cocorepublic.com.au Reviews 

I have a fabric headboard and base. The headboard has discoloured badly but the base is fine. I contacted them to see if they could let me know the name of the fabric - or to supply me with the fabric so I don't have to recover the base. They said they could not recover the headboard for me - nor would they supply me with the fabric name or supplier. Hence I would have to recover the entire base and headboard

Coco Republic: An Absolute Nightmare in Customer Service and Product Quality
My experience with Coco Republic has been nothing short of a nightmare. If you value your time, money, and sanity, please read on. Here's a detailed account of the disaster that began when I purchased a modular high-quality leather lounge suite on 31/10/2021, totalling an exorbitant $13,014.
Appalling Delivery Failures:
1. Broken Promises: Despite being assured of a 7-day delivery by their staff member C, my lounge suite arrived over a month late on 13/12/2021. This egregious delay came after countless calls and emails and the promise at the time of the sale that it would be delivered in 7 days.
2. Initial Quality Issues: By 10/08/2022, the colour of the lounge suite started fading badly. Coco Republic’s response was shockingly dismissive—they offered a replacement but refused to guarantee against future colour fading.
Incompetence and Negligence:
3. Damaged Goods: When the replacement finally arrived on 24/10/2022, it had water stains from being delivered in the rain. Despite my explicit request to replace only the affected section, Coco Republic insisted on replacing the entire lounge suite—an unnecessary and outrageous decision.
4. Excruciating Wait Times: The second replacement lounge suite arrived in May 2023, a staggering seven months after the initial issue. This delay is a testament to their complete disregard for their customers’ time and satisfaction.
Gross Unprofessionalism:
5. Further Quality Deterioration: By 09/05/2024, (12 month later) the cushions attached to the frame collapsed on the corner piece and the adjacent piece
Multiple follow-ups were ignored due to Coco Republic’s revolving door of staff who clearly lack any sense of responsibility or professionalism.
6. Insulting and Offensive: When a technician finally inspected the collapsed cushions, they had the audacity to question if my weight was the cause, despite me being 179 cm tall and weighing only 68-69 kilos. This was not only insulting but indicative of their desperation to deflect blame.
Blatant Disregard for Consumer Rights:
7. Ignoring Requests for Refund: On 12/06/2024, fed up with the endless issues, I requested a refund. What followed was an unpleasant conversation with a customer service leader C.T. and an indifferent response from the company’s management.
8. Refusal to Honour Warranties: Despite referencing the product warranty and my rights under Section 54 of the Australian Consumer Law, Coco Republic continued to deny any responsibility. Their so-called third-party report was clearly biased, and they refused to share its contents, further highlighting their lack of transparency.
Final Insult:
9. Dismissive Management: My attempts to escalate the matter to Managing Director T.S. and Customer Care Manager C.T. were met with utter indifference. They outright denied responsibility and refused to engage in any meaningful resolution.

Conclusion: Coco Republic epitomises everything wrong with customer service and product quality. Their persistent delays, inferior products, unprofessional conduct, and blatant disregard for consumer rights are appalling. They are more interested in making excuses than in resolving issues or honouring their commitments. If you value your money and sanity, read this note again. This company is a masterclass in how not to treat customers. You can see it from a 2.4 star review that they have managed to get!!!
Next Steps: Due to the complete lack of resolution and Coco Republic’s utter disregard for consumer rights, I will be contacting Consumer Affairs and the ACCC to investigate this matter further. Please read all the 1 star reviews !!! how can a company be happy with that performance!!!
I will update as this saga develops further!

I had a lovely experience at Coco Republic recently. I went into store to have a browse and to pick up a few cushions. Brenda was my salesperson and what amazing service.
She was very knowledgeable and definitely pointed me in the right direction.

I am overjoyed with the customer service and styling advice from the staff, who are trained interior designers, and with the furniture sold by coco republic. I ordered the velvet Westwood sofa on the recommendation of the instore interior designer at Southport. It didn’t look amazing in the picture but I was assured it would be perfect and indeed it is. It is elegant, unique and beautiful. Thank you so much!

I would not recommend purchasing from Coco Republic. I purchased $61,000 worth of furniture in November 2023 ready for my move in date of mid March 2024. It is now July and I am still waiting for the 2 stratten lounges to arrive that were due early April. The delay due to quote “the design consultant misreading the order”. I received this information from payments team only in early May. The showroom denied any delay and told me they were in transit from East coast to Perth which they were not. There is zero communication initiated from Coco. I had to initiate all contact and constantly chase for updates. Their website states if there are any delays to orders you will be contacted this clearly did not happen. 90% of my order did not arrive by the dates initially given. I had a total of 42 items. The delivery dates on my account online would continuously be extended without any notification. 2 occasional chairs delivered were damaged one with a missing foot with a sharp nail sticking out which then scratched my new floorboards. The other with a scratch in the leather. I am still waiting for the scratched leather chair to be fixed but once again silence from Cocos. They clearly do not have any procedure in place for providing customer service and updates to customers once the sales are made. Very disappointing.

A wonderful experience with Store Manager Gian who listened to our requirements with helpful suggestions and advice. Would truly recommend Gian

Terrible customer service. We ordered some chairs that arrived in the wrong fabric. Despite calling CR immediately and asking them to exchange them as they were not what we ordered (we had photos to prove what we were expecting) they refused to exchange them and the store lied stating we specifically asked for the other fabric. Would recommend not purchasing from Coco Republic, especially not the CROWS NEST store. The hassle is not worth the money. Will never be purchasing from them again and will inform my friends and family.

In Feb 2022 we took delivery of 8 Miami chairs and 3 barstools from Coco Auckland. 18months later the cane weave started to deteriorate, we rang CoCo Republic who sent a tradesman to look at the chairs, he told us that in his report he would say the chairs were a result of manufacturing issues. It has been a protracted battle since. WHAT SHOULD HAVE BEEN A QUICK FIX SOLUTION ON THEIR PART TURNED INTO A FRUSTRATING AND STRESSFUL EVENT. Coco republic are difficult to communicate with and it was necessary to pester them with letters, emails and phone calls to get a result. They eventually offered a Store Credit which we refused. Continual prodding on our part has finally resulted in a refund. I suggest the issue with Coco Republic lies fair and square on the shoulders of their management.
It must be difficult for their support team to have to deal with policies that do not appear as being in tune with good customer relations. The consumer laws in NZ are much stricter than Australia. We will not buy anything else from this retailer.

A courier apparently came to my street did not ring the doorbel and did not call beforehand and i only received a text later on. Now they want to recharge for delivery or they will charge $500 per week or "storage".
I have never come across such bad service and repeated emails stating the very same thing over and over like robots refusing to respond to alternatives. I try to call them and it goes through a system of numbers but when you get the number you want it eventually rings out. I spoke to one woman in Melbourne she was very nice but this customer service in Sydney is the worst i have ever come across. I would like to let them know because i cannot reach the company to complain

Worst company I have EVER dealt with

OMG! On the 4/1/24 I reported my outdoor furniture had faded unevenly and looked grey(from black) and stripey. They duly sent their fabric technician and his report supported my complaint. It took 8 weeks to have it picked up and they only took the sofa not the armchair. Another case had to be initiated for that. Still not resolved and 2 weeks still no credit for the sofa. Extremely unhappy. Poor quality and poor after sales service indeed!

I’ve bought many items from Coco Republic and Timothy Oulton over the years. While their furniture is of a decent standard, their vintage overdye rugs are an absolute disappointment. They are made of a synthetic (viscose, not wool) and don’t withstand the care instructions given by the company itself. Don’t fall for this overpriced product unless you want the colour to rub off after its first wash and be left with a colourless rough rug.
For $7000, you’d expect the quality to be of a much higher standard.
While the showroom staff were helpful and courteous when dealing with my feedback, the craftsman reviewing my complaint was clearly disinterested in finding a fair solution.

Do not buy anything from them, horrible customer service. They just don't care once the goods are sold.

I had a very bad experience with outdoor concrete table, after a year it cracked and customer service did not want to know about it. With the help of our interior designer they finally replaced it with the new one and a year later same thing happened again. They sell poor quality products and I would not consider to buy anything from Coco republic in the future.

I bought an outdoor couch and chairs. The material is poor quality, I vacuum over it with a special upholstery Dyson attachment and it got marked.

Normally with other outdoor sofas, you wipe them with water and voilà… it didn’t happen.
In my opinion the ones from Bunnings are more resistant and better quality.
Also,The stitching started coming out almost after a moth… the worst 5k we spent.

I’ve tried to contact them several times and their head office is just awful communicating. The only one willing to help was the employee at Moore Park who sold us the lounge. Her hands were tight and she couldn’t do much.

It’s been a year since we bought it and the couch is loosing its shape.

I purchased a rug from Coco republic 3 months ago for $2000 after looking at it and the sales lady telling me it was very popular
After 2 months I notice it matting where I sit at night I contacted the Alexandria store to advise them and was asked to send photos They then sent out an “expert” who said it was a very fine rug and should only be used in areas where there is no traffic ?
They have now said it’s normal wear n tear and offered me $500 voucher ???
I live alone and a single 70 year old lady
I asked to speak with the manager to be told they don’t talk to customers???
My last purchase from Coco republic

We purchased a very expensive couch which arrived damaged and coco republic have refused a replacement or refund

Horrible customer service at premium prices. If you buy from Moore Park store especially floor stock well good luck. There’s no understanding or compassion that you will get but they will gladly take your money and charge $170 for delivery. But they will not accommodate anything. What a terrible experience. No coco republic Moore park - I will never buy anything from you again. Or from any other coco republic store either. And the store manager was a condescending jerk.

How Coco Republic is still in business amazes me, especially after reading reviews of people who had experiences similar to me. Do yourself a favour, no matter how much you like the item in the showroom, do not buy it because the products in the warehouse will likely be of a different quality. I am convinced this company buys in bulk on the cheap from places like China and slaps their label on it without properly quality checking the products. Once you get the item shipped, if it has anything wrong with it, you will spend months of your time going back and forth with the customer service team and then if you genuinely deserve a refund they will make it extremely difficult to get it approved and take months to pay you, even after they take the product away. Coco Republic should be ashamed of the fact that they market themselves as a luxury retailer but send faulty products to customers, provide poor customer service and hold out on refunds that are genuinely needed to resolve the issue. You’ve been warned… don’t shop here.

We purchased the Montara marble ($3344) table, the delivery drivers scratched the top of the table with their yellow trolley. We were given a number to call, this is an overseas 1300 call centre who basically take message and cannot help at all. They try to transfer you through to a representative in Australia while putting you on hold for extended periods of time, but majority of the time they are on another call or on a break so you have to wait for them to call back. For a so called ‘premium’ brand the customer service is very disappointing. To have the scratch repaired, we have to have a virtual call with someone, almost 3 weeks and still no resolution! Would NOT recommend.

Coco sell nice expensive products unfortunately they fail to deliver in customer service and delivery of good. We’ve been waiting for our furniture item since April delivery meant to be May and this has changed 3 times now to October. Nil communication only when you contact them do they offer an explanation.