Store
Michael’s Furniture
409-411 High Street, Melton
Ph: (03) 9746 0666
Further contact details
I moved house about 3 months ago, and was on the hunt for furniture. I have always lived in furnished apartments, and it was time to venture out to buy my own furniture. I was quite keen on Fantastic Furniture - as they had deals featuring whole lounge and bed room sets. I wasn’t into buying really expensive furniture (not just yet anyway), and wanted a complete set so I could get it over and done with. One day, while driving back from Ballarat I spotted Michael’s Furniture in Melton. This is my story.
The service in store
It took a while before we got some attention from one of the staff members, but that was fine with me. I was measuring out the lounge set, and bed room set to ensure they fitted into the new apartment. I spent a good 30-40 minutes having a look around the shop, and really liked the Montego package which was on display. The main priority for me was the length of time for delivery. I was told it would be 6 weeks maximum, but in most cases it will be earlier than that. Fantastic Furniture also had similar time frames, but their deal did not include a bed, tallboy, side tables etc. After having a think about it, I decided to go ahead with the package, paid my deposit. The order was placed on 15/01/2008.
The staff member answered all my questions well, and I did have a lot of them. He even convinced to treat the furniture for“extra protection”. Anyway, now I have some life time stain warranty and free removal of stains or something like that!
The delivery time
Okay, so it seems 6 weeks was incorrect. In fact, I received the package - after the 6 week mark, except the lounge set. The delivery was a huge mess. I received the wrong dining table, and coffee table and initially the bed did not arrive. I made it clear from the outset, if it was to take longer than 6 weeks then they would have to make two deliveries, with no additional charges. This was agreed upon. I picked up on the wrong dining table, and promptly called them - and the explanation was: “sorry, but you have received the newer version of the package - which you can return if you prefer, and we will supply you with the floor display”. No thank you. I didn’t really care about this mishap, but the bed not arriving was a bit silly. They really should have checked the delivery before sending it on its way. Made themselves look bad. Anyway, another delivery was made the same day (free of charge). The furniture itself looks great, I really like the colours, and texture of it all, and it all matches/fits well together.
Now the saga begins. After receiving the initial delivery, the lounge set never came. I contacted Michael’s Furniture numerous times, and each time I received a bland answer. Eventually, they received a lounge set but it was the wrong colour (apparently), and the next shipment was to arrive in April 3rd or 13th. I received a call on 16th April 2006 (3 months after initial order placed), to tell me the lounge will arrive week next week. Hmmm…days passed, still no confirmation. Next week passed, no confirmation. Eventually on April 28th I received a call saying it will be delivered on May 2nd. At 12.10pm on May 2nd, the lounge set arrived. The delivery was funny to watch (see delivery section below).
In the interim, I had made a complaint to Sydney’s Furniture who owns Michael’s Furniture. My main issue was, I had in fact paid a little more for the package than what was required when you added up the sums of the received goods. Such a delay was a nightmare. I understand that the wrong shipment had arrived, but from a customer’s point of view - I couldn’t give a rat’s a—. However, I understand that there is no middle ground, and we were stuck with what we had purchased.
Regarding the complaint I had made, basically Sydney’s Furniture had called Michael’s Furniture and I received quite a raged call about the complaint. I was told to approach Michael’s Furniture directly in the future, rather than contacting the “head office”. But, you see, every time I had done that - I wouldn’t get an accurate answer, or one which is “fluffy” and indirect.
Communication was the main issue. When customers do not know the progress of their order, or given a rough date as when their purchased goods will arrive, you can understand their angst. There were weeks in between phone calls to let me know what is actually happening. A simple way to avoid this would have just been an email explaining the situation.
Furniture
Apart from the mishap with the delivery, and the “wrong” dining set delivered, the furniture itself is very nice. I am pleased with the quality, and have no qualms about this at all.
The delivery
The first delivery guy “forgot” to bring the bed set. When the lounge set came, it was quite a situation to watch. A middle aged guy and a younger bloke arrived, and argued their way as to how the lounge should be positioned for easy transfer. Did not look good! But, entertaining to watch.
Suggestions
When you spend thousands of dollars on furniture, and do not know when it is coming, it is fair that you get a bit anxious and frustrated (especially if you have paid a bit extra for the items you have received). I understand that failed shipments, or wrong shipments are part and parcel of the game, but the important thing was communication. If I had been properly communicated to, about the situation, and promptly at that - then things would have panned out a bit better. A simple way to keep in touch is through email, or have an online order checking mechanism. They don’t even have a contact email address, which is a bit disappointing. You would expect email communication to be a requirement in today’s business world.
It’s such a shame that I had to go through this, given Michael’s Furniture have decent quality products at reasonable prices.
Discounts
I asked for a discount considering I had waited more than 3 times the time frame they had quoted and was refused. The reasoning was that the lounge delivery was free. Hang on, didn’t it arrive 2 months after the due date! Is it my fault that it arrived late? So delivery charge shouldn’t even be an issue. I wasn’t in the mood to argue my case, so let it go (I happened to receive the call after my grueling 12 hour night shift, so it was lucky for them!).
Inside tips
I hope my experience is rare. If they treat every customer to the waiting times I have had to endure, then it’s all a bit too much. You’d much rather spend extra money to get it on time. Personally, I would not buy anymore from Michael’s Furniture mainly because communication and customer service is an issue. If I do buy, then I’d probably choose a different store, although at present Melton store is the only Melbourne store.
Rating - 2/10 (The furniture finally arrived, that counts for something)
Good furniture, shame on the service and waiting times. Would I go with them again? Never. Would I recommend them to you, not really. I sincerely hope my experience is rare and isolated.
