Fantastic Furniture
reviews and complaints

I purchase a bed and mattress on the 20/11/2023 and a desk on the 22/11/2023

Bed and mattress arrived within a week but after nearly 3 weeks desk had not. Rang Fantastic and they claimed that it was picked up but when I spoke to courier they confirmed it had not

Fantastic told me that they could not refund my money until they found the desk and delivered it to me and then I could take it back to my nearest store for refund

Then on the 12/12/2023 they took the money for the mattress out of my account again and I am still trying to get refund on both payments

I have been told on 5 occasions that it has been refunded and that it will take 5-7 days for the desk but nobody will give me an answer about the fraudulent use of my card details to bill me for the mattress again or when I will get my money back

If a company can take your money overnight they can and should pay it back immediately

Chloe from the Penrith store (and then Christine from the Penrith store) specifically. I showed Chloe my photo on my phone (taken in-store) of the lounge I wanted at te front of the store. She ordered a lounge. The lounge got delivered - and it was the wrong lounge. I immediately contacted the removalists (within 9 mins of them leaving), and they said they couldn't come back as they were already on the M7 (this is after already complaining loudly at my apartment about the process of having to take furniture back to the warehouse and what a pain in the [censored] it would be).

I called customer service, and was on hold for 30 mins. Eventually I got through, and told them it was the wrong lounge. They did investigating, and it turns out Chloe from the Penrith store had placed the wrong order. I then called the Penrith store and even more annoyingly, I had to travel back to the store to discuss this all and order the correct lounge again. She calls me again the following Wednesday and I pay the remaining balance as the original purchase was less than the cost of my lounge. We organised the delivery date for Saturday 12th August and she said I would receive a text message the day before delivery with a tracking link.

Friday afternoon rolls around, no text message. I call the Penrith store on Saturday 12th August as I hadn't received a text and wasn't sure what was happening. Christine looks into it, and says Chloe changed the delivery date to Tuesday 15th August. Apparently because I had called her and asked to change it. This is not the case. I work during the week, why would I call to change to a date where I wouldn't be home and be at work?
She [censored]ed up AGAIN, and was trying to cover her [censored].

I was furious at this.
Christine tried to push me to go to the warehouse to pick up a part of the lounge, and kept pushing me to accept the current lounge that I had delivered. No. I ordered the style of lounge, and I want my lounge that I ordered. I rescheduled and swapped working days around so I could be home on Tuesday for the delivery. Once again, they said I would receive a text message on Monday with tracking information. Monday afternoon rolls around. No text.

I called Customer Service - on hold for 30+ mins again. They say the order hasn't been placed because they are still waiting on the full payment. I am raging! They call Penrith, and then call me back later. Chloe hadn't entered the notes into the system and updated it. Customer Service say Penrith will get back to me. I receive a text message at 4:58pm Monday with tracking information. The lounge shows up Tuesday morning - which is great. It's actually arrived - two weeks after having another lounge just sitting in my loungeroom because they wouldn't come and pick it up.

The lounge is damaged - I've taken photos. I'm so enraged by Chloe's and Christine's incompetence! So many [censored]-ups! And then trying to get me to keep this lounge that I didn't order. I've told many people about this incident, and I surely won't be shopping there again. Along with the people I will share this story with on social media.

They delivered one two seater and one three seater sofa late evening after several time change. So tired, they broke the outdoor light fixture and left, without saying any word. I complained to fantastic furniture customer service five months ago but no update yet. This house is rented and the agent will come to visit the place soon.

I am so disappointed with Fantastic Furniture customer service in Sydney.

I have visited your Capalaba store back in Jan23 to place an order for 6 chair which been told it will take 8 weeks and yet to hear back an update about my order as to where it is and what's happening to it.I have trusted that your company will do the right thing by me which they have failed not once but twice (the first one was related to another order).

Towards end of April I wanted to know where my order is since you haven't provide me with an update and been told that one of the store staff will provide me with an update and STILL no one get back to me so I sent an email to member care team which they respond was for ME to contact the store to seek for an update...

Which I AGAIN did today and been told by the staff that the chairs been discontinued and I won't have my chairs...
There are few things for you to understand why iam frusterated...

1. Lack of email update from your stores and the store manager for my order

2. Waited for ME to contact them to seek update 4 months after my order

3. Rude staff with such bad attitude no matter which store I go the experience is the same and today staff commend was it's okay we can refund you the money... she clearly didn't understand my point of view and frustration over their lack of competency in custoemr service

4. Waited my Time as I could get a diffrent chair from another provider so I wouldn't be without chairs in my balcony for 4 months

5. So if I didn't contact you guys contently you wouldn't even bother to let me know what's really happening with my order and probably wouldn't knwo it for years if didn't recahout myself.

I want compensation for the time I have wasted on this... please do not just reply with an apology letter cause that mean nothing to me.

I will scalate this matter to consumer right if someone don't get back to me within an appropriate time.

Yalda Aryai

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Delivery to 32 Roosevelt loop the office called yesterday to say today is delivery . All was sorted . I knew it was from 10 to 1 but the delivery driver messaged and I said we could make it by 10.30 as the house isn’t occupied. He then gave us the run around . I kept messages. I have a disabled man with me . A client of the house who will be moving in and he has been sitting here for an hour without breakfast . I am unhappy with how the delivery drivers treat people . So according to his last message I have been waiting over an hour here now

I bought TV unit on Monday 06/02/2023 item was faulty and damage according to manual guide I went to fantastic shop in Australia Sydney Auburn to replace and want clarification I waste my valuable time and petrol for driving to shop twice and warehouse for just one item

When I went to shop there was staff her name is Jo Jo her customer service was terrible so arrogant and her attitude no apology for faulty item at all the way she was asking do you want to replace or what do you want seriously? Is that the way to talk to customer she don’t want to listen to us she was just talking and then store supervisor came he was worst then his staff

No apology he told me why you talking rudely to his staff which he was lying he is just showing off infront of his staff and misusing his position he doesn’t know at all how to handle the customer complaint no apology I was there to replace my item but after their behaviour I change my mind and ask for refund outside in market there are thousands furniture shops where I can buy items with a good behaviour and good staff being a regular customer of fantastic I had worst experience in my life from now on I will never buy my any items from Fantastic neither my family friends will recommend if these kinds of staff will be in fantastic I am sure the owner will loose his business soon

After going through all reviews of fantastic customer non of them had given good feedback now I know why? Terrible service

Paid for a queen bed frame $800 plus dollars for. Organise freight from our end. Building the bed when it arrives to find out brackets are missing from manufacturing! Ring to complain and get it fixed. Got told will order new end in. My partner has back issues and can't be sleeping on the floor! Yet they don't care. Someone pulled the brackets off in the warehouse and sent them to me to find out I can't drill them in or warranty fails.

Ring them to get told the guys who took brackets off new bed was wrong but yet we have to wait again the replacement, while my partner struggles medically! This is crap service.

Not the first time had issues. Ordered another bed from here and the order wasn't even put through as they forgot.. so 3 months later no bed still just the draws and bed side tables that we had to pick serperate.

Poor communication and service!

I purchased my Catrina table on 26/09/22 delivery quoted 3-15 days it’s now the 18/10/22 and no delivery of my $1300 table. Hunter express the chosen delivery courier has had my items sitting at the depot since 30/09/22 and until 7/10/22 where only one box has been scanned I’ve rung every day since the 11/10/22 told them same excuse everything and I’ve had 3 internal emails raised at the depot. I’ve been sent surveys about my product and it’s delivery that I still don’t have. Spoke to a woman at fantastic furniture in NSW office who offered me a reimbursement of my delivery costs than deceived to talk over and hang up on me. So I will never recommend purchasing from the online store again delivery was going to brisbane QLD

I recently purchased and had delivered 2 cabinet buffets. I am very dissapointed at the fact that the instruction on one area was wrong and it damaged the cabinet on the bottom. My son showed me the error on the instruciton paperwork that was send with the cabinet and he had to work it out by himself how to fix it and do it the right way. A leg has also fallen off and one piece of attachement was missing and my son had to go and spend money on a packet of 10 at bunnings as they did not sell only just one. The draws come off it's hinges and are hard to open and close. Extremely dissapointed. What is to happen with this situation?

I received an email on Friday 19th August saying my items had been delivered at 10pm on Thursday 18th August. I did not get a delivery, l was up, my doorbell did not ring, no one knocked on my door. However, l do find it strange that you would deliver at 10pm at night. After several emails back and forth with your customer service person Adam Naaman, he then sent me the delivery document from the delivery person, which doesn't even have my address on it? Your customer service person has basically called me a liar. I have always brought all my furniture at Fastic Furniture for 20 years, lve never had a problem, delivery people have always been great and put my items into my garage as lm a Disability Pensioner and can't lift anything. I don't even know what was supposedly delivered as the documents doesn't have that on it either.

On the 6 July I purchased a chest of drawers that to this day I have never received. I have contacted multiple people whom I have names, dates etc.

All I wanted was my order which I suggested had been lost and indeed after 1 month that was confirmed.

They eventually gave me the option of re-delivery or a refund which I had also asked for multiple times.

To this date no one has responded.

I can give you so much more information if needed.

This has caused me undue stress, time and money.

Also I don’t understand how you can loose something as large as a pre-built chest of drawers.

The store is only 6.1 kilometres from my home.

Hi My name is Nicky Gennoe, on Friday the 10th June 2022 I went to your Mandurah Western Australia store to look for several items of furniture. They did not have the pieces I required so they contacted Osborne Park and spoke to Joanne who assured me they had all the furniture in stock that I required. Joanne said she would call me in a few days to let me know when delivery would be but it would definitely be within 2 weeks of purchase. I have rung the Osborne Park store many many times I cannot get through. I have also emailed with no response. 2 weeks is up this Friday. I am very concerned and disappointed as I have paid for this furniture in full and yet I cannot even get a call or email returned. I understand there is a shortage of furniture etc at the moment but I was assured that you had the items I ordered in stock. These assurances should not have been made if this was not the case. Please respond to me as soon as possible as I am living in a house with no furniture.

Came damaged. Assembled only today by David ( professional assembler). Please advise with the how it works in case furnitures are delivered damaged. Thank You.

I bought the commi 2 door wardrobe on 26th may 2022 to make my 2nd closet. But while assembling it everything fell apart. Me and my partner was assembling it following all the instructions from the assembly book. But all of the sudden everything broke down from the screw. now we cannot fix it again. The material of this product is so bad, I knew it was cheap quality as I paid only $199 dollar but didnt thought that it will break while assembling. So disappointed with this product.

I ordered a Ottoman in 28 December 2021 from joondalup store

Still not recieved

Container is still sitting at warehouse not unpacked for over 3 weeks

Nearly 4 months its a absolute joke

Tuesday 5th April I sat on the Marella 3 piece with chaise couch and the panel the holds the legs broke away from the couch causing it to collapse. I have attached photos of the breakage & my receipt.

I expect a replacement as this item is faulty and it was only purchased Dec 5 2020 and received for use February 2021.

Please be aware also that due to the unpredictable and unsafe quality in this item I have had to remove all of the legs of the couch.

Please respond as soon as possible.

Natalee Parsons

I have ordered 2x wall prints online with fantastic furniture and have only received 1. I have contacted through email 11 times now and still nothing is resolved. This problem has been going on for 3 weeks and now fantastic furniture customer care don’t every return my emails. I have contacted courier and they don’t have it. I’m now at a loss and can not get any help. I feel I have been robbed has I don’t have my purchase or my money back. So surprised that they could be so unprofessional and not to be able to call them is very convenient for fantastic furniture.

So wrong and very frustrating.

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
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