Quality Rugs and Furniture
2 reviews
I spent close to $10,000 on rugs and furniture. While the showroom displays look impressive, the customer service from head office and the Dandenong office is extremely poor. First, I want to be very clear: the Hoppers Crossing staff were professional, polite, and genuinely helpful. They explained the products well, handled the sale properly, and… Read more
acted in good faith. My issues do not relate to them and they should not be blamed for what followed.
At the time of purchase, I was told:
An advance payment was required
Once the furniture arrived in stock, head office would contact me
The remaining balance would then be paid
Delivery and assembly would be free, as part of the agreement
After paying a large advance, there was no communication from head office for months. Numerous calls went unanswered. Eventually, I had to visit the store in person to cancel the order—only then was I suddenly told that the furniture was already in stock.
In my view, not notifying customers when furniture arrives appears deliberate, as it allows the business to hold advance payments for extended periods and rotate cash flow. At the very least, it reflects extremely poor internal processes and disregard for customers’ money.
Delivery was then poorly managed. I was told delivery would be on Monday, likely around 1–2 pm, and that I would receive a call. I took a full day off work. By 10 am, there was still no call. I tried contacting them over 10 times with no response and left a message via online chat.
Later, I received a call from the Dandenong office, where the staff member was rude and dismissive. I was told delivery timing could not be confirmed unless I paid for delivery, even though free delivery and assembly were part of my original agreement. Responsibility was wrongly shifted to the Hoppers Crossing store, which was unfair and inaccurate.
Overall, head office and Dandenong management showed no respect for customers’ time or money.
⚠️ IMPORTANT ADVICE TO CUSTOMERS: DO NOT PAY ANY ADVANCE UNLESS THE ITEM IS ALREADY IN STOCK. INSIST THAT DELIVERY DATE AND TIME ARE WRITTEN ON YOUR INVOICE.
Very disappointing experience despite good products and helpful in-store staff.
Terrible service and passing the judgement without even inspection – I bought the brand new dining table (Boxed), 6 dining chairs (off the floor on the clearance), sofa (off the floor on the clearance) and brand new console (Boxed) on 28 May from Quality Rugs and Furniture Dandenong Store. Items got delivered on Friday around mid day, The boys came and installed it and left. When I tried to clean the brand new… Read more
dining table, I found round symmetrical swirl marks all over the dining table. There are some swirl marks on console as well but they are hardly visible. So I called the store multiple times on Friday and Saturday but no one picked up and mail box was full. Since I was working on whole weekend in the night shift, I couldn’t come to the store. I took the photo when I tried to clean it and it was Friday 16:27… attached the screenshot as evidence. I called the store on Friday at 1629 but no one picked up, I have the screenshot of the call and on Saturday, I called at 1301, 1322 and 1438 but not able to contact the store. I have the screenshot of the calls being made.
My wife attended the store on Sunday and she was given the phone no to send the photos so that someone would call us and come for inspection.
We got a call today from [Name Removed] stating that,
- Either my child has done something on the table causing those marks (He is 15 years old, she didn’t know) - Or we have cleaned with something hard to cause small circular swirl marks all over the table. - We were told that why didn’t we clean in front of the delivery boys and told them. (Unfortunately, my priority was not to clean the table at that time) I had a night shift. - I have been told that it’s not store’s problem, that there are marks on the brand new table which was bought from them so they won’t do anything.
The issue is what I am trying to understand that how can I clean in such a symmetrical circular motion to cause exact same size circular swirl marks all over the table in the exact same manner…. which store is allegedly saying that I did it without even inspecting and refusing to inspect or fix the problem.
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