Had an issue with Fantastic Furniture? Get a real response.
Fantastic Furniture provides bedding, furniture, and mattresses at affordable rates, with stores and delivery available across Australia.
When submitting a complaint to Fantastic Furniture, be sure to have your receipt or order reference and product details ready. Photos can also help if your complaint involves a damaged or faulty product.
You can reach Fantastic Furniture via the phone (Mon-Fri), via an online form, live chat, or by visiting in-store. Phoning, using live chat, or visiting a store in person are your fastest options as customer support staff can help resolve your issue on the spot. If not solvable on first contact, staff will provide you with a reference number to keep track of your case.
Fantastic Furniture often deals with complaints regarding missing or delayed deliveries, damaged or faulty products, refund delays, stock issues, and unexpectedly high delivery fees. Once submitted, Fantastic Furniture may offer a refund, store credit, discount, or replacement/repair to solve your issue. Most problems can be solved within a week, but complex cases could take up to a month.
If you're unhappy with the outcome or Fantastic Furniture has taken too long to resolve your issue, you are free to escalate it to a manager or supervisor. If that fails, escalating externally to the ACCC or to your local Fair Trading agency is also an option. Take advantage of Ajust's AI Agent if you need more guidance with your complaint.
How to submit a complaint with Fantastic Furniture
There are several easy ways to submit a complaint to Fantastic Furniture:
- Phone: Call 1300 004 919 (Mon–Fri) to speak directly with their Customer Care team. Have your order number, receipt, and product details ready for a faster experience.
- Online Form: Use the Submit a Request form on their website. Select the relevant topic (e.g., "order issue" or "product concern") and include all relevant info. You'll receive a confirmation and follow-up via email.
- Live Chat: Available on their website during business hours. A live agent can help log your complaint or provide next steps.
- In-store: Visit or call the store you purchased from. Store staff or managers can often resolve issues like damaged items or delivery problems on the spot.
Tip: Complaints are often handled fastest when submitted directly to the store of purchase. Keep receipts and product details handy no matter which method you use.
Once you submit your complaint, Fantastic Furniture acknowledges it via email or phone (depending on how you submitted it). You’ll often get a case reference number for follow-up.
- The Customer Care team or relevant department (e.g., Warranty or Product) will investigate your case.
- They may ask for more info - like photos of damage or product serial numbers - to assess the issue.
- For product faults, the resolution could be a repair, replacement, or refund, based on Australian Consumer Law (ACL).
- For delivery or service problems, they may redeliver at no charge, issue a credit, or offer another remedy.
Resolution timeframes:
- Simple issues: 1–7 days.
- More complex complaints (custom orders, warranty claims): up to 30 days (you’ll be kept updated).
You may be assigned a dedicated case consultant, and communication is ongoing. If you ever feel left in the dark, call or reply to your case email to request an update.
Common complaints against Fantastic Furniture
These are the most common issues reported by customers:
- Delivery delays: Especially for large items like sofas or beds. Many customers report waiting weeks beyond quoted timeframes, with limited updates.
- Stock issues: Items may appear “in stock” online but are actually on backorder, with little notice until after purchase.
- Product quality: Some furniture items arrive with damage or develop faults quickly, e.g., collapsed sofa legs, scratched panels, or beds that can’t be assembled properly.
- Customer service frustrations: Difficulty getting through on the phone, unreturned emails, or long chat wait times. Service varies by location.
- Refund or return problems: Some customers report delays in getting refunds after returns, or pushback when trying to exchange faulty items.
- High delivery fees: Especially when pickup isn’t available, some customers feel forced into costly delivery charges.
Tip: Double check delivery timeframes, confirm stock status before ordering, and inspect items immediately after delivery to find issues early.
Fantastic Furniture complaints submitted through Ajust
I received the wrong bed from Fantastic Furniture after moving into my new place, and trying to sort it out turned into a nightmare. I spent hours on hold, chased callbacks late at night, and still had no clear resolution. All I wanted was a proper response to my complaint about the incorrect order and missing instructions. - Jan
Fantastic Furniture delivered furniture that arrived cracked and completely broken, and my complaints went unanswered. After multiple emails and calls with no reply, I felt ignored. I raised a formal complaint because I expected acceptable quality and basic communication, especially when the items were unusable from the start. - Natalie
I ordered a mattress from Fantastic Furniture that never arrived, and despite being told it was lost in transit, no one followed up with me. My complaint was about more than just non-delivery, it was the total lack of communication and responsibility. I had to push for answers and request a refund just to be heard. - Spiroula
After waiting months for a hall table from Fantastic Furniture, I kept being told about new delays with no updates. My complaint wasn’t just about the delivery delay, but the constant lack of communication. As a loyal customer, I expected clearer timelines and some ownership of the situation instead of repeated excuses. - Tony
How other consumers Fantastic Furniture complaints got resolved
Dining Set Refund: A customer waited over 5 months for a dining set with no ETA. After escalating to the ACCC, Fantastic Furniture issued a full refund.
Sofa Legs Collapsed: A faulty sofa was reported after the legs broke. After six weeks, the entire couch was replaced under warranty. The customer was satisfied with the outcome, despite the wait.
Replacement Parts Sent: A cushion split at the seam after a year. Customer support mailed a replacement cover, resolving the issue without needing to return the whole sofa.
If your issue isn’t resolved to your satisfaction:
- In-store complaints: Ask to speak to the store manager. They can approve refunds, arrange exchanges, or escalate your case internally.
- Customer Care (online/phone): Ask for a supervisor or team leader. Supervisors have more authority to waive fees, approve credits, or fast-track solutions.
- Written complaint to head office: Email or mail a formal complaint to Fantastic Furniture’s Customer Relations Manager. Include your order number, all steps you’ve taken, and what outcome you’re seeking.
- Cross-channel escalation: Even if you ordered online, walking into a local store with your case number can get things moving, they may call internal teams on your behalf.
If you're nearing 30 days with no resolution, reference their policy and state you're prepared to escalate externally.
If internal escalation fails, you can turn to government-backed consumer agencies:
- State Consumer Affairs (Fair Trading): NSW Fair Trading, Consumer Affairs VIC, etc. can mediate between you and Fantastic Furniture.
- ACCC: Report patterns of issues (e.g., warranty problems, misleading delivery timeframes) via the ACCC complaint portal. While they won’t resolve individual cases, they can investigate if many complaints arise.
Before filing externally, ensure you've:
- Given Fantastic Furniture reasonable time to respond (usually 7–14 days after a final email).
- Documented all interactions and outcomes requested.
External intervention often speeds up results. Many customers receive refunds or solutions quickly after lodging a Fair Trading case.
- Help & Contact Portal: Submit complaints online or find answers in their Help Centre.
- Customer Care Phone Number: 1300 004 919 – for help with orders, deliveries, and support (Mon–Fri).
- Online Complaint Form: Submit a Request to log an issue or follow up.
- Store Locator: Find a Store near you for in-person help.
- Returns & Warranty Policy: Returns Page outlines your rights and timelines under ACL.
- Complaint Summaries: Handle My Complaint – Fantastic Furniture – shows common consumer issues.
- Fair Trading & ACCC Guidance: ACCC Consumer Help and links to state-based consumer protection agencies.
Fantastic Furniture Complaints FAQs
How long does a Fantastic Furniture complaint usually take to resolve?
Most Fantastic Furniture complaints are resolved within 1–7 days, while complex warranty or custom order issues can take up to 30 days. Simple delivery or stock issues are often fixed quickly once logged with Customer Care or the store. More involved product faults may require photos, serial numbers, or internal assessment. If you are approaching 30 days without progress, follow up with your case reference number and request a clear update in writing.
What are my rights if Fantastic Furniture won’t refund or replace a faulty item?
Under Australian Consumer Law, Fantastic Furniture must offer a repair, replacement, or refund if a product has a major fault. A major fault includes items that are unsafe, significantly different from what was advertised, or unable to be used as intended. If you are experiencing pushback, reference your ACL rights in writing and clearly state your preferred outcome. If internal escalation fails, you can lodge a complaint with your state Fair Trading body.
Should I contact the store or head office for a Fantastic Furniture complaint?
Contacting the Fantastic Furniture store where you purchased the item is often the fastest way to resolve delivery or damage issues. Store managers can approve exchanges, refunds, or internal escalations on the spot. For ongoing or more complex cases, Customer Care or a written complaint to head office may be more effective. If you ordered online, visiting a local store with your case number can still help move things forward.
When should I escalate my Fantastic Furniture complaint to Fair Trading or the ACCC?
You should escalate your Fantastic Furniture complaint externally if you have given them 7–14 days to respond after a final written request with no resolution. State Fair Trading agencies can mediate individual disputes, while the ACCC focuses on broader patterns of misconduct rather than single cases. Before escalating, document all communication, keep receipts and photos, and consider sending a final notice to strengthen your position.
You’ve done your part, now it’s time to hold Fantastic Furniture accountable.
Take the final step and submit a complaint that gets seen and responded to.