Lounge Lovers Carlton — Local services in Melbourne

I am so deeply disappointed with the customer service I experienced from Lounge Lovers and my "problem" was only rectified by spending the entire day on the phone to Lounge Lovers. I had waited 2 + months for the delivery of my couch. Days before it was expected to arrive, I received a message from Lounge Lovers stating my delivery would be a day earlier. Which I could not do as I had work and had taken work off for the date they gave me when I paid the deposit of the couch and when I paid in full. They informed me that they did not deliver to my area on the date they originally gave me and never have and only delivered to other parts of Melbourne on those days. I informed 3 different customer service representatives of this where they had more than 2 months to let me know. I was at a loss of income due to having taken the date they gave me off work.... I spent my entire day between that many phone calls with them and they provided me with no service (e.g the manager was suppose to call me and never did and i had to call back after hours of waiting), they did not assist in rectifying the matter, gave ABSOLUTE no solution to the problem and only did when i kept insisting to speak to the manager who than contacted the delivery manager and informed that I would be receiving my delivery with the initial date. When i received this phone call, I was happy but dissatisfied it took SUCH great lengths to achieve that outcome. I than received another phone call one hour later from a customer service rep asking why I had not responded to my delivery they had my couch booked in (the day before) and than proceeded to tell me they did not have any information that the manager had given me and the lady I had spoken to was not a manager...?? I informed them I was told my delivery would be coming on the day I originally was given and they informed saying no. I demanded they get to the bottom of the issue as they had ruined my day... I called back myself and asked to speak to Anne the manager and was told she would call me back but NEVER DID. I than received another phone call from a representative who confirmed my delivery was coming the day it was originally scheduled for. I am furious with the lack of communication.. the customer service was below average.. no one could really help unless you ask to speak with a manager and plead your case. Its quite sad. Beautiful couch but I am left with an awful taste...

I recently went to Lounge Lovers in Fitzory with my friends because they were having EOFY sales. We found a dark grey couch that we all liked and I ended up getting it and requesting it to be delivered on the weekend. The staff said it was all fine it could be done. After that, we went to a few shops on Johnston Street and then we were going to have brunch together. When we were about to leave Fitzory, the order info came in my email, it says the couch was Holy Grey. I immediately went to the website and found out that Holy Grey wasn't the colour that I ordered. Thank god I checked otherwise I would have got the wrong couch delivered. I soon went back to the store, and the guy realised that he made a mistake. I kept asking the guy if the colour I wanted was in stock, if not, I was happy to cancel the order and look for a new one. He kept confirming to me that they had stock and no problem. I was like thank god I checked and found out the mistake he made. Then the day before the scheduled delivery date, a text msg came saying "Hi Jennifer, we couldn't locate your couch in the warehouse.......you will have to purchase an alternative or cancel the order"" I was like is this a joke ? I am not even Jennifer!!! Then I realise the guy in the store sold me something that they didn't have. And I have to call the customer service, and then the customer service had to contact the store to give me the refund, which took a few days. The professionalism and efficiency of the staff at Lounger Lovers Fitzory are very questionable! The fact that I had to keep contacting the customer service to get a refund because they made a mistake means they really didn't care the customers' shopping experience. I don't recommend lounger lovers at all, at least don't go to the...

Purchased the haven sofa and it’s absolutely horrible quality, combined with terrible service when a case was raised. The sofa is less than 6 months old and it looks 10+ years old, it’s extremely disappointing.

As many other reviews state, the pilling of the fabric is so bad, when I raised this, customer service sent us out a lint shaver and stated there’s nothing further they can do. It takes at least half an hour to shave off the pilling which returns within one week.

The chaise cushions are also completely misaligned and continually shift, as well as the modular. It’s hard work to shape them back and they just become misaligned again within days, it’s not worth it.

The back cushions have lost almost all of their integrity, you are hitting your back on the hard frame when sitting on the couch. We were told they just require “fixing” which is absolutely not the case. Even if you fix them after each time you sit on it, it doesn’t resolve the issue that they have lost their integrity.

To top it all off, they sent out a technician to inspect the couch who of course sent a report back stating there are no manufacturing issues with the couch. They initially agreed to send us replacement cushions but said there was a 14-16 wait time (which they’ve now just retracted).

We have had many couches over the years and have never had issues like this, let alone so quickly. Listen to the review and do lot purchase a couch from here.

I’ve also had no choice but to report them to consumer affairs. It’s obvious that they know these issues exist and send out a technician, hoping that the customer will give up. Disgusting service.

I am expecting the generic response that everyone seems to get here so my order number...