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Terrible communication. Terrible service. Avoid at all costs
I have completely lost all hope that I will receive by Christmas.
Couldn’t tell you if product is good or not. Haven’t received it.
Ordered 11.11.20. Stock was available according to their website. Waited over two weeks. Messaged them through Facebook. One of our customer service will ge in touch. Nada
Tried calling. Number rings out or isn’t turned on.
Messaged again. Some excuse again.
- Online Store
Most Beautiful and stylish homeware
I shopped both online and instore at koala living to decorate our new home. I love their stylish and unique on trend designs , product quality and affordability especially during 50% sale . It does take a while for some products to arrive but worth the wait . Thanks koala living for making our house a home !
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.
Very good quality!!
Very satisfied with the items I bought. The quality is there! Very happy customer. I definitely recommend it to my friends.
Poor customer service
We did order our furniture in september with expecting delivery in november.Didnot hear from them. We attempted many emails nd phone calls. No response ! Very suspicious.
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.
It's time to stop using the pandemic as an excuse. Others have.
I'm going to be as factual as possible here.
I am aware these products can be sourced on Alibaba (for, from some suppliers
for less than half the "sale" price and with a 15 day lead time for my product) but acknowledge that Australian distributors take the risk in importing and then on selling as the middle man. So I like to support them instead of buying direct, especially during these times. But having been repeatedly told of continued delivery delays, and Koala living being in receipt of 100% of purchase price, they took no risk here. So I...
- Online Store
Love the paintings
I purchased this painting which is huge and amazing value for money. Everyone stops and comments on it. I just purchased another but yet to hang.
I ordered with click and collect.
When I heard about free delivery promo, I called head office and they agreed to courier free of charge.
Took a couple of weeks but everything is slow in the post now.
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.
Poor quality with an expensive price tag!
Waited 3 months for delivery and here’s the lounge 15 days after receiving delivery, unfortunately this is how poor their quality is. Not worth almost $3k on a lounge! Disappointing.
Don't ever buy product from this website
I ordered a clock back in June 2020. After waiting for 2 weeks. I haven't received any tracking code or delivery confirmation. I contacted the customer service and advised that I have to wait for 12 weeks although the website did not specify prior to making the payment. I agreed to wait for 12 weeks. After 12 weeks, they told me the product is still not available and delayed to 16 weeks. When I contacted the CS, they told me I have to wait for another 4 weeks. Very poor service and will never purchase from this website ever again. I wish rate this website as 0 star rather than 1 star.
Pleased with our product and also the customer service provided by the online and delivery/transportation team
Product details were easy to find along with all specifications etc. Although we didn’t have much luck with the chat functionality to get our questions answered, the online store post purchase was very prompt in getting us status of our product and making sure it arrived to us in time for our event! Can’t thank the team enough!! Product exceeded our expectations in terms of look and quality!
Never order from here
They have the Worst customer service ever ordered a sofa in June 2020 and still waiting for an update On it . Will never order from them again they are useless!!!
Tried three emails and a telephone call to cancel an order that was continually delayed and became irrelevant.
I trusted the delivery date. It was 3w later than I hoped. 1w later notification of ANOTHER 4 weeks. Phoned, used the ‘ Contact Us’....THREE TIMES... and received no response! Pointless!
Fantastic service and advice
After discovering Koala Living online, I used their virtual consultation process which was fantastic and very easy. Nidhi is awesome. She went through our rooms that needed styling and discussed ideas we liked/ did not like. She was also very patient with my multiple questions and product combinations and provided practical advice on which items worked well together versus did not. She sent me images of product positioned together so I could see how they worked. In the end, we ordered 6 dining chairs, a sofa, ottoman and 2 feature chairs. Quality was beautiful when they arrived. All we needed to do was attach the legs. We are very happy with our purchases from Koala Living and would not hesitate to buy again.
Terrible customer serivce experience/ Order delay / Furniture is ok
1. I placed an order in Feb which we told would arrive in July, now it won't be able to arrive till the end of October. They unable to advise estimated shipping time while reject refund too. All we can do is keep waiting across the whole year. Who knows whether my order in Feb is coming or not??
2. I contact online chatting team regarding some other orders in order to arrange free delivery as there is new offer of free delivery to all Victorians at this stage. The first time the customer service representative was very nice asked me paid the o...utstanding amount then contact them again to confirm the delivery, but when I contacted them again the other representative was ruthless regardless my request and question. It was an incredibly bad customer service experience, I had no idea what that representative talked about, completely made no sense. I don't think they communicate within their team at all. That representative literally didn't give any information apart from kept saying "unfortunately we CANNOT do this we CANNOT do that" . I don't think he/she even looked at my message. Incredibly ruthless services. It really waste of time by trying communicate with them. Not helpful at all. I would of not bought anything from their store if I knew they unable to fulfill their orders. I purchased almost $10k from their store for the new house, quality of furniture seems ok in showroom, but very bad customer services. Not recommend to friends.
Great couch. Some delivery issues - now resolved.
Whilst our couch was delivered a few weeks late, Koala Living were apologetic of the situation and good to keep us up to date on the delay. We have received the Storme couch and it is a lovely, good quality piece of furniture. Koala Living were also kind enough to reimburse us for an unexpected delivery fee.
Terrible interface, time wasting and charged without clicking button
The website is slow loading, the website has incorrect information - tells you to ring or email - when you ring they tell you to email (among other things) and then there is the payment function! It is extremely worrying. I entered in my card details, paused to top up the bank account and less than two minutes later the order had been placed and so I found out my card charged without my consent. I didn't know my card had been charged until I tried to place the order again and the check out wouldn't work. I rang and emailed about the issue and f...ound out I had been charged - the charge wasn't showing on my bank account as yet. I'm not sure if I will proceed with the order - as you have to question how good is the quality of the products and what state will they be delivered in, if at all, given the online shopping experience should be the easiest part of the process and it is soooooooo bad. I have asked for an explanation - let's see what happens.
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?
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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