Recently brought a mattress from Koala, and I’ve been really impressed with the service.
Turns out I’d ordered the wrong size and koala made the process of getting the mattress back and refunded very simple. I’ve since re ordered the correct one and I’m very happy with my new mattress. I’m also impressed with the timeframes delivery. 10/10 would recommend this company and their products.
Great quality, easy to assemble, though a bit pricey
I recently bought 2 sofa beds with 1 foot rest and 1 arm chair also with its foot rest. The products are definitely amazing and super comfy, very happy with them. The sofa beds are very easy to assemble and the packaging is great. My order was delivered 1 day late (I'm in Jervis Bay so no 4 hours delivery here) and I sent them an email which was replied shortly after the delivery. I would, however, love to see improvements to your shipping service (eg. better communication from the courier) and prices (your stuff is a bit overpriced, I took adv...antage of the 20% Easter Sale which made the prices a bit closer to what I think they should cost). I'm still giving you 5 stars because I am quite happy with the products and had a smooth experience, and also to offset those 1 star reviews which were justified by the dumbest reasons. People are too entitled these days. Keep up the good work guys.
Review collected in partnership with Koala
Wonderful customer service
Unfortunately the koala mattress was not suited to us, however after letting the Koala Team know our experience they were more than happy to collect the mattress at their expense, as well as providing the required plastic to re-wrap the mattress. We have since received our full refund no questions asked.
Thank you Koala team for your wonderful customer service and making our dealings with you so easy.
Fantastic customer service
So I ordered a mattress for my elderly mum thinking her pain when sleeping was partly because of her current mattress . Even though I tried out the mattress beforehand and it was very comfortable and supportive for myself, for mum it wasn't so much. She tried it for 5 weeks and although she said it was comfortable it didn't help her many physical problems (as in it was no different to the $2,000 mattress she already had) so I arranged for a return and refund of the koala mattress.
I would like to say that the communication was immediate. They a...
Amazing customer service
I am absolutely blown away by the incredible customer service from Koala.
Joan from Koala customer service, provided exemplary, prompt, helpful and friendly responses to my emails and sorted out the issue we had with our old koala mattress immediately. I seriously have never been so impressed. Koala mattresses are just sooo comfortable and will have our custom for years to come. Once you sleep on a Koala mattress, you’ll ever sleep on anything else! Thank you, Koala and Joan.
Best customer service and deivery service
I have now purchased a few things from koala and every time i am absolutley amazed at the high level of cusomer service I receive.
Each time the communication about my order and the delivery process is top notch. Delivery is always spot on to my expactation.
I have even had to returm an item as it wasnt suitable and even then I received the most professional customer service, with follow up from Koala.
I would have no hesitation in recommending anyone to purchase goods from Koala. They are AMAZING!
Still waiting... avoid if you're in the NT
TLDR: the 1-10 business days promise from Koala is inaccurate if you’re living in the NT. Prepare for frustration.
We purchased the Koala Sofa Bed on 6th Feb. We were told to expect delivery “by Friday 19th Feb”. Other than a product dispatch message on Feb 9th, we received no communication from Koala. On the expected delivery date we called customer service hoping to get confirmation of its arrival that day. Instead the customer service rep was not able to give us any indication of when it was going to arrive and set up an investigation...to find this out. On the Monday all we heard from the rep was that it had left Brisbane on the 15th Feb. Still no date of when it might arrive. Then on Tuesday I came home to a sorry we missed you card. I had no communication from either Koala or the delivery company that it was arriving that day. I would have made sure I was home to receive it. I called the number on the card and the lady said to wait for a call the following day to reschedule delivery. No one called me this morning. I called them and they said they didn’t have my phone number attached to the paperwork for delivery which is why I wasn’t notified of the initial delivery. But apparently I had called too late and they'd already packed the truck and can’t deliver today even though I was told they would ring me. So we are still waiting… Our guest had to sleep on a blow up mattress (which Koala did refunded us $22 for) for the five nights they stayed with us. We really wanted to love our experience with Koala but it’s been incredibly frustrating to say the least.
Terrible experience !
I ordered a sofa from these guys and on the 31st Jan received an email saying I would receive it on the 12 th Feb and the driver would call me on the day. The delivery never showed. It’s now the 22nd Feb and I haven’t had an email, text, call to say that they wouldn’t deliver on the 12th or when the new delivery would be. Radio silence from them and I don’t know if I am even going to receive the product at all. These guys seem to be running a very badly organised operation. Will post again here if I ever receive shipment. Contrast this with Sleeping Duck who I ordered a bed from at 10pm and it arrived at 1pm the next day. Koala is in the dark ages still.
HORRIBLE Delivery service!!!!
I just got a Koala King bedframe delivered. The delivery guy left the boxes in vertical position outside the door which got stuck in the ceiling. I requested him to slide it inside the door which he refused blatantly and walked away. Such rude delivery service you have got Koala. Even if it is a contactless delivery you can always slide the boxes in the main door without stepping inside or having any contact with people at the house. Being my first experience I probably would not buy anything from you given that your delivery is so pathetic!!
Hulya is amazing.
Hulya is amazing. Good customer service. Will definitely recommend to my friends and family to purchase from koala. Thanks for your amazing service. Amazing price range. Thanks. Yuhuuuuuuuu i got furniture from here.
The reviewer stated that an incentive was offered for this review
Koala Sheets Starter Set
Very poor quality. I washed it as instructed and the colour faded after the first night. Contacted the support to let them know about the issue, they asked me to fill a form for replacement claiming the sheets set is under warranty, and then they called and left a message. I had to call them and the lady from the support went: Are you sure you didn't use bleach on your hair or something!?
Not to mention, the terrible sheets look different than the images on the website. it's supposed to be blue but it's more like this terribly ugly teal colour.
I'm very disappointed! Big waste of money and time
Mattress is great, decision to move manufacture to China in 2020 stinks.
Mattress is great, have had 3 all up across primary residence and an investment property, all excellent. Moving manufacturing to China, thumbs down, never buying another one. Moving manufacturing to China of all places after all China has done in 2020 alone will not go down well with quite a number of people I suspect.
Dumping manufacturing jobs with additional back office staff to sell your made in China range aiming to squeeze other made in Australia products is false equivalency of adding value to Australia. If you want to sell elsewhere in Asia Pacific by all means open additional sourcing capability, but you are destroying your Australian brand by the direction you are taking.
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.
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.
Questions & Answers
I have purchased a queen size mattress and delivery is for this Monday. I was disappointed to read that you have moved your manufacturing to China (off all places !) and I specifically purchased from Koala thinking it was fair dinkum Australian made. I just hope that my mattress was made here and that it lives up to its reputation. I was going to buy some pillows but they are probably made in China as well. I think us Aussies are happy to pay a bit more for goods as long as we know that everything is true blue Aussie made. Thank you for your time in reading my review.
We're stoked you've chosen a Koala mattress! In order to keep building a strong Aussie business that delivers affordable, high quality products to Australians, we need to continue to improve what we do, how we do it and sometimes where we need to do it - for that reason our products are made in various parts of Asia, Europe and Australia.
To keep on creating world-class products and experiences for our customers we use leading technology, the finest craftsmanship, and the strictest quality control. As we develop new products, we’ll continue our strong relationships in support of local manufacturers.
We're also proud to be a certified B Corp business which means we have been independently verified by B Lab to meet the highest standards of social and environmental performance and transparency to balance profit and purpose.
The Koala Dream Team
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