What can I say - maybe …don’t.
The lack of customer service, timely communication and borderline rudeness of staff is unparalleled. Responsibility is shifted to the customer for error.
Measurements were wrong for the deck imprint. We were told as we had ‘approved’ blueprints, the error was ours. The wrong plans were given to trades. New measurements were worked towards in real time and adjustments made (by us). And then communicated back to our ‘contact’ at Australian Outdoor Living. These adjustments were not communicated to trades leaving us once again to communicate changes and manipulations to ensure the correct installation. The wrong lawn was delivered. Weeds grew through our outdoor lawn within 2 weeks, phone calls to check warranty specifics informed us that this was not covered and instead we were told that the onus was on us to ensure a weed treatment was requested in the preparation process. We were taken aback to say the least, believing that weed treating should have been standard practise.
Tradies were redirected midway through projects to other jobs, pushing out timeframes and completion dates. Multiple phone calls chasing payments for materials not yet delivered and jobs not yet completed was consistent throughout the 3 month period of our backyard lawn/patio/deck installation.
The quality of materials (labelled Ausdeck) on delivery was good. The construction work of sub contracted tradesmen- also good. Australian Outdoor Living provide the illusion through sales people that multiple elements of the job will blend seamlessly and easily, project managed by a central contact to oversee it all. In reality multiple different people are responsible for small elements of each task, not communicating with each other to gauge a thorough overall picture and instead the back and forth is continual and draining to the point of exhaustion.
Australian Outdoor Living over-promises and under-delivers.
We have a backyard that looks good, however the joy of the project was lost as a direct result of error, miscommunication and lack of customer service.
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