Quality Control does not exist
Being in Australia, I made a conscious decision to do the right thing and buy from an Australian company.
Delivery was quick, however that is where the positive experience ended.
When I started assembling the desk, I noticed that the expected pilot holes were not in the correct locations. I contacted your online chat team and emailed photos, only to be told that your QC team must have missed it.
Given the nature of the issue, I find it difficult to believe I am the only customer who has experienced or reported this problem.
Your team did offer to replace the tabletop, however by that stage I had already removed my old office desk and could not wait another week for a replacement.
I was then offered a $100 refund. Given the desk cost nearly $1,200, that amount does not reasonably reflect the inconvenience, time, and effort involved in resolving a defect that should never have passed quality control.
I had to realign the components myself, take measurements to ensure everything was centred and correctly offset, then pre-drill the holes and assemble the unit properly. That is not what a customer should have to do after purchasing a near $1,200 office desk.
If this is the standard customers can expect when buying Australian, it is disappointing and makes it difficult to justify choosing local suppliers over other options.
Team, I would like to understand how such a significant QC issue was able to pass through your process without anyone checking that the jig, alignment, and drilling points were correct.
I look forward to your reply and a more appropriate resolution.