Plush Furniture Questions & Answers (page 3 of 8)

Hi Paul sorry I cant help with alternatives, the reason we keep going back to Plush is because of the quality of their Sofas and their professional service.

They will not honour their warranty unless pushed by fair trading/ threats of court. This is even when they acknowledge a major fault.

I would not recommend. And I would be skeptical that positive answers are from plush employees.

Nick scali etc seem to be just as bad. I fear the quality of high street leather is all poor quality, hugely narked up chines products

Hi John C, which sofa did you get from them? How long you had it? Any issues ?

Because plush is garbage

I very much doubt the public will know.

What explanation did Plush offer when you contacted them directly?

Well their fabric expert realised we were in our early 70's and told us the chairs were silver when we received them 4 years ago and uv has changed them to a brown colour over this time. Dumbfounded we are, dumbfounded.

Shame plush shame..my husband bought me a snuggle chair and within 2 weeks use i had to get technition out as main back cushion had gone flat and dippy. Technition put more cushion stuffing in it and told me I would have to add stuffing regularly to maintain fluffyness of the cushions. WHY should this even be necessary when you spend ALOT of money for a good chair. It's a swivel snuggle chair which now i cant even sit on at all because of the frame dipping backwards on an angle when sitting in it and with osteoarthritis in my spine it's impossible and not happening. Had someone out about this to fix it but he told me i have to buy more cushions for support. Why... chair is very expensive and dip is a kink in the swivel so that's a manufacture fault, why can't I have an exchange for non swivel chair to stop the tilt backwards and NO protective spray on it to stop allergic reaction but no, we bought a faulty chair and are expected to spend more on a crappy chair, no not happening. The quality at The Reject Shop is much better and if dissatisfied with product not meeting advertised standard they'll give you a refund or exchange no problem. So now i have an expensive chair thats useless and taking up room, my kids can't even sit in it as the so called protective spray causes their skin to break out in a rash. Only good thing i can do is to put the chair out for hard refuse. My husband worked damn hard to buy the chair for me. Also customers beware in all Plush ads they show dogs on their couches but DO NOT EVER allow your dog on the couch as it will make your warranty void and useless. Read the warranty book it states damage done by animal claws etc is NOT covered and is your responsibility not theirs. False advertising ...

If you can demonstrate that the migrating cushions are different from the products' description/ store sample, you are entitled to a refund under Australian consumer law. Similarly, if a product has an issue that would have prevented you from buying it, you are also entitled to a refund. Or replacement. But I would go refund as I do not trust the quality.

Research it and good luck

Absolutely Horrific! I’ve had it for three years. Looks like I’ve had it for thirty!

Don't. The furniture is poor quality, cheaply made in China. Huge mark up. Excellent sales patter, non existant post sales.

Bad, dishonest company.

You will get the real reviews of this furniture by selecting 'lowest rating first' at the top of the page.

All the 5* reviews are from people who have been fawned over by the sales people in store and have yet to see/ use the product

I have been buying furniture for years. They think I’m gullible enough to believe...it normao wear and tear. Worst sofa ever, worst customer service ever...do not be fooled! Run from plush! (And what Duck said)

Don't buy their leather sofas, you will be both disappointed and in touch with fair trading to access your inevitable refund.

After an unnecessarily protracted process, plush eventually removed my poorly manufactured couches, the delivery man said 'peeling leather...?', I said 'yes'. He replied with 'we've collected quite a few of those recently'.

So if plush is so aware of their faulty products, why have they not been recalled, why are they still being sold and why take so long to action a clearly understood complaint....? Because they don't have any intention of doing the right thing and returning your money.

See below conversations following others' questions for the real plush experience. Dreadful company.

We have purchased a few sofas from Plush and we are still very happy. I have had an issue with our main sofa and it was all sorted through the customer service team. Before purchasing just invest time in chatting to one of the showroom staff or better yet ask your questions to the frequently asked question on the website. This Duck character seems to be a serial troller to have a disgruntled comment on everything. Has anyone thought that his comments are over the top. People can have an opinion but this is ridiculous... and before you say it, no this isn’t plush. I’m just a customer that has plush sofas and had an issue which got sorted. No such thing as perfect. Maybe it’s time that this Duck moves on with life and stops having the same copy and paste comments and give people that have constructive feedback a chance.

thats interesting aussie14 - clicking on your profile shows

- negative reviews for plush competitors
- answers on questions from 2 years ago on competitors pages telling them to go to plush instead

But no, you're definitely not a plush rep ;)

Shady profiles for a shady business.

I and many, many others agree with Duck. We even have a private facebook group gathering all the information we need to strike at once.

take that back to your boss.

I actually have the Carton in Mirage fabric. I love it. The fabric is fantastic. I used to have leather but it was time for a change and I’m glad I did. I have the electric reclining motor as well and it’s so completely comfortable. Don’t think you will be disappointed as I wasn’t. Great sofa especially in fabric.

Thanks for your reply, appreciate it!

Aussie14 well dodge, see above answer!

Don't get sucked into the lie that there will be no warranty. There is always a statutory warranty. Its the law. Look up Australia consumer law.

I won't bother with any of the big high street brands, plush, scali. Norman etc. Their sofas are cheaply made in china, low quality and the companies take zero responsibility for it.

Hard to find good quality in Australia unfortunately.

Duck
You seem to be very knowledgeable on Australian consumer laws and the responsibilities and liabilities of companies such as plush and other high street brands
I would like to consult you on your input to similar upcoming situation, how can I get in contact ?
Regards Cdog

Go elsewhere. Fast. Stop thinking about buying from Plush. (I am Not a compititor, just another v unhappy - ripped off customer)

The choice of leather colours can be found the the Plush website. It has been very well set up and will give you a complete picture. You also have a choice of different qualities of leather and prices are also given which is a great help.

This does not happen in our case, seems to be something i would speak to them about maybe a design issue

Hi Tony

I would advise you do this quickly - your 10 year warranty might run out by the time they ever get back to your email.

Doesn’t matter how many years of have left. Plush is terrible...good luck!

It’s junk, just a bit nchbf junk.nrun from plush!

Duck
If you need to chase up a warranty please read on, you will find this helpful, it has worked.
The first step is to go to the ACCC website to appreciate those points which are relevant to your situation. Of importance are the following points to a REASONABLE CONSUMER;
A product or good has a major problem when it has any of the following:
• it has a problem that would have stopped someone from buying it if they’d known about it
• it is significantly different from the sample or description
• it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
• it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
• it is unsafe.
There are no timelimits, and for thousands of dollars, leather sofas should last decades.
Essentially, if any of you have a wonky couch, or peeling leather, you have a couch with a major fault as knowing this now, it would have prevented you from buying it, it is unfit for purpose, not durable etc.
There are more examples on the Fair Trading websites, please check these out too.
You can also call the ACCC to clarify the law, but neither the ACC or Fair Trading can force a business to do the right thing. They can only advocate for you. If you are unsuccessful still, you can go to a civil tribunal, the links to these sites are available on the ACCC/ FT sites.
Major faults entitled the consumer to choose between a repair and a refund, this is enshrined in law.
The choice website will assist you with how to formulate an objective, articulate complaint. Use words to impress that you know the law, as it is those people who do not understand the law that are getting ripped off. Understand what the problem is, do not suggest that you are to blame (ie the dog sat on it). You will have to familiarise yourself with the plush sofa care programme. Wait for them to ask you what you have been doing to maintain the sofa and say that you have only used their products as prescribed. (Read the bottle).
I would advise you to communicate with them via email, for a paper trail, which will be required for Fair Trading or court. If there are any phone conversations, remain unemotional, take notes of dates, times and the person you spoke to, the facts of the conversation and how the process was left. Take photos for your own records.
You will have to follow up your complaint, as Plush will ignore you, trust me. Give them reasonable deadlines, let the deadline pass. Allowing them to respond unsatisfactorily, or not at all, will give your case more weighting when you no doubt have to escalate the matter.
Should a ‘technician’ arrive, remember beforehand to clean the couch thoroughly, as per the instructions. The main reason that they will deny a peeling leather sofa warranty claim is due to body oils. Every surface of your sofa should be clean and conditioned. The technician will do a spot clean of your sofa and inspect the whole thing to try and find any silly reason to blame poor quality workmanship on you. They honestly will not be able to tell how often you have really cleaned it, so if it is clean at the time of inspection and you can recite the cleaning instructions, they have no grounds to deny your claim.
Take minutes of the technician’s visit, their name, time of arrival, conversation etc.
Do not accept replacement if you want a refund. It’s your choice. It’s the law.
Do not accept repair for something that is not going to work, ie recoating peeled leather will only fail again, only when it peels a second time, you will find it more difficult to achieve the refund that you should have been offered in the first place.
If you complain to Fair Trading, be clear on your grievances.
If your claim progresses to the court, remember the following (example used – peeling leather sofa)
1. In a tribunal, you will represent yourself, and so will Plush, they are not allowed to use a lawyer.
2. Australia is hot, so people sweat, therefore any sofas sold in Australia should be able to withstand this or they should not be sold. This sweating risk should also be explained at the point of sales.
3. The risk of ‘certain medications’ leaching from your body and damaging the sofa should also be explained to you in writing, or it should not be used as a reason to void your claim. Same for suncream etc.
4. The leather technician probably doesn’t have much experience/ qualifications as they have bought into a leather doctor franchise, or similar. A judge will want to know what makes the technician the best judge of the cause of the damage, want to see their CV etc.
5. If in court, get your own independent leather inspection, from a local, established and experienced upholsterer. Do your research. If you have spent thousands on a sofa, pay a couple of hundred dollars for this, knowing that you can claim the costs back in court.
6. Civil law is based on the balance of probability, so remember that you, as a reasonable consumer, is not likely to pay thousands for something that you will then neglect in a couple of years.
7. Go to plush’s website to find claims of ‘durability’ and ‘quality’ etc that your failed sofa has proved not to be.
8. Go to their facebook site and see the adverts of dogs on the sofas. Believe me they will blame your dog for any deterioration, use this as misleading advertising!
9. Claim back any additional costs, delivery, extended warranty, your own leather inspections – as you should not have paid for these as the couch should not have been sold to you
10. The ACCC took their parent company to court over misleading customers and poor quality leather, google ACCC / fantastic holdings.

I am aware of a situation where a legitimate claim was lodged, ignored, chased up, eventually a technician arrived. Three weeks later, still ignored, Plush were contacted, and a major fault was evident, but no one had done a thing about it. Then ‘escalated’, but still no communication. On being chased up, Plush had reordered the sofa, which is a breach of the law, as the consumer gets to choose the remedy. The consumer only succeeded when making it known that they understood that Plush were breaking the law and they were going to go to court if they did not provide a refund. It took 4 months however, from start to finish.
Basically, having done much research, I wouldn’t buy from Plush or any of the other high street chains, the sofas are terribly made, huge mark up on cheap Chinese produce. And no after sales service whatsoever. Do not trust them

Before you contact plush directly, familiarise yourself with Australian consumer law, ACCC and fair trading.

Store warranties are over ridden by statutory warranties, and a couch of that age should not fail.

Look to the negative reviews here, it seems poor quality leather is common and unfortunately, those who do not understand the law get dismissed by furniture companies for having sweated on the couch, or some other natural, normal process, that the leather should withstand in the few years it has been owned, or it should never have been sold in the first place.

Happy to chat via private message, but don't get stuck into a warranty claim until you understand your rights and expectations of the process or you will be ignored/ fobbed off with something not substantiable, like you haven't cleaned the couch.

Hi Duck can you please send me massage on my phone number 0413321502

H Sid,
We have not received our sofas yet so, sorry, I cannot help. Maybe check with where you purchased?

Call the showroom - they would be the best people to advise you

Thank you so much for the quick response. I did hear from the team member I have been dealing with and will pick up the insert on Wednesday at no cost to myself.
A happy ending!
Karen N