou so much for your reply.
How close to a wall can an electric recliner go. I'm looking to purchase the Encore.
Hi David,
Thank you for your query. Electric Recliners require approximately 15cm clearance from the wall.
Warm regards, Plush Think Sofas
What steps are you taking to improve the quality of your products and customer service, since it is so poor?
Hi Sam,
Thank you for your query. We would be happy to answer any questions you have or assist with an order query. Please email and queries you have to contactus@plush.com.au and we can assist asap.
Warm regards, Plush Think Sofas
Well they do not help. So could you reply to my question here. Regards.
Hi Sam,
Thank you for your response. Unfortunately we are unable to assist further as we have yet to receive an email from you. Please email contactus@plush.com.au so we can assist you asap.
Warm regards, Plush Think Sofas
After moving the electric cables for our two Studio 3 seater recliners have gone missing. Despite my best endeavours I have not been able to get anywhere in finding out how to order replacements. Do you have any suggestions?
HI Vivien, we are sorry to hear you have lost the wires, we will arrange for you to be contacted to order replacements asap Warm Regards Plush Think Sofas
I was contacted by customer care and although I haven't yet received the cables I am confident that Dilraj has it in hand. Thank you
I'm trying to get some help from plush. My mum has a swivel chair. It's not under warranty. The large back cushion has lost its support & I'm trying to get plush to contact me as to if/how I can buy another 1. Just can't get any answers. I've rang customer care twice now... nothing to do with them as it's not a warranty issue. Very frustrating! If Plush monitor this any chance someone can respond. Thanks
Hi 3lions, Thank you for your patience and query. We are sorry to read of your experience and would like to contact you to assist. If you could leave your details below or send them to contactus@plush.com.au. Once we have your details we will be able to contact you.
Warm Regards Plush Think Sofas
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