I would have to say Gainsville was my all-time favourite furniture store growing up, and I can remember always wanting to own a Gainsville piece of quality furniture so badly. Unfortunately, I have to say now that I own one, I am so disappointed in our purchase from Gainsville. We purchased a full house load of furniture from the Southbank store and was treated very well pre-purchase, after purchase not so well. We initially decided to go to Gainsville as we were looking for our last and final furniture purchase and wanted something that was going to last us for a very long time. The lounge suite that we purchased was not what we expected it to be. The lounge is very nice to look at, but that’s as good as it gets. Two recliners and a chaise on the end, the quality and build are far from what I would call “quality”. The lounge is so uncomfortable and cheaply made it hardly warrants the premium cost you pay. The stitched joins are out of alignment, the recliners creak, hard timber piece between recliner and chaise and as seen by pictures, the alignment of the lounge from the back is far from what should be “straight”. Maintenance technician has been out twice to look at the issues, but leaves making me feel like I’m over exaggerating and then don’t hear anything else about it, except that I need to go to Bunnings and buy non-slip feet to stop it from moving. Really??? Now let me just state for the record that I am a qualified cabinet maker and have been in the industry now for just on 30 years. Running my own company doing major contracts for Major Furniture Making Company’s and Major Theatre Company’s, I think I have a very good understanding of what makes a quality lounge. I’m not one for complaining, but when you pay a premium price for something, you expect premium service to back it up. Sorry Gainsville, you’ve lost me as a client for good……. Edit: Thanks for the response, but as we discussed at the time, the issue will not be rectified by simply attaching anti-slip feet to the bottom of the lounge, because if it was, you would be putting anti-slip feet on ALL your lounges feet. We have a timber floor like most other Australians do. The problem (as shown in pictures) even when forced together the resistance is so strong that they automatically force apart, sure, rubber stops might stop it from opening a bit, but still looks horrible from the back and is that really what you want to be telling your customers/potential customers that that is how you justify your repairs by performing quick fixes? Also, after telling Karen that you would be sending another technician out to inspect we haven't heard a thing from you for two weeks until now that I have written a bad (justified) review.....

After looking online at Gainsville’s furniture we decided to visit the Southbank store on a Sunday. As we entered the store we were greeted by Nikaela, we spent about 2 hours in store looking at everything we wanted and when we were ready we asked for help. Nikaela was great to deal with, she spent a lot of time with us explaining everything and making suggestions about all the products we enquired. No pressure to buy or telling us that the sale ends next week and to put deposits down like many other stores we visited did. We emailed our house plan that day and everything we discussed was drawn in so we could see how it would look and where things were to go. Everything was made very simple for us. We visited many other stores and we didn’t get the same treatment instead it was the same over and over again just pushing for a sale. Everything we wanted was made pretty clear, a lot of choices and colors were offered with different products. After spending about 2 weeks with Nikaela exchanging emails and phone calls we then got the final price for everything and we have decided to furnish our whole home with Gainsville furniture. We have paid our deposit and hopefully we have everything by December/ January Customer service was the best i have had from any furniture store. Regards Don

* please note that this review has been resubmitted as the owner decided to publish my private information ie my full name when replying to my original post. I have since received my product* I bought from Gainsville earlier this year and was told it would be delivered end of March or possibly April. I have it in writing. It’s July now and I have not received anything. We have called numerous times and left messages since April and have not heard back from Debbie who sold us the dresser as she is always ‘unavailable’ (and also somehow unavailable to call back). The only person who has given me a relatively satisfactory answer and emailed me is Stephen who has given me an estimate of July but the last time I called (end of June) it was not confirmed. Needless to say, their customer support is terrible and they are scamming potential customers by telling them a much earlier delivery date than actually anticipated.

Extremely disappointing with the level or service and management follow up with my damaged couch. The management are extremely unprofessional and have not even had the courtesy to contact the customer back after such a major defect in my order. I waited 6 months to get my couch. The order was simply rushed and the quality of its finish is appauling. It's not worth the amount of Thousand of dollars you spend and the level of horrible service. They treat you with no respect and just another number. I'm extremely unhappy with my purchase and will not shop again at Gainsville Southbank . The staff where so nice at the start just to get the sale and afterwards don't even care nor wish to help you resolve your issue. Management just expected me to wear the issue and simply said this is how we design our couches. They where never informative enough to tell you about the simple things that matter to a customer.

Worst service, will lie about delivery dates to get a sale. We purchased a dresser at the start of February, and were told to expect delivery in Mar or Apr. It is now June, and when we call to get updates they can't even tell us when the next shipment will be. I don't understand how a company could be run so poorly. Customer service is terrible, every time we are told they would check with the factory and call us back with an update, and they never do. We have to constantly chase the store for updates. I don't understand how after almost 5 months we still can't get a delivery date. You can only use COVID as an excuse for so long - other stores even if shipment is delayed can still give an exact delivery date at time of purchase. This is beyond ridiculous. Contemplating reporting to the ACCC for misleading claims.

Ordered a custom made dining table from the Southbank store in June last year, told us it would take up to 5 - 6months (this December 2019) Since then, been chasing them up weekly asking if our table is ready, and been getting the run around, no one returning my phone calls, one person saying the table is in the shipping container, next person saying it hasn’t been shipped, now they’re saying it won’t come until February, which by their calendar really means April. Poor communication. Very unprofessional, very mismanaged, very costly, and seems like a very disorganized business. Only one person has gotten back to me with some idea of what is going on this whole time. Would gladly give negative stars if I could. If ur hoping to get furniture in a timely manner, believe me, go elsewhere

Very poor service. No sense of obligation towards meeting commitments. Still waiting for delivery of 2 lamps from bought from Southbank store in february and for paid in cash. I was ready to take home immediately but was assured by staff that delivery along with other bought items would be a more covenient arrangement.. Received other item however the lamps not delivered. Gainesville advises thats its too ecpensive for them to deliver the lamps only. The only option is that I pick the item up. They take no responsibility for the fact that the error is theirs and they need to take ownership. Several messages to gainesville but they will not deliver. Am now wondering how they will honour warrantees when they dont even care to deliver items already paid for.

Customer service and Experience I would rate as very poor. When we entered their showroom in Nunawading, there were 2 people in the reception. We looked around and inquired about a particular bed frame we were after and the guy in the reception said there are more options upstairs. He said he will come for assistance . We spend 25 minutes upstairs but no one came to help with our queries. When we finally went down, the guy who said will come to assist was not in the reception any more neither did he have the courtesy to send some one to apologize if he was busy. As mentioned in other comments, There is no acknowledgment to customers. Felt like they dont care...

Stephen was wonderful to deal with, going above & beyond & his communication was top notch. We weren't expecting to have a response about a difficult matter (due to our own error) until Monday, however he called us with the positive news we were hoping to hear this morning. His care & support was very much appreciated & a great outcome for us. I'd also like to extend our thanks to Bailey who has been incredible to deal with right from the beginning. He has been patient, kind & understanding. We are extremely satisfied with the expert advice provided & looking forward to ordering our next pieces from Gainsville Nunawading.

After checking items online, we decided to go to the showroom and buy a couch. But after walking around in the shop for 30min, no one has acknowledge us. We did see at least 2 sales rep finished up conversation with other customer and seemingly walking around ignoring us. I felt like we were profiled as "excited young couple just browsing but does not have enough money for this expensive level furniture". We just walked out and went straight to king living next door and was blown away by the different level of service that were willing to pay for.

We purchased few items from both show rooms in Southbank and Nunawading. Each time the sales personnel’s welcoming was great and they helped us a lot with placing orders and discount as much as they could. In this range of price, definitely it is the best furniture store in Melbourne. The quality worth more than the money you pay. The delivery was roughly on time and they assembled all the stuff outside of the house and delivered them inside without making any mess. I’ll definitely come back to this store and always recommend them.

We have had a really unsatisfactory experience with Gainsville Furniture. We purchased a Marble dining table only to find that, after some time, the glass has shattered through no fault of our own. When raised with customer service, we were accused of dropping something heavy on it - would the marble shatter if that were the case. We have now had to pay for a replacement which we are still waiting on 3 months later. Extremely disappointing coming from a luxury furniture store like Gainsville.

Following my post in June, Stephen Nasr from Gainesville sent me an email on 29 June 2020, advising that the lamps were ready for delivery and I would receive them soon. Its now been a month with delivery yet to happen. No other word from Gainesville, no apologies or acknowledgement. The lamps we bought won't mean as much now coz the memories of the frustration caused by this purchase will linger. Thank you Gainesville Furniture, the management and staff.

We bought a bed from Gainsville and are very happy with the quality of the product. However, what really sets Gainsville apart from their competitors is the after sale customer support we received. There was a minor item missing and after emailing the store they responded immediately to offer assistance. Charlotte was polite, helpful and managed to locate the item and post out as soon as possible after lockdown. Thanks Charlotte!

Gainsville Furniture in Melbourne provide exceptional quality furniture and friendly prompt efficient service for their customers even on weekends! If you want quality and stylish furniture you must consider Gainsville. I’ve shopped around to find something of similar quality for the price as we moved to Qld from Melbourne. I Iove their range so much I’ve gone back to them for quality and price. Thank you Gainsville!

I have experienced an amazing customer service from Gainsville and Charlotte in particular. She always kept me in the loop regarding the progress of our sofa. I was amazed how accurate were they with the delivery time frame. Charlotte is extremely patient and is always happy to answer all the questions with a lovely smile. I was super impressed with Gainsville's professionalism. Keep up the great work Gainsville.

Great service with my warranty claim. Spoke to Charlotte regarding my dinning chair frame broken, Charlotte found my order on their system and advised me what to do re warranty claim. She then emailed me and organised a replacement under the warranty straight away. Very happy with Gainsville's warranty provision and thank you Charlotte to make it so easy to get my dining chair replaced. Thanks.

Amazing furniture that is only surpassed by the amazing people who work at Gainsville. Shout-out to Darren (service), Andrea's daughter and everyone else we deal with at your Southbank shop. On the back of your stylish furniture and wonderful after sales support, we are planning to order another bed for our son, this week!

Exceptional service from Bailey at the Nunawadding store. It took us several visits before we committed to purchasing beds & Bailey always went above & beyond to answer our questions & help us without ever making us feel pressured. It was a great experience. Congratulations to Gainsville on having such amazing staff.

The worse customer service experience I have had ever. All the orders were damaged (coffee table, side table damaged, hanging desk damaged). The delivery time is always weeks behind. I would never ever purchase anything from this store. They are great at sales and promises I must admit.

Super happy with the level of customer service I received from the Southbank store, the team was helpful and patient throughout my shopping experience and I was surprised at how many items were stocked ready to go! Thanks Rick and team, I’m extremely happy with my new lounge suite.

It is not my first time dealing with Rick from Gainsville Furniture at Southbank, He always delivers a great customer experience, knowledgeable, approachable, accommodating. I got a great advice and am looking forward when my purchase will be delivered to my house. Thank you Rick!

Bad customer experience? NO, TERRIBLE CUSTOMER EXPERIENCE! Walking in browsing furniture and being continually ignored by employees as we did not look "wealthy" enough to afford their pieces. Note it was not in anyway even busy and still failure to acknowledge my family.

I have experienced terrific customer service with every aspect of my Gainsville journey... Andrea, Bailey and Mark all very friendly and supportive in assisting me with my choice of design and fabric. I'm thrilled with the style, feel and quality of my new sofa.

Bed took slightly longer than the time quoted however very happy with the finished product and well worth the price. Delivery was on time, assembly staff courteous and professional. Start to end service comes at a price but it was money well spent.

Love the furniture and amazingly quick and pleasant after-market service. A couch motor needed replacing after quite some time. I rang the store (Stephan) and repairman (Marco) was at out apartment that afternoon. Can't recommend these guys enough.

Best quality furniture at fair price. Very durable and long lasting items. Bought bed along with dining table and utpo the mark. On top the owners are very polite with customers service. This is definitely one stop shop. Highly recommend.

Called Nunawading store today to enquire about purchasing some bedside tables. Bailey answered the Sales line. He was super efficient and friendly. The deal was done in a few minutes. Absolute 5 star service. Thanks & well done Bailey!

Thanks to all the staff at Gainesville for making our experience such a pleasant one. Nikaela inparticular for assisting us with choosing styles and colours. Top products and top service. We will be back. 5 stars from us.

Top quality product. Great service and knowledge of stock. We had a little mix up with delivery but it was resolved instantly. We shopped with Gainsville Furniture on a few occasions and we will definitely shop again.

The experience I had choosing our couch was 110% from the start of the sale to delivery at Gainesville would highly recommend. If you have a choose from Gainesville or King do your self a favor and go Gainesville.

Stephen is an absolute gem, he was patient, understanding, and sorted us out with a sofa that had to be replaced and then refunded. The store offered a full refund for the problems we experienced.

Amazing service ! So helpful in styling .. furniture arrived and looks sensational .. amazing quality .. the reason why I am always returning to Gainsville!!!! Thanks so much (again)

Worst Customer services. They delayed bedside table order because of shipping issue and now they are asking me for pay delivery charges to get bedside table deliver to my home

Have always liked the quality and choices at Gainsville. The staff at the Southbank store are very approachable and helpful. A highly recommended store for furnishings.

Received wonderful service from Nikaela, she managed to find a product that I needed but was discontinued promptly and was very helpful with every query.

We have purchased a lot of furniture from Gainsville, the design, quality and the customer service is world-class. I highly recommend them.

Sales girl was following us around like we were going to steal the furniture !!! Give your customer some space to look and decide.

Best service ever. Felt confident in my decision. Family owned company makes a difference. Definitely buying more. Very thankful

We have purchased few items in Gainesville south bank the owner Warren and the staff was great to deal with ,thank you again .

Excellent variety of furniture and wonderful customer service by Stephen. He was really very knowledgeable and trustworthy.

Very rude and disrespectful sales staff, I would never purchase anything from this business , specially Southbank.

Mark at Nunawading was very helpful in assisting us in our decisions on dining furniture. Highly recommend

Outstanding customer service from Charlotte!! Super fast response and follow up. So impressed, thank you!

One of the worst customer service experiences and poor communication from the online team

Great customer service and awesome furniture looking forward to getting my king size bed

Great service, thank you Debbie for the follow-up. Can't wait to receive the bedroom set

The furniture store keeps calling me to come back. But all I wanted was one night stand

Well set out and some nice furniture but they had the wrong opening times on the door

Really happy to help with anything… can do attitude. Would recommend Gainesville

Didn't end up buying a couch from here but the range and service was good!

Nikaela is amazing, seriously could not have been more helpful … 6 stars

Fantastic experience. Great products and great staff. All quality.

Amazing furniture. Fantastic Customer service by Nikaela . …

Great customer service. Very helpful. Couldn’t be happier.

A must visit to see all of Melbourne see it day and night

Amazing furniture and very helpful and friendly staff.

Excellent service and well crafted furniture

Recommended. Easy to deal with.

Nicebut pricey