Nick Scali Peace

INFERIOR LEATHER Avoid this company – We purchased an off white leather lounge which had been ordered by someone, but when it arrived it was not the colour they wanted. Brand new on the shop floor. On delivery it had blood and soil marks under the plastic covering so I called them and advised we would clean it off as it was days b4 Christmas and they couldn't get anyone there that… Read more

day. Within 2 weeks we had colour marks on it so again I called them and they gave me a number of a guy to clean the marks off. He charged $350 and advised he couldn't get them off. Next thing the recliner wouldn't work due to a faulty connection which was fixed. Next more marks appeared along with an area which looked like the colour had come off. A contracted guy came out and advised he didn't know what had caused it but said it needed sprayed over with matching colour. I spoke with customer service and said I wanted the lounge replaced or refunded as this all happened within a year of purchase and was not acceptable. Spraying over the marked area only masks the problem and what happens when more marks appear? Nick Scali will not refund or replace and insist colour transfer is not covered under guarantee even though it was a few weeks old! If this had been advised prior to purchase we definitely would not have bought it. We have had a white leather couch in the past, purchased elsewhere with no wear problems which we sold. Now we are waiting on another repair guy coming as the other side will not recline as the charger won't work! Long story, but the advice would be, avoid this company. I have a leather lounge which no one can sit on in fear of colour transfer... Fit for purpose? NO I advised them I was taking legal advice and wanted a copy of the repair guys report, and contact details of their Head Office which they agreed to do, and that was over 4 weeks ago, but nothing has been sent.

Crap quality – Purchased a Cavendish sofa just over two years ago, the frame has punctured the leather due to insufficient padding between the frame and outer upholstery. Nick Scali response too bad it’s over two years old not that the item has been poorly constructed, they just don’t care what rubbish they are selling Show details

Get it in Writing – We recently purchased a lounge suite from Nick Scarli and some of our dealings were with Ross. He was very professional, thorough and a delight to deal with. Be wary of dealing with M**** and if so get everything in writing. We discussed a leather cleaning kit and she replied in a positive manner. When delivery was due and I spoke to her she said… Read more

that she wouldn’t have said that and couldn’t remember the conversation. Certainly put a negative end to our dealings with Nick Scarli.

Nice scali Richmond store – We’ve just received our Valerie coaches and a chair so so happy both look amazing. We have delt with George at Richmond store Melboure and had the best experience so thank you and I highly recommend them especially dealing with George  Show details

Great Customer Service – I was having.a problem with the electric plugs in the back of my sofas falling out everytime I reclined my sofas. So I called Nick Scali Service Department to complain so they sent a technician out to fix the problem. The Technician who’s name was Ben was very friendly and efficient and fixed the problem. I was very happy with the service. Show details

Poor experience with Nick Scali Delivery – Ordered 2 in stock items from the same store on the same day because I do not want to wait until stock is delivered to Australia from overseas. Only 1 item was delivered as promised and a text message saying the other item was being rescheduled to one week later due to ‘no truck in the area’ on the day of delivery. This is NOT true because the… Read more

other item is being delivered to the same address.

Long story short - after hours on the phone with the many different department, store and dispatch, I have decided to cancel the order as no one took the responsibility when thing goes wrong. ‘I can’t help you, I will refer you on’

Very frustrating experience. Apparent escalation to ‘manager’ but I have not received any phone calls from said manager.

I feel helpless as a customer.

Ordered a new couch.. woohoo… wait time approx 17 weeks – Very sad, disappointed and angry. Waited for our new couch that would take approx 17 weeks. 2 weeks before expected delivery, We received a call saying good news and bad…. Couch arrived but it’s damaged and wont be delivered. Not to concerned about us and that we can reorder or get a refund…. Wow thanks for that…. We will continue to sit on bean… Read more

bags for another 17 wks… No customer service, and left a bad taste…. Stay clear of Nick scali, once they have your money, don’t care…

Stay away from this store – Delivery is so poor. In store they promise everything. Be aware they leave all mess at your place. They change delivery dates like babies nappies. Never again to deal with this store Show details

They Do Not Honour Lifetime Warranty – We bought from Nick Scali because we thought they were high quality and reputable. They are neither. We also bought from them because the salesperson stated the sofa comes with a lifetime warranty on the frame. Recently the internal metal spring support failed and a sharp piece of metal poked out the upholstery stabbing my wife in the leg. That… Read more

section of the sofa will not support a person properly. There was no misuse on our part. When I spoke with Ella at the service centre she was very quick to say the warranty is only on the frame. The word "frame" is not defined in their warranty. So they now say frame only refers to the wooden base and does not include any other internal part of the sofa. They refuse to honour their lifetime warranty. I will never buy from Nick Scali again.

Long wait and terrible communication – We purchased a lounge chair from Plush (which was bought be Nick Scali) in January and we are meant to receive delivery nexy week meaning its taken 5 months. If this wasn't bad enough calling their "customer service" department is a complete waste of time, no one answers. Communication is by instagram because this is the only way we get a response. Pathetic will never do business with them again Show details

Disappointed – Eight months since ordering, I received my lounge last week. I am extremely disappointed that the 2 lounges have significant faults/defects and are therefore not fit for purpose. The lounges are nowhere near the quality I expect, with particular respect to the time I have waited and the price I have paid ($8000). The footrest on one lounge opens… Read more

on an angle and doesn’t fully extend and all the cushions on both lounges are different sizes and do not align. The lounges look like the dogs breakfast! An independant assessor has attended today and I am waiting for Nick Scali to contact me. I do not want the lounges fixed but rather a full refund as per the Australian consumer law. I have asked for a copy of the report but was told I need to approach Nick Scali for that. I am hoping that Nick Scali will be transparent and provide me with the report. I will write another post when there is a satisfactory resolution but until then don’t settle for poor quality or service.

Poor communication and delivery – I wish I’d read the reviews before purchasing my new couch and arm chair with Nick Scali. Items ordered and deposit paid in November 2021 with estimated delivery mid April 2022. After numerous phone calls I have since been advised the couch will not be in their warehouse until end of May. My chair is there but if I want this delivered now they… Read more

require me to pay an additional delivery fee. I paid for both items in full the 3 days prior to initial delivery, I could have used that money for other bills. Meanwhile I’m sitting on an extreme uncomfortable and unsupportive outdoor chair. It seems their store managers are micro managed as they have no authority to make decisions and tell me they need to speak to someone more senior. Extremely Dissapointed Update: I called the store on Friday and spoke to someone who told me they were the manager and would call me back on Monday. It’s Wednesday still no call so I rang, yet again. Turns out the so called manager was a trainee Come on !!!

Bad service. Incorrect information – We ordered a sofa from the Warrawong store in November last year. At the time of the order, we were asked if we live in a house or apartment. We told the staff member that we live in a house and she said the lounge will fit. It took almost 5 months for the sofa to be made. When the delivery guys tried to deliver the sofa last Friday, they could… Read more

not fit it through any doors or windows. My husband even suggested removing windows to bring it in but it was not possible. They took the sofa back to the warehouse and I was told that we will get a store credit for the deposit we paid. That seemed fair. Today I received a call from the store manager at Warrawong stating that we will lose the deposit. This is not fair. At the time of the purchase we were told everything will be fine and ofcourse we trusted the words of the salesperson as they should be the experts in giving such information. I looked at the contract and nothing on it states that we lose the deposit if it does not fit into the house. We cannot take the sofa because it doesn't fit through the doors or windows. Nick Scali will be able to make money from the sofa when they sell it off the floor and on top of this they are taking our deposit. This is wrong and you should really train your sales staff to give customers the correct information before they purchase. It appears that Nick Scali does not care about the customers but only about making money. It's very disappointing that the sofa did not fit through our doors but the store should atleast give us a credit for the deposit that we paid which $900. We are never buying from you again.

Worst leather lounge I have ever owned – Never buy leather lounge from Nick Scali. Extremely poor quality. The dye is only on surface. Colour wears off by normal use. Warranty is only for 2 years and the leather doesn't last much longer. Shop elsewhere. You will pay less and get better quality. Show details

Terrible service. No accountability and no care for their customer – We purchased a couch during lockdown and have waited 8 months for our couch due to external delays. I’ve had to follow up every time to get a different update. No proactive communication about the delays and when I emailed the feedback team there was no resolution offered either. They don’t care about their customer experience end to end - only… Read more

care about making a sale. To think when spending $5000 on a couch to not even receive basic service is so so poor. I will never buy from them again and will not recommend them to anyone.

Terrible service - would not recommend – My couches were estimated to take 14-20 weeks to delivery. It has now been7 months and I have not received one communication from this company about the delay. They have relied on me to call the call centre for information and everytime I speak to someone I get a different answer, no one can clarify why the delay, no one can give me a date, your… Read more

gate kept from speaking to a manager and when you get put through to the store they shirk all responsibility and say they can’t access any of the distribution information. Who is running this company??

I finally received a text message with a delivery date but given how many times the dates had changed I was sceptical. I contacted the call centre the day before who could not confirm the delivery or give me a time window. I was given a phone number for a delivery man called ‘Jay’ who did not pick up his phone and the call centre advised they were not able to contact him directly. Why can a call centre not contact their own distribution team?

I had to take the entire day of work to be home and received a phone call only 30mins before they arrived confirming delivery. They were here for about 3 minutes, left rubbish, plastic and polystyrofoam all over my garden didn’t even bother to put it back on the box. I then received a text message saying the delivery fee has increased by $100!!

I emailed the Geelong store I had bought the couch from with my experience and I didn’t receive a reply after 2 emails. Finally I got a reply without an apology or an acknowledgement of the poor communication and service.

This company is a joke, it seems no one knows anything, they are incompetent and there is no customer service. I spent a ridiculous amount on a couch as a ‘luxury experience’ for myself and have deeply regretted it. I have nothing good to say about your company and would never recommend you to anyone.

Terrible service - terrible products - no communication - left without a lounge for weeks – Firstly I bought a lounge, it took over 5 months to make, when it arrived, it was damaged beyond repair. Their solution, I wait 5 months again with a lounge that is broken and uncomfortable. I suggest, do they have anything else in stock. They assured me they had a like for like in a different model. This was not the case, when it arrived the… Read more

chaise was on the wrong side and the chaise did not recline like my other lounge ordered. Now I'm waiting for the lounge to be collected and refunded. Apparently I have to wait 7 to 10 days for a refund once the other lounge is collected. This will leave me without lounge for several weeks. This company is so hard to deal with, they block you from trying to speak to managers to cover their own mistakes. I would not recommend this company to my worst enemy!!

Terrible customer support , delivery problems with different reasons – I ordered couch in October and was told that it will be delivered by Mid of March. Also got call from the store that the delivery is on time and there are no delays. While checking with the team mid of march again the different representatives told different dates and informed that delivery is delayed and ETA has now changed to mid of April. We… Read more

have been asking for a proper reason it is getting delayed and no one gives one specific reason. Some said shipment delay and other said manufacturing delays which does not seem to be a genuine reason. Whenever we check with them there is a different approx ETA. We are fed up as we have been following up and waiting for this long for a couch in our new house which still remains empty because of nick scali terrible customer support and delivery services. No transparency, it is always an approx ETA. Never go with Nick scali because it is waste of time and effort after such terrible company who always set false expectations. Shameless!!! Either give refund to people who can move on if the deliveries cannot be made on time. Never Go With Nick Scali

failed to deliver on time and no customer support – I placed an order in Nov and was told ETA 2 Marc and at the most 17 April. Was told wont be in warehouse till 20 May and on asking for refund the Mt Wellington branch manager says it cant be refunded till ETA date of 17 April passes and I have visitors coming for Eater and I am so embarrassed on not having a couch. Asked them to send something to… Read more

take us along so that we have somewhere to seat our visitors but no help. They are stubborn on rules and not flexible on customer needs. Who would have thought a simple two n half seater will take ages to be made an delivered.

Couch – Absolutely dissatisfied, issues with cords have to wait nearly a month for a technician when I’ve all ready had one out . Have asked how to make a complaint just get ignored and what my options are as I am moving country and this couch just keeps having issues . Would never shop here again didn’t spend $2000 on a couch for the recliners to keep… Read more

stopping then unable to be able to use it for weeks as it takes the technicians weeks to come . Disgusting service highly not recommended shopping here .

Byron console table – Stated delivery day, and it was altered, 2 days off work to be there for delivery, arrived missing pieces, ok will get you another one, another day off work, this one arrives with a box that had a large hole and both legs broken the guy who was trying to assemble it tried to knock it back together! It's broken I can see it! Meanwhile twice I was… Read more

in contact with salesman 819 and twice he advised me he would get back to me after 10 the next day, nothing, no communication, absolutely poor service, and the delivery guy trying to fix the broken table legs and trying to hide the fact, ridiculous!

Service very poor – Bought recliner chair Henrik.When it got delivered it was the wrong chair.I had conversations with several service people and store manager who showed no real compassion in righting the wrong. I received my new chair two days later and the battery doesn’t charge & will take 10 days for a technician to service my chair.Good customer service would… Read more

of had chair replaced next day and technical service also next business day.I like the chair but I wouldn’t bother with this company ever again.

Repair Service , Handling and (NO) Communication – We love our lounge but noticed that one of our seating cushions has blown and submitted a repair with Nick Scali. The initial contact with sending pictures to show our concern went smoothly. Everything was via email and sms. We got told that a cushion specialist would come in a few days and will hopefully be able to repair it on site. The… Read more

gentleman was on time, very polite, explained exactly what happened, unfortunately couldn’t repair it on site, so it needed to be send to Townsville.

We received a call from a lovely lady who told us the pick up date and drop off date (both Thursday two weeks apart).

On Wednesday I received a message that they would pick up the couch sometime tomorrow am.

On Thursday I received a call 5 min before they actually came to pick up the couch! Thanks for the great time management ~ as people like to stay at home all day to wait for a phone call. So this was my first day of Work! But ok, everything worked out. It just annoyed me that they wouldn’t give me a more specific timeframe in the morning.

Return date Thursday 2 weeks later. Time of work, I’m waiting… NOTHING! I had to call them to get told in the end that it’s not coming.

Next delivery was suppose to be scheduled on Friday following week. Again, I had to call them to get told again, that my part of the couch was “ left behind” this round.

Very nice of you Nick Scali, that you obviously don’t care about taking advantage of other peoples time. Extremely unprofessional time management!!!

The following Friday we had to call up again to see if our couch is actually coming. Yes it was coming, but when … timeframe … ??? No, they expected us to wait around all day.

Again we received a phone call that they would be at our place in around 10 min time. We said that will be fine, as we were like 5 min away from home. I kid you not, 4 min later they called a bit agitated where we were. We told them that we are literally just around the corner like 2 min away.

We arrived home, they bashed the couch together. I had clips which combined the two couches. When I showed them the clips, they blatantly lied to us and said it’s a new system, so we don’t need them. We gave up at this point and only wanted our peace. We ended up pulling the couch apart and putting the clips back on.

AWEFUL COMMUNICATION, absolutely hideous!!! Be ashamed of this kind of time wasting behaviour! You don’t know what people have to go through to make time for this sort of things!

High price poor quality – Bought what we thought was a beautiful lounge from Nick scali. Had heard their products were superior and quality. Saved up only to be totally disappointed. Within 12 months had to have one of the recliners repaired as the lift broke. The seats sag into the corner on both sides was advised previously with repair we had to sit directly in the… Read more

middle of the cushion not lean on the arm??? It's a lounge but don't lounge? Currently trying to get this matter reviewed. I'd be happy with a refund. 18 months old and worth nothing. Never again.

Based on the amount of scali product for sale on Facebook gumtree etc that confirm that their products are a total crap – Bought a couch unfortunately from nick scali and made the worst mistake of my life. Uncomfortable. It’s extremely difficult on the show ground to really appreciate the quality of a couch within a few hours it’s comparable to a bed. Fabric discoloured within no time and I can go on and on about the cheap structure . Show details

still waiting after 6 months – When we looked at the lounge at Nick Scali, the service was excellent and very accommodating. We were told that the wait would be 10-12 weeks after we decided on the lounge that we like with added extras, we received one follow up email with a copy of receipt attached and nothing else afterwards, no phone calls, no emails to let us know of the… Read more

update or estimated time of delivery. I made a few phone calls after 12 weeks to find out that there was a delay for another month. Then another phone call was made to be told the same again and again and again. It has now been six months and I have been the only person that contacted Nick Scali store (which by the way only get thru call centre first). There was not one courtesy call or email or text from Nick Scali store to send me any update - they do have all of that info. Where is the customer service these days? We spent time in their store to purchase a few thousand dollars (and that's a lot of money for some) piece of furniture and in return, we would have like a bit of personal customer service to reassure that we as customer are important. Is that too much to ask? and to this day we are still waiting for our lounge. I wish I had read the review before stepping foot into the store. I hope when we received our furniture, it will be what we paid for and nothing goes wrong.

worst service – they lied about delivery times, they were off by months. then just to get them on the phone to discuss this literally took weeks and they didnt care just offered a refund or id have to wait. stay away from their moorabbin store Show details

Never deal again – Will never put foot back in a Nick Scali store again First time I have ever had to sign a contract to buy furniture and it was all their way All the extra costs are ridiculous $150 delivery $100 to assemble or dissemble $45 cancellation fee even though it’s not a special order just normal stock coming Can’t tell you the truth about delivery and… Read more

not delivered when promised Was just such a hassle dealing with them when it should be straight forward First and last time for me So just be aware

Extremely poor customer care and rude staff – I purchased a couch at the End of June and just arrived few days ago after 5 months with more than 7 weeks of delay compared to the contract I signed and agreed. During this time, nick and scali told me different estimated date of delivery and keep changed it and patrone it. All the time they just blame covid. Covid was there before my purchase so… Read more

why tell me13 weeks for delivery if it will take 5 months? Nothing was offered to me to compensate their delay. After booking my delivery, I tried to contact nick and scali to change 2 days before the frame time they provided me as I had an emergency at work. However, as they are not working on the weekend they told me to call early on Monday and that there shouldn’t be any problem to postpone for one hour . The delivery guys tried anyway to delivery me the couch outside the previous booking time in the morning and did not want to negotiate on delivery after 3 pm, when my time frame was from 12 to 4pm. The guy from nick and scali that sold me the couch called me and he was pretty unfriendly and rude at the phone and said I booked it and nothing can be done. Really? In the morning I got a message to call nick and scali of I had to cancel my booking for covid expaire. So, should I have used the Covid excuse too??! have waited more than 5 months for the delivery and they could not even try to escalate the delivery for one hour from my previous booking. Unprofessional, rude and selfish people. No customer care at all. Never again I will purchase from this shop even if I like the furniture because customers come first. If you cannot keep your customer happy and treat them accordingly, you should not be in the sale business. Hopefully, you will learn how to deal with customers in the future and keep them happy. Too many people complain about the behaviour of your staff but nothing seems to change. Think about it.