Nick Scali Furniture NSW, Castle Hill

Amazing experience! The overall experience was fantastic. The manager, Mounia, was incredibly professional and helpful. She patiently explained all the details we needed to know before deciding which couch to buy and made the whole process so easy. Her friendly attitude and thorough knowledge really stood out. We’re very happy with our purchase and would highly recommend this store to anyone looking for quality furniture and excellent service! Show details ·  1

Mounia customer service was fantastic. She was super helpful and patient whilst we decided which sofas to buy. We loved her service so much I told my mum to go there and she also purchased a set of sofas from her :) thanks Mounia can’t wait to review our deliveries. Show reply

Staff intentionally deceive customers, breach their own code of conduct & HO allows it to happen, it’s a disgrace & NSW Fair Trading are investigating their behaviour UPDATE - Since fair trading got involved, Nick Scali has done everything to fix the situation, including appologising & providing a substantial refund to rectify the deceipt Show details

Exceptional Service – Best service we have seen in a long time. The team went over and above with all our changing ideas and suggestions. Mounia was so brilliant and walked us through the whole process no matter how many changes we made. If you are after incredible service and Sydneys best furniture you need to see Mounia and the team at Nick Scali at Castle Hill Show reply

Beautiful showroom and staff – Beautiful showroom. Store Manager Mouina and Assistant Manager Alisha were incredibly helpful in advising to select the right colours, configurations and style to suit our home. It was a great experience to feel like I wasn’t surrounded by a competitive culture which is common in other stores. Mouina and Alisha were delightful. Show details ·  1

Excellent customer service – I visited the store to buy a bed, Branko the sales person was very helpful and followed through on my purchase. Thank you very much Branko for all your assistance from first day to end. I really appreciate your time & effort in providing a very best customer service. Show details ·  1

The worst customer experience and arcane rules ever experienced In a world where retailers both online and bricks and mortar have a growing understanding of the importance of both customer service and fast delivery times, Nick scali are firmly bucking the trend and stoically adhering to placing rules on their customers for very minimal outcomes.… Read more

I wanted to purchase a coffee table to match a dining table I bought online and the following is the sequence of events:

I rang the online team to purchase the coffee table and was informed it was being discontinued so only available as floor stock in store.

And that’s when the rules started:

They couldn’t tell me which stores had them and I would need to ring the stores individually

I found that castle hill had stock when I rang them and said I would purchase it could they take my credit card and have it delivered. I was told that their rule is that customers must come into the store to pay.

Following the rule like a good customer I went into the store to pay and asked if I could take the coffee table home. I was told that their rule is that it must be delivered for an additional $80 and they don’t allow customers to take their purchases home as it leaves gaps on the showroom floor. Despite pointing out that they were wanting to continue to display a product that no customer could purchase and forcing me to wait 2 weeks while it was transferred to their warehouse and then delivered they couldn’t be swayed from their rules.

After waiting 3 weeks I rang support and requested an update on the delivery and was told it was still in the store and was due to be collected the next day and would be another week before the delivery would be scheduled as their rule is that the delivery can only be made when the product is back in the warehouse. I indicated that I was 2 minutes from the store and would rather pick it up than wait another 2 weeks for it to be delivered, I also pointed out the space would only be empty overnight. I was told he would email the store with that urgent request.

I arrived at the store and spoke to the sales person where I was put on a call with the regional manager who sounded more like a disciplinary headmaster who sternly educated me on the Nick Scali rules and said there was no possibility that the coffee table would leave the store, it will be transferred to the warehouse and then scheduled for delivery which will be $80, they are our rules and we don’t change them for any customers no matter how much they try to convince us.

Finally I asked about collecting from the warehouse and was told that I would need to take 2 people as they have a rule that they will not help customers place their purchases in their car.

Amazon built an empire on understanding customer service and efficient delivery, Nick Scali will be successful at turning an empire into a sole trader if they continue to treat customer needs as an unnecessary factor in designing their logistics strategy.

I only hope the absurdity of placing insane rules on customers in a time when all other retailers are strategizing on how to maximize the value of their bricks and mortar in an increasingly online world.

Nick Scali have lost my future business as I prefer dealing with their peers who clearly understand the importance of customers to a retailers business.

Worst sales people on earth – Ordered a lounge with a colour of choice to realise at the time of delivery that the lounge has arrived in a different colour altogether. Still chasing the team at castle hill store, with no outcomes . Simply holding my deposit with no lounge delivered and avoiding contact. Never even bothered to give a call to talk out the issue. Do yourself a favour and stay away from Nickscali . Show details

Second table as new, another problem – Hi guys, after replacing the first take that had a huge bow in it ( thank you) the replacement one has a peeling issue around the edges. Your guy came to fix it but it’s just started peeling even worse. We are a bit disappointed in the time frames to come fix it after spending 2k on a dining table, when we were going to consider a seconds shop for about $700. Kinda now wishing we went the latter option. Show details

Never trust info from sales people! – A roller coaster of events, starting by buying a sofa with faulty chassis followed by very pool fabric quality after only 6 months of using, to the point that Nickscali was convinced to give us credit to choose another sofa. Great service right!?? Don’t trust the information the sales people give to you, it not just misinformation, it is absolute… Read more

wrong info. Don’t choose the items that are available right away! We were told we get to keep our sofa and the credit to spend in any item. Our mistake was we didn’t literally read the credit letter and just trusted the info from the sales person. Waited 12 weeks for delivery of the new sofa and just before that, we sold the old one. We would have never done that if we knew this was meant to be an exchange!! No one in the multiple occasions we visited different showrooms mentioned this is an exchange. Except for that one lady in Parramatta showroom that told us you can keep the old one!! And the store manager in Castle hill branch that after reviewing our credit letter, reading it, printing it, and after long discussions before we finalised the deal, never mentioned what this os an exchange. They returned the sofa, I wrote a long letter explaining that this was a mistake that both parties could have done better, please find solution both sides are considered, I offered to pay them whatever’s I sold the old one and even bit more, they didn’t accept to cancel the deal and give us back the deposit, we had to pay the full credit of $3200 solve the issue. Still waiting to get the mew one. And who knows if this is faulty or not!

First-rate customer experience – Rose is an exceptionally knowledgeable and approachable team member who went above and beyond to help us with our new lounge purchase. Her beautiful nature and kind manner is an asset to the Nick Scali team. Thank you Rose! Show details

AVOID THIS STORE AND BRAND - HORRIBLE SERVICE – In November 2022 we have purchase few pieces of furniture. They according to the saleswoman were in the warehouse and ready to be delivered. On that proviso we did pay the money on the day and awaited a delivery within 5 days as we were told. Nothing more wrong. Over the next month we got 4 sms’s advising us that delivery was postponed. Now on the… Read more

23rd December we were waiting for delivery from 7:15 to 10:15. You guessed it. No delivery. No communication, no one answers phone calls. Those people don’t deserve your hard earned cash. Avoid them as much as you can as they lie and deceive. Don’t buy from them.

Nick scali is the worst company I have ever seen – Nick Scali is the worst company I have ever seen. We bought a L shape lounge from them. The delivery men brought one part of the lounge (2seat) in our unit and left the other part (3seat) in our carpark, because it didn't fit in the lift. Having looked at the lounge, I noticed that one part was broken. I called nickscali for several days and asked… Read more

to take the lounge back and refund me. They didn't care about the issue which they made for me. I even wanted to talk to the manager, the staff didn't put me through. According to Fair trading, it is the customer right to request refund if they receive a broken and faulty product. I emailed them again and again and attached the Fair trading customer guarantee, didn't receive any follow up. I will contact Fair trading. I wish I had read the reviews before I went there. What a shame for this irresponsible company and it's staff.

Mixed feeling – Nice variety of furnitures for living dining and bedroom. However, you will need to buy what is in the store. If you are looking to customise your living dining or bedroom, this may not be your ideal place. The prices are also fixed and non-negotiable unlike other furniture stores. There is limited flexibility in the payment method. Any credit… Read more

card payment attracts surcharge regardless of the day you are buying. So watch out for this additional expense.

With regards to customer service, I had a wonderful experience as the person who helped us was courteous and knew the products bang on.

Regards.

Good shopping at Nicknscali – Store is nicely organised with a lot of variety in Lounges and other items. Rose, our sales assistant was very good in explaining things to us and was very patient with all the queries we had.

Delivery delayed again and again – Bought furnitures last June and initially have them scheduled for delivery on 4th July. On 29th June, I emailed Castle Hill branch and asked them to change my order and reschedule the delivery to 11th July. The sales agent from whom we purchased the furniture responded and said it's all done. A week before the new delivery date, when I tried to… Read more

confirm the schedule from the same agent, I was told the earliest available date for delivery is 18th July! When I asked why he previously responded it's all done when it was not booked on the date I requested, I got no reply. Now that the 18th is close, I called on the 13th to confirm the delivery. I was told I will receive a text message to confirm the schedule. I called again on the 14th and got the same reply. Now that it's 15th (3 days before the delivery schedule), I was told they sent me a text message on the 13th and since I didn't reply, it was rescheduled to 27th! How come they told me this just now when I've been making follow-up calls the past 3 days?When I checked ţo which number they sent the text message, it was actually sent to a wrong number and now we have to wait for two more weeks. I have never been frustrated with this kind of service before and to say it's disappointing is an understatement. Nick Scali, your delivery process sucks!

Great service – Was very easy to navigate around the store, got help from Rose who helped us pick beautiful furniture. We were very satisfied with the service provided.

Our fabulous experience at Nick Scali, Castle Hill with Suliman and the wonderful Rose – Each staff member at Castle Hill Nick Scali was very helpful. We were greeted warmly by Suleiman, who we told we were just looking for now. He understood and did not pressure us in any way. As we saw some items that interested us, we then spoke to a lady called Rose, she listened to our story and visualised the room we were buying furniture… Read more

for. After a detailed discussion about our vision and needs, she was very helpful in directing us to a choice of furniture - she had understood the brief perfectly. We made choices and purchases and feel very happy and relieved that we now have a room we are looking forward to furnishing and enjoying in comfort.

Great styles friendly atmosphere – Friendly staff that went to the trouble of rearranging couches to see what it would look like in different configuration, lots of styles in lots of materials. Overall great experience without pushy salesman. Rose went well above what was required. Show details

Rose is a real expert with her product knowledge and we really appreciate her service for customers. well done Rose ! – Very satisfied! Again Rose did a wonderful job to help us choose the right design and color to suit our home Only hoping the delivery reaches on time :) Show details

Great experience – We were assisted by Rose at the Castle Hill store. Her service was lovely. She was honest and gave her true opinions which we really appreciated. Thank you Rose!

Great Customer Service – Thank you to Suliman and Joe for giving us great customer service and rectifying a huge mistake another store had made. I cannot recommend the Castle Hill store enough for being so understanding and really attending to one's needs.  Show details

Outstanding experience with Rose – Rose assisted us to select for our new house furniture and she has been a great advisor. She has been very patient and understanding of our choice. Took special interest in looking at our home design and recommending best suitable option. Can’t thank her enough for such a great experience!! Would recommend her strongly ..  Show details

Terrible service – I purchased from the Nick Scali Castle Hill store on 12/08/2020. This was during the COVID pandemic. I was advised the order would arrive within 10-12 weeks. I did not hear from them whatsoever so about 12 weeks later I contacted them, and they told me it would arrive in the warehouse by 1st of December. Now I understand COVID is causing delays to… Read more

industries everywhere, but no contact was made with me - I had to contact them to find this out. I contacted them again today and they advised December 21st!

This is now 19 weeks for a lounge, in a new home where we do not have anything to sit on. And who is to say it won't get pushed back further? You've left me waiting for literally double the amount of time that was initially indicated. Why were no delays advised at the time of purchase given that August was very much the height of COVID? Why has no one bothered to make ANY contact with me to advise of delays over the last 3 months? I'm absolutely disgusted in the service.

Thank you Joe, for your patience and friendly customer service – Welcoming and friendly. Enjoyable purchase. No pressure to buy, we were also served a coffee! Variety of items to mix and match with, advice on how to care for our leather lounge. Highly recommend Joe Show details

Modular lounge purchase – Diwakar helped us in our purchase of a modular lounge suite. He was very patient, knowledgeable about the lounge suites we looked at and very helpful. There was a good range of lounge suites at the store. Show details