Eureka Street Furniture NSW
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Reviews
5 months and still waiting for entertainment unit
NSW, KotaraI purchased a Hamptons entertainment unit in a half price sale at the start of April 2023. Very happy with the price and customer service. I was told it was on preorder but should be available for pickup in a couple of months. Called again in July and was told that it would likely be August/September. Called again in September and was told that it was on a ship somewhere and not likely to be available for some time due to 4 weeks customs period. Really disappointed that it's taking so long just to get an entertainment unit as I upgraded my living room furnishings months ago but still waiting for this. I haven't had this sort of problem with other furniture stores, even with customised lounges that were made overseas.
Worse experience ever!Nasty person! All liars!
NSW, KotaraI spent $5579.99 for two couches(a two seater and three seater),1 dining table and 6 chairs on 16th June. They told me the three seater couch won't arrive until the middle of July but they will deliver the rest of them on 27th June.
On 27th June we only received the two seater couch,table and 4 chairs. The delivery guy told me somehow the rest of the chairs are in Brisbane warehouse.
Many days later a girl called me and told me the chairs had just arrived in the customs, she asked me can I go and pick it up? I was so confused and shocked. I tho
... Read moreught the chairs are in Brisbane apparently it had just arrived in Australian customs. The girl working in the shop told me they had them in stock that's why I bought it. She is such a liar! She will do everything just to sell the products. Anyway after chasing them for quite a long time we finally got the two chairs on 18th July. I was wondering where is the three seater couch that was supposed to arrive in the middle of July? The delivery guy says he will ask the shop to call me back. I didn't hear anything from them until 22rd July. Catherine the manager says they will deliver the couch on 2nd August. On that day I was working. My husband was home. He was in the shower plus he has hearing disability so he didn't hear the phone. The delivery guy just left. Catherine messaged me said the guys waited for 20mins and left. So I quickly called her back this time she says the guys waited for 40mins. What a load of rubbish! I tried to ring the delivery guy but they didn't pick up the phone. Catherine said she tried to call them, no answer. I was very very angry and told them I will write a bad review and call dept of fair trading. And then Catherine came up with three solutions: I go and pick it up. Or we split the delivery cost so the delivery company can come back again. Or they will ask their own van to drop it off when they are close to my house for free. I picked the last option. On 9th August Catherine messaged me and said the van will come near my house end of August. She will let me know a date. Again I never heard anything from them.
Terrible customer service. Damaged furniture
NSW, KotaraUnwillingness to replace or do anything about damaged coffee table.
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Poor quality product and service
NSW, West GosfordI purchased the Moana range table and buffet with chairs, but the actual buffet I received was different from what was shown on the website. It had unsightly black braces on the doors to hold them together. The doors do not close properly and have dropped, causing them to not line up. Additionally, the table top is rough in certain areas and has not been varnished or finished properly.
Initially, Eureka refused to provide a refund based on poor product quality. However, after pointing out that the images on their website were misleading, they
... Read morehave offered a refund for the buffet. The problem is that we would not have purchased the Moana table or buffet if the correct photo had been displayed on the website. Our decision to buy this furniture was based on a style that was misrepresented on their website. Attempts to resolve this issue have been unsuccessful, so we have to get Fair Trading involved.
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Bad after service with warranty claim
NSW, KotaraI purchased a 3 seater lounge with Chaise from the Kotara store. Was happy with the product and service to return and purchase the matching Ottoman.
I had the lounge for approximately 18 months when the timber frame started to make a creeking sound. The seating support felt like it was lacking as when sitting on the lounge you would lean into the centre. Seat cushion also lost support.
As it was over the Christmas new year period and we were moving to Sydney I decided to lodge the claim once we moved knowing they had a store in Penrith. Once w
1 year after purchase issue still not rectified
NSW, Tweed HeadsLove my buffet purchased BUT sad still a year later I’m waiting on issue to be rectified
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Sold our products we bought and paid for
NSW, Tweed HeadsPaid for in stock items to be delivered with out of stock items. When the later arrived they did not have our in stock items. Apparently they do this all the time
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Crap service once they had our money
NSW, Tweed HeadsTold one date the next day it we were told another date adding a month on. We brought 2 items but we would have to fit the bill for two seperate deliveries if we wanted one delivered earlier. To find out a delivery date and a return call, it never happened. So looks like I’ll be chasing it up
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They would get 0 stars if it were an option
NSW, DubboI will never, ever purchase anything from Eureka St again. What a nightmare.
Firstly, we went in store, were given a formal quote, everything was fine. We tried calling several times in the follow days to move forward with the purchase and IF they answered the phone, they said they would call back & never did. When we finally spoke to someone we mentioned that we had called several times and had left several messages for Sandy to call back and the employee commented that she was known for not returning calls.
We eventually had to go back to
... Read more the store ourselves one and half weeks later to physically place the order the order in store. While there, Sandy advises delivery will be on the 13th & they will 30 mins prior to delivery. We pay for delivery at the time. During this interaction of ordering & paying, Sandy is on shift with a new employee. When the new employee pops out the back she says to us “I hate working with new people, she’s a lovely person but it’s hard work” which seemed bizarre. On the 13th we call to see if we can get an estimate for delivery (we are working). We are told it won’t be the 13th, but the following week (20th). On the 20th, we call for an estimate. We are told it wouldn’t be today. Chris advised that delivery would be on the 24th. We explain that we had booked this in advance and were told it would the 20th, after being told the 13th. Chris advises that if Sandy has booked it in, it will be delivered on the 21st, in the morning before lunchtime.
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Got the runaround with pre ordered item
NSW, RutherfordWent to the store in Rutherford NSW just after lockdown was lifted in early Oct and found an item in the Rutherford store that would just fit into a small space in the powder room. Approached team members and were told it was a discontinued item but they said they can still order it for me. I was told that delivery will be in November. I said if it was discontinued perhaps they can sell me the display item but team member checked with manager and Manager said no which was fair - I guess I can wait till November. Ordered the item over the phone
... Read more and paid for it and asked again if the display item can be sold to me and I would pop in and collect it right away - once again I was told no. They ordered the discontinued item for me anyways and was advised delivery will now be in mid December. I waited patiently and followed up with the progress via email but received no reply. Rang the store and spoke to three different staff members, the first one said it was definitely in the country and it was a matter of time they’d be in the warehouse and they will let me know. One week has passed, no phone call or email. Rang again early this week and spoke to another staff member (name can be provided) and was told the manager was on holidays and she was more than happy to help with my enquiry - I explained to her about my concerns as the item has now been taken off their website and if I could buy the floor stock item. She replied that usually happens on first come first serve basis and they couldn’t just release the item to me. She said she would call me back in the morning with some answers and came midday the following day, no phone call and I rang back to speak to another staff member and she apologised that my phone call was not returned and she would call me back shortly. She rang back and after some investigation on the progress and the whereabouts of my ordered item, I was advised the item has been discontinued and no longer available. In the meanwhile the floor stock has now gone to someone else when they could have had sold that from the very beginning to me when I was at the store back in October. During all correspondence I was asked on four separate occasions if item is to be collected in their warehouse when from the very word go I had mentioned that I would collect it at Rutherford store/shop. One wonders if this request was even recorded in the system The last team member was very apologetic and offered me a refund which was done right away over the phone. Very unhappy on how the whole thing was handled from the beginning. I was obviously wasn’t good enough to purchase the display floor stock back in October. I had a really bad feeling when I ordered the item in October at the Rutherford store over the phone when they keep repeating the word “discontinued” to me. Ps all team members and manager’s name have been withheld
Rubbish furniture!!!!!
NSW, TuggerahThe lounge I bought is partly made from cardboard, very poor quality, I wish I hadn't bought from there.
The lounge also looks like floor stock.
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Shocking customer service faulty products
NSW, RutherfordPurchased Memphis two and three seater sofa. Only to find after 3 months we were sinking into the centre of both sofas and the foam in seat cushions had gone flat. This made to sofa look like it was years old. Jeanee the Manager in Rutherford store was rude and not interested in my complaint. I was told I must follow Eurekas procedures. Which is they offer repair first which I was told they are well within there right to do so. Upholster came to my home to access, low and behold it was faulty needs to be repaired. The upholster advised this was
... Read more the 4th repair he had done on this sofa range. So they arranged for a removalist to take both of my sofas away to repair. After a week I had to contact the unhelpful manager Jeanee for an update. Surprise surprise the sofa was to be delivered at the convenience of the delivery firm!! This progressed to a written dispute with Michelle Bryson an aftercare customer consultant, the sofa was delivered on a day that would suit me the customer. I explained to Michelle Bryson from customer care I wanted to further my complaint. Hard to believe this but she told me to write my complaint on the complaint section on the web site!!!! Even though Michelle Bryson email signature reads after care consultant !!! Needless to say Michelle never even replied to my last email!!!! Both of my sofa are not fixed!!! I have sadly made another purchase from Eureka Rutherford before I knew my sofa was faulty, I bought farmhouse table n chairs and buffet. Only today reading on product view have I learned I need to use bees wax on this furniture, Jeanee the very unhelpful manager failed to mention this at the time of purchase. Please do yourself a favour do not purchase from Eureka Furniture. There is no customer care.
Hi Clare
We are sincerely sorry that you feel this way.
... Read moreIn all honestly, we have only tried to resolve this for you from the beginning. All our products come with a warranty, and with larger items such as lounges, that warranty includes repairs. Just like a fridge, washing machine, TV, car etc., a very small percentage of the products we sell may require a repair. This is why warranties exist in the first place. Also, occasionally parts are required, which is why there may be wait time. We're sorry this was not handled to your satisfaction. We use local delivery carriers for certain regions and sometimes we have to work with their schedules, but we never force a delivery on a customer. We always try and work out a suitable day for all parties where possible. Regarding the waxing of your timber table; all timber needs waxing, regardless of where it is purchased. This is not a requirement unique to Eureka Street, it's simply the reality of owning timber. Similar to how leather needs conditioning and fabric needs washing, it's just what is required when purchasing a real, natural material. If you prefer to own products with less maintenance required, in future we recommend purchasing veneers or synthetic products. Kind regards Eureka Street FurnitureFind out how Eureka Street Furniture NSW compares to other Furniture Shops
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Very poor customer service,
NSW, Tweed HeadsI have been into the Tweed Heads store on at least three occasions to look at the Bangal dining table bench and chairs. I was always met with staff that were not helpful nor did they seem to want a sale, they could not explain refunds delivery or how the viewing of furniture worked out of the Brisbane factory due to it being live edge timber the tables would all be different.
Today Beth was extremely rude serving another lady taking her cash money and trying to talk to me across the store when I told her I'm happy to wait just serve the lady in
Hi Kirrinn - we're so sorry to hear about this experience in the Tweed Heads store. We will pass this feedback onto the Regional Manager and the Store Manager for review, so we can continue with train
... Read moreing and improvements. We will also pass on the positive feedback to Gary at the Bundall store. We're glad to hear we were able to help you in the end. If there's anything we can help you with, please let me know.Thank you for the reply Luke, yes I hope this is followed up and saves the next customers a trip to Bundall when they live in Tweed Heads.
Please note that I had the wrong name on my Review I have now being made aware that it was Beth that was unable to help me purchase the large Bangal Table Bench and 4 chairs.
My apologies to Kate.
Utter garbage, avoid at all costs
NSW, TuggerahHaving been extremely happy with the service I received at their Tuggerah store, I was dismayed by their complete lack of accountability when the arm of the almost new $1200 sofabed snapped because I put minimal pressure on the arm while bending down to pick up a book. After placing a request for repairs, ESF claimed the arms of their couches are not designed to take ANY weight.
Go elsewhere …
... Read moreHi Tracey
We're sorry you feel this way - though I would like to clarify. We maintain that the arm-rest in any sofa, from any retailer, is not designed to take excessive weight. We could not provide y
ie. “Our furniture is rubbish and we have no shame in selling such a substandard product.” I merely asked for you to repair the arm and you refused.
To not have a standard for weightbearing is lazy
... Read moreand unsafe. I have no idea how one is supposed to unroll and roll back up a sofabed mechanism without at least balancing a hand on the arm.
DO NOT PURCHASE THE BENGAL RANGE
NSW, KotaraPurchased two items from the bengal range totalling over $1600
after knocking back three products due to extremely poor workmanship, I took the last offered product home and found chips in the furniture, runners made to sub standards and drawers do not open and close on either item.
When taken up with the store they offered a $140 refund, spoke in circles and made life extremely difficult.
I would not reccomend buying anything from Eureka street furniture or even trying to return it.
Hi Charlie
It saddens us to know you feel this way.
... Read moreWe'd be happy to discuss this further - from what we can see, we did offer replacement furniture, not just $140 on it's own. Was there another outcome you were looking for? I might add, that the Bengal range is not designed to be perfect, as it is completely rustic and is made from recycled timber. It is our most popular range for this exact reason. I have this exact product in my home, and have had not one issue whatsoever. We are a little confused, is that this is also reflected in the display stock on our show-room floors. We did not offer you anything that you did not already view. We have many other ranges that are much more refined, modern, and come with perfectly flush drawers with German extendable runners - of course, these are at a higher price point. Happy to discuss further if need be. Kind regards, Eureka Street Furniture.Details
 Eureka Furniture QLD, Kawana4.8(205) | Eureka Furniture QLD, Helensvale4.6(153) | Eureka Furniture QLD, Toowoomba4.6(141) | ||
|---|---|---|---|---|
| Category | Physical Shops and Furniture Shops | Physical Shops and Furniture Shops | Physical Shops and Furniture Shops | Physical Shops and Furniture Shops |
| Type of Furniture Offered | Bedroom, Dining, Living, Miscellaneous, Office and Sofas | Bedroom, Dining, Living, Miscellaneous, Office and Sofas | Bedroom, Dining, Living, Miscellaneous, Office and Sofas | Bedroom, Dining, Living, Miscellaneous, Office and Sofas |
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Hi Lyn - we're sorry you feel this way. Would you be able to provide some more details so we can follow this up? We do have a dedicated After-Care portal where you can submit any issues or quality con
... Read morecerns. Once submitted, someone from the team will get in touch by phone or email in 3-5 business days with an outcome. You can find the portal here: https://eurekastreetfurniture.com.au/after-care