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2.0 8 Complaints
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Furniture Galore complaints 8

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7:19 pm EST
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

We got the bedroom suite from furniture galore thinking it looks solid and will be a great investment. However after receiving it, we found 2 parts missing. The manual showed there should be 3 pieces supporting the frame whereas we got only two. Also the finishing of the whole set wasn't done properly which is why I am even too scared to clean my bed...

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8:32 pm EDT
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Furniture Galore mattress - not delivered, poor customer service

I had purchased a mattress and bedroom suite. The bedroom suite and mattress were ordered from the Frankston store and I was not given a Queen Mattress (as ordered) but rather a King Single. I notified Furniture Galore and I was told I needed to wait until the Monday so it can get delivered. Its now Tuesday (pick up was THURSDAY) and I am STILL waiting on the delivery, and no one can give me an answer to where my mattress is. Absolutely POOR Customer Service and even dealing with the Manager James has not been helpful. Infact, he told me the mattress would be delivered on the Monday in the afternoon. I followed up at 3.30 Monday (after STILL not hearing anything) and was told its on the way. Well its Tuesday 12pm, still no explanation. As the CUSTOMER I have never received such poor service. I will NEVER shop at Furniture Galore again and I will be sure to let all family and friends know that this company is absolutely terrible. Usually employed managers help customers and situations, this has NOT been the case. Goes to show, once you receive the sale and $ the carefactor for the customer is not there!

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10:42 pm EDT

Furniture Galore Delayed delivery for order of 3 months- and bad customer service

I bought a queen bed and mattress and put my order on 20th march, I asked sales person about the availability and he told me end of April but when he wrote down the order he mentioned to be in safe side lets make it mid May . I accept. Mid may passed and I called them the sales person told me about an unexpected delay and assure me I can receive it by mid june (to be fair he told he will deduct th e cost of delivery and I checked their catalogue at time and the bed I ordered was even less than what he gave me as discount for this delivery issue but I didnt complaint) . now I am calling them again the person who pick up tell me end of june, he doesnt even apologize and he is very rude. and when I ask how can I be sure about end of June he only tell me this is what he knows nothing more.

I wonder if there is any kind of law to protect customer from this kind of behaviors. I understand unexpected delivery but not more than 2 months and half from purchase time + this kind of behavior from sales person when they have my money and I am trapped.

Any suggestion? I think we need to stop this kind of behavior with some action.

Very poor customer service and delivery

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Our verdict: Furniture Galore's operations, reviewed by Complaints Board, reveal a mostly legit stature albeit not without reservations. This assessment encourages users to navigate Furniture Galore's offerings with a discerning eye, especially scrutinizing the fine print and any user feedback closely.

Furniture Galore earns 66% level of Trustworthiness

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Several mixed reviews for Furniture Galore have been found on various review sites. While some customers have had positive experiences with the company, others have reported issues with their products or customer service. It's important to read and consider a variety of reviews before making a decision to purchase from this website.

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12:56 am EDT

Furniture Galore Terrible

Horrible, dishonest and incredibly rude. Wasted two months lying about delivery time and then couldn't give a refund for nearly two weeks.

Shout out to the manager of the Springvale store - a rude Scottish guy who belongs in a cage.

These people are crooks. And they are nasty crooks. The customer is never right and they really don't care if you are happy or not. Seriously, just go anywhere else.

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11:23 pm EST
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Furniture Galore Poor Service

I wrote this letter to their customer service department...
Dear Customer Service Department,
I have been dealing with your store at Hoppers Crossing with buying a bedroom suite. Customer service was happy and friendly at the time of purchase but since asking for a refund on a product that turned out faulty I have been treated with disrespect and made to feel like I’m the problem. I understand you have paying customers to serve but it isn’t right to delay service, or diminish the quality of service, to a customer who has already paid. I’ve never been in a situation of this nature or lodged a complaint before. I’m very upset. I don’t know who to speak to, what I can expect or if anyone even cares.
When trying to get my refund I have mostly been dealing with Trish, who has palmed me off by saying, she will call me when she can. I deal with customers too and I know persistent callers can be frustrating, I apologise for this but the matter needs to be dealt with, not put to the side. I don’t appreciate being accused of being “threatening” as I have not made threats or even used any foul language. My suggestion to go to the store was not a threat but a means of making it easier to sort the problem. I find phones can lead to miscommunication and it is easier to disregard a person when they are not physically present. I’m really not the sort of person who makes threats or acts in an uncivil manner at any time. I'm educated, not backward.
Had the level of customer service I received not been so poor I would have happily bought an alternate product to my original purchase. I’m gobsmacked that the store hasn’t done their best, or anything at all for that matter, to ensure a happy customer (even if the original purchase was faulty). Happy customers are repeat customers and they tell their friends.
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I am writing to seek a full refund of $ for the bedroom suite, Kingsbury 4 piece, I purchased on Thursday ... My receipt number is ... and is under the name of my husband, ... The attending salesman was Wayne.
When purchasing the bedroom suite, it was made very clear to Wayne that we wanted a solid wood bed frame given that we move address frequently and over large distances. Lesser quality furniture does not meet the challenges of frequent uplift. Wayne assured us that the Kingsbury is a solid wood product and shouldn’t break over the course of moving like other furniture. Happy with the suggested quality of the product and price offered, we purchased the floor model (we were told this was the last one available).
The goods were delivered to our home address in ... on ... I set the bedroom suite up in the late afternoon of the same day according to the verbal instructions given (no written instructions were provided). The setup was extremely straightforward given the simplicity of the design. When I placed the mattress on the bed and sat down the right side beam snapped in two in the middle and caused the supporting brackets that attach the beams to the head/foot of the bed to pull away. I will point out that I weigh a mere 50kg and wouldn’t think someone of my size could break a bed. I am lucky this fault didn’t cause me any harm. I will also mention that upon inspection of the broken beam, it was evident that the beam was constructed of a layered board and not a solid piece of wood, thus contradicting the salesman’s assurance that we were buying a solid wood piece of furniture.
I immediately called your store to lodge a fault report but the business was closed (time was 1720h). I then proceeded to fill out a request for customer service, with an explanation of the fault, using the online function of the Furniture Galore website.
I called the next day, ..., to ensure the store staff were aware of the fault and could take action in a timely manner. I spoke with Trish, who proceeded to tell me that she didn’t understand how the bed could break given it was floor stock and had no previous issues. Her comment came across as insensitive and accusatory as no one could have reasonably foreseen that the bed was faulty. She advised me to send photos of the bed, which I did at ~1830h that same night. She also mentioned that she would lodge the fault and have it seen to; the most likely response would be to provide us with a new beam. A new beam alone will not fix the bed as the brackets have come out also. This is evident by the photos I sent through.
My husband had also called on Sunday (both of us were working and so hadn’t spoken to each other yet regarding the matter) to lodge a complaint. I understand no one likes an unhappy customer and I understand he gets fired up when unhappy. However, telling him that you have “already spoken to your wife” and not offer further information is poor service. Furthermore, when he called back and his phone call was being transferred, he could hear the staff talking about him saying things like “It’s him again. I don’t want to talk to him. Tell him I’m not here.” Again, this is very poor form. It’s little wonder he was angry.
I called again Monday ... to see where my complaint was up to. I also advised of my decision to opt for a full refund as the product exhibited a major fault, is under warranty and did not match my requirements as explained to the salesmen (not being solid timber throughout). According to the ACCC, these conditions deem the product not of merchantable quality and it is my right as the consumer to choose the method of remedy. I must also point out that it is an offense to enforce the conditions of “no refund” to the consumer and it is grossly inappropriate to suggest that it should cost me to choose a refund. I have obtained information about my consumer rights through a phone call to the ACCC and via the document “Warranties and refunds: a guide for consumers and businesses” as published by the ACCC.
I am upset that I have paid for a product that is unusable and is now taking up the space in my bedroom. My husband and I are sleeping in the spare bedroom which will soon be required by our guests, one of which is pregnant and she will not be sleeping on the couch! For this reason I ask that you please process my request for refund as soon as possible as organise the collection of the bedroom suite.
*Finally received advice that we will be receiving a full refund. Collection of the furniture needs to be organised and they expect me to take time off to do this - not likely! We learn two things from this -firstly, know your rights (the ACCC is fantastic) and don't be afraid to quote legislation. Secondly, don't EVER buy from Furniture Galore (the number of complaints I have read, and those recorded by the ACCC and CAV is alarming; they even received a mention of poor service in parliament!).

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highbury cct
highbury cct
Melbourne, AU
Nov 19, 2013 9:24 pm EST

hi I brought a corona cnr chaise frome epping and first the arm on it snapped on the top so that went back only had it for a few weeks now its back getting the stitching redone and was told thay will ring me when its done and to be del I stayed home that day and thay rang in the morning at 10 am and said it will be here in 1 hour well its 220pm and still not here this is the last time I will ever buy any think from them it makes me feel sick how I have be treated very very very poor never buy from them wrote by kim

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9:31 am EDT
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Furniture Galore Product quality and customer service

Customer service is ### and crap. They don't know how to talk to customers. Very disappointing with the way staff talk. Misleading information given to customers. Warranty is fake they don't cover anything. Customer service response you get after 3 weeks. Furniture galore should be shut down. Cheap products, bad quality product And The customer service is so bad that you don't feel like talking to anyone. I would never suggest anyone to buy any product from furniture galore as its not worth a $1 to spend on any of their products

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Mintyscribe22
Melbourne, AU
Mar 20, 2013 9:18 am EDT

Hmmm...I did some research. I found that Harvey Norman and Super Amart have also been fined recently for the same thing. I think you'll find also, that the 3 fines paid by Furniture Galore were a TOTAL of almost $20, 000, not $20, 000 each. Still, I hope this isn't a continuing trend, no matter which retailer.

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AJSJ
Hoppers Crossing, AU
Feb 03, 2013 11:39 pm EST

While I agree that attitude can make a huge difference in the service you receive, I must say my opinion of Furniture Galore (Hoppers Crossing) is very low too. It's no coincidence that in 6 months complaints about this company tripled, these figures were reiterated by the ACCC in parliament as being completely unacceptable. In 2011 they were forced to pay three fines of almost 20k each for misleading advertising. Not great. I had to fight tooth and nail to have broken furniture refunded, and only when I quoted my rights according to the ACCC did anyone start paying attention, albeit with total disdain towards me. I hate to be a painful customer, but it's not my fault the furniture was faulty! I'm amazed to hear the contrast between your story and others; I guess with the number of customers they have, someone has to be happy! And I'll admit not enough people post positive feedback online... Regardless, I have nothing positive to say of them - I'm off to find a quality furniture retailer that cares about service :)

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Mintyscribe22
Melbourne, AU
Aug 11, 2012 8:16 pm EDT

Shilpia first of all u give no specifics about the problem u had with furniture galore.
Secondly, the way u speak in here only reflects how u would speak outside of here, so to say that the staff at furniture galore dont know how to speak to people is had to understand since ur written expressions are quite simply rude. Ive shopped there a number of times and found the staff are friendly and helpful and go above and beyond other retail outlets in the way they look after me and make me feel like im welcome. The products they sell arent top quality but they are great value for money. Ive had very little trouble at all with the furniture i purchased for my mother very recently. I spent $6000 there and the only problem i had was with a dressing table that had a small scratch on the mirror that was duscovered when unpacked at my mothers home. I reported it immediately and unfortunately for me there was no other stock left but i was able to keep it unti the new stock arrived 5 weeks later, when it was promptly changed over. It was no big deal. No fuss. I would shop there again without any concern. I think perhaps if u are courteous, patient and understanding u will achieve a more positive outcome. Just my opinion.

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7:43 am EDT
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Furniture Galore Furniture Quality

If you want ordinary furniture and bad customer service all in the one package then Furniture Galore is your store. We ordered a 7 piece dining setting and picked a matching buffet and hutch. The day it was delivered we started to assemble. Here the problems start. A table leg split when being bolted on the the main structure. OK table will ahve to wait for a new leg. We put the hutch on top of the buffet and then go to add the handles. Poor drilling has resulted in missing chunks of timber on the inside of 4 doors (this had to have been seen at the factory). We ring Furniture Galore. Two weeks pass, we get a new leg, nothing to help with the buffet and hutch doors. We get told all sorts of stories from "a couple of days" to "eight weeks". Another phone call, again to the store manager. We have now had the furniture 3 weeks and have not been able to use it. We are told no refunds, they will fix the defects, end of story. That night I decide to attach the new leg. It is scratched, dented and there is a piece of timber missing, clearly not a new leg. I get straight on the phone and get the most "really don't care" attitude I've ever encountered. I offered to bring the "new" leg down to the store, an offer which was enthusiastically turned down. I mention that I have some brilliant photos of the defects and am involving local and state media. The next morning a phone call from the store mananger. We are getting a full refund (which we got today). In short DO NOT buy anything from Furniture Galore. They do not back up with any level of customer service. Our experience is that this holds true at both head office and local store levels. Also if you do get caught, DO NOT back down. Keep up the pressure and insistance and push for your rights to decent quality and service.

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6:14 am EST
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Furniture Galore Worst customer service

I feel compelled to advise others of the poorest customer service I have ever been subjected to by Furniture Galore, Cranbourne, and Furniture Galore head office. Initially, we put a deposit on a coach, after weeks and weeks we had no phone call. As we had waited so long our circumstances had changed and we approached the store to cancel. We were told by the worst sales assistant I have ever come across, a lady at the Cranbourne store, that as we had misplaced our receipt, they had no way of making a refund. I repeatedly informed her that we had looked everywhere and we could not find it, and was told that that is my problem. Upon asking for the sales assistants name, I was told in no uncertain terms that she would not tell me her name and that she would NOT give me the head office phone number because she believed I was going to make a complaint about her. I called my husband, who had to leave work, come and help me deal with this as I was shaking and my five year old daughter was asking me "why is that lady yelling at you mummy?" Again, we were told that, it was not her job to look for the invoice number, and that If I had have approached HER in a more pleading way MAYBE she would have helped me . My husband got the head office number, finally, and we had to stand there next to her and use our phone to call them. Head office was no better than Cranbourne, we were told it was her word against us and that they think she tried to help us and pretty much that was that. Then we were told that Cranbourne would search and they would call us in half an hour. Four hours later, no call, so I rang and enquired. "Oh, head office is searching, but cant find it yet, we went all the way back to July and there is no record." Heck no! So I rang head office again and they knew nothing of it and believed Cranbourne was looking. OMG. Finally, after enquiring why no one would listen to what we were saying about the disgusting treatement we had received, I was told again that she could do nothing about the sales assistant, and then after all that she took our details and guess what? She found it, which if she had have done in the first place would have prevented this disaster in customer service skills. Then furniture Galore decided that of our $500, we would only get $100 back. Furniture Galore or Robbers Galore? Come to our store, we'll treat you like dirt, and then take your money. Please come again...

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Gerry W
, AU
Mar 11, 2016 7:33 pm EST

Proof of purchase can also be Credit Card statement, and when you pay a deposit they normally put all your details on their database, includes phone number which also can be verified.

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Navmann
Melbourne, AU
May 25, 2015 6:10 am EDT
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Took them to VCAT for my dinning table. My worst decision I ever made to walk into this ### store. Still I am holding my head. Hopefully Judge Give them proper advice " how to shut the stores"

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Mintyscribe22
Melbourne, AU
Jun 24, 2014 4:19 pm EDT

Pardon me for asking, but do people honestly believe that they can simply walk into a store with a complaint, and not provide evidence of their purchase? It is CONSUMER LAW that customers MUST provide proof of purchase. There are valid reasons for this. Just one example: u purchased ur suite from Ebay. The seller who purchased it from the store has sold it to u. THEY have a warranty...u dont. Unless the Ebayer who is selling it on to u is prepared to offer u a warranty. Another example: uve ordered a lounge suite and ur waiting for it to be made or for it to arrive from china or wherever. U split from ur partner, and so u want the money that was paid as a deposit, but the deposit belongs to ur partner snd he is the one named on the invoice, and is therefore the only person legally entitled to the refund. IF u are refunded, the retailer is responsible for that and may have to then refund ur partner as well. Seriously...people need to consider WHY they need their proof of purchase. Blaming others for ur inability to manage ur paperwork is just a cop out. Ur given a receipt for a reason. What u do with it is ur responsibility, no one elses.

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Snick
Langwarrin, AU
Mar 28, 2014 2:08 am EDT

Made the mistake of buying a recliner/lounge set about 18 months ago, the recliner trigger broke twice within first few months and was a pain to get replacements for.. We had to install the replacement ourselves. Within the first 6-9 months, two of the reliners footrests have warped due to cheap metal/materials and can no longer be clicked into place... Then more recently, our "microsuede" on one of the recliners has torn. We also notice springs pushing out the bottom of the recliner/through the fabric.

Really unimpressed with the cheap quality. We are in the midst of trying to locate the receipt for everything, in the hopes that we can get it fixed.. But after reading all the reviews online and seeing how dreadfully people have been treated plus our previous experience with them, we know it's going to be a fight to get anything done :(

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rzgeorge
Melbourne, AU
Jan 30, 2014 5:58 am EST

I totally agree. one of the worst decisions i ever made was to buy from furniture galore.
firstly i was told upon purchasing my "deer hide" couch that it wears the same as leather. what a load of crap. 2 years on and the back cushions on the main part of my chaise is flaking off. the seat in the same area has sunken and the arm rest has snapped so when you lean on it your arm sinks into a gap. so seeing as the framework was still under warranty i sent it back. i had to pay for pick up/delivery! can you believe it?!?!? and then the lady called us with a quote for the "leather" and we negotiated that she would charge us something like $60 seeing as we had already paid so much for them to pick up and drop off the couch and i couldn't justify having to pay for something that was a warranty issue. she then calls us back a few days later and says no she cant honor her word because the damage is worse than she thought and she would be happy to give us a voucher to spend in store for $500. she thought this was a fantastic offer seeing as i had already had 2 year wear out of this couch! Firstly i don't spend $2000 on a couch to last me 2 years and secondly i was going to have to spend another that much to buy another pile of rubbish from their store?!?! no thanks. i got her to fix the seat and arm rest and now have a throw covering the eyesore which is constantly flaking off. i get so embarrassed when i guest is sitting and the throw drops and they see it. feel like a povo so we are buying new couches. so disgusted. especially with the way i was spoken to from head office secretary.

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Ferta
Mt evelyn, AU
Jan 04, 2014 3:01 am EST

Do yourself a huge favour and steer well clear of Furniture galore. Worst quality furniture that does not last without breaking for more than a few months, then when you have to organise repairs or replacements, customer service is totally non existent. Purchased 2 click clack sofa beds from the Chirnside store. Within a couple of weeks, leg broke off the first time someone slept on it. We paid extra to get a different type and within a few months, one of the replacement sofas would not close up. Both times, months went by without them contacting us. It was always us doing the chasing up. Both times, Chirnside store manager Liz was rude and totally lacking in any customer service skills. I constantly asked the head office receptionist for the name of a manager, so I could send an email. She refused to give me names. Clearly, customer service is not a priority at Furniture Galore. I now have my third sofa in the house and wonder how long it will be before this piece of crap also breaks. Never again will I shop at Furniture Galore. Never!

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Mintyscribe22
Melbourne, AU
Mar 20, 2013 9:05 am EDT

Why the hell would u stay on hold on a mobile phone for 75 minutes?
Have you not heard of email?
I find it hard to believe u really stayed on hold for that long, on ur mobile.

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karli1968
, US
Dec 09, 2012 5:18 pm EST

I wait for my fully paid lounge suite for 5 weeks..when I rang the Frankston Powerhouse store to enquire when it was coming in they told me to call head office. On calling head office from my mobile phone and waiting 75mins on hold they tell me the lounge suite is already in and waiting to be delivered. Six months later the modular lounge suite tore in almost every join. Not only does this look unattractive it keeps tearing everytime you sit on it. I called into the Frankston store in February this year to fill out the form for my warranty. 4 weeks they said and someone will contact me. Whenever you call the store they cannot help you they tell you to call head office and it is always at your expense. At one time I misplaced my worksheet that they gave me when I made the request for the repair. They told me that it wasn't their problem, they could not track it down without it and that it wasn't their fault that I was too lazy to go look for it. 8 months after filling out the warranty form a man who they told me had been brought back to the store fro retirement because nobody else could do the job turned up and took photos and left. 10 months after filling out the warranty papers they have decided to pick up my lounge suite and take it all the way back to their head office for 1 week just to have a look at it they said. In the meantime we have absolutely nothing to sit on. I'm betting it's going to be more than a week.

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shopper38
Melbourne, AU
Dec 09, 2010 12:45 pm EST

The women at Furniture Galore head office was a ###. After waiting 3 months for our couch they told us they could deliver it tomorrow. After asking them whether I could get back to them because it would be my partner taking the delivery because I was at work, they said 'that s ok the delivery guys will call in the morning and organise a suitable time'. When they called they told me that they could deliver between 1 and 3pm..my partner s doctors appointment was in that time so I told them no it would have to be a different time or day. "oh but we ve already put it in the truck".
Head Office informed me that I would have to now pay two delivery fees..
Why would they pack the truck first and then ring to see if the time was suitable? No delivery day or time had been confirmed. The woman at head office - who sounded like she was a teenager throwing a tantrum didn't even bother to listen to what had happened before she told me the delivery policy. I asked for her name, and she hung up on me.

Overview of Furniture Galore complaint handling

Furniture Galore reviews first appeared on Complaints Board on Dec 2, 2010. The latest review Sara 4 piece queen bedroom suite was posted on Dec 16, 2021. The latest complaint Poor Service was resolved on Feb 03, 2013. Furniture Galore has an average consumer rating of 2 stars from 8 reviews. Furniture Galore has resolved 2 complaints.
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    +61 3 9781 4599
    +61 3 9781 4599
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    Frankston
    More phone numbers
  3. Furniture Galore emails
  4. Furniture Galore address
    348 Cooper Street, Epping, Victoria, 3076, Australia
  5. Furniture Galore social media
Furniture Galore Category
Furniture Galore is related to the Furniture Stores category.

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