Plush Richmond

Fantastic friendly service without being pushy. They went over and above to find the pieces we wanted.

This is the second couch I’ve bought from Plush (the first lasted 10 years, several interstate moves & pets). Both couches have been awesome, and the customer service at Plush is exceptional. Shawn from the Richmond store was lovely, super helpful and knew everything about the products.

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

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, that was two weeks ago and no one has been in touch, despite me following up twice. More of the same - placate in public, zero customer service after you have purchased.

Update as at March 2023: We have finally received a full refund and our VCAT fees, but only after being ignored and ignored until we filed a claim against Plush. If we hadn't had the tenacity to go down this road, our issue would remain unresolved. Who treats their customers like this?

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.

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.

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.

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.

We had the most wonderful experience with Emma a few months ago. She was very knowledgable and friendly showing us many options and explaining everything to us. She tried very hard to find the perfect colors and set up to suit our needs and was very patient while we flipped between decisions. She made the purchasing process so easy and even offered advice on great places to refuel afterwards. 5 stars for this wonderful young lady

Frank from Plush Richmond, was so helpful in assisting us to purchase our new couches. During Covid it has been hard to decide if we should, but Frank was helpful and able to work with us in these difficult times. Great Work from Plush Richmond.

The customer service at Plush Richmond is exceptional. The store manager, Frank, was extremely knowledgeable and sincere. He assisted us in the purchase of a modular sofa and we can't wait for it's arrival.
Thanks team Richmond!

Emma was fantastic to deal with. From the minute we walked in she was most patient, helpful and has an excellent knowledge of the products in store. If we ever need another sofa, we will definitely return to Plush in Richmond. A bonus is that our new purchase is being made in Australia and was able to be customised to meet our exact needs.

We recently purchase a Nappa Swivel Lounge chair from Plush Richmond.
Tim was lovely! Attentive, patient and super knowledgeable.
We went in to the store during Covid. All staff members were wearing face masks and there were multiple opportunities to use hand sanitiser throughout the store.
The range of Lounge's on offer was impressive and the choice of fabric options, even moreso. I did a lot of research online before visiting, however you really do need to see the showroom to see what's on offer.
Can't wait to receive our Lounge!

Frank was extremely helpful and friendly, best furniture service I’ve ever experienced. He was so kind and easy going, me and my mum are very impressed.

We purchased the Dane sofa in black ravena leather from Boston and he was a super pleasure to deal with. I was ultra fussy as we were getting a new sofa to handle the dogs and dog hair and he was very patient with us lol.

Even though my sofa ended up taking nearly 20 weeks to arrive due to Corona, the service all along the way keeping me updated was fabulous and now I sit on my new sofa typing this, I can say the wait for worth it!: D

We had a great in store experience in Richmond with Tim helping us navigate what was initially a very daunting experience. He assisted us in designing the sofa arrangement so that it would accommodate the space and our 3 young children, also ensuring we had the appropriate warranties in place just in case of accidents.

Ethan was a delight to deal with. He helped match a sofa to our taste reviewing swatches and sizes - he even laid several measuring tapes across the shop floor so it matched our living room dimensions. We'd hunted through many shops but Plush's 50% off sale, Ethan's service and 10yr guarantee got us over the line.

Truly fabulous service. Ethan was knowledgable, listened and super helpful. Seriously, I've never left a review for anything, but I was so impressed by the service and overall experience, I felt I should. Thank you Ethan.

We have recently purchased swivel chair from the plush Richmond store and got very good customer service from Ethan. Highly recommended place for all your sofas need. He was very patient and answered all our queries.

Frank's service was fantastic. All the staff were very knowledgeable and good to deal with. The whole experience was first class!