"Decent product but shocking service"

Started brightly when I bought a bed and bedhead. Without much trouble added two bedside tables the next day (post initial order).

Delivery ended in disaster when the bedhead didn’t fit through the door of my bedroom. It’s 3m long and there’s no warning about access issues.

Before I got a chance to think about the implications, the delivery men were off. Leaving the bedhead outside the house. Brilliant.

Had to wait until my girlfriend got home before I actually got it in the house.

Now after 16 days and an immediate request to exchange the headboard there’s still no resolution. This should be a simple resolution with the delivery men picking up the old and dropping off the new.

The returns form states 24 hours resolution.

Completely inept support function and after 9-10 emails with the last 3 unanswered I’m forced to write this review.

I’ve had the enormous 3 metre headboard occupying my small kitchen for too long.

Beware, once they’ve got your money, they’ll head for the hills and leave their toddler to manage your order.

"A great experience and great product"

A great experience and great product. The ordering and payment process was easy. I bought this couch online without seeing it but was really happy to find it was just as beautiful as on the website. The delivery was really quick and I was kept up to date with delivery times. Would recommend!

"In good faith, I waited from 8am-12pm today"

TEXT MESSAGE - 6/6/22 9:11am :
Hi Peter J…
It's Michelle from Brosa. Your delivery/collection window for tomorrow (07/06) will be between 8 am to 12 pm We'll send you a tracking link to give a more precise time once deliveries start. See you soon! Delivery by Brosa.
03 8001 6031
I organised my morning from 8am to 12pm - I called the team at 1pm this afternoon and spoke with Israel, who informed me the delivery time was now between 3:30PM to 4:30PM… say what? I could not go to my job this afternoon, and had to cancel my afternoon work shift.
I was on the phone with Israel, first then transferred to another person called Geiua; one hour exactly and Geiua’s manager: Ada was ‘in a meeting’ and was unable/unwilling(?) to speak with me.

We paid for the ‘white-glove’ service. I lost my afternoon work shift, and income, this afternoon.

We paid for a service we did not receive at the time BROSA set for our delivery, in good faith, I rescheduled my work-shifts.

…your own words… here ➡️

“…With exceptional customer experiences at the heart of everything we do, we seek to constantly design and deliver in ways that build trust, integrity and loyalty with the Brosa brand. This is where our incredible team comes into play…”
Peter J

"Outstanding service from purchase to delivery"

We purchased two kitchen stools from Brosa, we are so happy with our purchase and appreciated the assistance from the in-house stylists in making our decision. This advice was critical to purchasing the stools we ended up with. The delivery was so quick from time of order to arrival in Hobart. I would highly recommend purchasing from Brosa. Easy to deal with and great follow up service and quality products.

"Absolutely love me new piece of…"

Absolutely love me new piece of furniture, comfort and style all in one

"Ongoing delays with delivery with no explanations given"

Ordered a bedside table in January 2022 with estimated arrival time end April. At the time - Understandable with Covid etc. When I checked mid April by logging into my account, arrival time had shifted to end May. No email to let me know. No explanation. When I checked again late April arrival time had shifted to end July. Again no email to let me know. No explanation. When I checked again mid May arrival had shifted to late August. No email. No explanation. On 18 May I rang to cancel. Customer service fine. They said I’d get an email confirming cancellation in 5-6 days & money returned. More than 2 weeks later no email and no money. Then on 24 May 6 days after I canceled I received an email to let me know my order had been delayed and I should log into my account to check its status. I wouldn’t order from here. No emails to explain lateness of deliveries - you can’t blame Covid forever. And so far no refund.

"Products are in good quality and prices…"

Products are in good quality and prices are reasonable. Website is user friendly and hassle free when shopping online. Delivery was quick and efficient.

"Excellent Products and Service"

I am very happy with my purchase and would recommend my family and friends to you

"Not the best experience"

EDIT: Shortly after I left the below review, Brosa sent the replacement base. The delivery company had excellent communication and delivered a replacement base in perfect condition. The Espen chairs are good quality and comfortable. I have accordingly revised my star rating. The above all said, it is unfortunate that these issues were not addressed in a timely manner and that I had to chase Brosa to send a replacement. Noting other reviews here that have similar themes, I still think it is too much of a headache for me to deal with Brosa again. There are plenty of good furniture providers out there, who I'd rather support.

***
My strong recommendation is to avoid this company. I bought two office chairs and the base of one chair (the bases and seats were delivered in separate boxes) was delivered broken into pieces in a torn-up box. Three weeks later, Brosa still won't tell me when they will be dispatching the replacement chair base (despite their website stating that chairs with those bases are available for dispatch in 1-2 business days) and have not responded to my last three emails.

"Wish I read these reviews prior to wasting my time and money."

Wish I read these reviews prior to spending my money. Have been waiting two months for my lounges. Was expecting them in a couple of weeks. Just checked and the delivery date has been pushed back another two months.
DO NOT BUY FROM THIS COMPANY

*EDIT as I’m not sure how to reply to your response BROSA:

Here’s my problem.
I ordered a 3 seater, a 1 seater and two slip covers for the Palermo lounges. 3 months for the order to arrive. As I’d been sitting on the floor for 2 months, I was excited the delivery date was getting closer. Checked the order to find it was pushed back a further 2 months to late August. I contacted customer support (and I use that term loosely), for them to tell me they were waiting on one slip
cover. Despite me pleading with “support” to deliver the lounges and put the slip cover in the mail when it arrives, they flat out refused stating the couriers constantly loose parts of orders. (Maybe get better couriers?)
Due to zero common sense and understanding on behalf of your out sourced customer service based in some land far away, I got a refund. I bought a better quality lounge from a reputable company- Oz design. You want to help me now?? Shove your offer where it fits. I took my money (and happily more of it) elsewhere.