- +5
Beware. what gets delivered isn't always the same quality as what you see on the floor – Saw a magnificent timber TV console - we fell in love with it and bought it on the spot - discounted to $1900.00 Imagine our dismay when what arrived had a highly visible patch on the front, multiple tools marks and a few gouges. Nothing like the beautifully sanded piece of perfection in the store. WE complained and after a few weeks of chasing up central office, and multiple excuses on their part - they delivered a second one. we refused delivery as it was marginally better than the one in our possession but still not up to the standard of the showroom piece. At this point, we suggested that they swap the inferior product we had with the one on their showroom floor. They refused. We then asked them to check the next one they brought out before delivering it to make sure it was of the same quality. several weeks later, after chasing them up again (head office), they informed us that none of the ones in stock were of the same quality. They still refused to swap it for the showroom one. when informed I was prepared to go to Consumer Affairs, they agreed to refund our money plus delivery charges - which they did (and picked up the crap one they tried to palm off on us). The store employees were dismayed but hamstrung by their head office.
I find it bizarre that a company which spends so much money on promoting itself as a purveyor of quality goods is prepared to break consumer laws by selling products which are so inferior to the product on display. Clearly, they rely on the average customer accepting rubbish when too many obstacles are placed in their way.
we wont be buying anything from them again and have advised all our friends not to as well.
Shame on you Nick Scalli.
- Store Location: WA, O'Connor
Someone has just informed me that the items that appear in Nick Scali's display stores are the best samples and prior to being placed on the showroom floors, considerable custom work is done on them to make them look even better. That explains a lot!
given your response that the markings on our tv console were "natural markings" and that the markings on the console we received " do appear more prevalent" than the display model - I have added 4 more pictures of the furniture item you sent us. These clearly depict the "natural" tool markings. Re the few natural knots - be reminded that there was not one knot on the display cabinet - it had been sanded to perfection.
for anyone not aware of their consumer rights - see the Australian Competition and Consumer Commission's publication on your consumer rights at external link
The applicable clause here is :
There is a guarantee that if you have chosen goods based on a sample or demonstration model the goods must match in quality, state or condition.
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Hi Merlin, I'm sorry to hear of your concern and for the inconvenience this may have caused you.
From looking into your order, it seems the markings on your TV units were natural markings which can be expected and although the markings on your original TV unit do appear more prevalent to the item in our showroom, this is not considered a fault or defect in the product. I apologise if this hadn't been the outcome you had hoped, however, I do appreciate you taking the time out of your day to provide us with your honest feedback; allowing us to better the Nick Scali experience in future.
Thank you for your time.
Sincerely,
Hayden Nick Scali Customer Care
And this is exactly what I expected to hear back. The truth is that the displayed product was the only one without any imperfections it had received considerably more sanding as well than the others, as such it was not representative of the stock you were selling. If that wasnt the case, you would have been happy to replace the one we were given with the display model as asked. Very disappointed but not surprised. Evan