Also, I reckon all those positive reviews for Plush were written by Plush staff 
Those poor customers who have placed orders, no matter how friendly and helpful the staff are, will be waiting an eternity or longer for their furniture from China, and then the disappointment! cheers.
Several phone calls to Plush over the last two weeks and no collection of defective sofa and no refund as yet. Plush requested my bank details three weeks ago. How long does it take? How this company is still trading is unbelievable.
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Avoid Nick Scali and Plush Think Sofas like the plague! They are one and the same company and although they claim that their furniture is designed and manufactured for you, it is mass produced and cobbled together in China and is crappy. I am still waiting for my refund of a defective sofa, dimensions out, indentation in the sofa arm that was very obvious, over stuffed cushions on one side and under stuffed on the other. After months of haggles and two inspections Plush finally agreed to a refund. This was back in May, but still haven’t received my money. They don’t reply to my many emails or phone calls. Dreadful Company, both.
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Me neither. Dreadful company and non existent customer service. No reply to my six emails regarding a refund for a defective and awful sofa. If you phone them you will be put on hold for ever.
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Following Choice advise, I sent a ‘Letter of Complaint’ to Plush Think Sofas but no acknowledgement, only a generic automated message requesting information. I had been contacting their customer service for months regarding a defective sofa. Dreadful company and avoid like the plague.
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Nick Scali purchased Plush
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@lliedaw, while acknowledging Nick Scali has less than a top reputation for after sales it is unusual for most companies to ignore complaints as you have reported. Perhaps Plush has been put under the same management regime for post sales issues?
Have you gone into store to hand deliver a Letter of Complaint per your refund, and send your Fair Trading a copy with dates and the person who you served? Fair trading is unlikely to step in but if you decide to go to a tribunal all of this will be required as ‘evidence’ that you have followed the ACL to no avail.
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Thank you Phil, I have sent Letters of Complaint to this company without any acknowledgement from them until I notified Plush by email that I had lodged a complaint with the NSW Office of Fair Trading and quoted the number. Lo and behold! Two days later my refund appeared in my bank acct. No notifications or apologies from Plush though. Buyer beware of Plush Think Sofas.
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Thanks for the update @lliedaw and happy you got a good outcome. It is sad some companies make their customers jump through so many hoops. There remain a few that still don’t comply with their responsibilities unless a court action is taken so it is good to know Plush finally stepped up to complete the process.
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This related post deserves cross-linking
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We have had a leather sofa for 2 to 3 years. One arm has been pitted and we were told this was our fault, and it may well have been we are not disputing this. On contacting plush after some considerable time we were told to find someone local to fix it. I said we would prefer Plush to fix it as they probably had the matching leather.
I was then put on hold until eternity.
Help
Welcome Ax
There is another thread here that suggests that Plush are not very good at customer service. If they don’t want to serve you there is little you can do about it and, according to some, you may be doing yourself a favour by not dealing with them.
As for the matching leather you are likely making a false assumption. These sofas are made in bulk in a factory somewhere in SE Asia that is geared to building new furniture on demand. Such places (or their local fronts like Plush or Nick Scali) often warn that the exact colour you see at the showroom may not be matched. You may be asking the impossible.
As for them rudely leaving you hanging on that is common and once again there is little to be done about it. If you want to have your time wasted ask a junior staff member a question they don’t know the answer to.
My take is - cut your losses and run. Maybe get some protectors to cover the arms or change the lighting so it is less obvious. Or do as they suggest and get a local to fix it.
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Hi @Axo1otylazx, welcome to the community.
Plush is a furniture retailer and not a furniture manufacturer. They purchase the products they sell from manufacturers, and these manufacturers could be located in Australia or overseas.
Most furniture retailers can’t do repairs … but some may have repairers they use to repair their own stock. I have a good mate that used to work for a repairer in Capalaba Qld and they did repairs for a number of the major retailers in SE Qld.
It is possible that Plush could arrange the repair for you, but it won’t be in your interest as it will cost significantly more than it would if you did it yourself (they would add a mark up to the cost to organise the repair for you).
I would be organising your own repairer yourself. Search online for upholsters or furniture repairs in your local area. Alternatively, ask friends and/or relatives for any recommendations. When you contact them ask if they do collect and drop off and also experienced in leather work including matching leathers.
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Welcome to the community.
As @syncretic indicated, there was an existing topic dealing with Plush Furniture. I have moved your post there to continue the existing discussion. As he and @phb said, go somewhere else to have the leather repaired.
Search out a specialist furniture repairer and make sure that they have a range of leather tints to match the leather colour with precision. If you go through Plush, they would add a hefty surcharge on top of the repair charge.
Let us know how you go.
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DO NOT PURCHASE from PLUSH!! Waiting 8 months and still not received my chair. Customer service is terrible!!
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I purchased it instore paid in full. Told me it was at first a 4 month wait.
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So what are they saying about delivery now?
Do you want a refund? Have you asked for one?
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I just heard they are giving me a full refund. After a hell battle!!
When I first ordered they estimated a 4 month wait now it’s been 8 months and still no chair. I have nagged them everyday for 3 weeks. After then finally telling them I was going to the Ombudsman. Now I just get a phone call saying they will refund me. Still not happy about no chair but at least I get my money back. Just really annoyed me and I will only stick to Australian products from now on.
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