Wide range of products with variety, very helpful and assisting staff members with value for money products. Located in the heart of the city with accessible to public transportation . Must recommended
The reviewer stated that an incentive was offered for this review
Absolutely horrendous service. Buyers beware!
I suffer from a slipped disc in my lower back and my husband has chronic back pain. We are not supposed to do heavy lifting. We needed furniture but are not capable of assembling them without help.
So we waited till the lockdown restrictions relaxed and home visits were allowed in Victoria. We ordered furniture to be delivered on a Friday and arranged to have friends over in the weekend to help us assemble them, like we did many times before (when we bought from other shops).
At the time of delivery there were just the two of us at home. The ...Capital Transport delivery person (there was just one, normally there are two for heavy stuff) dumped everything, including several very heavy boxes, outside the apartment door, took a photo and intended to leave. We were taken aback and requested (literally begged) him to put the boxes inside the apartment using his hand trolley. He just had to move them only about 25 feet. He refused saying that it was against the law! We tried to call Koala but they were closed. Capital Transport was contacted and we were told that it is Koala and their joint policy not to enter the premises of the customer's home and leave everything outside the door. They repeatedly said that this is what Koala has instructed them. After this the delivery person left. We were left with the heavy boxes in the corridor in front of the lift. Forced to move them ourselves without a trolley or any other tool. Imagine the ordeal. My back pain was gone since March after taking nerve medicines for four months. After this episode it has flared up again. Fortunately my husband has apparently not had any lasting effect on his back.
- Verified customer
Great service, great products
We bought a king sized mattress and two pillows from this store. The products were great but the service was outstanding. Ordered on a Sunday, we had it delivered by Monday lunchtime. Little details like the lullaby playing when you open the beautifully packaged goods was a lovely surprise. And both the pillows and the mattress as so comfortable.
Queen bed base and mattress damaged during delivery
We ordered the Koala bed base and mattress bundle for our very excited young daughter. We got a delivery date of Friday 8 May, perfect, our daughter was counting the days and sleeps down every night telling us that on Friday night she will sleep on her brand new bed. To our surprise the delivery truck arrived a day early on Thursday 7 May, great we thought, only to be be disappointed when the delivery guy informed us the bed had been badly damaged somewhere during transport (he assured us it was damaged when loaded on to his truck) and we coul...d accept the bed damaged and wait to get replacement parts or refuse the delivery. It was a heart breaking decision to advise the driver we refuse delivery, our daughter was devastated. We called customer service on Thursday 7 and the operator was very apologetic and offered a $100 gift card, but couldn’t organise another delivery until Monday 11 or Tuesday 12 May. We are in the lower Blue Mountains, not far from Penrith. What a shame Koala couldn’t make a delivery happen on the Friday, I would have preferred Koala organise a special delivery of an undamaged product to us on Friday rather than a $100 gift card. It’s Friday night and our daughter is so upset she’s not sleeping in her new bed, got another 3 sleeps to go, can’t understand how or why her new bed got smashed in transport. Koala, you really need to manage your logistics and delivery supply chain much better than this, if you find the culprit who damaged our daughters bed and did nothing about it, obviously didn’t even report it and let it go out to the customer, let him or her know that a young girl is devastated by his/her incompetence and lack of responsibility.
I am very satisfied with product quality, delivery service, after-sales service, and presentation. I bought the slumber set, and within 2 hours of moving to a new apartment, I had my bed set up. The pillows and sheets are high quality. Sleeping on their mattress is like floating on water. I also bought the sofa. I am very pleased so far. The best part is (as far as I can tell) this is a home grown enterprise. Very few similar outlets can compete with (even) IKEA. I fully support them.
Easy To Assemble and Looks Amazing
It took 5 days for our bed to get here and even though it was at the beginning of COVID the delivery came on time. The little surprise gift in the packaging was a lovely treat and between my daughter and I, we managed to assemble the bed in no time. This will be her bed as she goes through her 20's and I know it will be an easy bed for her to move with. So happy to be supporting a sustainably-minded Australian business that has fantastic customer service.
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