Trit House Reviews 7

Amazing experience with sales person, Liz. Thank you for making my house a dream place to be.

My experience with Trit House Hawthorn was nothing short of exasperating and utterly disappointing, a masterclass in how not to treat customers. After carefully selecting a package of furniture during the Black Friday weekend, with both a friend and the salesperson, Sandy, present, I was provided with a quote. Sandy verbally assured me that the quote — including complimentary delivery and storage — was valid until Monday. Sensible enough, I thought. Fast-forward to Monday, I call to finalise the purchase, only to be informed that the complimentary delivery supposedly expired the day before. How convenient. This directly contradicted what I had been told; and my friend, who stood right beside me at the time, can attest to that. When I attempted to discuss this blatant discrepancy, Sandy’s response was a dismissive, “the decision by my director regarding the delivery fee is final.” Translation: We said what we said, but now we’re saying something different, and you’ll just have to deal with it. If you value retailers who negotiate in good faith, honour their own words, or show even a hint of transparency, let me save you some time - Trit House Hawthorn is not that retailer. Buyers, consider yourselves warned. Your money, and your sanity, will be far better spent elsewhere.

Very happy with my dining table from Trit House. Always has a great range of high quality items.

BUYER BEWARE OF QUALITY AND WARRANTY !!
I purchased a dining table approximately a year and a half ago. Last week, as I was gently moving the table across the kitchen floor, one leg completely snapped and broke away from the base of the table.
After contacting Trit House,I was told that " this type of damage " was not covered under their warranty, and I would need to fix it myself.
I have to wonder exactly what type of damage would be covered ?
Upon closer inspection of the damage, I realised that several dowels and bolts were actually missing. There were empty holes where these parts should have been.
Given the table was over $4,000 and is only just over a year old, I am appalled at this company's decision to NOT back their products, or supposed warranty .
Suffice to say, I will never buy from them again .

TLDR: I bought a $5,235 Ethnicraft dining table which was delivered on December 22nd. I discovered the table had damage on one of the legs during the unboxing and because this happened more than 2 days after the delivery date, Trit House have washed their hands entirely of the problem.

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I decided to buy an Ethnicraft dining table which only Trit House had listed as having stock on their website.

There were a couple of niggling warning signs prior to purchase, such as staff being more wrapped up in talking about their social lives than dealing with customers on the floor, as well as it taking 24 hours to get a response to a message sent via their online chat, which only answered my first question and ignored all the rest.

I really wanted the dining table soon as possible, so I ended up purchasing the Bok Extendable Dining Table in Black for $5,235.

They called to organise a delivery date for a week later on Friday, December 22nd. It arrived in two separate boxes with the very heavy table top box being packaged inside a wooden crate casing. There’s no way I could have attempted assembly on my own. Due to having a Christmas Tree taking up space in my dining room, the boxes remained against the kitchen island bench until the Christmas Tree was packed away 2 weeks later. As I live alone, I needed to organise friends to help me assemble it during the busy holiday period.

The thought, care and attention to detail Ethnicraft have spent in carefully packaging their table is second to none. It was during the opening of the box for the co-joined legs that my friend pointed out there was a gouge in the wood. It’s as if something dropped or put pressure on the legs leading edge and fractured a section of it off prior to wrapping. The gouge is about 2cm x 0.6cm and stands out starkly against the black.

We continued assembling the table and the very next day I reached out to Trit House to make them aware of the defect. In trying to make the process easier for all parties, and knowing it would likely take significant time to source, replace and fit the new leg, I instead requested a discount off the full price due to receiving damaged goods. The mark was on the inside of the leg and higher up, so whilst I’m very disappointed I paid a lot of money to receive a defect free table, I could live with it if I was compensated accordingly. I thought this was a reasonable request as $5,235 is a considerable amount of money for any new product or person.

The response from Trit was that because I didn’t inspect the goods within the first 48 hours of delivery, as per their store’s terms of sale, that there was nothing they could do for me. It was suggested I visit Bunnings to buy a black repair pen.

These particular terms of sale are not mentioned at all on the product detail page, nor during checkout prior to submission, or on the confirmation pages and email. It was not mentioned during the phone call to organise delivery, nor by the men who delivered the table. I pointed this out to Trit with screenshots, posing the question of how was I to *reasonably know* about these terms of sale, and their response was that there is a small hyperlink at the very bottom of the page in the footer of the checkout page labelled ‘Refunds’, and they could no longer help me and I should just buy the black pen.

Working professionally within the internet industry designing commercial retail sites for 26 years, I don’t personally know of any lawyer who would agree that I was reasonably informed of the 48 hour sales terms via the website or any other channel.

That being said, not only do Trit House’s terms of sale contradict the Australian Consumer Laws for rights to Refund, Repair or Replacement by placing a 48 hour time limit, they also contradict who’s responsible for the costs of returning items should a replacement, repair or refund be required.

I find their response not only unsatisfactory but unethical and I’m leaving this review as I feel duty bound to warn other customers so that they too don’t experience a similar situation.

Buyers be warned.

Disappointing Service and Unfair Charges at Trit House

I recently had an extremely disappointing experience with Trit House, which has compelled me to write this review. Despite having a clear agreement, confirmed via email, to keep the boxes for a product, Trit House’s warehouse team disregarded our instructions and disposed of them. This oversight not only breached our agreement but also contradicted the company’s own standards of clear communication.

Trit House imposed an unjustified 20% restocking fee, citing their restocking policy. This is unacceptable, as the error was entirely on their part due to a failure to adhere to our explicit instructions.

The company’s failure to resolve this matter amicably and promptly has left me with no choice but to consider escalating the issue to the Ombudsman. It's disheartening to experience such poor service from a company that I once trusted. I strongly advise potential customers to reconsider before engaging with Trit House, as their service and handling of issues leave much to be desired.

Your sales adviser called Patrick helped me select a vase as a present for my friend whom is a fan of your furniture. He was mindful of my budget and answered any questions I had even though he is training. He is an asset to your team.