Plush Furniture

The technician and warranty supervisor were horrible to deal with. I put a warranty claim through on the 16th August. Couch started sagging on one side. I didnt get a response till 2 weeks later asking more questions, even though that was originally submitted in warranty claim. I waited another week later and was informed a technician will be in… Read more

touch. When i was advised the date, it stated the technician will let you know time the evening prior. How is that even reasonable for someone who works or has kids?? I called their booking team and raised concerns over the technician times. I said I can't commit to the time till I have an idea on what that looks like. They advised they will contact technician to raise these questions and concerns and call me back. I never got the call back. I got another msg saying I had to confirm 15th sept with technician, or id lose it. On the 14th September at 4:17pm I received a sms from technician, saying he will come between 7am-12pm. I had no choice, but to be available. On the 15th sept I received a call from a random number at 10:18am. After checking, it wasnt the same mobile number as technician. So I waited to receive a voicemail or sms. I received nothing. I called technician 11:30am with no answer. I then sent sms asking when he would arrive. I got no response. 11:50am I called booking team and was told technician tried calling 10:20am and left message. I received no sms or voicemail. I got told I had to re-book. Plush even sent me an email 1 week earlier saying they had a security incident. Customer orders, emails, phone and address was accessed. So it actually states do not answer numbers you dont recognise. Then to be told from the supervisor will theres nothing that can be done. Yet they expect me to send my evidence on technician not sending sms, so they can investigate for their own internal process. After that I still have to re-book again. Why do customers need to put themselves out when they try do the right thing. I had to drop everything to wait around for their technician. The least he could have done is send sms to let me know. But for plush to say theres nothing they can do and to rebook when you initially complained it would be hard to commit. Its outrageous! I asked to escalate further but will claimed he's the only person to investigate. Im considering the ombudsman. The way they handled everything, i now refuse to talk directly. They dont care about customers. Id rather correspond by email so I can record everything. They are cunning! Please believe past reviews about warranty

Absolutely disgraceful quality, fabric has pilled and has pulls all over the lounge in less than 18 months. Customer care couldn't care less and says its normal wear and tear for a 10k lounge. Paid extra for fabric care, had a service person come out and snip/cut a loop pull and was told its so common for them to look this bad. Specifically asked… Read more

in store about rub test and pilling and was assured it goes through rigorous rub tests. Have had fantastic furniture lounges of much higher quality! Will never purchase again

Two issues . I was sold a reclining leather sofa and given a QR code to purchase battery packs . When the sofa arrived 6 weeks later I went to buy the battery packs and was told don’t bother they we have worked out that they don’t work long enough… Read more

on the new models with LED lights ! Then the delivery team took another sofa upstairs and struggled . When the last worker came down I heard a bang and a curse. I thought he had dropped some and he left. I then noticed that a stair had collapsed! I have called 3 times to make a claim and dispatch says it is a priority but now 7 days later nothing from them . Very dissatisfied.

If you purchase something and pay cash for that item and it is completely faulty. Why are you not allowed to return to and have your money refunded. If any one agrees with me please let me know. Is this not black and white. Show details

Ashley did a fantastic job fixing my plush couch. He arrived right on time, was very knowledgeable, and clearly knew exactly what he was doing. He was also friendly and professional throughout the whole process. I really appreciated the excellent service and would happily recommend Ashley to anyone needing couch repairs. Great job! Show details ·  1

I cannot speak highly enough of the amazing service I received from Wes @ Plush store in Bendigo. While I simply love my Oakden leather lounges, Wes went over and above to get me the best price deal possible. After I'd purchased the lounges, Wes called me the next day to say there was a new sale and the lounges were even cheaper. Plush also price… Read more ·  1

matched for the new price and I was able to buy my lounges for an even lower price........ I mean in this day and age, who does that???? One very happy customer thankyou Wes at Plush.

We had Ashley from Plush Furniture repair a switch mechanism on our couch. Ashley was on time and diagnosed the issue and carried out the repair, he also took time to explain how it may reoccur and steps to avoid in the future. Ashley went above and beyond with some additional fixings to secure the switch and frame work. Expert knowledge and service, highly recommend his workmanship and attention to detail. Show details ·  1

8 weeks and counting for a simple recliner repair — still not fixed (03/09/2026) I submitted a warranty claim for a manual recliner mechanism replacement 8 weeks ago. A technician attended promptly, confirmed the fault, and submitted his report. After receiving the report, the warranty team advised the part had just fallen outside the 2-year… Read more

warranty window, so I agreed to pay $150 for the part — payment made immediately.

A number of weeks after payment for the part was made, I made multiple phone calls to Plush seeking a date for the repair to happen. Finally, eight weeks after the date I first lodged the claim, the technician was scheduled to complete the repair.... however, the day prior to him attending to repair the sofa, he called to say the warehouse never actually ordered the part (even though I paid for it at least 5 weeks prior). When I asked for an update or a revised timeframe, I was told "no idea."

I've paid for this repair in full and have had no sofa function, am unable to sit on the sofa, and have had little proactive communication from Plush for two months. Happy to pay for out-of-warranty parts — the problem is what happens after you pay: nothing, until you chase it yourself.

Would strongly encourage anyone considering a purchase from Plush (owned by Nick Scali) to factor in the after-sales experience if a warranty claim is ever needed.

Such a disappointing experience with the warranty claim department. At no point throughout my 8 emails and 3 phone calls was I ever told that warranty will only cover 40% of repair costs and we would be left with 60% due to the lounge being 6 years old, nor is that listed in their manufacturers warranty on their website (where it states warranty… Read more

is 10 years). After paying $75 for an independent inspection and waiting for a total of 10 weeks for a response, to be told to pay $1200 for repairs is disgusting; especially given that they said 40% was always the best case scenario. Had I had this information from the beginning, I would never have proceeded with a warranty claim and this miscommunication cost a full-time student $75 that would have really been better put towards living expenses. Do better Plush! This should be clearly listed on your warranty claim section of your website and discussed by customer service representatives before proceeding with a claim.

Absolute worst delivery experience organising the delivery. I had the same experience with Nick Scali and see its the same service centre one time answering with the wrong company name when calling. No issue with the couches, no issue with the delivery drivers. Issue is organising and booking delivery, what a horrible experience and one that will stop me purchasing items from either company again

THEY ARE DODGY, USING YOUR MONEY - AVOID BUYING FROM THEM. We were told at the time of placing an order that it will take up to 6 to 8 weeks for delivery. We are end of 8 weeks no sign of delivery. Multiple calls, emails. No one care to call back. We spent over $4K not a single communication since they have taken money. They are using customer… Read more

money for free charge for minimum 4-5 months. What if they get bankrupt? Millions in their pocket because customer can go no where to find them. I mean its just a furniture why so long to deliver and difficult to communicate.

AVOID!! Disgusting experience with delivery!! Spent over 8k on a new Lounge, supposed to be delivered mid July, we are now end of August with no lounge in sight. Received delivery date messages for 2x separate dates, took days off work to be there- nothing turned up and no correspondence. Phoned, numerous times, no call backs (so 1.5hrwait on… Read more

hold), no answers other than we will get back to you. Then I am supposed to pay $191 for a delivery ‘service’. Service being the missed opportunity here- will never go through them ever again.

Had to chase up schedule service to told local service person would ring back. Rung three days later to told no notes had been added so had to repeat the faults experienced. Was rung next day to be informed service person would attend next day. Service person arrived and spent over a hour to fault find leaving chair foot fully extended. Unable to… Read more

find the cause he said he would be back the next day. [Name Removed] turned up next day and found the issue He fully tested the features and he gave advice on use and care. He was the best experience of the whole process. Had it been just dealing with him the satisfaction would have resulted in a better score.

I purchased a sofa from the Taylors Lakes store after specifically discussing delivery timeframes with the salesperson. Delivery was an important factor in my decision because most other retailers I visited were quoting 10+ weeks. During our conversation, the salesperson confidently assured me that their sofas were typically delivered within six… Read more

weeks. He even remarked that, barring something as extreme as "World War III," I would have it within that timeframe. Based on those assurances, I decided to purchase from this store.

Now, as we approach the six-week mark, I've been told to expect delivery in around 10 weeks instead. When I raised the earlier conversation, I felt my concerns were dismissed, and it was suggested that no such commitment had been made.

I understand that delays can happen, but I expect clear and consistent communication. If the realistic delivery timeframe was closer to 10 weeks, I would have preferred that to be communicated upfront so I could make an informed decision.

My disappointment isn't with the delay itself as much as the difference between what I believe I was promised and what I'm now being told. I hope the store improves the accuracy and consistency of the information provided to customers.

We purchased a Plus My Sofas lounge for close to $6,000, making it a significant investment for our family. When the sofa arrived, it felt completely different from the display model we had tried in store. The seat cushions were inconsistent, with three cushions feeling noticeably different from each other, so this was clearly not just a case of… Read more

a showroom model being more worn in.

I contacted the company shortly after delivery and was advised that the sofa simply needed time to wear in. After six months of regular use, it remained extremely firm and uncomfortable, to the point that nobody in our family actually wanted to sit on it.

I eventually gave up pursuing the issue until I was in store with family members who were considering purchasing a sofa. After mentioning my experience, staff encouraged me to follow up again and have the issue reassessed.

A representative eventually attended to inspect the sofa. The outcome was disappointing. I was essentially told that if a sofa is too soft there are options available to make it firmer, but because mine was too firm there was nothing that could be done.

Since then, I have come across several reviews describing very identical issues with the same model, which has now been discontinued. The fabric itself has held up well and remains in excellent condition, but unfortunately comfort is the most important feature of a sofa, and ours has never matched the product we originally tested in store.

As a result, what should have been a comfortable family lounge has become little more than an expensive feature piece, as nobody actually wants to sit on it.

I would welcome the opportunity for Plus My Sofas to contact me to discuss a resolution. - EDIT Contact update from Plush didn’t actually acknowledge the issue or attempt to resolve anything so once again just great customer service!

My second purchase at Osborne Park with Rodney - and again it exceeded my expectations. I wouldn’t go anywhere else for my sofa needs. Thanks so much Rodney for making our purchase seamless and enjoyable! Claire. Show details ·  1

Technician Ashley was AMAZING! Communicative. Efficient. Personable. Offered great additional advice around the ongoing care of my product. Great work and thanks Ashley! ✌️ Show details ·  1