Fantastic Furniture
Reviews and Complaints

I purchased a queen size mattress on 17th September (online) to be delivered to my place it has been paid for and it still hasn't arrived a month later. Can you let me know of the progress of this purchase.

Karen Parker
8 Thursby Street
TENAMBIT NSW 2323
kaz.[protected]@live.com.au
[protected]

I have recently purchased a number of items in fact pretty much furnished my whole house from fantastic furniture well from my experience today not fantastic at all which is sad as my previous deliveries haven't been an issue. So my youngest sons bed arrives I get a call from a company hunter express to tell me it had arrived. I tell him what gate to go to as I live in a complex and he says meet me at that gate. When I asked him are you not bringing it to my apartment I get told no we can't go past the gate you need to come out and get it. How am I a single mother supposed to carry this all the way to my apparent with no other equipment to help. I can't find a number to ring other than store numbers and while I get it they didn't sell it and I was pissed off they didn't reply seem to care. On top of this the delivery guy had left it sitting at the gate and driven off as I was walking down to the gate a far way off and how did he know I was me? So here I'm left with this bed and I need to carry it up and apparently thats my problem. Doesn't matter that I have spent a fortune on delivery fees for this bed $158 to be exact and it couldn't be delivered to my door. I pay the delivery fee so it is. An absolute joke. I have more items to purchase to complete my home guess what I won't even think about fantastic at all now ever what a joke.

Flimsy buffet draw fallen apart

Hi,
I ordered a convertible lounge back in June. Price was over $2, 000, I paid for the product that day. They said delivery should be about 4 weeks as they never had all the pieces in stock. Almost 3 months later I receive a message to say it will be delivered today. I received a phone call this morning to say they were 10 minutes away. I was halfway up the hill driving my son to school so I asked them if they could come in half hour. The driver said yes, he would deliver in 90 minutes. 3 hours later I was still waiting, no communication with the driver, I tried calling him but kept going straight to voicemail. I rang customer service who told me the couch would not be getting delivered today and we would need to reschedule another day for delivery! I am very disappointment with this service. I have a family of 5 who will be sitting on the floor for the next two days waiting for this delivery which we've already had to wait for 3 months.
Regards,
Kirsty Figgins

This is a long review and is my experience and 100% truthful from my point of view. Okay i ordered a sofa bed as an emergency measure as I was moving and the bed with my deals was taking too long with this hunter express delivery company (who both have their own reviews about th situation). We were moving to an unfurnished house and I was trying to get all the big items for the first time. I chose fantastic furniture as they have a store front and I thought they use their own people. Turned out they also use hunter express for the things in the online store.

I called fantastic furniture Artarmon store and cancelled it with little hassle and i got another couch ordered and paid for one they had in the warehouse so they could deliver it 2 days later with their own people. Which was nice and I was so happy at this point things were going smoothly. I was told fantastic furniture had spoken to hunter express and it would go back and not come here. They said they could not refund me until the couch was back in their warehouse which I am not arguing.

It didn't happen this way and while I was at work on an afternoon shift hunter express bought it to my house and yelled at my boyfriend about having other deliveries, refusing to take it back. My boyfriend tried to ring fantastic furniture to try and have it taken back. I had a previous conversation earlier in the week with the Artarmon store as I had text messages from hunter express saying my deliver was coming within a few days as I read google reviews that showed a theme of hunter express doing this and voiced my concern. I was advised for either of us to ring should this occur. He got through to 3 different people with fantastic furniture from midday when it was delivered and was told noone he spoke to had any understanding of what was going on and they would call him back. They didn't. They chose to call me 5 minutes before closing that day and I was at work not seeing it until and hour after closing. It stayed outside all night which was anxiety riddled for me as it could have been broken or stolen and we wrapped it in a tarpolen just to be safe but every little noise outside woke me up.

Ispoke to a lady on facebook as I cancelled work the following day to ensure it was taken away. I spoke with the manager claire and complained about my experience thinking it was over however it was not. Fantastic furniture said they would refund once they got the sofa bed back but that didn't happen until I asked and showed screenshots of emails stating this. The facebook page monitor claimed she had done it but it had been 8 business days and no money at that point so i asked questions. They tried to blame the pandemic and also the bank for the delays. I called the bank im with westpac and the lady i spoke with explained unless it was done by a cheque if they sent it it should be returned however 10 business days is what they have by law and to wait the extra 2 before lodging with fair trading. She said everyone wants to blaim the bank and had they done it I should have it already and from her persepective it is because places just do not want to pay. I got my refund on day 10 so I did not take it further. Bad experience and poor service all the way through. I won't be using them again and now warn people sharing my experience when they say they need funiture! This was far from a fantastic experience and I hope they improve in future.

Hi I'm waiting for 2 days regarding 2 x things
1. CS at shippit stated he couldn't help with delivery times as not allowed to contact the drivers.. only emailed them... as I'm not at home it's our house we're selling it needs to arrive on days organised... one of those days I was told was today 31.8 21
1a. 30.8.21 Fantastic furniture CS male stated yesterday that Bennett's green phones were all diverted to them. Polite and helpful
2 31.8.21 spoke with room she overtalked me stating non helpful blame on covid info. When I had simply asked for a conversation about a refund request emailed yesterday and a timeframe for today's order she rudely hung up on me twice.
I had to call back 3 times to be answered. She rudely stated well I hung up as i won't be spoken to like that... I advised I didn't speak anyway just asked her to stop as it wasn't answering my question and blaming covid was nothing to do with my call. I also stated in a disappointed tone that this ordering process has been so hard.. receiving 8 emails from fantastic furniture and smiles then another 5 to 8 from shippit then another few more from fantastic furniture. It's been really stressful.
She only began speaking nicely when I asked for a manager. She advised me that she was the manager. And she advised me that she was inundated with phonecalls and she's the only one there today and that she was trying to contact the warehouse for me. I said thankyou and I appreciated that info. And asked when someone would contact me. She stated she'll try. Or to go online to chat.

Hi I brought my Kingston bed set from you guys about 6 years ago it broke about 2 years ago and the bed head got replaced it has now broken in the exact same place it shows how blandly made these are I am a loyal customer but this is a bit of a joke concidering this was one of your most expensive ranges it should last more then a few years I would like you guys to do someone thing about this but I don't want to just end up in the same position as I am now with it just breaking again I'm about to have a nap born bassinet attached to the bed and I can't have it colapsing with a new born sleeping next to it

Hi I bought a lounge from your Dubbo store 5 years ago on the left side where I sit is broken i'am the only one that sits on it . I really think it should last longer then that ...
Elizabeth Nairn [protected]
[protected]@gmail.com

So, I rolled in the bed, as you do. I feel through the bed. The slats fell. I hurt my foot. Sent a video of it to Fantastic Furniture via messenger. No response. Came home from work, had a closer look at the bed. Crack in it, coming apart on the left hand side.

Wardrobe has a part coming off it.
Sent an email with pictures, waiting for a response. Sleeping on the couch I also got at fantastic furniture that is starting to sag.

Items delivered in February 2021.

Not really happy

This is the second wardrobe I have gotten build it then move it and it falls apart while moving it not very good wardrobes I'm not happy I have purchased a lot of stuff from fantastic furniture but these wardrobes are a joke

A whole Sheet was shattered upon opening to build it, purchased 5-6 over a 1 year period and did not build straight away..
Only when needed as I use for a collection, was told I could not get a replacement.. was packaged tight so you could not tell it was broken until opened, I was sold a broken product and all I would like is that product replaced

Had a terrible experience both with the products and services as well, i purchased my l shaped sofa than coffee table and tv unit and ordered a dinning table
I will talk about delays in delivery because this is common the coffee table get heat stain and some get off as well, i am going to buy my dinning table which i booked 3 months ago when i ho to shop i asked about my dinning table and lady said its still not come till October in may they said it will come on july and than in August they said it will come on October anyhow i said i have another compliant for my last purchase i show her this attach picture she said i will call my manager she will deal you, she straight away said me that this is not going to be in warranty because you put hot mugs on your coffee table we cant do anything i said and what about this paint goes off she said i dont what do you spill on that i dont live in your home from
The start she seems so rude MAy be because i am (non English background) she said if you put hot things direct from your stove it will happen i said how can anybody put things from the stove she said its hot manufacturing fault my husband said that if coffe table is not suitable for coffee mugs than it is a manufacturing fault our last ikea coffee table doesn't have stains like this and in end she moved a pretend like she is exhausted to deal with customer than i said refund me of dinning table because if i put some plates and bowl you will say its your fault she came again on counter and give me a copy of refund, they dont know how to deal a customer if their products became faulty

Fantastic furniture sold us two faulty recliners that wouldn't go down properly and would randomly pop up. They hit us in the shins many times and over the years got worse. Since they was still in warranty I requested a refund for the entire lounge suit since the store no longer sold matching lounge suites. It took 6months for fantastic furniture to agree on a refund and they would only do it on the recliners. They collected the recliners on the 28/06/21 and still have not refunded me, I have sent 3 emails and have found the responses unsatisfactory. I am still not sure whether I will see the money and still think they should be refunding me for the entire suite.

My husband and I went into a local fantastic furniture looking for a tallboy. They had a few tallboys that were not flat pack ones when asked about them they could not be purchased until June/July as they had no stock in NSW. They refused the sell the display one as "I need to display one for sales." Even though you could not purchase the items for months.

I purchased sofa sets on 15/11/2020. It has only been 2 months and all the sofas have bobbling on it. I am so disappointed have spent $2436 on that day and the order no is [protected]. I have purchase other items from there as well but never had issues. This is so disappointing these sofas looks old filthy abs disgusting with these bobings. What's the point of spending so much on these sofas when they are so filthy my email address: [protected]@gmail.com phone no: [protected] prefer email

We purchased 3, 400$ worth of furniture from Fantastic furniture, waited 8 weeks for it to be delivered when it was delivered 2 of the chairs were from the showroom (worn down and wobbly), the buffet that we purchased had a chunk missing and we weren't notified by the delivery drivers when they were expecting to arrive until they were at our doorstep at 5 in the afternoon. We contacted multiple people about these issues and were passed from person to person until replacements were finally ordered. We waited over a month for the replacements, they arrived today. After opening the buffet we realise that one of the wooden legs has snapped right off so again, we call the store who put us on hold for over 10 minutes to then answer our call and tell us that the manager we were asking to speak to wasn't even in the building! We then asked that the manager contact us immediately and haven't heard anything since. We now have a living room that we can't use because all of our belongings have nothing to rest on because the bot if furniture we paid 700/800$ for is broken and no one will contact us about replacement or refund. This isn't good enough from a big chain.

Hi there,

I would like to lodge a complaint against Suzy from customer care support team.

I called the customer service support this morning at 12:50 and it reached Suzy/Susy. She was the rudest and the most unprofessional customer "CARE" support I have ever dealt with. All I was asking is just to check my order status, as we called Balgowlah store yesterday and we have been advised that someone will call us today to arrange the delivery and they have confirmed that our sofa has arrived in the depot centre.

Suzy told us that the sofa will be sent to the Balgowlah store from the depot instead of our place, which means extra 10 business days since they have to send it to Balgowlah store first.
Whereas we have been advised 3x by staff from Balgowlah store that someone will call us to arrange the delivery today.

When I asked her why the three other staff members advising us that we will get a phone call today (to arrange delivery), she keeps repeating herself and shouted at me saying "I do not know, I do not know!". When I told her about what others staff's advises to us, Suzy raised her voice and said twice to me: "you just do not want to hear the actual process here, you wanted to hear things that are not true! (while raising her voice)". I told her that I just have been advised from 3 staff from Balgowlah store so I was just following up with it, its not like I wanted to hear something untrue, rather I want to get the answer of when someone will call us to arrange the delivery.

She did not even let me speak, she talks over me at any point during our conversation, and she hung up without even saying anything and definitely without solving the problem! I found this utterly disgrace and disrespectful! How come someone from customer care team talk to customer in this way? What is the point of calling customer care if the customer will be treated this way? I really think Suzy should have better skills when talking to customers without raising her voice and be more professional. It seems that she does not really want to do her job and this is really unacceptable in any ways to treat a customer like this.

Regards,
Maudy

I bought a modular lounge suite from Fantastic Furniture. A month after I received it my daughter damaged one of the cushions, she was very distressed and rang Fantastic and explained the situation and ordered and paid for one cushion that day. A month ago she rang to check if it was ready and we were told yes it had arrived at the Tuggerah store and we drove out to pick it up. Only to be told on arrival that it was not ready and she would be contacted when it was.
So we waited, then a week ago she received an email saying that the cushion was ready for pick up at the Tuggerah store only to receive another email from them the next morning saying sorry that was a mistake its not ready.
So today I rang and queried again and the gentlemen on the phone Ben (from West Gosford store) looked on the computer and he told me yes it says its ready for pick up at Tuggerah store, I asked Ben to double check as we have had issues in the past and I did not want to drive out there again if its not there. He assured me that it was definitely there ready to be picked up. I told my daughter and she then got on the phone and rang Tuggerah to double check, and the gentleman she spoke to said no its not there we have a delivery coming in today it may be there.
So when she told me that, I rang the store AGAIN and spoke to Robyn, explained the situation to her and she, once again, looked on the computer and confirmed that yes it says in the system that the cushion is here at our Tuggerah store and ready to be picked up.

I drove out to Fantastic Furniture this afternoon and the young arrogant man child that served me told me no it was not there nor ready for pick up and I would be advised when it arrives. I said could you give me an estimate of how long and he replied "nope we have emailed the factory and gotten no reply". He then said they will notify you when it arrives. I said I rang and spoke to two people today, he said no those calls go through to a call centre, I said its the Tuggerah store number, why does it go to a call centre? His response "cause we were getting too much abuse". (well I can see why) If this is the professionalism and level of customer service that you strive to I'm surprised your still in business. Both people we have spoken to at Tuggerah were rude and not helpful at all.

Working in the customer service industry myself I am fully aware of what is required and how stressful it can be, but when you are faced with an unhappy customer you go out of your way to try and help and/or fix the issue, offer a heartfelt apology on the companies behalf, suggest solutions. This is something your staff is clearly lacking and needs prompt retraining in because their "I couldn't give a [censored] about you attitude" is pathetic and disgraceful.

On top of that who is this supposed "call centre" feeding information out to your customers that clearly isn't true? Do they even know what there doing? Clearly not. In their defence though they were at the very least extremely nice and understood the basic principals of customer service 101, unlike the staff you have at the Tuggerah store, who gave
no offer of assistance, no offer to follow it up or help in anyway shape or form and absolutely no hint of an apology for the stuff around.

We were initially told 4-6 weeks, it has been 11 weeks FOR ONE CUSHION and 3 times we have been told its ready for collection. Twice I have driven out there. This is a joke! You need to take a good hard look at the inner workings of your business cause whatever your doing isn't working! I for one will not be a returning loyal customer of Fantastic Furniture like I have been in the past.

IMG_[protected]_145904.jpg
In relation to the above matter this issue has not been resolved the product has been returned due to it being faulty however delivery refund has not been acknowledged. It was purchased as a package Product and Delivery which we paid for it is within our rights to request and receive refund of the delivery Package. Peter has called many times and Head office have approved the refund yet Thomastown store are refusing to refund. Please sort this matter between Head office and Thomastown as this shouldn't be a matter where we need to witness communication issues between yourselves. This was purchased on zip pay and we are now paying interest on goods which are in your possession.

Regards
Maria Tucci / Peter Tucci
[protected]