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)
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