Substandard Product; Appalling Customer Service; Won't refund. STEER CLEAR.
$5k+ leather lounge arrived in 4 months with scuff/skid marks scattered all over, as if they were stored/moved withour proper cover or protection. The lounge was delivered and rejected twice. Full payment made now being held in ransom to accept a factory second/substandard couch with a 10% discount.
$5k+ leather lounge order placed at Nunawading store on 29 Dec 2019. Late Feb 2020 received call from Sales Rep advising couch running late. 1 Apr 2020 lounge finally arrived. Upon unwrapping by the delivery driver, visible scuff/skip marks were no...ticed all over the couches (4 pieces) and worst at sidewall and headrest. Shockingly the driver suggested using the cleaning kit supplied to DIY and wasn't until a ripped leather piece (of half a finger nail size) was pointed out to him, he agreed that it was not acceptable and the entire lounge was rejected and taken away. We were told the warehouse/dispatch/manager would be in contact but heard nothing for a week. We followed-up and was told the lounge would be delivered on 17 Apr 2020, without any explanation or remedy to the issues we noted. The same lounge was delivered again on 17 Apr 2020 by the same driver, surprise surprise, the scuff/skid marks were still visible all over the couch pieces. The driver again suggested they could be easily cleaned off using the cleaning kit supplied, we respectfully told him this is not how it works when you purchase a BRAND NEW leather lounge for $5k+ or anything for that matter. The lounge was again rejected. We rang 1300 880 370 notifying them of the problem and asked for a full refund to which they said they would get someone from the store to inspect and get back to us. Days went by we heard nothing, we kept following-up and were being told someone would be in contact. Finally a week later, a person from Nunwading store rang to say someone from their warehouse would have a look and get back to us. Another week went by and still nothing. 28 Apr 2020, we wrote to them stating the events so far and if we don't hear back by 1 May 2020 we would take this matter further to recover our funds in full. The next day 29 Apr 2020, same person from Nunawading store rang to say they have 'something similar' in their Distribution Centre they could offer in liue of what we ordered but could not do a full refund. We refused. 30 Apr 2020, manager from Sydney called to apologize and asked us to accept the 'same' couch in the Distribution Centre. We also refused. 1 May 2020, same manager from Sydney and their GM rang again and offered 10% discount to accept the 'same' lounge saying it's been fixed/cleaned and it is perfect. We refused. VCAT application underway to recover our funds and protect our rights.
Problem with leather lounges
Where on our third leather lounge from nick scali since 2014 and same as the other previous two, after about fifteen months the leather as once again started peeling. It looks awful . Will say though after complaining about the first then second three piece leather lounge they, at Chirnside Park store did send someone out to look at it and on both times they did replace it with new ones, but once again it’s started peeling, so we’ve given up and hopefully later on can afford to replace them from a different furniture shop. As anyone else had this problem?
Staff member Jay was so helpful in the purchasing of our couch with changing configurations and colours. We drove further to visit this store for the customer service. Highly recommend.
Delivery was excellent thanks to
Vel Transport AUS PTY LTD for bringing my furniture on time. Professional and friendly staffs. I will surely buy from Nickscali Furniture again. Worth recommending.
The delivery team were fantastic, very polite and helpfull despite the fact that they had 15 stairs to navigate up to our front door. Well done. The couches are amazing 100% satisfaction.
Service/warranty by John
John fixed creaking in sofa efficiently and quickly! He arrived on time and was friendly. Impressed with service!
The staff member who helped me was a breath of fresh air - no pressure to buy and gave me options of ideas I hadn't considered. Highly grateful as I'm a shopper who finds it hard to decide !
Awesome Customer Service
professional service by Jay i got to say, i went there looking for a dining table and could easily figure out which one i should buy and also ended up buying chairs too . i highly recommend this store :)
Excellent customer service from Fida
Was delighted with the friendly and helpful service I received from Fida while shopping for floor rugs this afternoon. Her wealth of knowledge, style and assistance dragging rugs from one end of the store to the other to gain a better idea with the natural light helped ensure I was happy with my final decision. Well done Fida and thanks for making my experience such a pleasant one!
Great Customer Service, Peaceful environment
We were easily directed to the electric recliner section by Romini and through the examination and measuring different models we choose the perfect one for our house. She was very helpful and friendly. For choosing the colour of the fabric, she showed us the exact colours on other furniture under the natural light. After we informed her of our final decision, she did all the paper-work while we browsed the other parts of the store and at the end, we sat down with her and signed the papers.
Fantastic service from Romini
All the beautiful furniture made it difficult to choose! We bought a gorgeous reclining lounge suite and dining table set and the service from Romini was amazing.
Delivery was delayed as per our request which was very helpful.
We are thankful of service technicians who will help assemble and make sure everything has been set up correctly.
Thank you Nic Scali!
Excellent customer service. Romini’s help and advice made our shopping at Nick Scali very easy and pleasant.
We are very much satisfied with the customer service we received at the store. We haven’t received the sofas yet, so we can’t comment on the quality. But the items at Nick Scali look really good and seem to be of high quality.
Sales person creeped us out, so we walked.
We need to replace our couch and while I am sick we ventured out to look at a couch. We were greeted by a nice young lady from the store who answered a couple of question before we looked throughout the store. She asked us to let her know if we needed to speak with her further, to sing out.
So, we started looking. That’s when things got worse. An older gentleman of Indian appearance started to hover and stare. It was really creepy. We were trying to test a couple of couches. He just kept placing himself between the other sales person ...and us. We could not approach her if we tried. We tried to divert his attention away to get to speak to the lovely young lady we spoke to. No such luck. We just looked at each other and said, we’ll go elsewhere if this is how the sales people work here. We agreed and walked out. You are missing out on sales because you employ creepy sales people. They stab other sales people in the back to take their commission.
Worst furniture shopping experience
We purchased a sofa from this store, first We received a wrong order after 3 months of waiting and after a lot of hassles they agreed to re-order. Two months after charging us more, we get a call saying the order has not even been placed. Their service is horrible, installers don’t know what they are doing. Do not deal with these guys
Excellent motor replacement
Aaron called me in the morning and said he would at my place when expected. Quickly changed the motor and put everything back. Did a great job. Thanks for your help Aaron.
Thank you Samuel!
A big thanks to Samuel who assisted us in purchasing our new lounge on Mothers Day. Samuel was very knowledgeable about the product and was pleasant to deal with. No pressure to buy, just good service. Much appreciated Sam, keep up the good work.
Terrible post sale service...don't bother!
I placed two orders a day apart. In store I was told they would be linked and the items delivered together. When I received a message confirming a delivery date I called to confirm. They advised delivery was for just one item and the orders had not been linked together. At this point I was told they would be linked and delivery would be postponed three weeks until all items had arrived. When I got the new delivery message I called to confirm everything was being delivered and was told yes. Delivery came today for only one of the orders. Called to advise what had happened and was promised a callback within the hour. No callback was received. Would recommend shopping elsewhere.
Worst salesman & customer service
So I visited this Nunawading store in end of jan 19, so the sales man says it’s last day of sale , we liked a sofa set , ordered but asked can they hold till end of May , sales man say yes as it takes 12 weeks to make it we can hold couple of weeks , now when I ring them in March to check if they can push 2 more weeks they say sorry we will deliver 2 weeks early & we can’t refund as you have contract , great!!!, now when we see same sofa it’s still on sale same price , be clear what you commit to customers , customer service is even worst , manager calls and says nope we can do much here we have policy , yeah you have policy & 30% deposit so you can do what you like . Awesome thanks it’s my last buy .
I’m a difficult customer who had a great experience with Dan
I had found a couch on the Internet that I wanted to buy so I went to the showroom and found the couch.I was sitting,laying,experiencing this and just generally enjoying myself when along came a salesman Dan who’s friendliness at my laying on the Dofa was very pleasant. I then went around and sat on all the other furniture in the place and then I came back again to the couch asked in a couple of questions from Dan and then when ahead with the order. he sold me on the extra service for five years whereby if there’s anything wrong with the couch they will fix or replace (spills, cuts etc ) the fact that he left me alone but was available fold me.
Great service, great sofa, great price.
We had been looking for a suitable sofa for a few weeks. The store presentation is excellent, being easy to view the wide range of furniture exhibited. Everything can be tried and the staff are very helpful without being intrusive or pushy.
As soon as we had made our decision Romini answered all of our questions without hesitation and made the purchase was easy and a pleasure.
Nick Scaly will be our first call next time.
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