25,187 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.
DO NOT BUY FROM NICK SCALI. I ordered a sofa online and Nick Scali took the full amount over the phone. The delivery date came and went and now nobody can find my order. I have contacted them multiple times and each time I am told somebody will call me back that day and nobody does. So they have basically taken my money and appear to have no intention of delivering my sofa. I am going to go to the Office of Fair Trading to lodge a complaint. Show details
STAY AWAY! Worst ever experience with Nick Scali. Purchased a TV console in June & was promised delivery in July. They delayed & rescheduled my delivery twice to 13/08 and guess what, nobody even bothered to contact me to let me know that the scheduled delivery had been cancelled too. This is after paying them in FULL (the sales contract has a… Read more
clause that you must pay in full before they organise delivery!). ZERO phonecalls/emails to let me know prior despite me taking time off work. Phone calls to their offshore customer call centre are useless. BUY AT YOUR OWN RISK!
Purchased a lounge. Was damaged during delivery. Told not to use the lounge and wait until the following week for service tech to visit. Tech replaced the entire mechanism. Testing the reclining it was making noises like mechanism was misaligned and popping into place mid movement. Tech said he couldn't do anything further, if noise continues open… Read more
another service ticket. When cleaning up he dropped a few sheared screw heads, which he quickly regathered. After tech left, I inspected underneath the lounge. Found a number of screws had been sheared off and other only partially screwed in and bent. Also broken pieces of plastic were found. Called support, was told to continue not using the lounge and wait 7 days for a call back. After 10 days, called Nick Scali again, was told they are going thru a system upgrade and they no longer have my support ticket, nor can they assist me at this point. Two weeks now and have a brand-new lounge that has been damaged twice by their staff, with no resolution in sight. All the while told to continue not using the lounge.
Reviews with attachments
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.
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
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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
Good efficient service and no issues with the product . Will shop here again Show reply
Latest follow-ups
Great service – Very profession and helpful. Did the job very well and left the premises clean. Definitely an asset to your business
Follow-up · No comment sorry I hope this fits the text
Follow-up · Delivery team is terrible! Not happy at all
We have just had Riaz here to fix our couch which had a creaking noise in since new. He was very efficient and found one piece of the 3 pieces hadn’t been clipped together from setup. He clipped it in and the noise has gone. Very happy with Riaz, very pleasant and friendly guy, a pleasure to have him fix the problem. Highly recommend him. Show reply
Follow-up · It did fix for a few weeks but still creaks and pillow feathers have flattened quite quickly
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. … Read more
When I explained that I wasn’t available on that date, I was basically told, “Too bad.” Instead of 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
Follow-up · Then they wrote to me stating this has been escalated to the manager and someone will be in contact but it didn’t happen …. The guys that delivered were awesome
Hi Helen, Thank you for getting in touch and for… Read more (+2 replies)
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Positive reviews
We bought a plush recliner which is only 2 yrs old and we had a problem with the cushion on one side which had sagged ,Frank Martelli came out on time & adjusted the problem it is like new again , great service thank you very much Show details · 1
Frank Martelli was fantastic. I had lost my hearing aid down the side of the recliner, but couldn’t find it when we pulled the lounge out. Frank found it easily when he disconnected the recliner. He was efficient, polite and a really nice guy. Thank you Nick Scali, your after sale service is brilliant. Kind Regards, Jan Whitaker Show details · 1
My sofa dust cover was badly damaged because of my cat. A staff from Nick Scali/Plush came. His name is Frank. He was on time, very professional and got the cover fix within 15 minutes. I am very impressed with the service and would highly recommend Frank and Nick Scali/Plush for other people. Show reply
Negative reviews
I wish I could give zero stars. Nick Scali Furniture took my payment and initially promised delivery in early August. The delivery date was then changed to 12 August, and now I have been told they cannot even locate my order. Every person I have spoken to over the phone has said they are not the right person to assist me, and no one has taken… Read more
responsibility or provided a clear explanation about what is happening. I even took leave from work specifically to receive the delivery, only to be left without the furniture or any meaningful update.
This was my first purchase from Nick Scali, and so far it has been an extremely frustrating and disappointing experience. Taking a customer’s money and then being unable to locate their order is completely unacceptable. I would appreciate someone taking ownership of this matter, locating my order, and providing an immediate and honest update regarding delivery.
Does anyone listen to these or all our requests going to deaf ears?
I found dealing with the dispatch side of Nick Scali very diffilcult.Firstly most of their staff spoke english as their second language so understanding them proved diffilcult.There appeared to be a lack of coordination between sales and dispatch.Dispatch enquiries were answered from Australia yet another frustrating exercise so in conclusion my experience was not a pleasent one.
Hi Ross, Thank you for taking the time to share your… Read more
I purchased a new bed frame and mattress as i have been suffering from nerve pain in my back. Mattress from another retailer and bed frame from Nick Scali. A damaged bed frame was delivered 28 July. A replacement was sent on 30 July however the replacement bed frame was damaged during assembly by the driver. I have now been waiting 11 days and… Read more
have no bed frame and am in significant pain from sleeping on the floor.
I have no timeframe when for this will be resolved, despite daily calls from me with no call back or response.
I’ll be contacting my bank to initiate a chargeback as my next step. Buyer Beware!!!
Recent reviews
AVOID Sold me a 'leather' sofa that turned out to be synthetic. I was told it was leather when I bought it; years on, the surface has cracked and peeled the way real leather never does because it isn't real. Deliberate or careless, I paid a leather price for a vinyl product. I won't be back, and if you're shopping for leather here, get the material stated in writing before you pay. Show details
I purchased a Flyn lounge in 2024. In January 2026, a zipper on one of the armrests failed while the lounge was still under warranty. What I expected to be a straightforward warranty repair turned into a process that lasted over six months. Throughout that time I experienced: * repeated delays and poor communication; * having to continually… Read more
chase updates by phone and email; * long periods with no responses; * a failed collection because the paperwork incorrectly stated only half the lounge was to be collected, when the entire lounge needed to be taken; * delays because the incorrect replacement zipper had been supplied to the contractor; * further delays while another solution was arranged.
The lounge was eventually collected from my regional holiday property, requiring me to make a 2½-hour trip to be there. After months of being assured the correct zipper had been sourced and the repairs had been completed, I finally received the lounge back.
Unfortunately, the repair is not what I was led to expect. Rather than the zipper being replaced, it appears the zipper has simply been sewn at both ends. When compared with the matching armrest on the other side of the lounge, the repair is clearly different and, in my opinion, not an acceptable warranty repair.
The issue is still unresolved.
I appreciate that the escalation representative remained polite throughout the process, but the overall handling of this warranty claim has been extremely disappointing. After more than six months, multiple delays, repeated follow-ups and significant inconvenience, I have lost confidence in the company’s after-sales service.
I hope sharing my experience helps other consumers understand what my warranty claim process was like.
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Hi Antonia, We are happy to hear you had a great… Read more