Totem Road — Local services in Sydney

had an unfortunate experience with Totem Road Furniture which I'd like to share.

Unprofessional customer service, took a year to figure out my replacement, don’t listen to customer voice, keep brushing you off

I visited their Sydney store in person and purchased a bed frame and sage sofa in March of last year. When I received it, I noticed a lot of marks on the headboard of the frame and requested a replacement. I was told it would take three months, but I haven't heard anything since then. They mentioned that I could receive a bedside instead, but again, there was no follow-up.

In the interim, I had to go on several trips to other countries and got back late last year. Upon my return, I followed up with them but still received no response. Eventually, I requested a bedside instead of the headboard, to which they agreed. However, this week, I received a headboard, without any prior information. They said the staff the staff member who made the promise has left. But, no matter if the staff member has left, the promise was made on behalf of and approved by the company. Therefore, the company should take responsibility for it. The customer service at Totem Road Furniture is disappointing and highly unprofessional. It feels as if they are not listening to their customers' needs or requests. If this is how they treat all their customers, I would urge potential buyers to think twice before visiting their store. If it's just my case, it still raises concerns of discrimination.

I had been considering buying another two sage chairs from them, but based on this experience, I don't think that would be...

I would HIGHLY RECOMMEND Totem Road to anybody interested in buying furniture. I purchased a full apartment worth of furniture purely from the service that i was given. The time and effort put in to helping me decide what was right for myself and the space that i have was something that i have never experienced in a shop before. I went from buying one piece to buying a bed, coffee table, dining table. entertainment unit, a mirror and a couple of rugs. The time and patience of just trying to make sure i select the right products was unbelievable. I have since received all my new furniture and the quality is state of the art! These will be items that i will keep my whole life no matter where i live. Whatever you do you must check these guys out!!! Every employee was a pleasure to deal with and they want to continually help even after i have received my goods. Thank you times a million for your services Guys!! Especially JESS. Warm...

I absolutely love Totem Road. We researched for a long time what bedroom furniture we would love for our home. We came to Totem Road for their integrity and focus on sustainability of their product (both the bed frame and mattress). We instantly feel in love with the aesthetic of Totem Roads furniture, with Anna and her team and the whole feel of the company. We took some time to decide due to the amount of money involved. Once we committed to our purchase in furniture built to last 7 generations we have not looked back! Every time I look at the pieces we purchased from totem road I am reminded of how much I loved the experience of finding and buying these items. They reflect back to me my values and the feelings I want to feel every day.... caring for our earth, beauty, abundance, having lovely people and experiences in life like meeting Anna. Enjoy the whole experience if buying and owning a piece of...