‘Don’t deal with them’: Customer’s act after furniture store turmoil

A national furniture chain is in hot water after dozens of customers claim they’ve parted with thousands of dollars without getting their goods.

A customer who claims she lost about $8000 to an Australian furniture brand walked into one of its stores and took about $2000 worth of goods after the company failed to give her a refund.

On Monday morning, NSW Fair Trading issued a “do not deal” warning against Home Sweet Home furniture after receiving more than 100 complaints about the company since January 1 last year. The company is owned by Daniele Nicolo Maisano, who strongly denies any wrongdoing.

The furniture chain has closed all its Queensland stores. Picture: Supplied

Mr Maisano said he is working to get customers their furniture. Picture: News Corp Australia

The chain has closed all its Queensland stores but still has stores in NSW.

Speaking to news.com.au, Melly Jan said she put in a massive online order with Home Sweet Home to furnish her “whole house” in June last year, including a lounge and a marble dining table. She is yet to receive the items.

In March, Ms Jan decided to take matters into her own hands, going in-store and taking about $2000 worth of goods.

“I read their terms and conditions, which said you can cancel your order. I literally walked in and said I want to cancel,” she said.

“[The employee] pushed back, but I just said I’m not going to cause a scene. I’m just going to start taking things that I like.”

Ms Jan filled up her car with goods from the store. Picture: Supplied

The chain still has stores across NSW. Picture: Instagram

Ms Jan filled up her SUV with the staff member, saying she would “update her order”.

“It’s been a nightmare, and it’s hard seeing what’s happened to other people,” she said.

“They made me feel like they had killed my dream.”

James Hita purchased a couch and a dining table from Home Sweet Home Helensvale last year. He said he was charged $3140 for the items, but never received them.

Mr Hita said he luckily received a refund from his bank, but is still about $800 out of pocket.

He said he tried nine times to contact them, but felt like he was being told to essentially “shut up and wait for them”.

“I was lucky the bank gave me a chargeback because it was outside the time frame,” he said.

On their website, Home Sweet Home is described as a “proudly owned family business”.

“Our founder has immense experience in all stages of the furniture industry, starting with a furniture factory from the early age of 18 and running a full operating timber mill in South America at the age of 21,” the website states.

“Growing up in this industry and being a hands-on part of it as it’s ever developing, we thrive on this setting us apart from any other furniture company.”

Daniele Maisano, who was formerly from Bankstown in Sydney’s west. Picture: News Corp Australia

Daniele Maisano of Home Sweet Home. Picture: Supplied

In a statement made by Mr Maisano in February, he blamed the issues on “severe economic challenges” and “warehouse theft”.

“We are actively working with NSW Fair Trading and Fair Work Australia to ensure outstanding employee entitlements are honoured through structured payment plans,” he said.

“We are also refunding customers for unfulfilled orders on a weekly basis, demonstrating our commitment to doing right by those who have supported us.

“I have never engaged in any wrongdoing and remain fully transparent in my role as director.”

Originally published as ‘Don’t deal with them’: Customer’s act after furniture store turmoil