Reviewer Photos & Videos
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.
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.
- 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.
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
what a dreadful and exhausting experience.... the longest wait ever!
I ordered and paid deposit for my furniture in May 2020.. It is now Feb 2021 and I am still waiting on some of my furniture. They make promises they cant keep, they keep delaying the promised delivery date. I am so over calling them and chasing it up.
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 !
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...
Excellent Service and Furniture
Ordered 8 bar stools online, delivery was on time, the stools are excellent and communication with head office was also excellent. I had several questions all answered quickly. Highly recommend.
After purchasing the set of Mystic coffee tables which was half price online and then waiting around 4 months for delivery, I feel that I have been cheated and was given tables made with a cheaper quality to what appears in the showroom. After being in the showroom and actually lifting tables that are of a similar looks I have found mine to be much lighter and made with a cheaper material.The tables I have purchased feel like plastic and is very light , the mirror top also feels plastic. Even though I have paid half price I would still expect to get the same quality as in the showroom. But this is not the case. I feel very disappointed. Be aware when buying online.
Order couch nov. Just rung them 7th Jan. Thought it'd be here. No dates and a late ETA
I just spoke to their customer service rep about my couch order. I had ordered it nov25ish and the date that their website had listed was 6th Jan. It's now the 7th and nothing. Just called and she said Mid Febuary maybe. This is some shonky business. They also didn't even send me an email/invoice and when I spoke to the rep, she tried to blame it on me not checking my inbox. There isn't one and apparently I'm meant to verify. You took the money and you don't follow up per your weird remark about verification? I can't recommend this company. This isn't the first instance of a complaint like this you'll see in the recent review tab. No ETA on when my couch which they advertised as being in stock 6th Jan and No ETA. Terrible company.
Love my new table
I bought a side table from them and have gotten lots of compliments. Going back in the store to buy other items. The staff at the store are always super helpful. Recommend shopping here
The reviewer stated that an incentive was offered for this review
- Online Store
Very, very disappointing communication and annoying delivery.
I purchased a painting and spent around $300. I received an order confirmation that said it will notify me when the order has been shipped. Three weeks had come and gone and I still hadn’t received a single shipping update, so I emailed asking for a status. I didn’t email earlier because I had faith that they were on it and didn’t want to bother them. Stupid me lol.
They replied saying they had issues with the delivery company and have only now rebooked with another delivery partner... I replied a week later because it had been a week since t...he second delivery was booked and it still hadn’t been picked up. I also asked if the previous “delivery company issues” were only realised after I sent that first email inquiring about my order and they replied 5 days later completely ignoring my question and told me the tracking has now been updated and they gave me an estimated delivery date. No apologies, no regards, no f’s given by the customer service team. Beautiful. All in all, it took a month for my order to arrive. Also, it’s worth mentioning that they actually don’t even deliver to my suburb so I had to have it delivered to my mums. I’m from South West Sydney, Camden area. The painting is beautiful, but the service from Koala Living was disappointing and I won’t be purchasing from them again - I’d rather skip the headaches.
Non existent communication. Phone, no response. Emails - no response. Waited almost 5 months for delivery
Flew 3 times to Adelaide for delivery of goods, but no delivery even Koala living they were notified prior by email. Worst company by miles that I have ever dealt with and I am 71 years old. I was in Adelaide May - June and went into quarantine as the goods were expected to be delivered as per the invoice , but there was no delivery by Koala LIving due to late shipping from overseas. I then notified Koala Living that they could not deliver in July as I could not be there due to quarantine requirements. No problem. Tell us when you will be t...here and we will arrange delivery. Suffice to say they arranged delivery anyway but the transport company would not deliver as I had to meet them on the main road as there truck was a semi trailer ? I tried ringing Hunters Express to arrange delivery but without any details for the delivery it was a waste of time. Koala Living did not even provide a consignment number so you know that the goods are on their way. After SA opened their borders, I have flown over in early Oct (3 weeks), early Nov (10 days) and 25 Nov (10 days) notifying Koala Living each time but no delivery. They never even have the courtesy to reply to emails or left phone messages. Trying phoning, you cannot speak to anyone, you leave a voice message as requested but no response. They finally phoned me on 8 Dec 20 as I notified them that I was going to contact the ombudsman. However 1 out of 3 items is now discontinued, so bad luck but we will give you a refund. I asked for a phone number for the lady who contacted me - just the general number given with extension 3 I was told. Tried the number 17 rings, then voice message "All of all staff are extremely busy: leave a message and we will get back to you shortly. So that tells you a lot about the follow up to the personal call I just received - No follow up will happen. Must have heard this 50 times in the last few months and I have never received a reply. I wonder what Christmas I will very receive my goods. Christmas in July - what year ?
Bought a bookshelf online in June, paid for it at the time of ordering and was advised delivery would take place in August. It is now a week before Christmas and still no bookshelf. Customer service is very poor. They don't keep their customer informed, instead they expect customer to chase them.
Waiting on delivery!
Delivery - product is in store but shipping is happening until they have enough sales to ship a full container to adelaide. They are trying to save money yet I was charged a lot for delivery.
Do not buy from them if you expect delivery as promised.
- 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!
Charged 100% and still waiting for delivery after 3 months - no one reply and no one care
Order coffee table more than 3 months before. First said delivery will be mid of November, then first week of December, called again today at store and they said it will be mid January- manager was so rude and laying all the way - don’t buy from this company
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 email@example.com 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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