25,002 reviews
I purchased a lounge from Nick Scali less than 6 months ago, and unfortunately the experience has been extremely disappointing. We have already had three repairs, and now a fourth repair is required — which is unacceptable for a product of this price and supposed quality. This repair process have been going since March. I emailed the Customer… Read more
Care team on 21 May and received no response. I followed up with a phone call on 1 June, only to be told an inspector would need to come out, which I declined. At this point, a brand-new lounge should not require repeated inspections and repairs — it should simply work as intended. In addition, the repair process has been frustrating, requiring me to take time off work multiple times, with no clear appointment windows provided. Nick Scali lounges are not cheap, but based on my experience, the quality and customer service do not match the price. I expected far better durability and after-sales support.
Plush (Nick Scali) Furniture. Absolutely terrible customer service from start to finish. The moment this company took our money for the couches, all customer service disappeared. The store would not answer their phones, communication was cold and impersonal, and after waiting TWELVE WEEKS for delivery, we were treated like an inconvenience instead… Read more
of valued customers. To make matters worse, the delivery team sent abrupt automated-style messages demanding payment immediately or “no delivery” — not exactly the kind of communication you expect after spending thousands on furniture. We were specifically told we would receive a text message with delivery times between 4pm and 5pm, and if we didn’t receive it we could call because they were “open until 5:30pm WA time.” No message ever arrived. When we called for assistance at 5:01pm, they had already closed. After finally receiving the THREE couches, one arrived with a faulty headrest that failed the very first time it was tested. A brand-new couch should work on day one, not require a service call immediately after delivery. To have the fault inspected, a service appointment was arranged. I took a full day off work, losing income so I could be at home for the technician. On the morning of the appointment, the company cancelled. No consideration whatsoever for the inconvenience or financial loss caused. Adding insult to injury, I had already taken a day off work for the original delivery as well. Between the delivery, the faulty furniture, the cancelled appointment, the unanswered phones, and the endless waiting, this has been one of the most frustrating retail experiences we have ever encountered. No accountability. No customer care. No flexibility. Just excuses and impersonal service the entire way through. Buying furniture should be an exciting experience, not a stressful and frustrating ordeal. We will never purchase from this company again and would strongly recommend others think twice before handing over their money.
Hi Shaun, Thank you for taking the time to share your… Read more
The freighting of my couch cause NOTHING but problems. When I purchased this couch it was advised that I did not live in Auckland and that as a compromise the couch would go to my work address and would be freighted from there. I advised this was a commercial property. Upon delivery 2 months later I had text messages stating delivery would be… Read more
1430 to 1730. I had to call several times to advise that the office was open 0800 to 1700 ONLY. They assured me this would be noted. Forward to delivery date and I am phoned at 1530 so say they are running late and would be there at 1830. I once again advised I am not at this address and it is a commercial address. I must have made no less than 5 phone calls and none of them were actioned UNTIL the day of delivery when I advised they drop off before 1700 or they wont be paid and they will have to try to deliver as per my instructions ANOTHER DAY.
Hello Lou, Thank you for bringing this to our… Read more (+1 reply)
Reviews with attachments
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
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
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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
frank martelli provided excellent customer service prompt on time no mess and repairs done happy to recommend him Show reply
Frank able to assist in the root cause of the raised report immediately on visit. Thank you for the professional assistance. Show reply
Great communication, friendly helpful delivery team, did a good job of installing the product Show reply
Very happy with the new couch. The delivery guys did a great job! Show reply
Purchased a lounge suite . Product fantastic. Purchase made easy and accommodating to my needs of splitting quotes ect. Updates made regarding delivery was good. Delivery drivers efficient and polite and also let me know updates along the way.Great service. Show details · 1
Latest follow-ups
I just took delivery of my LUISA three seater lounge which was not cheap. The reason I chose this lounge is due to the online info that this lounge had a TIMBER lower frame and legs. Turns out the "timber" is fake. It seems to be compressed board… Read more
covered in cheap timber look wrapping. I cannot tolerate this type of marketing. The material I chose was the higher end softer harder wearing one which I am not disappointed in. I will say however, maybe don't trust what these people state online. I feel so ripped off. If I could, I would return it. I hate fake timber!!! To add insult to injury, I held this post back to give them the oportunity to see what can be done now. For my efforts I get the runaround and made to lode a ticket. THIS IS YOUR WARNING!! STAY AWAY FROM THIS OUTLET. you won't get what you think you pay for.
Follow-up · I have to say no less than three nick scali team leaders have been in touch. However not for any productive reasons, just to clarify their site does not state exclusively the "plinth" is timber. Nor does it state that it is MDF!!! it is all hidden in the way they display the item and talk about the " hand crafted oak legs and hardwood frame (which… Read more
Hi, Thank you for taking the time to share your… Read more (+1 reply)
Very very good and professionial – Frank was on time, fixed the problem very quickly, and was very polite. Show reply
Follow-up · There was no cost. Yes it was under warranty The problem was one of the leather panels of the couch did not fit correctly. The technician adjusted the fit and solved the problem.
We order beige color fabric couches and after 14 weeks we got a delivery in grey color. When we rang the store (south wharf) the store manager "[Name Removed]" was so bloody rude to US and talked to US in a very unprofessionally and disgusting… Read more
language. Her words were " you guys signed for this and you got this and now I can't do anything ...That's it" when I said we gonna come to the store and talk to you then she said, "No you can not come to even my store for this". This was totally unacceptable fos US and not even looks good for the reputation of the big company like nick scali. Now we after totally refund for our order. Sent an email to the actual head office and waiting for their response.
Follow-up · Delivery process was not good, paid around $250.00 just for delivery after 14 weeks. Fabric is ok but couch is very much uncomfortable, seats sinking already and its a new couch. Complaint many times but these guys very much unprofessional and dosnt want to help their customers so its a shame.
Hello Sanjeev, We are deeply sorry to hear about the… Read more (+1 reply)
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Positive reviews
Was contacted by the technician Frank Martelli that he will arrive just as scheduled. He arrived on time very punctual assessed the problem. Discussed what the situation was and he used his initative to fix the problem as mechanism was the issue for me as it didnt lift high enough to prevent me from sliding off as was the case before he ajusted it. Show reply
Andrew is GOLD – We had an issue with a faulty twin recliner couch and Andrew represented Nick Scali in a way that I believe is the essence of your values and founding mission. He immediately read how we were feeling, took ownership, engaged with us in a way that turned us around and as a result we are spending an additional $2.5k with you. Show details
We have dealt with plenty of furniture salespeople during our search, and it’s rare to come across someone like Mr. Nabin from Canberra who genuinely listens before jumping into a pitch. With his excellent knowledge and patience, we were able to find the right lounge for our family. Show details · 1
Negative reviews
Instore service excellent Delivery very late due buy 3.15 I rang at 4.15 they advised running late would be 5 and actually arrived shortly after 6 in the dark. Guys very polite and unpacked chairs etc but would have appreciated on time delivery and not having to call to ask where they were. Show details
Hello Gill, Thanks for your feedback! It's great to… Read more
SO, My leather lounge i treated myself to under 2 years ago (retirement present to myself) is wearing badly on the arm and at the recliner buttons i cleaned it with the product supplied to me free with the extra insurance i paid for and the cleaning fluid removed a tiny spot of the colour coat on the back of my recliner, i contacted NICK SCALI… Read more
insurance and sent photos of the damage but was informed there was no accident so basically jog -on, i contacted NICK SCALI themselves and after sending a new lot of photos as the two departments do not interact , they have sent a furniture contractor to look at my 2-year-old couch twice and now i am waiting to see if there is any goodwill with the company as im getting the feedback that a 10k couch just cannot stand up to under 2 years of daily use, SO My feedback so far is in the middle not good and not bad but waiting for NICK SCALI to come to the party, will update when i have more info, I think this is my 30th review (good and not so good) and i really value this website
I just want to warn everyone that you need to add an unwelcome extra cost to any online purchase because pick-up from your local store is NOT PERMITTED. Unless you live close to their warehouse in Sydney you will be slugged with a delivery cost regardless of the size of the item. We ordered a small bedside table and assumed that we could pick-up… Read more
from the local Nick Scali store. Instead we needed to add an extra $60 to the purchase cost. A very bad policy. Further to this review: Delivery had been scheduled for 2 weeks later on 2 June. When I opened my emails at 7:30 am that morning, an email notified that the delivery had been unsuccessful! Further enquiry revealed that the delivery had been attempted at 6:45 am. Really, who expects a delivery at that hour? There had been no message the previous day to notify me to expect a delivery at that hour in the morning. Yes, I am a senior citizen and I only have a landline but messages are able to be left and could have been left the previous day. I have never had a delivery at that hour of the morning from any other furniture retailer. The only positive is that the delivery person had phoned early that morning (but not left a message) & I was able to obtain his phone number. I spoke to him and asked to speak with his manager. The manger directed the truck to turn around and go back and complete the delivery. Thank goodness for some common sense. The takeaway from this is to expect VERY EARLY MORNING DELIVERIES even before 7 am from the Nick Scali warehouse.
Hello, We understand your dissatisfaction with our… Read more
Recent reviews
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. Then the Nick Scali technician came around after a few weeks to inspect (and agreed to) the damage… Read more
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.
Hi Marlene, Thank you for taking the time to share… Read more (+1 reply)
Paul was amazing arrived as per his ETA time and got the job done and fixed within minutes. Also was able to give me a good explanation as to why this may have happened Show reply
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Hi Christie, Thank you for taking the time to share… Read more