18,035 reviews
Worst company ever. After 2 YEARS of email after email , and phone call after phone calls. We engaged VCAT. On the day of admitation they gave us a refund. I am extremely disappointed with this company. Purchase at you own risk. I can't express how bad this company is to deal with.
We bought to sofas around 6500$ or little more on price the frame sank they came and said fixed it twice the seats they said they will replace but they never arrived becouse of Covid then after Covid they sent a technician to fix a frame I told him they didn’t send the seats he said he will put in the report waited never arrived my wife called… Read more
them twice nothing happened. And I have a email from them that’s says they will replace them .then warranty ran out . They said it’s our fault for not keep chasing them I said we called twice they didn’t care so be careful don’t trust them . They just take your money then bye bye
We purchased the leather Melbourne sofa, 2.5 seater with chaise and single seat in 2022. This was sold to us as quality 100% leather lounge. Within 3 years it started peeling despite regular cleaning as recommended with leather care kit. This lounge is very well cared for in a clean home, though it is not as advertised and not fit for purpose. We… Read more
have lodged this issue with plush twice and each time they refuse to repair or refund stating it is not a product fault! Leather lounges are supposed to last for many, many years. This is a cheap and poor product. I do not recommend this leather lounge, nor Plush / Nick Scali. We will never purchase from this company again and will be lodging with Fair Trading.
Hi Elis, We’re sorry to hear you’re disappointed… Read more (+1 reply)
Reviews with attachments
My wife and I recently purchased 2 leather sofas from Plush Caringbah. Our experience was made all the easier with our sales consultant Jennifer. She was excellent explaining everything to us and answered all our questions with ease and professionalism. I would highly recommend anyone to Plush Caringbah and in particular Jennifer! Show details · 1
Mark was on time, polite and quick to solve the issue. Thank you! Show reply
We ordered a Plush lounge from Sudheera at Payneham and she helped us immensely in choosing the right lounge for us. We love our lounge and it is perfect for the space that we had. Thankyou so much Sudherra and the wonderful team at Payneham ☺️ Karina & Brett Show details · 1
Mark is very helpful and professional, he helped me to fix the legs of the lounge very smoothly and efficiently, really appreciate that :) Show reply
Mark was very professional prompt and fixed one of our problems and is going to review the other head rest problem in a short period of time. We were very disappointed as our lounge was brand new on delivery and there were immediate issues with it Show reply
Leon was a great help and very easy to deal with . He gave us all the details and advice we could hope for . Cheers mate.. Adam and Kim Levey Show details · 1
Well at this stage I’m not at all happy with our purchase we paid full price for our Vance Recliner, on arrival and unpacking we noticed a tear in the leather on the rear of lounge there is now a case awaiting on an inspection via a contractor they will send out when they find an available contractor possibly 6 plus days, we’ve already waited… Read more
almost 3 months for delivery! Now why would we accept a repaired item after paying full price? WHY are Plush not replacing inferior damaged lounge? We will be forced to take further action if outcome is not satisfactory in this case. Purchased directly from Plush in Melton will be popping in there tomorrow for a chat!
Hi Cheryl, We’re sorry to hear about the issues… Read more (+2 replies)
We’ve been loyal customers of Plush Think Sofas for a while now and this is actually our second purchase from them. The team at Plush is always friendly, professional, and helpful, and the quality of their sofas is excellent — that’s the main reason we keep coming back. However, one thing we’ve consistently noticed is that delivery takes quite a… Read more
long time. More concerning this time was the delivery experience itself — the team left packaging materials scattered all over the place, and some of it even blew into the neighbourhood. That felt quite inconsiderate and unprofessional.
When we raised this with Plush customer care, we were told that deliveries are handled by a third party and that they can’t take responsibility for how the delivery is carried out. As customers, we find this disappointing — Plush doesn’t allow customers to pick up their own furniture, yet they also refuse to take accountability for their chosen delivery partners. It’s something that definitely needs improvement, considering how great the rest of the Plush experience is.
Hi Saptha, We sincerely apologise for the… Read more
- +2
I have tried to get a full refund from plush after our 3 month old lounge has started peeling. Obviously a fault. Only to be told it’s wear and tear and our fault which a load of trash! I’ve contacted fair trading but so annoyed at the customer service! What a disgraceful company! Do not give them your money Show details
Hello Amanda, We acknowledge receipt of your… Read more
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We purchased a modular sofa from Plush for our new home around four years ago, spending close to $7000. At the time of purchase, we were assured that the sofa was made from genuine leather and that it would last for many years with proper care. Fast forward four years — despite following all care instructions and using only the official cleaning… Read more
products provided by Plush, the leather has started to peel and deteriorate badly. This is not just minor wear; it’s completely unacceptable for a sofa of this price point and one marketed as premium quality. We submitted a warranty claim, only to be told it was due to “wear and tear” and “improper care.” That response is incredibly disappointing and feels like a way to avoid accountability. We’ve taken great care of this sofa, and it’s clearly a material or manufacturing issue — not neglect. Honestly, for the money we paid, we expected this sofa to last well beyond four years, especially with regular maintenance. It now looks terrible, and we're left with no support from the company. It feels like we were sold on promises that didn’t hold up. Would I buy from Plush again? Absolutely not. Would I recommend them to others? No way. If you're considering investing in a “premium” leather sofa from them — think twice.
Hi Jack, Thank you for taking the time to share… Read more
INCOMPETENCY AT ITS FINEST!!! Avoid at all costs. Staff are incompetent and not familiar with their own products. Customer service from their “head office” and “service team” is appalling, and among the worst I have ever encountered. I purchased a leather sofa and upon their recommendation, the Plush branded “Leather Care Kit” from… Read more
Moorabbin store.
Upon delivery I noticed my Plush sofa has 2 warning labels attached to it, stating do not apply any products containing the ingredients that are listed on the Plush leather care kit.
I have spoken to 12 different people in total (Plush Moorabbin and head office), and not one of them can provide any credible explanation or solution as to why the warning label on their sofa states not to use their products. One staff member from the Moorabbin store told me to “report the issue to consumer affairs”. Based on this and the total disregard by Plush to resolve this situation, I have now reported the matter to the ACCC.
I have also logged a service ticket with Plush. This has been ignored.
I took them up on their offer of a refund for the leather care kit and returned this to the place of purchase. I then had to fight for over a week to receive the funds back, as Plush staff seemed to be of the impression that their warehouse needs to first receive the returned item back, before I can have my money back. My obligation was to return to the place or purchase, not their warehouse.
“Regional manager” [Name Removed] initially offered to assist with any dramas receiving my refund, however then she ignored my calls. [Name Removed] also falsely claimed my warranty will be void if I do not use their own Plush leather care kit. Yet this goes against the warning label on their own sofa!
I would never want to deal with these incompetent fools again. Management are also a disgrace, which is evident by their lack of assistance with what should have been a small issue.
Hi Johnson, We’re very sorry to hear about your… Read more (+1 reply)
Latest follow-ups
I purchased a lounge, side table and a coffee table in October 2025. I received the items on the 27th January 2026. The coffee table arrived faulty, the delivery driver took it back and I waited for another 3 weeks for the new one. Opened the box… Read more
and it has the same fault, the screws do not align with the holes in the table to the legs, all these tables are mass manufactured therefore all the coffee tables will have the same fault and Plush/Nick Scarli should have known about it and yet they still sent the next one. When I asked for a refund they said I could keep the table and they would give me 50%off ??? For a table that can’t be used! If I sent it back for a full refund I would have to wait AGAIN at home, take more time away from work and then when they received the faulty table they would give me my full refund. Lesson learnt ALWAYS check the reviews before you purchase. DO BETTER PLUSH/NICK SCARLI. 26/03/2026: STILL HAVE NOT RECEIVED THE 50% REFUND ON THIS FAULTY PRODUCT.
Follow-up · 26/03/2026: Still have not received the 50% refund that had been offered. The Packaging of the product was good, delivery company was very careful with the goods. Customer service responded to the all my correspondence in a timely manner, however they at times did not understand the problem nor did they offer a solution that was suitable. I didn’t try to assemble the product, I got someone TRY to do it for me.
Hi valeria, We apologise for any inconvenience… Read more (+1 reply)
We highly recommend Ashley. Courteous & professional, great communication & he fixed our lounge suite in no time. Very informative & helpful. His customer service is lovely Show reply
Follow-up · Ashley's repair has fixed the problem. No more issues
Very helpful in repairing our recliner with great communication throughout the process. Ashley who repaired our chair was super helpful and did an excellent job. Show reply
Follow-up · The repair process was very straightforward. Once they had inspected and confirmed it was a motor that needed replacing, it was then a further few weeks for this to be ordered. The install itself was then a further 30 minutes. Its been working as good as new ever since!
Positive reviews
The process to get to the repair guy coming out was painful and excessive... but once he actually got here... was great. Did the fix, checked and all sorted quite quickly. Show reply
Mark was on time, efficient and friendly. Sorted out the problem immediately. We were feeling disappointed with our sofa. , but were assured everything was ok. A great relief to us. Show reply
Mark arrived at the scheduled time and even gave us a courtesy call 30 minutes prior. Great honest repair with our electric recliner that had malfunctioned. Thanks Mark for your expertise. Show reply
Negative reviews
Very disappointed with our experience. My elderly parents purchased a sofa set from Plush/Nick Scali and one of the sofas was confirmed as faulty after inspection. Despite this, the matter has now been ongoing for almost three months with repeated delays, poor communication, and promised callbacks that never occurred. We were advised that… Read more
replacement parts would not even arrive until the end of May, yet no meaningful resolution has been provided. My parents purchased the sofas as a matching set, however we have been pushed towards repair instead of being offered an appropriate resolution despite the lengthy delays and inconvenience caused.
For a large and reputable company, we expected much better customer service and after-sales support, especially considering my parents are elderly and the sofas are unsuitable for their needs.
We are extremely disappointed with how this matter has been handled.
Hello , We're very sorry to hear about the… Read more
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Shocking system re delivery process and the delivery people. The left hand doesn’t talk to the right hand. Can’t reply to their text messages. Will only hold the furniture for very short time - this will be painful for anyone renovating. Their delivery people just want their delivery fee and do not help to take it into the room of choice, when… Read more
it can be done in 1-2 minutes. They open packaging despite being asked not to. Their call centre does not call back when they say they will. Honestly, the sales process was smooth but everything after that was a total nightmare. I won’t use again. No way. I hated the whole process post sales. Bad. Bad. Bad. Be wary people.
Hi Mick, We’re very sorry to hear about your… Read more
We placed a deposit on a couch mid April. We weren’t in major rush to purchase a couch and were made to feel as if the pricing was the best and with fuel prices increasing couch prices would only increase further. So we committed. Get an email to advise that the couch was further discounted. $1000 bucks saving which is quite substantial. Called… Read more
and was told nothing they could do. The couch is still on order which is the most frustrating part, understand if it was delivered but considering it still 8 weeks+ away the price match should be offered/considered. Got a message from plush from my review on here and they were pretty cold also.
Hi Liz, Thank you for taking the time to share… Read more
Recent reviews
Very unhappy with how the sales person didn't mention the $125 delivery fee which isn't actually paid on your invoice. Its a nice text you get to tell you it's charged to you on delivery to the delivery team. I have no issues with paying for delivery but when I spoke to Plush about it, the guy was extremely rude to essentially tell me I was st^pid… Read more
because I'd signed paperwork with it in the fine print. Im appalled with the lack of professionalism.
Hi Cass, Thank you for sharing your feedback,… Read more
Beware! We purchased a $3000 Couch from Plush and within a few years the plastic feet protectors began to perish and unbeknownst to us exposed protruding NAILS in the feet of the couch. When we decided to move our couch from a room with carpet to a room with polished floor boards, the plastic covers on the feet fell off and those exposed nails… Read more
then badly scratched our floor boards. After going back with Plush “customer care…” about the fact that a clear design flaw caused the damage, seeking for our floorboards to be repaired due to the damage coming about from the product design flaw and subsequent failure I was told it was my fault and not theirs, with no offer to help repair my floor.
Plush/Nick Scali Head Office is welcome to contact me to discuss this matter further, after your overseas customer care team proved dismissive and with little knowledge of ACCC and consumer law compliance.
I will be reporting Plush to Consumer Affairs.
Edward W
Hi Edward, Thank you for sharing your feedback,… Read more (+1 reply)
If you purchase something and pay cash for that item and it is completely faulty. Why are you not allowed to return to and have your money refunded. If any one agrees with me please let me know. Is this not black and white.
Hi Janet, We understand your concern. For… Read more
Looks Great, But Unusable for us — Ongoing Fair Trading Complaint The Plush Odin sofa looks beautiful and is well presented, but it has proven completely unsuitable for use due to medical reasons affecting my husband. Despite testing it in-store and advising at the time of purchase that he has existing back and neck issues, the real-world… Read more
experience has been entirely different. The structure and positioning of the seating cause significant discomfort, to the point where the sofa cannot be used at all. Since identifying the issue, the sofa has not been used and has been kept covered to ensure it remains in pristine condition. Plush also arranged for an independent assessor to inspect the sofa, who confirmed that it is still in perfect condition with no faults or wear. We have contacted Plush on multiple occasions to arrange a return, however this has been refused. This matter has now been formally raised with the Department of Fair Trading, and we are currently awaiting an outcome. While Plush has offered a 70% store credit, this does not adequately resolve the issue given the circumstances, particularly as the product is effectively unusable for its intended purpose. We are seeking a fair and reasonable resolution and remain open to working directly with Plush to resolve this matter appropriately. I will provide an update here once the matter has been finalised.
Hello, Sorry to hear of your concern and we… Read more (+4 replies)
WHAT EVER YOU DO !!!!! DONT BUY THIS RUBBISH. its way over priced and there 10 years warranty is not worth the paper it printed on DO NOT make the mistake of buying this rubbish from the moment mine arrived it was damaged and yes part of it they fixed but parts of it where crushed and oh no that will come back in time now just over 5 years its… Read more
still there and there is another problem i have now oh no its WEAR AND TEAR please do not be FOOLED ITS RUBBISH AND YES MADE IN CHINA. I'm talking PLUSH in general its rubbish.
IF you buy this rubbish you will be sorry trust me .
Hi Ray, We’re sorry to hear about your… Read more (+2 replies)
Super impressed with the service I received from Ashley at Plush who provided a technical call out for my new sofa. He was extremely knowledgeable about the product, took extra time to show me some additional product features and care tips, and fixed the couch alignment issues. Three big ticks! Highly recommend Ashley Show reply
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Hi John, Thank you for bringing this to our… Read more