Koala

Couch and bedtime exactly as pictured. Incredibly easy to assemble and both products look and feel well made. Customer service is also outstanding!

This was a best experience ever to claim Warranty on any products so far. I do work for retail and please keep the staffs like Resie and give her a raise if possible. Its people like her who makes your brand better than other.

We purchased the Modern Sofa, four seater with chaise in the blue colour.. So easy to put together and looks better than we anticipated. It’s super comfortable and is perfect for our home. The fabric is soft and not at all scratchy. It’s a very substantial couch and for the price is exceptional value. Highly recommended.

Fantastic! – The whole experience was awesome! Super easy to buy online and book delivery, and paying extra for assembly was totally worth it. The mattress is next-level comfy—we’re both sleeping way better and having fewer headaches and less back pain. The bed base looks great too. Customer service was amazing—highly recommend!

Loving our Koala Sofa Bed – We've had our Beauty Koala sofa bed for about 6mo now and love it! It's comfortable and we lounge on it almost every day. It's on the firmer side but still cozy, with nice deep seats. The material feels luxurious and durable, and the color is true to the pictures online. The bed is easy to set up and very comfortable to sleep on – we've had four guests sleep on it and they all approved!

[ PSA / Update: This was resolved only after I published a public review. Prior to that, my repeated attempts to resolve the issue privately were met with “no solution”. Overall, it was a lengthy and unnecessarily difficult process. I updated my 1-star rating to 2, for a poor experience that finally resolved. ] My original post: I purchased… Read more

a Koala 3-seater sofa bed, and after just 1–2 years of minimal use, the fabric is worn, sagging, and permanently imprinted. I weigh 50kg, the sofa is barely used, and yet it looks like it’s been abused for a decade.

I contacted Koala for a solution, we had emailed back and forth over 15 times (see screenshots) to come to NO resolution. It was unacceptable and disappointing. A company that sells products at premium prices should at least honour their legal obligations for quality and durability.

By comparison, my older Koala sofa bed, used daily, has no such issues. This clearly shows poor manufacturing on the newer model.

Do not waste your money. Koala has terrible quality control and lacks customer care. Buyer beware.

Let me start out by saying, I used to love Koala! We have so much from them and they used to have amazing customer service but our last purchase has been a real flop. We noticed a ton of pilling very quickly when we bought our Torquay Couch. If you see the listing now it has a disclaimer about it, which suggests others had this happen too. In… Read more

response to my warranty claim they said its normal wear and tear (we had the couch for under two months, out of town for one of them) and then offered us a fabric shaver. The first one never came. The second one also never came, instead they sent us clips for the couch that had been previously used despite saying fabric shaver on the shipping label. Final one got sent and never arrived, it went to our neighbour who returned to sender. No follow up.

I reached out again with proof and a request for help because the fabric is now getting worse with shaving, and then their AI bot said I hadn't replied recently. I had replied two hours previously. I am overwhelmingly disappointed in the poor customer service and "resolution" offered. Delivery was also a massive hassle, would not recommend.

We bought the Balmain bed with headboard and two matching side tables: * The laminate on the headboard looks like it was cut roughly with a blunt saw * The side table laminate is feeling off, the drawer backing was split and the drawer rail was bent so I cannot assemble the drawer without bending it back into place myself * I haven't opened the… Read more

2nd bedside table but expectations are low - **Actually I did open the 2nd box and it too had delamination - see photos

So of the bed and two bedside tables I bought, ALL THREE are damaged. DO NOT BUY THIS JUNK!

UPDATE 11-AUG-2026: after several messages and emails and promises, I am still waiting. I have two large boxes of their damaged product and no information on when they will be collected and replaced. Maybe I should take them into the their Moore Park store myself? UPDATE: 14-AUG-2026... still no response so I called their support line again, and AGAIN the person supposedly handling my case is out of office.. I have raised a case with Fair Trading

I genuinely wanted to like Koala, but this has been one of the most frustrating customer service experiences I have ever had. The problems started with my original sofa delivery. Despite the delivery team arriving at my building, my sofa was never delivered. I had already arranged my schedule and stayed home waiting, only to be told the delivery… Read more

had failed and that I would have to go through an entirely new replacement process.

Unfortunately, that was only the beginning.

When the replacement was finally arranged, I was repeatedly assured over the phone that an Airtasker had been booked for the entire day and would simply attend once my replacement sofa had arrived. Based on those repeated assurances, I organised my entire day around Koala’s arrangements.

However, on the day of delivery, everything changed.

I was suddenly informed that the Airtasker had other jobs booked and could only attend at a specific time. I was then told that if another Airtasker could not be arranged, the replacement process might have to be delayed yet another day.

After already wasting one full day because of Koala’s delivery issues, I was expected to potentially waste another full day because of Koala’s own scheduling problems.

This was completely different from what I had repeatedly been told by Koala.

When the Airtasker eventually arrived, another issue arose.

Koala had represented that all packaging and rubbish would be removed as part of the replacement process. However, the Airtasker clearly had not been given proper instructions. They contacted Koala directly asking whether all of the packaging, including the old boxes, should be removed.

Koala read the messages but never responded.

As a direct result of Koala’s failure to communicate with its own contractor, I was left with packaging and rubbish that I had specifically been told would be removed.

At that point, I found myself coordinating communication between Koala and Koala’s own contractor because Koala failed to communicate internally.

Throughout this entire experience, I repeatedly had to:

• follow up with customer service;

• explain the same situation over and over again to different representatives;

• provide screenshots and evidence multiple times;

• coordinate communication between Koala and the Airtasker;

• spend hours resolving issues that should never have become my responsibility.

The most disappointing part was not even the mistakes themselves.

Every company makes mistakes.

The real issue was the way Koala handled them.

Different members of the customer service team gave conflicting information throughout the process.

Promises made over the phone were later contradicted.

Responsibility was repeatedly shifted elsewhere instead of being acknowledged.

Rather than taking ownership of the situation, I was continually expected to invest more of my own time and energy resolving problems created by Koala’s own internal communication failures.

My time has value.

I should never have had to spend hours documenting evidence, chasing updates, coordinating between Koala and your own contractor, and resolving issues that arose solely because Koala failed to properly manage its own processes.

Although Koala eventually provided a $600 goodwill refund, it does not adequately reflect the overall customer experience, the repeated service failures, the misleading information I was given, the significant inconvenience, or the enormous amount of time I lost throughout this process.

What makes this even more disappointing is that Koala ultimately attempted to declare the matter “resolved” unilaterally, despite never properly addressing the core issues that led to this complaint.

I genuinely wanted this purchase to be a positive experience.

Instead, I spent far more time dealing with Koala’s customer service than I have actually spent enjoying the sofa itself.

That alone says everything about my experience.

Based on my experience, I cannot recommend Koala.

Really disappointing experience with Koala. The bed base arrived defective, the delivery experience was poor, and despite multiple emails I received no response until I called them myself. Even then, customer service was dismissive and simply told me to fill out another form without showing any real interest in resolving the issue properly. We’ve… Read more

owned Koala products before and had good experiences, which makes this even more frustrating. A small refund for the missed delivery doesn’t make up for the lack of communication, poor service, and overall inconvenience. Unfortunately this experience has completely changed my opinion of the company, and I wouldn’t recommend them based on how this was handled.

The Torquay Modular couch looks nothing like the photos in terms of colour. As you can see from these photos, the listing from Koala shows the couch as Forest Dawn, a green colour. In reality, the couch is actually grey. And you can barely spot the green. I emailed Koala requesting that they update the photos and consider changing the name, given… Read more

that it is misleading and likely to disappoint. They advised me that I could use the 120-night return policy or receive a $50 refund for the issue. They refused to update the photos or product name. And advised me that they encourage customers to order fabric colour swatches, which they claim are available. I did a search for "colour swatch," "swatch," and "sample", none of which appear on their website, another misleading direction from Koala. I am still waiting for a response from them after I said the $50 was not good enough. Despite the 120-night return policy, the hassle of having a couch unpackaged, upstairs, and needing to arrange delivery drivers is a pain and an unnecessary burden when they could have got the fabric colour right or, at best, advertised the product as it truly is. Photographs vary, but this is a stretch too far. The only positive I can give is that the couch is comfortable, so you can sit on it and enjoy it despite its colour not matching the room decor we chose. Just wish the colour matched.

The Byron Sofa looks great and fits nicely in our space, but the overall build doesn’t feel as solid as expected. It tends to squeak with normal use, which makes it feel less sturdy than you’d hope at this price point. On top of that, the stitching on the mattress section started coming apart. I contacted support and provided photos and the… Read more

invoice as requested, but after submitting everything I didn’t receive a follow-up response.

Design-wise it’s nice, but between the squeaking and the warranty experience, it hasn’t met expectations so far.

This has been one of the worst furniture purchase experiences I have had. The bed delivered by Koala was missing essential parts, making it impossible to assemble properly. The threading on the bottom side of the bed was missing, and even the delivery/installation person confirmed it could not be fixed on-site. As a result, I am left with a… Read more

half-assembled bed frame sitting in my master bedroom, which is not only unacceptable but also dangerous for my children. This is basic furniture — safety and completeness should not be optional.

The quality control is clearly poor, and the service response has been equally disappointing. When you pay a premium price, you expect a usable and safe product — not a hazardous, unfinished item taking up space in your home.

I would strongly advise others to think twice before purchasing from Koala. Poor quality, poor service, and zero accountability so far.