wonderful young man who helped me with my purchase
the first time i went into your shop a few weeks ago , Steve was very nice and helpful, and so i went back in on the 11 of oct to see him again and order my lounge suite, but when i walked into the store i wasn't impressed with the young woman who dismissed me and pointed me to the service desk she was not very friendly. But then i met Mitchell , what a lovely young man, he helped me had time to have a chat explained everything to me so nicely..id go back again just to have him help me .
luckily i didn't leave because of the woman walking around looking bored and unhappy....
he is a gem thanks
excellent purchase & service
easy to navigate, very satisfied with the table we bought both quality and price it was on sale . The sales person was very helpful and knowledgeable. we really liked the range on display and will be back again
Great customer service by Alan!
It was easy to navigate the store as we had Alan at the Springvale to help guide us. He wasn’t pushy like sales people usually are and was super helpful with our furniture selections!
Rugs are shedding from Day 1 (Poor quality)
I bought couple of Leather Rugs from Nick Scali, Springvale store and it started shedding since day 1 and gradually shedding increased a lot. It got to a point that we can not even have it in our living area as it spreads the Fur everywhere so we ended up removing it from the floor . I made a complaint to Nick Scali and they sent an inspector after a month and one of the supervisors contacted me and told me that it is normal and they would do nothing about it. This was very disappointing and frustrating. You spend big $$$ for something you can’t even use for an year. Total waste of time and money.
- Verified customer
Defect with TV unit
Bought an Agoura TV unit and Dining Set with 6 chairs. Delivered by 2 lovely gentlemen who were really careful with handling etc. Unfortunately upon unwrapping the TV unit which was the last item moved into the house, we found a defect where the surface split and lifted. I was offered to either reject the product, which would involve repacking EVERYTHING (how is this even a logical practice, Nick Scali?), or accept the items and raise this defect to customer service for repair/replacement. Sympathizing the delivery guys as we would hate to see ...them uninstalling the dining set, repacking all chairs and move everything away, we reluctantly accepted the order but the delivery guy helped us to rang the customer service to start the process - which is now the biggest regret in retrospect. I was quite taken back already as soon as the call connected and the delivery guy gave the opening statement he was met with a very disrespectful response of "What? What did you guys do? What happened?" as if she OWNED the delivery staffs and quickly placing judgement. When they gave me the phone, the tone of this customer service staff was nothing less than distasteful and I felt like I was being treated as a nuisance. Fast forwarding a week and a half later, I got a call for an offer of $100 refund, $150 store credit, or I have to wait for another 2.5 weeks for service person to assess the defect and see if that's repairable, and if not, it would get replaced. Look, Nick Scali: 1. If I would want to buy a factory second or a floor stock which often contain defect(s), I would get 50 - 70% discount, so a $100 refund simply won't cut it, and to even make such offer is insulting, 2. Once again, to offer me $150 store credit is nothing better than $100 refund. After all, do you seriously think I will order more furniture with the experience/service you've provided? 3. Waiting for another 2.5 weeks for the inspection = I can't put my brand new TV on this unit. Why? Because I don't want to be moving my new TV which on and off the unit. The TV was meant to be delivered this week, but now I have to hold it off until the TV unit is sorted. So far, my experience with Nick Scali since they have collected my money has been nothing short of a disappointment.
My furniture needed repairing and Carlos, the technician who came to do the repair was very friendly and professional. He rang me to see if it suited me for him to come earlier than planned and it did. He did the repair very well and now my furniture is like new, thanks so much Carlos.
3 weeks processing time to pickup a display rug which was fully paid
I have never come across such a ridiculous setup. When you buy a rug or any item in stock you'd expect to go to their loading dock and pick it up. The sales girl told me there was a long process and it has to go back to their distribution center in Dandenong south (which would take 3 weeks) after which I can go there and pick it up. They work like they were in the 1930's....no wonder [name removed] sold half his shares.
Product not practical
Purchased a concrete table was never advised it needs to be sealed. Got delivered with a scratch lodged a service call to be advised technician any come out for 1 month. So dining table it’s more ruined and now no one returns my call. Went back to shop to be a new buyer with the same table and again never advised the table needs to be sealed. How can they deliver a dinning table and let it leave a warehouse without being fit for purposes. Still waiting on a call from the national sales manager
- Verified customer
Great couch but... THEY DON'T TAKE THE PACKAGING!!
Our Nick Scali experience started some 12 months ago or more. We were in the process of building a new home and needed some new furniture to go along with it. Nick Scali Springvale (Vic) was our store of choice. Excellent customer service without being over bearing.
It took us six months to finally commit and place an order. The Mazara Lounge was a perfect fit for our layout and so the order was placed, deposit paid etc. Two days ago the lounge was delivered, communication leading up to the delivery was great. We even received a call 30...
- Verified customer
Terrible company to deal with, BEWARE!!
Due to ongoing incompetence and lack of interest in understanding what was agreed / requested I cancelled the overpriced deliver and arranged to pick up the item from their warehouse. Warehouse staffs were not overly interested / friendly. Advised to check item as any issues found after removal from warehouse would void warranty. Not sure how this is possible!!
No real way of checking properly due to the item being on a raised loading dock. Warehouse staff not interested in actually assisting or helping in unwrapping product. Arriving home...found item has large dent/damage when unwrapping bubble wrap, this did NOT happen by me. Logged a service ticket on the day furniture collected and have not had a response in over 3 business days despite automated response stating response within 24hrs. Went and spoke in person to the manager in the store item purchased and basic response was this is our issue as they do not accept any issue if customer collected. You are effectively guilty until proven innocent however you are unable to prove your innocence as Nick Scali has a “policy”, clearly great customer focused company. Did eventually get some response from this feedback review however the process simply extended our displeasure and after being told to send in photos and explanation received a call today that the service manager has review the information and we "had a duty of care" so nothing can be done, the end. The whole process with Nick Scali has been very painful and infuriating despite their advertising as a premium brand and products but with zero customer focus. Will not purchase from them again and would strongly suggest you avoid them or only purchased at your own RISK knowing you will be on your own if anything goes wrong. Not worth the headache as there are MANY other furniture stores to choose from, very disappointing and a big mistake to purchase our one and only time from Nick Scali.
Bad customer service
We found Nick Scali service to be rigid, unreasonable and extremely disappointing. We will never use this company ever again. They only consider the short term gain and not consider a customer’s long term potential
Customer as we have been.
I recently purchased a lounge suite from Nick Scali. I needed a service call out a few weeks later and was attended to by a friendly technician. Ample notice given as to when appointment would take place and received an SMS on day of service regarding time. Excellent service all round and would recommend to shop at Nick Scali. Definitely shop there again. GREAT SERVICE . THANK YOU.
Fantastic customer service
Had a problem with the lounge set. Called and the lady was quick to getting me the service I required. On the 11th of July, Andrew came by to fix the problem in my lounge set. He is such a lovely person to talk to. He called before he came and he was punctual. He listened attentively to what I had to say, then explained to me what he was going to do. Fixed the problem. So happy to have purchased at Nick Scalli and recommend them highly.
We purchased a Legato lounge suite around 8 months ago from Anna at the store in the Springvale homemaker Centre. She was helpful, courteous and very efficient recently we noticed that the back of one of the seats was moving. We went back to the store and were immediately recognised by Anna who quickly arranged for the service department to call me within 48 hours .
I received a call from the service dept within 24 hours and they polite and eager to arrange a serviceman to sort out the problem on a day that would suit me best.
Beautiful sofa, delivery & install slip up, but brilliant follow-up with technician Andrew
Overall I would buy from Nick Scali again, due to quality of product and very impressive after-sale service.
Purchase of leather two module sofa was in-store. Lovely lady served us but was unfairly accused by another male sales person of taking "his" commission, which was not true as she had helped us 80% of when we were there and was first. Awkward and in front of customer not professional. We apologised to the lady as she was not treated very nicely.
Beautiful sofa arrived when we requested and there was no problem with us changing the deli...
Repair of headrest by Andrew
Successful repair of head rest completed in home by Andrew who was punctual, professional, friendly and efficient. We are very pleased and relieved about having this problem fixed after investing a large amount of money on this piece of furniture.
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