Disgusting after sale customer service
When we were purchasing our sofa the service was very good and the sales person even came to our home to advise us on our purchase of the Willow lounge suite.
However now after 3 years the feather filled cushions have collapsed and not at all comfortable to sit on.
I have now been dealing with their customer service for about two months trying to get someone to come out and have a look at the cushions. They keep telling me every week that the manufacturer will get in touch with me but to date have had no contact with manufacturer.
They were hap...
Terrible service, communication and quality control
I had some of the worst service that I have ever experienced with Sofas Direct. Our sofa was delivered to the wrong specifications, there was very poor communication, promises about providing the right sofa were not kept, there was very poor coordination between Sofas Direct and their manufacturer, and misleading information was provided. It took three months of further hassling Sofas Direct to get them to actually deliver the sofas I had specified and paid for. An extremely disappointing and frustrating experience.
Woeful Service and Accountability
One of the worst buying experiences we have ever had. We decided to purchase Australian made couches from Sofas Direct. Initially, they were all over us with service, answering questions etc. Their service stopped just after our purchase. We had to chase them up continually regarding delivery. And we had major issues with the couches once we received them. The couch covering didn't fit at all which was fixed by the manufacturer, but then the cushions would simply slide off the couch when we sat on it. The fabric also pilled badly. Their follow ...up service was incredibly rude, arrogant and dismissive. We ended up selling these couches as Sofas Direct wouldn't honour any warranty, refund etc. Just a horrible experience and I would not recommend buying from Sofas Direct at all.
To say we are extremely disappointed is an understatement. We ordered the Sofa early January. Initially the service seem great. We were told 14 weeks as everything was pushed out because of the new "covid normal". Which was fine. But even with the excuse of "lockdown" which was a total of 6 weeks, making maximum 20 weeks till delivery we are still not even close!!! We also were told we could use the sofa as a gift registry for our wedding. MULTIPLE guests had an impossible time getting hold of them or being able to pay money. And we are n...ot entirely confident all monies paid went to our sofa - without asking guests who didn't provide a gift if they put in or not we will never know if this was the case, but given the issues others had I am highly suspect that there was enough organization for funds made their way to our sofa. That aside, we have had to chase multiple times for delivery date and each one there has been no follow through to say its not being delivered. We are now told next Friday - not holding our breath. We also asked for a discount given we have waited 6 months and was assured a call back today. No surprise there wasn't one. We also asked 5 weeks ago for yardage on a chair - still don't have it. But given the experience we will not be purchasing from them. I am beyond upset but the dismal service given the prices of the sofas - which we were happy to pay but not when we still don't have the product!!!! Follow through is the big take home Sofa Direct
How not to run a business - dismissive service and poor quality product
Unfortunately, we had a terrible experience with Sofas Direct. Rude and dismissive service, a complete lack of communication or accountability and a product that was a real let down. Super disappointed in the whole experience, please take your money to another Australian made manufacture, until they sort out their business.
Personally I would not recommend Sofas Direct to anyone.
In my opinion the build quality was very questionable and the customer service was aggressive and dismissive. I will not be recommending Sofas Direct to anyone i know.
My Favorite Sofa Store
I've been meaning to write this review for a while but time got away from me. I purchased my first piece from Sofas Direct (South Melbourne) about 10 years ago - a Balmain double sofabed, and then a few years later I purchased a Watson double sofabed. The quality, look and comfort of these have been outstanding, and they are still like new. Late in 2018 I decided to replace my living room sofas which were falling apart, and I spent hours looking at furniture sites but could not find the look and durability I wanted. I finally went back to Sofas...Direct (Hawthorn) and decided to go with a 3 seater and a 2 seater Bendigo sofa - the style and comfort were ideal, coupled with the fact that there were a huge range of upholstery fabrics to choose from. I am delighted with these sofas - they are so comfortable and durable, and they suit my 1930s house. There were no manufacturing flaws and the quoting, sales, and delivery processes were straightforward. I think these sofas will outlast me, to be honest, and I recommend anyone looking to buy a sofa to check out Sofas Direct if you want really solid and comfortable furniture.
Worst customer service
Fact 1: Decor looked good and I was thinking of purchasing a product or two.
Fact 2: Walk up to the lady at the counter wanting to ask about a particular design of sofas. To summarise the conversation, instead of saying they don’t manufacture this model, she proceeds to convey the following messages. 1. You can’t afford it. 2. When I said it’s an investment, she proceeded to comment about the look on my husbands face. 3. If we manufactured it here it would cost $6500. My response was yes, that’s how much I spent on my last couch and I walked out of the store.
Great products and “The Sofas” in particular!! As it’s 100% Australia made so it’s of great quality. Super friendly staff, great customer service. All in all good experience with sofas direct.
Top services and products!
Really loved the variety and quality that Sofas Direct offers in affordable range. The sales team seems very kind and efficient. In particular i would like to mention about Shaina, who helped me through choosing the range without being a pushover and gave great ideas to set up the interiors for our living room using their wide range. I would highly recommend the Sofas Direct, Fitzroy store to pick up any furnitures.
Had a great experience with sofas direct really good workmanship, style and comfort quality is good 100% Australian made worth the money. Also the sales staff is very helpful and friendly with exceptional after sales service.
- Sofas Direct
Workmanship sub-standard and no after sales service
A client of mine took delivery of 2 Noosa sofas in December 2016. All good, except the seat cushions continually slipped forward, the seams became unaligned and they were unable to be rotated because the main fabric was not continued on the underside of the cushions. After 6 months of daily pummeling, realigning and working them back into shape, in June 2017, we contacted South Melbourne and sent an email explaining this along with photographic reference of the shabby looking seat cushions. We followed the email with phone calls but [name remo...ved] never followed up with a response or contact with the factory about it a she initially said she would. So, we had another upholsterer remake 6 seat cushions recently, which are perfect as the original Sofas Direct cushions should have been. I returned all six shabby cushions to South Melbourne and received a very arrogant email and insincere apology from [name removed] who said she owned the business, pointing out that many people had bought the same sofas with no complaint. And proceeded to instruct us on how to rotate the cushions and pummel them back into shape. 0 out of 10 [name removed]. As the business owner, your attitude and people skills are appalling. After sales service is non existent. Waste of time and money. Don't go there.
Sofa and chair lovely, VERY POOR AFTER SALES EXPERIENCE
Our custom made sofa was purchased through the Armadale store. Whilst the sales process was satisfactory, what happened when the sofa arrived with defective stitching on the zip and rock hard cushions (we had specified that the sofa must be soft from the start), was decidedly UNSATISFACTORY,. Elizabeth , the sales person became dismissive, rude and decidedly unhelpful, and, to this day some 3 weeks later, has not returned phone calls or done anything to solve our problem
In desperation I called Kate at the Hawthorn store who could not have bee...
Workmanship not up to standard
We recently purchased a sofa from Sofas Direct in South Melbourne which was custom made. When our sofa arrived there was a section of unravelled stitching. When contacted, South Melbourne said they would get in touch with the factory so that it could be fixed. After almost two weeks, the factory had still not been in touch. During that time, we also discovered, on opening up the seat cushions, that the filling inside was not what we had ordered. This error was in part due to the unprofessional handwritten orders/invoices which do not adequ...ately detail the specifications of the furniture to be made. Furthermore, the foam inside the seat cushions had been patched and glued together in order to meet the required length. The stitching was shoddy and the material was not overlocked for strength and to stop potential fraying. There had clearly been little if any quality control during the making of the sofa and certainly none before the finished product left the factory. Given that the sofa cost in excess of $4000, the standard of workmanship was unacceptable. We expressed our concerns to staff at South Melbourne and also to the owner of Sofas Direct. After almost 4 weeks and a sharp email threatening social media and consumer affairs action, our sofa cushions were eventually remade as originally requested. However, our other concerns regarding the quality of workmanship were not addressed.
Perfect costumer service and product
Would love to congratulate the staff at sofa direct in Rixhmond . Jessica in particular was exceptional both on the product knowledge the flexibility of product viewing materials and simply made the purchase so profetional . Thank you and keep up the great customer service ...will recomend you to anyone. .. Thanks Helen
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