Plush Richmond

So impressed by the customer service by Simone at Plush Richmond! My partner and I were welcomed warmly and within a couple of minutes Simone had provided us with all details in an honest manner and a very friendly chat. We will definitely be returning in the future. Thank you!

Alex from the Bridge Road, Richmond store was extremely helpful, patient and knowledgeable regarding the fabrics and style of couches that we were after.She knew when to assist and when to just let us browse and experiment with all the different fabric swatches on offer.Alex went out of her way to understand our needs and help us make the best decision for our home.Thank you for making our shopping experience so pleasurable. We are very happy with the couches we bought and will definitely shop there again. We highly recommend Alex and the Plush team.

My experience with Richmond Plush can only be described as fantastic. Maxine was great to deal with from my decision making, ordering, and following through with any delivery enquiries. She was knowledgable with her advice on the leather choices, as well as very knowledgable about what furniture would fit within my measurements. Delivery was delayed by a few weeks due to customs (nothing to do with Plush), but once advised on a date and time, it was delivered exactly when I was told it would be. Thank you to the team at Plush Richmond.

Dear Plush Furniture,I am writing to express my extreme dissatisfaction with the service we have received from your company in relation to our lounge order.On the 2nd of January 2023, we placed an order for a lounge at your Richmond store which we were informed would take between 10 to 12 weeks to be delivered.However, it has now been delayed until the 1st of May (17weeks) which is well beyond the expected delivery date and has caused us significant inconvenience.We have been extremely patient throughout this process and have repeatedly contacted your store to inquire about the status of our order with no responses. Despite our efforts, we have not received any clear communication about the delay and have been left in the dark about the progress of our order.Furthermore, when we requested compensation for the delay, we were informed that the only thing that could be done was to waive the delivery charge of $95. This is completely unacceptable given the significant delay and inconvenience caused to us.We also requested to speak to the area manager to escalate our concerns, but we have still not received a call back from them. This lack of communication and disregard for our concerns has left us feeling extremely frustrated and disappointed in the level of service provided by your company.We have lost faith in your company and are extremely disappointed with the level of service provided by Plush Furniture. We expect an immediate resolution to this matter and would appreciate a prompt response to this letter by a senior manager.We paid the deposit of $2000, however we are not prepared to pay another cent until our lounge is delivered and is exactly what we paid for. The reason for this is we have know read all the negative reviews and we are not prepared to hand over any more money until we see the product because of how many people have lost their money and have had no action from this company.I would have expected better from a company which is owned and operated by Nick Scali!The lounge was delivered on 1st of May in good condition. The delivery team were good apart from not taking the rubbish. They are subcontracted by plush so don’t actually work for Plush.We payed the delivery fee even though Plush told us they would waive the fee however we would still have to pay upfront and then they would credit us with a store voucher.I would hate to break the news to you however given our experience we will never shop at either Plush or Nick Scali in future!Be up front with your customers and tell them the truth that your couch will be delivered in 5-6 months

Amazing experience at Plush Richmond with Frank assisting us. We moved 5 ottomans of various sizes around the store to get the perfect match.He is a lovely person and really knows his stuff. Great experience couldn’t recommend him highly enough.(Also glad Plush now have our preferred leather options in the range now we won’t go anywhere else!). Chris

There is large selection with most of their range on display at this allocation. The staff were not overbearing at all and gave us time to look around and try the lounges in peace. Upon purchase we were advised a 12 week wait time however it arrived within 8 weeks. Parking here is not that great as it’s on street.

We Walked into the Richmond store and was warmly greeted by Tim. Tim was so attentive, extremely helpful and a true Legend. His knowledgeable experience with the extensive range of products was outstanding and impressive. He let us look at the sofas in our own time and was not pushy or rushing with the sale process. We went in looking at two particular models and walked out purchasing something completely different and opposite to what we had in mind, but we are extremely happy with our item of choice.I would definitely recommend the team at plush Richmond for A++ experience. We cant wait until our new sofa arrives! Thanks Guys.

Do not buy from Plush! This is nothing against the staff in this store, they were very friendly and great...it's everything after this. We waited 28 weeks for our couch, and then when it was delivered one of the pieces was wrong. Have just been told we need to now wait 4 weeks for a technician to come and view what is a clear error, to then work out how it can be fixed. Which will no doubt be impossible or will require another long wait. At every stage, every conversation is met with complete incompetence.

Avoid! We purchased a new lounge suite from Plush Richmond in early June 2022. Delivery lead time was estimated to be 16 weeks - early October. Up until a week before delivery we heard nothing from them. When we hadn't heard anything about a delivery date by mid October we called to enquire. Apparently, despite having paid more than $1000 deposit, our order had not been processed and was on-hold in their system. We were at that time told to expect delivery in January. In December we were told delivery would be in February. Now it's the end of January and we're told our order might be in their warehouse in March!!! No indication how long it might take to get from there to our house.TL;DR - we will be waiting more than 9 months for our order to arrive. Do yourself a favour and shop elsewhere.Update 9 feb 23: For those wondering the reply from Plush appears to be an automatic reply designed to convince others that the business intends to do something to investigate my concerns while not actually doing anything. I provided them the requested information by email and have since seen nothing in reply.

Despite quite good customer service at the Richmond store, our overall experience with Plush and Nick Scali has been abysmal. After selecting and paying in full, we suffered a long delay before we finally received our sofa. Unfortunately, the item was not manufactured correctly. Plush sent someone to check it and then agreed to replace it. But after 6 months they had still not provided the replacement sofa. They then agreed to a full refund, but wanted to collect the sofa first. After a further 6 months they still have not collected the sofa. We have had to order a replacement piece and dispose of the Plush sofa - despite warning them several times this would happen, they didn’t even respond to our several emails or phone calls. We have now just filed a legal claim to recover our money. Be warned.Update as at November 2022: Plush responded to this review by apologising for my experience and asking me to contact them. I did this, and was told that my complaint had been forwarded to the area manager". Unfortunately