Koala Living Showrooms NSW, Crossroads Homemaker Centre

I came to pay my balance today and to ask a few questions about delivery and protection for my lounge, John was very good helping and explaining everything to us

Great experience at the Casual Koala Living gallery. Furniture is absolutely beautiful and the quality is unmatched. Staff are professional and helpful. Enjoyed the fact that there were multiple delivery dates to choose from.

All staff members were very helpful and the products are great quality, especially the wall art

This review is not about the quality of the items, but the service which has been absolutely appalling. I ordered a bed on 1 November 25 by adding it to an existing order that was due to be delivered on 1 December. On 1 December, my chairs arrive,… Read more

but no bed. The delivery people were incredibly unhelpful & told me to just contact Koala Living. They make you email customer service, which I did. Many emails back & forth, but they were intractible & told me I just had to book in for the next delivery on 22 January. I have today (12 Jan) received an email saying that due to a recent stock inventory update, they don't have the bed in stock & I'll now have to re-book another delivery when it is back in stock (late Feb). They only deliver to my area once a month so I probably won't get the bed until late March. I am very upset as it is an expensive piece of furniture, but I've lost faith that it will actually be delivered one day. Meanwhile they have your money & your only options are either a credit note or if you want a refund, they take 30%. Be very careful dealing with this company. When it goes well, its good, but if I goes bad, then you have very little options. I am currently liaising with Dept of Fair Trading about my rights.

Went to Koala Living and their gallery was outstanding with a variety of options. Was welcomed by John and he did an outstanding job at assisting us and helping us find exactly the couches we were after. He made the process much easier.

Came into the shop to look at a dining table and chairs - Susie was kind enough to bear our hundreds of questions and was amazing help in choosing not only the dinig table, chairs but also a tv unit. Very happy with the purchase.

Kerri, she is absolutely amazing lady!!! We went into the Koala's living store, she was assisting us to choose each and every piece of the furniture given that we were so confusing before coming! Seeing the furniture in the eye before purchasing would help us to make the decision! I am exciting to see the furniture in our new home!

Update 16/12/25 - Koal is trying to fix things , received email that the item will be delivered between 19/12/25 and 23/12/25 , I do appreciate that , and I will be updating and even deleting my review if the item delivered this time as promised ... let is wait and see Review for Kola Furniture I am extremely disappointed with my experience… Read more

at Kola Furniture. I pre-ordered a lounge and table, and from the very beginning everything has been delayed or mishandled. Items went missing, and I kept receiving multiple promises that the furniture would arrive on time — none of which were kept. I was told that the second portion of my order would be delivered tomorrow. Wanting to be sure, I called today to confirm, only to be told that nothing will be delivered and that the new delivery date is delayed by another month, until January 10, 2026. This is incredibly frustrating, especially because I am expecting guests and planned around the original dates they provided. The lack of communication, broken promises, and constant delays have made this a very disappointing experience. I would not recommend Kola Furniture based on what I’ve gone through.

I am requesting the rest of the items to be delivered ASAP , otherwise I will go to the fair trading

After ordering a bedroom suite, dresser, bedside tables and mirror, we were told we would need to wait for delivery. We were happy to wait for delivery and we were notified the arrival of our order prior than anticipated. We paid an elevated delivery charge so that the items could be delivered, brought upstairs and assembled. We did ensure that… Read more

Koala was advised that the items were to be brought upstairs. On delivery of our items (a Saturday) the delivery people told us that they were unable to take the dresser upstairs as it was too heavy and that they would return Monday morning with extra help, even though they had been advised of this prior to delivery. They left the dresser in our entrance. Monday morning came and went and surprise, surprise nobody showed up. It's almost Christmas and I have all the family coming over and I have been left with this large dresser in my entryway. I tried contacting Koala, after waiting 15 minutes, 4 times, I was hung up on, with the message saying we are too busy, try again later!!! Finally I got through on my 5th attempt. I also emailed customer service. Koala's solution (after several phone calls and emails) was to put me back on the waitlist for delivery, which is now scheduled for January. We are stuck with this thing in the entry over Christmas and New year break for which we paid a premium delivery fee for. For such an upmarket store I have been quite shocked at the lack of progression to get this done. Lack of customer service from Koala. They need to do better. CS team do try and are empathetic, but they don't seem to have any authority to act and it seems they are at the beck and call of their delivery team. Delivery is completely outsourced to a third party - who have been unsatisfactory. UPDATE Michael from CS did end up organising getting the dresser moved before Christmas. My main gripe is with the delivery team, the difficulty in getting through to Koala and actionable customer service results.

Disappointed with Fabric Quality and Misleading Warranty Information I purchased a sofa from Koala in March this year and was initially impressed with the design and comfort. However, within just a few months, the fabric started piling noticeably, which was disappointing given the premium price. Before buying, the saleswoman strongly recommended… Read more

the lifetime warranty, assuring me that if anything went wrong with the sofa, I could report it and have it addressed. Trusting her advice, I paid extra for the warranty.

Unfortunately, when I contacted Koala support about the piling issue, I was provided with a list of exclusions — and fabric piling was not covered. This made the lifetime warranty feel practically useless. I felt misled by the saleswoman’s assurance, and the support experience left me frustrated.

I expected better transparency and coverage from a brand like Koala. If you're considering the lifetime warranty, I recommend reviewing the fine print carefully — it may not protect you from the issues you’d reasonably expect it to.

Cannot recommend to anyone based on my experience. Very poor order management. I'm waiting for 6 months for the delivery of my full order. They keep on removing items from the pending delivery list & ETA keeps on changing. I booked delivery dates via the customer portal & it keeps changing to unconfirmed delivery status each time they move items ( weeks away from the original booking date).

Lovely customer service. Its been an amazing service for us and we love all the products from this store. We recently purchased a coffee table and lamp table and we absolutely love it.

amazing customer service as soon as you walk in the staff greet you with a smile and are helpful with the entire design selection process. my go to for any wall art as you truly pay for quality and great service

The staff were very friendly and professional. Whenever I had questions about the products, they explained everything kindly and clearly. I also appreciated that there was no pressure to buy — it was a relaxed atmosphere where I could browse freely without feeling overwhelmed.

Amazing customer service from Susie. Starting with a great welcome, she took the time to find out what I needed and hear what I wanted. Very satisfied with their products and services. Definitely coming back again.

MISSION ACCOMPLISHED – came in to get to new furniture and was greeted by Monqiue, she is very lovely and helpful. she helped us pick beautiful items!! definitely recommend coming in and speaking to Monqiue for all you home goods and needs, shes got pretty taste just like herself :) Show details

Great customer service from Lucy, happy with my purchase quick and easy highly recommend

Happy with the customer service, purchased a dining set at Casula Show reply

Great customer service at Casula. Happy with my purchase, highly recommend!

beautiful products and beautiful service. very satisfied with Koala Living Casula.

I was very happy and impressed with the gallery, beautiful furniture and wall art thank you John for your help today

Very happy with our choice today, beautiful gallery and great service from John, thank you my family will keep coming back

Second time visiting the gallery, very beautiful furniture, thank you John for your help. I cant wait to get my delivery next week

Very satisfied with Susie's customer service at the gallery. Thank you.

second time coming to Koala living and again very good experience, John was very helpful in making our selection easier