25,321 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.
Pleased with product but wish I had a 3 seater as opposed to a 2 seater. Wasn’t aware I could have a battery for the sofa rather than the leads running everywhere. I will look into this!!
Frank came to service our couch and he was fantastic! Nick Scali is very lucky to have him. He was very professional and helpful. He was respectful coming into our house also. Thank you Frank for your service. Our couch looks brand new again. Show reply
Ordered furniture in late May 2026 and cleared out our old living room seating based on advice from store staff. We have now been living without lounge furniture for almost two months because of rolling delays and empty promises. The major issue here isn't just a nearly six-month delay—it’s the complete lack of basic customer communication. Every… Read more
single update has required me chasing them down:
Late August: Original SMS estimate passed silently.
Early Sept: Reached out, received a generic copy-paste SMS pushing to early October.
Late Sept: Reached out again after silence, promised mid-October.
Mid-Oct: Deadline passed with zero word. Chased up again, now pushed to early November.
Unforeseen delays happen, but failing to inform affected customers as issues occur represents a broken customer service process. Expecting customers to wait half a year while keeping them in the dark unless forced to speak is unacceptable.
Reviews with attachments
Stunning and very cosy lounge suite. Absolutely worth the wait!!
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
Very pleased after long wait but definately worth it.highly reccomend Show reply
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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.
Latest follow-ups
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… Read more
delays and a last-minute cancellation, and then face another issue over a delivery fee that I had 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.
Follow-up · What was the delivery issue? - Utter failure. The delivery only happened on the weekend, so I had to take leave to attend. And they don't take back the packaging and if we want to, we need to pay them extra. Whereas I ordered some dining chairs from a different brand and they delivered at my convenience on a weekend and also took all the packaging… Read more
Hello Sahan, Sorry to hear about your feedback. We'd… Read more
A quick response – Riaz came to asses our problem and was able to restore our seat on the spot Very pleased with the result - thanks Show reply
Follow-up · His repair to the reclining mechanism continues to work perfectly
- +3
In October 2024 my wife and I purchased a fabric lounge suite from Nick Scali, Robina, Qld. The salesman (T #1878) advised us the couch would be chemically treated and that if anything was spilt on the couch, we would be able to wipe it off with a… Read more
damp cloth. We had hesitation about staining on a light coloured fabric couch, but given the salesman's reassurance, we proceeded. We also paid for the accidental damage warranty, which encompassed spillages & stains. We did not shop anywhere else for a lounge suite. Nick Scali Robina is the ONLY store we went to for a lounge suite. Over a short period of time, the could material pilled, seat cushions and back rest sagged and contrary to the salesman's advice, stains from body fluids, food and beverages do not wipe off with a damp cloth. As far as we are concerned this is the worst couch we have ever had and we have wasted $6000 on a couch that we consider to be not fit for purpose and the salesman at the Robina store told us anything and everything to get the sale. Further, the first person to come and inspect the couch from Nick Scali had some very interesting and concerning things to say regarding the conduct and professionalism of staff within the Nick Scali organisation.
Follow-up · To date, NS staff have not fulfilled what they said will happen, Benjamin stated a cleaning contractor would attend, during the call, he made a 'shoot for the moon' request that I remove the 1 star rating, I stated I would consider this when our concerns with the NS lounge suite were resolved to our satisfaction. At no time during that phone call… Read more
Hi Brian, Appreciate you bringing this to our… Read more (+13 replies)
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Positive reviews
With standard foam cushions, our 18 month old Plush Oakden 3 seater lounge had become very uncomfortable for our family use, due to softening in the seats. Contacting Plush cutsromer service to report the problem was easy and a service visit was arranged within a couple of weeks. Whilst the service technician determined that the softening was… Read more · 1
not unusual he reinforced the seating with 2 additional layers of foam as a courtesy.
It will take us some time to determine whether we can persist with the lounge, but we were very happy with the service provided by the technician, Frank Martelli, in identifying what could be done and carrying out the work on site with a professional and courteous manner.
Frank Martelli was very professional and polite. He did fix the problem with my sofa, and asked if there was anything else I wanted to ask him. Frank was a very nice man Show reply
Frank Martelli helped us with fixing the chips and also some minor issues with our newly arrived furniture. He was really cordial, insightful and super helpful in fixing up everything and gave us tips on how to maintain the furnitures. Show reply
Negative reviews
Do not purchase! The delivery times are a joke, we have been pushed back 5 times and all customer service is saying - we have upt to 5 weeks after you told you the delivery date to fulfil our obligation. Absolute disgrace, for a simple tv unit it’s unacceptable.
Hi Andra, We’re truly sorry that your delivery has… Read more
Had our products within the timeframe however upon delivery the buffet unit had a few chips. Was told I didn't need to do anything and a new one would be delivered week after. A whole week and a bit passed and I did not hear from anyone. Rang the delivery driver and said someone would be in touch Monday. No one called. Monday night I had to… Read more
contact and they said they would try work out a time for Tuesday. Tuesday morning rolls round no contact. I contacted him again and they said they'd be there between 12-1 as that was my only available time.
Replacement unit was delivered however with a defect and the delivery drivers tried to replace the door a few times with the old unit. Took them about 40mins of drilling, removing hinges only making more of a mess of the unit.
I told them I had to leave my house for an appointment at 1 and at 1:05 they were still messing around. They left the unit with the door off hinges and said they'd be in touch.
In the meantime I have contacted Nick Scali who have said there was a note on the file and for such cases a service ticket needs to be created. I asked if there was a note from the day of original delivery they said yes but no one made contact with me to resolve the issue.
The current update from delivery driver is that they are coming to remove unit and have a unit inspected in warehouse before sending it to me. It's all very confusing and not professional.
We waited almost 4 months and then the incorrect sofa configuration delivered Another week has passed and nothing from Nick Scali- honestly the worst customer experience ever! Show details
Hi There, Can you provide your order number for us to… Read more (+4 replies)
Recent reviews
- +4
purchased a $6+K modular lounge in April, from Kotara Store NSW. Reported to them by June some concerns we had with 'PUDDLING' as they call it. Have had Nick Scali person here and also an 'Independent Contractor' here (that they organized) Anyhow we are now into October and am still be given the run around. The phone staff are totally… Read more
represented by reading from a script. So frustrating... being called MAMM all the time, even after they have confirmed its ok to call you by your first name.....
Had our previous Nick Scali lounge for over 20years and looked better than this does after a few months.
They are telling me this is normal and tolerable, other advice/recommendation is that we need to move around the lounge in order to 'wear' it evenly. Other suggestions have been to 'smooth it over' using my hands' after we have gotten of it.....
Have you ever heard of anything so ridiculous .... its only just touching on 6 months old with 2 adults in the house and have actually been away for last 6 weeks so no one has actually sat on it....
What are your thoughts on the look now........would you be happy to look at this - looking worse as the days go by???
Hi Krystina, We’re truly sorry to hear about your… Read more (+2 replies)
I was very impressed with Frank Martelli’s service. He quickly identified the fault with both of our recliner chairs and resolved the issues in a very short time. Frank was polite, professional, knowledgeable, and efficient throughout the visit. Excellent service and highly recommended. Thank you, Frank! Show reply
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Hi Johnson, We’re truly sorry for the extended… Read more (+1 reply)