Lounge Lovers Waterloo — Local services in Sydney

We were a walk -in customers from yesterday June 30, 2024 at the Waterloo Showroom. I already know what I want as I have been looking at it in the website already, I have picked the Bronte dining set in 180cms. I approached Jenny and told her what I want but my partner and I have not yet decided on getting the dining chair to go with it. It was unusual of her not to assist us, is it because she made a sale out of us already or have met her target quota? I work for the Customer Service industry as well and depsite being busy I make sure to look after my customers and check back with them.

A lovely Sales Representative named Melanie/Mel approached us and asked how we were doing. She immediately assisted us and even carried the Apollo dining chair and place it near the Bronte Dining table, she really went above and beyond to answer all our queries. During our conversation Jenny interrupted her and told her to do something and said that she will look after us. We then decided to go near the Bronte Dining table waiting if she will really assist us but no, not even a sign of Jenny was seen. We ended up deciding to just buy the Apollo chair even though we still have lots of questions in our heads. Jenny made us feel unwelcome and uninvited, I even ask her is she has an idea how to set up the chair because if it was easy, we won't be needing to avail the assembly fee she said she doesn't know and said it is in the manual. I believe onboarding staff is made aware of the products that they will sell.

We would have been in such great hands and very satisfied if Jenny did not intervene with the conversation we were having with Melanie already. We are paying customers and when we went to your showroom it was only Melanie who showed warmth, made us feel welcome and entertained. Even two other sales staff (a woman with long hair and a gentleman did not even bother to ask us. We felt discriminated and even more just wanted to go except that we wanted to avail a dining set for our new apartment already), we would have gotten a lounge set, a sofa bed if only the sales rep would have entertained us. We did not drive all the way to your showroom just to feel this way.

We are very dismayed and I am more than willing review the CCTV cameras if needed be to show the minimal effort that the designated...

Worst shopping experience ever. Their customer service has an insincere, 'not my problem' attitude.

We purchased a hampton modular sofa with chaise from the Waterloo showroom. Not have they messed up my delivery once but three times.

On the night before delivery, they tell me by text that the delivery of our sofa will be delayed by 5 days due to the ship being delayed.

Then when they delivered the sofa, the colour of the chaise was in the wrong colour and three of the extra five cushions which were included in the purchase were missing. The delivery guys said they will properly inform customer service and customer service will call me to arrange the time of redelivery. Customer service then texts and calls me and asks 'what has happened?' and 'how they can assist me today' even though the delivery guys explained to them the issue. I re-explain everything to them and they said they will look into when they can redeliver the correct chaise and cushions.

I hear nothing from them for several hours and then suddenly I get their template text stating that 'Your delivery is scheduled for the next day between 8am and 12pm' without any explanation. I ask them to confirm by text if this is for the delivery of the correct chaise and missing cushions and they say yes. They didn't even consult me of the time when I will be home but I didn't raise that as I just wanted this issue to be rectified.

The delivery guys come back the next day and deliver the correct coloured chaise and two extra cushions but not the third missing one. I then have numerous calls, texts and emails with customer service to explain the situation (even though the delivery guys had explained to them again). They give the standard response of we are looking into this and we will send you the missing pillow as soon as we can. I don't hear from them for 3 days after that so I chase them and they inform me that they have arranged for the missing pillow to be delivered by courier instead of using their delivery guys. I have to wait for another several days and the missing pillow finally arrives but it is in the wrong colour...

I am now going through another series of calls, texts and emails with their customer service to fix this.

I will never buy...

If I could give this company a zero I would. I first ordered tried to order my sofa in Nov 2020. The sales agent Stephen said it would take up to 6 weeks. He told if I waited any longer it will take 3 months, so my husband and I gave him the go ahead but didn't receive the invoice until weeks later. Due to this wait, our sofa was scheduled to come 3 months after putting down the first deposit. Side note - I was chasing him for this invoice.

We were annoyed at this point but it was fine as it was only a few additional weeks. But no, it was delayed over 6 times and was received almost 9 months later.

Once we received this, we noticed it being to short as we had moved within this time period. Not their fault though. The same day we received it (9 months later) we ordered an additional piece. The lady on the phone said it would be 6-8 weeks at max due to COVID. It AGAIN was delayed over 5 times but even worse was scheduled for two Saturdays in a row and did not turn up.

The first Saturday we get a call to say they have lost the additional piece after months of waiting. No apology, no manager to call and follow up nothing. I continued to call and ask to speak to a manager but no one would return my call or follow up. I finally got through to a manager Michael wo eventually rang me back guaranteeing it would be at my house the following Saturday.

I rang up to check the delivery time on the new delivery date when they responded "it has been lost again, and there is nothing we can do". I asked to take it further and their response/options from the 'owner' was you can refund the additional piece OR pay the amount owing and still receive it. NO compensation. Michael the manager was lovely, but said his hands were tied.After the second loss of our item, he has not called me back and all managers are ignoring our emails! The customer service officers promise they have passed on our number and we will hear back from the company by COB.. but NOTHING!!!

This is absolutely disgusting customer service, management and organisation. Never in my life have I dealt with such RUDE, arrogant, lying people!

I will never order for them again, and HIGHLY HIGHLY suggest you...