25,358 reviews
AI reviews summary
Pros
Verdict
Overall sentiment regarding Nick Scali is mixed, featuring a distinct divide between the in-store and repair experiences and the broader logistics and after-sales warranty process. Customers consistently praise the knowledgeable retail staff, the quality of delivery drivers, and particularly the exceptional service provided by individual repair technicians like Frank Martelli and Ashley. However, a subset of reviews indicates significant frustration with delivery delays, communication breakdowns post-purchase, and challenges or rejections when attempting to claim warranty repairs.
Great experience terrific customer service from the NS team The technicians were very knowledgeable. Ashley was incredibly with our small issue. Well done to the team.
Repeated delays and disappointing after-sales service I ordered and paid a deposit towards a couch on 7 August 2026 and received written confirmation quoting 9–11 weeks for arrival into the warehouse. That meant an expected arrival between 9 and 23 October. The estimate has since moved from mid-October to mid-November, and now to approximately… Read more
mid-December—around 18–19 weeks from ordering. This is only warehouse arrival, not delivery to my home.
My sales order and online tracking also show 19 August as the order date, 12 days after my actual purchase. I have asked for an explanation.
On 15 October, I was told manufacturing and transit were running on time. The latest text now says the order is “2 weeks behind schedule”, which does not reflect the original timeframe I was given.
I understand shipping and weather delays can happen. What has disappointed me most is the lack of clear information and the way my concerns were handled. During a phone call, I found the staff member dismissive and rude. He told me, “Let me finish,” when I tried to explain my concerns, and repeatedly said the delays were outside their control.
He suggested organising a courier, but I already have a transport provider arranged. I cannot confirm collection without knowing when the couch will be available. I still need to get it from Townsville to Ravenshoe, approximately four hours away, potentially immediately before Christmas.
I was looking forward to having a lovely new couch. Instead, I am left with repeatedly changing estimates and no firm collection date. I have emailed customer care requesting a clear explanation and am awaiting their response.
Frank from Nick Scali was fantastic! He was friendly, professional and efficient, and made the whole process easy and stress-free. Great customer service and a pleasure to deal with. Thanks again, Frank! Show reply
Reviews with attachments
Awesome job, guys! Thank you so much the team truly put in their best effort, and the lounge positioning turned out absolutely perfect. Thanks you so much team. I will buy some more soon. Show details · 1
Stunning and very cosy lounge suite. Absolutely worth the wait!! Show reply
Just bought my lounge furniture from the St.Lukes branch . I am a very happy customer , awesome product , even more Excellent service and experience of the staff . The branch manager Mr Sugeet was extremely helpful , great service !! 10/10 Show reply
We’re so pleased with our comfortable couch which is also a recliner! It’s a good height for older people who find it hard to get up and down off chairs. Thank you Nick Scali Show reply
Had a Nick Scali entertainment unit delivered however one of push to open springs on the cabinet was not properly installed. Frank fixed the issue right away- I found him to be efficient and professional. Recommended. Show details · 1
Needed parts to repair manufacturing issues with Bluetooth & speakers. The technician Ashley completed all repairs thoroughly ensuring all was working as it should. Very professional technician. Knows his stuff. Show details · 1
Outstanding service, polite and courteous! Highly recommend and having the product assembled for you is a nice touch! Show details · 1
Wonderful service from start to finish. Our couch is fantastic, we love it. Show details · 1
A great delivery and assembly service by the Nick Scali representatives who were very polite, courteous, professional and very careful. we were very satisfied and I would most certainly recommend. Show details · 1
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Very pleased after long wait but definately worth it.highly reccomend Show reply
We had an absolutely fantastic experience with the Nick Scali delivery team. They were extremely communicative from start to finish, keeping us informed throughout the delivery process and making everything so easy. They were incredibly thorough when unboxing and setting up our furniture, taking great care to make sure everything was positioned… Read more · 1
correctly and looking perfect. They were professional, friendly and clearly took pride in their work.
They genuinely went above and beyond, and we couldn’t be happier with the service we received. The delivery team are a real credit to Nick Scali — we would highly recommend them!
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
Latest follow-ups
Ashley was very professional and communicated well with us what the problem was and how it would rectified.
Follow-up · We had to replace the whole thing which took over 6 months and the replacement came damaged so we asked for a refund. On top of that, our table legs came with a bend in them and the replacements then came scratched - this is the same with the foyer bench. We will never use Nick Scali again.
Hi Emily, We're so glad Ashley provided professional… Read more
Craig helped to repair my damaged armchair and was very efficient and polite Show details · 1
Follow-up · The chair repair was done in around an hour. The repair cost nothing because the delivery people broke the chair. Yes chair is fully fixed now.
Can not speak highly enough of Nick Scali and their service team. They replaced the battery in two of our recliners free of charge even though the were outside the warranty period. The sevice technition was courteous and professional he put packing blankets down to protect our floor and lounge. Thanks Nick Scali Show reply
Follow-up · Nick Scali Service team booked in an agreed date and time to carry out the battery replacement. Technician arrived on time, completed the replacement in 15 minutes then cleaned up after himself. 12 months on from battery replacement and recliners still working as expected. Overall excellent experience, Thankyou Nick Scali.
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Positive reviews
Excellent service from technician, he was prompt and helpful and very polite. He fixed the problem with our furniture fast and professionally, I would highly recommend him to everyone. Thank you. Show reply
We were very lucky to be served by Chen from the Hamilton showroom, she was patient, professional & help us enormously with dimensions & accessibility to our apartment. Show details · 1
Frank Martelli came to look at our new ottoman that we received damaged. He was very efficient and polite, tightened the hinge and changed a part. All seemed good! Thanks Frank Show reply
Negative reviews
Sales lady, Vicki at Weiru park was an absolute gem but that was all - we purchased a recliner 2 seater couch from the sale section and received a non-working couch and a service department that we are still waiting for feedback - very disappointing and frustrating to say the least Show details
Absolute con artists! BEWARE!!! I ordered a sofa through Nick Scali at one of their physical stores in Queensland. When the sofa was delivered, they delivered the sofa without two of it’s scatter cushions. I contacted their customer service team and they said they did not know where the cushions were. I phoned Nick Scali for 5 consecutive days… Read more
and each day was told they would phone with an update. No such update was given. I went into the physical store to speak to the sales person. I was then told I had to prove the cushions weren’t delivered, despite the delivery drivers taking a photo of the sofa when they delivered it. I then get told that new cushions would be ordered and delivered. I was told these cushions would be delivered in mid-September. At the time of writing it is the end of October and no cushions delivered.
I have lost count of the number of times I have phoned and emailed Nick Scali. I reported Nick Scali to the Office of Fair Trading and immediately got a response. I was then told via email and phone, that my cushions would be delivered by Friday last week and they would give me a $200 voucher.
Neither of these I have received. This company has no regard for customer service, loyalty or consumer law!! My next recourse is QCAT.
Today I receive a text message saying that my cushions are at their warehouse, however there is a CATCH… they now want me to pay $300 to have them delivered because I put a chargeback request in with my bank. But my bank has not resolved or finalised the chargeback. How on earth do I owe Nick Scali MORE money and time for their error?!
This company is a complete con.
I wish I could give negative 5 stars.
Hi Kayleigh, We're sorry to hear about the ongoing… Read more
Lounge not quite 4 years old already sagging and seating uncomfortable . When I spoke to service the answer was normal wear. I purchased the accidental damage warranty don’t bother save your money . The lounge is used only by 2 older persons no kids. The stains also won’t come out with their upholstery cleaner another waste of money. I shan’t ever get one again. Show details
Hello Mandie, Thank you for bringing this to our… Read more
Recent reviews
Nick Scali: the sales pitch says luxury. Everything after payment says “get stuffed and take a number”. Bought a couch with electric recliners, telescopic headrests and electric storage. Turns out the most impressive feature is customer service’s ability to disappear. Paid $99 for “professional” delivery and assembly. Didn’t realise the delivery… Read more
blokes shared a brain cell and neither had custody that day. One headrest backwards, another off its hinges, storage jammed within 24 hours. Was the instruction manual a riddle?
First technician: faulty motor. Weeks of silence. Second technician: not the motor
Both lovely blokes. Unfortunately, the organisation behind them couldn’t coordinate a fart in a baked bean factory.
Then came the excuses, missed callbacks and mysterious “discussions”. Apparently nobody can tell me what’s happening, but everyone can promise someone else will call.
Head office finally rang and I got old mate, apparently trained in every avoidance technique except actually fixing the problem. He described these faults as fairly standard. What a spectacular endorsement of your own furniture.
They insisted the couch section had to go away for assessment, then needed two weeks just to pick the bloody thing up. Head office promised it back within five days. The text stretched that to seven. Customer service now reckons seven to ten. Do you lot work for the same company?
The headrests are telescopic. Apparently so are the deadlines.
Five days gone and no update unless I chase one. Hope my couch is enjoying its holiday. Perhaps it could send a postcard, since your staff can’t manage a phone call.
I’ve been patient. I’ve accommodated technicians. I’ve chased parts, calls and answers. At this point, put me on the payroll—you’ve outsourced the follow-up to me.
Fix the bloody thing and give me a straight answer. This is embarrassing.
Hi Vicky, We sincerely apologise for the delays,… Read more (+2 replies)
Frank came out to assess our recliner lounge which was no longer charging. He arrived on time and was friendly from the moment he arrived. He assessed the recliner and had a replacement battery ready to do. Overall good experience. Show reply
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Hello Joanne, Thank you for sharing this detailed… Read more (+1 reply)