Coco Republic

If I could I would give Coco republic negative stars. We have bought ten chairs considerable cost and the leather was defective. We managed to get three replaced but later were told as others started peeling that they were aware of the problem so now waiting 12months for other replacements, but just don’t want them anymore as not sure if new chairs will peel again. Can not get anywhere with refund and why weren’t they all replaced straight away when the company was aware of the problem. Just hoping the warranty period would end I would say. Terrible followup with problem, poor quality product for the cost.

I would give Coco Republic negative stars if this was possible. My final (as in I will never shop with this company again) purchase from them was in Dec 2023. I ordered a buffet and it was delivered on Dec 18. The delivery guys could not (would not even attempt) to get it to the upstairs room. Instead, they left it in my living room stating they could not get it up the stairs. No idea why they did not just take it with them. It was also damaged (scratches and door out of alignment). They clearly did not want to have to take it back to the truck and left it stating someone would come and pick it up. Someone eventually picked it up but not until Jan 3. It sat in the middle of my living room for 3 weeks over the Christmas season. I made 28 phone calls, sent text messages to the delivery teams and sent emails to their customer support and store. They offered to give me a partial store credit but would take $700 as a restocking fee (yes, on damaged goods that they sold me). They offered a replacement but I told them their delivery team said they could not get it upstairs. They offered repair (I rejected since I am not paying $3700 for an item that they need to repair). They came back offering a store credit and then even suggested someone would come to my home to repair the item. Seriously, this went on forever. I was exhausted and grieving the recent loss of my mother and to deal with this absolutely horrid customer experience sapped me. The conversation went around and around in circles and then I would hear nothing from them. I spent hours and hours chasing them up and was given the same responses. They would then start from the beginning and refuse to offer a refund since the damage was only minor. Obviously, they try to give you an acceptable line to try to get around Australian consumer laws. In the end, I went to NSW Fair Trading and filed a complaint. I had also talked to my bank and was going to get them to retract the payment and chase up Coco Republic. NSW Fair Trading came through and I got an email from Coco Republic saying there was a communication glitch and now that it was sorted out, I would receive my refund within 24 hrs. Yes, it did come and I will never do business with this atrocious company. They might have had a good record of customer service in the beginning, but now they are just like any other dodgy company selling cheaply-made overpriced items.

Two days ago Coco wrote me an email saying my chairs were damaged and they can’t deliver. These are replacement chairs for faulty chairs. It’s been 10 months. I asked if they could just fix them. I got a call today. Turns out they sold my custom chairs to someone else. Instead of delivering to me in May when they said they were ready, they put them on the floor at a discount. No words. No nice ones anyway.

I like many others appear to have had a horrible experience with Coco Republic and their so called 'customer service team'. Their communication is disgraceful after I had a table damaged in transport which they advise due to it being a clearance product they can no longer replace. I had to chase their team which they advised they were unaware of the damage. (a lie as I was standing next tot he driver when he rang their office) They then rescheduled a delivery for a replacement table, which I received four phone calls from their customer service team advising there wasn't stock they were aware of but just to wait and home and see what was delivered. Surprise Surprise no table or even a phone call was received on the day of replacement. They offer a partial refund (not even half of the value) and to void all warranty on the table, a clear breach of consumer laws. I have spent over 5 hours on the phone to their team, they refuse escalation requests and I have now had to make a submission to NSW Fair Trading for assistance. I strongly advise to shop elsewhere.

Stylish looking products but low quality. Customer service sadly lacking. Communication skills non existent. Ability to take your money- exceptional.