Koala Living

Hi Margaret just make sure you check the sofa if delivered. My new sofa was deliverd with a tear in the fabric amd Koala refuse to to replace it instead offering to try to buy me off with a $100 voucher.

That’s not good customer service. These companies are like that. Bought a coffee table in Covid damaged. They picked it up but said they couldn’t deliver another one. Waited months for my money back. That was Freedom.Good Luck getting it changed over

Thanks Margaret. It's now become a nightmare.

Thanks Koala Living. However I have exchanged over 12 emails with your customer service team over a four week period, taken multiple photos and provided a lot of information, and all you offered was upping the $100 voucher to a $300 voucher. I will be discussing this with Consumer Affairs Victoria

The problem with Koala's delivery company is that they say you have to inspect the item for any damage before they leave your premises. After that they take no responsibility. I had a couch delivered a month ago and I asked the delivery team to wait while I inspected the couch. They wouldn't wait. What was I suppose to do? Lock them in my house while I inspected the couch? And when I did inspect the couch there was a tear in the fabric. Neither Koala nor the delivery company has taken the issue seriously. Koala offered me $100 to take the couch with the tear, then $200 to keep the couch. Why should consumers accept damaged goods? They are a disgrace

Thanks for the reply. These kind of reviews damage how a company is perceived by potential customers. I want to add that we ended up not buying through Koala due to this. We purchased a new couch from https://fafaliving.au/ and there was a miscommunication around what it came with. I asked if it came with all the cushions in the photo, and they said yes. Turned out it only came with 2 of the 4 pictured cushions. However, they apologized and said that it was their issue, and they would supply the additional cushions for me which I received this Tuesday gone. That's good customer service and I checked the linked T&Cs above from Koala, and it doesn't even mention damage. No one is going to accept a damaged couch, for $100 or $200 cashback - there is a reason we pay top dollar for a NEW couch.

I wish I was as wise as you Ian. It just never occurred to me that a damaged couch wouldn't be swapped over. It's just bizarre Koala thinks this is acceptable. Sounds like you made the right move.

If that happened to me I would put my Difficult Customer Hat on and start making life hell for them until I get what I paid for. VCAT here we come.

Ian that's exactly what I'm going to do, along with making a complaint with Consumer Affairs Victoria. In terms of legal proceedings, I'm also going to see if other disgruntled customers would like to join me. I hope you're enjoying your new couch. I'm not using mine because I don't want to give Koala Living any ammunition and suggest I damaged the couch.

Yes I'm aware of that. Perhaps re-read my comments above. I asked the delivery people to stay whilst I inspected the couch. They would not stay. What do you expect me to do? Physically restrain two men whilst I photograph the couch?