Plush Sofas

Masato and the Fortitude Valley team are fantastic. Helpful, very knowledgeable and approachable. It was a pleasure to deal with them. Not to mention the fantastic product.

Terrible experience with Plush. When we bought our sofa the customer service was great but then (after only a few months of owning the sofa) one of the parts broke. After 3 months of trying to get it resolved, we paid for a replacement part. We have now been waiting another 8 months and still haven’t received the part. We have had hardly any communication from plush, no updates without having to ask. We have tried calling and emailing and just get a standard response that they will check with the warehouse and let us know. Have no idea how much longer it will take…. Wouldn’t recommend plush.

If I could give them zero stars I absolutely would.

The retail team at fortitude valley was fine, very polite and helpful. However our couch sat in a warehouse for well over 2 months and was only delivered to us after we made multiple phone calls querying its whereabouts.

When it did eventually arrive it arrived with extensive damage to the left recliner seat. Getting this fixed through Plush has been a nightmare akin to torture. There have been two instances where pick up drivers have not arrived at all, and given that Plush allocates 4 hour windows this means that close to the entire day was wasted twice, and the couch is still yet to be picked up.

Further to this they have quite possibly the worst communication out of any business I have ever dealt with. Getting someone on the phone is like pulling hens teeth and God forbid you miss one of their calls. Because irrespective of if you call back in 5 seconds, 5 minutes, or 5 hours you'll likely receive "we're sorry, there is no one available to take your call" message.

Regrettably when you do eventually get to speak with a customer service representative, while polite enough, they are next to useless. However given the lack of communication with consumers, I wouldn't be surprised if there are failings in the internal communications of the company. Any conversation just feels like a waste of time for everyone.

I'm a pretty reasonable person, i get that mistakes happen. But the total lack of communication with consumers shows a compete lack of regard or respect for my or anyone else's time.

While the products are nice enough, this whole consumer experience has meant that I will likely never purchase another product from them.

Good luck!

Ordered 21 weeks ago. Was told 12 to 18 weeks when we bought it. Keep getting stuffed around. Extended. Extended. Etc. Found out today its at least 4 more weeks. Thats basically 6 months. What a joke. Covid/[insert other excuse]/ whatever. Dont take peoples money and make false promises. Their product seems good, but my advice is that unless its in stock, dont place an order.

EDIT 1: Finally arrived after 6 months. Unfortunately with the wrong legs for the sofa. The legs were a mixed bag of colours. They were supposed to be the same. Now we have to get this fixed.

EDIT 2: after 7 more weeks of waiting, the proper legs arrived. Correction: 1 of 4 arrived. Still need 3 more to finally get what we ordered and paid for.

Changing review to 1 star (only because zero stars is not an option).

Avoid, they are a total shambles.

Chrystal made the process of buying a lounge easy and uncomplicated. My partner and I felt like we were in safe hands and have no buyers remorse with our purchase. Thanks Crystal.

We recently visited the Fortitude Valley store and ordered the Dover II 3 seater and 2.5 seater sofas.
After visiting almost every furniture store in Brisbane, it was a pleasure to be served by Bevan. It was a big decision to change lounges and very important to make sure it will meet our needs and also fit and work with existing colours etc.
Bevan was very helpful and made it a pleasant experience. His knowledge and customer service sealed the deal on the day.
Thanks

Had such a great experience with Chrystal at the Fortitude Valley Plush store. Chrystal was incredibly helpful with helping me customise the perfect couch for my space. I'm so looking forward to it arriving. And am incredibly grateful for the lovely customer service and help I received from her that I ended up ordering the couch on the spot. Thanks again!

We originally purchased a leather couch to replace our fabric couch for allergy reasons in Feb 22 and were told that it would be ready in 3-4 months. 7 months later now, and after several extensions we still have no couch. If we were told at the time that delivery would take 7 months we would not have purchased it. We felt very misled with the purchase, and continue to put up with the allergy situation. The management can definitely do better.

My husband and I went to browse the Newstead showroom for new couches. Desiré Newton assisted us through the showroom and explained all the pros and cons of our various options. She understood the product and was able to tailor it to our needs. Will highly recommend them to anyone!

We had a wonderful experience BUYING our sofa and I posted a 5 star review for the service BUT wait till they have to deliver it. Different story. They contract it out and stuffed us around so many times. It was a nightmare as we needed to get it delivered between tenants at a rental property and they kept changing the days. Then they tried to charge us for storage because it hadn’t been delivered (due to their delays). If management of Plush cared about customer service they would address the delivery problems they have. Do not but unless you can take it home yourself from the store

We haven’t received our lounge yet but I want to acknowledge the excellent service we got from Jess recently. We were greeted and made to feel very welcome as soon as we walked in the door without being pushed. I had looked online already so it was a good starting point when Jess asked if we wanted help. She was so knowledgeable and helpful and it made it so easy to compare styles, features, sizes and fabrics. She also gave us clear and complete info about purchase terms and delivery. When we walked out I felt totally happy and excited about our new lounge purchase. The after sales email updates have also been spot on and sending the fabric swatch out with the paperwork was a nice touch. Very happy!

Awesome service by Desirè, friendly staff, clean shop and very nice furniture. Very happy with our purchase

Some really nice lounge chairs in the this store. Jessica was very knowledgeable and helpful and easy to deal with. Explaining different options in fabrics. Explaining things and going out of her way to give more info. Thanks very much

I had great service when purchasing my Zane lounge. Jessica made my experience very easy in choosing the fabric and helping with the measurements and even though the store was busy spent the time to ensure i was making a good decision. She walked me through step by step on my obligations and the support provided by Plush when paying the deposit. I felt very confident in my decision when I walked out the door.

My wife and I went to the store in fortitude valley to try out some sofas. We were met and accompanied by Jessica. Jess was attentive and very very helpful as she took note of our requirement, purpose and space constraints we were working with. Jessica helped us choose a modular sofa that would work in our space and after some further tweaks over the phone (where Jess sent us images and advice from the floor) we landed on final configuration. We ordered and set the wheels in motion for the order thereafter. A thoroughly enjoyable and professional service. Awesome job Jess. Thanks so much.

Customer service great! Store manager Sandra was super helpful, patient & gave us the time & space we needed…Nothing was too much trouble!
Hopefully lounges will arrive by the 14week lead time!

Waverley was very thorough with our purchase and made sure we understood all of the details, she gave very good customer service. OI hope that the couch lives up to her standards once we get it in a few months!

The staff, especially Sandra, were great! Helpful, knowledgeable without being intrusive. Excellent service overall. Would recommend.

Just ordered our new Calais Sofa and couldn't have asked for someone more knowledgeable, patient or helpful than Jessica at the Fortitude Valley showroom. She was great and helped us narrow down and decide on what would work for us. Thank you Jess.

It took me 2 weeks to decide on my Sofa and the first time I went into Plush at Fortitude Valley I was in there store for over an hour and returned a couple more times and not one sales person had approached me - I was ready to buy at that point - however I returned the following Sunday and was greeted by Sandra and all was restored - she was amazing and even let me have the discount form the previous week. All I need to do now is wait until my sofa is made. Looking forward to it