Buyer Beware – Zero Customer Retention or Loyalty Having previously spent thousands of dollars across multiple purchases with The Furniture Trader, I am extremely disappointed by their complete lack of customer care and rigid policies. On my latest order, I requested a change of mind/cancellation for just one of the two items I had ordered.… Read more
Despite my solid purchasing history with them, they hit me with a punitive 20% cancellation fee. When I asked to escalate the matter and have management review the application of this policy for a repeat customer, the sales rep flat out refused, stating there was "nothing they could do."
This business clearly has no understanding of basic CRM, customer retention, or valuing loyal clients. Charging a $300+ penalty for a standard order cancellation valued at $1173.- is completely unreasonable and unprofessional.
As a direct result of how this was handled, I cancelled the entire order and will never step foot in a Furniture Trader store again. Shop elsewhere—plenty of competitors actually value repeat business.
I was at the furniture trader the other day to look at buying a couch, my wife and I were approached by Michelle and the service she provided was amazing. She went over and beyond to help us. We are so so happy with her service I wanted to share the experience here and let you know about it. Please do not hesitate to go there next time you want to buy furniture. See Michelle and you will be so happy with her service. Thanks again Michelle. Show details
A false economy – please be careful with your hard-earned money With the current cost of living pressures, we are all looking for ways to make our dollars stretch further when furnishing a home. Unfortunately, choosing The Furniture Trader proved to be a costly mistake in both time and stress, and I am sharing our experience in the hope of saving… Read more
others from a similar struggle.
While their showroom pieces present well and the initial prices seem appealing, the 'cheapness' of the brand is ultimately reflected in what actually arrives at your door. The furniture we received was significantly different in quality from the premium display models we viewed in-store, arriving with prominent manufacturing and tactile defects.
When you spend your precious money, you expect a business to stand behind their products and offer safe, reliable support if things go wrong. Sadly, trying to get a fair and timely resolution from their team has been an exhausting, drawn-out process characterized by poor communication and a refusal to take meaningful responsibility.
If you are budgeting carefully right now, my sincere advice is to invest your funds with a more reliable, trustworthy business that delivers on its promises. A lower price tag upfront simply isn't worth the disappointment and hassle that follows.
Reviews with attachments
Purchased sofar month ago.not happy Not the quality of display standards. Need to return as soon as possible Epping branch. Called them the lady who answered very bad. Not customer focus oriented. Still they haven't attended to take any action. Just asked to w a it and see .I informed they 4 times same reply. Please help some one to short this Show details
I wish I could give this store a " 0 '' as they are very deceiving and unprofessional. I purchased 2 x 3 seater couches from Epping store based on the showroom sample, however when the supposedly brand new couches arrived at my doorstep, they were not like the showroom couches. When the delivery people took the couches out of the compressed boxes… Read more
the couches looked squashed and creased and top cushions appeared to have less filling. I was told that the filling in the couches will expand soon and that I should wait , so months went past I went into the store and showed them the pictures of the couches and they said i have to go through the formal process by going online and filling in the forms, which I did. An inspector was sent to my house, " [Name Removed] " nice enough guy, acknowledged that there was a definite issue with the cushioning of the top cushions" he was very selective in his words trying not to acknowledge the obvious problem and said that he has to write a report which will be sent to their provider. Ok so far so good , then I call them after not hearing from The furniture Trader for weeks. And a previous email tells me that the report has been sent to China to the supplier for review. At this satge im wondering why im waiting for the supplier to review the issue and not given a new set of couches. But anyway I've been asked to follow the process so i wait , and I call furniture trader again 2 weeks later , and they say that i have to communicate with head office only and that it's out of their hands now. So I send head office an email asking what the latest status is regarding my couches and to my shock horror , their response is that its caused by normal wear and tear etc. i was fuming as this is a brand new couch and I literally have not sat on it or used it, as i was expecting it to be picked up. also am one person, no children, no grandkids , ( they delivered November 2025, I was away for period Dec and Jan and i reported the fault in February 2026 and TFT assess they fault as normal wear and regular use !!! I bet they would not be able to sell this couch if they took it back to their showroom . the pictures below show an obvious fault in stitching and cushion filling . see their email response below ; "Based on the assessment, the sofas are showing signs of natural foam settlement of the backrest cushions, which is consistent with normal use over time. The technician confirmed that the sofas are in good condition, and the settling of the backrest cushions are considered normal wear from regular use. Please also note that the inspection report and images taken during the visit were reviewed by the factory, and the manufacturer has confirmed the same assessment. Based on these findings, no manufacturing faults were identified with the sofas".
The best welcoming staff in the Northern suburbs. Went above and beyond to assist us with measuring, answering questions about material and maintenance of the pieces we bought. We dealt with Peter in the Epping store and highly recommend him. Easygoing, understanding & straight forward. Show details
I went to the Hoppers Crossing store a couple of times this week. Taking my time to choose the right sofa for comfort etc. Justin was very helpful and patiently attended me. I have now ordered and feel confident in my choice. Look forward to delivery. I have also bought an ottoman online from Epping and they are sending it to Hoppers for me… Read more
to pick up as it’s not stocked any longer. So all round fabulous service from two stores, despite me being hesitant to make a decision! Thanks guys.
Be careful! Don't buy from these guys. I bought a new bed from Epping store, opened it and some parts were missing and bed footboard bench had a crack. I called them the very next morning and notified. They gave me missing part and said they will repace the cracked bed footboard bench soon. After a week they sent an email saying, we don't think… Read more
the crack will cause any issue so we won't replace or fix the item. Their terms and conditions clearly state that they will replace or fix the item if there is a manufacturing defect or damage. I followed up a few times but they just kept sending the same reply. I am frustrated as this is a manufacturing defect or damage acquired at the warehouse and they should replace it as mentioned in their own warranty policy. They are an unethical company. Do yourself a favor and save your hard earned money and stay away from them.
Latest follow-ups
Furniture trader epping are the worst. The sales lady was so rude, and lied ...She was pushy and rushed me to hand over money. Thee couch I bought was made from balsa wood and carboard. After I had a friend look underneath as it was giving me… Read more
alot of back shoulder neck pain. After he removed the back he showed me the quality. He said it look like kids made it, it was a mess. I only had the couch a few days , there was no back support, they knew their products are illegally of poor qualuty. ..Tried to get a refund or replacement the guy.Almost physically assaulted me after scream8ng in my face like a maniac and threw me out. Be careful buying anything the products are not what you think they are. These ppl are rude dishonest and run an illegal child labour business with substandard products. Balsa wood is next lwvel up from cardboard . F.T. Are aware of this and they charge over the top prices. They dont comply with australian consumer law and they dont care. I hope they get shut down and thrown I jail. These ppl are disgusting and so are their products. They need to be shut down. Dont believe a word they say they are nothing but filthy liars..
Follow-up · Follow Up since. F.T. 1 STAR reviews outweighs 5 star reviews. So many ppl have virtually.said same as me... POOR QUALITY, BAD SALES PPL, LIARS etc.Thety have ignored all my requests to have the couch refunded. The product has caused me some serious back neck and shoulder pain where i am taking more pain medication now than ever in my.life. … Read more
Positive reviews
I had a great experience at the furniture shop thanks to Peter. He was friendly, knowledgeable, and took the time to understand what I was looking for. Peter gave me excellent advice and helped me choose furniture that suited my needs and budget. He was patient, professional, and never made me feel pressured. His customer service made the whole… Read more
shopping experience easy and enjoyable. Thank you, Peter, for your help and guidance—I would highly recommend both Peter and the store to anyone looking for quality furniture and outstanding service. ( Roula )
Beauty and affordability, great variety of furniture for whole house. Paid in installments while waiting to get into our new place. Organised expert furniture removalist "Necme" to get into a small lift and then put furniture together and reccomending how to best install it in room. Quick and efficient. Option to remove boxing, should have asked… Read more
about that, it took us 3 hours to fold down cardboard. We had time so we did it. Next time If I was short of time I would get the installers to remove huge boxes too. thanks everybody in store you made everything easy.
We visited the Dandeong store to look in person at dining furniture we had seen online and we weren't disappointed. Luke who assisted us in store was very helpful and answered any questions we had which made purchasing a quality dining suite a pleasant and easy transaction. Our furniture was delivered just a few days later and we love it. If you… Read more
want quality furniture with friendly helpful assistance go no further than The Furniture Trader. You won't be disappointed.
Negative reviews
Absolutely disgusting service. I purchased a hallway table and when I got it home the marble top was all cracked. They are blaming me despite the fact that they transported the table from Epping to Burnside. They are refusing the replace the damaged table they sold me. I'm taking it to consumer affairs DO NOT PURCHASE FROM THEM!!
Find out how The Furniture Trader compares to other Furniture Shops
Know better, choose better.
They delivered a hall table with manufacturing defect. They have incorrect measurement on display. I came to the store to raise the issues. The Sales person who we talked to first was so rude, she did not even apologise or a knowledge, she just advised us to send an email. We sent email anyway thinking we are going no where with that sales lady.… Read more
We got an email back after 3 days suggesting us how to fix the issue ourselves (welding issue which makes the table unstable) I Find it so ridiculous. No apologies as well regarding the wrong measurement displayed on their wall (I even have picture to show) just advised us that we cannot return or replace the item. Definitely, dont care after sales. First time ive experienced this kind of customer Service. Wont buy or recommend buying again.
If I could leave zero stars, I would. I purchased what was supposed to be a premium dining table — instead, I received a ticking time bomb of bubbling veneer and peeling coating that began deteriorating within a relatively short period of normal indoor use. Despite keeping the table in pristine indoor conditions with no exposure to moisture,… Read more
misuse, or neglect, the surface began to lift and bubble, clearly indicating poor manufacturing or substandard materials. When I raised this with the company, they promptly dismissed it as “water damage” — a lazy, baseless excuse to avoid taking any accountability.
Their “assessment” was laughable and completely detached from reality. They refused to acknowledge the issue as a valid warranty claim, instead throwing boilerplate policy language at me while ignoring the fact that the product had clearly failed under standard use. They even tried to use the fact that “no one else has complained” as a defense — as if that makes my product any less defective.
To make things worse, the tone of their communication was dismissive and robotic, offering zero genuine concern or willingness to help. This is not just poor customer service — it’s outright contempt for customers who trusted them.
Save yourself the headache. If you’re considering buying from this company, don’t. The product quality is questionable at best, and once your money’s taken, don’t expect support. You'll be blamed for their failures, and left with a deteriorating piece of furniture and no recourse.
Avoid this company like the plague.
Recent reviews
I recently purchased a bed from Hoppers crossing Furniture trader store, and I want to share how impressed I was with the service provided by Ally. From the moment I walked in, she was warm, welcoming, and genuinely interested in understanding what I needed. She patiently walked me through different options, explained the differences between each… Read more
mattress and frame, and never once made me feel rushed or pressured. What I appreciated most was how knowledgeable she was—she answered every question clearly and helped me choose a bed that perfectly suits my comfort and budget.
Highly recommend this store for anyone looking for great products and excellent customer service!
Great experience so far with **Furniture Trader – Epping David has been extremely professional, friendly, and easy to deal with throughout the purchasing process. He was knowledgeable, patient, and took the time to help us choose the right pieces without any pressure. Communication has been excellent, and we’re really looking forward to receiving our items. Highly recommend! Show details
I purchased two two seater Gaelon sofas from your Burnside store last Thursday. Andrew, the salesperson, was so helpful and went out of his way to help me choose just the right ones. They were delivered by Necmi and he was brilliant. He managed to manoeuvre the sofas along some tight passageways into my rumpus room and put all their feet on. He… Read more
then took all the cardboard packaging away with him. This was much appreciated as my husband and I are both in our 80s and not as fit as we once were. The sofas look great and I think represent great value for money. Thank you.
Happy with my purchase and delivery guys very helpful and friendly Show details
The Furniture Trader - Burnside I was trying to find our dining table with my husband. After looking around, we decided that the Riviera dining table looked great. We appreciate you sharing your experience and outstanding customer service with us, Andrew. We also appreciate Mark's help with the purchase. Nesim & Jenny Show details
I had an excellent experience with the Epping store. I purchased a couch and whilst I needed to wait for delivery- once it arrived everything moved quickly. I received notification it was ready for delivery. In store final payments were easily done and delivery booked in. The real highlight came with delivery. They are arrived at the start of… Read more
their allocated arrival time and were very friendly. After some attempts they got the couch inside and then proceeded to put together the furniture and plug in the power. They were very prompt and efficient. They worked well as a team to problem solve and highly recommend them!
I would request good manners and kind customer services – I went to the Burnside store to purchase the coffee tables the Indian girl who worked there didn't have an interest in selling and behaved rudely. I left without a purchase. I request their manager to train their staff so they don't lose customers
Find out how The Furniture Trader compares to other Furniture Shops
Know better, choose better.
Excellent experience with this highly recommend – I had an excellent experience with this store, I called and placed an order after looking online the lady I spoke to was very pleasant and extremely helpful with organising delivery as I live approx 400kms away. Item was delivered within 48 hours of purchasing the 2 delivery guys were very professional and handled my new Buffet with care and were… Read more
very respectful of my home making sure nothing was damaged. I love my new Buffet it’s exactly what I wanted, very solid and well made in perfect condition also very reasonably priced compared to our local furniture stores. I will definitely purchase from this store again.
WORST DELIVERY EXPERIENCE!!!!!!!!!!!!!!! – I had my order delivered today, 01/02/2025. I politely asked the delivery driver to place the shoes at the door before bringing the item inside the house, as my children have autoimmune sensitivities, and I want to avoid another hospital visit due to poor delivery service. To my astonishment, the driver responded, "I can't do that. How do you… Read more
expect me to put the item inside?" I was shocked by their rude and unprofessional response. If my children were to get sick again because of this negligence, would they be responsible for their care at the hospital?
I made a simple and reasonable request, yet the driver's lack of manners and professionalism was completely unacceptable. The company should reconsider its choice of delivery service, as such behavior negatively impacts its reputation. I will never order again if the same delivery driver!!!!!!!!!!!
Dreamstate-Aireloom mattress from Furniture Traders – I purchased the Dreamstate-Aireloom mattress from Furniture Traders, trusting its reputation as part of their bestselling collection. Unfortunately, my experience has been extremely disappointing. The mattress caused significant back and upper shoulder pain, which I have never experienced with other mattresses. This pain has severely disrupted my… Read more
sleep and daily life.
When I reached out to the Claims department, I received an unsatisfactory response. They stated that their warranty covers only construction defects and not comfort issues. This is unacceptable, as a mattress should provide the comfort and support promised in its marketing.
To make matters worse, my wife is pregnant, and we cannot risk her health or the well-being of our unborn child with a substandard product. Despite explaining this, the Claims team offered no meaningful resolution or support.
I strongly advise against purchasing the Dreamstate-Aireloom mattress from Furniture Traders. A mattress is a significant investment, and customers deserve products that deliver on their promises and a store that values customer satisfaction. My experience with this product and the company’s lack of accountability has been deeply disappointing.
Horrendous experience – Wish It had a 0 star ratings. What a Horrendous Customer Service by their operational Manager Named [Name Removed]. I bought Dinning table 8 weeks ago, left it there to be picked up later as per their policy. I went there yesterday to pick it up to which they said 1 out of 6 chairs are short and I will have to wait for another 4-8 weeks. I was… Read more
astonished that they came up with this story and clearly sold chairs to someone. The unprofessional and RACIST [Name Removed] paid no attention to inconvenience and stated that things happen and I should either wait or cancel the order. His TONE, expression's, Gesture was so Rude and repulsive that I wanted to Cancel the whole thing. He looked at me as if I owed him something and now its my fault that I am not accepting 5 chairs. I was approached by another team Member named [Name Removed] who was the most humblest person I had ever met. His politeness and care was quite the opposite of this Arrogant [Name Removed]. I decided to keep 5 chairs and approached the front desk for payment. [Name Removed] quoted " I tried to explain him the same thing and he didn't get it " in a such a filthy Tone. I told him that he is unprofessional, Arrogant, and Rude but because of his team member I am paying. He got furious, yelled at [Name Removed] that " Thank you [Name Removed], you should have sticked with me and he slammed the door of his offices". His whole team and customers around were shocked. I request the owners of this business to take action against him otherwise you will loose business. Please get back to me on my phone number or perhaps meet me in your Epping store. I would love to Educate this Arrogant and Racist Human being. He is a bad influence on everyone around.
Beware of The Furniture Trader Epping – Very disappointed in The Furniture Trader at Epping. DO NOT TRUST THEM!! Gave me a credit note with nothing to show an expiry date on it and when I finally was able to find something suitable they told me it only had a 12 mth validity date and it expired 10 months ago. There was no care factor, rude and arrogant staff and they refused to honour… Read more
my $149. Thieves! Fancy taking someone’s goods, reselling them for profit and refusing to honour them with anything in exchange. Am going to Consumer Affairs because this is pretty damn mean in my opinion and my friends and work colleagues agree too.
AVOID FURNITURE TRADER PRODUCTS ARE SUBSTANDARD QUALITY – Highly disappointed in how they treated me. The woman who served me was so aggressive and rude once the money exchanged hands...She was basically pushing me out the door.. Not just that the couch I bought is ridiculously way too big for my loungeroom . It looks so stupid and I am so unhappy. I asked to have it changed to one thats fits . I cant… Read more
have a coffee table. In the showroom it didnt look so big at my place it has ruined my loungeroom. I asked to have itchanged no refund and I will pay for return.. They are lying and making up stories. Also I asked for the name of person who replied to me but it is a gutless coward hiding ... I want my home to look good but all they have come is caused me so much grief. On top I have health issues they have added to it. Be careful what u buy the quality may look good but its sub-standard. Cushions lose their shape. They use cheap timber. They lie thru their teeth. They do n0t care abt anyone they have no moral untegrity. They may have alot but its cheap fabrics ..Not real leather ...Cheap sponge cushions...And not good for anyone with allergies. Be careful. They are filthy liars and breach consumer laws ...So I am in process of suing them... Go elsewhere u deserve respect they wont give u that... Disgusting experience !!
Very poor service – Very poor customer handling, poor delivery service. The delivery guy was very agressive on suggestion how to bring furniture inside, send back the furniture. Upon calling they don't deal with deliveries and they don't even deal with accounts and also will not give you the details. Be careful before u spend your hard earned money. Show details
Negative and Deceitful – I purchased pictures online, because picking up from Hoppers Crossing was not an option on the website. The website led me to believe, the Hoppers Crossing store didn't even have them in stock. A week later I went into the Hoppers Stores and there they were on the wall, with many in stock. The delivery fee was $60 and very avoidable. It… Read more
wasnt express or anything special. I still had to wait approx 5 working days. Even the delivery man was rude. (likely another way to make a bit more money).
But the part that is most frustrating is I would have picked them up myself if i knew they were in stock.
Then when I brought it to the head office's attention, they were rude, and had me dealing with numerous people giving me different information. They said the Hoppers Store is not a pick up location for any items purchased through the website. But they don't share that information on their website. In fact - they clearly state 4 showrooms.
They could have refunded the postage or given a store credit for their misleading website and rude behaviour. But they are money hungry and customer service is not a priority.
The whole experience was a very negative. I do not recommend!
Very bad – AVOID!! Absolutely disgusting customer service particularly from the New Zealand women working behind the counter there. If you want to be treated as unwanted and spoken to in a condescending way then it’s a good place to go to. Products however look good.
AVOID AT ALL COSTS – purchased a entertainment unit, received and it is scratched, warped and drawers not aligned , staff could care less, email to claims, just getting the run around now, PLEASE AVOID AT ALL COSTS Show details
Purchase bookcase and decor – Love the bookcase! Floor staff were helpful with enquiries and gave us a great deal. They Did explain that there would be no one to help move it to our Ute and left it at the front of the store upon request. Nil exchange policy explained in full upon purchase, no drama and happy with my purchase Show details
Rude manager of Dandenong store – wooow, I was about to write my terrible experience with Dandenong store staff, then I found all of these negative reviews. It's really important to check the reviews before buying stuff but unfortunately, I was in Dandenong, shopping furniture from different stores then I ended up in Furniture trader which has a great collections, but the staff… Read more
there, specially the Dandenong manager, was very rude and helpless. I'm not sure how he is been selected to manage the store!!! I selected three items as a collection (coffee table, hallway table and TV unit) to buy then there was a mark on the floor TV unit, we accepted that and wanted to go in purchasing. We were waiting a call from the Dandenong store to proceed in the purchase but they didn't call, when I called them the next day to check the status, they told me the TV unit has been sold!! When I told them that we had a purchase quote already for the three items, the manager told me "I don't know what happened, and I have no information"!! How a store manager has no information and doesn't know what's going on!! Is this a way to deal with customers!!! worse experience ever!!!!
Very poor service – Bought some stuff and when I came to store for quality and warranty they are rude and the owner is said we can’t do anything please go to other store there are some good stores next to them please stay away
Extra Information
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
Please attend this matter