Oz Design Furniture, Moore Park

DO NOT BUY FROM OZ DESIGN! “CUSTOMER CARE” head office is TERRIBLE!

Paid and ordered my TV unit on 8th September after waiting for it to come to the store I arranged a trailer to pick it up. They loaded it into the trailer. Once home discovered it’s was severely damaged. A solid oak TV unit.... Crushed... snapped right through. Solid timber it would have taken a massive impact to cause this

Called the store immediately. Nice Lady put me into customer care 1300 as the store doesn’t deal with these issues. I called and eventually got an email back once sending photos. They claim they needed to get supplier to agree to replace it. WHAT? no it was smashed at your warehouse. NOT by the manufacture!

Nadine from customer care is SO RUDE and does NOT keep you informed. Nadine said they would have an answer in 1-2 business days... and the whole thing would be resolved within 1 to 2 weeks maximum. A week later never heard anything about what the Manufacturer had agreed to so emailed Nadine again, got another RUDE reply telling me to wait 1-2 weeks for stock.
So rude! SLOW and VERY Poor communication. Nadine needs an attitude adjustment! If you don’t like your job simply get another one.

Nadine told me somebody would be in contact with me very shortly and she would follow this up to speed up the process, I waited a further seven days from that point only to find out after contacting her first as I had not heard from her again that apparently the TV unit was also unacceptable and I have to wait again 1-2 weeks.

On Tuesday, 26 September I contacted one of the Melbourne stores who told me there was ample stock available at the Melbourne warehouse in the combination of what I ordered and they were actively getting them to customers within seven days.

Now after two weeks Nadine tells me there is going to be further delays so yesterday I went to the Narre Warren store and spoke to the lovely sales lady who called Nadine’s manager Michelle and Michelle explain to her that it would be a further 2 - 3 weeks before another one could be inspected as the Melbourne warehouse is under some type of reconstruction AND CLOSED! Nadine did not give me this information.

Michelle told the sales lady it would be up to 3 weeks from now before I get my entertainment unit, she was hoping that it’s not damaged either.
The information Nadine was providing me is not accurate and not been keeping me up-to-date with the progress I have to chase Nadine first which is completely unacceptable

*Update* spoke to the store manager who had been on leave and now back she called head office because she could not understand what the delay was considering they had multiple units in stock and available, they have been selling units to other customers and delivering within seven days during the time I’ve been waiting.

Turns out that Nadine has just chosen to be intentionally slow to cause drama not keeping clients up to date. They told her that they would not be able to open a box and inspect one for two weeks or more because the Melbourne warehouse was closed for upgrades.
I have since contacted the store manager at the branch where I made my purchase has been very helpful she has guaranteed me that she will get me one within seven days delivered to my house! She personally is going to inspect it before she sends a private courier to my house to do the exchange

The staff at the branch where I make my purchase have been very helpful and apologetic however the customer care team at head office in NSW has been absolutely woeful and rude. I tried calling the team manager at customer care Michelle to express my concerns to her to only be just as rude as the other staff members in her division with her talking over me in a demeaning way... she hung up on me. Called back and conveniently she was unavailable

I’ve now lodged a complaint with consumer affairs as I have not had any of these updates from Nadine at customer care

I ordered a couch on a busy Saturday, they seemed short staffed. Took about 10mins to finally get someone to serve us. Overall everything went smoothly. Took about 2 weeks to get the couch, got a text the previous day about the delivery and the delivery driver called 30mins beforehand too. I was really worried after reading the reviews but couch was in perfect condition. The only reason I'm giving this a 4 instead of a 5 is we order this with the condition that the driver would unpack and take the rubbish, which they didn't, also I think if I'm spending close to 2k on a couch it should include delivery.

I work here so don't put mean coments

Purchase a table that's had a spill on it prior to it being lacquered. Could see it when assembling the table but thought it was a slight imperfection, didn't think anything if it. Now the lacquer is bubbling up, table looks terrible, OZ Design denies any responsibility and no warranty. Left with a $2500 table that looks absolutely awful. Be careful before considering a purchase from this chain of stores.

Completely ageee with all the below reviews wish I had seen them earlier before purchasing worst customer service & call centre I've ever interacted with absolutely disgusting