Warning over online furniture shop

Photo: The Rattan Collective
Photo: The Rattan Collective

AN online furniture store has been accused of taking payment from customers but failing to deliver the goods, with several WA customers affected.

Consumer Protection in WA has issued a public warning about Hub 9 Pty Ltd, trading as The Rattan Collective, based in Nashua, New South Wales.

The Directors of the company are Darren Spencer Jarvis and Leanne Maree Jarvis.

The company receives orders from the website www.therattancollective.com.au which does not list a contact number or address for the business, meaning consumers can’t complain that they when their orders don’t turn up.

A total of 45 complaints against the online store have been received by numerous state consumer agencies – 34 in NSW, five in Queensland, one in South Australia and five in WA.

In WA, a Mount Helena consumer paid $2119 by bank transfer in March 2019 for a king size bed, while a Victoria Park consumer paid $2278 for two single beds – with none of the products arriving.

Also affected were a Karrinyup consumer, who paid $574 by credit card in September 2018 for a baby bassinet and mobile hanger and a North Perth customer who paid $1108 by credit card in May 2018 for a baby cot and storage basket for children.

Commissioner for Consumer Protection David Hillyard said neither the consumers nor Consumer Protection were able to contact the company to resolve these issues.

“There are no address or contact details on the website, making it difficult to discuss a resolution to the complaints with the trader,” Mr Hillyard said.

“We note that there are also a large number of complaints against the company on product review sites highlighting the same issues of non-delivery and lack of response to enquiries or requests for refunds.

“Two of the WA consumers in this case who paid by credit card managed to get a chargeback from their provider – that’s why we recommend consumers consider paying by credit card when buying online so they have that option available if the goods don’t arrive.

“Considering the number of complaints Australia-wide against The Rattan Collective and the company’s failure to deliver online orders after taking payment, we would urge consumers to take their business elsewhere.

“Avoid purchasing any items on their website until these issues are resolved.”

Customers who need to lodge an complaint can do so online via the Consumer Protection website.