Lounge Life Mount Waverley — Local services in Melbourne

A LESSON IN CUSTOMER EXPERIENCE: We went to the store in Mount Waverley to purchase sofas and armchairs for our new home. We had all these plans of what we wanted to do and wanted some help as to whether it would fit in the space we had.

When we entered the store, we were head-nodded into the store by the only person who was in store. As a salesperson / in-charge of selling in the store, the exception would be to understand our requirements and suggest what would be a good fit. We felt very let down by the non-helpful person in the store who did not even interact with us properly. When we asked questions, it was met with half answers and a bored look on the face. Felt like he did not want us there :(

I read through the recent reviews and noticed one other person who had the same experience at the store

This is sort of an ideal exchange I would have expected and is a lesson in customer experience - (Q - Store person A - Me) Q. How can I help you ? A. We have brought a new home and looking to buy a sofa and armchair Q. Ohh that's fantastic. Do you have any thing in mind or do you want me to suggest something A. It would be great if you can suggest something as we dont know if the sofas would fit the space we have got Q. Ohh do you have any dimensions ? Our sofas are very customisable and surely we can make something work. The Stirling model is our most popular sofa. I can show you to it and you can see if you like it... A. This is our living room 5*4.25 is the dimension (showing photo). This sofa is so good and very comfortable Q. You can customise it to be a chaise and it would fit perfectly in your space. We have a sale going on and it costs xxxx. I understand you have purchased a new house so understand you would be spending a lot of money, so we have options to pay via zip / latitude pay and you can pay over time A. Thanks a lot for understanding. We love the sofa and would be...

Rachit gave us an awesome service and took the time to listen to our needs.

Update: So our sofa was meant to come in at August and since it was 12th Aug and we have yet to receive a call I decided to follow up. I rang their office line and spoke to a csutomer service/accounts lady in which she informed me that the sofa has arrived. I enquired why we didn't get a call, she had no idea and then I asked how long has it come in since, again no idea (and no apologies).

She then proceeded to ask for the balance of the payment (needs to be paid in full before delivery) and I attempted to pay with two of my credit cards and then even with my wife's but some reason they all failed (never had credit card issues before). At this point I was quite perplexed with what is happening with our credit cards while she was getting aggitated (saying this was ridiculous) and suggested I should just do a bank transfer but I told her I would check with my bank and ring back the next day to pay.

Come the next day we get a phone call from Lounge Life's delivery man (who was awesome btw! very nice and helpful during our derlivery) asking if it's ok to deliver coming Tuesday. Confused as I haven't made the remaining payment yet but I confirmed any ways as I just wanted my sofa :)

Later that day we realise that Lounge Life did end up charging our credit card for the remaining amount (even though she said our card failed) but didn't bother advising us that it went through. Lucky we got the notification from our credit card because if we ended up do a bank transfer we would of double paid.

Overall: Sales and delivery was great. Customer service/accounts...

QUALITY IS NOTHING LIKE THE ONES ON THE WEBSITE OR IN THE SHOWROOM. I was excited to finally receive my Lorenzo leather recliner corner suite, but l find l am unhappy with the quality of the apholstering. One two seater section in particular is very wrinkled and not smooth like the ones l saw when l purchased mine. I sent photos to customer service and they won't take any responsibility, basically saying that this is the nature of leather. I disagree, as it's not the leather that was used but how smoothly the coverings are sewn together and apholstered. I am disappointed overall as it looks like it is second hand. I also paid more for the higher grade cow leather as opposed to the cheaper buffalo leather. I cerainly saw no lounge suites that were wrinkled like this on display in the showroom or on the website. So be warned, the quality and consistency of the apholstering of the lounge suite you receive may not be what you see on the showroom floor. Is this a risk you want to take for a high price? Had the one in the showroom looked like the one l received, l would not have bought it.

P.S. The salesman asked us to give a good Google review on the spot, of course this is before you receive you lounge suite, in exchange for free assembly. When paying nearly $7000, l had thought that assembly would be part of the price. This could explain the reviews that talk only about the...