25,149 reviews
AI reviews summary
The overall sentiment for Nick Scali is polarising, characterised by high praise for in-home technical support and showroom staff, contrasted by severe dissatisfaction regarding after-sales care and delivery logistics. While many customers enjoy a seamless purchase-to-delivery pipeline, a significant segment reports quality control failures and a "ghosting" effect from the escalation and customer care teams when issues arise.
Pros
- Exceptional Technical Support: In-home technicians (frequently naming Frank, Ashley, and George) are consistently praised for being punctual, professional, and highly skilled at resolving mechanical issues or minor repairs on the first visit.
- Knowledgeable Showroom Staff: Sales representatives are often described as patient, informative, and helpful during the selection process without applying undue "hard-sell" pressure.
- Efficient Delivery Personnel: The physical delivery teams are frequently commended for their politeness, care taken with property floors, and their ability to assemble furniture quickly.
- Effective Communication Systems: Many users found the automated tracking and SMS updates regarding delivery windows to be accurate and helpful for planning.
Cons
- Difficult After-Sales Service: A recurring and serious complaint involves the "Escalation Team" and general customer care, with users reporting ignored emails, unreturned phone calls, and a perceived lack of empathy once a sale is finalised.
- Warranty and Insurance Disputes: Multiple reviewers feel misled by "accidental" insurance policies and warranties, citing strict 5-day notification windows and a tendency for the company to label structural issues as "normal wear and tear."
- Packaging Disposal Policy: There is widespread frustration regarding a policy where delivery teams do not remove large cardboard boxes and plastic wrap, often leaving customers with significant waste management issues despite paying high delivery fees.
- Quality Consistency and "Off-gassing": Several reports highlight brand-new furniture arriving with defects (missing screws, uneven recliners), and some leather products emitting strong chemical odours that persist for weeks.
Verdict
Nick Scali is a strong choice for consumers who value a high-quality showroom experience and professional in-home assembly. However, the experience hinges heavily on the product arriving without defects, as the company’s administrative after-sales support and warranty claim processes are frequently described as unresponsive and frustrating. Owners should be prepared to manage their own packaging disposal and carefully read the fine print on extended warranty timeframes.
Product is excellent, arrived earlier than the specified delivery window. The buying process was easy. Kikey, the saleswoman in the Hamilton store, was excellent. Fantastic customer service and follow up with updates about delivery. Couch is amazing, so comfy. We love it. 10/10 for both the product and customer service. Show details · 1
The truck was late but the delivery service was exceptional...friendly, professional, helpful, courteous. Only improvement would have been if I'd been alerted to the late delivery earlier. Show reply
Mark came out to check that my lounges were put together correctly. He adjusted them readjusted the electrical cords and was very helpful. I was very impressed by his professionalism. Show details · 1
Reviews with attachments
We had a stiff control switch on our new lounge. Craig attended and was very polite, knowledgable and helpful with some battery advice. I am not sorry we bought from Nick Scali Furniture, their back up service was exceptionally good. Show details · 1
After purchase Service call - Big thanks to Frank for getting our lounge sorted! We ran into a snag where the legs wouldn't thread in correctly, which meant we couldn't even use part of the sofa. Frank was professional, figured out the fix immediately, and got it done without any fuss. He even had me test it out before he headed off to make sure it was good to go. Awesome, quick service, cheers! Show reply
Amazing customer service from Francis at Nick Scali South Wharf. We were looking for a modular lounge and he was brilliant - so knowledgeable on frames, fabric, options - showed us a great range and then allowed us to reflect with no pressure. Delighted to say we bought the Clovelly 7 piece lounge. Delivery flexible to work for us. Customer service makes such a difference for a big purchase. Highly recommended. Show details · 1
Good product, modern design…. This site should give the customer their freedom to express in as little or few words. This is just wasting time Show reply
- +3
This is my 3 time buying from NS Excellent service and products.and delivery team is very respectful of apartment living friendly and quick at installation whilst taking care handling the new furniture. Carefree with the delivery team My home is all of NS quality luxury furniture/ lounge suite, dining table chairs, bedroom side tables, drawers… Read more · 1
side table and 2 seater electric couch for my bedroom. Very happy
I am disappointed that Nick Scali doesn't offer a service to take away the packaging especially for the amount I have spent with them over the years.
I have just had my new coffee table & rug delivered which I bought at Nickscali. From the excellent service & help i received from the floor staff at the Maroochydore store i say a big " thankyou". They were considerate, helpful & helped me with any questions I had. The pre arranged delivery went smoothly. The delivery men were warm & courteous .… Read more · 1
They were on time & worked quickly leaving no mess. I have never stopped at NS before but I won't hesitate to recommend them to friends & family. Thank you to everyone.
The Nick Scali guys were amazing. Trustworthy and very careful in handling the furniture. Show details · 1
Love the product and the delivery team are very helpful Show reply
Very pleased with our Nick Scali coffee table..really feel i have a quality show piece..admired by all..delivery and setup went smoothly Show reply
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My custom couch was ready weeks ahead of schedule. Looks fantastic! The delivery guys were awesome. Very friendly and helpful, quick, too! Under 30 minutes to unbox, haul up the hill and flight of stairs, and assemble. Very impressive! Show details · 1
Reached out about an area of the lounge that was lax. Repairman came on time, made the repair and lounge as good as new. Professional and courteous repairman. Very happy with service and outcome. Great job. Show reply
There are many options in stores, but what reassured me was the attentive service regarding the need to fit through narrow doorways and the guarantee of a product with excellent finish and durability. Show details · 1
Attended on promptly on time Friendly helpful and fixed the issue Would recommend Show reply
Absolutely beautiful sofa! I have bought and sold about 5 couches to eventually find this one. The softest leather, lots of room and comfortable structured seating. Highly recommend the Denver Show details · 1
Good efficient service and no issues with the product . Will shop here again Show reply
Latest follow-ups
Adore our Lenxy couch – After waiting 4 years for our new home build to be completed, we found our dream couch, the Lenxy from Nick Scali, to be the perfect piece in creating our ideal loungey living space. We ordered in Caramel which comes in a soft, velvety handfeel and… Read more · 1
the colour complements our overall design aesthetic exactly as we’d imagined it. Delivery and communications were streamlined and timely. The delivery crew were friendly with impeccable service. We are so stoked with our couch - the design, the comfort, the amount of people we can fit on it, and look forward to many years ahead sharing our space with family and friends. Highly recommend.
Follow-up · Our Lenxy couch is now two years old and still in mint condition. We have a 2yr old pup and 8 yr old son and the family rules we have are - no jumping on the couch and no dog on the couch - we want to keep it in great condition for as long as possible. We still LOVE our couch and how the modular system allows us to reconfigure any time and create one big loungey couch for Sunday arvo family naps or movie time.
Extremely bad experience at Nick Scali Bundall. Ordered $12k of furniture, salesman Anthony said current sale best you can get, few weeks later one single sofa was reduced by over $1k. With still over month for delivery I brought this up with… Read more
salesman to be told they only give 2 days to price match but write a letter/email to management and they will review. Over a month later no responses and when I followed up for someone to review my email, received extremely rude customer service said No No No and stop wasting my time. I didn’t realise buying $12k of furniture was wasting time. I have never experienced such rude arrogant customer service. I believe their sales pricing and salesman conduct misleads consumers. On delivery of furniture they left 5 massive thick boxes and packaging all over driveway which are hard to break down… they did demand over $70 to remove. On delivery of leather furniture it has taken over 1 month to remove the toxic chemical smell from furniture with all doors and windows open. My wife who suffers allergies could not stay in the same room as furniture. It makes you wonder what chemicals are used on their products as on a subsequent delivery the driver told he heard reports of customers being told to put sofas outside while they degassed from chemicals. Overall a terrible experience and would not recommend Nick Scali to anyone.
Follow-up · No boxes were not removed No price did not change No smell is still there
Rubbish service from Nick Scali Furniture!!! Delivered 4 hours late and despite paying extra for assembly and to take packaging away - they left all packaging in our driveway!! Driver said he was overworked having to make 16 deliveries in one day!… Read more
Assembly was atrocious requiring us to go back over the items and retighten all screws.
Overselling at its worst.
Follow-up · No follow up - but I expect that from this company.
Hi Lou, Thank you for reaching out. Upon reviewing… Read more (+1 reply)
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Positive reviews
I had a warranty issue with the phone charger in my lounge. The service technician, Paul Vassallo, came to my home and effected repairs efficiently. Paul was great, thank you. Show details · 1
This is a review on the service we received from Craig (WA) not the product. He came to check why the chair does not recline as fully as in the shop. He was punctual, polite and explained the issue well. Unfortunately he was unable to get the recliner to go back more. Show reply
Frank Martelli came out to fix a fault we had related to the control box of the sofa lounge. He replaced the part very efficiently. Sofa is working well now. Excellent and efficient service. Thank you! Show reply
Negative reviews
I’ve never left a negative review before, but this experience has left me with no choice. On 27 June, we ordered five queen beds and one king bed from the Nick Scali store in Bansktown. At the time of purchase, we were advised that three queen beds were in stock, the remaining two would be available for delivery on 27 July, and the king bed was… Read more
due to arrive on 12 August.
We specifically requested that all five queen beds be delivered together on 27 July, rather than in separate deliveries, and we were assured this would not be a problem.
Unfortunately, from that point onwards, the delivery commitments kept changing.
First, we were advised that only three queen beds would arrive on 27 July, with the remaining two delayed until August. Then, only a few days later, we were told the situation had changed again, and now just one queen bed would be delivered in July, with the other four delayed until August.
To make matters worse, we later found out from another Nick Scali staff member that part of our order had been allocated to another customer. This was extremely disappointing to hear and raised serious concerns about how our order had been managed.
This wasn’t simply an inconvenience it completely disrupted our plans for moving into our new home. What should have been an exciting milestone became an incredibly stressful experience because we could no longer rely on the information we were being given.
What disappointed me even more was the response from management. After taking the time to explain the entire timeline and how frustrating the repeated changes had been, there was little acknowledgement of the inconvenience caused and no genuine effort to resolve the issue instead offering a refund.
When you’re spending a significant amount of money on furniture, you expect honest communication and reliable service. Delays can happen, but constantly changing delivery dates, failing to honour commitments, and allowing part of a customer’s order to be allocated elsewhere is simply unacceptable.
Sadly, this experience has left us extremely disappointed, and based on the level of communication and customer service we received, I would struggle to recommend Nick Scali to others.
Hi Laura, Thank you for bringing this to our… Read more (+2 replies)
Bought most expensive lounge i have ever bought from them. Not even 3 years later falling apart. Leather colour coming out. Cushions collapsing. They sold us extended damage warranty which was a waste of money. According to them it is normal for a $5000 lounge to wear out in 3 years. Our previous much cheaper lounge showed little wear after 12… Read more
years. We don't have kids and have taken proper care of it. The products are rubbish. Save money and shop elsewhere and save money and get some service.
Hi Dave, We're sorry to hear that you're disappointed… Read more
I would give them no stars if i could, bought a lounge from them 6 months ago, paid over $6000 and it is already falling apart.Nick Scali wanted pictures ok then they wanted to take a look , ok but wouldnt work with us on a time so my wife had to take a day off for them to come out and say , you should have done some research and thats our… Read more
problem .Not good enough , if we paid a $ 1000 sute but over 6k i would expect the lounge be fixed . Not happy.
Hi Mick, We're sorry to hear about your experience… Read more
Recent reviews
We waited 9 weeks to get deliver of our lounge the 2 x seater came in two different colours, not sure how this happened, we are still waiting for them to rectify, when we went into the store the salesperson was less than helpful, different from when we went Into buy, we have bought our furniture from them for years, not Anymore
Frank Martelli helped rectify a problem with my sister's lounge and figured out the problem straight away even when the problem wasn't there when he tried to get the problem to arise. Great customer service and speedy fixing of the problem. Show details · 1
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Hello, Thank you for detailing your recent experience… Read more