Natasha

Dec 31, 2024

NEVER Shop Here

I contacted this place about a bookcase. My initial conversation with Craig Mendel was excellent and made me feel like I'd made the right choice of place of purchase. The agreement we made was that I would pay a deposit, a sketch would be sent to me for approval and then after that approval had been given work on my bookcase would begin and I would pay the balance 2 weeks later. 2 weeks passed and I had heard nothing from the shop/Craig. When it came time to pay the balance I sent an email asking how things were progressing and how to pay the balance (the deposit of 50% was paid over the phone using a debit card). I got no response from the email so I called - voicemail. I left a message and sent a text - it remains unread to this day. All of this seemed really strange - who doesn't want the balance of the purchase - so I looked online at the reviews and, well, we've all read what's been written. The negative reviews accurately reflected my current experience. I called and left a voicemail asking for a refund of my deposit and giving the reason that I wasn't prepared to go through what other people had gone through trying to get their furniture completed and delivered. I eventually got a response from Craig apologising for my experience with his staff and asking if I would feel better if he took over the sale. Given that he was the only person I had dealt with and that he was the problem there was no assurance to be found in that offer. I pointed out that he was the problem as he was the only person I had dealt with and asked again for my refund. He stated they don't refund for a change of mind but could offer a store credit. I said that was of no use (if they're not going to supply my bookcase for cash it's unlikely they would supply anything else for store credit), it wasn't a change of mind it was not wanting to deal with someone who had no intention of supplying the furniture I had put a deposit on. I also said that I knew that they hadn't started work on my bookcase as I had not received the sketch of it and therefore no approval had been given and asked again for a refund with no harm done and to just refund my deposit and call it a day. 30 mins later I got a sketch texted to me from someone called Jed asking for my approval so work could start on the bookcase. Needless to say I didn't approve it. I asked again for a refund, Craig said that he couldn't give one as they don't refund for a belief or change of mind but was happy to take over the sale and could have the bookcase to the factory in 7 days or so. As the factory is not my house and he was still the only person I had dealt with (with the exception of Jed if that was a real person) I declined. I also asked him to stop gaslighting me at which point the tone of his emails changed, and became a lot more brisk and businesslike and again denied giving a refund. I ended up taking legal advice and sent a letter of demand through my lawyer. At that point Craig made up some terms and conditions that had never been stated anywhere previously - either in writing or verbally and I got 25% of my deposit back. I've reported him to the ACCC and I recommend anyone here that has had issues to do the same. They may ignore one complaint but if everyone who has had issues does it there will hopefully be an investigation. If it was possible to leave less than one star I would, but as it isn't I'll be satisfied with the details in this review which will hopefully make people aware that this is a less than 1 star place to go for any kind of furniture.