- NSW, Crows Nest
When things go wrong.....
Our experience goes against the grain of most other reviews here but I felt it’s worth sharing particularly in light of how the company responds when things do go wrong. We could not use The Comfort Shop again, could not recommend them and we’ve talked three friends out of using them in favour of other suppliers. This is our story.
We’d had our eye on the Comfort Shop wall beds and space saving home office cabinet for an inner city renovation for a while now. So we were delighted when the designer we appointed to help us undertake the sig...nificant renovation of a 3 bedroom apartment knew the firm and had worked with them in the past. We spent quite some time at the Crows Nest showroom deciding on finishes for a wall bed and office cabinet with the salesperson. The products take at least 4 months to ship from Italy but given the scope of our renovation this did not cause a problem. We paid a deposit directly to the Comfort Shop and engaged the installer recommended by the salesperson as competent with Comfort Shop installations, particularly as we required some customisation at the back of the office cabinet for a powerpoint to be ‘built in’ to the cabinet. We were assured he was well experienced with the Comfort Shop products. He’s also recommended in writing on the their invoices so they actively send business his way. On the day of our installation, we received a text at 5.55am confirming he’d arrive at 8.30 but advising he only took cash. By the end of the day, both products were installed. While some of the freshly painted walls had been marked the wall bed installation was otherwise fine. The home office installation was another story altogether. A skirting board was ripped off a length of wall to install the cabinet flush with the wall and was left off the wall either side of the cabinet; the electrical work was left with the GPO sitting off the back of the cabinet and at an angle looking very dodgy (and, I’m advised by NSW Fair Trading was probably illegally done if the installer was not licensed to carry out this work); a chip was left on one of the doors (Comfort Shop has agreed to replace that door); the doors/panels - of which there are 6 - were out of alignment; and, finally, the plug on the unit for its in-built light was left with the Italian pin on the end (rendering it not fit for purpose in the Australian market!) and in such a state that the cord could not reach the power point that had been installed for that purpose. As an aside, the installer came ill prepared/unbriefed to do the installation of the home office and criticised the people at the Comfort Shop for often agreeing to specific arrangements with customers and not telling him. You can imagine our distress at the final situation. After all, this was not a $300 flatpack from Ikea - this was a $4,000 product from a high-end retailer. When we raised this with the Comfort Shop (complete with photographic evidence of all the problems), rather than take an ethical approach to the problem (if only to protect their own brand), they set up a legal fence around themselves to deflect any responsibility. In short, their response was (a) you are not our customer, your designer is so you should speak to her, (b) the installer is a separate contractor and nothing to do with us, so (c) this is not our problem. The assertion that all other Comfort Shop customers were happy, underscoring this was somehow our problem, was irrelevant.
Had what I want but... Very lacking in service.
I purchased this chair over the phone and all was good.
Despite being charged an outrageous $360 for delivery for a single chair... three weeks later, I still did not have my chair. When I called them all I got was the couriers telephone number. Me, the customer doing their work of following up a sale. Weak!
The Comfort Shop took no responsibility once the chair had left their premises. That is just so poor for customer service and I certainly will never purchase from them again.
Very very poor and I am very disappointed that a high end shop like Comfort Shop has such low end service.
August 22nd 2017 Update: Hmmm, the 'dog replies.
Questions & Answers
Do you sell ergonomic bar stools?
Hi Carmel. Sorry - we don't sell bar stools - but if we can ever assist with a comfy Recliner Chair, please let us know!
I have a cocoon comfort Group bed, my question is I have the name cocoon placed at the foot of the bed. does it matter if brand name is at head or foot of bed
Its not from the Comfort shop
Hello Hazel. Thanks for your enquiry, however we don't stock that brand. Hopefully you will have found where you purchased this from. We look forward to welcoming you to our showrooms if we can assist with a comfy new bed or recliner in the future perhaps.
Looking for a comfortable 2-3 setter lounge for a small flat
Hi Pamela - we stock the compact Boston Recliner Lounge in 2 Seat or 3 Seat options - with foot stools optional. You can test these at our Crows Nest showroom plus see the colour options too. We are @ 168 Willoughby Road Crows Nest. Please call us with any questions - 9438 4422. thanks, The Comfort Shop Team.
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|Category||Physical Shops and Furniture Shops||Physical Shops and Furniture Shops||Physical Shops and Furniture Shops||Physical Shops and Furniture Shops|
|Type of Furniture Offered||Bedroom, Living and Mattresses||Bedroom, Living and Mattresses||Bedroom, Living and Mattresses||Bedroom, Living and Mattresses|
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