25,221 reviews
AI reviews summary
Pros
Verdict
Overall sentiment regarding Nick Scali is mixed, featuring a distinct divide between the in-store and repair experiences and the broader logistics and after-sales warranty process. Customers consistently praise the knowledgeable retail staff, the quality of delivery drivers, and particularly the exceptional service provided by individual repair technicians like Frank Martelli and Ashley. However, a subset of reviews indicates significant frustration with delivery delays, communication breakdowns post-purchase, and challenges or rejections when attempting to claim warranty repairs.
Frank Martelli did a great job replacing the switch on my recliner. He was friendly, professional, and attentive throughout the service. The repair was completed quickly and efficiently, and everything is working perfectly now. Very happy with the service and would strongly recommend Frank to anyone needing furniture repairs. Show reply
- +1
In October 2024 my wife and I purchased a fabric lounge suite from Nick Scali. The salesman advised us the couch would be chemically treated and that if anything was spilt on the couch, we would be able to wipe it off with a damp cloth. We had hesitation about staining on a light coloured fabric couch, but given the salesman's reassurance, we… Read more
proceeded. We also paid for the accidental damage warranty, which encompassed spillages & stains. Over a short period of time, the could material pilled, seat cushions and back rest sagged and contrary to the salesman's advice, stains from body fluids, food and beverages do not wipe off with a damp cloth. As far as we are concerned this is the worst couch we have ever had and we have wasted $6000 on a couch that we consider to be not fit for purpose and the salesman at the Robina store told us anything and everything to get the sale. Further, the first person to come and inspect the couch from Nick Scali had some very interesting and concerning things to say regarding the conduct and professionalism of staff within the Nick Scali organisation.
BUYER BEWARE!!! BUY ELSEWWHERE!!! Should be NO STARS!!! - Nick Scali Leather Products. Please do yourselves a favour and buy from any other company because this company does not stand behind their products. I now know why Nick Scali do not stand behind their leather with a reasonable warranty!!! 2 Years. Mine is just inside of warranty and they… Read more
are claiming that the pealing of the paint surface is normal wear and tear, WOW!!! after two years??? WOW you should be ashamed.
Nick Scali now have the record by more than 12 years for the least lasting leather sofa I have ever owned, and those other sofas were replaced due to changing style NOT because of leather issues.
I have a freedom furniture sofa still in the house that is over 14 years old and there is no issues with that leather, photo attached below (dark brown).
And look at the peeling on the sofa, with no wear and tear anywhere else just on the back part of the sofa on one side only.
The foam on this side of the sofa also has gone soft, again another issue I have never had before.
Reviews with attachments
A great delivery and assembly service by the Nick Scali representatives who were very polite, courteous, professional and very careful. we were very satisfied and I would most certainly recommend. Show details · 1
Very pleased after long wait but definately worth it.highly reccomend Show reply
We had an absolutely fantastic experience with the Nick Scali delivery team. They were extremely communicative from start to finish, keeping us informed throughout the delivery process and making everything so easy. They were incredibly thorough when unboxing and setting up our furniture, taking great care to make sure everything was positioned… Read more · 1
correctly and looking perfect. They were professional, friendly and clearly took pride in their work.
They genuinely went above and beyond, and we couldn’t be happier with the service we received. The delivery team are a real credit to Nick Scali — we would highly recommend them!
We had a stiff control switch on our new lounge. Craig attended and was very polite, knowledgable and helpful with some battery advice. I am not sorry we bought from Nick Scali Furniture, their back up service was exceptionally good. Show details · 1
After purchase Service call - Big thanks to Frank for getting our lounge sorted! We ran into a snag where the legs wouldn't thread in correctly, which meant we couldn't even use part of the sofa. Frank was professional, figured out the fix immediately, and got it done without any fuss. He even had me test it out before he headed off to make sure it was good to go. Awesome, quick service, cheers! Show reply
Amazing customer service from Francis at Nick Scali South Wharf. We were looking for a modular lounge and he was brilliant - so knowledgeable on frames, fabric, options - showed us a great range and then allowed us to reflect with no pressure. Delighted to say we bought the Clovelly 7 piece lounge. Delivery flexible to work for us. Customer service makes such a difference for a big purchase. Highly recommended. Show details · 1
Good product, modern design…. This site should give the customer their freedom to express in as little or few words. This is just wasting time Show reply
- +3
This is my 3 time buying from NS Excellent service and products.and delivery team is very respectful of apartment living friendly and quick at installation whilst taking care handling the new furniture. Carefree with the delivery team My home is all of NS quality luxury furniture/ lounge suite, dining table chairs, bedroom side tables, drawers… Read more · 1
side table and 2 seater electric couch for my bedroom. Very happy
I am disappointed that Nick Scali doesn't offer a service to take away the packaging especially for the amount I have spent with them over the years.
I have just had my new coffee table & rug delivered which I bought at Nickscali. From the excellent service & help i received from the floor staff at the Maroochydore store i say a big " thankyou". They were considerate, helpful & helped me with any questions I had. The pre arranged delivery went smoothly. The delivery men were warm & courteous .… Read more · 1
They were on time & worked quickly leaving no mess. I have never stopped at NS before but I won't hesitate to recommend them to friends & family. Thank you to everyone.
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The Nick Scali guys were amazing. Trustworthy and very careful in handling the furniture. Show details · 1
Love the product and the delivery team are very helpful Show reply
Very pleased with our Nick Scali coffee table..really feel i have a quality show piece..admired by all..delivery and setup went smoothly Show reply
My custom couch was ready weeks ahead of schedule. Looks fantastic! The delivery guys were awesome. Very friendly and helpful, quick, too! Under 30 minutes to unbox, haul up the hill and flight of stairs, and assemble. Very impressive! Show details · 1
Reached out about an area of the lounge that was lax. Repairman came on time, made the repair and lounge as good as new. Professional and courteous repairman. Very happy with service and outcome. Great job. Show reply
There are many options in stores, but what reassured me was the attentive service regarding the need to fit through narrow doorways and the guarantee of a product with excellent finish and durability. Show details · 1
Latest follow-ups
Ashley was prompt informative, and helpful, outstanding service Ty friendly , excellent!! Show reply
Follow-up · Hi well it’s been awhile and we have had to call out for repairs several times for our charging ports on both sides, they just keep breaking down, and yet again I have to call them ,,would be lovely to have problem solved it’s to many times now, sad to have to do this update
The delivery team took an extra mile to help me get the defect furniture redelivered same day. Thanks for the hard work. Show reply
Follow-up · The table had some rust stains on the metal legs. The redelivery was made very quickly, although the replacement still had similar defect and had to return again for 2nd redelivery.
We waited 9 weeks to get deliver of our lounge the 2 x seater came in two different colours, not sure how this happened, we are still waiting for them to rectify, when we went into the store the salesperson was less than helpful, different from when we went Into buy, we have bought our furniture from them for years, not Anymore
Follow-up · The deliver now is approx 9 week, not good enough, still waiting for account, still waiting on accounts to contact us regarding compensation, we will never buy from your company again, your customer service is terrible
Hi Val, We’re truly sorry for the ongoing delay and… Read more (+3 replies)
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Positive reviews
The dust cover on the underside of my lounge was disintegrating after a couple of years. Plush changed the service days on me (apparently a glitch in their system), which was a little inconvenient. But the service man Frank Martelli turned up early, was pleasant & got the job done. Thanks Frank! Show reply
Ashley was amazing, informative, professional and highly skilled. He fixed our issues with battery and headrest quickly and informed us of lots of other things too. Show details · 1
Frank Martelli came out to fix an issue we had with our auto recliner coach. He fixed the issue quickly and he was very knowledgeable, also provided me additional information with regards to the availability of battery setup for the coach. He left the area where he worked clean and neat, and provided an all in all professional service. Show reply
Negative reviews
I tried mediating before publishing this review but it doesn't seem they read it so I'm just publishing it. I was just getting a quote for delivery for TV unit for delivery and it took nearly an hour of time. First I had to call for a delivery quote. I call them, select the option for delivery, then I'm asked to say what my enquiry is in regards… Read more
to. Love having to find somewhere quiet because I have to hope a bot understands me.
Then I select my state on the dial pad and get put through to someone who can't help me with a quote.
Tried their online chat, had to again go through a bot, go put on to someone who didn't even say hello for the first 10 minutes and I had to keep asking if anyone is there.
Only about 20 minutes into the chat do they tell me they can't give me a quote and put me through to someone else. They talked to me for 20 minutes only then admit they can't give a delivery quote the only thing I've asked them about.
That someone placed an order without me agreeing when again I just want a quote for delivery.
Go to Amart or Temple and Webster, or Lounge Lovers type your address, and you're done. Way cheaper too. Amart out sources their support but calling a store gets you through to someone who knows what they're talking about.
Hi, We’re truly sorry to hear about your experience… Read more
Terrible quality furniture, looks nice but the 1st set arrived with minimal and substandard cushioning ( you could feel the wooden frame of the footrest as it had literally NO padding, just material) ,so after a LONG wait, ignored emails and phone calls, the replacements finally arrived, only to have the padding/cushioning collapse again within 6… Read more
months!!! So unless you're interested in paying premium price for terrible communication and substandard quality products...
Hi Annelize, We’re truly sorry to hear about your… Read more
Deceitful - buy LITERALLY anywhere else – Worst purchasing experience ever. Don’t deliver on promises, do the bare minimum once you’ve paid your money. Even when agreed, months of inaction on minimal ‘restitution’. Would literally buy anywhere else given the option. Spent over $5k on couches that were ‘in stock and available by end of week’ to have a ‘computer issue’ turn it into a 13… Read more
week wait. Upon following up, was informed that they would never have agreed to immediate delivery… but if I wanted what I had agreed and paid for I could wait and see. Paid additional funds for delivery, paid additional for extended warranty only to be told it couldn’t be honoured. Was offered a refund of $95 for the difficulty, which I have had to chase for months. They are scammers. They work harder to screw their customers than making and selling their products. Avoid at all costs. Buy from AMart or wherever… at least you know that’s going to be a disappointing experience… but if you buy from Nick Scali expecting it to be any more enjoyable or easier you are going to be very disappointed. A farce of a business.
Hello, We sincerely apologise for the extreme… Read more (+1 reply)
Recent reviews
- +3
Nick Scali’s delivery drivers put scratches in our newly installed timber floors when delivering our couch. They acknowledged the damage at the time, reassured us that it would be rectified, only to back track and refuse to take responsibility. Replacing the floor has been quoted at over $3,000. Nick Scali didn’t respond to my initial email and… Read more
after following up, are claiming they have a system outage preventing them from advising whether they will cover the costs of replacing the flooring and have not given any indicative date for when they will advise. Our experience with Nick Scali has been an absolute headache. Avoid this company at all costs as their customer service is atrocious.
Clear communication - messaged to confirm time prior to attendance and was on time. Quick, efficient and clean. Frank ensured that our lounge was respected and our home. Show details · 1
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Hi Bob, We’re truly sorry to hear about your… Read more