Fantastic Furniture Reviews 

All aspects were overwhelmingly negative. Very worst in decades of experience with retailers. Purchased armchairs online as additional seating was required for visitors. Delivery was 5-7 days which was vitally important. (Delivery centre approx 50 mins away.) Five days passed with zero updates. Phoned support, and after waiting an hour, hung up, headed to Chat, and waited a further 20+ mins. Support contacted delivery centre. Was told I would receive a delivery day/time that afternoon or early the next morning. Nothing. Waited for another day and went to Chat again. Support contacted delivery centre again and said I would receive an update when they were ready to send one. Rude. Also noted that delivery centre had said to hold order at 5 days and send via courier. Visitors came and went, and with zero communication or updates, on day 12, I cancelled the order via the closest store who said they would immediately send confirmation of the cancellation. They didn't. There was ZERO right about Fantastic Furniture. One star is overated.

This has been extremely distressing at a time when I’m already dealing with a significant family crisis. I ordered a desk and chair online on 17 August 2025 (Order #…02762, $345 including delivery). The same day I realised the order included incorrect items, so I called Fantastic Furniture. I was told the items were cancelled and a refund would follow, which was a relief.

That relief didn’t last. On 18 August I began receiving “preparing to ship” updates. I called again. On 19 August I called three more times and was told the wrong item had been cancelled, but not to worry—it would be fixed. Despite that, a dispatch notice still arrived.

On 20 August, when I rang the Maroochydore store to follow up, I was told they would support the return once the delivery arrived and could arrange collection if I couldn’t get the flat-packs back to the store myself. No fee was mentioned, which made sense because the goods had been sent after cancellation and were, from my end, effectively unsolicited.

After the delivery, I contacted online support to organise the return. What followed was a loop of promises with no follow-through. On 22 August I phoned online support four times and was told to expect an email or call to confirm collection—no one contacted me. I chased via online chat on 28–29 August, and again on 2 September, and I spoke to the store again. I was never given a ticket or case number, and the online and store teams kept sending me back to each other, even though this was an online order.

The final straw was being told by Maroochydore store I would now need to pay $70 for collection before any refund could be processed because online items come from “external suppliers” and the store “can’t facilitate” the return at no cost—even though my cancellation was confirmed before delivery. After nearly two weeks of calls and chats, I’m left with conflicting information, no call-backs, and a fee to fix a problem the retailer had already acknowledged.

What I’m asking for is simple and fair: refund the order in full (including the original delivery charge), collect the goods at your cost because I don’t have transport, and provide one named contact who will confirm the plan in writing and see it through. This should have been straightforward: honour the cancellation you confirmed and don’t charge customers to return items that should never have been shipped.

Order reference: #…02762 (placed 17 Aug 2025) — Store involved: Maroochydore & online (fantasticfurniture.com)

Today we received the best customer service from Catherine at Bennets Green,her product knowledge was excellent her customer service skills were second to none...
Thank you for your help and great ideas..

Tried to get a refund, online only product which cannot be seen in shop. Found out it is NOT a good product. Have to wait for tracking and delivery to return myself. Do not buy their online only products. This us dodgy.

If I could give no star I would. Don't know why they ask for delivery options they disregard. Left my order at my home with out any attendance. I gave no consent on text message to leave it and left anyway. Did not deliver on date I made arrangements. They delivered 2 days before. Gave not notice of 2 separate delivery times. Customer care are useless no help at all. Truly spend a bit more money and go with a provider with a lot more care. Cheap product, cheap service, all round extremely bad experience.

YOU PAY PEANUTS, YOU GET MONKEYS!

Be very careful with Fantastic Furniture, they play the rules their way or no way!!!!!

I have had a terrible experience having purchased a Launceston desk, it arrived scratched, with missing screws and total misfits of bits that were needed for the assembly - which by the way, took a staggering 8 hours and cost me an absolute fortune to assemble!

The situation was escalated to a gentleman called Josh Morar - Head of Retail Operations Support who was extremely arrogant, rude, totally condescending and quite frankly should be Head of My Toilet Bowl for all the customer service skills he has!!!!!

When I told him that an item of furniture should not take 8 hours to put together without any prior warning, he responded 'it's flat pack furniture and I can't find any reviews for this product so cannot check if anyone else has experienced this!!!!! Guess what I found:

Review by Mrs W. on 23 Apr 2025 on FF website:

Love this look but it took 8 HOURS to assemble!

Mr 'Head of My Toilet Bowl' is clearly blind as well as all of the above:

Furthermore, when I requested a recording and transcript of our telephone conversation he advised that I had called him back on his personal number (which was the number he called me on - see above) out of hours and therefore no recording was available - how very, very convenient - not dodgy at all!!!!!

He called me at 16.50 on Monday 5th May (Labour Day!!!!!!), which I told him that it was not convenient for me to talk, he then called again the following day at 17.51 - I missed the call so called him back on the mobile number above at 18.38, which is why the call wasn't recorded!!!!! Incredible!!!!! Lets see what Data Protection have to say about this!

Eventually they agreed to give me $200 compensation but I have never received it, nor do they reply to my messages!!!!! Their customer service and manners are as bad as their product's quality - ABSOLUTE SH!T!!!!!!

Another item I purchased at the same time as the desk claimed to have been delivered to my home but I never received it, eventually after weeks and weeks and weeks I finally got my refund. They try it every time!

What is it they say - you pay peanuts - you get monkeys!!! Our Mr 'Head of Toilet Bowl' wasn't even a monkey, more a baboon!!! LET'S BOYCOT THEM!!!!!!!!!!

Steer clear of them - Ikea are much more customer focussed and their products are much higher quality than these clowns!

Rip off customers two weeks still no refund costing me hundred in days off work and lack of refund

What junk they send. Purchased a few items, cheap and nasty. We paid over $450 for a wardrobe that was faulty. Nasty chip board, with pre drilled holes way too big for the dowl to fit properly. Customer care is about the same quality as their furniture... CRAP. We paid $354 delivery for 4 items, all crap.
Never again, TEMU would have been better!

Fantastic Furniture supplied me with a bed frame with no assembly bolts. They will not supply me with the specialized bolts so we can assemble. The bed is useless without these. Do NOT buy from them. They stonewall you if you have a question or compliant. Buy elsewhere or you will share my pain. Worst customer service in Australia hands down.

Their products always have defects and the customer services doesn’t help at all just said “ok return to the store” couldn’t send a couple of missing parts and pretend to make us take apart all furniture again(second time)

Went into the store last week, looking for lounges, was not acknowledged for the 10 minutes I was looking around the store until I went looking for a staff member and asked for assistance. Bought a lounge, got it delivered no dramas there but when it arrived the colour was way lighter than I expected. So I called and asked whether I could swap it for a darker one. Was told there were no refunds or returns for ‘made to order’ which was disappointing as I was not advised that it was made to order or that there were no refunds or returns when I purchased the lounge. Asked to speak to customer service numerous times but was never contacted. Be careful and ask this when you buy something from there, as I now have a lounge that I’m not happy with and am stuck with it. Will never buy from again.

Why don’t they reply to customers care at ALL?? Every single review I’ve seen is that you can’t get into contact with customer care and when you do they’re not helpful and rude. I’ve been waiting for ANY help for weeks on a question I have about a lounge that I’ve ordered and no one will help. Literally DO NOT BUY FROM THEM. All you’ll have to deal with is stress. They’re the worst!

My order number is 8880019156791 if any of them bother to help me, they only help after you post on here. Never when you send an email.

Bought a beautiful 5 piece corner lounge 5 weeks ago unfortunately when it arrived yesterday the 2 seater was a little longer than we measured
Oops.
So I called Sam from the Taren point store straight away and explained my situation and asked if I can exchange the 2 seater for a single lounge chair same style etc, Sam was so helpful he asked me to measure the area of my lounge room so the new chair will fit , nothing was an issue for Sam.
We are so happy, and Sam’s customer service is impeccable
Thank you again Sam , and I love the fact that Fantastic Furniture have this wonderful policy for their customers I have bought quite a few pieces from Fantastic.
I will be back
Thank you

I would first of all like to say thank you to Kenny at the highpoint store for his assistance on a sideboard that I purchased ,when it arrived was opened and found it damaged ,very well mannered, polite and was able to resolve my problem

NOW as for customer care I tried on 3 different times to call waiting on the line 45 mins only to have someone answer and in speaking 3 words phone went dead ,i rang back only to be waiting again for 35 mis so I ended up hanging up ,tried again another day and they called me back on talking to this CC person I told him that there staff had been out to pick up the broken item ,cut a long story short he said no one from FF had been out ,I ask him are you calling me a liar ,of coarse he said no ,but he kept insisting no one had picked it up ....FF did pick it up had i have the paper tp prove it

I would never shop with this company again

The staff at the Orange store were very helpful and spent time with me when deciding on a new lounge. I’ve shopped there before and always have a great experience. The sales staff were also most obliging when I wanted to change my colour choice.

Fantastic Furniture Online Support send an email to acknowledge your request/query and then you will never hear from them again. They do not action anything because they likely don’t read your request. Let’s try calling them? Sat on hold for an hour before giving up. They owe me money for a website glitch which resulted in 2 items being shipped out to me. Their online support is nothing but a facade!

do not buy anything from this place. they are scammers ... they use to be legit but now the company just scam take people hard earn money and makes up lies and lies .. we spent over 2k trying to get a family dinner table and chairs plus a sofa..so we can sit and eat together... these guys taken my money and make up lies lies lies when i try to get a order number or proof i order... nothing just empty my acc...i call stay on fone for over an hour each time and the stuff fed me lies saying they cant do anything abt it and they can see they taken my money... and they contact me within 48hr.. thats6weeks ago.. can you guys believe it...maybe they should take things seriously...there store need to get burn down ..riping off australian familes when time are hard... but you guys dont care do you...

Not sure how you ever sell furniture. I spent time trying out a couple of lounges, while doing so I watched 2 other people in the store trying mattresses etc. 1 staff member on and off the phone the whole time we were all in there. No one approached any customer at all and we all left the store without assistance. (Maribyrnong) same happened yesterday in hoppers crossing. Will no longer bother going to your stores.

I’m extremely disappointed with your service. I called before placing my order and was assured it would arrive within 3 business days. It’s now been over two weeks, and I still have no idea where my order is.

Your live chat doesn’t work, and I’ve spent hours on hold, only to be cut off after waiting over an hour each time. My delivery was due on the 6th of May, and there has been no update or communication since.

To make things worse, the courier company Shippit has no working live chat or phone number, so I have no way to get help or track my order.

This level of customer service is unacceptable. Where is my order?