Pathetic customer service and after sales - would not recommend

This has been one of the worst customer service experiences I’ve had.

I purchased a couch from the Woodmead branch on 28 March 2026 and scheduled delivery for 4 April 2026. On the day, delivery was confirmed in the morning and I was told to expect it before 12:00. I stayed home the entire day, only to later find out after multiple follow ups that the couch was never loaded onto the truck and was not available.

This means I was instructed to wait at home for a delivery that was never even possible.

What is most concerning is what happened after:

• No proactive communication was provided at any point • I had to chase multiple people just to get an answer • The failure was clearly due to internal planning and coordination

I escalated this to regional management expecting accountability, but instead I was told that the delivery fee cannot be refunded because “whenever the couch is eventually delivered, it still counts as a delivery.”

This response completely ignores the fact that: • The original delivery failed entirely • I lost an entire day waiting unnecessarily • The failure was caused by internal issues, not the customer

I also requested that my delivery be prioritised due to the inconvenience caused but was told they could “try” and could not guarantee anything. This shows a clear lack of ownership and urgency from management.

The couch has now been delivered, but that does not change the fact that I was expected to pay for a service that was not rendered on the agreed date.

At no point has there been any meaningful accountability or effort to resolve the inconvenience caused.

If this is how failed deliveries are handled, customers should seriously reconsider relying on their delivery commitments.