My complaint:
I am writing this regarding absolutely the poor customer service I have ever received from a Amart furniture store ever. On the 16th of September 2023 myself and my partner attended the OXLEY store in Brisbane to purchase a new lounge suite. We were waiting a while before a sales member attended to us, once a salesperson attended to us, we advised them of our requirements.
– Lounge suite, non-electrical , reclining , grey in colour as we have black carpet in the house. We also advised them that we purchased a new home and take possession on the 16th October and looking for something we could take delivery off within a few weeks of the 16th October. With this we choose the GLADIATOR 3-seater in a light grey , quantity x 2 . PERFECT or so we thought. The next part is where everything takes a turn for the BAD.
We walk to the register , make a $1000 deposit, was TOLD the delivery will be within 4-6 WEEKS. Taken our money , we are happy with this outcome. WRONG , HOW WRONG CAN WE BE , now that AMART OXLEY have taken our deposit.
Fast forward to the 16th October ( approx. ) I make a phone call to Amart OXLEY to get a update on the delivery , get told that the delivery is now blown out further 2 weeks and we are looking early NOVEMBER . I call again early NOVEMBER , get told again the delivery has blown out to the end of NOVEMBER, I complain to the store manager at the time MICHEAL, I get offered free delivery , free installation and free removal of all packaging and rubbish. WOW what a consolation that is , felt like we won the lotto on that one. Come the middle of NOVEMBER I call again , only to be told that now delivery is BLOWN out again to the 4th December and delivery will be by the end of the first week in DECEMBER. Every time I ring to get a update , I get told a different delivery date.
Now, the original sales docket has delivery of 6-8 weeks on it, then its crossed off and marked as 8-9 weeks. When I called Mid November, I spoke with a lady , who stated whilst it was on the computer system that the offer from MICHEAL is on the system, she will amend the sales invoice to reflect, fine, no dramas there or at least I thought. NEXT – I receive a copy of the amended sales order and the delivery time was changed from 6-8 weeks to 11-12weeks WAIT. THE LIES CONTINUE – Today I call the Oxley store as the promised arrival date of 4th December has come around, Now I am a reasonable person, granted a week here or there either side of the time frame but to be told today that delivery is NOW NOT EXPECTED UNTIL THE END OF DECEMBER 2023 ?
I asked to speak with the manager MICHEAL, oh sorry he is on annual leave, I can get Shaun the acting manager to call you, however SHAUN IS CURRENTLY DEALING WITH A FIRE ISSUE AT PRESENT , this was all at 11.37am today, So due to my work situation I cannot take incoming phone calls, I ask that a email from him to be sent to myself, to this time I am yet to receive a email from SHAUN, so I call the AMART SUPPORT AT ROCHDALE , spoke with ASHLEIGH, now I’m not sure if it was the same ASHLEIGH that I spoke with at the OXLEY store this morning or not however when I asked to speak with a regional Manager I get told, I’m sorry but RONALD is currently in a meeting , how convenient ! I again explained everything to Ashleigh that Ronald cannot call me, he would have to email me on my work email, YET TO TIME AND DATE I AM TO HEAR FROM THIS RONALD.
We could have gone to any other furniture retailer , indeed we did prior to visiting Amart Oxley , as we need a new lounge suite for our new home.
However, we chose to go with a product that was A on sale at Amart and was the style we wanted and the colouring we wanted. ONLY TO REGRET OUR DECISION . Now the feeling we are getting here is that we are being constantly lied to know that our monies have been taken, the lies are on the sale dockets also ( seriously how unprofessional to have the original sales docket delivery dates crossed out and then re done all on the same docket, the constant changing of the delivery date. How unprofessional to disregard a customer’s complaint and a legitimate one at that . May I also add to the equation the wait times for some one to pick up the phone to answer one’s enquiries .
Please note , I do not have both sale dockets on me at present as I am at work to attach to this email, nor can I take personal calls on my mobile as I do not have it on my person, nor can I access my personal emails. I do have written down , dates, times and names of each person I have spoken to and what has been told to me during this time.
Now please , I may just be one customer in a pool of customers however the voice of one customer can impact the sales of many potential customers when it comes to negativity of customer sales. Now I am sure that Lee or Nick both have other things to deal with than my poor customer service , however given the situation I believe this warrants them to be informed of just how poor some of their teams just are.
Suggested solution:
Keep their promise, deliver the goods as promised in the time frame as promised, DONT LIE to customers , refund the full monies and still deliver the goods for the inconvenience ?
