Plush Townsville

"Do not shop here (or any plush store). Worst customer experience I have ever had. Our sofa came months later than the date provided at purchase(12 months), and when it arrived it had a noticeable glue stain on it. The dimensions are also not what is detailed within the product guide, making the sofa uncomfortable. The local store offered no assistance in the first instance, referring me to the ‘plush customer care/ claims’ number for me to deal with (basically it was my issue). The claims department then advised me that it would be up to two weeks until I even received a phone call from the ‘assessor contractor’ who has to book an appointment with me to assess the sofa. It has already been two weeks and I am yet to receive a call from the contractor to have the assessment undertaken. Townsville isn’t the biggest place, so it is concerning that this contractor (employed solely by plush/ nick scali furniture) is so busy that they can’t even call within two weeks to arrange the assessment appointment. To me this indicates that there must be a lot of issues with sofas/lounges/ furniture that have been delivered. I payed a lot of money for this sofa & waited a long time for delivery - only to have it arrive in an unacceptable condition. It’s beyond disappointing that the local store cannot offer any help or assistant on a product which they sold me. It’s just not good enough and the owner really needs to get this issue sorted."

"Terrible experience. I understand that delays are rather normal right now & can be expected. I don't understand why the communication was so poor. I was lied to on multiple occasions, after asking to speak to the next in line about my experience I was told that they're too busy managing bigger issues. It's been 18 weeks since I placed my order with a promise of 16 weeks. After asking for my deposit to be refunded I was denied & told that is not reasonable. I'm quite certain that the couch would still be sitting in a warehouse if it wasn't for me contacting the sales team."

"These guys have been so helpful in getting us a new couch. The staff know their couches, they explained the process of how the couch is built and how it gets to our house. When we can expect to receive our couch (was longer than I expected but that wasn’t their fault, global material shortages) We bought a nice big couch and they drew a big drawing of it. Supplied the measurements and told us to measure our rooms and doorways to make sure it fits. Really thorough service. Highly recommended."

"We purchased 2 couches and both are faulty. The recliner has an issue with one of the lifts and over a period of about the repair man has been about 4 times over a period of about 12 months to replace the faulty part but they keep ordering the wrong part or the new parts are faulty. If you don't love your lounge they don't replace it. The material on my recliner is scratchy, pulling and the fibres on the fabric are breaking. I have reported that faulty fabric to plush who suggested I keep using the pilling machine which doesn't help. I had hoped to get good quality furniture for the price, but I have been disappointed with the quality and the after sales care."

"Had a great experience with Veronica at the Townsville Showroom. She took the time to help me pick the perfect couch. She even emailed me photos of different colours when I couldn’t make it in. Veronica made me feel valued rather than a pain, even when I made a mistake with my order and she had to fix it. Would absolutely recommend, plus the products are so soft and comfortable!"