Consumers buy from online furniture store but get nothing in return (The Rattan Collective / Hub 9 Pty Ltd / Darren and Leanne Jarvis)

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An online home furnishing store based in NSW has been taking orders and payments on its website but dozens of consumers Australia-wide have not received their goods or a refund.

Consumer Protection in WA has issued a public warning about Hub 9 Pty Ltd, trading as The Rattan Collective based in Nashua NSW (near Byron Bay). The Directors of the company are Darren Spencer Jarvis and Leanne Maree Jarvis.

The company receives orders from the website which does not list a contact number or address for the business and consumers complain that they cannot communicate with the operators 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.

Details of the five WA complaints from those who didn’t receive goods are:

  • A Mount Helena consumer paid $2,119 by bank transfer in March 2019 for a king size bed;
  • A Victoria Park consumer paid $2,278 by bank transfer in February 2019 for two single beds;
  • A Karrinyup consumer paid $574 by credit card in September 2018 for a baby bassinet and mobile hanger;
  • A North Perth consumer paid $1,108 by credit card in May 2018 for a baby cot and storage basket for children;
  • A Perth consumer received a baby cot ordered in April 2018 but didn’t receive a conversion piece valued at $120.

Commissioner for Consumer Protection David Hillyard said, in recent months, 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.”

WA consumers who have issues with deliveries from The Rattan Collective and have yet to lodge a complaint, should do so online via the Consumer Protection website. Enquiries can be made by email or by phone 1300 30 40 54.


Media Contact: Alan Hynd, (08) 6552 9248 / 0429 078 791 /

Consumer Protection
Media release
19 Dec 2019

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