Gainsville Furniture

The couch is good quality as expected. The customer experience was not good.I bought a $3200 couch from Nunawading store and after 6 weeks waiting, it was delivered with some dirts and a staple on the cushion. The package wrap was teared off as it was dragged in warehouse or during delivery. Spoke to Andrea and i was advised since i bought extra protection package, they removed the hard cover and sprayed with protection layer. It does not make sense to me why they did not see the staple on the cushion while spraying the protection layer. It was obvious on the front cushion i could notice as soon as i removed the wrap. One major dirt and another small dirt i can clean with the damp clothes as advised from the staff. When i informed staff about the staple, no response back to me. It was not very satisfied customer serivice experience but the couch is good quality i believe . Would be happy to give 4-5 star if the staff gets back to me on that.

I have never experienced such poor service/or lack thereof from this company. I purchased a lounge suite at a cost of $6,400 on the recommendation of this being good quality furniture. This could not have been further from the truth in my experience. The quality was inferior as there were ripples on a few of the cushions and armrests. They wanted to send out a technician at my cost (taking my credit card details) if they did not agree. The store would not agree and with a lot of emails and complaints over 3 months they finally agreed to replace the lounge suite. When the second one arrived 4 months later there were different issues with this suite. There were a number of seams that were all crooked and I could slide my hand under 2 of the armrests. Again they did not agree about the seams and advised they could fix the problems with the armrest. I continued to contact them with phone calls and emails as I was very unhappy with their response to my concerns. Eventually after a further 3 months they agreed to refund. At no time did they take responsibility for the quality. I would never recommend anyone purchase from this company due to the quality but more importantly their lack of customer service.

Although there was a small mishap with organising delivery, the team were awesome at sorting this out immediately. Thanks to Sally and Mark for their prompt help and great communication! This was my second experience with Gainsville and won’t be the last. Beautiful modern furniture and was delivered with care!

Terrible service. Ordered a bed 3 months ago and would you believe in all this time they refuse to provide any proper update using Chinese New Year and coronavirus as an excuse for non existent customer service. It’s fine if the delivery is delayed but you should at least provide proper status updates given the premium price charged rather than just saying you don’t know and you can’t tell us if it’s 10% complete or 80% complete after 3 months have elapsed. Very disappointing.

On the 4th of December 2020, I was shocked to receive the Ottoman you see in the photos below. After calling Gainsville multiple times to seek a resolution about the stained and dirty Ottoman, the best solution they could suggest was to send me a cleaning product so I could clean the Ottoman myself. The Gainsville manager (Charlotte) was very rude, talking over me and not allowing me the opportunity to speak. She was not at all understanding of the situation and did not take responsibility for the unacceptable quality of the Ottoman. This is not what you expect from a company that prides themselves on delivering the highest quality Australian designer bedroom furniture. Poor quality furniture and shameful customer service. Shop elsewhere!

My experience with Gainsville as a company has been a nightmare from beginning to end.October 2021: Dropped over $5,000 on an Acadia couch only to receive a phone call the next day tell me the colour I selected in store was no longer made.April 2022: I was originally quoted a 12-16 week lead time. Store finally contacted me and said it would arrive in 2 weeks. I had to follow up 7 weeks later for an update.May 2022: Couch finally arrived 7 months after purchase. The support beam of the chaise snapped first time someone sat on it, rendering it unstable.June 2022: Repair man arrived on the wrong day, saying chaise could be repaired within a week or even in my apartment and someone would call the next day to organise.2 weeks later I had to call THEM to follow up on my repair. Warehouse staff had no idea what I was talking about or the issue with the order.July 2022: Chaise taken away and repaired within 1 day but no drivers so it won't be returned until the 26th despite the warehouse being 30mins away from my home.The price does in no way reflect the quality of the products or the customer service. Avoid at all costs.

Bought Rosetta king bed and got our delivery on time. Thanks to Bailey for his help on selecting the best bed for us and great communication! This was my first experience with Gainsville and won’t be the last. Beautiful high quality furniture and very happy customers.

A real shame! Always loved Gainsville but they have let themselves down badly. We spent $8k on a couch and bed, the furniture is excellent, the after service was just shocking! The bed arrived faulty, contacted them and sent pictures, service department where on to it quick, a week later nothing from the service department and it just got worse, i completely understand that covid has impacted business but that is not my problem I shouldn’t have to wait 6 weeks for you to fix a faulty bed. The good news is the bed is now fixed, when I asked for financial compensation I was told to speak to the government as it was their fault! Unfortunately Gainsville you have lost us a customer, I’m pretty sure you don’t care but you can only do this so many times!Looking at the other reviews though there is a pattern here, the general manager wouldn’t let me speak and just wouldn’t own it. I’m sure Gainsville will respond and blame covid etc we are reasonable people, I did hang up the call as it was just pointless!

Entered store two person working at front desk, they didn’t even looked at us. We ordered 5 items in June and expected to delivery in September. We ordered that time to be ready for Christmas party, today is 18th and no news yet . Called them many times their poor customer service just said sorry and told me someone from sales will call you. expecting their call for two weeks but never get a call to even explain why it happened.Never trust them when for delivery within 16 weeks, it may take even whole year.We booked a restaurant for our Christmas party. Only because we had no furniture

Not sure what's going on there. We didn't get any attention from the salesperson on the floor. Maybe we were interrupting him surfing the we? We were willing to buy there and then, but didn't think he was interested in taking our money.We did like the furniture though, so we might go to another Gainesville and hope we'll find someone who could help.