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.
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.
- +3
DO NOT shop at Koala EVER! -I attended 5 times across 2 different stores before a staff member even acknowledged me. The snobbiness was mind blowing. -I purchased in March and was told delivery wouldnt be til May. Fine. -I pay extra for a premium delivery. -Delivery day comes and they deliver the wrong dressing table. I flag this immediately and… Read more
am told too bad, we're leaving this one here you can use it til a replacement comes in. -The drawers are unusable as they left it full of packing material and didnt put the handles on which is part of the service I paid for. They also moved my furniture so its blocking access to half of my house and left without putting it back. Additionally, my floors and stairs are caked in mud. No precautions were taken to minimise filth. -they left their truck blocking a communal driveway til my neighbours started showing up complaining. -Ive called every number and when I can get through im only told to email my case manager. -After 2 days, my case manager has only told me that my drawers wont come til JULY now and I should use these ones, til then despite me asking multiple times to just get this ugly giant piece of unusable furniture out of my house! I have just furnished a house with so many different stores and Koala is by far the worst to deal with! Premium prices for horrendous service. Shop with Early Settler, Fantastic, Amart, literally anyone and get the same quality products with actual customer service for a fraction of the cost!! Their products are NOT worth the headache of dealing with them.
Reviews with attachments
The quality of Koala’s products is excellent. The staff member we met today was very warm and helpful, and recommended a discounted leather sofa at a great price. We made the decision to purchase it right away Show details
very good service！ – always provide good service，all the products looks good also on 50% sale. very happy shopping experience at koala and tree. Show reply
- +1
Highly recommend visiting Nunawadin Koala Living with helpful staffs there – By Tuyen and Justin: I strongly recommend visiting Nunawading Koala Living stall because they have very helpful staffs who are willing to listen costumer needs. Also I have ordered a ground stock retreat fabric sofa with fast response delivery service. When the sofa arrive, the sofa is wrapped nicely and movers help to settle everything without… Read more · 1
my worry. Some designed furnitures got 50% discount and I am surprise there is a clearance sections for some beautiful chairs with further discount.
This is perfect – Great painting with very seasonal price, will comeback again on the future if more products needed, great service, friendly staff, nice environment, great products and less waiting time, very efficiently. Show details · 1
Bad quality and warranty – We bought a 3 seaters sofa and after a while it started to get deformed and the fabric started to pill. Contacted the customer service and the answer was , it's a normal situation when you seat too much on a sofa. Show details
I purchased the Zeny Brushed Gold chandelier from Koala Living in Nunawading. This product looks nice but is extremely unsafe. The tubes are attached to the frame of the chandelier with a single screw and no backing nuts. The product weight 40th in total. When my kids jump around upstairs the chandelier rattles which will cause the screws to… Read more
loosen over time. Their “customer service” is appalling. I have been dealing with them for months to no avail to resolve this issue. Do not buy!!
I have added a comment to complete the story. When I purchased the chandelier I specifically asked… Read more
- +2
I purchased a dining table and coffee table on 7 June 2025. The items were initially scheduled for delivery in September, but the delivery date was postponed three times by the store. Despite the delays, we waited patiently, and the items were finally delivered on 7 November 2025—five months after the original purchase date. Unfortunately, upon… Read more
delivery, the dining table arrived broken. I, immediately contacted Koala Living’s customer service team and advised that assistance could only be provided through an online claim form or by email. I then submitted the required form, attaching photos, a video, and a copy of the delivery crew’s report, which confirmed the damage was present upon unboxing.
Koala Living initially attempted to attribute the issue to the delivery crew, but after clarification, they offered to replace only the tabletop and requested that we keep the legs. They also indicated that the replacement top may not arrive until late January 2026 and even later! This resolution is unacceptable for several reasons: 1. The table should be replaced in full, not in parts. 2. Waiting an additional three months is unreasonable, particularly as we have family gatherings planned and have already endured extensive delays. We have communicated to Koala Living that we do not accept their proposed resolution and have requested a full replacement of the dining table as soon as possible, in accordance with our consumer rights. The delivery crew also confirmed that a replacement table is currently available in the warehouse, which makes the proposed wait even more concerning. Additionally, I believe that Koala Living should offer compensation for the significant inconvenience, distress, and disruption this experience has caused.
The customer service is terrible and I am beyond disappointed with the experience. Once this issue is resolved, I would never ever return to Koala living again.
You lost a good customer for sure. Elham Darabi
Hi Elham, The dining table was unfortunately out of… Read more
Latest follow-ups
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
Follow-up · The issue is still not resolved. i have to keep following up by email . They have case managers so if you call customer service they are of no help and keep asking you to email your case manager. Rude customer service staff, not trained and not helpful. Worst experience!
Hi MRom, We have made efforts to fast track the… Read more (+1 reply)
Positive reviews
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.
Find out how Koala Living Showrooms VIC, Nunawading Homemaker Centre compares to other Furniture Shops
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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!
Negative reviews
Negative stars if I could. As per the numerous complaints I see over the last 8 weeks, thanks for ruining Christmas for us too. Do not do business with Koala Living, their customer service with regards to complaints resolution and refunds is absolutely abhorrent. They have already been subject to FINES FROM AN ACCC FINDING IN NOVEMBER 2024, and… Read more
they are doing the same thing again.
We ordered a couch and were ensured delivery the second week of December. They didn’t even bother to contact us regarding delivery delays - even though they were fully aware, we had to contact them.
They are in breach of contract now, and we had requested a refund of the entirety of our deposit multiple times. Guess what, no response. Still trying to force a January delivery date on us. Read your deposit receipt properly, lodge ACCC complaints, this company should not be able to trade.
The bottom of the receipt states “All sales are final”, blah, blah, blah. But it’s nullified by the first dot point that makes reference to delivery dates only being an estimate due to product manufacturing delays. This is not what has occurred prior to Christmas. We have email confirmation that the couch was in Melbourne ready to be delivered on the 18th of December 2025, Koala Living hadn’t bothered to manage delivery requirements. I think you have a significant failing in your business if you know you’re having a sale, are selling items at this price point, and cannot manage the simple logistics of extra delivery necessity to manage said additional orders.
Customer service is excellent but product delivery is a big zero . Ordered two wall art and both of them came with no clips or hanging rail as described . I was going to order another four pieces but not now . Customer service reply didn’t address the problem . Really leaves a bad taste in your mouth . Never again .
Terrible shop! – Terrible quality. Items arrived damaged. Horrible customer service. I emailed back and forth for seven weeks. There is no number to contact the shop. You have to go in to the shop. All calls get directed to a call centre in China. Pls be mindful of the return policy as they will deduct 30% of the value of anything returned. Very odd. Show details
Hi Haffsah, Your positive feedback on both our… Read more
Recent reviews
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.
The service by Tuyen is amazing we saw her few months back and she still remembered us and helped us choose the right furniture. She was very calm and helped with every step even though we made multiple changes throughout the process due to confusion. Koala Living furniture is great and one feedback would be if Koala Living can start there pick up… Read more
service for goods to be picked up by Customers. Thanks very much Tuyen from Essendon very lovely! will always come to her.
I had a great experience with Koala Living Furniture. The store offers a wide selection of stylish and high-quality pieces, and I was impressed by both the design and durability of the products. The staff were friendly, patient, and very knowledgeable, helping me choose furniture that perfectly suited my home. Show details
visited Koala Living Nunawading store today, recieved exceptional service specially from Reza. Thank you for your service and making us feel comfortable with our purchase.
Find out how Koala Living Showrooms VIC, Nunawading Homemaker Centre compares to other Furniture Shops
Know better, choose better.
I was so happy with the service I reseaved at the Koala Nunawading store. Thank you so much to Reza. He helped us so much with our orders, picking the right items for our house and organising the delivery at the earilest time. Definitly recommand. :)
Always our favouritr where they keep on bringing so many different range of fabolous design. one of our favourite furniture and even their store is very pretty and welcoming.
Great products, staff knowledgeble,loved the atmosphere when entering Easy transaction, quick delivery options. team was very much co-oparative & helpful. Thank you.
Very carefully and aesthetically designed the layout of the gallery, products are very stylish and we love to buy these, staff very co operative, we recommend koala living.
the gallery was aesthetically done. the sales consultants are very warm and patient. Loved how the sales consultant Marium to time and browsed us through for which displays were not available.
Highly recommended.Our experience with Koala living Nunawading was amazing. We loved all the products. The sales lady Marium was lovely and she helped us to find a beautiful furnitures for our house. Highly recommended. Thank you Marium for your guidance.
The experience at Koala living in nunawading was extremely satisfying and efficient with everything arranged and made convenient for the customer. Good price levels for the quality of product as well.
Quality and very good value for lux furniture. Most of my furniture from Koala. Excellent attentive service, good decorative suggestions. I am a koala member for 5 years. Personalise designs.
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Hi Kamin, Upon reviewing the photos you provided, it… Read more