MACHAstore Bali / Macha Home Living Denpasar - Soft Furnishing, Home Decor, Furniture - Office & Workshop — Local services in Denpasar Utara

Lack of disclosure on material characteristics during the sales process and horrendous post-sales customer service

I visited Bali at the beginning of August this year to select pieces for our new home in Australia. On my list was the desire to purchase some raw cotton cushions and throws from this beautiful island. Based in Ubud, I hired a local shopping guide to take me to reliable suppliers. She highly recommended Macha shop, even mentioning that her friend was the owner. Trusting her advice, we endured a two-hour journey through Bali’s traffic from Ubud to Kuta to visit the store. Upon arrival, I saw a beautiful throw on display—exactly what I was looking for. However, when I unfolded it, I noticed brown stains. The salesperson explained that this was “a normal part of the production process.” I told him I wanted pieces without stains, and he agreed to make them. I ordered four raw cotton cushions and two throws. These were delivered to me before my departure by my guide. I inspected them, found them perfect, and happily packed them in my luggage for Australia. My biggest shock came after I washed the items for the first time. Following the manufacturer’s instructions—washing by hand, in cold water, with natural soap (the same I use for silk)—all the cushions developed the exact same brown stains I had originally rejected in the store. I contacted my shopping guide, who suggested I speak directly to the store. Since her friend was the owner, I also asked if she could reach out on my behalf. To my surprise, her “friend” never responded to her at all. After several follow-ups, I eventually received inconsistent and dismissive replies from the shop: one message blaming my washing process (even though I followed their care labels), another deflecting responsibility altogether. The store never disclosed these product characteristics before my purchase, denying me the chance to make an informed decision. And the post-sales customer service was appalling—messages ignored until I chased them, responses from different people giving contradictory information, and at one point a staff member even saying they require customers to film themselves washing the items to qualify for a refund. So, be warned: if you are buying raw cotton from this shop, expect that after the first wash your product will change dramatically, and do not expect proper support afterward. I own many raw cotton pieces purchased from Brazil, India, and Turkey, and none of them have ever developed such issues. Years later, those items still look as good as when I bought them. Unfortunately, my experience with this Bali store was the opposite. I have attached of the whatsapp messages where they express their knowledge that the characteristics of the product can change after first wash during the multiple post- sales messages received.Unfortunetely, this is not listed on the labels of the products neither during the pre-...

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