Sofa

I purchased 2 single leather recliners which I received in Jan 2021. A year later, I purchased a matching leather 2 seater (with manual recliners). Very happy with everything until the single leather recliners lost their support in the seats. I did not think that The Custom Sofa Centre would help me out as the one year guarantee period was almost reached but I thought I would give it a go anyway. I emailed the Custom Sofa Centre with my concern and attached pictures. I received a reply stating that they would send someone out to fix the seat support but I would have to be patient because of the dreaded COVID! After a few weeks I sent further emails and the response was the same….”please be patient and we will have a lounge repair person come out to fix it”. I waited and waited and the weeks turned into months. I had just about decided to give up when I received a call after several months that all the parts had arrived in Australia and the service person would be out in late August 2022. Good to their word, they sent Simon out from “The Lounge Repair Guy” and he re-padded both the recliner seats. He did a great job and they are like new again. I just want to say that being patient really paid off for me and I am a very happy customer. The Custom Sofa Centre were true to their word. Don’t give up if they are a bit slow as there is probably a good reason. Be curteous and patient because they will look after you.

Ordered a 3 seater & 2 x 2 seater recliners. The range and flexibility of sofas and fabrics was great. Service was very good and delivery, installation and quality equally very good. Very happy and worth the 3 month wait.

Nothing but superlatives from us. Our couch is fabulous and it arrived earlier than expected. The African pair that delivered it were excellent ambassadors - very pleasant, efficient, quick and tidied up all the packing material afterwards.

Matt was great. Good easy quick service.
Highly recommended

Very helpful. Beautiful lounges & so comfortable

Great service

Worth talking to these guys as they can arrange to quote for any custom design you may have.

Unfortunately I must agree with the previous reviews ..customer service is confusingly appalling . I have never dealt with a business before that has absolutely no Public relations with their customer once they have ordered. I had to actually ring the transport company myself in Brisbane after being told to do so by the store. Once you order, the Custom Sofa Centre has nothing else to do with your order or you ....it comes directly to you from Malaysia . No follow up or checking satisfaction etc . etc . in Australia . Our original salesman has since left the store and we spoke to several different people each time we rang and they insisted they had no contact with anyone in management except through an email and they were not sure where head office actually was. Very strange . Fortunately we have received our sofas thanks to a very well run transport company . All Purpose Transport in Brisbane ...thank you . BUT we do not recommend The Custom Sofa Centre . Your lack of management skills could be so easily fixed .

BEWARE - GET SCAMMED - SHOCKING & in my opinion FRAUD! Purchased sofa in Oct '22 with deposit, asked to pay remaining amount in Dec 'because it was about to be delivered'. Then told container delayed by Customs. Customs known nothing.... It's now March '23 (6 months later) and NO sofa.
Cannot contact owner and he never responds to QLDmessages left, staff at various branches cannot help, went to store asking for resolution and staff are unable to advise. Sent emails to their customer support and get 'fobbed off' and or ignored! Been advising I must engage with Delivery provider. 3rd party Delivery provider knows nothing.
Went too POLICE when the Maroochydore store was being closed and furniture was being removed… they did NOTHING! Won’t investigate the fraud ignoring QLD criminal code s4080c - Told to go to ASIC.

Check out the Product Review Australia website and search The Custom Sofa Centre and read the other horror stories.

Run go elsewhere. The staff at Maroochydore store is nice but that is the only good thing I can say about this company. I ordered and paid for a lounge in the middle of the year 2021 and we are 2 days off it now being December and I still haven't received the lounge. I have been given several delivery dates and they have come and gone. You can only contact head office via email and they keep giving me the run around, actually all Mary keeps saying is to be patient. I have requested a refund and once again she just said to wait with no attempt to refund my money. So my advice is run dont even go into the store. Additional to my original review. I suggest that you take your business elsewhere. I ordered a new lounge from Custom Lounges in July 2021 and did not receive it until December 2021 and I only received it then because I contacted Fair Trading and had them intervene on my behalf. Custom Lounges kept giving me different excuses for it not being delivered ranging from blaming the Covid virus, then blaming the dock workers, followed by blaming customs. After 4 months I requested a refund if they could not provide the lounge and was told that they would not give me a refund, apparently the document they ask you to sign when you order the lounge states that you cannot get your deposit back if you cancel your order, even if the issue is caused by them. So because of the stress caused by my dealings with this company I strongly suggest that you shop elsewhere.

If I could give these guys a 0, I would. I purchased my couch in November and only received it in February. After just 2 months of use the reclining mechanism broke twice (even after fixing it). Extremely poor quality couch, as well as poor quality service and ridiculous claims of warranty being void. Can't claim a refund even after making a formal complaint. If this is how you treat your customers then I hope you go bankrupt. DO NOT BUY FROM THESE GUYS.

Can't comment on their service as it non existent
Ordered 4 chairs im March 2021 they arrived in August and one chair was damaged the manager in the store is hopeless and has never followed up on any of queries.
We had to send emails and couldn't even get a phone number.
I emailed Brisbane at the start of December and they sent back that the chair had arrived but the transport company had a family tragedy.
Visited the Maroochydore store today and they told me my chair is at their Birtinya store . Why wouldn't they have contacted me mainly because they have no after sales service. Don't buy anything from this company ever

We ordered and waited 5 mths to get our 3 seater only to have one of the recliners break within 3 months we got it repaired under warranty and within 3 weeks it broke again and now they wont honor the warranty . It is still within the 12 mths. This is just a cheap badly put together sofa . I would never purchase from them again.

Purchased a lounge from here, what a mistake! After waiting 3 months for it to arrive it was faulty. Called the store dealt with MAXINE who couldn't care less & didn't want to hear my dilemma, told me to email head office before slamming the phone down in my ear. I went through the dead channels and this took 4 weeks to hear anything back. Customer service is disgusting. Never have I received such apaulling service before! DO NOT RECOMEND THIS BUSINESS!!!!!
Purchased a gorgeous quality Australiain Made lounge from Domayne who was more than happy to provide me the customer service and after sales service that I deserved.

Worst customer care and zero communication. Paid our deposit for media recliners end of last year and we were told that it will take 10 to 12 weeks for us to get our recliners delivered. Its more than 20 weeks now and still no communication from them what so ever. We tried to contact them over the phone and store manager told us that she will get back to us with an update soon and but since then we never heard anything back from them. Hence, we went to the store to speak with them and told them that we are very badly disappointed from their lack of communication and delay in getting our products delivered. The store manager replied back to us saying she worked with different retailers in the past and there is nothing new in what we are facing. I still can't believe that manager level person would reply in such a unprofessional manner.

Up on asking for a phone number of their head office, we were told that they don't have a customer care number and only way to lodge a complaint is to write them an email. Guys please favor yourself by not getting anything from them, you will get nothing but lots of frustration.

Buyer beware. After spending $6K+ and The Custom Sofa Centre stuffing my order up, talking down to me, threatening me and now ignoring me I have lodged a complaint with the ACCC and am in the process of taking it to the Department of Fair Trading. My order was delayed and I was ignored then. Part of my payments went “missing”, thankfully I keep better records than they do. When my couch arrived in the country the delivery company was not given the paperwork confirming release to be able to organise delivery, I had to chase that down and threaten further action. I got no reply but suddenly the delivery company were given the necessary paperwork! When my couch was finally delivered my black couch was beige - how do you make that stuff up??? Not to mention the electrics don’t all work! Im being spoken down to, threatened and now again ignored, all by email because no one will make a phone call. Instead they want to discriminate against people who find it difficult to follow drawn out, disjointed written communication and who require to speak to a real person to fully understand what is going on. I have no idea what is happening - whether I’m meant to be getting the actual couch I paid top dollar for or what. It’s been over 4 weeks now since the wrong couch was delivered. I’ve been threatened that I need to keep this couch in pristine condition and if I can’t do that they will give me a loan couch - DURING A COVID PANDEMIC, WHILE SEQ HAS BEEN IN LOCKDOWN! Um, a couch that God knows who else has been on do God knows what? No thanks. I’ll keep this one that’s the right couch but wrong colour until you fix YOUR mistake - or until you refund me. But they can’t confirm that the correct couch has been ordered and is on the way either…Or you can call me like I’ve requested. In the meantime, my son is unable to let his support dog into the couch because it’s BEIGE BECAUSE OF YOUR STUFF UP!!! But you don’t care, you don’t want to call to hear what anyone has to say. So the Department of Fair Trading will hear it all instead.

Don't buy from this company. We are still waiting for our order after 16 weeks. After several calls we still don't have a confirmation on our order. We have been told 2 more weeks for the 4th time. read the google reviews there are orders from July still not delivered. Save yourself the frustration and go to another shop.
Have contacted the ACCC and Fair Trading.