Nick Scali
Reviews and Complaints

Where is our furniture Nick Scali ?

They promise a 13 week delivery period and then they break that promise. 13 weeks pass and still no furniture, but luckily for them they include a 3 week buffer in the contract they make customers sign. Even then, they cant keep their promise and 16 weeks pass and still no furniture. Every 2 weeks you receive another update ''Furniture will be delivered next week'', the same message the next week and the next week and the next week until who knows when your furniture will arrive! You would think ordering upmarket furniture from an upmarket store you would receive premium service - well what a joke! Its all promises and sales without any delivery. To say we are BEYOND DISSAPPOINTED is the least words I can use on a public forum. The staff couldnt care when your furniture is delivered. Not their problem. They just keep telling us another week and another week! Do yourselves a favour and buy from another furniture store - it will be cheaper, the service better and the delivery quicker PLUS they still make you pay for delivery costs.

I have had 3 batteries fail on recliner sofas bought 18 months ago. Nick Scali have told me they no longer use the supplier due to poor outcomes with batteries BUT they will not help me.

The solution is for me to spend another $900 to replace the batteries despite them breaking down inside 18 months of purchase. Seems a poor customer expereince and no responsibility taken by Nick Scali customer resolution team.

Absolute disgrace and still waiting for my complaint to be addressed. This wont go away by ignoring me. I waited 25 weeks for a sofa to be delivered. Expected delivery dates were promised and not met over and over, getting a different story from every department. You were happy to push the sale from the start and sent multiple emails and calls to ‘lock it in’ before the sale ended, but then not hold up your end of the sale. Promised Senior Management would call me, no response. CEO complaint raised, not response from him either. I’ve had to raise an ACCC complaint. I have email evidence to back up everything I’m saying. Don’t you dare cut paste that generic response you have on every other one star rating, that just show how unengaged and zero care factor your company has towards customer service.

One of the most incompetent companies when it comes to customer service. In the past year I've purchased: dining table, bench, chairs, bedroom furniture, TV unit. The TV unit has delaminated and split. Unfortunately the after service is woeful, with no recognition for the custom brought to the company.

Multiple calls to their, at times rude and condescending, customer service team have resulted in multiple failed promises. The supervisor 'Jim' who refuses to call you back is the worst of them, although 'Randle' also entered an argument with me on the phone and the subsequent phone call lasted 50 minutes with NO resolution for my issue.

In total, three failed attempts at organising a technician to look at my furniture to further my complaint.

I could not suggest to use Nick Scali to anybody, and I urge you to look elsewhere. Truly the worst customer service I've had the dissatisfaction of having to endure, and I urge Nick scali to review their practice.

I will be following up on other avenues under consumer law, and will continue to spread the word to avoid this terrible company.

We bought, our new furniture from our Local Nick Scali store in Robina, believing we were spending good money to get great quality products, we spent close to $12,000 and were so disappointed. "Slab Range" Buffet, Coffee Table, Lamp Table, TV Entertainment Unit, Buffet and 2 Leather Lounges.

The Buffet delivered was a different one to the one we paid for, I told the delivery guy it wasn't ours (it was floor stock, so I took a photo and video instore before I signed a waiver) It looked nothing like the rest of the products they delivered, "oh leave it here and NS will call you" he told me. This was 6th sept. I had to call them the next day, provide photos etc and then wait, On the 15th Sept, still no response and multiple calls to their hopeless Customer service department (off shore of course), I did a google review and that started my claim off. Finally weeks later it was delivered but not the one from the store floor (I know this because one of Doors had different natural marks on it.

After a few weeks one of the Doors on the Buffet began dropping and catching, so I put in a warranty claim for it along with the Entertainment Unit

(as this had the same issue) These were rectified this week when their service technician came out and fixed the Hinges on both pieces.

Meanwhile the Lounges get delivered last week and after installation ($110.00) thankyou very much, we realised the seats were missing the Brackets that hold them together and the 2 Seater fell apart as my husband tried to get out of it. This has been rectified this week.

So "Word of Mouth" is a mighty thing, all I can say is don't be fooled thinking you are getting good quality and paying for it and expecting a good customer service experience, because that is just not the case with Nick Scali.

I will keep this novel-length story as concise as I can. Just let me say BUYER BEWARE.

So much for the fancy slo-mo TV adverts for this company.

I moved into a new place and have been sitting on the floor while I look for a suitable sofa to buy. I am 58 years old.

Rather than wait for weeks for a sofa to be made for me, I purchased one at the Clearance store which was ex demo floor stock and available immediately. I handed over $2000 after which it all went pear shaped.

I was told I could not arrange pick up by my professional removalist, I had to use their contractors, whom I pay directly, and the company takes no responsibility for.

I have been given several delivery dates, changing week by week. I have lost income due to this.

My sofa was taken past my home to their warehouse where it has been for several weeks.

The warehouse is 4 minutes from my house.

I had interstate visitors last weekend. We all sat on the floor.

If you have an issue with your purchase, you will experience a roundabout of excuses and read responses from their call centre (I believe is located in Manilla)

They can do nothing to help you. They will promise to look into your matter and call back. They don’t.

I have been told by the company that I am making unreasonable requests. (To have my item which I have paid for, delivered, 4 mins away, so I can use it)

The longer this goes on, the more people I tell my story, well done Nick Scali.

So off I rush to my local store in Cockburn yesterday to grab a bargain on a rug in their clearance sale. Great I thought but no - can't have the one in the shop because they don't like empty shelves. Can't collect from tge warehouse because it's not allowed but you can pay $50 for delivery! That's the only option. Absolutely ridiculous - hey Nick Scali don't advertise a sale price which you clearly cannot buy the item for - that is FALSE ADVERTISING and embarrassing for your staff. BTW I purchased 2 rugs from your neighbour's shop and took them home same day. So much more convenient.

Shopped in the Helensvale store at sale prices

Had to wait weeks for delivery and the price dropped in between delivery

No attempt to honour the new reduced price even though we didn't have our order yet.

Deceptive conduct

Nick scali lack any integrity

Date of experience: 04 November 2023

1

Response from the owner 5 hours ago

Hi Michael,

We’re sorry to hear about the price of the item and know we can always do better. Rest assured, your feedback will be based on to the relevant team because all parts of our business are committed to improving. Don’t hesitate to reach out if you have any suggestions or comments, please email us at [protected]@nickscali.com.au. Thank you..

Sincerely,

The NS team

This company manufactured goods are going down-hill but remain at a high price.

Purchased sofa and arrived 3 months later. Straight away I didn’t want it. The sofa is misaligned. The footrest was not working, the back flap is crinkled up, the stitching is tight causing puckering and creases.

I emailed and they sent a technician.he oiled the mechanism for the footrest, it appeared to help. But no assistance for the other complaints. Then Nick Scali sent an individual reviewer to examine and write up a report. This report stated sofa final product is within Nick Scali guildlines. Such poor workmanship is not quality that Nick Scali stated in advertisements.

The Nick Scali staff and after sales service does not exist to assist. I will not contact again, will save heaps, of additional stress…

I really felt like all technician, reviewer and staff are applying to poor after sales service, which maybe is Nick Scali’s “guidelines”.

The last call I received from a Manager, Harry and he said NO WARRANTY for me. That is when I wrote here.

NOT WORTH THE PAIN, STRESS, EMAIL/RINGING, FROM THIS COMPANY.

Filked with so much dirt, food scraps, pen pencil hair ties, the couch we bought from Nick Scali is definitely one that has been used for years in someone's home. Popcorn pieces, tv snacks carton etc and such a build up of dirt there's no way it is new!

We called the salesperson after it was delivered and we realised what we had and instead of her being surprised at what we told her she simply said we signed the invoice showing no return or refund!

Yes we signed that knowing it was discounted due to sun fading on one side but it was sold to us as a new couch not a 2nd hand one!

The video below shows only a tiny portion of the filth that is in this couch but longer video could not be uploaded

Dear Sir/Madam,

Order Number 52924

The dispute is as follows:

On 22nd October 2022, I paid a deposit of $2,014.95 to Nick Scali Nunawading for the purchase of a lounge suite to be delivered in the new year.

On 27th February 2023 I took delivery of the lounge suite and paid $3,731.95 as full and final payment (total amount $5,746.90) for the suite which had been delivered with an additional amount of $115.00 paid directly to the driver. I am not disputing the $115.00.

First off, I was not comfortable sitting on that couch. I kept on sliding forward when trying to stay seated. I called the Nick Scali showroom at Nunawading and a technician called soon after. I think it was around April as I had been away. The first technician was looking for structural mechanical problems. He concluded that there were none that could be fixed by him.

As time went on, I found the couch more uncomfortable each day. I determined that the reason I was sliding forward was that the foam or rubber under the leather cover was not firm enough to hold the weight of my legs, ( my husband experienced the same problem and will not sit on it), thus making me slide forward. I called again the showroom, and they sent another technician. This technician, although not admitting any structural defect, looked every which way to see if the problem could be rectified. He saw how I slid forward when I sat down, and he took a video of it. In the end, he said that he had to make a phone call. He went outside to make his phone call. When he came back upstairs, he became a little belligerent. He declared that the couch was not defective. And according to him, that was the end of it. However, to me, saying that the couch was not detective and that I had wasted nearly six thousand dollars on was not acceptable. I went back to the showroom and sat on the sample couch, and it definitely was not the same. But of course nobody sits on the showroom couch for 2-3-4 hours at the time. Another technician came on Tuesday 27th June. The appointment was for 2.00pm to 3.00pm. My teen granddaughters were with me on that day, and I took them shopping, planning to be home by 2.00pm. At 12.00pm, I received a call from my husband that the technicians were there. I had to cut our lunch short to rush home. When we got home 20 minutes later, I said to the technicians that they were supposed to come at 2.00pm. To that, the thug who paraded as a technician sort of brushed me off and said something like “and so what?”. While I was not there, they had examined the lounge suite, and he had determined that the suite was not defective. He started talking loudly and rudely to me saying that I was old and short in stature and that I had bought the wrong couch (I am 150 cm tall and weigh 58 kg and yes, alas, I am 80 years old). He went on to say that the salespeople should have advised me that that lounge suite did not suit me. He was so loud that he made my skin crawl. His name was Muso. He left and said that Nick Scali’s office would call me in the next 3 days. The next morning, I received a call from a Paul from Nick Scali’s Sydney office. He more or less told me the same as Muso. When I remonstrated the rudeness of the thug he sent to my house, he merely said that Muso was an assertive and direct person and that it was his character. He said more or less to suck it up and that I made the wrong choice and that was that. I told him that my son had a similar design lounge suite which was purchased at Gainsville, and it certainly was comfortable. He just scoffed.

I told him that I would lodge a claim with the CBA, and he warningly told me not to do that. I asked him why should I not do that and if I risk being injured if I did, (in view of the thug he sent to intimidate me) to that he cut the call short and said there was nothing else he could say to me.

I went back to the showroom and told them about what happened with the thug sent to my place, and they were horrified. They emailed head office.

The following morning I again received a call from Paul, offering me a credit voucher for 70% of the purchase price which totalled $5,746.90.

I refused his offer. I made a claim with the bank since I paid with my MasterCard as the product does not fit the purpose according to the Goods Act.

Therefore, I am asking you to help to get my money back in full.

Thanking You

Regards

As a customer of Nick Scali, we recently purchased a few items and unfortunately, one of the items we received was faulty upon delivery. Despite being informed that the issue would be resolved, we were left waiting for weeks without any action being taken. Eventually, we received a text message offering us a store credit of just $50 which we deemed unacceptable given the circumstances.

After making it clear that this resolution was not satisfactory for us, the matter was escalated to the next level and we finally received an apology and assurance that the item would be replaced. However, the experience of trying to resolve this problem was incredibly frustrating and the staff at the Midland store were notably rude throughout the process.

Their explanation for the issue with our coffee table- that it had a "natural flaw" due to its concrete construction- was unacceptable given the clear scratch and gauge on the item. In addition to their lack of communication and follow-up, their attitudes towards us as customers were unprofessional and unacceptable.

Unfortunately, this experience has left us uncertain about whether we will continue to shop at Nick Scali in the future. While we understand that issues can arise with products, the poor customer service we received during this process has left a sour taste in our mouths. We certainly will not be returning to the Midland store. As consumers, we expect better treatment when dealing with these types of issues and we hope that Nick Scali takes the necessary steps to improve their customer service and repair processes moving forward.

I recently had an experience with Nick Scali furniture, purchasing a lounge from their Osborne Park store in July. At the time of purchase, the saleswoman assured me that it would be delivered within 6-12 weeks, and that I would be updated every 6 weeks on the expected delivery date. However, this was far from the reality that I experienced.

Despite never receiving any communication from the company, I repeatedly reached out to them to inquire about the order, only to be met with increasingly delayed expected delivery dates. It was frustrating to go through the process of calling them multiple times, only to have the delivery date pushed back further and further each time.

Furthermore, I was appalled to learn that the delivery of my furniture was expected to take place on December 22nd, just days before Christmas. When I expressed concern about this timeline, I was given a dismissive response and was even told to call dispatch myself to inquire about their delivery schedule.

What's worse, Nick Scali refused to issue a refund despite their inability to deliver the product as promised. Their lack of customer service was truly astounding - it felt as though they were solely focused on squeezing money out of customers rather than actually fulfilling their commitments and ensuring customer satisfaction.

Ultimately, I was left feeling scammed by this experience, having paid thousands of dollars without receiving the product or even a reasonable expectation of when it would be delivered. I cannot recommend strongly enough that others avoid doing business with Nick Scali at all costs.

I recently had a shopping experience with Nick Scali, specifically at their Cannington branch, and unfortunately it has left me with a negative impression of the brand. I was initially in the market for a concrete dining table and found one that I absolutely loved in-store. However, after placing my order and having it delivered to my home, I was disappointed to discover that the wrong table had been sent to me not once, but three times. Each time, I received a dining table with a different color or top finish that was not what I had originally chosen. Of course, I returned each incorrect delivery and made my way back to the store to complain.

Despite my frustration, I decided to give Nick Scali another chance and selected a different concrete dining table that I thought might suit my needs. Unfortunately, this too turned out to be a rocky process. The store manager had to give me some additional information about the table, but after waiting several days for a response, I was left with no choice but to cancel my order and ask for a full refund for the money I had already spent.

Overall, I cannot recommend Nick Scali as a brand, based on the poor customer service and the negative experience I had with their product stock and delivery. While I had hoped for a different outcome, I was let down by the company and would suggest others avoid making a similar mistake.

My experience shopping with Nick Scali has been nothing short of a nightmare. I can confidently say that it has been the worst experience my family and I have ever had when it comes to buying furniture, both in New Zealand and abroad.

To start off with, I was not happy to find out that the sofa set I purchased was actually manufactured overseas. The salesperson who helped us deliberately kept this information from us, and we only found out when we started to wonder why it was taking so long for our order to arrive. After waiting for approximately 16 weeks, we decided to call the store to inquire about the delay. All we were told was that the information about the sofa set being manufactured overseas was in the contract that we had signed earlier.

The final straw came on the day of delivery, when the driver informed us that according to Nick Scali's policy, they would not take the packaging away with them. This was incredibly frustrating and disappointing. When I reached out to customer service to express my concerns, I was given a similar response: "It is in the contract". This was not the customer service experience I had expected.

While it may be true that we were covered by the terms agreed to in the contract, our trust in the salesperson turned out to be misplaced. The fact that we were lied to and misinformed does not sit well with us at all. As seen in the photo attached, the delivery team left behind a mess that we were left to clean up.

Taking all of this into consideration, I cannot recommend Nick Scali to anyone looking to purchase furniture. The poor customer service, lack of transparency, and false advertising is not worth the headache and hassle.

I recently had a very negative experience with Nick Scali's Castle Hill store and I would not recommend them to anyone. I ordered a lounge in early September and was promised by the sales staff that it would be delivered before Christmas. However, come mid-November I had not heard anything from the company and had to call to track my order. I was told that the estimated delivery date for the lounge arriving in Australia was the end of December. Needless to say, this was extremely disappointing as I had hoped to have my new furniture for my Christmas party and my son's birthday party.

To make matters worse, when I tried to contact the store or the company, I was met with unprofessional and rude responses. The store manager, Joe, did not seem to care about my concerns and repeatedly told me to just wait for the delivery without offering any solutions to help expedite the process.

All in all, my experience with Nick Scali was very frustrating and stressful. The company's lack of professionalism and customer service skills left me feeling like I wasted my money on a product that only caused me undue stress and hassle. I will not be purchasing from Nick Scali again and I would caution anyone considering doing so to think twice.

Before making any purchase from the Nick Scali website, it's highly recommended that you read through their reviews first - Google 'NICK SCALI REVIEWS' and you will see that the website has a mixed rating of 2.83, indicating that many customers are not fully satisfied with their purchases.

Let's take a look at one customer's experience when purchasing a sofa from Nick Scali. They spoke to one of the staff members and expressed their concern about delivery time as they were moving into a new home and settlement could occur anytime between July and the end of August. The staff member assured the customer that delivery could be arranged at any time they wanted.

However, things did not go as planned. The customer received numerous text messages and phone calls regarding the delivery of their item. Unfortunately, their house wasn't ready to move into yet, so they requested an extension on the delivery date. To their dismay, they were informed that there was no place to stock the item and they could not extend the delivery date.

After a few weeks, Nick Scali finally rescheduled the delivery, but the customer is left with a few questions. Did the staff member who sold them the sofa not know about the policy of the store? Why did they not inform the customer about the lack of storage space when they expressed their concerns? It seems to the customer that the staff member was only concerned with selling the merchandise and did not care about customer service and support.

All in all, this experience has left the customer extremely dissatisfied with their purchase from Nick Scali, and they vow never to buy anything from them again.

Recently, my mother and I tried to buy a couch from Nick Scali's website, and it was an incredibly frustrating experience. We were optimistic about the purchase and paid for the couch in January 2021, but even after several follow-up calls, we realized that they had forgotten to take down our address. This mistake was a big red flag for us, and we started to feel like we were dealing with scammers.

The wait time for the couch delivery was estimated to be three months, but it has now been five months, and they have told us that we have to wait for another month. This unreasonable delay in the delivery of the couch and their lack of communication has been a disappointment for us. Moreover, their customer service representatives seem indifferent and unapologetic about the inconvenience caused.

Our experience with Nick Scali's website has not been comparable to those of other stores that we have dealt with. For instance, I was able to buy a couch from Harvey Norman in the pandemic peak, and they delivered it to me in two and a half months. Even though I was told that I might have to wait three months for delivery, they still delivered the couch earlier than we expected.

I would caution anyone considering purchasing furniture from Nick Scali's website to avoid the hassle that we went through. It would be best to spend your time and money with businesses that value your business and respect your time. In conclusion, we have been left waiting for the couch for six months now, and the void in our living room stands as a reminder of the poor experience we had with Nick Scali's website.

We recently received our dining table from Nick Scali, and unfortunately, we encountered a problem with the table top being damaged. We brought it to the attention of the salesperson we spoke with a few days later when we returned to shop for more furniture, and we were pleased that he offered to have the table repaired or returned.

However, things began to go downhill quickly once we began dealing with their back office team. They seemed to be entirely incompetent and made the entire process a complete nightmare. They asked for photos, which we provided, and were initially told that the table would be replaced or repaired. But then, we received a call notifying us that the table wouldn't be fixed because we had moved it to another room. This was not possible, as the room we had assembled the table in was too small to open the table and move it to another room.

We escalated the case, but the experience only got worse when we were confronted with a new, incredibly rude agent. She asked for more photos, and each time we provided her with what she asked for, she would change her mind about what was required to resolve the issue. It became so stressful that we finally had to inform her that it was no longer worth it, and we cancelled all orders we had with Nick Scali. We will never consider them again for any of our furniture needs.

Overall, our experience with Nick Scali was nothing short of disappointing and frustrating. We were happy with their initial offer to repair or replace the table, but their back office team's incompetence made for an incredibly stressful situation. We'd recommend that anyone considering doing business with Nick Scali be cautious and aware of the challenges that await if something goes wrong.

I recently had an incredibly disappointing experience with Nick Scali and I feel compelled to share my story with others who may be considering shopping with them. My initial excitement about purchasing a sofa quickly turned to frustration and sheer disappointment as my delivery date was pushed back time and time again. What was supposed to take 10 weeks at most has turned into week 19 with still no sofa in sight.

To make matters worse, once Nick Scali had made the sale, they completely disregarded me as a customer. Despite my constant attempts to reach out for updates, I was met with silence and no response. Their customer service team was completely unhelpful and the people in the store simply pointed fingers to the couriers. I found it unacceptable that even with the difficulties associated with Covid-19, other suppliers were still able to deliver on time, but Nick Scali could not manage to do the same.

This delay has not only cost me valuable time but actual dollars. I have already paid more than the price of the sofa itself and there is still no end in sight. What is even more frustrating is that Nick Scali has refused to provide me with a refund or any solution to this situation. As a huge company, it is clear that they have the resources to help their customers, but instead they choose to ignore them. I have been completely ignored for over 4 weeks now and have received no correspondence regarding my delivery - which is now over 8 weeks overdue.

Overall, I would strongly advise others to steer clear of Nick Scali. While they may seem like a reputable and quality furniture store, my experience has shown me that their customer service is incredibly lacking and their priorities lie elsewhere. It is unacceptable for a company to treat its customers in such a manner and I will not be returning to Nick Scali in the future.

I recently had an experience with Nick Scali (nickscali.com.au) that left me feeling disappointed and frustrated. I had purchased a dining table from their St. Lukes location, but had a change of heart due to the colour and design. When I went to cancel the order, I was informed that I would be charged a cancellation fee of $45. I was shocked that a company as large as Nick Scali would charge their customers for cancelling an order that had not yet been delivered. I had only made the deposit a day before and changed my mind the next day. It didn't seem fair that I had to pay a fee for something that hadn't even been shipped yet.

Unfortunately, this experience wasn't the only negative one I've had with Nick Scali. Just the other day, I received a call from a salesperson informing me that I would still have to pay a separate delivery fee for an ottoman that I had purchased along with a bed frame, even though I had arranged for them to be delivered at the same time. This seemed to be another example of poor communication and customer service on the part of Nick Scali. It's unfortunate that a company with such a large presence in the furniture market would have such a disregard for customer satisfaction.

In my opinion, Nick Scali's customer service is lacking. The staff members are not very friendly and often poor communicators. The company's policies are also not consumer-friendly, which can lead to financial frustration for customers. It's no wonder that fewer and fewer people return to Nick Scali for their furniture needs.

Overall, my experience with Nick Scali has left a bad taste in my mouth. I would advise others to think twice before buying from them and to consider other options that prioritize customer service and satisfaction.