Plush Recensioni 380

My mother ordered a couch from here and they sent one that was the wrong size. We are still waiting for a technician to 'measure the couch' to confirm that the photos I took of the measured couch aren't fake (I guess - they won't tell me why they need to send someone to verify what I have already sent them evidence of). We have been waiting 6 weeks for the technician. And management won't get in contact with me even though the lovely sales people who work at Plush have asked them again and again. It is absolutely disgraceful service and I will be contacting the ACCC as the escalations team won't tell me when I can expect the couch my mother ordered. I have been told it is not likely they will be able to get us the couch by christmas.

We bought a plush lounge 2 years ago and we have wood beetle emerging from the furniture. Apparently they have a 4 year life cycle and wwe are now finding out this piece of furniture was infested with it. The plush care people said they would send someone out to have a look and now they said they are not accepting liability for this without any reason.
I am going to to the ACCC about this to see what happens

This review is a long time coming as my partner and I purchased a sofa set from Plush Osborne Park almost 1.5 years ago. We ordered the sofa, had to wait 7 months for it to arrive, only to find the quality of the sofa was awful and their customer service was equally wanting.

The man in the showroom was eager to push the sale on us and made all sorts of promises about the quality. He convinced us that the upholstery was commercial grade and would keep it's appearance for many years etc... Fast forward not even 6 months we could see they had sold us a lemon.

Not only was the fabric pilling all over the place but it looked like it had pulled away from the foam seating underneath. On top of all this the exposed steel framework which supported the adjustable headrest of the sofa became completely covered with rust on all 6 joints, within the 6 months we had it. We've never experienced such a thing.

We called them and they advised they would take the couch away but that we either had to get another couch from them or that they would give us a gift card to spend with them again. We said we didn't want either and wanted our money back, but apparently we had signed some paperwork at the start which had this clause in it. So now Plush Sofa has $5000 of our money and we have nothing to show for it. Awful experience, awful company to deal with. I would definitely not recommend them.

Sales lady Claire didn't tell everything when I'd bought my single armchair. Took over 3 months to get here. Couldn't pick it up myself, was told I had to pay $110 delivery (was $115 plus a surgecharge if paying by card). And to add to that they don't take packaging away, you have to dispose of it yourself or pay more money for someone to take it away. Would not recommend Plush to buy anything. The only good thing was the delivery guys.

Joke company run by clowns. They have outsourced the call center overseas, no one knows what they are doing nor do they listen to anything you say. Issue with the lid on my console arriving badly manufactured with a whopping 20mm gap on one side. Multiple emails , calls and texts. They send a guy out who says he will have to try and fix it. Plush say no they will order a new lid. Months for the new lid to arrive. again more texts/emails, guy brings new lid out after waiting months and it has same issue but on the other side. No one bothered even to check it before bringing it out and wasting another half day of my time. After that I assume they ordered another lid, number 3. Weeks go by they book me in again for a third visit only to cancel that a few days before. More Texts. They then rebook for the third visit againi. I get a call from the guy who has no idea that a new lid already was tried and basically was coming out to start the whole process all again, he had no lid to bring, they threw the other one out. Every time they book me for one of these half day time frame appointments I have already told them multiple times not until after 11am, but they book it for early morning every single time. Guy shows up for third visit saying plush want to replace the whole console now but gets here and discovers its the lid all along and has no idea how to fix it. I am waiting on a 4th visit now with more texts , no doubt booking me early morning. I hope you go broke Plush/Nick Scali. Your staff are incompetent and your lack of customer service and quality control of your products is disgusting. You think nothing of inconveniencing me like I have half days to just be available when ever you say jump. Plush cowardly uses texts and I still haven't even had so much as an apology and four months on no closer to getting this fault resolved. If a new console or lid has been ordered thats more months waiting. Save yourself this drama and shop elsewhere, their company is being run by a foreign skeleton staff model to save costs. They have no idea what they are doing and corporate could care less either.

INCOMPETENCY AT ITS FINEST!!!

Avoid at all costs. Staff are incompetent and not familiar with their own products.

Customer service from their “head office” and “service team” is appalling, and among the worst I have ever encountered.

I purchased a leather sofa and upon their recommendation, the Plush branded “Leather Care Kit” from Moorabbin store.

Upon delivery I noticed my Plush sofa has 2 warning labels attached to it, stating do not apply any products containing the ingredients that are listed on the Plush leather care kit.

I have spoken to 12 different people in total (Plush Moorabbin and head office), and not one of them can provide any credible explanation or solution as to why the warning label on their sofa states not to use their products. One staff member from the Moorabbin store told me to “report the issue to consumer affairs”. Based on this and the total disregard by Plush to resolve this situation, I have now reported the matter to the ACCC.

I have also logged a service ticket with Plush. This has been ignored.

I took them up on their offer of a refund for the leather care kit and returned this to the place of purchase. I then had to fight for over a week to receive the funds back, as Plush staff seemed to be of the impression that their warehouse needs to first receive the returned item back, before I can have my money back. My obligation was to return to the place or purchase, not their warehouse.

“Regional manager” Aleya initially offered to assist with any dramas receiving my refund, however then she ignored my calls. Aleya also falsely claimed my warranty will be void if I do not use their own Plush leather care kit. Yet this goes against the warning label on their own sofa!

I would never want to deal with these incompetent fools again. Management are also a disgrace, which is evident by their lack of assistance with what should have been a small issue.

I bought a sofa years ago that I loved. I should’ve come straight to plush for replacement. Instead I made a huge mistake which cost me dearly and I hated it! I simply had to replace it with the Odin sofa. I absolutely love it! It’s perfect for my room. Elegant clean lines comfortable yet firm and supportive. Thank you.

I recently had a delivery service scheduled to bring a couch to my house. I requested that they give me a heads-up 30 minutes before arrival so I could leave work and be home. Unfortunately, they only notified me about 5 minutes before they arrived, which was quite stressful as I was rushing to get there on time.

To make matters worse, the delivery drivers made some smart-ass comments that felt unprofessional and unnecessary. They also claimed I had said they would be there in 2 minutes, which simply isn't true—I never gave that timeframe. On top of that, they kept calling me, asking where I was because they thought I should have been there already, despite the short notice and my earlier instructions. Overall, the experience was disappointing. Clear communication and professionalism would have made a big difference. I hope they can improve on these aspects in the future.

I had to proactively contact the company about my delivery, as I was initially told it would arrive at the end of August. When the date passed and I hadn’t received it, I reached out again and was informed there would be a delay of another week. Had I not called, I wonder if they would have just forgotten to tell me altogether. Overall, this service was disappointing. The lack of clear communication, unprofessional behavior, and failure to keep me properly updated made what should have been an easy delivery a stressful experience.

Delivery was the only option offered—picking up the couch myself was not available—and I was required to pay for this service, which, frankly, felt unreasonable given the poor communication.

Misleading service and zero accountability – very disappointing I purchased a sofa from Nick Scali/Plush and contacted the company immediately after delivery to explain that it did not feel the same as the one I tried in the showroom. I requested that I exchange it for different sofa. Rather than dealing with the issue honestly, I was made to go through an unnecessary and drawn out process – including having someone sent out to “inspect” the sofa – only to be ignored afterwards.

Nearly two weeks later, (close to the 14 day period they allow) I was still waiting for a proper response. Each time I followed up, I was told they will “come back to me,” but no one ever does. I finally spoke with someone today who informed my ‘ticket was closed’. This was news to me.

It is clear the company never had any intention of allowing me to return or exchange the sofa, despite the fact I raised my concerns straight away. The amount of money they must waste having people go out and pretend to ‘inspect’ furniture must be enormous.

This experience has been extremely frustrating and stressful. The lack of transparency, follow-through and accountability shows that Plush puts sales ahead of customer satisfaction.

For such a large and well-known retailer, I expected better. Instead, I’ve been left with an expensive product that I dislike, and a company that refuses to stand behind what they sell.

I would caution others to be very careful before purchasing from Plush. Once the product is delivered, you will likely find that they take no responsibility and hide behind policies rather than providing fair and reasonable customer service.

Purchased a new lounge suite at plush and after it was delivered within 24 hours there was an issue with the arm rest. It was making a popping noise and moving. Needed to wait 3 weeks for the lounge to inspected. When he arrived, he said he would fix it with cardboard and then he also needed to add a couple of pieces of wood to repair the armrest because the cardboard didn’t fix it. But Don’t worry as I was told you have a 10 year warranty so basically they take your money and if there’s an issue with your new lounge they will just apparently fix it with cardboard and wood. And apparently it’s got to something to do with the design. I was told it’s very difficult to make that design without having issues. Save your money and the worry and shop elsewhere. Would never recommend this company or purchase another product from Plush again.
Warranty Claim Made: NoProduct Appearance: Not as advertised
Plush Furniture
Plush Furniture Hi Lee, We are sorry to hear about your experience and apologise for any inconvenience.
We want the opportunity to investigate this for you. In order for us to assist you, please send your order number or the contact information you provided at the point of sale.

If you prefer not to share this information on a public platform, please send your concerns along with your details to Please note in the subject line "Lee – Product Review"

Sincerely, Plush Think Sofas
Lee
Lee I have forwarded the proof of purchase date of purchase. 1 video + 2 photos
Plush Furniture
Plush Furniture We apologise for any inconvenience. According to our records, your service claim has already been addressed by our Service Team. However, to ensure your concern is fully resolved, I will escalate this matter to them for further review.
Plush think sofas
Lee
Lee A handyman job fixer upper is resolved for a brand-new lounge suite that is three weeks old and delivered with a fault. And that’s been resolved. Proof again of Plush morals and how they treat a customer.
Lee
Lee My concern was escalated to be reviewed and Plush had have this opinion. There was no fault with the lounge suite that I purchased Even though it needed to be repaired. I have written this and the above review so people are aware of how plush conduct business and treat their customers. Buyer beware
Lee

I ordered my cooper on the phone. They were really helpful and sent me emails of the colour so I could choose. The lounge is so comfortable, I love it

The whole Plush online and delivery experience was amazing. The sofa is a quality product and looks very nice in the fabric and colour I selected online. It is comfortable except that I am tall and the depth is considerably shorter than indicated. Also the width is not as wide as indicated and so I feel that I am sitting too close to the person beside me. Unfortunately the assessor didn’t come out to check my measurements. I spoke to a person from their team who said after reading my report and viewing my photos the assessor didn’t accept the sizing to be a fault. (Yet my sofa was much shorter than indicated online.) No explanation was provided for the assessor’s decision. The assessor never spoke to me.

All great 👍 thank you
Love our new lounge and loved the guys who delivered it .
I already left a review so that’s the only annoying thing to be asked again

Very easy to deal with and

Got what we wanted and they were professional and flexible with the delivery. Thanks for just doing a solid job as people would reasonably expect.

I ordered the Fleur Couch with Chaise. I went in store to try it out and look at the colour in person as I wanted white. I was offered a quote for a left chaise but I decided to go for a right chaise, I didnt receive a reply to my email requesting an updated quote so I went online to order the different configuration.
When the couch arrived and after I had sat on it for a few days in a row (compared to sitting on it for 10minutes in the shop) I was experiencing a sore lower back and sore hips. The design as such slopes downwards and the cushions themselves are too soft with next to no support. Ergonomically, this a terrible design, where your hips end up lower than your knees.
I stopped sitting on the couch and called within 3 weeks of owning it, in the event Plush wanted to collect it and sell it in their second hand factory outlet under the Nick Scali brand. They sent out a technician who reported to me there's nothing he can do to fix it as the base isn't a usual spring base and he can't change the foam density in the cushions as it alters the manufacturers warranty.
When I called Plush for a follow up...as they obviously dont call us.
The young lady smugly says, your couch is in pristine condition. Thats correct, because its 3 weeks old and i stopped sitting on it. To save myself on further chiropractic and massage costs for a sore back and so Plush could receive it back in a pristine condition. Her reply was, "how did you buy this?" Online was my answer. To which i got the standard reply, "well because you didnt try it in store first we cant do anything." But i did, and i have a quote from Sandra from the Dandenong South store to prove it. Then she suggested she could send a second technician but after that they Plush would not pursue this any further. Well, that was obvious to me where that would end. It was obvious the script that is followed is to lead every customer to a 'no win' dead end. Terrible customer service on every level and such a tarnish to the reputable Nick Scali brand.
I spent $2500 on a couch that has been uncomfortable from day 1 due to a poor design that you cannot realise from sitting in store for 10 minutes.
I will NEVER purchase from Plush again and sadly I now doubt that I would purchase from Nick Scali, assuming they are tarnished with the same brush.
Save yourself the grief and go elsewhere where they do care about customer satisfaction.
This company clearly do not based on other reviews i have read after the fact. I wish I had done my research beforehand which I normally do read reviews before every purchase. Im sorry this one slipped through the cracks!!

Firstly I wish I could give zero stars!
I bought a dining room table from Plush.Once I opened it,it certainly wasn’t the table I ordered in store.It was damaged and looked second hand.
When I went in store to complain they showed me a photo of the ‘so called table’ that I had purchased,which they had placed a note on saying ‘Sold plus my name’.
They kept on using the photo as evidence,and said it was wrapped immediately after I had paid,and awaited collection.
They accused me of damaging the table myself during assembly!
I realised at this point that they had no intention of returning my monies or giving me a new one.
Therefore all I can say is that they are a shady and dishonest company. No better that thieves!
Wished I had checked out the other disgruntled reviews before purchase.

3 weeks to deliver ($95) floor stock paid upfront is unacceptable, they need to put some of their advertising spend into back of house delivery service and have some customer focus!

3 months ago, I purchased 2 x occasional chairs from the Bundall store on the Gold Coast,
I purchased the chairs for my 90-year-old mother as a surprise. At the point of sale, I told the team member I wanted to pay in full ($3000.00) as it was a gift.
The store contacted me and told me I had to pay another $200.00 for delivery and to remove the packaging. When I told the store about the conversation I had with the salesperson, they told me they could not do anything for the extra charges and if I did not pay the chairs would not be delivered.
They also told me if I cancelled the order, they would take 30% of my money.
I asked to speak to the area manager (Mo) and he refused to speak with me.
I will have to fly back to the Gold Coast from Sydney on the delivery date to pay the delivery company.
Be careful when dealing with this business which is owned by Nick Scali. They take your money and refuse to take responsibility for their staff's lack of knowledge.
It's not the $200.00 it the way they treat their customers.

We went to buy a couch today and we were served by salesperson named Richard at the store located in the Springvale Home Centre. Richard is very knowledgeable and respectful, answered all our questions and was not too pushy; his approach was very natural and he made us feel informed and relaxed through the process.