Reviewer Photos & Videos
Love this sofa. The only problem is the difficulty I have getting off it!
I ordered the sofa at 8.30 in the morning and it was delivered before lunch. The video on their website helped in putting it together and it was relatively easy, although 2 people make it a lot easier.
Really comfy, very stylish.
Purchased in January 2020.
Amazing customer service, super comfy couch!
I have bought both a couch and ottoman from Koala and have been blown away by their customer service. Their products are super comfy, make you feel right at home and have a super premium feel to them, but they also come from a company that feels really Australian and really local. Even though i initially had a small issue with my ottoman, I still cannot recommend them enough because the customer support team was amazing in resolving my problem; they emailed promptly and spoke to me one on one like real people, no standardised messages etc, you can tell they are proud of their company and it's made me a life long customer. And ill repeat it because its import- Super comfy couch!!!!
Purchased in December 2019.
Exceeded expectation! Love them
I had read lots of reviews and had thought they sounded like what I was after. Admittedly the instructional videos could have been a little more detailed and I didn’t find written instructions until after I finished the three seater. Customer service were great on the text chat to answer my questions whilst assembling. Had them for 8 weeks now, I have 9 year old twins, a dog and cat (that rule the house) and they are still perfect. Haven’t washed covers as yet but pet hair barely shows and grubby marks wipe clean with water and a cloth. Super comfortable, the 6’4 husband can easily lie out and fall asleep. Good clearance underneath for vacuuming.
Everyone comments on how comfortable they are when they visit.
Purchased in December 2019.
Quality, stylish, wonderful company
The couch is a dream. We fall asleep on. It regularly and use it as a spare bed if needed because it’s so comfy. It’s strong, well made and can take everything a toddler can throw at it.
Not only that, we suffered a small issue with the seat cover. It had been a long week with a sick baby and the seat cover was the straw that broke the camels back.
I contacted koala via chat and they were so helpful. I easily lodged a warranty claim (so simple) and it was processed at lightening speed (I’m not kidding - within an hour). The cover arrived in...a jiffy (24 business hrs) and it was accompanied by a beautiful gift me and baby, well it made my heart swell up. I think they kind of knew I needed a little pick me up. It’s so rare to encounter thoughtful companies these days. You guys do everything right, that’s why I will buy from you again and again. Thank you. Keep doing what you’re doing.
Purchased in May 2019 for $1,400.00.
It was ok for the first 2 weeks
The sofa came in the allocated time slot.
( side note - Driver was very unhelpful and would not assist with moving the boxes into my elevator. He said his job is to deliver it and not assist)
The sofa came in a few boxes - it was easy to put together - would of been easier for two people though.
I struggled a little.
The couch itself after two weeks use started pilling and sagging
Koala offered to pick up and replace that part of the sofa. This was a good experience.
However the pilling started again on the sofa so I guess that wasn’t a fix.
And it is a poor quality product. Is sagging again and pilling. Very unfortunate.
Purchased in August 2019 for $950.00.
I really enjoy the koala couch. Very comfortable to nap on and sit.
Not good if you have pets, my dogs nails gets caught on the fabric and causes little loops to form :)
Purchased in September 2019.
Called months ago for a replacement back pillow cover. The zip broke in the washing machine. Several calls later.... still no cover. I gave up and took it to be repaired at the cost of $65 for a new zipper. It has now pulled out of the fabric. So my lounge looks crap!
Purchased in May 2019.
I purchased this couch due to Koala claiming it was easy to take the cover off to clean. Unfortunately this is not the case, under the care instructions it states ‘Do not remove cushion covers for separate cleaning or washing even though they may have zippers‘ which completely contradicts the Q&A section that states they can be removed. Very disappointed in the pilling as well. I’ve had the couch less than a year & it has not worn well in that time.
Purchased in February 2019 for $1,200.00.
- Sofa (2018 - 2019)
- Verified purchase
2 seater sofa became sagging & fabric started pilling after one month of purchase.
Purchased the midnight blue 2 seater sofa for only one month and the seat already became sagging and the fabric began pilling. The customer service is absolutely outrageous. The after care team is a mess, I needed finding ways to contact with them via email, calling and Facebook Messenger for a week now, and yet still waiting for the swap. I was initially requested for discount code for my future purchases. It would be easier, it's a win win situation. However, they could only do swap to another one which I agreed on (they can't give you the sa...me colour as your initial purchase because they discontinued the midnight blue model). I have given my address and date via email for the exchange procedure and yet still waiting for them to reply. Will take legal advice from CHOICE for further action with my saved evidence. Feels like they don't care about you after taking your money away.
Purchased in November 2019 for $1,100.00.
The reviewer stated that an incentive was offered for this review
Easy to order. Delivery next day. Put together in minutes. So comfortable and looks great. All cushion covers zip off and can be washed. No need to get them cleaned which saves money and time.
Love the look, hate the fabric
I absolutely love the look and how comfortable my Koala sofa is. What I cant stand is the pilling. I have to de-pill at least once a month and it looks great for about a week.
Comfortable, affordable and totally meets the apartment brief.
We have purchased two sofas - a 3 and 2 seater, as well as an ottoman. For all, delivery was prompt, we easily got them in the lift, assembled and sat. Very happy with the quality, comfort and customer service.
Purchased in August 2019.
Perfect design for city living
The design offered a way to get a good sized sofa into an apartment via a narrow entry - the 3 seater is extremely comfortable. The ottoman complemented the sofa perfectly.
Comfortable but fabric not so great
The couch is really comfortable. My only issue is that after only 2 months the fabric is pilling which is frustrating would have been 5 stars if not for this.
- Sofa (2018 - 2019)
- Verified purchase
Significant problems with both the customer service and the sofa
I had ongoing issues with my Koala sofa (including fabric damage and bad pilling after only a few months, the base cushion failing to properly inflate and the steel frame making noise each time you get on/off the sofa). I claimed my issues under warranty and the new parts made no difference to the issues with the sofa so I asked for a refund. It took several days to hear back from Koala about the refund in the first place (after several attempts at online chat, calling the call centre and emailing the support email address). Once the support te...am got back to me, I had to arrange my own charity to pick up the sofa (rather than Koala arranging collection of the faulty sofa themselves). Once the charity had picked up the sofa (another day off work to deal with this), I emailed Koala with proof immediately and it has since been 4 days and they still have not refunded the cost of the sofa. Since my sofa was picked up 4 days ago, I have no sofa to sit on at home (we're currently sitting on the floor with blankets and pillows) and we have no money refunded to replace the faulty sofa with a new one. We're about to go away for a trip and will likely not get our money back or a new sofa in time, meaning we will be going at least a month (if not more) without a sofa due to the inability of Koala to process refunds for faulty product within a reasonable time frame. I'm not usually one to write reviews of companies (and I did not post a review I wrote when the sofa was originally faulty) but this is getting ridiculous and their lack of communication is very frustrating. I have now exchanged over 20 emails with the support email address and still have no confirmation of the refund being processed and we called today and were told that once it is in the hands of the accounts team, we have no ability to know when it will be processed. Ultimately, very disappointed and would not recommend purchasing as you will likely encounter faults and not be able to have them resolved properly.
Purchased in April 2019 for $1,250.00.
Great sofa but first product faulty
Very happy with the sofa but unfortunately the original product I was sent was faulty, it took hours of frustration to work out the issue. After contacting Koala a new piece was sent 2 days later, but this in itself was time consuming because one truck collected the faulty piece and a separate truck delivered the new piece many hours later in the afternoon. Very happy with the sofa but I ordered for the convenience of four hour delivery and it did not end up convenient at all.
Awesome experience from purchase to delivery at the door
I was really impressed with the whole purchase experience to the delivery been well informed and would recommend it. I have had trouble assembling it but other than that I was happy with the product and its really comfortable.
Purchased in October 2019 at au.koala.com for $1,250.00.
Comfy couch, very pleased with it.
Easy to put together with two people,
Comfy to sit on & sleep on. Quick delivery & not waiting for a couch was a highlight. I recommend this couch to anyone that needs a comfy couch without waiting or an expensive price tag. Very happy with it.
Purchased in October 2019.
- Sofa (2018 - 2019)
- Verified purchase
Bought the couch over a year ago when it first came out and felt the metal bar in the middle where the 2 bases met. Originally I had read other users saying there were similar issues with the couch so I didn't bother contacting support.
However I recently posted a review saying I had issues with the couch and the Koala Support team contacted me straight away and asked if they could replace the problem components. Within a week I had managed to swap over the offending parts and now the couch is perfect. Can't feel the metal bar at all and the ...cushion seems firmer as well. Now on to the actual review: Pros: - comfortable and very easy to fall asleep on. - covers are machine washable - easy to assemble and dissassemble (as I discovered recently pulling the couch apart). Can be done solo but will be a lot easier with another person
Exactly what I was after!
Exactly what I was after and love that the material can be unzipped for easy cleaning! The ONLY thing that could be a problem is I find wood splinters and small shavings can find their way into the fabric. But I guess that wont a problem once the house renovations are complete ;)
Purchased in October 2019.
- ‹ Prev
- Next ›
Questions & Answers
Have the issues with the pilling fabric now been rectified? I notice on your website that you say you've listened to the feedback and have changed the fabric. Can you confirm it won't pill? I must admit, I've never owned a sofa that pills so I find it a bit odd! The pics of some people's sofas look terrible!
Since I got the sofa to the new one for a few weeks now, no pilling so far but it's getting sagging again :( I also bought sofa cover to prevent the potential pilling problem. I personally don't recommend to you. I certainly regret buying it. Koala mattress is good but the sofa needs alot of improvement. Hope that helps. :)
This doesn't sound right at all, we don't sell sofa covers? We do send them out if customers experience a pilling issue. You're also absolutely correct, we've recognised where the sofa can improve and sagging and piling is no longer an issue :)
Email email@example.com and we can sort you out.
The fabric has been changed so it is more durable but pilling can occur occasionally as a result of normal daily wear and should not be considered a fault.
Hope this helps!
I’m wondering if the ottoman attaches to the lounge in anyway? Or does it slide away when you are laying in it?
I live in Canberra and therefore can't return this if I buy it and don't like it - a huge risk if it's no good, or there's something wrong. If I get this and there's something wrong (like the reviews with misdelivered components) do I have to pay to return the wrong bits? Or is it like the comfort return, if you're not in Sydney/Brisbane/Melbourne it's purchase at your own risk?
If you end up returning because the item doesn't suit, you are absolutely able to return it for a full refund within the 120 nights.
However, due to your location, you would need to either drop it off to our Sydney warehouse or arrange for a courier to deliver it at your own expense.
If we made a mistake and sent you the wrong part or if anything was wrong with the order we would absolutely rectify this right away and you wouldn't be charged anything in terms of return postage or delivery fees etc.
I hope this helps!
Thanks, that's the main thing that's putting me off buying it - it would cost $400 or so to return it by courier if we don't like it, so the no questions asked return policy isn't as much of a selling point for us a few hours down the highway
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.