Fantastic Furniture Bewertungen 

Think twice before buying a sofa set from Fantastic Furniture!

I have been a customer of Fantastic Furniture for around 10 years, but this has been the worst customer service experience I have ever had with them.

My advice is to think twice before buying a 3-seater and 2-seater sofa as a set, even if they are the same design and purchased together. I never realised that Fantastic Furniture treats them as completely separate items because they are sold individually. Unfortunately, I only discovered this when I needed to make a warranty claim.

In my case, the stitching on one of my sofas started coming apart, and the filling inside was coming out, even though it was still under warranty. Fantastic Furniture was willing to replace the affected sofa, but only that one, not both sofas.

The problem is that I bought the two sofas together as a matching set. If one is replaced and the other is left as it is, the new sofa looks brand new while the other one, which is around two years old, has changed colour. They no longer match, and my living room will look mismatched.

I explained this concern to their customer service representative, but I felt completely ignored. The lady I spoke to did not seem interested in listening to my concerns and essentially gave me the choice of accepting the replacement of one sofa or walking away. There was no meaningful attempt to understand the situation or find a reasonable solution.

I had no real choice but to accept the replacement of just one sofa, even though I am unhappy with the outcome.

What disappoints me most is that I have been a loyal customer for 10 years. I expected better service and a more customer-focused approach, especially when the product had a fault covered by the warranty.

My advice to anyone considering buying a matching sofa set from Fantastic Furniture is to ask very specific questions before purchasing. Find out exactly what happens if one sofa develops a fault and needs replacing. Will they consider the matching sofa as well, particularly if the replacement means the two pieces no longer look the same?

I understand that the sofas may be sold individually, but customers buying matching pieces together should be made aware of the implications. It is disappointing to discover these limitations only when something goes wrong.

This experience has seriously changed my opinion of Fantastic Furniture. After 10 years of being a customer, I am extremely disappointed with both the service and the lack of consideration shown. I hope other customers learn from my experience before making the same mistake.

Wow, lots of bad reviews but I've had a great experience with them over the past few months. Delivery was fast and instructions were easy to follow to assemble the furniture. Everything labelled, no missing pieces, instructions clear and trust me, they need to be if I found it easy! Bought a queen bed frame, side table for the lounge area and desk. Delivery was fast and quality was great.

Bought large bed that arrived damaged.
courier please lost both mattresses and had to spend hours and days following up.
Fantastic furniture support team were not intereated and said its the couriers problem.
Would NEVER purchase here

2 stars because overall I’m happy with the product.
Customer service was less than satisfactory though.
My product came with a broken hinge, all good things happen.
I contacted customer service who passed my issue to the warehouse.
10 days later I finally received a response which included a condescending video of how to use the hinge with a suggestion to watch it in slow motion. The video showed a hinge that can be pulled apart, the one provided is fully attached with a rod. Separating the hinge components would require forcing the rod out, which would damage the hinge and compromise its structural integrity.
So instead of addressing the issue of the broken hinge, they took 10 days to respond and then provided a video that insinuated I was stupid without doing their research on the parts provided.
I have made a complaint which also has not been addressed.

While my complaints were ignored, once I made this public review I finally had a response within an hour of posting it.
I was offered a whole new table, which I advised wasn’t necessary for just a faulty hinge.
Upon being offered a new hinge, I also advised I ended up going out of my way to purchase a hinge myself due to lack of response and upon finally receiving a response it was a insulting video (showing me how to use a hinge with a suggestion of watching in slow motion, when in fact it was NOT the same hinge I was provided)
The hinge I received was fully attached by a rod and while the fix was easy, I would have to damage the hinge removing the rod. The one in the video is easily dismantled as the parts aren’t attached.

Fantastic advised following this I could receive a $22 refund which then upped to $30.
Or I was able to get a full refund with proof I dismantled and disposed of a perfectly good table. Because that’s a sustainable practice.

I was also advised this was purely out of “good will” and not something they needed to do even though I had to pay to source my own solution because their initial response was unsatisfactory and my complaints ignored.

At no point have they apologised for the treatment I received or the fact I was ignored. The responses were “we are sorry you feel this way” which acknowledges my reaction but doesn’t take responsibility for their actions which in turn sets a precedent that insulting customers and ignoring their concerns (until publicly posted) is their value of customer care.

Had they just addressed the faulty hinge and provided a satisfactory resolution I would have walked away. But being insulted and that not being addressed, is not okay.

Terrible customer service at the Maroochydore Fantastic store. I ordered a different fabric and got delivered the furniture with one that they just put in their initial quote as a generic option to generate the quote! Also, I wanted to order online (which would have avoided that problem for me, given I would not have to go through dealing with useless staff) and to persuade me to do it in store they said that I would get the product in 5-6weeks as opposed to 8-9 weeks that the website said. I did order in store and ended up actually getting the product in 9 weeks…! Wrong product and also delayed, and when I was calling the store to ask why the delay they repeatedly were lying to me that I would get it in a couple of days, which always proved wrong! Do not buy from them.

I bought the Niva 4 drawer dresser. I assumed the quality would be better than IKEA because of the higher prices in comparison. The quality is bad. The roller drawers slip off the rails constantly making opening and closing the draws a difficult operation. I have taken the rails off multiple times and readjusted the positioning to try and fix the problem but to no avail - the quality is just poor and not robust. For almost $550 I am pretty disappointed. If you are looking at cheaper build-it-yourself furniture just stick to IKEA.

I wanted to leave a product review on the website but it seems impossibly complicated. This makes sense as pretty much all of the reviews are positive. But trustpilot reviews tell a different story. The website reviews are probably bots.

In conclusion - Avoid.

Took our money, promised delivery, kept saying the bed was in the picking order and would be here next week. This continued for almost 7 weeks, now we want our money back!! Now they are making us jump through hurdles and still cannot give us a confirmed delivery date. Absolute false sales advice, misleading and deceptive conduct. AVOID THIS COMPANY

So again today I went to Fantastic Furniture to buy some more furniture from Alisha who as usual was helpful and again she sold me 2 lounge suits, a bed and a dressing table. She was in the shop alone and she had numerous phone calls and other customers she had to serve but she was professional as usual and my furniture will be on its way as soon as the stock is available. It’s such a pleasure going to Fantastic Furniture at Morayfield when you get such wonderful professional service . Thanks Alisha keep up the good work.

Not only did my order take 5 weeks to arrive with no updates given until I contacted them directly, but in the last 6 months, Fantastic Furniture have quickly and quietly increased their delivery prices and changed their delivery zones. This means where I live (Blue Mountains near Sydney), the delivery fee has gone from $79 when I last ordered to $139 for two items.

I understand that businesses can change their delivery fees and that costs such as fuel and delivery zones can change. My issue is that when I asked several staff members to explain exactly how the $139 delivery charge was calculated, I was given general answers about fuel costs, delivery zones and pricing changes, but nobody could actually explain how my particular delivery charge was worked out.

I wasn't asking why delivery prices had increased generally. I simply wanted to know what I was paying $139 for and how that figure had been calculated. If delivery charges vary depending on location, zones or other factors, I think customers should be able to get a straightforward explanation of how their charge was determined.

The $139 was clearly shown at checkout, so it wasn't like I didnt know before ordering but what I dislike is the lack of transparency and the fact that, after asking several times, nobody could give me a proper answer about how the charge was calculated and I was made to feel as if I should not be questioning the fee because "fuel prices have affected everyone" - Their replies were very disappointing. They told me there was a delivery fee matrix. Okay, well give me the matrix and tell me how it works in relation to how I was charged.

I will not be shopping with Fantastic Furniture again and I am considering contacting Fair Work.

We ordered an outdoor lounge setting.
3 of the cushions were the wrong colour.
A weeks worth of back and forth and my options are a $50 refund or we disassemble it and send it back for replacement.
Their customer service is terrible. Really not happy with the outcome. They stuff up and we pay for it.

Worst customer service I’ve experienced in any retail experience I’ve had. Ordered a dinning table online waited 7 days had no communication other than the delivery label being created. Contacted customer service who initially told me to wait 48 hours for a response from the supplier which I did but did not get a follow up. Spoke to a new person who again gave me the ‘wait for 48 hours for a response which after another 48 hours I got no response. Only to speak to a third person who told me maybe my delivery got lost in transit!!! I’ve waited a total of 2 weeks at this current moment for my table to be delivered after reading online that it should be delivered within a certain timeframe. I’ve got no initiative from any customer service person to resolve my issue. I will Not recommend fantastic furniture to anyone.

We were super impressed with the service we received a few weeks ago at the Springwood store...We were looked after by a lovely young lass, Meischa. We couldn't have been happier with the deal she managed for us and now we are eagerly awaiting the arrival of our furniture.

Served by customer service representative, only to find out we were provided with misleading information regarding the price and the delivery charges.
We wanted to view the product physically in the store and measure how products will fit in our space. Staff provided us with a quote and advised us it would be free delivery. Even over the phone when payment was being made, staff advised its free delivery, only to find out they have misleaded us and charged $89 extra as a delivery service. We could have picked up the goods from store as we live only 10 mins away from the store..Looks like staff are receiving training so that they can fool the customers....

Toss a coin how long it lasts. Fingers crosed

⭐ 1 Star – Very disappointing quality and customer service

I bought a Mirage Medium Firm mattress from Fantastic Furniture, and within a very short period of normal use, the mattress gradually lost its firmness and support. After lying on it for 1–2 hours, I can feel the springs underneath my body, and it has started causing back pain.

I have been trying to resolve this through their warranty process for weeks. However, despite explaining the actual problem several times, I keep receiving the same response asking for photos of a visible depression in the mattress.

The problem is that the mattress looks normal when nobody is lying on it. The issue occurs when it is being used—the mattress gradually loses support and becomes uncomfortable. I have explained this multiple times, but it feels like my emails are not actually being read and I keep receiving what appears to be a generic response.

According to their response, if there is no clearly visible depression, they cannot properly assess the warranty claim. I find this extremely frustrating when the actual issue is the loss of firmness and support during normal use.

Very disappointing quality for a mattress at this price, and even more disappointing customer service. I expected much better from Fantastic Furniture.

Based on my experience, I would not recommend buying a mattress from Fantastic Furniture.

Ordered online special mattress, didn't get any tracking after a week. CS phone was not made available so just used chat. Sent the tracking and estimate delivery time approx.3weeks. After 3 weeks, no update. Rang the freight company, no item has been recorded for delivery. Chat again with Fantastic, all you get is lip service. CS was unprofessional and sent email back with incoherent content. I replied and asked when the delivery is going to happen. Someone replied to wait a few days to check with supplier. After 3 weeks passed, still no delivery. I rang the CS number and demand a refund and finally got it. Most annoying part is bad CS and supplier; their auto email keeps sending satisfactory feedback on item and process. Trust is lost and will never buy form them again.

Purchased a coffee table, unfortunately one of the parts was broken on arrival. Requested a replacement part, however, was advised I'd have to dispose of the item in order to receive a replacement or refund. No consideration given to whether a customer could (or would want to) dispose of the item or return it to the store. No alternative options provided and none of the solutions offered by me were accepted.
This customer contributes heavily to climate change and nature loss by asking customers to dispose of entire items unnecessarily, rather than providing replacement parts or letting customers pass items on to others whilst receiving a full replacement/refund.
If you value the planet and nature, stay away from this company.

I was very pleased with the customer service, though, not so much with the customer pick up team.

I was asked for a blant "I need a signature." No please or thank you. Once I signed and returned the paperwork, again, no thank you. And immediately followed by another curt " are you gonna pick that up?" No acknowledgement. Also, not a hint of "would you mind giving us a hand with this?"

On 17/05/2026, I placed an order for two sofas. The advertised delivery timeframe was up to 5 weeks.
As of 11/07/2026—more than 7 weeks later—the sofas have still not arrived. It’s simple to do the maths: the promised 5-week window has been clearly exceeded.
I have contacted Fantastic Furniture by phone twice, on alternate weeks. On each occasion, I was reassured that the sofas would arrive the following week. Neither of those promises were kept.
Beyond giving me assurances that turned out to be false, the company has completely failed to contact me proactively by email or telephone with any update or apology. In my experience, they neglect customers once payment has been made.
Hopefully, they will respond adequately to this factual review on this site, as private communication has so far been unreliable and unhelpful. Based on this experience, I cannot recommend them to anyone who expects honest updates or timely delivery.

I'd say they were pretty good but after my last interaction and their total lack of concern or interest if I could give 0 stars I would.
I bought the Havana 3 piece in 2023.
In January this year I ripped my leg open on the handle of the TV unit as I shut the drawer.
I had to go to the hospital and get 12 stitches.
We then discovered exactly how sharp these handles are. I ended up having them sanded back and smoothed for safety.
I contacted them in Feb, emails took a while to be replied to. I asked who the manufacturer of this unit was. Again, reply took a while and finally after much toing and froing "Anthony" told me that Fantastic Furniture are the manufacturer.
Contacted them 15th Jan 2026 and find out after much back and forth on 8th Feb that FF make this product.
There was no concern regarding my injury or anything at all. My worry was if it did that to me, what could happen to a child?
Absolutely no interest at all. Could care less.
I'll never buy from them again.