Plush

"ZERO OUT OF 5 STARS" is our actual rating - IT IS NOTHING SHORT OF A NIGHTMARE TO DEAL WITH THIS COMPANY NOW OWNED BY THE STORE "NICK SCALI FURNITURE". We ordered 3 expensive electric sofas in July 2022, they arrived November 2022- all 3 sofas had issues, cracked feet on one, electric footrest was out of alignment even scraping along the floor on one side, the other sofa's backrests were not uniform with the other 2 sofas with huge gaps between the headrest and backrest. On 22nd Nov 2022 I emailed photos and since then have exchanged 18 emails between us and Plush Bundall Store. I made more phonecalls than I can count! We have never been treated so badly by any other company! They have sent multiple technicians and this is still not resolved as of 13/09/2023! We had hoped this would all have been finally resolved on the 18th of August 2023 when they delivered 2 new replacement backrests, however they were the wrong size, shape and colour shade is different! (Photo attached). That was practically a month ago, now we cannot use our sofa as the backrests and headrests have been taken away a week ago. The manager PROMISED to have them back to me today, in time for pur family visiting from interstate for the holidays, but I just received a text from "Plush Service" they are scheduled for delivery 20th September! This is totally unacceptable! This saga of customer neglect has been going for almost ONE WHOLE YEAR! So after being EXTREMELY PATIENT I am now writing the review this company have earned for themselves and people need to be aware of what is going on!

Very sad that they don't respond to warranty issues until ACCC involved, should have read these reviews 1st and shopped at Harvey Norman

The stress of sofa shopping for the first time in 20 years was very much eased with the help from the Plush Bundall team. I visited the store on multiple occasions, receiving excellent customer service from several different staff members. In the end, Hanna helped me with the difficult decision of choosing a fabric that was durable, yet comfortable, and fingers crossed, resistant to the feline family member’s claws. Never pushy, the whole team have mastered the art of empathetic and respectful customer engagement, creating a relaxed environment in which to shop. They know it takes time to consider the many different styles and test the comfort level of the beautiful range of sofas and fabrics. I found the style and configuration I liked at another large retailer but the fabric choice was limited. Yet another major retailer seemed to have an extensive range yet I found the warehouse style of throwing the furniture all together both uninspiring and overwhelming. Walking into Plush after that was like walking into a calm oasis. Staff were upfront regarding the long delivery lead time but after 20 years I told them a few more months won’t be a problem! Can’t wait for my “Alana” modular chaise sofa lounge with ottoman to arrive!

Honestly one of the worst distributors to deal with post sale.
Product had major faults appear in first 3 days, which were all communicated in accordance with their return/refund policy.
Staff are incapable of making determinations and incapable of providing information.
ACCC now involved, and only just being to see progress.
They'll attempt to ignore you and push responses outside warrantee times.keep records of all communication.

No need to reply plush, I'm already emailing and direct messaging you.

3 months after purchasing couch, its balling and the back cushions are rolling from the back to the front, exposing what we did not notice when we purchased the back of the cushion has a cheap black fabric lining of the cushion. 《This is to save on their fabric)
After Plush inspected there suggestion was buy a de pealer and the back cushions well bad luck.
Very very poor quality and customthe er service such for there warranty.

No delivery but finally got a refund of our deposit. We are not the only ones that had delivery & communications issues. Hopefully they get their act together. So, Before you go, do yourself a favour & check the current reviews, lots & lots of angry customers at the moment. Very poor communication.

Sales. Wonderful lounge showroom on Bundall Road with pretty good parking. What a great range of very comfortable armchairs & lounges and at last we found 'the one'. The best part was that we chose the fabric and style. Exceptional no-pressure service from Kassiah who has been so helpful and knowledgeable dealing with our many questions. Thank you.

I bought the Dex 2.5 sofa bed lounge from Plush at BUNDAL in 2021. The main thing I was looking for was an extremely comfortable, long lasting good quality sofa bed mattress for when friends and family members came over to my apartment to stay.

Well for the very first time in 2022 my son needed to stay at my house for some weeks as he was looking for a house to rent here on the Gold Coast and things were very difficult for him due to the rental crisis here.

Well I can say in all honesty I have never given a bad review to any one and I also do not like doing it. However the DEX 2.5 sofa bed lounge would have to be the most uncomfortable mattress both I and my son have ever laid on. Both bars under the mattress are easily felt and it’s as if one is actually laying on the metal bars with no protection. All you can feel when laying on the mattress are the bars digging into your shoulders and back.

When I was in the Plush showroom in 2021 I asked to lay on the fold out mattress because I specifically wanted a superior mattress where you would especially NOT feel the bars from underneath. Well the showroom sofa bed mattress was very comfortable and you could not feel the bars underneath. So the sales representative convinced me that this was the sofa lounge for me. I have to reiterate that I was buying a sofa bed lounge purely for a superior quality mattress! One has to wonder why the showroom sample mattress is so comfortable and then when the sofa bed is being made overseas for some months, what does actually occur with the manufacturing of the lounge/mattress for it to be of such poor quality and discomfort when it arrives in Australia!

I can honestly say I would equate the experience of laying on the DEX 2.5 sofa bed mattress as being no more comfortable than when in the 1970’s my brother and I would pitch our tent on the front lawn of our childhood home and sleep in a sleeping bag on the hard grass!

After trying to sleep on the DEX 2.5 sofa bed lounge mattress which is nearly an impossible task due to the bars digging into your back, you get up in the morning with a sore and aching back!

I have never been so disappointed with a sofa bed lounge and I may as well have bought a cheap $200 sofa bed lounge from a second hand furniture shop rather than a $3,500 one! After one night on the DEX 2.5 sofa bed lounge there is no coming back for a second night due to the extreme discomfort of the bars under the mattress digging into your back! And I would also not subject my guests to this torture of a second night!

I am so upset that I am going to sell this lounge and search for a high quality comfortable sofa bed lounge for when at the odd time unexpected guests and family members need to stay the night.

Meanwhile my son has spent money on a motel where at least he can get a comfortable night sleep!

BUYER BE WARE! I will never shop at PLUSH again because you just can’t be assured of getting the same quality product you order, that you’ve previously tried out in the showroom! A complete waste of $3,500!

Melissa Woods

Wonderful lounge showroom on Bundall Road with pretty good parking. What a great range of very comfortable armchairs & lounges and at last we found 'the one'. The best part was that we chose the fabric and style. Exceptional no-pressure service from Kassiah who has been so helpful and knowledgeable dealing with our many questions. Thank you.

So my parents bought some chairs from these guys. Three and a half years later the chairs have distorted out of shape. Plush sent their experts who decided my 80 year old parents sit funny on their chairs and that’s why the foam has collapsed. Their solution - they’ll give us a new piece of foam but we pay to recover. They claim a ten year warranty but only for people who sit straight. Don’t buy from these guys they don’t honour their promises.
UPDATE: DISAPPOINTING nothing useful to report. Their promises to ring and sort things out are as useful as their warranties. They don’t honour either. No follow up after some poor employee rang me only to say they would get back to me, they didn’t. There is no point in buying from Plush if the warranty is important to you. I still have parents who can’t comfortably sit in their chairs. I would buy elsewhere.

This place is a nightmare of disorganisation and I’ve never regretted dealing with a company more. Perhaps we should have read more reviews.
Lounges 3 months overdue. Finally receive insurance emails demanding remainder of payment by 9am Tuesday or they would not deliver Thursday. So here we are, another day off work. No calls with arrival times and store can tell me nothing. Go somewhere else, anywhere else.

Placed an order with marcus at this store in July, told him we wanted the same orientation as the floor model, signed paperwork confirming chaise on right, advised couch to arrive late October, early December it gets delivered and chaise is on the left.after multiple phone calls with plush bundall, promised call backs that never happened and dealing with tammy who pushed back and placed the blame on me saying I agreed to this orientation.only solution to give couch back and get replacement in “16 weeks” - what a joke! I’m going to call head office, hopefully it’s better dealing with them.would not recommend purchasing from this store.

Had great pleasure in purchasing my new lounge and armchair from Plush Bundall Store. Truely a wonderful experience thanks to Hanna a brilliant sales lady. Her caring attitude helping me purchase after a terrible experience with a large company recently. Hanna really knows her job and never at any time was there any pressure to buy. Thank you Hanna for helping me with my purchase, can’t wait for it to arrive.

So happy that my husband and I walked through the doors at Plush Bundall for our new sofa. Hanna was extremely helpful and knowledgeable. She guided us to the perfect sofa for our space. The store is beautifully laid out too so it’s easy to try all the different ranges.

Marcus from Bundall was fantastic, he was very approachable and helpful with everything we needed. Cant recommend him enough, thanks.

Do not buy from this company. We received an email requesting payment and confirmation of our delivery date which we did. Within 1 hour of receiving our payment they then tell us our order isn’t ready and will be put back another week. Not sure who controls the communication but they are totally incompetent. Do not use them. Only giving 1 star because that’s the minimum.

Superior customer service and their knowledge of the products was very impressive. Would highly recommend visiting this shop if you are after a new lounge! Happy people, happy place.

Absolutely disgusting service from Plush! Thought we'd done our homework an paid the extra money to get a Sofa with an Amazing 10 year WARRANTY! We done all all the right things even purchased there after care pack to give us an extra 5 years cover. After only a couple of years our Leather has started to come away. I got in touch with them an they sent out a guy who was at my place for less then 5 minutes. A few weeks later I receive a phone call saying my Sofa isn't covered an it's General Wear an Tear an it's basically my problem. Buyer beware!

Our couch was delivered broken.
It took 3 weeks for a technician to come out to assess the issue. The reclining mechanism was broken. Plush informed me the expected wait time for a new part is 12 -14 weeks. I then raised the issue of the cushioning which had shifted and bulked all together. It took another 10 days for another technician to come our and assess it. The outcome of his report was that the couches inserts wernt glued properly. Plush didnt contact me, so 3 weeks later I contacted them to receive the report. They said the wait time for the new cushion inserts is 12 - 14 weeks.
I am just waiting for the next thing to break. I requested a refund which they denied as it is "fixable". I wound never recommended plush couches. They are poor quality, made in china and the warranty means nothing because it cant be fixed in a reasonable time frame. My husband has a bad back and cant sit on the couch we paid $3800 for.

Wonderful shopping experience. Cam at Plush Bundall was so helpful when we visited the store looking for a new sofa. We weren't rushed through and we were given really good advice and helpful information. Can't wait for our new modular lounge to arrive. Thanks again Cam!

I bought a quality lounge here at a great price with a 10 year warranty on the leather and frame. The Staff are great and friendly with no pressure to buy. I got mine in leather rather than the material that had it on display. I am extremely happy with my purchase and have no problems rating it 5 stars.