Took our son and partner today 28th January to buy him a lounge suite. I started telling the male customer service representative that my son is looking for... Before I could finish hr said I'll ask the gentlemen what he's looking for dismissive of my conversation. Felt belittled and what I had to say irrelevant. However we continued to look.… Read more
Later I asked as did my husband about adding to recliner e.g 3 seater. To which the salesman tone of voice was annoyed and answered rapidly as my son had previously asked. Unbeknown to salesman it was my husband who was paying not my "gentleman" son. So remember Mr salesman although we are older and to refresh your memory walked with a frame malnutrition due to terminal illness he is not invisible and you should show respect regardless of age and appearance as a result we purchased from Plush $6,000 lounge. Staff at plush totally patient and respectful of us all. I'm extremely tired however I will not let your disrespectful behaviour go unacknowledged. I a nurse 30 yrs my husband 20 yrs in emergency department at a major hospital before illness. Shame on you..
I really liked the furniture in Nick Scali furniture, but here's why I gave 2 stars only. After many months looking around for a sofa, my wife and I decided to buy a beautiful $4000 leather corner sofa from Nick Scali. When we tried to hand over nearly $2000 in CASH as a deposit, we were told that Nick Scali does not take cash as payment. Are… Read more
they for real? Both my wife and were dumbfounded. So we walked out and bought a beautiful leather sofa from Woelhers Furniture down the road at Richmond. They happily took our money. Business must be good if Nick Scali doesn't need cash. Not very professional, Nick
Hi Mark, So sorry to hear that you were not satisfied… Read more
- +4
A Nick Scali Regret Story Misleading Sales, Useless Warranty, Endless Excuses Almost 3 years ago, we unfortunately purchased a lounge set from Nick Scali. The salesperson [Name Removed] heavily promoted the product as “hotel grade” and “very easy to clean.” He assured us that we would never have issues maintaining it. Based on that, and… Read more
believing it was a premium, worry-free product, we also purchased the 5-year Accidental Damage Warranty.
We were so confident in the product that we recommended it to two other families, who both went on to purchase it. But within the first year, all of us started having the same issue the fabric stains very easily and doesn’t clean properly, no matter how careful or clean we are.
That’s when we realised: the problem wasn’t us it’s the fabric quality.
At the start of this year, I lodged a warranty claim. And what followed was 8 months of pure frustration. • First, there was zero response for over 3 months. • We went to two different Nick Scali stores in person. Both times we were told, “it’s in the system, someone will contact you.” No one ever did. • I then started emailing every address I could find. Eventually, I got in touch with will andYvette from customer service. What followed was 4 months of back-and-forth emails, full of excuses and shifting explanations.
At first, they claimed the warranty was void because we hadn’t done steam cleaning every 6 months (which was never mentioned at the time of purchase). I explained that we had done professional cleaning, and I even sent them the invoice. When that argument didn’t hold, they changed the story and claimed the stains were due to “general wear and tear” and not covered.
I then referred them directly to their own warranty terms, which state coverage applies if:
(v) the stain cannot be removed by using the Nick Scali Care Kit; (b) your Nick Scali furniture suffers accidental damage in the form of rips, tears, cuts or cigarette burns.
The stains on our lounge clearly fall within this scope. Yet they still refused the claim.
Eventually, after more pressure, they said they would send a cleaner to inspect. I clarified again: this was not a cleaning issue we had already steam cleaned, and it didn’t work. Still, they insisted.
Then a technician from Myer Carpet Cleaning Team visited our home. He told us clearly and directly:
“These are all water-based stains, and I’ll reflect that in my report.” That gave us hope.
But when we received the official response from Nick Scali, they completely contradicted what we were told in person. They wrote:
“The damage does not meet the terms and conditions of the warranty. The contractor has recommended a full professional clean.”
So now, after 8 months, the verdict is: It’s not covered, They ignored their own warranty terms, And either the technician lied to us in person, or someone at Nick Scali is misrepresenting the report.
Either way, this is a complete failure in customer service, accountability, and honesty.
They sell you the product with big promises, sell you extra warranty, and then when something goes wrong — they blame you, delay you, and hope you’ll give up.
We are extremely disappointed, and regret ever trusting Nick Scali. We will never purchase from them again, and strongly warn others to be cautious. The warranty is worthless, the communication is chaotic, and the fabric quality is not what they claim.
Hi Tugba, We apologise for any inconvenience you may… Read more (+5 replies)
Reviews with attachments
Absolutely professional – I ordered a console table from the Keswick stores d the salesperson was absolutely lovely . The delivery men were very polite, friendly, clean., careful and efficient! They assembled it with great care and expertise ! Show reply
Staff Service – I would like to sincerely thank Doris on two occasions for helping me with all new lounge room furniture. Particularly in colour selection and being so polite and helpful. Show details
Brilliant customer service, stunning furniture! – Mark & the team at Gepps Cross went out of their way to assist me finding the perfect dining and lounge suite. Mark moved the store around to show me colour options and put up with my indecisiveness! Delivery was quick and easy, assembly included. Highly recommend. Show details
Great couches and service! – We travelled to Nick Scali in Adelaide with the sole purpose of replacing our current Nick Scali couches (that have lasted well over 10 years!) and were not disappointed! Great range - so many comfy couches to chose from - and Brian was a great help! Can’t wait for them to arrive! Show details
Great shopping experience! – I came here to find a new couch and dining room furniture. I very much enjoyed the experience. The staff were great, helpful and attentive but not too overbearing or pushy. Simon in particular was fantastic! He was there each of the several times I visited and always happy to help, even helping me with the math measurements and drawings countless times. We we’re very happy with the quality and variety of everything there. Show details
Positive reviews
Happy customer – Very helpful staff...were amazing instore service where they moved chairs from other settings to give me different ideas to go with the table I picked Delivery guys were great ...polite...clean....careful Show details · 1
Mark was so helpful with our couch purchase - Thanks Mark! – Thank you to Mark for being so patient with me and my partner whilst selecting the colour couch we wanted. He was so great in helping us decide, he did not bat an eyelid when we last minute wanted to change the colour we had selected, nothing was too much trouble and he even turned the lights in that area off so we could see the couch in a darker setting. We are so appreciative of all your help Mark you are an asset to the store!! Show reply
Mako - Sunday Fabric – Brian from the Keswick store helped my partner and I buy our new couch. Thanks to Brian, we had the best experience in the store and are very excited to receive our couch. Brian was extremely helpful and provided us with a lot of insight and information on the couch, and fabrics and made great recommendations for our situation. We left Nick Scali feeling really happy with our decision. Show details · 1
Negative reviews
Watch out when purchasing from this store. Purchased a leather modular lounge, the corner of the lounge does not line up with the other pieces being 50mm higher than the rest. Their policy states they can have a variance within 5%. This falls outside of the variance but they still don't want to take responsibility for correcting the issue. I will be taking this further. DO NOT BUY FROM THIS COMPANY Show details
Hi Nick, Thank you for reaching out. We understand… Read more (+2 replies)
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Quality control questionable – On delivery of our two leather recliners, we noticed that the left side of each of the two seater sofas was higher than the right side. This caused a noticeable lean and the stitching of each sofa, not matching up. After having a consultant check them over, we were informed this imperfection was within Nick Scali’s “tolerance” level. Also, the… Read more
lift up storage lid is wonky, again within their “tolerance”. I can’t get my head around a lounge suit, of around $7000.00 can leave the quality control department with a tolerance level of quality? I just can’t be bothered arguing with them but I will never recommend or use them again.
Hi Jan, We’re sorry to hear about the issues you’re… Read more
Waited 12 weeks for a faulty couch – I bought the Lokki 3 seater recliner from Marion SA store. The salesman was wonderful. Upon delivery the guys were rough and i saw them manhandling the head rest and then they rushed me to agree that everything was OK before I could test anything. I soon realised that the headrest wasn't on properly and when reclining on the right hand side of the… Read more
couch it was making a clunky noise which greatly disappointed me considering it cost 3G and I waited 3 months for it. Got a service guy to come out immediately, he was lovely and said the headrest pins were on incorrectly which he "fixed". Three nights later the whole pin flung off. He also noted the noise when reclining but couldn't fix it. Now the noise when reclining is getting more pronounced like a big Boing noise. I'm not happy. I will go to the store directly and express my disappointment.
Hi Emma, We’re sorry to hear about the issues you’re… Read more
Recent reviews
Do not buy from them – We purchased furniture and on arrival it was a different timber colour. They won't refund it, stating that it will darken over years! Even though our issues fit their warranty clause of 'if the product is significantly different to floor stock'. Do not buy from them.
Hi Marsha, We’re sorry to hear that you’re not… Read more (+1 reply)
Paid $6000 for a lounge, delivery was late and on arrival lounge damaged, no response with solution – Staff at store were great. The problems started with delivery. Gave a 3 hour (12 to 3) window, didn't turn up in that time, no phone call or apology, phoned dispatch person at 4.30 still could not give me a time, still no apology. Arrived at 5.30, opened one box and found lounge damaged, the drivers told me to accept lounge and it will be either… Read more
replaced/fixed, I asked them to undo the rest of the 5 boxes so I could check first and the delivery guys told me that they can't/won't do that in case any more is damaged and they would be held responsible - so I had no choice, without being able to see the rest of the lounge, and had to not accept delivery. I then received a text message at an inappropriate 11.20pm that same night telling me my delivery was unsuccessful! (Really?). This was a $12,000 lounge! I was not happy to accept a damaged product. As it was late the stores were not open and there was no one to phone. I phoned their dispatch and the Marion store both after 9am the following morning and was told by both people that someone would be in touch with me with the hour. It is now 1pm and I am still waiting......would not recommend this company at all. So I am $6000 out of pocket and still have no lounge after 14 weeks.
Hi Linda, We are sorry to hear about the issues… Read more (+1 reply)
Poor form scali – We bought a couch and waited 16 weeks for it to be made and delivered. Couch arrived with the chaise on the wrong side. All that was offered was to reorder the couch (no initial fault of our own) and wait another 16 weeks, or get a refund. Obviously we chose a refund, went to a competitor and got a higher quality product. Forever known as [Content Removed] scali in our house from then onwards
Hello Harry, We're sorry to hear about your… Read more
Selling batteries that they know don't have a long lifespan - at $400 a pop thank you very much – NEVER BUY A BATTERY OPERATED LOUNGEBoth of my $400 batteries died within 2 years of purchase. This is a known problem with their batteries. Please read reply from NS representative - they know the batteries don't last long BUT we were sold one....in fact encouraged to buy one. We're sorry to hear about this experience you’ve had with your… Read more
Recliner's battery.
Some sales staff don't like to refer people to battery-powered recliners as batteries only come with a 12-month warranty (more often than not) their lifespan is notoriously short (across the electrical industry) and must be charged regularly to ensure they are maintained to get the longest lifespan possible. We do see complaints about the lifespan of these batteries across the industry.
We have abided by the batteries instructions but they both died.
As per photos I can't use my recliner. I bought this recliner with the faith that it would be just that - a recliner. Very very let down
Terrible terrible terrible
Hi Mandy, We do apologise and hear your frustration… Read more (+1 reply)
It's cheap quality – We finally got rid of this heap of sh.t!! Those of you who remember the debacle we had when we found a spot on our Nick Scali lounge. We paid extra for accidental damage. It was deemed not accidental and caused by our dogs. Anyway, the eventually came to the party as "will of good gesture" My bad review on their website may have helped The guy… Read more
also cleaned the couch for a cost of $150. Tbh it didn't look too bad.
Anyway, a few weeks later another patch developed and the leather was flaky
Off to Wohlers we went. The new couch is far superior and has better features. The leather is definitely better quality. We love it!
Hi Eric, We’re sorry to hear about your lounge and… Read more
False advertising and promises made at the store – Very disappointed with the promises made at the store. Currently been told that they don't take the rubbish with them, left it in my driveway. Called the online team, no help provided either. Nothing wad mentioned at the store. Feels like once you've paid, they don't really care about the ongoing relationship. Been to get third party to pick up the rubbish. Really disappointed.
Hi there, We're sorry to hear about this experience… Read more
Thanks to Mark! – I'd just like to thank Mark & Nick Scali Furniture for the service they have provided. I signed up for a new lounge with Mark back in July 2023 & have just taken delivery. Everything played out just as Mark explained it would & I am grateful for that. Sometimes you get that 'salesman talk' but not on this occasion. Everything that Mark said would… Read more · 1
happen, happened. I was able to track my order through their website, I was texted regularly throughout the process keeping me up to date & the delivery drivers turned when they said they would. So couldn't be any happier. Thank you Mark & Nick Scali Furniture.
Find out how Nick Scali Furniture SA compares to other Furniture Shops
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Leather seat coating peeling – Our leather seat coating is peeling off, was sold extended warranty to cover things like this and sales person stated at the time if things like this happen it would be covered, guess what Nick scali warranty process and peoples said nope to being under warranty, the customer service people never get back to you and you have to do the chasing us,so it’s off to consumer affairs for the seat being not fit for purpose Show details
Hi Troy, We are sorry to hear about the issues you’re… Read more (+3 replies)
Review for a sales man Amit on Nick scali – I would like to share my feedback regarding the services provided by Mr. Amit at the Nick Scali store. During my recent visit to Nick Scali, I learned that Mr. Amit is no longer with the company. Approximately three months ago, during my previous visit, Mr. Amit played a pivotal role in assisting me with decisions for my newly constructed house.… Read more
His expertise and guidance were instrumental in helping me make informed choices.
It is with a sense of regret that I acknowledge his departure from Nick Scali. Mr. Amit's departure represents a notable loss to the store's customer service capabilities. His professionalism, product knowledge, and dedication significantly contributed to a positive customer experience. I hope that the management takes this feedback into consideration as they continue to strive for excellence in customer service
Hi Nikky, We are sorry to hear about your experience… Read more
Excellent purchase but poor insurance – Purchase of 2x leather lounge suites was excellent. Insurance for accidental stain cover purchased at the same time. We had a sweat stain from hair/head after approx 2 years. Despite human bodily fluids being covered in the policy, our claim was not approved.... apparently only vomit, urine & blood are considered human bodily fluids, all others… Read more
including sweat were not. When I pointed out the number of other human bodily fluids that were relevant & the fact that I would take the matter further, our claim was approved & a contractor dispatched to repair which was successful. Buyer beware.
Simon Says… – We were assisted by salesman Simon at the Gepps Cross store. He was most helpful and informative. He’s product knowledge was tip top. He moved around the store fast, as to not keep you waiting. He made good suggestions, but also listened well. Gained an understanding of our likes and needs. Would gladly go back and just deal with him for any… Read more
future purchases. Looking forward to receiving our couches once ready in the next 10-12 weeks. 10 out of 10 to Simon. And thanks for taking care of us mate!
HG36163 Incorrect sized couch received – I recently purchased a couch from Nick Scali, but unfortunately, the size of the chaise does not match what I had originally ordered. Back in February 2023, there was an error made by the salesperson when I initially placed the order. I received a call from the Gepps Cross Store, and I went back to rectify the mistake. They assured me that my… Read more
order was corrected. However, upon receiving the product, it is clear that the chaise is completely different from what I had ordered. The corner was supposed to be wider, as clearly indicated in the order sheet, and at least the same size as the other seats. However, it is disappointingly small and does not look aesthetically pleasing at all. Even the chaise itself is smaller than the original Barbunda model. I patiently waited for 5 months for this couch to be delivered, and I am truly disappointed with what I have received. I kindly request that the incorrect couch be picked up promptly, and the correct one be delivered as soon as possible. Alternatively, I would like a full refund as soon as possible.
Hi, We are sorry to hear about your experience and… Read more (+3 replies)
Exceptional Service and Expertise – I had an exceptional experience shopping for furniture at Nick Scali, all thanks to the amazing team of Mark and Steve. From the moment I walked into the store, they greeted me with warm smiles and made me feel instantly comfortable. Their friendly and helpful demeanor set the tone for the entire shopping journey. Mark and Steve demonstrated an… Read more
impressive knowledge of the products they were selling. They were able to explain in detail the features and benefits of each furniture item, making it easy for me to understand what I was getting. It was clear that they had a deep understanding of the furniture and genuinely cared about helping customers make the right choices.
What stood out to me the most was how customer-focused Mark and Steve were throughout the process. They took the time to actively listen to my requirements and preferences, ensuring that they could tailor their recommendations to suit my needs perfectly. I never felt rushed or pressured; instead, they patiently guided me through various options, considering style, value, quality, and even color contrasting to match my house.
Despite having spent the whole day shopping around Gepps Cross for furniture, I found myself gravitating back to Nick Scali because of the exceptional service provided by Mark and Steve. They went above and beyond to assist me in narrowing down my decision-making process, making it a stress-free and enjoyable experience.
Ultimately, I am beyond pleased with my purchases, and it's all thanks to Mark and Steve's expertise and dedication. I highly recommend them to anyone in search of furniture. They have made me a loyal customer, and I won't hesitate to return for future furniture needs. Thank you, Mark and Steve, for your outstanding service!
Found Our Perfect Couch – My partner and I were served by Mark and we were so happy with our experience. He guided us through many options for both couches and rugs, really listening to what we were trying to find. Mark was extremely passionate about trying to find the right furniture for us and we really appreciated it. We will certainly want to work with Mark in the future for any further furniture needs. Show details
Amazing service – A big thank you to Mark and the team at the Gepps Cross. Mark's time, knowledge and attention to detail has made the shopping experience of our new sofa and arm chairs for our new home very easy and enjoyable. We have walked away feeling confident in our choices. And we can't wait to see them in our new home. It was great seeing the other staff at the store supporting each other. Thank you again for your great customer service Show details
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Hi Fiona, Thank you for reaching out and apologies… Read more (+1 reply)