Koala Living Showrooms VIC, South Wharf DFO

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.

*Updated review* Price of delivery is different between online and physical store – **Updated Review** I have been contacted by the store who explained the situation, the differences and been offered resolution. I've been told that the team are looking into rectifying the confusion going forward for their customers. Thanks for being proactive in promptly addressing my concerns. Old review I've recently just bought a recliner… Read more

from the DFO store.

Similar to the review below this, there is a mismatch between the cost of delivery when buying online versus buying from the physical store. The online store quotes $85 whilst the physical store has quoted me $95 plus $10 for use of a lift (I'm not sure how pressing a button on a lift created an additional charge).

Upon challenging this with the store, I was told that the online price is incorrect which I'm finding hard to believe. It isn't worth creating a bad customer experience for the sake of obtaining another $20 on a purchase worth more than $1000.

I've yet to review the recliner as it hasn't been delivered but would like to note that the in store sales representative was helpful in showing us the couch.

Super helpful Showroom advisor at DFO South Wharf, full of product knowledge and clear explanation of membership benefits; a passionate Koala Living brand ambassador. Ordered Crescent Brushed Gold Metal Floor lamp: https://koalaliving.com.au/Crescent-Brushed-Gold-Metal-Floor-Lamp-White-Fabric-Shade Show details

very nice and approachable staff, very patient with all our questions and enqueries. All products looks so much better in person than online so worth checking it out. Prices are reasonable too. Show details

I HAD A GREAT EXPERIENCE at koala recently, and it was all thanks to Leki. she was super helpful from the moment we walked in. i definitely recommend the store if you want market best furniture. Show details

Terrible experience with Koala Living's customer service – I had a terrible experience with Koala Living's customer service. I bought a chair and sofa from them on Sunday evening. The chair wasn't on display in the store, so I couldn't inspect it closely. They assured me that both items were in stock and would be delivered on Friday. On Monday morning, after reconsidering the chair, I called customer… Read more

service to request a refund for the chair. The representative assured me that since it had been less than a day since my order, they would put the delivery on hold and instructed me to email them for the refund. However, when I emailed them, they responded that they could process the refund but would deduct 30% of the price.

This is unacceptable! The chair was in their stock, and they did no additional work to justify taking 30% of my money. Their customer service is rubbish, and I would strongly advise against buying furniture from them.

17 frames – I purchased 17 Canvases and paintings and spent over $5,000 on them. I paid delivery with an extra service to remover frames out of the boxes. I was charged this and service was not provided. Koala are pathetic. They offered a store credit so I can go spend more money. Their service is pathetic and I was never refunded the money for the service… Read more

that was offered by koala that I paid for. I will never ever shop there again. PATHETIC !!!!! Also my trade application was rejected, I develop mixed use complexes and am insulted by this. It ain't about the money, neither am I a tight [Content Removed], but the point is I was charged a service that was not provided to me and was not refunded by these people......They should be ashamed of themselves......

Shocking customer service when there's a problem – We bought a dining table, 10 dining chairs and 2 matching barstools from Koala Living. All but 1 of the dining chairs was wobbly when assembled, and the bolts didn't fit the table. Koala sent more bolts for the table (in a different colour) which also didn't fit. Then they sent more dining chairs, bolts and had people assemble them for us. They… Read more

also couldn't get the bolts to fit or assemble the chairs so they were level.

We requested a refund from Koala and they told us they would refund the table and dining chairs but not the barstools since there was no problem with the barstools, even though we clearly wouldn't have bought the barstools without the chairs. Their CS reps also consistently ignore the content of your emails.

Koala Living is probably fine if you don't have a problem, but if you do... beware. We'll certainly never be buying from them again. And they're knowingly selling dodgy products. The issues with the Ascot dining table and Quinn chairs are known issues, but they pretend not to know about it. Very dodgy company.

We absolutely love Koala Living. We purchased a wardrobe, vases, rugs, and artwork — everything is beautiful, elegant, and thoughtfully curated. Such a pleasure to shop here. Highly recommended Show details

yoezer custmor service repredentive at DFO south wharf was very helpfull and outstanding. she makes us choose our product very eazily. higly recommenede DFO south wharf store for the custmors Show details

Amazing experience at koala living south wharf. Yoezea was really helpful through out the process. She helped us choosing best combination of chairs with dining table we purchased. Highly recommend visiting the store once. Cheers Show details

Koala Living never disappoints, Nidhi and the rest of the DFO South Wharf team always take care of my family and I whenever we come in, and remembers our requests and style. Always excited to come back!

excellent service from the team at DFO. Aindra showed us all the designs on the laptop best service ever. Recommended for friends and family to visit DFO South Wharf.

Beautiful furniture and decor – I love the products in the store. The sales person was extremely helpful and informative. I will be returning to purchase more items. Show details

Beautiful furniture and decor – It's such a beautiful store - I would buy one of everything if I could. Today I found the perfect centrepiece for our dining room table. It's just lovely. Show details

Love everything here – I recently purchased furniture from Koala Living, and I couldn't be more impressed with the experience. the staff was Incredibly friendly and knowledgeable, offering great suggestions. Special shout out to Aindra for helping us choose the best. :) :) :)

Good customer service – I visited Koalaliving South-wharf furniture showroom with modern design ,Easy to assemble Available in multiple color options! Must visit!

Good customer service – Furnitures here are very nice, staff are very helpful and welcoming. I definitely will recommend Koala Living to my friends and family.

Nice store – We are so excited to have bought our lounge, coffee table, dining table and chairs from Koala Living DFO. The super sweet and patient, Aindra was amazing and she answered all our questions and gave us all the time we needed for us to confirm and finalise our decision. We are grateful for the amazing service and loved our time spent here. Thanks team and KG! Show details

Nice store – Staff were great and friendly, and helped us through our decision! Very happy with the service and price of products they provided. I highly recommended it! Show details

Customer Service – Really appreciate support from staff members while going through our order which was very smooth from the beginning till end. Price was exactly %50 off without any catch. Definitely recommend. Show details

Lovely furniture and good customer service – I am a existing customer and visited the Koala Living store in South wharf and it was renovated and looks so beautiful! Show details