Koala Living Showrooms VIC

Unfortunately, my experience with Koala Living’s after-sales support has been disappointing. The showroom experience was positive, and the sales staff were helpful during the purchase process. However, my experience changed significantly once the order was placed. One concern I would raise is around delivery expectations. Customers should be… Read more

cautious about relying on delivery timeframes provided in-store, as my experience suggests that these dates are not guaranteed and are ultimately dependent on Koala Living’s distribution and logistics processes. More transparency around this would help customers make informed purchasing decisions.

My couch was delivered with a visible stitching defect, and the installation could not be completed due to missing components. I reported the issues immediately and have been attempting to work with the customer care team to obtain a resolution.

The communication process has been particularly frustrating. My case are managed exclusively through email, and despite responding promptly, I have generally only received a single response each day. This has significantly slowed progress, as every unanswered question can add another full day to the resolution process.

I also attempted to contact customer support by phone on multiple occasions. The faults and warranty option directs customers back to email support, while the general enquiries option placed me in a queue for approximately 18 minutes before disconnecting the call and advising me to call back later. I find it difficult to understand the purpose of waiting in a queue if the call is ultimately terminated without speaking to a representative.

For a premium furniture retailer, I would expect a clear escalation path where customers can speak with a manager or senior representative when there are unresolved delivery, installation, or product quality concerns. Unfortunately, I have been unable to find a practical way to escalate my case beyond the standard email process. (Maybe vcat or ACC if a resolution is not provided soon)

In addition, several of my concerns were not fully addressed in the initial responses provided by customer care, requiring follow-up emails to obtain clarification and complete answers. This further contributed to delays and frustration.

At the time of writing, I am still awaiting:

* Confirmation of the specialist inspection for the stitching defect. * ETA for the additional missing steel rods. * A return visit to complete the installation. * A clear resolution timeline.

While I remain hopeful that Koala Living will resolve these issues, the communication, responsiveness, and customer support experience have fallen well below my expectations.

We've been visiting the South Wharf DFO for a few times trying to decide what couch to buy and the customer service is superb and finally got the couch we want in the end. Thanks!

I bought a sofa from Koala living and is the worst experience. Do not but their products. After a delay of 3 months the sofa was delivered with parts missing. They then informed me it will take 6-10 weeks to deliver parts and kept delaying responses… Read more

asking to send pictures of the underside etc. the staff were rude, unhelpful and took no responsibility of delivering a faulty product. It was an expensive product and i really regret buying from them. It is still not resolved and they do not care, keep making excuses

I had an excellent experience at Koala Living thanks to Keen. From the moment we walked in, Keen provided extremely detailed, professional, and genuinely kind service throughout the entire process. Keen was incredibly patient in explaining different furniture options, materials, styles, and configurations, making sure we fully understood every… Read more

detail before making a decision. What really stood out was the level of care and attention given — there was never any pressure, only honest advice and thoughtful recommendations based on what suited our home best.

The customer service was outstanding, with prompt responses, strong product knowledge, and a very welcoming attitude. It’s rare to come across someone who combines professionalism with such warmth and dedication to customer satisfaction.

Thank you, Keen, for making the whole experience smooth and enjoyable. We truly appreciate the effort and will definitely return to Koala Living again in the future.

i like the staff Keen ,his service is very satisfactory.Gallery display is beautiful andpresentable. i like to come here again and definitely recommend to friends and family.

From start to finish, this was a positive experience. Lauren proposed some tailored styling scenarios for our individual needs. Furniture and rugs and lamps selected were exceptional quality and service was commendable. Easy to used systems and response times were amazing. Highly recommended in every way. Show details

Extremely disappointed with my experience with Koala Living. Poor product quality combined with poor after-sales service has made this a very frustrating experience. Please avoid Koala Living.  I purchased 8 dining chairs in December 2025 at $319 each, expecting decent quality furniture for the price. Within just a few months of normal use, the… Read more

leather on one of the chairs started peeling and ripping apart.

What’s even more disappointing is the complete lack of accountability from the company. I contacted Koala Living requesting a repair or replacement under warranty and Australian Consumer Law, but they refused to help and rejected the claim outright.

A chair at this price point should last years, not months.

I will be escalating the matter to Consumer Affairs Victoria and ACCC.

Buyers should carefully consider the risks before purchasing from Koala Living.

Do not buy from this company - they misuse your personal sensitive data. I gave the Richmond store my email address for the SOLE purpose of obtaining a quote. Koala living decided to force my email address onto their grubby marketing and spam sales list without my permission or consent. When I started receiving these emails, there was no 'reply'… Read more

option, nor did I want to click the unsubscribe button, as the onus should not be on customers to click on potential dodgy links and take steps to remove data from a list they never agreed to.

I emailed Koala and Kinney, Customer support spoke to me. When I asked them to remove my data, they refused and said "Please be advised that inactive accounts are automatically deleted from our system after a period of inactivity." After I asked AGAIN, they deleted the data.

In addition, when I was in store and typing in my details, the auto fill was on and other customers personal information was showing up on the screen which I told the assistant about.

Koala living clearly do not care about boundaries or treating personal data with care or respect. I will be taking this further and making a formal complaint as I am sick of businesses mishandling data with seemingly no consequences. Do not buy from this company, they cannot be trusted.

Last Friday, I received my order, but the rug was missing I had selected and ordered from the Richmond store was not delivered as expected. When I followed up, I discovered that my invoice had been changed, as the rug was now listed as out of stock. This situation is not my fault, as when I placed the order at the store, the customer service… Read more

team confirmed that the rug was available and that I would receive the entire order together last Friday. I expect a clear explanation of why this occurred and a prompt resolution to ensure I receive my rug.

Excellent service today at koala Living. The Sales assistance was extremely helpful, very kind and over all beautiful to deal with. Thank you for all your help and assistance.

Maria and Swos were amazing!! First and second time I’ve purchased from here. They have excellent customer service here, very friendly atmosphere Thanks for your hard work and helpfulness!

They have the best furniture and I love their product. Thank you team Essendon for making everything smooth from the day we walked into the gallery until the day we received the product.

What a wonderful service from Stella, the moment we walked in she was welcoming and understand our needs and guided us. Thank you Stella for your amazing service.

Koala Living make some beautiful products and I love the showrooms. However - actually obtaining these products is an absolute nightmare and their shipping, website and customer service let down the whole brand. I will never ever buy again from Koala because of this horrific experience and I wish I never bought from them in the first place. In… Read more

short - I placed an order in store on 29 Nov 2025. They told us the expected delivery timeframe (end of Jan they told us at the time). A long wait but all good, they were upfront about it so it is what it is.

End of Jan comes and the only update we've had is that part of our order was available and that we could book (and pay separately for, mind you) partial delivery, which we refused (it would've been just the corner of a couch).

The system then confirmed that the delivery date would be 14 Feb.

On 2 Feb I received a notification that all items were available. So I followed the link and all the steps - paid everything, paid for Deluxe Delivery ($305!) and was told delivery is now booked for 14 Feb. There were a lot of reminders that I had to be home for the whole day on the 14 Feb or risk a failed delivery charge of around $400. So, I took the day off work to get ready for the delivery. I then contacted Koala just to confirm it's booked in, as no emails have come. I went to the store to confirm and showed them my portal - they said yes it's all paid so that's all you need to do. On the 10th I just wanted to add a delivery note about our gate code - still scared something will go on with delivery. So, I log in to the portal to have a look for this. I then try and contact Koala with the live chat (it's a frustrating AI service) and all it did was repeatedly tell me I can book a date from 18 Feb onwards. I'm thinking - I've already taken a day off and paid for delivery on the 14th, why would I want to book on the 18th? The AI goes in a loop and I get nowhere. I send an email specifically saying I can not do the date that the AI said. The next day I give Koala a chance to reply. They don't. I call in the afternoon and give the invoice number. The person on the phone goes silent for about 8 mins and eventually hangs up.

I call back- it's the same person. She tells me that somebody has booked me in for the 18th Feb. The day that I specifically emailed please do do not book me on. Now - they've changed the date of my booking without informing me (I'd taken a day off work for this), changed it to a day that I specifically told them I can't do and will charge me if I'm not home to meet them??? Am I being robbed? I requested to please just cancel my order, then. I don't want to be set up like that and I've not really been given a choice. They told me my "case manager" will call me back to discuss. Hours go by, he doesn't call. I eventually get an email from this "case manager" saying I've been booked in for 18 Feb....are you serious?

I reply saying I can not do that date and I want to cancel the order.

No reply.

Hours pass, I call again.

I get told they'll pass the info on to my case manager and request another call back.

It never comes.

I won't be available for this delivery date - I never booked it and I don't want it.

I will absolutely be taking legal action if they try to charge me for it.

Avoid.

We had a wonderful experience purchasing furniture from Koala Living. The salesperson Suvin was friendly, knowledgeable, and took time to understand our needs. He explained the features clearly and helped us choose the right product without any pressure. Very happy with the service and purchase. Show details

We came Koala living maribyrnong branch the customer service from Jampel was great the knowledge she has about the products , the suggestions giving us to much the sofa with dining table, chairs and taking time to explain and listening us I would like to rank you so much Youhanuz 19/02/2026

I had a fantastic experience at Koala Living Nunawading Homemaker Centre. The showroom was beautifully presented, and it was easy to browse and compare different pieces

The customer service was outstanding, and I truly appreciated the attention to detail. Highly recommend this store if you’re looking for quality furniture and excellent service!

Really helpful and polite staff. Had a great experience during our explore and purchase. They’ve gone through all available options and helped us with variations. Kudos to Keen and Parisa for their outstanding customer service.

She is very friendly and outgoing, helped us choose furniture that matched our house very well. We are very satisfied with our furniture and with the service that was provided.

l would recommend coming to Koala Living to anyone wanting to change their home with unique style and taste, greeted kindly by staff would recommend Tuyen with her knowledge and any questions answered straight away. Outstanding customer service. Staff were friendly, attentive, and went above and beyond to help. A great experience all round.