We visited Tigress Furniture inTerry Hills mid-2017 and ordered various items for our house. The service during the buying process and up to delivery was professional, attentive and helpful.
When we received our goods, we noted that we were missing a matching wingback chair and the other one was damaged. We immediately contacted the shop by email, which they responded asking for images which I promptly sent. After waiting ten days with no communication from Tigress, we emailed asking if they could please update us on the missing chair and replacement of the faulty one.
Then silence, for three weeks, although in fairness a tiny portion of this was over a Xmas period needs to be taken into account. After three weeks we tried to call, no reply, so we emailed asking if they had an update.
Tigress emailed back the same day and apologised saying that they are awaiting the supplier (Vivin Imports Pty Ltd) to receive stock and that they have pushed the lead times back a couple of times. The email continued to say that they would swap the damaged chair providing further waiting time for the new and the replacement of 2 weeks (5 months after the initial order).
The email was polite and thanked us for our patience in the matter. It did though slightly alarm me, as the order was placed 4/5months earlier and paid in full prior to delivery. My thoughts and concern were that it appeared that Tigress asked for and received payment for an item that they did not have or intended to deliver.
At the end of the period, silence, no follow up call letting us know what is happening. We called the store and was told the wing back chairs were still not in and we would have to wait another three weeks. (six months after initial order and three months after being paid in full).
During that call, it was discussed that Tigress would reimburse the money owed on the missing chair, collect the damaged one within seven days and then credit our account once back in the store.
The seven days turned into eight with no contact from Tigress. We sent a further email asking them to respond as we wanted the matter resolved. In a last-ditch attempt to obtain a resolution, we asked if we could receive a response to this email in seven days. If not after months of trying to resolve this we, unfortunately, have no other recourse than to take this matter to Fair Trading to reclaim our money for items not received and damaged.
It is a real shame as I had planned to purchase more furniture from Tigress both externally and internally. I have now gone elsewhere which has opened me up to other places where the service has been excellent.
After posting this review, I received a call from the owner who is passionate about the business and the customers. The call was sincerely apologetic and wanted to let me know that due to the desire for all customers to have a good experience, some internal changes have been put in motion and has happily resolved the situation with myself concerning the two chairs.
The reason for giving this company four stars is because I admire the strength of character for anyone to deal with a complaint head-on and to turn it into a positive experience not only for the aggrieved but also for other people who will later purchase from them