Reviewer Photos & Videos
- 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
No communication, orders are not fulfilled on times promised on their checkout page!
I ordered 3 items online and the available time they publish on their website is not true at all. Be prepared to wait for months for your items! Also appalled at the difference in quality between their showroom items and the items that you get. Good luck sorting it out with their customer service team - they're useless! Stay away from this company at all costs unless you want unfulfilled promises and poor quality items.
- Online Store
Cancelled my ordered citing some website glitch on price.
So Koala living introduces this massive sale on their website and one of the items is marked down significantly. I ordered it and got a confirmation of purchase, however Koala Living figured the price on website is too good of a deal and cancelled my order! Explanation being of "Technical Glitch".
Sounds more like generating website traffic with an excellent deal and then cancelling customer's orders when they purchase something.
I then emailed them complaining about the issue and that i missed my other order due to selecting this chair- they never replied back!
Extremely poor customer service!
Sent damaged goods after taking 3 months to deliver
Order Booked on 30 Aug 2020, All items delivered were damaged. After seeing the condition of goods, finishing of the shipped product, packaging of the items, condition of the boxes delivered, responsiveness of the call centre and also, commitment by the call centre on the delivery date and failing to deliver on it time again it felt that the overall goods were worth circa $900. It didn't on any occasion felt I have been dealing with professionals. They sent two courier companies to pick up the goods leaving it to me to sort the confusion. My re...fund is stuck as they say its processed but its been over two days and I haven't seen the credit come through. Call centre is quite unresponsive and everyone has a different resolution. Proton Wall Art. - the centre piece has a crack. - item was only secured with plastic ties with no bubble wrap or even any air pouches exposing it to damage in handling - gold finish on the product isn't even and has plenty of bubbles all over and is rough. - overall product is misaligned - on some of the objects the color has come off or have scratch marks Foliage Mirror
An update on my previous review.
The customer service department in this company is kind of funny really. It's funny because there isn't one. For a place that had a nice store front, the backend service is provided by a singular person. My issues are not only not resolved but compiling. The amount of time wasted dealing with this company is ridiculous.
We've purchased a brand new side table, after going back and forth with a non existent customer service. Purchased a brand new side table and lo and behold the item is different to what's shown in the show room and online and w...hat we previously had. Now we have two non matching side tables. The Nunawading store is saying "maybe we've changed manufacturers" but getting no clear answer and asking us to take the floor stock haha when we have paid full price for a brand new one. What kind of place is this? The stock we've been given is different in colour to the floor stock and what's shown online...? And then nothing can be done. Atleast check and confirm somehow within the day? This store is all sparkles up front, if you haven't made up your mind yet about buying here, believe me you're better off taking your business elsewhere for just the service, honesty and integrity. Don't get me wrong, the sales people are often very nice. Ali at Nunawading is a very nice and helpful guy but you can tell the back end customer service is completely lacking. Everytime you have an issue, whether you're ordering from the warehouse or online, they need a few days to email their own warehouse just to get back to you. Dealing with the customer service email myself (there is no phone number, it is just one person) they are completely dismissive and they STILL aren't responding to queries that I have about parts. I email them every few days with no response. I'm only writing this here because I'm just fed up with this joke.
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.
Very good quality!!
Very satisfied with the items I bought. The quality is there! Very happy customer. I definitely recommend it to my friends.
The reviewer stated that an incentive was offered for this review
Run far...items are of poor quality as is customer service
Customer service is not available at Koala Living. Not only did I wait for my delivery I then got an email to say it wasn't available and I would receive a refund. When I rang one of the stores it's found they do actually have one. There's more of this miss communication between myself and them but you get the idea. They have NO idea! Needless to say I decided not to deal with them ever again.
Hi Koala living team,
I sent an email nearly a week ago. no one responded to me!
Not really happy about that.
Do I need to keep visiting to store to solve the issue?
Disgusting customer service
Ive had to report koala living to ACCC. Their customer service is shockingly bad. I ordered an item end of feb and was told AFTER it was back ordered to April, then May, June and now middle August!
They refuse to refund or for me to collect in store.
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...
!!!SCAM!!!! DO NOT BUY ANYTHING BEFORE YOU READ THIS!!!!
!!!!SCAM!!!! + Evidences
Koala living is selling fake and low quality products. Read this review and see the evidences and you judge before you buy something from them.
I have ordered entire set of living room such as dining table , side table, mirror, sofa, etc and paid a fortune amount of money.
When you go in the store, they encourage you to write a review in their store to get one candle for free. Do not go in to that TRAP before you have received the items from them!!!
With this money I was expecting a very high quality products but when t...
- Online Store
Good product range
The furniture range is very wide and has plenty of options. Even the decorative items for the house are available in many vast varieties. The color options and the decor is really good. Very happy with the 5-star service. The staff is very helpful and patient.
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.
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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