Lush Furniture β€” Non - delivery and non - fund

E
This review was posted by
a verified customer
Verified customer
Review updated:

I have bought some furniture from this shop call LUSH situated at 73 Upper Paya Lebar Rd
Singapore 534818. The sales person promise that the furniture will be delivered within 8 weeks. By the 10th week when we did not receive our furniture, we call the shop to check. The customer service person says she will checked and for over two week we called and they tell us that they are still checking. By this time, we got really frustrated and we call them for a refund. And they responded that they will give us further discount if we continue to wait for furniture delivery. But by this time, we were so disappointed, we just want our refund. And now they say they will submit for approval. By the 16th week they are still requesting for approval. To sum all, this is a horrible place to shop with no customer service. We are not sure if they are trying to delay until we give up the refund but it is not a small sum so we need to get the refund back. Buyer, please beware of this shop when you buy.

Responses

  • Jo
    Joi winos Dec 26, 2020
    This comment was posted by
    a verified customer
    Verified customer

    Hi All, similar feedback from the rest. Mutiple delay since Nov till now, always needing to chase and just promising customer and then changing stance again. Although the sales staff was helpful, the service from delivery and logistic staff Lorie was extremely disappointing. Order was purchase on 15 Oct and was told that a 6 weeks wait was needed for the goods to arrive in spore. Nearing the 6 week mark, nobody contacted me to inform me of any delivery date.
    1. I called the sales staff who directed me to Lorie. She mentioned shipment will arrived slightly later on 30nov and will contact me to arrange for delivery once shipment arrive. Nobody contacted me. I waited till 3 dec and contacted again. She confirm delivery can be done on 10 dec.
    2. On 9 dec, she called me and inform that one item, the sofa is not in, and they would not be able to deliver it tomorrow but can still deliver the other 2 items. I specially inform that i prefer the delivery to be on the earlier end of 2-5pm as I got something on and ask her to check if it was possible. She said yes and i went the next day to wait for the two items.
    3. At 3plus pm, the two items are still not here. I called her and she told me that the delivery guy needed to go for covid swap, and he may not even make it by 5pm and likely will reach only at 6plus pm. I told her if that is the case I would not even arrange to deliver today since I cannot wait till 6pm. I told her to combine the delivery with the sofa and deliver all items the next time. She assured me that she will call me the following monday 14 dec to arrange delivery.
    4. By tue 15 Dec there was still no call from Lorie. She also didnt reply to text. I contacted the other delivery number and was told the ETA of my items will arrive 26 Dec. She said she will get Lorie to contact me. Lorie called back and said she had personal matters to settle on monday hence couldnt contact me. Now it seems all these are just lies. She confirm that the items can be deliver on 26 Dec.
    5. On 25 Dec, i received sms from Lorie that the shipment just arrive and the delivery cant be delivered on 26 dec and will have to be delayed again. Later, she inform that items will deliver on 29 dec Tue. Now we will wait and see.
    our move in date is delayed & I am extremely disappointed at the kind of last min communication and irresponsible promises made to customer. Pls dont buy from them.

    0 Votes
  • Es
    Esther Txe Oct 12, 2020
    This comment was posted by
    a verified customer
    Verified customer

    Please do not get from LUSH Furniture. The aftersales is horrible!

    They promised (of course, sales) that my sofa will arrive in 4-6 weeks, meaning latest by 5th Oct.

    I messaged on 3rd Sept, to get a sense of the delivery, in hopes it will arrive by the 4th week. They mentioned 28th Sep to 5th Oct. & I have to chase many times! The Lush aftersales said they will update later/tmr/monday but they NEVER EVER DID and I have to keep asking for updates.

    On 5th Oct, I asked again if there are updates because I need to take leave for delivery. They called me (Oh, finally) that the item has not even been made. WOAH. Bear in mind that I have been asking for updates since 24th sept still.

    28th Sept, she said "Container arriving this week. Once I got arrival notice, then I will update expected to arrived anyday this week."

    3rd Oct, I asked for updates, she said she will update me in a while. NEVER DID AGAIN, what's new.

    5th Oct, the last day of expected delivery, behold what she has to tell me!
    THE SOFA IS NOT MADE! Factory has no material. & if the delivery is made on the 14th Oct, it will arrive end of the month. That's 3 more long dreaded weeks of surviving without a sofa.

    She also promised that delivery of my dining chairs (delivered separately from my sofa) will be done on 10th October after 6pm. On the 9th, I asked for confirmation. She told me they cant do the delivery. And requested for 2-5pm on Monday 12th Oct.
    I sitting here from 2-5pm at home, and guess what? The delivery never arrived. She called and said there was mis-[censored]ing-comm and that they can only send tomorrow morning. Let's see...

    -3 Votes
  • Hi
    Hinn Ong Nov 30, 2020
    This comment was posted by
    a verified customer
    Verified customer

    @Esther Txe Hi Esther, we are also in the same boat. Ordered and paid fully for sofa in august and now it’s December. Same as everyone else, repeated delays, stories of furniture “not being in the container”, two times where we check with them on the day of supposed delivery only to find out it was not coming for whatever reason... started off with Lorie handling our shipment, then Jomar, and now another person whom apparently has taken over. Was supposed to arrive this evening but cited Jomar quitting as part of the no-show. Said they would deliver tomorrow. Am suspecting I won’t get my couch tomorrow as well. Funny enough, when I first bought from lush 8 years ago the couch was fine and delivered on time, so I had no reason to look up reviews on this shop. I guess I was lucky then and this time I face the full brunt of their usual service! Did you manage to get your couch in the end?

    0 Votes
  • Sh
    Shak111 Oct 09, 2020
    This comment was posted by
    a verified customer
    Verified customer

    On 31 July 2020, my family bought a sofa, dining chairs and loungers from Lush. As usual, they requested for full payment which we did. As stated on the invoice, it would take approximately 6 to 8 weeks to deliver. So I would expect delivery to be made sometime between mid to end September. On 31 August, I received a whatsapp message form Lush indicating that my furnitures will arrive in Singapore on 31 September. On 21 September, I received a whatsapp message from lush indicating that there is a slight delay on  the shipment and it will arrive on 2 October. Lush also mentioned that they will prioritise my delivery and keep me posted. I was cool about it. On 1 October, I sent a whatsapp message to check on the delivery status and I was told that the shipment will arrive on 4 October and they will call me on 5 October to confirm the delivery date and time. 5 October came and passed without anyone updating me on the delivery status. I whatsapp Lush but there was no response. On 6 October, I called Lush up and they told me that they will check and get back to me. 20 minutes later, Lush called me to inform that delivery is confirmed and they will update me the timing again followed by a whatsapp confirmation on the delivery date but not the timing. According to Lush, they will not help us discard the old furniture. I was fine with it and told my dad about the good news. He was happy and the following day 7 October), my dad started discarding the old furnitures in the house to free up space so as not to create any hassle during the delivery. Two days passed but there was no update on the delivery timing. On 8 October, I sent a whatsapp message to Lush requesting for an update and I was told that the delivery will be made between 9am to 12pm on 10 October. So, on 9 October, at about 7.30pm the delivery company called me to double confirm the timing. On the same day around 8.50pm, Lush called me to inform that they couldn't locate my furnitures in the container and after checking, the chairs and loungers has not been shipped to Singapore. They propose to send me a temporary chairs in the interim. HELLO, who needs your temporary chair! Either you deliver my furnitures or refund back my money.

    -1 Votes
  • Fr
    Frustrated 222 May 22, 2018
    This comment was posted by
    a verified customer
    Verified customer

    Seriously, my experience is similar to everyone. I paid more than $1, 000 for a furniture in July or August 2017, and they told me soon after that it is out of production. They (Lorrie) promised to refund me, and each time lied about making bank transfer to me next week, next month, excuses that it is Chinese New Year and the boss is away. Asked me to check my credit card statement repeatedly when they never transferred any money. After many threats and harrassing from me over many months, they still did not take action. I had to take legal action (only a $10 fee) by filing with the Small Claims Tribunal and ordering Lush to show up in court. Lush eventually sent me a cheque after a 9 month ordeal. Can check link here on legal action to make claim: https://www.statecourts.gov.sg/SmallClaims/Pages/GeneralInformation.aspx

    0 Votes
  • Dt
    DTL_user May 31, 2018
    This comment was posted by
    a verified customer
    Verified customer

    @Frustrated 222 Encountered postponement again. What arguments did you make at the hearing? Won’t Lush resist against it? Any other ways? Seeking help!

    0 Votes
  • Dt
    DTL_user May 21, 2018
    This comment was posted by
    a verified customer
    Verified customer

    delayed my sofa twice, its 3months since purchase date.. crap service.. they even didn't capture my deliver date order earlier on.. how did you guys handle them? can full refund???

    0 Votes
  • Ad
    Adelin Apr 16, 2018
    This comment was posted by
    a verified customer
    Verified customer

    I am still in dispute with them πŸ˜‘πŸ˜‘πŸ˜‘ Keep pursuing. First time in my life so frustrated with a purchase.

    0 Votes
  • Nu
    NutP123 May 15, 2018

    @Adelin I agree with u all..hving same exact problems and issues...seriously one of the worst purchase ever in my life. It was a hugr mistake and im surprised the company can still survive. They have so many sales tactics but undelivered promises. Very bad and unethical company to take money from customers and not give us our furnitures. Totally a horrible experience

    0 Votes
  • Je
    Jermaine.cai Apr 15, 2018

    Hi, I'm facing the same issue with Lush. May I know how are you guys handling this issue? Really need help. Thanks

    0 Votes
  • Of
    OFre Mar 16, 2018
    This comment was posted by
    a verified customer
    Verified customer

    I asked for a 20% discount to make up for all the troubles caused and the long wait.
    That is what was refunded to us

    0 Votes
  • Of
    OFre Mar 16, 2018
    This comment was posted by
    a verified customer
    Verified customer

    Hi Adelin
    I’m sorry to hear this happened to you too.
    We eventually got our table and refund but the whole process took 8 months and a lot of hassling and threats from me.
    We will never buy from them again.
    We are so unhappy with the quality of our table and it brings bad thoughts when we look at it.
    Keep hassling them

    0 Votes
  • Ad
    Adelin Mar 16, 2018
    This comment was posted by
    a verified customer
    Verified customer

    @OFre Thank you for your advice. Looks like I am going to havr a long battle on this. You mentioned you had a refund from them. How is that so since they delivered the table subsequently?

    0 Votes
  • Ad
    Adelin Mar 16, 2018
    This comment was posted by
    a verified customer
    Verified customer

    I should have read this forum before purchasing my dining table. Same thing happened to me this week. On the date of delivery, no one turned up and I am not hopeful if it will ever turn up after reading all your experiences. What actions are all of you going to take? Can we put pressure on them as a group of victims refund us?

    0 Votes
  • Hu
    hush_spice Jan 14, 2018
    This comment was posted by
    a verified customer
    Verified customer

    HI GUYS! You are facing similar problems! how are you guys handling it? able to provide handphone number so we can discuss together?

    0 Votes
  • Of
    OFre Dec 06, 2017
    This comment was posted by
    a verified customer
    Verified customer

    Yes for sure. We still don’t have our table. I’ll email you

    0 Votes
  • Of
    OFre Nov 15, 2017
    This comment was posted by
    a verified customer
    Verified customer

    I completely agree with the the complaints here.

    Lush Lush furniture
    NEVER USE THIS COMPANY
    I wish I could give it zero stars
    Absolutely worst company ever.
    Our table was promised to take 8-10 weeks... 6 months later we still do not have it.
    They are liars and thief’s.
    The customer service is absolutely appalling.
    We are about to send the police to investigate them.

    1 Votes
  • Of
    OFre Dec 06, 2017
    This comment was posted by
    a verified customer
    Verified customer

    @Alvin Lim Yes for sure. We still don’t have our table. I’ll email yOu

    1 Votes
  • Al
    Alvin Lim Dec 05, 2017
    This comment was posted by
    a verified customer
    Verified customer

    @OFre this incident happened to us as well. Do you think we should come together and report to CASE?

    [email protected]

    0 Votes
  • Co
    Cocozo Apr 30, 2017

    A chain of incidents happened, too long to describe all now... all I can say is stay away from Lush if you want your furniture to arrive on time and any one to talk to after you make any payment! They have the worse customer service... totally unprofessional and unpleasant experience.

    -1 Votes
  • Tw
    twx12345 Mar 13, 2017

    Lush seems consistent in their terrible customer service. It has been 2 months since they'd promised to grant me a refund. We rented showpiece furniture from them and did an online bank transfer a day before the delivery, which between banks takes 2 days to deposit into their account. They then kept insisting they would not deliver unless they had the money so we had to double pay them in cash upon delivery. They promised they'd refund the double payment immediately. They did not.

    In the second week, after numerous chasing over emails and phone, they informed me they transferred they money back to us. This was a lie, since it did not happen and when i called to follow up a few days later, they admitted they had not done it yet. They kept using the excuse that their boss was away and had only just returned. They started ignoring calls from me. John, who was the sales assistant and initially helpful, started ignoring calls from my handphone. Only when i called from an unknown land line, did he pick up. The matter was then transferred to his colleague, Lorie. Many calls to Lorie did not get answered, which is in itself silly as she should be reaching out to me to update me on the status. I asked Lorie to send me her managers number, which she promised she would, but didn't. When i called the office again I asked for the managers number, and Lorie's colleague kept insisting they weren't able to give it out.

    Finally, after 2 months of calling them, they told me they'd send the refund amount via cheque as their boss finally returned and signed a cheque over the weekend. Knowing they have a tendency to lie to get their customers off their backs, I asked them to send me a picture of the cheque. She kept insisting she'd do it at the end of the day. This did not happen. My company sent a final notice to them, only to have Lorie say her boss did not sign the cheque, so she'll settle it by bank transfer today. We'll see if they actually settle it.

    This is my first time writing a review. I've never written one, be it good or bad. But from other bad reviews of this place, it seems something fishy is going on with Lush and I would highly discourage anyone from doing business with them.

    2 Votes
  • Ha
    Harsh500 Nov 30, 2015
    This comment was posted by
    a verified customer
    Verified customer

    I booked a sofa from the Lush shop situated at 73 Upper Paya Lebar Rd
    Singapore 534818. The sales person promise that the furniture will be delivered within 8 weeks. By the 12 week when we did not receive our furniture, i called the shop to check. They gave me a date which was week later. After one week i again call up, they say that the production of the furniture has not even completed but promise to deliver in two weeks. After one and half weeks i called back, they again give an excuse that they will definitely deliver the furniture by another 10 days and gave me a final date. By that time we had already moved in without a sofa. Again just before the final delivery date, they told that it is still delayed and were not sure of the delivery date. We were so frustrated that we told that we want the money back and we had to book another sofa. We asked for a refund and they said we will process the refund, however 8 weeks after requesting the refund, have not received the money. Every time i call up they say refund is waiting for approval. am planning to register a case against them as am not sure that they will even refund the money. BUYERS PLEASE DONT PURCHASE FROM LUSH. They are a completely mis-managec company with their sales representatives and customer service is horrible to say the least.

    0 Votes
  • Lo
    LooseWomen1 Sep 26, 2012
    This comment was posted by
    a verified customer
    Verified customer

    I ordered the trial of Lush face cream which was supposed to be free but had to pay £4.99 for postage on checking my account they have taken over £70 from my account, I am a pensioner and cannot afford to lose this amount of money.
    United Kingdom

    0 Votes

Post your comment

    By clicking Submit you are agreeing to the Complaints Board’s Terms and Conditions

    IN THE NEWS

    Unhappy consumers gather online at Complaintsboard.com and have already logged thousands of complaints.
    If you see dozens of complaints about a certain company on ComplaintsBoard, walk away.
    One of the largest consumer sites online. Posting here your concerns means good exposure for your issues.
    A consumer site aimed at exposing unethical companies and business practices.
    ComplaintsBoard is a good source for product and company gripes from especially dissatisfied people.
    You'll definitely get some directions on how customer service can best solve your problem.
    Do a little research on the seller. Visit consumer complaint websites like ComplaintsBoard.