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
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