Nick Scali Furniture WA

Lovely furniture but totally inept sales people and systems. Went to store and specifically asked to purchase from items ‘in stock’ as was moving into a new home so time was of the essence. Spent nearly 6K on three items and given a date of… Read more

delivery.

I called the Warehouse coordinator later that day to ask if there was a chance of quicker delivery and it was stated that not even the the agreed upon time was possible as one of the items was not in stock anywhere.

He apologised profusely and said he would contact the store asap and they would reach out to me to extend an apology and make it up to me with an alternative.

Later that day I get a smoke screen email from a salesperson ‘[Name Removed]’ stating simply delivery on agreed date is no longer possible as my items had been ‘damaged’ obviously unaware I was in possession of the fact that they had just sold me an item that was not in stock.

I visited the store next day to cancel my order as was within their terms and [Name Removed] made no apologies or attempt to rectify only stood there with a smarmy smile saying there’s nothing he can do and that I can apply for a refund which will taken 3 - 5 business days and he seemed to sadistically enjoy this fact.

I understand mistakes happen and systems fail but what happens ‘next’ and how mistakes are resolved with the customer is what distinguishes a business and Nick Scali Joondalup fails here.

Overall a horrid customer service experience that lets down an otherwise great brand and lovely furniture so I highly recommend making the trip to Osborne Park 25 minutes away as delivery from there to my location is negligible VS Joondalup.

Order [WJ19260]

I purchased this couch for my son approximately one year ago. After 6 mths the wear & tear was very visible. The fabric has deteriorated dramatically. My son lives on his own & works fulltime so the wear & tear is minimal. I have contacted Nick Scali & put in a complaint with photos & a short video of the couch. They have sent out 2 individual… Read more

assessor’s to assess the wear & tear on this couch. The fabric is faulty or of very poor quality. I have not heard a single thing from Nick Scali since. This has been going on for 4 months now & they have not tried to contact me in anyway. This is a $3,000 couch, I would have expected some sort of compensation or store credit of some sort. I have had couches from other companies that are still good after 20yrs. This is not good enough. Their follow up with service is atrocious. I have written emails to 6 different Nick Scali contacts including the CEO & not one reply. So, I will never be purchasing from this company again & when you are not happy you tell 1,000 people. When you are happy you tell 3. So, buyer BEWARE!! They don’t give a d>mn.

We purchased a couch from the Jandakot store, and the salespeople were fabulous. Gave us so many options, and the chosen couch is perfect for our space. It was delivered and assembled for us by professional tradesmen. Show details ·  1

On speaking with Naz about the Dakota lounge room suite, she was fantastic!!! Naz was extremely helpful, reassuring & honest she answered all my questions & made me feel at ease, with my purchase. Naz was wonderful to deal with. Show details ·  1

Excellent service from one of Nick Scali managers Sany. She was phenomenal in helping me find a new couch, dining table and the delivery within such a short time was exceptional. Both couch & dinning table is absolutely stunning & great quality!!! A fews weeks later I wanted a ottoman to match & called the Osborne Park Outlet Store & I was… Read more ·  1

pleased to hear it was Sany who answered the phone & remembered me . She was able to help me with the perfect match ottoman for my couch , that I was able to pick up the very same day!!

Shopping with Nick Scali is truly an amazing experience with a trusted sales team!!! Thank you Sany for make my experience & moving so wonderful and smoothly.

The actual sofa we purchased is of great quality Our detractor from a higher score resulted from poor store service relating to delivery dates We were sent an email stating date to be delivered Replied not suitable and re scheduled Unfortunately this 2nd booking became impossible due to at last minute being sent overseas for work Re booking… Read more

was then told no and this is only date you can now have Lots of calls back and forward Store made it a big issue and at one point advising will still be sent regardless if anyone home After spending such a high figure on product and additional delivery fee we expected better service

My partner and I went into Nick Scali to purchase some lounges and possibly a bed and mattress. We were informed it was the final weekend of the sale and to purchase everything that weekend if we did not want to miss out. As the midland store did not have many mattresses we rushed to another store to try out mattresses and selected one. Only to… Read more

find out before our bed and mattress were delivered that the sale had not in fact ended that weekend as we were told. In fact they had been further discounted and were hundreds less than we had paid.

After contacting Nick Scali I was harshly informed that it is the customer responsibility to check changing prices and the store manager made no effort to help.

I offered some suggestions with no response.

We would not have rushed into buying the bed and mattress at that time, but did so because we were told the sale was ending which was not the case.

As we have thousands more to pay on further items, this very unsatisfactory from a company that prides itself on customer service and experience.

Nick Scali did reach out promptly after this review and after ongoing emails back and forth, still did not offer a solution and did not reply to my last email. I am still waiting for a response.

Purchased a mattress and bed from Nick Scali Cannington for a total price of $2953. The sale process was tedious with multiple forms to fill in and sign (the salesman was good and did his best to meet the ridiculous requirements set), half the questions asked were irrelevant. The mattress ended up being too soft and gave my partner a back ache.… Read more

We contacted the store who said to buy a mattress topper and no refund would be given. We tried a mattress topper, we also tried buying another thin cheap mattress to put on top of this mattress which again did not work.

Finally we purchased a good mattress online (Zeek mattress) which was delivered with no fuss. When we got rid of the mattress from Nick Scali I also noticed the bed had not been assembled properly ( they assembled as part of their service) the middle supports were not tightened and were on an angle because they were so loose.

After writing this review the sent the case to their product team who waited 3 days to call and say they would do nothing.

Would not recommend bad service, inferior products at inflated prices.

DO NOT buying anything from Nick Scali. I had an extremely bad experience with Nick Scali and will never shop with them again. I really suggest that you don’t waste your time with them - there are many other better shops to go to. Their customer service is the worst I’ve experienced. To anyone reading this, please be VERY aware that Nick Scali’s… Read more

customer service is horrendous and if you make a complaint or encounter an issue you will likely be disappointed with the service.

Update on 26/4/2: I have been emailed and still no acceptable resolution. I will be raising my concerns with the ACCC and Consumer Protection.

Also, I highly suggest that you do NOT sign up to their membership. Complete waste of money. It’s essentially YOU paying for them to send you useless newsletters. Don’t be fooled and save your money.

Another update on the Nick Scali lies and broken promises. Finally called me back last Wednesday, additional promises that something would be done and potentially the problem resolved. Will definitely call you back with an outcome (their outcome) by tomorrow or Friday at the latest. Following Tuesday ......... still waiting. Watch out, thieves,… Read more

liars and lip service specialists. Need your head read if you go anywhere near this company. May as well throw your money in the fireplace. BE WARNED

Disappointed at the lack of customer care – We have bought from Nick Scali a number of years and it’s been a positive experience. We recently bought a coffee table which on delivery was chipped… obviously we were waiting on this excitedly. However after ringing the call centre and asking a new time for a new delivery, they couldn’t tell me… There was no sorry about the product being… Read more

damaged.. We were promised someone would get back to us and they didn’t, till me husband went into the store and said how disappointing this was… Finally the store manager called on her day off to apologise.. Whoever you train in the call centre needs more empathy and professionalism… Not sure if I would buy from them again after such a disappointing experience.

Cheats and Liars – They sold items without disclosing the wait time. Then fudge the wait time date...it will take 3 months...it took 5 months. Then demanded upfront payment to ensure delivery before Christmas, once the payment was received they changed the delivery date until after Christmas! Their communication was non-existent. Will not be dealing with them again.

Appalling after sales service, ridiculous delivery time – Furniture is good so far. Customer service after purchase is horrendous. Wish I would have read these reviews as I never would have purchased. Spent about $13,000 with Nick Scali. Quoted 10-12 weeks for delivery although was told in the showroom "it may even come sooner". Actual delivery time 17.5 weeks! No proactive communication from Nick Scali,… Read more

I always had to follow up. Was lied to about the reason for hold up. Delivery day finally arrives. Delivery guys took 2.5 hours to deliver and assemble what should have been a 45 min job, max. Broke my chandelier (accident) and gouged out a wall (also accident), even after I specifically told them to take care near the freshly painted walls. Dirty hands on a light coloured couch made multiple marks. I had to tell them to wash their hands before bringing more pieces in! Overall a disappointing and frustrating experience, especially for the price we paid. Absolutely won't be recommending and definitely won't be using again.

Zero compassion, patronising & [Content Removed] – I have been having multiple issues regarding my delivery of my $3,000 couch, as it is managed by a third party. Due to getting no where with this third party, I contacted the manager of the Osbourne Park store- [Name Removed], believing that he would listen to my issue & be a mediator between the company and I. Instead, my matter was handled with… Read more

extreme rudeness and blame. There was absolutely no willingness to come to a compromise with the situation, and blamed me (the paying customer) for everything that happened with the delivery issues. I have worked in management for many years, and know that as a manager you are hired to find solutions, resolve conflict and ensure that operations run smoothly. I can assure you [Name Removed] showed none of these attributes. [Name Removed] was not only patronising towards me, but as a young woman, i felt belittled by him and unheard. I would never want a customer, especially a female one to feel like this again, and that is why I’m writing this review, hoping it will reach the right people & warn others of how terrible their service was.

It’s a shame there are so bad many reviews, and I wish I had of looked at these prior to buying my couch. I would have never of given this company my money.

Avoid – Terrible. Have been waiting 4 months for my two chairs. Have called customers service and the show room where purchased and no one calls back. Then get messages asking to pay the full amount as they have “secured the container”. Why on earth would I pay the full amount to secure a delivery date when on their receipt of payment it says delivery… Read more

date will be set and then payment due 5 days before that?

It says my chairs are still in transit, I require them for a house wedding which it appears they won’t be here on time. Stay away, this is terrible

Terrible customer service – Issues with customer service though is horrific. Was told in store they had 2 couch’s available and booked a delivery date and confirmation message. Next day was messaged to say delivery postponed another month. Rang up and spoke with delivery team was told they don’t have any in stock and waiting for the delivery at port and there is a hold up.… Read more

Ask to speak with manager was told I would receive a phone call. Yet to be received 9 days later which is past the original delivery date. Also cancelled couch warranty was told it would take 14 days to clear. It’s been 16 days now so rang up and have been told by accounts the store hadn’t put it thru so will take another 3-5 days to clear. Not good enough

I don't like this company – The sales people were not helpful; did not explain about becoming a member / discounts / fabric options. I paid in full and then changed my mind within 72 hours for various reasons, including miscalculations of size. The couch was in stock and sitting in storage. No refund offered. Their policies are greedy. Once they have your money, they're not… Read more

parting with it. They're drastically losing money as a company, I believe largely due to lack of customer service and ethics.

Roller coaster ride – What a roller coaster ride. Bought the couch at full price and 2 weeks later it went on sale. Emailed the store and didn’t get a response for over a month. Went into the store and spoke with manager who agreed to give it to us at the discounted price ! Yay. Love the lounge. It is so comfortable. The delivery people were shocking. I was not home… Read more ·  1

and these guys could not work it out how to fit it into the lift. Had to get it re-delivered (and pay again) and showed them how to fit it in. There is no pick up option for anything but small items.

Very pleasant sales service and full of knowledge on the products – I came in looking for furniture for a new home. Sam helped me and he was the most helpful non pushy salesperson that I have met. He was really knowledgeable on the stock and spent a long time helping me. Although I didn't buy today, I will definately be back in seeking him out. Show details ·  1

Nick scali joondalup – I recently visited Nick Scali Furniture Shop, and I must say, my experience was exceptional! From the moment I walked in, I was greeted by friendly and knowledgeable staff who were eager to assist me. The showroom is beautifully laid out, showcasing a wide range of stylish and high-quality furniture pieces. What impressed me the most was the… Read more ·  1

variety of designs available, catering to different tastes and preferences. Whether you're looking for contemporary, classic, or something in between, Nick Scali has it all. The quality of the furniture is top-notch, with attention to detail evident in every piece.

The staff was incredibly helpful, offering valuable insights and suggestions without being pushy. They took the time to understand my needs and helped me find the perfect pieces to complement my home. The delivery process was smooth and efficient, with my furniture arriving on time and in perfect condition.

Overall, my experience with Nick Scali Furniture Shop was fantastic. I highly recommend this store to anyone looking for high-quality, stylish furniture and excellent customer service. I will definitely be returning for future purchases!