Urban Couture

Took my money but didn't deliver my goods – I ordered some items on 28th September and I've still not received them. I have contacted the website 4 times and they have not responded to any of my emails.They took my money for nothing in return and there is no customer service.

Order missing one piece – Placed an order in August. Received everything (which was as described and well packed) except for a lid to a bowl/vase. I sent an email, sent another...got a response to say that missing piece would be sent out that day. Follow up emails receive no response. It is now nearing the end of October. I would not recommend this business.

Check with ASIC – I love the pieces we purchased from Urban Couture but it looks like Urban Couture has had administrators appointed. Check with ASIC or just google Urban Couture administration. Such a shame as I would have liked more pieces from there.

Great experience buying Lisa bed in Charcoal – We ordered a Lisa bed in charcoal online from Urban Couture after visiting their Surry Hills showroom on 21 September. As our apartment was being renovated, we requested delivery after 15 October and we were told was not a problem at all. In between ordering the bed and the delivery date we discovered the many negative reviews of UC on this site… Read more

and if I had read the reviews I would NEVER have ordered anything from them. I was extremely worried that we would not get the bed when I called to arrange delivery and even more skeptical when given a tracking number from one delivery company and then another tracking number from a different delivery company but I'm happy to say that the bed arrived on the date as promised and we are absolutely delighted with it. It's beautiful and of excellent quality. Very happy with the purchase and service from UC.

Re: Product and delivery team both great – Great service, Mel responded quickly and informatively to email queries. In store assistance provided by her was spot on also. The boys delivering the bed topped it off, they were very efficient and helpful with any questions we had on the day.

Will take your money but never deliver a product – Urban Couture was taking peoples money but never delivering products. Urban Couture when into administration owing customers, manufacturers and suppliers hundreds of thousands of dollars. Dos Facio Design then continued to sell products online under the business name of 'Dos Facio Design' through an online presence. Not only did they have no… Read more

stock to sell, they never delivered any of the puchased orders to the customers who ordered them, ripping off hundreds of customers, suppliers and manufacturers once again.

When I confronted via email they were abusive.

Buyer be warned. Never purchase anything from Dos Facio Design.

Please note the website for Dos Facio Design is still taking orders. You will never get your products and will lose your money.

So disappointing and time wasting – Never again. Don't shop here. The worst service I've ever experienced. It took MONTHS to receive items purchased online that were 'in stock'. Have never accounted a company who are constantly MIA don't respond to emails or ever answer their phone.

Do not buy from this retailer – Purchased a display unit on line, no communication from them, sent emails but still no response. Please do not buy anything from this shop or their online shop. They even took of their live chat from their website as that was the only way to actually speak to them. Calls to the shop are never answered.

Ordered/paid/nothing happening – I order a dining table at the end of August, was told 12 - 14 weeks. Tried to contact them at the end of December and early January NOTHING. Drove 3 hours on Saturday to go to store. CLOSED. No responses to anything. As others have said NOT HAPPY JAN

Beware - Insolvent Trading? – Purchased item and paid in full in December, no contact from the store since either by email or phone. They are in administration as at 9th January 2019 and an insolvency notice has been issued from ASIC. Administrator(s): [name removed], [name removed]

Lodge a complaint to Fair Trading – I have purchased from this store before and whilst service and communication wasn't great, I did eventually receive my goods. This time I have purchased a sofa and chair to match the one I already had, paid in full and now can't make contact with anyone, it's like they disappeared. Shop is closed, phone is unanswered and emails ignored. Very keen… Read more

to contact me and give me a good deal before I paid, once you have paid they just don't deliver the items, pretty sure this is stealing!!!!! Do not purchase from Urban Couture, I have confirmed administrators have been appointed. Very disappointing!!!

In liquidation- do not purchase! – I have confirmed the company has appointed administrators so buyer beware! I have noticed the website is incorrectly listing items as in stock that are not! This is illegal Urban Couture / administrators! Please amend to comply

Please complain to fair trading. Do not purchase from this company – I made an online purchase on 20/12/18 of an in stock item. I didn't receive any confirmation of order or delivery, and never received any goods. All attempts to contact them have been met with unanswered calls and emails, it's like they don't exist. Do not order from this company!!

Poor customer service – I had a similar experience as everyone else. The company doesnt answer the phone or respond to emails. I had to visit the store to get my problem resolved.

Thieves & liars ! Do not purchase from this store! – Ordered item on 22nov18. Agreed to delivered within 10 days but kept on giving excuses; warehouse is busy etc. Lost patience so cancelled order on 11dec18 & they agreed to refund within 7 days but have yet to receive any refund until now. They won't answer / return any of my calls/emails. I was served by [names removed].

Please lodge a complaint with department of Fair Trading – After trying to get a refund on a sofa I paid for but subsequently discovered was not in stock this company has lied to me and ignored my requests for my money back. I’ve lodged a complaint with Department of Fair Trading and encourage disgruntled customers to do the same as it appears there are plenty of you with the same experience as mine. It only takes 5 minutes.

URBAN Criminals! Terrible customer service. 0 stars. Thieves! – Terrible customer service in store. Spent 20 minutes taking photos and measurements of a console we wanted, not ONCE did one of the two staff members ask us if we needed any assistance. Spent the whole time on their computers. We decided to buy the console over the phone anyway, promised a 4 week delivery date. Rung days later to say good news,… Read more

item in stock to be delivered end of following week.

Time passes, no calls or emails regarding delivery. Time wasted waiting at home for promised delivery.

Follow up calls contained excuse after excuse.

'Plenty in stock, not sure why not delivered'

'Its xmas, we can't book a courier'

'Its being made'

'we cant give you a delivery estimate, it will just show up and you need to be home'

They don't respond to email, facebook message, they don't pick up the phone and now their voicemail is FULL!

Next stop is Fair Trade and the ACCC.

Why are they still in business – I ordered a Lisa sofa lounge , I waited 7 months and it still never arrived . I rang several times to be told it’s on his way . Still never showed up . I wrote many emails . In the end I opened a dispute with my bank and got my money back , I seriously don’t understand with the countless bad reviews of the same treatment this business is still operating . Avoid at all cost

Received faulty product, still waiting for response and resolution – Purchased a dresser online, advised on site it was in stock. Took over 4 weeks for the product to be delivered - when opened three drawers were completely broken and falling to pieces. Still waiting for them to call me back or confirm when replacement dresser will be delivered. Very quick to respond to emails with a delay tactic and promises… Read more

that never eventuate.

Will continue to call and email every day until this is resolved.

In the meantime i DO NOT recommend anyone supports this business.

Terrible customer service – I purchased items online. I had to follow up to find out when delivery would occur. I was then told they had no stock. I have tried to contact them via phone, email, text message to get a refund. I’m still waiting for them to give me a refund. Total crooks. DO NOT PURCHASE FROM THIS COMPANY

Want to give zero stars but won't let me – Same story as everyone else. Ordered something on sale. Told it's not in stock. Requested refund. Told it would be refunded, but still nothing weeks later despite followup phone call. Luckily I paid by paypal, so can dispute it independantly

Worst Customer Service I have ever experienced in my life – If I could give zero stars I would. By far the WORST customer service I have every encountered when purchasing furniture. I waited 2 months for an item that I am sure has never arrived, then when I asked to cancel the order because it was taking too long I asked for a refund. I approximately a dozen calls throughout this process and had to chase… Read more

them for weeks, literally weeks, to get the refund processed. If you enjoy wasting your time and being met with false promises with a supplier then these are the guys for you! I actually have no idea how they are in business. Zero Stars!

Unethical Business – Don't be fooled by this business. They are notorious for having sales without actually having stock, the customer service is terrible, the quality of their products is below par, the warranty service is non existent, they also do not refund you until you lodge a dispute with your bank. That's how i ultimately got my money back after all other… Read more

normal methods of getting a refund for a product they could not provide was unsuccessful. If these issues resonate with you, I suggest you contact your bank to lodge a dispute immediately.

Dreadful service – After placing an order I chased up after a week via phone. They said it was on its way and I'd get further info. Nothing. I chased up a week later on email and phone. No reply. After 4 weeks I phoned (5-8 times) and got no returned calls. I finally got someone. Said they were on to it. then nothing. 8 weeks later and 20 plus follow ups by… Read more

myself and hearing nothing, I got paypal involved and they must have done something as I finally got a refund. I will never use them again and would highly recommend caution!

Worst online experience ever. 5 months and 40 emails – We ordered a marble table, and the first one that arrived was the wrong size. From there it took over 3 months for urban couture to pick up the table, after many false promises. And it was a further 2 months (in total 5) till we finally received the right one. We spent at least 5 days at home waiting for deliveries that never arrived and exchanged… Read more

over 40 emails (many never replied to). In the end I will say that [name removed] kept to her word and got us our table, however it was the most painful experience I have been through with a retailer. The only positive was [name removed] lovely attitude, although we were constantly let down.

Do not support this business – Eight months ago I placed an order for a linen headboard and bed sheets for a client. When the lead time came and went with no product delivery, I began a long and painful process of trying to contact Urban Couture just to get information. Unanswered emails + voicemails for over four months. If and when I finally did get a response it did not… Read more

provide accurate information on when to expect the product and there was never acknowledgment of any wrongdoing on their part. Zero accountability. It was incredibly frustrating. And my emails were fair and understanding - I explained that we know delays happen that are often out of the vendor's control but that we just need to know what's going on so we can update our client. Didn't make a difference. We then filed a dispute with our credit card company, which has just been accepted, so we are thankfully done with this company at no loss to our small business. It is unbelievably shocking to me that they're still operating - just look at the rest of these reviews! Seems it'll only be a matter of time.

21 weeks... still waiting – Ordered side tables and found out shortly after placing the order and that they did not have the stock on hand. We are now over 25 weeks and the goods still haven’t arrived in Australia. Emails are often ignored or it’s takes a number of contact attempts before they reply. Overall it’s been a terrible experience and I would not recommend this… Read more

company to anyone.

January 7th 2019 Update: Lodged a successful PayPal dispute

We ordered a marble bookcase that was confirmed in stock prior to purchase. We were promised shipment within 14 business days (by 8 December). Item was never shipped despite numerous emails and phone calls to the admin team. All calls to the company have been directed to a voicemail MessageBank for over two weeks, so we lodged a PayPal dispute. PayPal investigated and provided us with a full refund which was returned to our credit card this week. This company offers no service, no communication and does not care about customer experience. We will never shop with them again.

Total scam – Purchased 2 expensive marble side tables and never received the product despite 4 weeks of attempting to call and email them. Have never heard back from them. Currently seeking refund through a Pay Pal dispute. Do not use this company.

Re: Great experience from start to finish – I was very happy with the phone call after the purchase and the offer to delay the delivery to after our move without any storage costs. Thanks.

Please read other reviews and do not order from this company – I wish I had seen others comments prior to ordering from this poor excuse for a company! I ordered an armchair which took forever to be distributed. It wasn’t until I made a call to check it’s progress that it was finally distributed. The armchair arrived, the quality was poor. I returned the armchair for a refund however I waited a week to hear… Read more

back from anyone regarding the courier they ‘booked’ as they did not show up to collect the item. I then decided to book a courier myself. The item was marked as delivered on a Monday, I called the company confirm my refund, of course, no response. I sent multiple emails, still no response! For a week I kept checking my account and my email and still there was no reply or refund. On the Wednesday of the following week I sent an email informing them I would seek a third party to follow this up and collect my money as I was obviously having no success. It took this to get their attention and finally (although the money is not yet in my account) have my refund issued.

Absolutely love my purchases. Great shopping experience – Purchased an Armchair with 2 candles online and they arrived within 4 days. Was able to track my interstate delivery via phone (and I'm not very good with technical stuff). 10/10!