25,242 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.
Very disappointing customer experience with Nick Scali Taylors Lakes. From the purchase through to delivery, the whole process was frustrating and poorly managed. I had to follow up several times, visit the store more than once, deal with delivery delays and a last-minute cancellation, and then face another issue over a delivery fee that I had… Read more
been told would be waived.
For a brand that positions itself as premium, the level of service was well below expectations. Communication was inconsistent, the delivery process was difficult, and resolving issues took far too much effort from the customer.
I have had much better experiences with lower-cost furniture retailers. Unfortunately, this was my first purchase from Nick Scali and will also be my last.
Really appreciated the manner in which an issue I had with a recently purchased lounge was quickly sorted out. The response was prompt and thorough and the service guy sent (Ashley) was brilliant. Fixed the problem quickly, provided some great advice for future maintenance and was extremely courteous. That’s why I buy from a reputable furniture company such as Nick Scali. Show details · 1
This is regarding a Nick Scali Costa Rica couch. I received the couch late July after waiting 2 months for it to arrive. Within 30mins of receiving this couch there were two injuries. The configuration we got was different to what was in store, the configuration we chose was the smallest which comes in two parts. Where they meet in the middle… Read more
there’s a solid frame under the fabric which is not cushioned. This is extremely dangerous because it’s the middle of the couch and it looks cushioned like the rest of the couch. They managed to cushion the base where they meet but not the back rest. One of us sat in the middle and had the frame hit hard into the spine. Another sat into the chaise and hit the elbow hard into the sharp edge of the frame. The frame also curves sharply towards to top, hit that then you’ll have more than a few bruises.
I called Nick Scali support about an hour after receiving it. I explained the safety issue and injuries. They sent a technician about a week later. On arrival we agreed there wasn’t much for him to do given it wasn’t an issue that could be fixed on site.
This is either a manufacturing issue or an extremely poor design.
Since then responses have been extremely slow. My last phone call 1.5 months after raising the issue was 11 business days after I was told they’d get back to me 5-10 business days from my previous emails and calls asking for a response. On that call I was told “I’m probably sitting on the couch wrong”. I’m not happy with that response. If your couch needs a special seating technique or caution must be taken before sitting down then there’s probably something wrong with your couch.
I’ve since restricted access to the couch because I don’t want friends and family hurting themselves on it. We are now 1.5 months making do without a couch while we wait for a resolution that doesn’t seem to be coming. That after already waiting 2 months for it to arrive.
Hi Jaro, We’re truly sorry to hear about your… Read more
Reviews with attachments
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
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
- +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.
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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
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
Latest follow-ups
The worst experience I have ever had. I do not have my suite. After the initial deposit for the order, I received no confirmation no responses to emails to answer questions. Got hold of someone else, responded to emails told me nothing. Given I… Read more
don't have a Nick Scali store in my town, I asked someone what I needed to do to delivery, they said it was with dispatch and hung up on me. I got a call last week to confirm the deliver, over the due date. And today I rang to confirm time and they tell me they sent and SMs which they didn't and I didn't confirm and pay balance so they cancelled delivery, can't tell me when... I have been treated so badly, will never step foot inside a Nick Scali store again. Why is it that customers are expected to try and manage customer communications. You can track a candle from the other side of the world, yet, they can' t track their furniture.
Follow-up · Had several issues with my suite in first 6 months, bolts in the head rest fell off and dead battery. But the response to assessing and repairing was reasonably quick.
Hi Skaila68, We’re sorry to hear about your concers.… Read more (+1 reply)
Ashley was prompt informative, and helpful, outstanding service Ty friendly , excellent!! Show reply
Follow-up · Hi well it’s been awhile and we have had to call out for repairs several times for our charging ports on both sides, they just keep breaking down, and yet again I have to call them ,,would be lovely to have problem solved it’s to many times now, sad to have to do this update
The delivery team took an extra mile to help me get the defect furniture redelivered same day. Thanks for the hard work. Show reply
Follow-up · The table had some rust stains on the metal legs. The redelivery was made very quickly, although the replacement still had similar defect and had to return again for 2nd redelivery.
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Positive reviews
Frank came to fix our sofa problem . He understands and know where the problem is. Friendly and arrived on time . We wish to thank him for his service to able to fix the sofa squeaking problem. Show reply
We had an excellent experience dealing with Frank Martelli at Nick Scali. Frank was professional, knowledgeable and, most importantly, honest throughout the entire process. He took the time to understand what we were looking for and provided genuine, helpful advice without any pressure. His professionalism and exceptional customer service made… Read more · 1
purchasing our furniture a very positive and seamless experience. We would highly recommend Frank to anyone visiting Nick Scali.
From Terry Annous
Delivery was great and all friendly However, even though you had some system issues, it was not satisfy the service that we had to wait over a month to get the table and even though the delivery was scheduled, no turn up couple if times. Also, I reft a formal complaint through your website, no response over a week. Hope someone get back to us my email sooner Show reply
Negative reviews
I tried mediating before publishing this review but it doesn't seem they read it so I'm just publishing it. I was just getting a quote for delivery for TV unit for delivery and it took nearly an hour of time. First I had to call for a delivery quote. I call them, select the option for delivery, then I'm asked to say what my enquiry is in regards… Read more
to. Love having to find somewhere quiet because I have to hope a bot understands me.
Then I select my state on the dial pad and get put through to someone who can't help me with a quote.
Tried their online chat, had to again go through a bot, go put on to someone who didn't even say hello for the first 10 minutes and I had to keep asking if anyone is there.
Only about 20 minutes into the chat do they tell me they can't give me a quote and put me through to someone else. They talked to me for 20 minutes only then admit they can't give a delivery quote the only thing I've asked them about.
That someone placed an order without me agreeing when again I just want a quote for delivery.
Go to Amart or Temple and Webster, or Lounge Lovers type your address, and you're done. Way cheaper too. Amart out sources their support but calling a store gets you through to someone who knows what they're talking about.
Hi, We’re truly sorry to hear about your experience… Read more
Terrible quality furniture, looks nice but the 1st set arrived with minimal and substandard cushioning ( you could feel the wooden frame of the footrest as it had literally NO padding, just material) ,so after a LONG wait, ignored emails and phone calls, the replacements finally arrived, only to have the padding/cushioning collapse again within 6… Read more
months!!! So unless you're interested in paying premium price for terrible communication and substandard quality products...
Hi Annelize, We’re truly sorry to hear about your… Read more
Deceitful - buy LITERALLY anywhere else – Worst purchasing experience ever. Don’t deliver on promises, do the bare minimum once you’ve paid your money. Even when agreed, months of inaction on minimal ‘restitution’. Would literally buy anywhere else given the option. Spent over $5k on couches that were ‘in stock and available by end of week’ to have a ‘computer issue’ turn it into a 13… Read more
week wait. Upon following up, was informed that they would never have agreed to immediate delivery… but if I wanted what I had agreed and paid for I could wait and see. Paid additional funds for delivery, paid additional for extended warranty only to be told it couldn’t be honoured. Was offered a refund of $95 for the difficulty, which I have had to chase for months. They are scammers. They work harder to screw their customers than making and selling their products. Avoid at all costs. Buy from AMart or wherever… at least you know that’s going to be a disappointing experience… but if you buy from Nick Scali expecting it to be any more enjoyable or easier you are going to be very disappointed. A farce of a business.
Hello, We sincerely apologise for the extreme… Read more (+1 reply)
Recent reviews
Frank helped fix the gas lift in our Nick Scali bed. His service was efficient and friendly. He explained what the issue was and came prepared with the necessary replacement parts and tools. Show reply
Frank was fantastic! He called to let me know when he was on his way, which meant I wasn’t left sitting around waiting all morning. He quickly identified the issue and raised a report to have it fixed. He was very professional, friendly and efficient. Highly recommend Frank and really appreciate the great service! Show details · 1
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Hello Sahan, Sorry to hear about your feedback. We'd… Read more