How Bad Is A-Mart Signature Range Furniture and Service?

LGreenApple on 02/02/2019 - 10:56
Last edited 02/02/2019 - 10:59

Hi, been reading lot of post, found it quite useful posting first time.
Bought a new house in nov and so I bought a premium range furniture from Amart in Dec .After the delivery noticed 5 out of 7 products were not of acceptable quality. Contacted customer service, they send a technician to check and agreed to replace them. It’s bulky things as 2.4 m dining table, 2.1m entertainment unit, buffet table. Had a big mess at house when opening them and throwing out the rubbish. So I suggested them to please check the items thoroughly for any damage before sending me the replacement. After 3 weeks we received the item, opened the buffet right drawer bottom part is broken, there is a piece of wood in sliding area so wont stand if open and doesn’t close fully.
I am now afraid to open other items, so emailed to Amart customer service and to specific store 3 days before that is on 30 jan. No reply or call from Amart.
I just need advise on what are my grounds to have all range refund and compensate for all the trouble I had.
After 2 months of purchase I still don’t have quality furniture after paying 7k to Amart

Related Stores

Amart Furniture

• 

  afoveht on 02/02/2019 - 11:24

  -3

  I am now afraid to open other items

  Then they might be afraid to entertain any claim.

• 

  [Deactivated] on 02/02/2019 - 11:46

  Might have been better off spending 7k on quality second hand items that you could have pre inspected.

• 

  [Deactivated] on 02/02/2019 - 12:06

  +1

  How coincidentally, I was just going through a interior design magazine and the issue heavily features AMart signature.

  I gotta say, I was tempted but not anymore. Thanks for the heads up.

• 

  bdl on 02/02/2019 - 12:11

  +4

  Call them!!! Email is useless for these kind of cases, especially if you haven't received a response. You have no idea whether they've received the email to the generic customer service account.

  Once you speak to someone, get a specific email contact of someone you can escalate with and start your paper/email train with them directly.

  • 

    jason101 on 02/02/2019 - 18:03

    I've bought probably 300+ items from A-Mart over the past 5 years, many items damaged on delivery - but also ALL items replaced and ALWAYS worked with until all issues resolved. You have to expect that chinese flat packed furniture that is manhandled 5-10-20 times between factory and delivery is going to have a high failure rate - in my view its the way the issues are dealt with that makes the difference. As the above poster mentioned just call them or lob up at the store.

    • 

      [Deactivated] on 02/02/2019 - 20:17

      Ikea and other cheapo furniture stores don't seem to have too many problems.

• 

  Xyzzy on 02/02/2019 - 16:57

  what are my grounds to have all range refund and compensate for all the trouble I had.

  I believe you are entitled to a refund for the items that are faulty, as long as the faults are significant.
  For the items that are not faulty you would not be entitled to a refund. And I don't believe you have any legal grounds for compensation for the trouble you've had.

• 

  Sunshines bright on 02/02/2019 - 20:29

  this> items damaged on delivery - but also ALL items replaced and ALWAYS worked with until all issues resolved. You have to expect that chinese flat packed furniture that is manhandled 5-10-20 times between factory and delivery is going to have a high failure rate - in my view its the way the issues are dealt with that makes the difference. As the above poster mentioned just call them or lob up at the store.

  I think the Aust consumer law on returns " A national law (the Australian Consumer Law) guarantees your rights when you buy goods and services – including your rights to repairs, replacements and refunds. You have rights under these consumer guarantees even if you do not have a warranty or extended warranty."

  check this site out https://www.fairtrading.nsw.gov.au/buying-products-and-servi…

• 

  [Deactivated] on 10/08/2019 - 09:38

  +1

  I went to pick up and god that was a mistake. Waited 20 minutes before they even get my stuff.. Fuming next to my hourly rental van

• 

  BooYa on 10/08/2019 - 20:12

  Your rights under Australian Consumer Law (repair, replace, refund, and other compensation).

  Advice from the ACCC (Australian Competition and Consumer Commission):

  Since 1 January 2011, the following consumer guarantees on products and services apply.

  Products must be of acceptable quality, that is:

  -safe, lasting, with no faults
  -look acceptable
  -do all the things someone would normally expect them to do.
  -Acceptable quality takes into account what would normally be expected for the type of product and cost.

  Products must:

  -match descriptions made by the salesperson, on packaging and labels, and in promotions or advertising
  -match any demonstration model or sample you asked for
  -be fit for the purpose the business told you it would be fit for and for any purpose that you made known to the business before purchasing
  -come with full title and ownership
  -not carry any hidden debts or extra charges
  -come with undisturbed possession, so no one has a right to take the goods away or prevent you from using them
  -meet any extra promises made about performance, condition and quality, such as life time guarantees and money back offers
  -have spare parts and repair facilities available for a reasonable time after purchase unless you were told otherwise.

  Services must:

  -be provided with acceptable care and skill or technical knowledge and taking all necessary steps to avoid loss and damage
  -be fit for the purpose or give the results that you and the business had agreed to
  -be delivered within a reasonable time when there is no agreed end date.

  Consumer guarantees on products and services also apply to:

  -bundled products and services
  gifts with proof of purchase
  -sale items
  -online products and services bought from Australian businesses
  -second-hand products from businesses, taking into account age and condition.

  Who to claim a remedy from:

  Products:

  You can claim a remedy from the retailer if the products do not meet any one or more of the consumer guarantees, with the exception of availability of spare parts and repair facilities.

  The remedies you can seek from the retailer who sold you the product include a repair, replacement, or refund and in some cases compensation for damages and loss.

  The retailer can’t refuse to help you by sending you to the manufacturer or importer.

  You can claim a remedy directly from the manufacturer or importer if the goods do not meet one or more of the following consumer guarantees:

  -acceptable quality
  -matching description
  -any extra promises made about such things like performance, condition and quality
  -repairs and spare parts - the manufacturer is responsible for ensuring that spare parts and repair facilities (a place that can fix the consumer’s goods) are available for a reasonable time after purchase unless you were told otherwise. How long is ‘reasonable’ will depend on the type of product.

  You are only entitled to recover costs from a manufacturer or importer, which include an amount for reduction in the product’s value and in some cases compensation for damages or loss.

  Services:

  You can claim a remedy from the supplier if the services do not meet any of the consumer guarantees in relation to services.

  Remedies include cancelling a service and in some cases compensation for damages and loss.

  https://www.accc.gov.au/consumers/consumer-rights-guarantees…

  If a product or service you buy fails to meet a consumer guarantee, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law.

  The remedy you're entitled to will depend on whether the issue is major or minor.

  Repair, replacement or refund:

  You can ask a business for your preference of a free repair, replacement or refund, but you are not always entitled to one.

  For example, the consumer guarantees do not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.

  See: Exceptions to consumer guarantees

  If you have a minor problem with a product or service, the business can choose to give you a free repair instead of a replacement or refund.

  When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund.

  For a major problem with a service, you can choose to receive compensation for the drop in value below the price paid, or a refund.

  Repairs
  If the problem with a product or service is minor, you must accept a free repair if the business offers you one.

  If the business fails to give you a free repair within a reasonable time or cannot fix your problem, you can:

  -get it done elsewhere and pass on -the costs to the business
  -ask for a replacement
  -ask for a refund
  -recover compensation for the drop in value below the price paid.

  Replacements and refunds
  You can ask for a replacement or refund if the problem with the product is major.

  Replaced products must be of an identical type to the product originally supplied.

  Refunds should be the same amount you have already paid, provided in the same form as your original payment.

  The business may take into account how much time has passed since you bought the product considering the following factors:

  -type of product
  -how a consumer is likely to use the product
  -the length of time for which it is reasonable for the product to be used
  -the amount of use it could reasonably be expected to tolerate before the failure becomes noticeable.

  For a major problem with services you can cancel the contract and obtain a refund or seek compensation for the drop in value of your services provided compared to the price paid.

  What is a major problem?
  A product or good has a major problem when:

  -it has a problem that would have stopped someone from buying it if they’d known about it
  -it is significantly different from the sample or description
  -it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
  -it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
  -it is unsafe.

  A service has a major problem when:

  -it has a problem that would have stopped someone from buying it if they’d known about it
  -it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
  -it does not meet the specific purpose you asked for and cannot easily be fixed within a reasonable time
  -it creates an unsafe situation.

  Returning the product
  You are entitled to return a product if you believe that there is a problem.

  You are generally responsible for returning the product if it can be posted or easily returned.

  You are entitled to recover reasonable postage or transportation costs from the business if the product is confirmed to have a problem, so keep your receipts.

  When a product is too large, too heavy or too difficult to remove, the business is responsible for paying the shipping costs or collecting the product within a reasonable time of being notified of the problem.

  Examples include:

  -a wide screen TV
  -a bed
  -an extension ladder stuck in the extended position
  -a product that has been subsequently installed, like a stove or a dishwasher.
  -You do not have to return products in the original packaging in order to get a refund.

  If the product is found not to have a problem, you may be required to pay the transport or inspection costs.

  An estimate of these costs should be provided to you before the product is collected, and the costs must not be inflated in an attempt to deter you from pursuing your claims.

  Approaching the retailer or manufacturer:

  The retailer who sold you the product or service cannot refuse to help you by sending you to the manufacturer or importer.

  You can approach the manufacturer or importer directly, however, you will only be entitled to recover costs from them, which include an amount for reduction in the product’s value and in some cases compensation for damages or loss.

  You cannot demand a repair, replacement or refund from the manufacturer (only from the seller/retailer)

  See also: Who to claim a remedy from

  'No refund' signs and expired warranties
  Signs stating ‘No refunds’ or ‘No refunds or exchanges on sale items’ are unlawful, as they imply that it’s not possible to get a refund under any circumstances, including for faulty items.

  In fact your consumer guarantee rights still apply. Retailers don’t have to give you a refund or exchange if you simply change your mind. Always check the store’s returns policy.

  Your rights under the consumer guarantees do not have a specific expiry date and can apply even after any warranties you’ve got from a business have expired.

  https://www.accc.gov.au/consumers/consumer-rights-guarantees…

  You can seek compensation for damages and losses you suffer due to a problem with a product or service if the supplier could have reasonably foreseen the problem.

  This is in addition to your repair, replacement or refund rights.

  What compensation is covered?

  Compensation includes the cost to you caused by a problem with products or services.

  This is usually financial costs, but can include other costs such as lost time or productivity.

  It can be hard to put a dollar figure on compensation for damages and loss.

  Compensation should put you in the position you would have been in if the products or services had done what they are supposed to under consumer guarantees.

  For example: A consumer took their curtains to a dry cleaner to be dry cleaned.

  When the consumer returned to pick up their curtains they were badly damaged.

  The consumer would not only be entitled to a remedy for the defective service (e.g. a refund for the dry cleaning fee) but also have the dry cleaner pay for the loss incurred.

  This could include the dry cleaner paying to replace the curtains.

  What is not covered?
  Businesses do not have to pay for damages or losses that:

  -are not caused by their conduct, or their products
  -relate to something independent of their business, after the goods left their control.

  Misleading claims about compensation:

  Suppliers must not mislead you about your rights to compensation by stating they are not responsible for any losses you might suffer during or after using the product or service.

  Making a claim for compensation -
  Take the following steps to make a claim for compensation:

  -Work out an accurate amount of compensation you would need to return you to the financial position you were in before the problem occurred.
  -Contact the business verbally or in writing to explain the problem and present your claim for compensation.

  You may also want to ask for a refund or replacement.

  Show proof of purchase with a receipt or bank statement.

  If the supplier refuses to discuss your compensation claim or you cannot negotiate an agreement, you can seek formal dispute resolution or take legal action.

  https://www.accc.gov.au/consumers/consumer-rights-guarantees…

  You can also get help from your State's Fair Trading Bureau (or the State's equivalent body).

• 

  ozbloke36 on 05/09/2020 - 22:36

  +1

  I'm not sure people actually read the post properly. People just seem to be looking at the A-mart part and commenting. The poster asked about the Signature range at A-mart, very different.

  The signature range offers 15 year warranty on their product, it is A-marts top of the range products, I believe it was put out there to compete with the likes of Harvey Norman quality etc.

  From my experience, go and look and feel and try out their signature range, it is very different than their other items.

  A-mart sells such a variety, from cheap and nasty for the consumer who literally doesn't care about quality and just wants it cheap, to the person that wants fantastic quality and doesn't mind paying for it, to in between. You can tell this by their guarantee length on the product, some are 5 years I believe (which still beats the hell out of other places imo) , others are 7, then 10 and 12 to 15.

  Signature starts at 12 depending what it is, and goes up to 15.

  I'm specifically looking at their signature range as I'm sick of buying crap that falls apart after awhile and I'm I've looked elsewhere and will not buy from other stores, including Harvey Norman as they warrant their very expensive items for a period of 2 - 5 years and that is a joke. Yes you will have consumer rights etc, but that is always an uphill battle (the laws need to be changed to make it easier for the consumer) but with A-mart it is their in their writing they will guarantee their product for that length of time.

  Be wary of other places like Plush for example that say 10 year and it is based on a pro-rata basis which is just utter crap, A-mart is the best guarantee around from my research and even though I've bought multiple things from their place (never Signature but will soon) and they haven't lasted up to the 10 years they have been guaranteed for, they have fixed it or paid me out to keep it, so in my mind their guarantee is great.