Tommy Swiss Avis 310

Accidentally made order while looking out for orders and found you guys are located in Melbourne which caused problem. Tried to see contact but found only Gmail as to way for communication no any telephone number or anything else . I would really appreciate if you cancel order number Order #20085531 with Charlotte Curved Bed Frame with Four Extra $479.00
Large Storage Drawers (Natural Beige
Fabric)
Queen
Marlo Upholstered Bed Base (Snow White
Boucle Fabric) for Avikendra Raut 22 great western highway parramatta 2150 pls

Purchased a king bed in boucle fabric from Tommy Swiss. The Brooklyn Wing Bed Frame.
Easy to put together, solid and looks lovely. Our king mattress fits inside the frame perfectly.

Neat little chest of drawers, quite intricate assembly and small damage to one of the top corners. Would still recommend - it's value for money.

Excellent communication by Marie in the customer service team; prompt delivery - fabulous! Thanks so much!

Marie replied promptly and fixed my concern with exceptional courtesy and professionalism. Customer service outstanding!

I was worried as you can only contact them through email but they actually replied with a detailed and helpful answer within the hour. I was relieved and impressed by their efficiency. Quality is also great. Just needed an explanation on the hydraulic struts for the bed frame

We absolutely love our Celine gas lift storage bed from Tommy Swiss! It was delivered promptly, was described accurately and sold at a great price. We highly recommend Tommy Swiss!

Do not order from this company! We ordered a bed weeks ago and have received no communication from the company whatsoever. Their courier has reported the item damaged in transit 10 days ago and have not received any instructions from the company. I have lodged two service tickets asking for a refund and no reply. Absolute joke and no phone number to speak with anyone. Ticket id 632217 632398. Have since purchased elsewhere and bed was delivered in two days.

Ordering was easy & staff very helpful with exact measurements. Purchased two items separately as we were so impressed with quality of the first item, exactly what we expected. Easy to assemble. Our friends have commented on items

Absolutely beautiful bed 😍 I absolutely love it. Very high quality too

Customer service was great. Quick response time and the information provided was super helpful.

The staff respond to customer inquiries within minutes and were very helpful with my order! Thank you!

Great customer service they really care about resolving any issues and are able to do it very promptly.

Great customer service, always helpful

Easy to navigate ordering and delivery. Great prices and bed was good quality. Small issue with drawers that was promptly dealt with by company.

Great quality, quick delivery, very very quick response by customer service.

Very high quality bed frame and highly recommend! Built strong and sturdy

Absolute scam! Do not use!
Bed arrived with a mark and nothing like the photos online, they offered a partial refund about 1/5 of the cost.
Eventually after numerous emails I mailed the bed back for a refund, it took a month and more emails to even get my refund.

Positive: inexpensive, the bed is as described, came VERY quickly (next day!), very sturdy!
Negative: there are literal hundreds of parts including screws that are very very similar in shape and size and you will need to measure each screw to figure out exactly what part it is referring to in the instructions. I don’t know why they don’t have the parts in labeled packets, it would make life so much easier. Complicated lengthy building process (fair enough, it’s not ikea). From a distance the bed looks very nice, however from behind the fabric is held on at the back by some Velcro.

TLDR; Ultimately great value for money as it’s so affordable, and the bed is sturdy, and as described - just a needlessly complicated building process.

UPDATE: 4th July - I have been directly phoned and contacted and offered 2 solutions upon publishing this review. I have opted for a replacement product and will provide a final review regarding the product and overall experience upon receiving the product.

I purchased this bed on 31st May and it was delivered on the 2nd July. I did request a redirection 3 days after placing my initial order and anticipated a slight delay however the additional processing time was extensive.

Upon delivery Hunter Express did not notify myself or building management. The item was left in a communal rubbish disposal area and mistaken as waste and was dismantled, sorted and disposed of.

Upon prompt notification of this series of unfortunate events to Tommy Swiss customer service for assistance, their reply was disappointing. They offered only replacement parts. I understand TS not wanting to take accountability for the actions of the courier that led to the compromise of my item, however Hunter Express are an extention of your customer service experience. They do however have a responsibility to ensure the item their customer pays for reaches them safely, securely so that it can be used for its intended purchase and they failed in this situation and failed in providing a reasonable outcome.

I'm considering lodging a claim with Fair Trading NCAT as I'm out a couple hundred dollars and no bed for myself and toddler.