mcphails.com.au Avis 

We spent over $20,000 on furniture for our brand-new home, so we expected much better quality and customer service.

After just 8 months, our armchair broke, and McPhails have refused to cover it. We also lodged a stain claim through Guardsman for our lounge, and 4 months later, they are still waiting on McPhails to provide the necessary cleaning details.

The customer service has been extremely disappointing. Responses take weeks, and there seems to be little willingness to help resolve our issues.

For the amount of money we spent, we expected quality furniture, proper support and a much better after-sales experience. Instead, we have been left chasing answers and dealing with unresolved issues.

What makes this even more disappointing is that we previously recommended McPhails to other people based on our experience purchasing from them.

Unfortunately, our experience has completely changed our opinion. We are highly disappointed and would struggle to recommend McPhails to anyone based on the way our concerns have been handled.

I purchased a Tallboy from McPhails and it arrived faulty. The drawers don’t close. I contacted them immediately and the sent me instructions to reset the runners, which I did (even though brand new furniture shouldn’t need adjustment to work properly). The reset didn’t solve the issue so I contacted them again and they asked for a video of the fault. I sent them a video and they eventually replied offering me a store credit if I agreed to keep the faulty furniture. I don’t want faulty furniture nor do I want MORE faulty furniture. I requested a refund in accordance with my rights under Australian Consumer Law. They have stopped responding to me, refusing to speak to me on the phone or via email. I cannot get them to take back their faulty furniture and issue a refund. I am taking this further. STAY AWAY FROM THIS COMPANY.

I originally purchased a sofa from them and later decided to add a mattress to the order. On February 1, I contacted them to include the mattress with the flat shipping rate and paid $593.

The next day, February 2, I realized I hadn't asked whether the mattress would be shipped flat or rolled. When they confirmed it would be rolled—which I didn't want—I requested to cancel the order. They assured me it wouldn't be a problem, but the following day I received an email stating that the cancellation would incur an administrative fee of $459.

This fee is absolutely outrageous. I can't believe they're robbing people like this—it feels completely unjustified for a simple cancellation made less than 24 hours after the order was placed.