Frustrated, disappointed, and feeling completely misled.
We visited WoonMall Villa Arena expecting quality couches and professional service. Instead, our experience with Sucasa and FeelgoodLiving left us frustrated, disappointed, and feeling completely misled.
It appears to be the same company operating under two different names. The stores sit right next to each other, and the same sales staff work on both sides. That alone should have raised red flags.
We were assisted by Danielle, who initially seemed helpful. She informed us that delivery would take 18 weeks — already a long wait. Then came the upselling: electric recliners, additional specifications, and custom features. She sketched the couch layout on paper, we negotiated a total package price, and we agreed on what we clearly understood to include two electric recliners, one for each of us.
Here’s where the problem started.
After agreeing verbally, Danielle redrew the configuration on a thin yellow document that looked like a delivery note. Only later did we discover this was actually the sales agreement. The drawing on that document did not fully reflect what we had agreed upon. Small but crucial details were left out. Months later, when the couches were delivered, we received only one electric recliner instead of two.
When we raised this issue, Sucasa claimed the price only covered one electric recliner. Conveniently, the written document supported their version — not ours. The total price was negotiated as a package, but specific negotiated elements were omitted from the paperwork. Now it’s “our word against theirs.”
Another issue: Danielle verbally told us 18 weeks delivery, but the document stated 18–20 weeks. Again, a subtle difference that works in their favour.
We were asked to complete our contact details on the document, but our signature was never requested. On the back of that thin paper were the terms and conditions — but these were never verbally explained, never pointed out to us, and we were not told to read them.
In fact, we only became aware of the terms and conditions on the Wednesday — three days after placing the order — when we informed them that we wanted to cancel due to personal reasons. That was the first time they directed us to the terms and conditions. Until that moment, we had not been made aware of them at all.
We attempted to cancel just three days after ordering — before production could reasonably have started — and even offered to pay a fair administration fee. Instead, we were told cancellation would cost 30% of the total order value. When we challenged this, we were told to “read the terms and conditions” and to “get legal advice” if we disagreed.
At that point, it felt less like customer service and more like intimidation.
We felt trapped. Cancelling meant losing a significant amount of money for what appeared to be no actual production work done yet. Continuing with the order didn’t feel right, but we felt pressured into doing so to avoid further loss or legal threats. The entire situation felt designed to lock customers in and maximise profit margins through technicalities.
What started as excitement about new furniture turned into months of stress and disappointment.
My advice:
• Read absolutely everything before paying a deposit.
• Do not rely on verbal agreements.
• Insist that every agreed detail is clearly written.
• Take photos of all documents before leaving the store.
• Check reviews carefully before buying.
• Be aware that online purchases often provide stronger consumer protection than in-store purchases.
Based on our experience, the sales tactics felt misleading, the documentation unclear, and the cancellation process unreasonable. Please do your research before buying from Sucasa or FeelgoodLiving. We certainly wish we had.