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DeRucci NSW, Castle Hill
Veekash C.Sydney, NSW
- NSW, Castle Hill
- Verified customer
Exceptionally poor customer experience !!!
We had purchased a bedset inclusive of headboard and side tables. The order was placed in January 2022. Due to internal issues the items were only ready for delivery in late April - yes 4+ months ?!? In this day and age it is absolutely unheard of for an order to take this long to be fulfilled. Nevertheless we were forgiving with regard to the order fulfilment process as fortunately for us, we were not in a hurry.
During delivery of the items the delivery company had damaged our newly refurbished staircase - a staircase which was less then 1 w...Read more
eek old. The delivery driver had the audacity to tell us that this was already damaged prior to them making the delivery. I had chosen not to entertain an argument with the delivery company believing that DeRucci would address the issue on our behalf. Initial reaction was very supportive from the Castle Hill store indicating that we should send pictures of the damage and they will discuss with head office on next steps. The next day they had asked us to reach out to the delivery company directly as they cannot get involved between us and the delivery company. To add salt to the wound they requested that we prove that the damage was caused by the delivery company. I reiterated the point that the delivery company is a service provider chosen by DeRucci to make deliveries on behalf of DeRucci therefore they should deal with the dispute and not expect me to deal with THEIR chosen service provider. Based on other online reviews it seems that the issue of the delivery company damaging customer premises and the way it was dealt with by DeRucci seems to be recurring theme. To date they are not willing to intervene on behalf of us even after we have spent to many $$$ with them. An extremely disappointing and dare I say shocking experience. I would certainly caution anyone looking to purchase from this retailer to STAY AWAY !!!! It seems that their approach to business is: once they have your $$$ they do not really care what happens thereafter.Similar opinion? Write a review on ieatwords.com.au!
Top quality, smart products
I am impressed with the bed frame and bed sides purchased from DeRucci. Smart design allowing troubleless assembly from my personal experience. Easy attachable fabric cover that can be removed for washing. All washing accessofies (protective begs and belts) are included in the package. Flawless manufacturing - not a minor defect was found. And looks great!
1 comment
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4.8(559)Helpful staff, nice service
I am very impressed with the staff in Castle Hill DeRucci, the knowledge and sincerity is welcoming and refreshing. I went into the store just for a look, but Shannon's honesty and warmth has inspired me to DeRuccify my home.
1 comment
Scott Q.De Rucci
Thank you Anna! Enjoy DeRUCCI products in your home.
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The reviewer stated that an incentive was offered for this review
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Non refund of deposit - Castle Hill
We paid a deposit a while ago for a bed. We were told to put down a deposit to secure a 40% discount, we were told the deposit was 100% refundable if we changed our mind. This was also on the invoice. We returned to the store about 4 months ago to request the deposit be refunded. We were told that the sale girl has left de rucci and taken the cash however they will check with head office and would be in contact. After many phone calls and emails we have yet to receive our deposit. Business is based on trust, this is on the verge of being broken for us... given how small the amount is...
1 comment
Scott Q.De Rucci
Hello Jen, can you please provide your invoice number and full name in a private message. We will follow up this for you ASAP.
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LongSydney, NSW
- 4 reviews
- NSW, Castle Hill
- Verified customer
Shocking Customer Service & even worse Delivery & Installation
Wow .. where NOT to buy a bed from! #DeRucciAustralia @ Castle Hill. I purchased a gorgeous king bed frame & mattress for our Master bedroom at DeRucci Australia on 24 June. Finally part of our delivery comes last night for what we were told a 11 Sept delivery. I waited around ALL day, they hadn't told me a delivery timeframe so I ring at 2:40pm to ask when are they coming - I get told after 4:30pm.
Ok so I make sure I'm home. I ring back at 5:17pm and ask are you sure they're coming as I don't know of too many delivery companies who deliver...Read more
past 5pm. Yes they are still coming. So finally at 6:20pm they arrive in the dark. What follows is an absolute shocker. First, they allow the big boxes to just fall on their ends with momentum and hit the concrete drive that they are parked down (quite an incline as ours is steep) - noone on the concrete end to catch them - what turns out to be our bed head it's box hit with such force it actually split open and I can see all the foam cracked open as well. I watch them open it and bring the bedhead into the room. They do the same with one of the base boards which results in clear obvious damage to it's end. They bring all the rest of the boxes in and proceed to put the bed together. I watch them like a hawk after the first and base box crashed onto the ground. I show them the end they've damaged and warn them to please be careful. The most sloppy careless work I've ever seen. The bed base isn't flat and "flush" with each other, the screws aren't screwed right in leaving 2 sticking out for our kids to hit against if they climb on, one part of the leather is clearly got damage on it, the leather head has two big black hand prints because they are so dirty and careless, they don't attach 2 legs on the base and when I questioned them made some excuse why you don't need them all, a small handful of screws seemingly don't need using either, they leave their packing foam mess thru' out my garage, some packaging left strewn in the garden because it was so dark and didn't look, I refused to let them attach the leather pillows and touch the mattress with their filthy hands. We've written to Customer Service as per Company guidelines. Let's see what they do about it. I'm still waiting for the bedside tables because apparently the "ship engine" failed so delivery is much more than the 12 weeks but they wanted ME to pay for separate delivery until I threatened to ring the Head Office. They ([name removed]) finally conceded that they would deliver what they had for free and instead of charging me extra delivery for the remaining product, would cover the delivery of the remaining bedside tables at their cost. Let me also be clear, not once before their promised 8 - 12 weeks delivery time did they call to advise how things were tracking. Only after I rang at 8 weeks when I heard nothing did they respond. Do all DeRucci stores operate like this? Very poor for a high end bed & furniture retailer!2 comments
Wow .. I’m blown away at how amazing DeRucci Australia recovered in our case .. before 9am on the day I posted the review, we had the Assistant GM of DeRucci Australia call us and by 9:30am, the Store... Read more
Manager also called to promise a new bed and huge apologies. Apparently the installers had not been their usual due to over demand and we understand they will not be installing again! By the end of the week, we now have a completely new bed and we are sleeping peacefully. Thank you DeRucci .. one can measure a company by how quickly and well they recover from a mistake.Scott Q.De Rucci
Thank you very much for you updated feedback Lynelle. We are so sorry for your initial experience and are so glad that we had made it up to you. Thank you for your patience and giving us the opportuni... Read more
ty to make it right for you. We look forward to seeing you and family again in our showrooms. Have a great day.Similar opinion? Write a review on ieatwords.com.au!
Katiekellyville
- NSW, Castle Hill
- Verified customer
Perfect experience
It is a perfect shopping experience,especially Heather is very helpful and experienced. We finally got a lovely bed under her suggestion.We are excited and would come back.
1 comment
Scott Q.De Rucci
Thank you Katie. Enjoy your new bed!
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PERFECT SERVICE
I purchased dining set from castle hill store. The store manager Jessica provided great service. She is very knowledgeable about all the product. It is very happy shopping experience from derucci castle hill store. I will come back for near future
1 comment
Scott Q.De Rucci
Thank you Jing. We hope to see you again soon!
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- NSW, Castle Hill
- Verified customer
Good bed and mattress
We bought a bed and mattress in De Rucci Castle Hill store. Now we just received them and they are so...good. The sales person Heather is very patient and lovely. We tried nearly all the mattresses in the shop and finally we found the mattress which are suitable for us. We definitely will recommend our friends to buy the products from De Rucci. Very nice shopping experience!
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SuzSydney
Excellent service, very friendly and would recommend!!
I was looking for furniture and Maggie from the Caringbah store was super helpful. She is very kind and helped me find what I needed. She is very patient and answered all the questions that I had. I would recommend this store
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Scott Q.De Rucci
Thank you Alex. We are glad to hear that you enjoyed our products.