Good products - Appalling, Rude Staff
Indifferent, unhelpful staff when we went to collect our goods. When we complained one staff became rude and argumentative. We were stunned by the lack of after sales service and left the store wishing we’d never done business with them.
- 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.
After sales service....appauling!
I've rated this company with one star only because the chair I purchased I do find comfortable.
Unfortunately my experience of purchase and service has been extremely poor by standards I would expect in this day and age of a competitive market. Let me explain.... I purchased the Kira Recliner on the 8th March, 2017. Delivery was 4 weeks later ( ordered from Brazil.)
Slightly disappointed by the wait as the recliner was on sale ($2,280.00) and I would not have expected that the chair was actually not available.
So it's delivered and straigh...
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.
Find out how The Comfort Shop compares to other Furniture Shops
Know better, choose better.
- NSW, Crows Nest
Josh Office Chair - the Comfort Shop
Purchased this chair because of the recliner function. The chair was $2,490, my total purchase including other items was $6,635. When the chair was delivered, I made three attempts to use it but each time my neck hurt after 30 minutes. The reason could be that the lumbar support, which is a foam covered metal bar, is too hard on my lower back. Moreover, the armrests are not adjustable. When the armrests are in line with the desk, my feet do not reach the floor (and I am 173cm/5"8 tall). The chair may be more suitable for much taller people, but...then the footrest may be too short. In any case, there is still the lumber support problem and, as much as I loved the idea of a reclining office chair, I could not use this chair. I emailed the Comfort Shop the day after delivery and asked to return the chair to them and to put the $2,490 purchase price towards another more expensive item (I would have paid another $1800 on top for the other item). They informed me they usually do not exchange but would take the chair back if I paid a 20% ( = $498) "restocking fee", meaning that they would credit not $2,490 but only $2000 towards the exchange item! When I emailed that I would check with Fair Trading whether such a high "restocking fee" is legal, they "waived" the fee. However, due to their attempt to extort a $500 'exchange fee', they had lost me as a customer and I exchanged the chair for an item that was equal in price, rather than paying more on top. I am posting here because I wish I had read a warning before looking at that chair. I would have tried sitting in it for longer at the showroom or maybe just checked other stores first, particular stores that offer hassle-free exchange.
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.
Get an answer from our members and The Comfort Shop representatives
|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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