Top quality product with expert service - 10/10
I have high standards of quality and service, and I was very satisfied with the entire experience with Sofa's Direct. I'll admit, when I was researching where to buy some arm chairs, the existing review from anonymous30 scared me! I had already had a good experience perusing their store (Richmond) and speaking to the sales staff about what we were after, looking to match our other furniture etc. They were really forthcoming with ideas about styles and materials and weren't just out to sell us anything/the most expensive option. So when I saw th...e review below I was a little hesitant to continue with them. In the end I looked at quite a few other places over the next few weeks but they had the style we were after and had some great interior design tips on contrasting colours and matching with what we already have. I did some research and found out they're a family business that has 5 stores and has been in business for 13 years, so I figured surely if it were really that bad I'd expect to see more bad reviews or for them not to have had the success they have? I actually brought up that I had seen this bad review to their manager (as the review also made my boyfriend nervous), and asked if they were aware it existed. As much as I like to listen to the voice of the public, and really value online reviews, because this was the only bad thing I had heard about them I wasn't prepared to completely discount them from my list of options. I also believe in letting the vendor have their say too, they're people as well after all! It turned out they were aware of this review and told me their side of the story too, where they really felt they had delivered a quality product and were reluctant to just give in. They're genuinely disappointed that the customer wasn't happy, but I think the main thing to note of that whole saga (now I have read/heard both sides of the story) was that Sofa's Direct won at VCAT, not because they'd been paid for, but from the evidence and after they brought in both the chair in display and the product that had been made, and they viewed and sat on them and could not tell any difference. They even put more padding on the chairs for free but the customer still wasn't happy. Also, this was the only time they had ever had to deal with VCAT in their 13 years in business. So I went ahead and ordered two arm chairs and an ottoman in a grey marl with charcoal piping....and we're thrilled with the result! They've come up really well, are comfortable and we get loads of comments on how great they look & feel already. So I suppose as well as giving them a good review, I am glad I didn't let that one bad review below deter me. I appreciate honest reviews and I think it's just as important to give credit where it's due to a product/service as it is to give feedback when you've had a negative experience too. I am testament to the professional service and quality of their product, and I am quite a discerning consumer that doesn't give good (or bad) reviews lightly. I would post a picture (yes the novelty of the chairs & ottoman hasn't worn off yet!) if I could of what we bought but I can't seem to in this forum. So to sum up I would recommend to family and friends, we're happy customers. :) The expert advice and honest service, reliable and quality product. You can tell they take care and pride in their business and offering. The only con is the negative review posted on this site - unfair and not at all reflective of them. It almost scared me off!
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