Please note that this page is for http://www.myfurniturestore.com.au/ which is a different business to http://www.my-furniture.com.au/.

Do Not Order From My Furniture Store

1 out of 5, reviewed on Jun 07, 2018

I purchased a bed online from My Furniture Store and it was one of the worst experiences I have ever had with a company. I am not one to write a review but with the experience I have had (similar to others on this page) I felt the need to. I ordered a bed on 03/05/2018 and it said 10 - 20 days for delivery. By the 23/05/2018 I had not heard from anyone. Mind you it is next to impossible to get in contact with anyone at this store. When you ring, most of the time no one answers and it just rings out with no option to leave a voicemail. When I spoke to someone in the existing sales team, they informed me that the order didn't get picked up by the courier because the courier 'didn't show up'. They said it would leave the warehouse the following Monday the 28th of May and would be received later that week. I called on 30/05/2018 because I hadn't heard anything and they said there has been a delay and it won't go until 04/06/2018 and to expect the bed later in the week. I then asked if I could pick it up from the warehouse in Melbourne, they told me that wasn't an option as I chose delivery. Turns out the bed was still in NSW as I spoke to the courier company on 04/06/2018. The courier company sent me a text saying are you home between 11am - 2pm on 12/06/2018 so apparently it won't get to me by the end of this week. I requested a refund because I have waited over a month, been lied to and stuffed around which 'management' are now refusing to provide a refund. I have had to request my bank to follow this up because I cannot speak to anyone that can actually do anything for me in this company. I will never purchase anything again from them and will tell my friends and family the same!

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Purchased a bed paid for it was told to come pick it up get there and was told that they don't have

1 out of 5, reviewed on May 22, 2018

Purchased a bed get it home the bed is badly damaged no one will return my calls left messages asked to speak to a manager apparently they don't have a manager

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Sydney

  • 1 review
  • 1 helpful vote
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Verified Customer

Taken My Money, Are Unable To Deliver the Product But Still No Refund

1 out of 5, reviewed on Apr 20, 2018

I have never had any issues with online purchases until I made a purchase with My Furniture Store. It also seems from reading other reviews that my experience is not an isolated case. I made a purchase at the end of January over the phone. After checking with the manufacturer that the items were available payment was taken for the goods. Time went by and I heard nothing about delivery. I rang the numbers I had from the sales order and left messages. I also emailed to find out the status of my order. Eventually I received a phone call saying the items were no longer available and would l like to choose something else. No thanks I will have a refund. Well that was over two months ago and despite numerous phone calls which weren't returned and a number of emails which also went unanswered I eventually got through to someone who said that she wasn't authorised to give me a refund but would pass it on for approval. I think by this stage my comment was that you can't take someone's money and not provide the goods therefore I was entitled to a refund and looked forward to receiving it. Well no refund was forthcoming. I was now at a complete loss as to what to do. They don't answer emails nor any of the phone numbers on the sales order. If I can't communicate with them how do I get my money back. I ended up driving out to the Auburn Store thinking that I could solve this face to face even though Auburn was a considerable distance from my home. Well that did me no good as the saleswomen in the store advised me she was not authorised to give refunds. Only the owner was able to do this. She confirmed that I was entitled to a refund and said that the manager would ring me on Saturday to process the refund. That was one month ago. I am now taking the matter to Fair Trading as I feel I have exhausted all other avenues and I am owed over $1200. Please think twice before purchasing through this company. If you read the reviews there are common recurrent themes relating to lack of customer service, inability to contact anyone for assistance, and difficulties getting your money back even though no goods have been delivered. It's a very consistent pattern of behaviour. Give your business to someone that values you as a customer.

1 person found this helpful, do you? Yes

Comments
My Furniture Store Official

It is unlikely that we would not give you a refund should we not be able to supply - so please call me (Craig - manager) if this is still an issue and will solve for you instantly - thanking you.

Strathfield

  • 1 review
  • 1 comment
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Don't Bother!!

1 out of 5, reviewed on Mar 27, 2018

This company doesn't deserve any stars at all!! They take your money and then completely ignore you. They don't answer any of the 3 phone numbers they have provided on their website. Your phone call gets directed to an answering service that passes on the message that won't get answered. They don't respond to emails either. Honestly I don't understand how these people are still in business. They should have been shut down by now. The savings are really not worth the headache and frustration. I ended up cancelling my order through a case on PayPal and getting a full refund and these people CANNOT BE TRUSTED AT ALL!!!! Absolutely appalling non-existant service. Anyone giving them a positive review is either a relative or friend so you can't believe that either!!!

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My Furniture Store Official

We do not not agree that we take any customers money and ignore them - we have over 5 lines and do our best to answer calls as timely as possible - calling our valuable and appreciative customers l... read more »

Oh now you’re responding!! Too late. If you respond to your customers like a company that respects and appreciates their customers should, you wouldn’t receive so many negative comments and I would... read more »

Worst customer service. I'm traumatised.

1 out of 5, reviewed on Feb 26, 2018

We purchased a bed in November 2017. They said it will be ordered in and will take 6 weeks.
15 weeks later still hasn't arrived. We ask them for money back. And then they insist it will be delivered the same weekend.
So we put our trust in them once again only to have delivered the wrong bed!!!
Are you guys joking!

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Do Not Purchase From This Store!!!!

1 out of 5, reviewed on Feb 19, 2018

They have no regard for quality or customer service!! I purchased a wardrobe (for my soon to arrive baby's nursery) from the Auburn store on the 10.1217; it was paid in full on the 26.12.17. After experiencing issues with the order not being followed (additions were made to the wardrobe at an additional expense, which the Manager, [name removed]) it was delivered on the 03.02.18 – 3 weeks after it had been due, as a result of [name removed] failing to accurately complete the order (it was not made as per the order, so had to be re-sent to the warehouse). I dealt with very poor customer service during this process. Upon delivery, it was observed that the wardrobe was missing doorknobs on each door (3), and the door hinges for one of the cupboard doors were broken. I contacted the store immediately; I spoke with [name removed] who initially asked to have the delivery drivers retrieve the wardrobe; I advised of my concerns with this causing further delays/inconveniencing me, requesting confirmation that the doorknobs were in store to collect, as well as to obtain a partial refund. [name removed] advised me to send an email to the 'warehouse', providing me with an email address, attaching photographs/description, and that I would be contacted that afternoon. I was not contacted, and phoned the store on the 05.02.18, raising my concerns with [name removed]; he advised that he “had a quick look” prior to the wardrobe being loaded into the truck, obviously ignoring the fact that it was faulty/incomplete. I was informed that I was provided with the incorrect email address by [name removed], and as such, it had not been reviewed. I was told to re-send the email to an alternate email address. The email response received included unfinished sentences/provided no assistance whatsoever, so I phoned the warehouse to discuss. I was told that the repairs department would contact me to arrange a time to attend my home and repair the damage/doorknobs. I provided a further email reply requesting confirmation by COB on the 06.02.18 as to when this would be repaired, also stating that I would be escalating this to NSW Fair Trading. I attempted to phone the store several times with no answer on 3 different numbers, finally getting through to an answering machine, requesting an urgent call back. I did not receive any returned contact for over 1 week. I therefore lodged a complaint with NSW Fair Trading and sourced a carpenter to repair the hinges. I am yet to obtain a response in regards to obtaining a partial refund for the faulty product that was delivered.

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Comments
My Furniture Store Official

Your story is untrue but we have signed proof that you were refunded $175 and this is because the supplier missed putting on 3 round white knobs and you were not patient enough for us to send a re... read more »

Brisbane

  • 1 review
  • 1 comment
  • 1 helpful vote
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They took our money and refused to deliver the product

1 out of 5, reviewed on Jan 30, 2018

We purchased some stools online over 12 months ago from myfurniturestore.com.au and upon receiving confirmation that these would be delivered, the items never showed up. After easily making over 15 phone calls to what appears to be a virtual office - as the lady who answered was just taking names and numbers without wanting to discuss anything to do with the actual company, and not receiving a call back, I proceeded to email [name removed] who I believe is the man in charge there. He told me everything I wanted to hear - "you'll get these asap or I'll refund you" and so on. Weeks passed... nothing. Another 15 phone calls to the virtual office with very little luck and several email later and we get the "we're sorry, we've been busy" (aren't we all mate?) "you'll have these within two weeks"

That was 12 months ago, and [name removed] still has my $600. There's a word for that...

Save yourself the trouble and seek your furniture needs elsewhere guys.

1 person found this helpful, do you? Yes

Comments
My Furniture Store Official

Taking money from a customer who claims they were not delivery is an accusation of theft - we have over 100000 happy customers who have always received theirs goods - so if you still believe this i... read more »

It is disheartening to know then that you have managed to satisfy 100,000 other customers yet my custom didn’t warrant your time or respect. I was always kind and courteous to deal with after every... read more »

My Furniture Store Official

Please advise your order number to see how this is possible. Thanking you.

  • 1 review
  • 1 helpful vote
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Do not use tis company. Service is the worse ever.

1 out of 5, reviewed on Nov 02, 2017

Bought some chairs on-line. they took payment immediately, but cant give me a delivery date on the chairs - at all. Now struggling to get my money back. Considering legal action.

1 person found this helpful, do you? Yes

sydney

  • 1 review
  • 1 comment
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Verified Customer

Be ware, terrible after sale support

1 out of 5, reviewed on Oct 27, 2017

I bought mattress and base, paid a lot of money for "on line store product", mattress and base delivered, since then never ending problem, base replace twice, mattress replaced twice, now they want to push me to get a replacement mattress which is even not what I bought, bought while, they want to give me grey, and [name removed] the owner terrible attitude, talking court than fixing issue with his supplier.
Go to proper established store and buy there, MFS all their stuff coming from China and you pay top dollar for low quality.

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Comments
My Furniture Store Official

Supplier has offer an upgraded mattress which is exactly the same specification with a minimal tape edge upgrade - also offered the option to select another 1 of our 200 mattress model but declined... read more »

nope ,to me grey is not same color,grey is grey, no offer either to send me another good quality mattress, supplier and my furniture store told me you will get what you ordered, take it or leave it... read more »

Newcastle Region

  • 1 review
  • 2 helpful votes
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Verified Customer

Don't buy online!

1 out of 5, reviewed on Aug 21, 2017

Buying furniture from this store online has been a stressful process, although items arrived quickly, some of the items received were not as described in the advertisement - the material used to construct the furniture was not as described, the actual version of furniture received was not as described and furniture was of exceptionally poor quality. Called within 15 minutes of furniture delivery to report this.

Took a lot of to-ing and fro-ing with "[name removed]", who would not answer calls, but can be very abrupt via email to get SOME money back (60%) but would not offer a full refund and we were told we would have to pay courier fee to recollect furniture. Went to Department of Fair Trading who negotiated with [name removed] on our behalf, to receive a full refund - but [name removed] has refused to answer our calls or emails. Upon Advisement from Department of Fair Trading, they encouraged us to accept partial refund offered and then seek the rest through DFT and Tribunal. We are still going through this process and furniture was ordered back in April.

I strongly suggest you shop elsewhere.

2 people found this helpful, do you? Yes

Cairns

  • 2 reviews
  • 2 comments
  • 1 helpful vote
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Verified Customer

Worst Service. Do not use this company

1 out of 5, reviewed on Aug 15, 2017

Purchased online in April. They sent a beige bed not a grey bed. Item was NOT as described. Spent close to $2000. Raised the issue immediately and have had nothing but grief since. Spoke to the owner and he virtually advised bad luck. Customer service from their team has been so poor. I had to involve Fair Trading to get my money back and only then did the company appear to do something about the problem although they definitely were not willing. They were rude and would NOT keep me updated. Even to the point we were sleeping on the floor highly stressed trying to communicate with them about picking the bed up and refunding us and we were getting emails at 9pm at night abusing us telling us that it was the suppliers fault not there's etc. they used capitals and virtually told us they were not in the wrong. We NEVER received an apology for the inconvenience. They have no idea what 'customer service' means. They tried to Palm Us off to the supplier and took no ownership of the problem. We clearly got an item not as described and were told 'oh well'. Luckily for fair trading we finally got the bed collected and after a long lengthy stressful process we got our money back. It only took 4 months!!
Do not use this company at all!! They are rude, unhelpful and the price is not worth the quality. Go and buy from a genuine retailer. Your money will be well spent elsewhere.
We understand problems happen but the way they handle themselves is disgraceful. I only wish I had of read their reviews prior to my purchase because I'm not the first customer this has happened to and I'm sure I won't be the last. I do not have a nice thing to say about this company at all. I don't even know how they are allowed to do business.
4 months without a bed and constant stress is not a happy experience.

1 person found this helpful, do you? Yes

Comments
My Furniture Store Official

The bed purchased online was what was advertised including a close match to photo advertised - once it was received back in our warehouse it was noted that the advertisement was correct and the bed... read more »

Rubbish! It is not excellent goodwill when it is false advertising.... I sent you pictures of what was received and what was pictured online and they are completely different. This is the service I... read more »

My Furniture Store Official

The bed is same as the photo seen on the website which clearly was beige (it has grey tones in it - so the name is irrelevant) and this was confirmed by the supplier who denied all of your claims -... read more »

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  • 1 review
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  • 1 helpful vote
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Once you've paid for it, there's no refund or exchange!

1 out of 5, reviewed on Apr 10, 2017

We bought a bed and mattress once from them and by the time i get home i realized i actually got the mattress at home. I then rang the next day to ask for a refund on the mattress as i haven't received both my bed and mattress (This will take about 2 weeks to arrive). I've all several times and every time i mentioned about refund, i was told someone will give me a call back. Three days later i finally received a call from the store telling me they don't do refund, i was frustrated as i wasn't told the purchase was non-refundable nor there were any signs stating that. I then asked if i could exchange the mattress for something else, they said no neither. I was like what kind of places have i bought the furniture from. I requested to speak to the manager, the manager finally has the gut to speak to me after passing messages to the person who i talked to on the phone for quite some times. She then said to me if i would like a refund on the mattress, that's possible but i have to pay for cancellation fees of $100 plus the price of the bed i bought would have to be put back up to the full price. I told her when i bought the bed, i paid for what it advertised, they didn't give me any special deal for the bed. I wondered where the original price came from. She mentioned the cancellation fee is for restocking fee but i said to her, the mattress was a clearance stock from the floor there shouldn't be any restocking fee. She told me if i were to cancel the mattress, after all the price adjustment and cancellation fees i would get back like $60. I was like are you serious? How can they do business like this ? Never ever buy anything from these guys unless you are 100% sure of what you want. They don't allow for any change of order whatsoever.

1 person found this helpful, do you? Yes

Comments
My Furniture Store Official

We clearly show in store that when an order is placed - please select carefully as the item you purchased was already specially ordered in for you and if you change your mind (as in this case) ther... read more »

Well i don't remember seeing a sign of your no change of mind policy. I would suggest you put the sign bigger and clearer at the payment counter. I have bought furniture from stores like Harvey Nor... read more »

Sydney

  • 1 review
  • 1 helpful vote
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Verified Customer

Don't do it

1 out of 5, reviewed on Apr 07, 2017

Ordered a bed after being told it would take 3 to 4 weeks however it took 9 weeks.

After I finally managed to get someone to return my calls. They passed the buck blaming the manufacturer.

There was nothing wrong with bed when in finally arrived – but unless you are happy to wait months I would give this place a miss.

1 person found this helpful, do you? Yes

  • 1 review
  • 1 helpful vote
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Shonky service

1 out of 5, reviewed on Feb 06, 2017

Bought a Fairmont suite with mattress and bed with under bed drawers. It's been 3 months and still have not got drawers. [name removed] and [name removed] keep fibbing me off with blaming the suppliers. I am a pensioner and paid $1250 for it as a Christmas present for my son. It was delivered without drawers in mid November last year and I am still waiting. They are a terrible business. Shonky is the word I would use. I have contacted fair trading but since reading the warning reviews I am not alone in being ripped off by them. DO NOT buy from them or you will be sorry.

March 3rd 2017 Update: Shonky business that delivered bed without drawers as described

Bought king sized single bed with drawers. November 2015 bed came without drawers. Still haven't received drawers. No resolution from [name removed] or [name removed]. No calls to tell me progress. Have called them numerous times. Cost me $1250 and was a Christmas present for my son. Contacted fair trading who were useless. Am looking at legal avenues to pursue as I don't want these people to get away with this time and time again judging by their bad reviews. I want everyone to know NOT to buy from these systems. Feeling ripped off big time.

March 7th 2017 Update: Rip off shonky business

Bought Fairmont suite for $1250. [name removed] in sales helpful till bed delivered without drawers. 3 months later still no drawers. [name removed] in customer support is the worst customer service. Doesn't care and excuse after excuse. I don't care if you have problems with your supplier. I paid good money for your rip off furniture and I want what I paid for. I will be bombarding with reviews. Fair trading are useless so social media it is you should not be in business if this is the way you operate.

1 person found this helpful, do you? Yes

  • 1 review
  • 2 helpful votes
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$150 for delivery and three weeks on, no item.

1 out of 5, reviewed on Jan 17, 2017

Bought a bunk bed from them, aware that prior to Christmas there would be a pretty hefty delivery fee. So, swallowed the $150 delivery fee expecting it would arrive just after Christmas (within the 7-10 day estimate). Here it is 17th January, excuse after excuse, called them AGAIN today and was told it was on the truck, would be here this week. Just got an email to say I will be contacted NEXT week to arrange a delivery time. Absolutely pathetic, their delivery charge is a complete rip off, customer service is polite, but just spouts lies.

2 people found this helpful, do you? Yes

  • 1 review
  • 2 helpful votes
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Terrible service and no delivery. No updates no communication; don't buy

1 out of 5, reviewed on Jan 16, 2017

After buying furniture from Auburn store I have been calling them since last 2-3 weeks as to when my furniture will be delivered but no one calls back. Hot Line number is only a messaging service not actual people of the company. No one picks phone when called on direct number of the store. Left message no response back.

Finally after 2-3 weeks, they scheduled delivery to come between 11-1 but no buddy showed up. Instead driver says no one was at home. Pathetic people; never buy from here.

2 people found this helpful, do you? Yes

Sydney

  • 1 review
  • 3 helpful votes
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Worst Customer Service Ever

1 out of 5, reviewed on Jan 16, 2017

My purchase took over 3 months to arrive. Upon delivery, the two man driver team refused to carry the extremely heavy parts upstairs for us. Instead they were left in the corridor which is absolutely useless to us. My father has a damaged rotary cuff and my mother is still suffering from a car accident. That just leaves my younger sister and us with no idea of what to do. Customer service line was busy and [name removed], my personal contact for the delivery, could not be contacted. If this the experience you want then please feel free to use this furniture service. Otherwise save yourself some pain and heartache and keep well clear.

3 people found this helpful, do you? Yes

  • 8 reviews
  • 7 helpful votes
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Would give ZERO stars if I could

1 out of 5, reviewed on Jan 05, 2017

Purchased a futon in November 2016, after hearing nothing, contacted them. They used their stock response - wait for courier to call. Well that never happened and now Naidine is ignoring my emails and demands for my $600 back. Fair Trading, Police and Fraud have been notified. DO NOT buy from here!!!

4 people found this helpful, do you? Yes

Bamarang

  • 2 reviews
  • 7 helpful votes
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Terrible customer service and damaged goods

1 out of 5, reviewed on Jan 01, 2017

Do not be tempted to use this company, you will regret it. When goods finally arrived they were damaged and it was only the tenacity of my husband that eventually got them repaired. These people ignore consumer rights, outright lie about what they are going to do to resolve disputes, just laughed when we got Fair Trading involved and were happy to brag that they dealt with Fair Trading all of the time and were not concerned. The lounge is of poor quality now that we have had a chance to use it and not worth what we paid for it. DO NOT WASTE YOUR TIME AND MONEY WITH THIS STORE. I would have given them no stars if it was possible.

4 people found this helpful, do you? Yes

  • 1 review
  • 1 helpful vote
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No Delivery, No communication

1 out of 5, reviewed on Dec 21, 2016

Only purchased King Single Beds as we were guaranteed delivery last week. Last week came and no beds. Had an email saying there was a delay and would be kept up to date. No emails, no phone calls, no replies to messages we left. So disappointing. Still hoping something may happen tomorrow.....

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