Reviewer Photos & Videos
- Online Store
Terrible customer service
The delivery date was delayed. Top of 35% deposit more than $1400, a full balance was asked to be paid before a month delivery. The company gave me a $20 discount on your invoice if you put a google review in the ordering stage. I am afraid Koala often delays delivery, and deliver the broken product, refused to refund according to the customer reviews. The company never return my call and reply my email in the last 2 months.
I placed my order in early Jan and it did not state on the website that it wasn't in stock. When I chased up my order several weeks later, they said out of stock, 6 week wait! After 6 weeks, I contacted them again, they said another month. Another month went by, STILL no order. I've chased it several times (they have never once contacted me first) but they keep blaming the shipping company and saying they cant get in contact with them as to where my order is. APPALLING EXPERIENCE. I still don't have my order and have no idea when I will.
Delivery ridiculously slow
I was happy enough with the pieces ordered and the quality was good but prepare to wait a very long time for delivery. The items arrived months pass the eta given. I would think twice before buying from them again. Follow up with the customer service team was time consuming.
They just can’t deliver on time. Bought soo many art work, clocks mirrors bay stools side tables. Supposed to get delivery in feb but they kept changing every month and now they say month MAY. Most of all the dining table supposed to come in May and now they say SEP. just don’t have words to share my frustration. They get full money and don’t deliver on time. 2-3 weeks are acceptable but they do change it to months. And it’s just the beginning.
Atrocious customer service
I ordered the valiant lounge suite and paid in full Dec 29th 2020, was told it would delivered in March 2021. Continuously trying to chase them up to confirm updated delivery date is impossible: they don’t answer phone, don’t reply to emails. I can see the suite is available for delivery in 2 weeks but still no correspondence. Getting very frustrated with this company.
Terrible costumer service
Very poor customer service. Ordered two months ago, got a text message that my order is ready for pick up but only one out of five chairs had arrived at their warehouse. I was told they will deliver all five chairs for free in two days. It has been almost four days and still has not heard back from them! I cant contact their consumer service. I won't recommend anyone buying anything from them!!
- Online Store
Long waiting period for delivery
I have ordered a coffee table on the 1st week of March and I have not received any update at all in terms of the delivery status. Koala Living should improve the delivery time of their products. I am basing my experience with the other online stores. I have ordered products from UK, USA and even in Melbourne, and they arrived quickly even if some of them were ordered at a later time. Honestly, I am not keen to order again from them.
After reading sooo many negative reviews, we were afraid to receive our order
After reading sooooo many horrible reviews, we were honestly afraid that we were about to experience the exact same! Even more so because we had ordered our Rafiki Bench Mango Wood on November 30 2020, told we would be receiving it mid March 2021, called early March to double check was still on track, only to be told not quite sure when you will receive it, called a second time and was now told it would be May!!! Naturally I was alarmed cause numerous negative reviews had two commonalities: extremely late deliveries and the received product tur...ning out to be of inferior quality, so I kindly and firmly demanded that my inquiry be escalated as their Call Centre Staff were extremely unhelpful. I find that when Australian companies have overseas call centres, A LOT gets lost in translation, but apologies as I digress (that's a whole other story, lol). Anyways I was then contacted by Charini who was professional and lovely, confirmed my bench was now arriving at it's original time frame of mid March (so not sure why I was advised otherwise previously), and I also stressed to her that I had read numerous reviews where customers were receiving inferior products, and would be returning mine back if likewise! But luckily i can say that our Rafiki Bench Mango Wood is exactly as per the pictures, we absolutely love it (we are waiting on a custom made cushion for it to arrive), and will then fit perfectly in our hallway! Now to conclude, my partner and I thought that maybe we were just lucky with our order, maybe Koala Living has now improved their quality control, or maybe cause we stressed to Charini that we were aware of negative reviews, and stressed would return our bench etc, maybe she made sure our order was 100% satisfactory before it left their warehouse. Who knows, but all we can say is that credit must be given where it's due and are extremely happy with our purchase.
May or may not arrive !!!
Ordered in September 2020, got some of the products in late March 2021 after loads of back and forth just be be told that now one of the products is not available !!! I am fuming as their customer service is the worst I have ever experienced and while I understand Covid is to blame for some of the delays, the extend of incompetency to provide information about who is delivering what when is I believable... they had a courier booked for delivery with tracking number and all for product arrival today just to then cancel the order as they no longer have the item in stock. DO NOT ORDER, it’s not worth the headache it causes you !
Disappointed incorrect order and damaged item
Waiting three and half months for my order to come only to have incorrect colour sent out. On top of that it’s been back and forth trying to have the issue resolved and now I’m told that it will take another two months for my correct order to be send out. Disappointed
The reviewer stated that an incentive was offered for this review
1 YEAR WAIT FOR CHAIRS - AVOID THIS STORE
No refund, no customer service, no product delivered
This store does nothing but deceiving their customers
Do not pay anything for your order because you wont get them
They are display shops, their product comes from cheap asian markets
They look fancy - they are not worth your money
AVOID - go other shops, this shop will steal your money
- Online Store
6 months and still no chairs - or a response!
This mob needs to get shut down. Its been sitting in their Melbourne store apparently for 45 days not to deliver to sydney. Thats after 3 month delay.
Disappointed, angry, frustrated
Placed an order in September last year with a promise to be delivered before Xmas. Xmas alright, it’s March 21 now. Keep postponing every month. When you send an email to them, they will try and please you with free delivery or a little bit of discount or something else which is irrelevant.
I’m about to send an email for a full refund but I’m not going let this go easy. These guys must be reported to the consumer affairs and we must all get together and put a review on all social media etc.
Extremely disappointed and angry.
Deceptive advertising on time frame
We ordered the modern sofa with the impression it would arrive within the day as promised on the website. However, it is coming one month after we ordered it and just received notice it would arrive another fortnight later making it 7 weeks. The ottoman arrived and it’s the wrong colour! We feel quite deceived as part of the koala promise is that their furniture arrives quickly and one of the reasons we paid the significant amount for it. We were told they did not expect the sale rush - poor planing.
Wow - could that be worse?
Ordered 1 Sofa on 26.12.2020 from Castle Hill store and was told because of Covid delivery would be 2nd week of Feb or the latest by 3rd week of Feb.
Called them 2nd of Feb just to check if everything is on schedule. Was told the delivery is now looking at first week of April. I told them that it is significant delay comparing to what i was told when i placed the order and if they can do something about it.
few days later got a call from the Store manager saying that they found 1 sofa in one of their warehouse and it can be delivered next wee...kend and I will have to go to their store to pay the balance. I went to the store next day and paid the balance and manager ensured me i am getting the sofa next weekend. Last Saturday delivery driver rocked up saying that i got a used loan sofa. He said he saw the brand new sofa in the warehouse but warehouse manager told him this sofa is for someone else. Delivery driver called the store manager and store manager said its a miscommunication and asked him to give me that loan sofa. I declined that sofa as I dont want a used loan sofa and asked delivery person to tell the manager to call me but didnt get any call from the manager.
- Online Store
I placed an order for a dining table and 6 chairs on 14th Sep 2020. The site mentioned I should be able to get it by early Dec. When I contacted them in December to check about the status, then I got a response that it is postponed until February. I understand shipping delays but what I don’t like is that they didn’t update us proactively about change. Now it’s already mid of Feb and when I contacted them on 19th Feb, then I got a response that delivery is now scheduled for April and that too without giving us any update about it☹️. On asking w...hat is the surety that you won’t delay it further they didn’t have any ans. Also they mentioned that their system shows April since starting... so did they lied in the beginning or their management is crap. They are ready to refund but that will not give me back the time I tried contacting them and the frustration I have gone through the whole process. Very poor customer service. Will not recommend to anyone
It was worth the wait!
We ordered dining table and chairs online. Had to wait for about more than 2 months for the products to arrive. The online team coordinated very well with arranging our delivery. The wait was well worth it. We love our new dining table!
The reviewer stated that an incentive was offered for this review
Good quality product and customer service
Yes the wait was long, but it’s well worth it for a good quality product!
I heard rummers that KL may be cheap quality stuff, however after seeing what was inside the couch coupled with an awesome contractor I was very impressed! Such a solid, attractive and supportive couch. Quality is like night and day compared to our couch from Amart.
Customer service was able to help me with additional tweaks. Couldn’t be happier.
Very poor Customer Service, and still waiting for order, month after purchase
I placed 2 orders at the end of December, still no indication when I will receive the orders. Contacted customer service numerous times, with only 1 response, saying it is still on the way. I would be very careful in dealing with this company.
bad quality product
My table took 6 months to arrive and the table I have received was so different from the pic they put online , paid in full 6 months ago , and when I received the product I was so shocked , the wood they use were not worth the price they charged , they charge very high price however the wood they used on the product were worse than IKEA! This company is insanely bad , buyers be aware !
Today I found the table they sent to me has insects which is insanely disgusting!!! I can’t imagine such a company can exist in Australia , so far the company has not replied my email , no calls no information! Please help I me !
Questions & Answers
Ive ordered a product. Ive got some cryptic message about my order being a hoax and youll do a small credit to validate me/// why. youve got my money send my product. Why dont you answer the phone// ?? are you a hoax?? If I dont get a call today im going to my bank to cancel the transaction
Sorry to hear the system may have caused some confusion. Could you please email your order number/contact number to firstname.lastname@example.org with subject "Product Review Question". A team member will get back to you shortly. Thank you for your understanding and support. Look forward to hearing from you.
The Koala Living Team
I've called numerous times and email you twice to get an update on couple of orders I placed in March.
Based on the latest reviews here I can see there are a number of people unhappy with delivery delays and lack of communication, so I guess I have to join the choir!
Can you please provide me with a status update on orders 20-00011920 and 20-00012241?
P.s.: You can keep your customers a lot happier if you proactively contact them with order updates, avoidance is just the worse thing you can do for you business.
We sincerely apologise that you haven't received a response to your email yet. Like many other companies, we have experienced delays in our shipments due to the global pandemic. Thank you for sending through your invoice numbers, we've passed your information onto the relevant team and they should be contacting you.
The Koala Living Team
Hello Koala living. I've been trying to reach the online store re my purchase #1000003376 (paid on 12th April). During check out, the eta that was provided was 16 May. This has now been pushed to end of July that too without any notice. I was happy to buy this lounge as the waiting period was only about a month. If you are unable to fast track my order, please advise if you could cancel this and return my money?
Email seems to be the only way to reach the online store. I've tried to ring numerous times, only to be hung up saying they do not have access to online orders.
I need a lounge urgently for my home office, so please I hope you understand.
We sincerely apologise that your order has been pushed until July. Like many other retail brands, we have experienced delays in our shipments due to the global pandemic and the dates that our staff members provide are estimated times of arrival, hence they are subject to change and are not set in stone. We have provided you with a refund and we would appreciate it if you would revise your review.
The Koala Living Team
They are just terrible! Do not buy from them. you are lucky that you can cancel your order, customer service is just a joke for them.
Terrible, don't trust them they will not refund your money (mine too) and i asked Fair trading to help me to get the refund back, still waiting answer from fair trading officer.
|Category||Online Shops and Furniture Shops|
|Type of Furniture Offered||Bedroom, Dining, Living, Miscellaneous, Outdoor and Sofas|
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