25,104 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.
Ashley was very courteous and professional. His communication on arrival time was excellent. When he arrived, he showed me exactly what was wrong with the lounge, told me what he was going to do to fix it and how long it would take. When finished he walked me through correct operation and how to increase the longevity of the lounge mechanics. He… Read more · 1
cleaned up afterwards too. I was very grateful to have someone help out who was respectful and professional. Look after Ashley as an employee please.
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.
- +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.
Reviews with attachments
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
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
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Good efficient service and no issues with the product . Will shop here again Show reply
I had a wonderful experience dealing with Nick Scali Customer Service. They booked a Technician for me right after I spoke to them. Frank Martelli arrived today and fixed any issues with our couch . He was very helpful and professional … we were very satisfied and happy with his job . Thank you Frank for your assistance. Regards John Show reply
Thank you for the great service Chenyun. Easy to deal with and well organised. Show details · 1
Frank was great, and very professional. He repaired some damage to a chair, and he did an immaculate job. Show reply
Had an issue with recliner, Paul was the service tech & did a great job. Show reply
Was contacted by the technician Frank Martelli that he will arrive just as scheduled. He arrived on time very punctual and very professional. He walked through to the lounge room, assessed the problem. Discussed what the situation was and reassured me that Nick Scali will get back to me in a few days. It was a very pleasant experience, and I felt very comfortable with this technician in my home. Show reply
Latest follow-ups
Has been repackaged twice but still not right – Cushions have gone flat again causing the leather to wrinkle more than it should... Nick Scali Furniture Repair Service Leather lounge not as it should be.Guy came to check the cushions on our leather lounge as they where stretching and having… Read more
large creases which were not normal wear and tear.. He disassembled the lower cushions and repacked the foam. So disappointed...
Follow-up · Lounge needs repacking again.. Sponge keeps sinking.. Obviously not strong enough for this leather lounge..
Hi Ian, We regret to learn about your recent… Read more (+2 replies)
I bought the Nick Scali Dream couch. I was worried about the colour I had chosen as it wasn’t my first pick but it arrived today and it is so beautiful. Really happy with the style of the Dream couch, super comfy and the fabric and the colour is beautiful as well. Love it! Show details · 1
Follow-up · Still love the couch. Holding up well to children. The colour is great for concealing marks but when there are marks, the fabric is easily cleaned with just a wet wipe. It does get out of shape easily and the feathers aren’t easy to move to fluff it up again. But we don’t mind.
In my opinion Nick Scali is not customer focussed at all. Expensive leather couches were delivered wrapped only in plastic bags with visible stess damage on the headrests from prolonged storage. The delivery people immediately took photos too. … Read more
Then the Nick Scali technician came around after a few weeks to inspect (and agreed to) the damage then immediately referred me to the fine print claiming that this is to be expected. His solution was to stuff the headpieces with batting and advised me to leave it for a few months to settle … and if it doesn’t to reopen the case. Absolutely appalling! I did not pay good money to wait for a damaged product to potentially fix itself over a few months! What was delivered waa not what I chose from the shopfloor.
Follow-up · I have still not been contacted re replacing the headrests for my lounge suite.
Hi Marlene, Thank you for taking the time to share… Read more (+2 replies)
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Positive reviews
We are very satisfied with the quality and looks of our furniture. Thank you. Shout out to the delivery team for being patient and understanding despite our steep and winding driveway. Show details · 1
John was absolutely incredible from start to finish. We actually weren’t even shopping for a couch. We happened to sit on one as we were walking past, and instantly both fell in love with it. It’s the first piece of furniture we’ve both agreed on straight away, so we wanted to make sure it was the right decision. John was so patient, gave us the… Read more · 1
time and space we needed, and answered every question without ever making us feel rushed or pressured. He was genuinely friendly and easy to talk to, and it never felt like making a sale was his priority even thought we were so particular!
Coming across customer service like that these days is so rare. We couldn’t be happier with our experience, and we can’t wait to receive our new couch. Thank you, John! We’d happily recommend you to anyone!
I recently purchased a new couch from Nick Scali, and the experience was outstanding from start to finish. Carlos was incredibly knowledgeable, friendly, and made the entire process so easy. He took the time to understand what I was looking for and guided me through every decision, from choosing the right style and size for my space to selecting… Read more · 1
the perfect leather. Nothing felt rushed, and his advice gave me complete confidence that I was making the right choice.
Excellent customer service can be hard to find, and Carlos absolutely exceeded my expectations. If you're looking for a new lounge, I highly recommend asking for him. Thanks again for making what could have been an overwhelming decision such an enjoyable experience!
Negative reviews
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
I am extremely disappointed with the customer service from Nick Scali. After purchasing my lounge, I was contacted and told I had to pay the balance within five days of delivery. However, the delivery date they gave me was completely unsuitable. When I explained that I wasn’t available on that date, I was basically told, “Too bad.” Instead of… Read more
offering a reasonable alternative, the next available delivery date was another 10 days later. It seems the customer is expected to work around their schedule, not the other way around.
Once they had my money, there was very little interest in providing good customer service or finding a practical solution. The whole experience has been frustrating and disappointing. I expected much better service from a company with Nick Scali’s reputation
Hi Helen, Thank you for getting in touch and for… Read more (+2 replies)
Absolutely terrible customer service. We spent around $6,000 on a couch and also paid extra for accidental damage warranty. Over a month ago, we were told a contractor would contact us to arrange a repair, but we’ve heard nothing since despite multiple phone calls and emails. The lack of communication and after-sales support has been incredibly… Read more
disappointing. Premium prices, but shockingly poor customer service. I wouldn’t recommend buying from Nick Scali.
Hi Maddy, We're sorry to hear about your experience… Read more
Recent reviews
Your representative Frank Martelli fixed the problem we were having with our furniture. He was punctual courteous and efficient. thanks again to your customer service division. Show reply
Reported an issue with my couch which l purchased 6 months ago. I was given instructions on how to lodge this via their call center, and then a case was lodged and l was then promptly contacted by Craig from the Perth Service team. I must say the communication from the beginning was excellent, he even arrived earlier than advised and showed his… Read more · 1
professionalism with advice and explained what he was doing and also what may have caused it. Overall a great experience and he was able to fix the issue on the day.
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Hi Dave, We're sorry to hear that you're disappointed… Read more