John Cootes Furniture Tuggerah

The staff were wonderful and helpful i could not be more happier with the service today thank you

After i spent $2000 on a lounge set it arrives it doesn't go together and when i call to get a solution that they sent some one out to tell me that's what I ordered and i had someone there the lady wrote the order wrong i was ripped off big time for someone who is on a disability pension they didn't care i hope this fines it's way to the complaints office 😖😡😠

Disgusting. They ripped off my elderly Grandparents. Lied about the amount of time their lounge would last. An $1,800 lounge lasted less than 18 months. They refuse to replace or repair. And will not contact or respond to them now. They sell cheap chinese products at Australian made prices + lie. Disgusting.

Terrible post sales support.

Bought a lounge for $2500 about 16 months ago. paid for the extra 5 years warranty. Had some stitching on one of the cushions come loose and my wife called up the post sales support team in February. Initially they were quick to respond offering to send someone out to inspect.

After 2 weeks of missed appointments, lost paperwork and excuses, a guy finally made it out and took some photos. Told us it was clearly a warranty issue and that they would organise to pickup the lounge and repair it. Great we thought! Was given a date for the lounge to be picked up but nobody arrived or called. when my wife called they advised that it was given to the wrong driver and that nobody was coming. made another date to pickup but again nobody called or turned up. This was 29th March.

Called up again 19/4 to see what was happening. Was told that should have been picked up and didn't know what had happened but would follow up. Was called back and advised that the Tuggerah store did not have the skills or equipment to perform the repairs so they simply dropped the job.

Was then told that the lounge would have to goto Sydney warehouse for repair but they would not be able to pickup the loung until about 29th of May due to warehouse relocating.

Asked for a refund or replacement (as is my right under Australian Consumer Law) and staff member (Rimal) advised me that this issue is actually not covered by warranty which he claimed was 12 months and that they were not obliged to do anything at all but that they were simply doing this out of courtesy. This was despite the lounge having 5 year warranty and extra care package.

I explained that under ACL the lounge must be fit for purpose for a reasonable amount of time and they if they aren't prepared to repair in a reasonable time i wanted a replacement or refund.

Agent (Rimal) also told me that it was technically my responsbility to get the lounge to them and that they were doing this out of courtesy. He referred me to a section on the invoice which said i was responsible for charged. Again this is in breach of Australia Consumer Law.

I told him to put it in writing and that i would be taking this further.

I then called the store which i purchased from and asked them to organise a replacement or refund. I was told the manager was not in and that they would call me back tomorrow. I waited until 5pm the next day (Friday) and called the store to speak to the manager (Danny) he advised he would need to look into it before responding to me.

Monday i called the store again at 3pm after not hearing for Danny and was told he'd already gone home for the day. Called the after sales support team and was told the original person i spoke to had gone home for they day (what ever happened to retail business hours?). The only notes recorded by Rimal were that he was organising a repair pickup for 29th May. I advised this was not good enough and that my written request for replacmement / refund had not been recorded or actioned.

This company doesn't care about servicing their customers. It's been over 2 months and i've still got no real outcome from them. Will be taking this up with Fair Trading and ACCC as their warranty terms are misleading and in breach of Australian Consumer Law. Customer service staff are uneducated on consumer rights and dont' seem interested in managing the end to end resolution of product faults or customer complaints.

Steer clear of John Cootes, spend the extra money and go somewhere with better quality and better service.

Absolutely the most horrible experience I have ever encountered. We bought a TV unit and they were lovely, friendly staff, after we paid for the unit there attitude changed completely. They sold us a box that had already been opened and hardware missing, we started assembling the unit and discovered that they sold us the smaller unit and we paid for the bigger one. I would never deal with John Cootes again they are the most rudest people I have ever dealt with and I do not recommend anyone to buy stuff from them because you will not get what you paid for

We bought a lounge and booked it in for delivery. Staff were friendly untill lounge was paid for and then things went pear shaped. I organised a friend to take the day off work to be home for the delivery between 10-12 as they told us... Delivery came 40minutes earlier and they left the lounge on the deck. Then, it was the wrong lounge, and not what we ordered. Despite all their errors, John Cootes thought that a reasonable solution was refunding our delivery fee. But then it was up to us to return the lounge to them!!!?? Because their delivery hours are between 9-5pm, they couldn't garantee me the 4-5pm time slot, so they expected I could either take another day off work and wait for delivery guys again or arrange my own trailer and return it to the shop when it suited me.. The most underwhelming customer service experience of my life.

Not the greatest service staff don't care delivery of furniture will take longer than quoted.