Reviewer Photos & Videos
I was supported by Allan... tell your neighbors!
Allan was patient and helpful.
I wanted to find the material and product but needed to communicate with my partner... Allan was very patient and let me know where I could view what I was looking for.
Shopped everywhere, should have come here first
Shopped for days searching for the perfect combo of comfort, design and affordability. Found it straight away at Nick Scali Furniture. Jacqueline in the Essendon DFO store was very helpful.
Terrible customer service related to product defect
Frankly fed up with poor service and long lag times. We ordered our new lounge suite ($5500 worth) on 13th July with a delivery window of 10-12 weeks. Delivery was booked at 13 week post ordering (11th October), then 3 days prior cancelled, then rebooked for a week later (14 week post order - 18th October). The night prior to planned delivery we received a call asking if it could be delayed by a further day as they are very busy. No, not possible when we have arranged for someone to be home! It was the delivered after 5pm on a Friday night. Ini...tially incorrectly assembled, then when assembly was complete we immediately noted a fault with the alignment of one of the lounges. The delivery people thought this was a manufacturing fault, however given it was now 6pm on a Friday night we had to wait until Monday to contact Nick Scali. On contact they said a service person would be sent out, but given there was only one person the next available date was Saturday 16th November - another 4 weeks away! This date was not convenient for us as we has plans, but they were unable to offer any alternatives so we had to cancel our plans. When the service person came he made some adjustments but was unable to resolve the issue and said he would feedback to Nick Scali and they would be in touch regarding a resolution. I waited over 2 weeks and heard nothing, and when I called on the 4th December to follow up they said my case had been closed in error - therefore had I not followed this up I would never have heard from them. I was promised that it would go to the escalations team and I would hear by the end of the week. I waited until the end of the next week (13th December) having not heard anything before calling again. I was again told that an escalations manager would be in touch within 2 business days. I received a text message on 16th December saying I would hear within 24hours, but didn't get anything until today (20th December). Today on the phone it was made out that the issue that has so far been confirmed by 3 Nick Scali staff or contractors may just be "expected minor misalignment" or something like that. But they have local upholstery company in Hobart that can come, look and make adjustments to the brackets - of course might not be until after Christmas. I ask again about compensation only to be told that they can only look at that after the further adjustment. I then received a call at 450pm from the upholstery company, who clearly are not local as will not be in Tasmania until 10th February (30 weeks after ordering, 26 weeks or 6 months after delivery when the issue was identified). Needless to say I will be contacting them again on Monday, but to be honest my experiences so far don't leave me hopeful. I could not recommend this company to anyone.
Service call to repair lounge.
Frank was very polite, professional and expert in repairing my damaged lounge. He called on approach as previously arranged, attended on time and completed the job to our satisfaction. He also explained warranties and further service if required.
Frank rang as he was running early. He was friendly, polite and very helpful. He was also very efficient, completing the repair in less than half an hour and ensured I was happy with the work before leaving.great service.
Be ware of the packaging junk.
Delivery was quick and easy. Then. I went outside to find a mountain of junk in my front yard. They leave all the packaging junk behind. You'll need to hire a skip and pay extra to get rid of it. What a lousy service.
Warranty service from Arthur
Arthur was very efficient and pleasant to deal with while replacing the bent mechanism in my recliner. Arthur took great care & left no mess at all behind after packing up all his tools. Arthur asked me to check over his work & try my recliner out after the repairs were completed. Arthur asked if I was satisfied with the job and answered all of my questions. Highly recommend!
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