- Online Store
Damaged and not working wall clock and they will not refund
I have bought a wall clock and it came damaged and doesn't work. I have requested refund and I haven't received refund and it's been a month. Apparently their courier company for some reason is unable to pick up and I'm being penalised. Ridiculous service a they don't know how to fix the problem. Very bad customer service, would never buy again.
Terrible customer service
Been trying to contact customer service for nearly two weeks and don’t get anything back, it’s regarding a refund so that must be why! They have good furniture but it isn’t worth the horrible customer service, stress from no replies, terrible delivery process and massive wait times. I won’t be buying from them again
Contact Requests Ignored - Regarding damaged goods
Based on previous reviews, I imagine the instore experience is different than online.
We purchased three large paintings online, 2 of 3 were delivered damaged. We are willing to accept one as damage is minimal and almost unnoticeable, but one painting is beyond useable.
We have supplied photos emailed now on 3 separate occasions and called two stores and still waiting for a callback?… basic customer service one would think.
Delay in delivery and Defective Product
Worst experience with KOALA LIVING
We had terrible experience with koala living. We have ordered carved flora wall panels from them back in June. They told us our order will be arriving in September but it didn’t arrive until November. When we received the product it was faulty and broken.
# Two panels are defected from the corners.
# Two panels in the middle have different size flowers in the center which is not aligning.
# Instead of sending us 4 different panels they send us two pair of 1,2 which are only 2 left side pairs.
We are keep s...
delaying delivery, refusing refund contrary to document refund policy - poor service in springvale store
I ordered online 14 days ago and at the time the couch and dresser I purchased were advised for an early december delivery. I required it for then and once I purchased the date change to late December / mid January. And my understanding is it would take two weeks longer after that (which I did not know at the time of purchase)
I went in to the store over the weekend and found that the products I ordered did not feel as large as the advertised dimensions and the product was made of a fabric I did not like (I can understand some people may like...it but I did not) and the dresser did not feel sturdy and the draws felt like they would easily break. Given this and the fact that the delivery was delayed beyond when I needed the goods I decided to cancel. There was also the rudeness of the salesperson in the Springvale store and a generally did not want to help me due to me not making a purchase on that day. Prior to purchasing I checked the Koala Living return policy which clearly states for ONLINE purchases (which I did) that there is a 7 day change of mind policy after receipt of the goods. I have not received the goods yet, and will not receive them for around 3 months. At this point Koala Living has said they are not going to provide a refund as it has been outside of 48 hours and they can only give a credit despite their online policy https://www.koalaliving.com.au/purchase-policy "REFUNDS A customer may cancel an order made online within 7 days of receiving the product and receive a full refund after the product has been returned to our warehouse. Please note: Delivery charges are non-refundable.
- Online Store
Poor Customer service
Ordered something 3 months ago. Was not delivered on the data mentioned. When asked they say the shipment hasn't arrived yet. so i cancelled the order and asked for a refund. It has been a week and still no response from them yet. over $250 worth of stuff so very disappointed.
I saw the couch in store, called the marketing team for help. We did a video call for the sales rep to have an idea of how I wanted my couch positioned.
Im happy with the product and would recommend others. I felt heard and listened to.
Thank you team.
Amazing customer service
I just want to say thank you for the amazing customer service, I am very happy with how everything was handled, the delivery boys were very helpful, they made me check each chair to see if it was in good condition, they unpacked the chairs and put them together, they also took all the boxes with them, thank you so much.
Incorrect product dimensions listed on website
I purchased the Holly tray table in December 2019. I took delivery in January 2020. The product delivered was not the same dimensions as stated on the website.
Long story short, customer service has been appalling in getting Koala Living to take responsibility for their error. Questions unanswered and sarcastic undertones in emails when they choose to respond. Promises of return calls not fulfilled. I was told I’d receive a refund receipt upon collection of the product. Still waiting. The website still has incorrect dimensions listed against...
Lovely service and products
Staff were very helpful on directing me where to find what I was looking for. I will definitely be coming back as I buy candles regularly. Thank you for help
The reviewer stated that an incentive was offered for this review
Couldn't fulfill requested order and will not refund
I purchased a wall hanging ($300) and dining chairs (approx $900) from the online store. There is a flat delivery fee of $100. I am renovating and purchased these pieces together.
After paying I was told the wall hanging was out of stock and there had been an error with the store updating its inventory. After looking for a replacement there was nothing suitable and asked for a refund on the whole purchase as the chairs on their own were not suitable. Also I would not have purchased the chairs on their own. Further there was a flat delivery fe...e. I have now been told they will not refund me for a "change of mind". I have explained this is not simply a change of mind but the seller being unable to fulfill the contract that was agreed. I intend to lodge a claim in the NCAT.
So hard to deal with AND so slow to Deliver
Ordered 2 chairs online and paid via CC. The company wanted to go through some longwinded verification process before sending the product despite being paid for the items. For a range of issues I wasn't able to comply with their process and now I am left trying to get my money off them.
Steer clear of this business and if you have to do anything do it in person at their shops
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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