Review Time
Ordered item via phone. Sent email telling me prices etc
So, went ahead and paid.
Many months later, finally get item and wrong thing. Delivery guys were awesome and told me they've delivered a few items in past few weeks that Coco has gotten wrong (wrong colour chair, wrong couch style etc)
They will blame the delivery company, the holiday shutdown the webpage, girl who doesn't work at the store anymore (who "obviously gave you the wrong information" aka the fallguy), you, the app they use for deliveries/factory BUT it's never their fault.
Seriously, do not shop here.
Oh, and still haven't even sent a receipt as "you haven't ordered the item" according to their email system
I ordered “in-stock” rugs 3 months ago on the website, purposely avoided made-to-order items for quicker delivery. Original delivery was 3-4 weeks, got bumped another month & then another month, with the customer service still telling me “subject to further delays”. I was a returning customer but will not be returning again, prefer piece of mind & clearer delivery times.
I love their products but have found their customer care to be nonexistent, borderline rude. This has now happened twice with this company. Firstly I ordered and paid for a cocktail table to match my Malmo outdoor sofa and chairs. After a month I was told it was oversold and they did not want to refund my money. Finally after numerous emails a month later my money was refunded. I finally purchased a table and after it sustained some damage was treated so poorly, basically ignored even after polite phone calls to the store, a personal visit to Karrinyup and then emails to customer care I was informed my case had been closed and they did not even bother to respond to my later email. Upon requesting name of General Manager/Owner I was told to speak with the store manager and dismissed. I and no-one I know will ever give them business again, which is sad, but I refuse to give business to any company who treats their customers with such disrespect and distain.
The worst customer service I have ever received, took a year to get a couch replacement and I had to chase and chase and chase time and time again with NO contact. It was almost comically bad until it went on so long it was infuriating. For a respected company it was shocking. Rude, useless, and painfully slow. I'll never shop there again.
WOW! my recent experience with Coco Republic, left me quite disappointed. They position themselves as a premium brand with 0 customer service.. I made a purchase on the Architect Outdoor Sunlounges at the beginning of July, investing over $6000, which was a sale price at the time. We were initially told that the delivery would take around six weeks, but after finalizing the purchase, we were informed that it would actually take four months. Despite our reservations, we decided to go ahead.To our dismay, we received an email last week from Birget Moller, the Customer Operation Specialist, informing us that the delivery would now be delayed until January - a full seven months from the date of purchase. I was particularly disappointed as this meant we wouldn't receive the sunlounges before Christmas and the summer season. When I questioned this, I was met with curt and unhelpful responses, which was surprising given the brand's premium positioning. I would have expected a phone call to explain and apologize for the delay, but instead, the communication was impersonal and dismissive.When I tried to call for clarification, I was told that Coco Republic does not handle phone calls and was directed to speak with the store manager. With no direct phone number available, I had to visit the store in person during a particularly busy time of year. The manager, Inna, was also quite detached and rigid about their policies. The entire team came across as snooty, which was incredibly frustrating. When I requested a refund to purchase something in time for Christmas, I was initially told that only 55% of the amount would be refunded as per their policy. It was only after expressing my dissatisfaction loudly that they agreed to a full refund. Even after this, I did not receive any written confirmation of the refund and had to follow up again. After much back and forth, I was finally informed that the refund process was underway and would take 5-10 business days. However, I still did not receive any written confirmation.I suggest that instead of having staff sitting on laptops with seemingly nothing to do, Coco Republic should prioritize calling disappointed customers to offer explanations and apologies. This experience has left me very disillusioned with the brand, and I don't plan to make any future purchases from Coco Republic. ( have honestly had better customer service at KMART, IKEA , FANTASTIC FURNITURE)
We ordered a sofa five months ago, and it was delayed twice. The first delay came with no clear communication, and later we were told the shipment was stuck in Asia. While I understand unforeseen issues can happen, we were only informed by a manager the day before the second delay. By then, we had already disposed of our old sofa and were left with an empty living room for over three weeks.We were told a new delivery date would be confirmed, but no one contacted us. I called and emailed Coco Republic multiple times, yet no one could provide an answer. The courier finally reached out on the actual day of delivery.Unfortunately, when the sofa arrived, the middle section was deeper than the others, making it look completely uneven. I have contacted Coco Republic twice about this issue, and no one has responded.After spending significantly more than I would have with another company, I expected a basic level of communication, service, and quality. Sadly, this has been one of the most disappointing experiences I’ve had.I would never order from Coco Republic again and strongly advise others to think twice before doing so.
I recently purchased three Stuttgart Counter Stools (priced at $1,845) from Coco Republic, Richmond. The stools were delivered on 1 October, and on delivery both the team and I immediately noticed that one of the chairs was scuffed. The delivery team took a photo, and I also took my own and forwarded it to Sarah at the store that same day.On the same day, I also received a feedback request from the CEO, Tim Schaafsma, about my experience, and I replied with a copy of the photo and details of the issue.After hearing nothing for several days, I called the store and was asked to resend the image, with a promise that someone would get back to me. No one did.I called again and had to retell the entire story to another assistant, who again promised a follow-up. Nothing.A few days later, I called yet again. This time I was told they would get back to me before close of business. Again, no response.On my next call, I was told the store manager would call me back. They never did.Fast forward to mid-November: I happened to be in Richmond shopping for a coffee table and decided to visit the store in person. I spoke with Isabella, who apologised and agreed that the situation was unsatisfactory. She guaranteed she would get back to me. Once more – nothing.I have spent tens of thousands of dollars at this store over time, and the service used to match the quality of the furniture. Unfortunately, that no longer seems to be the case. The after-sales experience has been extremely poor, and I no longer trust the store to resolve issues or ensure that furniture is delivered in the condition a customer is paying for.After six weeks of trying, I’ve given up. I’m no longer even interested in fixing the scuff — I accept that the chairs will get more marks over time. What matters is that I paid for goods in perfect condition and did not receive them, and every attempt to have this addressed was met with promises but no action.Based on this experience, I would not recommend shopping at Coco Republic Richmond, and I will not be shopping there again. Whether it’s new management or a broader decline in standards, the service and follow-through have clearly deteriorated, and prospective customers should be aware
Complete lack of professionalism around delivery/communication and fair business practice.After making numerous errors with a previous delivery and agreeing to refund my wife, they then requested payment for our remaining goods on 5th September 2025. My wife stressed the urgency of receiving the outdoor furniture for an event on the weekend of 20th, but we are now told that despite taking full payment, our goods are not actually available for delivery (after much following up to get to this point). This is a breach of terms and conditions.
Purchased a rug with a month wait time, next day decided doesn’t fit decor. Asked for refund/return and they are 5Trying to say no and taking 20% cancellation fee. How horrible is this business l. It was one day and they are calling it a restocking fee. They haven’t had to restock anything though
Ordered item via phone. Sent email telling me prices etcSo, went ahead and paid. Many months later, finally get item and wrong thing. Delivery guys were awesome and told me they've delivered a few items in past few weeks that Coco has gotten wrong (wrong colour chair, wrong couch style etc)They will blame the delivery company, the holiday shutdown the webpage, girl who doesn't work at the store anymore (who "obviously gave you the wrong information" aka the fallguy), you, the app they use for deliveries/factory BUT it's never their fault. Seriously, do not shop here. Oh, and still haven't even sent a receipt as "you haven't ordered the item" according to their email system
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