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In this guide
Forget spending your weekend hauling yourself around busy furniture showrooms with overbearing staff. The new way to shop for furniture is online. With a few clicks, you can order a brand new sofa and be cuddling up in front of the TV in no time.
Or that’s the idea behind Lounge Lovers anyway. Set up in 2011 by Aussie Derek Kerr, Lounge Lovers is all about making high quality, designer furniture accessible and affordable for all. But does it deliver on its promise? In this Lounge Lovers review, I (Cosier editor and co-founder Sarah) put them to the test, thoroughly exploring everything from their range and website experience to customer service.
At a glance
- 21-day change of mind policy.
- Great website experience.
- Beautiful range of furniture to suit most homes.
- Limited options outside their core range of living furniture.
- Delivery and stock seem to be issues.
- Lack of transparency around suppliers and manufacturers.
Who Lounge Lovers is best for
People who want the convenience of buying modern, well-designed furniture online.
What you need to know
Ordering and delivery
Prompted by a recent move to a rental, I was after a set of drawers, ideally that would set me back less than $500. Browsing the site and finding what I needed was easy thanks to the well-organised site navigation. Choosing storage, I could browse by product type or collection. I did find the site a little glitchy - the drop down menus didn’t always appear, for instance. But that could have been my browser rather than a site issue.
I was served up 9 options, which I could filter and sort in many ways. I was a little disappointed that there was only 1 option in my price range, the Archer Chest of Drawers. The product page was easy to navigate and I liked the handy badges that told me it was in stock, available online only and needed some assembly. It was also easy to spot the dimensions to check it’d fit my new bedroom.
I selected my colour, entered my delivery postcode and it told me delivery was $49. There was a simple 3-step buying process, involving my details and my delivery address. I was offered a free option to pick up from their warehouse but instead I opted to pay for delivery.
The first available delivery date was 1 and a half weeks later and I was told I’d receive a text at least 1 day before delivery to tell me my 3-hour delivery slot. Then it was just payment details (a great range, including credit card, PayPal and Google Pay) and I was done.
Although Lounge Lovers say they offer express delivery, I’m not sure that a date 9 working days in the future for Melbourne delivery counts as ‘express’.
Lounge Lovers offer a really wide range of online furniture, especially when it comes to their namesake: lounge. There’s a great range of sofas, armchairs, ottomans, sofa beds, chairs, tables, and home decor, some with easy to spot in stock badges. The only things they don’t have a huge range of are chest of drawers and bedroom stuff, including bed frames.
Style wise, Lounge Lovers will have something for most people, opting for clean, modern and minimal lines, alongside more classic and traditional styles. It’s important to understand that although most of their pieces are designed in Australia, they’re actually manufactured offshore, usually in China. There’s not much transparency about their manufacturers or suppliers, which makes me think they might not be the most ethical or sustainable choice.
Depending on what you order, you can expect your Lounge Lovers furniture to be smartly packed in a way that minimises waste while still protecting your purchase. If Lounge Lovers delivers it themselves, rather than a courier company, they will unwrap the packaging and take it away too. Too easy.
Lounge Lovers offer a 21-day change of mind returns policy. This means you can return your purchase, in its original packaging, within 21 days of receiving the delivery or picking it up. Given that most returns policies I’ve seen give you a number of days since dispatch, it’s refreshing to see a company offer a much fairer deal, especially with the delivery delays a lot of us are experiencing.
Returning your purchase is simple, thanks to their online form. Once a team member has made contact (within 3 working days), you need to repackage your item and stick a returns label on it. Lounge Lovers’ delivery team will then pick it up and deliver it back to them - no faffing around arranging returns yourself.
Within 10 working days you can expect your refund, less any shipping fees. Note that you can’t get a refund on assembled furniture, like tables; clearance items; bedding; pillows; sofa covers; and made to order products. Most customers give Lounge Lovers 5 out of 5 stars for the ease of their returns process, although there are a few unhappy customers.
There are many different ways to contact Lounge Lovers, including phone (Monday to Saturday), live chat (7 days), email (7 days, expect a response within 4 hours) plus in-store.
Most customers rate Lounge Lovers’ customer service highly, praising how easy they are to get in touch with and how quick and easy it is to fix any problems. People also rate their in-store service if you’re more about the traditional shopping experience. A few unhappy customers complain about delivery timeframes being unreasonably long (4+ month delay), items they’ve bought showing as in stock not actually being in stock, constantly missed delivery promises, and some quality issues. Overall, customer service complaints are in the minority.
Clean, modern, lovely to look at and use with large product photos - what’s not to love?
As well as off-the-rack furniture, Lounge Lovers offer some customisation options, including choosing your own fabric and leg finish and changing the dimensions to fit your space. Not sure what the fabric will look like in your home? You can request free fabric samples online.
There are also 8 showrooms across Australia, where you can view some of the products for yourself and not just on a screen.
What is Lounge Lovers price range?
Lounge Lovers’ prices start at $89 for a dining chair and go up to $6,999 for a sofa.