The store was easy to find and had a great range of options to choose from. We were served by Lili, who was not only friendly but incredibly knowledgeable and helpful throughout the process. She made everything simple and stress-free, and we really appreciated her guidance. We're looking forward to receiving our new couches and couldn’t be happier with the experience so far! Show reply
I had such an enjoyable experience buying my new couches today - thanks to my sales assistant, Manu! She was so incredibly polite and knowledgeable... And very patient as I took my time deciding on which purchase to make! Show details · 1
What an absolute piece of cr^p my reclining sofa was. Made in China and shipped over with a gap between the seats I and my friends could put our hand down and patterned seams on the back not aligned. I called them to come out and got this young guy who told me "it was normal my seat padding was sloping" and he didn't see an issue with the gap… Read more
which I could see my carpet below through and where pens, credit cards, remote control could easily fall down. I was having to stuff a hand towel over the gap so things wouldn't fall down to the carpet which was also visible with a torch. Not very normal padding up a gap when you're wanting your sofa to look nice.
My friends were appalled at what I'd received and could feel the padding on both chairs sloping when they sat on them. I was told by the representative"to sit more towards the middle". Oh we have to sit a certain way now on a sofa do we?
I ended up with lower back issues that were sending me to the chiropractor and costing me even more over and above the already paid $2000 plus. Thank God I didn't take out their rip off protection cover also. Their delivery fee on top is also another rip off and the service from that provider text wise to my mobile phone terrible. Expect to be told when delivery is and too bad, too sad if that doesn't suit. There's no contact number given for one to see whether the date they've chosen can be changed.
An independent assessor was sent out, by Di-ck Scali when I complained I was still not happy. He had 30 years upholstery service and when he walked in and saw the big gap between the 2 reclining seats (told by Di-ck Scali representative that's normal because of the motion recline) the Independent Assessor started bashing the chair padding around hard with his hand to close the gap. Then he had to pull the top backs around to make the misaligning stitching align. What the ? I paid all this money for a poorly made sofa that needed bashing around and pulling. Of course Di-ck Scali said "it was because the sofas are squashed into containers on ships". Seriously where's the quality control at both ends?
Deliver cr^p and tell you by your own representative "that it's ok, sit in the middle more as we don't touch couches for at least 3 months"! What? So you know it's lop sided but you want me to sit in a certain spot now? Go figure!
All my friends now are having a joke each time they see a SALE advert on TV. They message me and write 'Quick get down to D-ick Scali they've got a sale on and it's ending Sunday'. Then the same thing happens the next week over and over. They might as well rename themselves K-Mart.
I'm telling as many friends of mine not to go anywhere near D-ick Scali!! One friend i told said "she's heard it before". I wish I'd spoken to her before I entered that store.
Be warned. There's a great furniture shop that starts with B that has Australian made furniture. I've gone there, made a huge loss and flogged the Di-ck Scali piece of cr^p off to someone else. Apologies to the buyer, you thought you'd struck gold with a 3 month old sofa. I hope your lower back is ok. I threw money away.
Oh yeah and watch their reply back to me here. They did it on my Trust Reply review. 'They're going to send me an email'. LMOA no email received and even if it was what are we talking about? The piece of cr^p I've already replaced happily and now don't own. Oh it all sounds good in writing doesn't it?
Reviews with attachments
Perfect furniture for our lounge – Loved the couch so much and been coming back and forth until the right time comes to order it and was so pleased with it. And Sana was always there to answer our questions. Thanks Sana. Show details
Couch purchase – Pleasant easy purchase Mathew is very informative and professional well groomed Show details · 1
- +1
Faulty Byron Dresser – I bought this Byron Dresser from Nick Scali, and received today. 3 of the drawers can't be shut properly and it looked ugly. Very excited to see my brand new furniture to arrive and waited for a week, and that's what I got. There's a small chip on the edge of right side drawer as well. Contacted the customer service, the earliest day they can… Read more
send people out to fix it is at least 3 weeks, i was thinking is that for real? Nick Scali technicians must be very busy fixing their faulty furniture everywhere. I want them to fix or replace it ASAP, or just give me full refund directly. This is gonna be a long waiting game~
Years ago I bought lounge from them, a huge major delay but not faulty. I thought I gave them a go this time, they still disappointed me.
To refund, still need to wait 3 weeks to have technician to sign off. How ridiculous.There’s no need to go through mediation here as they just pass on the information to service team only.
Hi Jus, We are sorry to hear of your concern. We… Read more
- +5
An appaling customer experience - defective product sold – 26/11/2021 Update: After much trouble and with assistance of Consumer Affairs Victoria, Nick Scali agreed to do a 2nd "independent" assessment via *their* nominated "assessor". I travelled 55km to Keysborough to Nick Scali’s warehouse to meet their assessor. I was presented with wrongly assembled lounges: the Assessor attached a left side of a… Read more
two seater with the right side of a three seater! When I pointed out this to him, he swapped the furniture pieces around. Now, I wondered how could an assessor who knows “everything” (so he claimed) about the furniture make this cardinal error?! If an assessor can’t notice such an obvious mistake, how could he *possibly* find any other, less obvious issues? The assessor was clearly in a hurry to get to his next job as he kept reminding me every time I asked a question. In the end, he agreed that the furniture parts on the same sofa were not the same (symmetrical), however, they were “within tolerance”. He could not point me to any published Nick Scali’s tolerance statement. He also mentioned that if I wanted to buy a high quality furniture with tight tolerances that I should’ve bought European, not Chinese manufactured furniture from a retailer specializing in European furniture! I left the warehouse hugely disappointed with the “assessment”.
The next step in this long running saga (FIVE months!) was to continue discussion with the Consumer Affairs’ officer. I challenged Nick Scali to provide me with evidence of any published tolerances. They finally did: it was on the back of the contract that I’ve signed in a microscopic, faint, hard to read font. It is FIVE PERCENT! It took Nick Scali five months of virtual torture to “discover” this clause in their contract, instead of telling me this on day one. I believe that they didn’t know about the (poor) tolerances until I lodged the case with Consumer Affairs.
I’m left dumbfounded and hugely disappointed with Nick Scali’s sales tactics and support process. When you buy furniture from Nick Scali, you’re literally buying it “off the plan”, with the “plan” being the display unit, much like display houses in the building industry. Display units are usually (near) perfect. The final result can vary significantly, much like with houses.
Lessons learned: Do not trust the salesman a word they say and read the fine print first. If you’re not happy with it, walk away! Buy furniture that is available for immediate pickup and that can be viewed *before* delivery and with an “exit clause”. The three day cooling off period with Nick Scali does not help as the furniture will always be delivered at least three months after the contract has been signed. If you want “tight tolerances” aka high quality furniture, do not buy it from Nick Scali. They cannot guarantee anything as they have no control over Quality Control and cannot influence it in any way. The furniture is made in China in the same factory that makes the furniture for other regions where Nick Scali is only one of many (much bigger) customers, such as the ones in the US. Pay for your purchase with a Credit Card. In case there is a dispute, you can alway ask your Credit Card company for a chargeback so you can get a full refund without having to involve Consumer Affairs. Even Consumer Affairs recommends it! https://www.consumer.vic.gov.au/products-and-services/refunds-repairs-and-returns/chargeback
Having suffered *immense* stress during this ordeal, my rating of one star still stands.
----------------------------------------------------------------------- Archer 1x three seat and 1x two seat lounge was purchased on 28/03/2021 at a cost of $4480. After waiting for four months (one month longer than promised) it was finally delivered on 27th July 2021. It was assembled at my home by the delivery staff. After careful examination, I have found significant defects that were not observed in store on display units: 1. Backrest middle panel sizing (the middle section of the left side on 3 seater is bigger than the right side) 2. Backrest middle panel misalignment - panels are off centre on both 2 and 3 seater (top and side view) 3. Rear misalignment on the 2 seater. 4. Damage to the bottom frame (black material). 5. Staining on the material - I do realise this is a plush type material, however, this is a stain or discolouration and not a "smear" which naturally occurs on this type material. 6. Material "stretch marks" in multiple spots. The issues can be observed in photos taken on the day of delivery (photos provided).
I called Nick Scali immediately on the day of delivery and they advised that I needed to return the furniture to their warehouse which I did. It’s been there ever since.
I then called the following day and spoke with [Name Removed], a case manager. I explained the issue and have also sent an email making the complaint official. Their staff took photos of the lounge at their Keysborough warehouse and advised that they could not see the issue.
When I pointed out a specific issue, they claimed that issue was not present and that an independent assessment would have to be performed. After around three weeks, I called to inquire about the report and it was finally presented. However, [Name Removed] did not point out the specific issues I reported (as per above six points), so the assessor did not find any issues with the product. [Name Removed] then claimed that the issue would be referred to the National Manager ([Name Removed]). I have attempted on numerous occasions to get in touch with [Name Removed], however, every time I called he was “unavailable”. Considering that Nick Scali did not address the issues reported for more than a month I had no choice but to write this review. I’m also waiting to hear from Consumer Affairs Victoria.
Anyone buying from Nick Scali should be aware that you’re “buying off the plan” (to use building analogy). What you see at the store is not what you get at home!
As we’re all in lockdown and I work from home, I have all the time in the world to see this case through. It was an expensive lesson I learned that you cannot trust the name and reputation they’ve built over many years.
Nick Scali is a publicly listed company with a part foreign ownership. They value profits more than quality and customer satisfaction. Once upon a time, Nick Scali name could be associated with exceptional quality and top-notch customer service. Sadly, it's no longer the case.
Hi Tom S., I am sorry to hear of your concern. I… Read more
Positive reviews
We took almost 5 hours to select living room furnitures. Muskan was throughout with us and finalized the deal. This is our second time to the shop and our experience has been fantastic. Thanks Show details · 1
Muskann was wonderful! – Muskaan was lovely to deal with! Helpful without being too pushy and was very knowledgeable. She made our purchase seamless and thoroughly explained the terms and conditions with confidence! Was a delight to be looked after by her! Show reply
Great experience – Matthew was extremely helpful and knowledgeable about the products. He gave us some great advice and was available to answer any questions we had without being overbearing. We were full informed of the process including timelines for delivery and when we would hear from the store regarding delivery. We would definitely shop here again Show reply
Negative reviews
Nice furniture, poor service – The furniture was fine, however processing the purchase in store took over 15 minutes and delivery could only be scheduled 12 days later for an item in stock. 12 days later I haven’t heard from the dispatch team so I need to call them and they advised the store had not scheduled the delivery, so now I need to wait another 8 days. It shouldn’t be this hard. Show details
Hi Matt, We're sorry to hear about this experience… Read more
Expect to Wait Longer than Quoted Timeframe – Ordered the couch in November 2022 last year and I was quoted 16-20 weeks. I was assured from the salesman at Watergardens that it was highly likely that the couch will arrive closer to the 16 week mark than 20 weeks because "the backlog has been cleared". It has now been 21 weeks which is beyond the promised dates. I am disappointed with the… Read more
extreme delays as I've not been able to fully enjoy my new home because of this. Just another case of over promising and under delivering.
Hi Linh, I am sorry to hear of your concern. I would… Read more (+1 reply)
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Terrible experience. Ridiculous delays – Ordered couch in February advised 10 weeks. It’s has been 20 weeks and we still do not have a delivery date. No compensation. No one has kept us updated, have to keep asking for updates. Continuously keep pushing out delivery date. Ridiculous. Have an empty lounge room due to poor service. Show details
Hi Nicole, I do apologise for the delays on your… Read more (+1 reply)
Recent reviews
Customer service at its best – Mathew was excellent. He asked the right questions and came up with 4 types of sofas for me to look at. He was able to help with sizing and placement of the items. He showed patience as I was debating about the products and had the answer's to all of my questions. Show reply
Customer Satisfaction – From the moment we walked into the store, the customer service was exceptional. Matthew greeted us warmly and took the time to understand our needs and preferences. Matthew offered valuable insights into recommendations, helping us find the perfect couch configuration for our living room. We appreciated Matthew's patience as we explored the… Read more · 1
various options, and were never made to feel rushed or not having a question unanswered.
Overall, I’m thrilled with my purchase and the outstanding service I received. I highly recommend this store to anyone looking for quality furniture and a fantastic shopping experience!
Lounge Purchase – The service I received during my recent lounge purchase was excellent. The team were very helpful and knowledgeable and made the purchase so easy. Show details · 1
A happy experience – First went in 1 week ago, doing due diligence looking around at other stores for a similar product. 4 stores and a few hours later, we were of the opinion that the product from Nick Scali was by far the best for purpose and it was a reasonable price. Mathew the sales rep was informative, helpful and we would happily return if and when we need something else Show details · 1
Very helpful – Jenny gave me accurate information and clear understanding of the contract for my purchase order. Prior to that, Jenny had been very helpful and informative when I was choosing which suite would be best for my living room. Show details · 1
Wonderful service from Jenny✔️ – Had a great experience today and yesterday at Nick Scali Taylors Lakes. Had to go back today to see the sales rep Jenny who was amazing, she made sure to help us right away on first entry and never pushed us, she gave us the time and space to browse and guided us into picking the perfect lounge. She was exceptionally helpful and patient with us… Read more · 1
when selecting the style and assisted us so swiftly with the colour range we wanted. Walked out very happy and with 2 couches on the way! Thank you so much Jenny, highly recommending you to our family and friends :)
Great service! – Matthew at Taylors Lakes was a pleasure to deal with. He had great knowledge of products, polite and was far from the regular 'salesman' type who try to push you to make a purchase. He was patient, answered all questions and took the time to find out our needs and budget. Definitely recommend this store. Show details · 1
Amazing customer service! – Matthew has consistently provided an honest and thourough experience. I’ll definitely be coming back due to this, his knowledge of placements, products and ability to measure off my house plans made my purchase that much easier. Thanks again Matthew! Show details · 1
Find out how Nick Scali Furniture VIC, Taylors Lakes compares to other Furniture Shops
Know better, choose better.
Such a pleasure – Everything was awesome, couldn't be happier. Store layout is easy to navigate and a pleasure to wander through. Staff were helpful without being pushy. Once they were made aware we were interested in purchasing they stepped up their presence to be sure all of our needs were met. We are very impressed with the quality of the piece we purchased… Read more · 1
and look forward to having it in our home. Thank you Jenny for all of your help and we appreciate your input as well Matthew.
Professional and great service...! – Bought eight dining chairs from this branch of Nick Scali. The salesperson, Jenny was "most professional". She was not a "pushy" salesperson but was patient and answered our questions demonstrating a high degree of knowledge regarding the product. We previously purchased a lounge suite years ago which we have had no issues with. I highly recommend a visit to this store! Very happy with both Jenny and Matthew! Show details · 1
Great customer service – Great customer service, very knowledgeable about products & styling. Bought 2nd piece of furniture now, great quality furniture & affordable. Show details · 1
Helpful, informative, patient – Helpful, informative, patient. Happy to be served by Matthew during the multiple number of visits to the store. Was well informed on what to look for in a modern, electric sofa to the point where I was confident I’d made the right choice in comfort, style & upholstery. Also appreciated the understanding of needing to purchase as late as… Read more · 1
possible.
Only thing I wish the store was informed of earlier was the extension of the sale, as I could’ve made use of any extra delays. This was out of the hands of the store however, so no issue with the salesperson here.
Amazing Lili – Customer service and help from Lili and staff was amazing so helpful and knew exactly when we needed help. Not in your face annoying like other stores in area. Show details · 1
Excellent – Thank you so much for an enjoyable experience shopping in your store where your staff were helpful informative and the reason with confidence I made my purchase. Show details · 1
Great service – Purchasing a couch is a big purchase, that you look at and will sit on for years. I needed a few visits and asked lots of questions. I was provided time and support to make a decision. Feeling comfortable sitting on the different couches and discussing the use of this particular couch was able to help me make the right decision. I believe I made he correct decision based on my needs and the use of the couch. Great service. Show details · 1
Great advice offered for enquiry - perfect piece of furniture for our new home – Matthew was welcoming and listened to what we wanted. He was open to our suggestions as we were to his and in the end we came up with a perfect solution for our requirement. Show details
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Hi, We are so pleased to hear that you received… Read more