Nick Scali Furniture 99 Bell Street, Preston, Victoria 3072

"We have purchased the sofa last year,Now the Stitchers are coming off and the back support is sagging in,Also fabric has some colour variation,Highly not recommended buying sofas from Nick Scali because their product quality is so poor,Their customer service is not replying to the emails and not returning the phone calls either…please avoid Nick Scali."

"I would think twice before purchasing from Nick Scali. They are happy to take your money, make you wait 12 weeks (which actually turned into 20 weeks/almost 5 months) and then provide a terrible service post-delivery. After waiting 5 months for the Mazara couch with recliner, it was delivered half reclined with the mechanics not working and the footrest unable to be put back in. The day after delivery (21/10/2022) I visited the store of purchase to lodge issue to which they completely washed their hands of any responsibility, referred me to customer service and would need to wait 1-2 weeks for a response. Fed up, I called customer service that day and best they could do was a technician visit on 09/11/2022..3 weeks after the couch was delivered. Technician visited on 9th and could not fix the issue, stating a new transformer had to be ordered..of course Nick Scali did not have any in stock (funny considering they sell many couches and recliners requiring batteries)..once again, just have to wait a few weeks for one to come in. On 17/11 was notified the second tech visit was booked for 29/11..that is now 5 weeks living with a faulty couch. A different technician attended on 29/11 and turns out unlike the first technician, this guy actually knew what he was doing (this one had been with the company a long time), he took one look, tested some things and said it wasn’t the transformer at all, it just required a new battery pack for which he had a spare in the van and they always have spare. Couch was fixed that day and recliner was operational. I was extremely annoyed at the pathetic customer service Nick Scali provide and I had to wait so long for what ended up being a simple fix. Having no recourse but to wait with no ability to triage or escalate jobs/issues is ridiculous. Their products are not cheap, and the wait times are long. Add to this the lengthy wait to have your fault looked at (and misdiagnosed by an inexperienced tech) I simply wouldn’t take the risk. You also have to dispose of the packaging yourself - sub standard service. IMO Nick Scali need to spend less on advertising their Christmas/Easter/mid year/stocktake/newborn baby/christening/birthday ‘sales’ on tv every second of the day and invest in their customer and post-delivery service for the products that they do sell. Go looking for your new couch and furniture elsewhere.Would give a 0 star if I could!"

"Unfortunately like previous reviews the products take more like 15 weeks to arrive over the quoted 10-12 weeks quoted which makes it hard to plan. Initial customer service was fine though but should update their estimation process."

"The following is an overview of my experiences with Nick Scali over the last 8 months. It is truly a catalogue of unprofessionalism, mismanagement, disorganisation, and denial which can only be endemic throughout the organisation. In April last year I purchased a Josie Leather Sofa in Tan. The sofa arrived and it was the wrong colour - completely different to the colour I had seen in the showroom. Yes I was was disappointed, but these things happen, right? - they'll simply exchange it. How naïve I was...After literally scores of phone calls and emails, the organisation reluctantly sent a person over to inspect the couch for which I had to take a day of annual leave to supervise. (The photos I sent through weren't adequate enough evidence) Upon arrival, the "Technician" who arrived around 2 hours later than scheduled, deemed the sofa not eligible for replacement, despite the shade of leather not resembling the one I'd seen in the showroom in any way whatsoever. I will attach photos here to be judged I the court of popular opinion. Although very angry and frustrated, I decided to take it on the chin not wishing to cause any more of a fuss, despite the couch not fitting with my existing décor as desired. Fast forward to September 2022, when we somehow decided, against my better judgement, to order another chair from Nick Scali - this time the Hutton Arm Chair. After paying the initial deposit of $315 on the phone, I patiently waiting the required 16 weeks. Once that had elapsed, (with zero communication of course) I decided to get in touch. Well it turns out the Chair was nowhere to be found? They were initially surprised it hadn't already been delivered...More than a dozen emails and phone calls to every level of the organisation later, (Store clerks, store managers, customer 'service' teams...the list goes on, we finally discovered that...you guessed it - the chair hadn't even been ordered! I would say that I was shocked and horrified, but quite frankly by this stage of proceedings it came as no surprise, that for a company who wasn't able to return phone calls or follow up on a customers request, keeping track of a customer's order was probably going to be a bridge too far. And to add insult to injury, the reaction I received when I finally did get to speak to a manager on the phone was absolutely flabbergasting, and yet still completely in keeping with the rest of my experience - No apology, no remorse no explanation - completely blasé. He actually sounded surprised and a little put out that after all this whole performance I decided to cancel my order and put an end to this debacle. And now, after a further dozen emails (no exaggeration) I am still chasing the refund for the deposit on this chair of $315. I can only hope that somebody with some level or seniority reads this review to get a sense of the level of disorganisation, buck passing and incompetence that exists behind the scenes. Yours, in anticipation of a refund for the deposit for the Hutton Chair , a new Josie sofa in the correct colour and just a whisper of an apology."

"Very bad company with very unfair policy. They require you 35 percent deposit and it is unrefundable after 3 days cooling off period. They require the whole outstanding amount to be paid 48 hours before pick up but will automatically cancel your pick up booking at 46 or 47 hours. Their sales online team never explains terms and conditions in details about the remaining payment and ask you to sign the online agreement if you place order by phone . Please carefully read all terms and conditions in the agreement and be aware of their unfairness sales terms. If you get used to fair terms and conditions of big companies like Bunnings, you will not be able to tolerate terms and conditions in Nick Scali ‘s sales agreement.There are much more good stuffs with cheaper price than those of Nick Scali. Do not rush on buying Nick Scali’s product before doing full market research."