Nick Scali

The best furniture you will buy anywhere. So much to choose from. Pretty good service too

We are absolutely APPALLED by the quality and service from NS. We purchased our recliner couch which took 4 months to arrive. Upon delivery a few of the “legs” were wrong so the drivers returned our couch to get fixed. We received a call just hours later saying it had been fixed and will be delivered again now. On delivery the “fixed” legs were GLUED back together. Our almost 4k couch had wet glue all over it. We refused to accept. It was then returned the next week fixed properly however the driver ripped a hole in the couch when installing for the 3rd time. After many weeks and calls getting no where we finally had a technician out to let us know it will be replaced by will take up to 20 weeks. We were disappointed but sure. Now our couch is 1 MONTH old and the electric recliners have zapped us on multiple occasions and on and off stopped working. We’ve had nothing but issue after issue. Email and phone call after phone call. We’ve tried to contact management and AGAIN gotten no where. This is a joke, we need to be compensated for our time and money wasted but NS customer service is a nightmare. DO NOT RECOMMEND! Please do not shop here!

Placed an order for a couch and called in to make a change. Got told that I could as it hadn’t been made yet by two people, to later be told that “they’re based in Manila and don’t know what they are talking about” a bit unprofessional coming from a store manager who told me to call their customer service team which I did! Very disappointed in the service I have received this far.Regardless of where an employee is based, they represent your company.Requested a call back from the regional manager 1.5 weeks ago to have this issue sorted but still waiting on a call.Very disappointing considering I was told by two people (John and Elle) that there would be no issues with making the couch half a seat smaller..

Twice now I have tried to purchase from NS. The first time I was wanting to buy a glass console. Was told that I couldn’t collect myself and that it needed to be delivered as it was glass, fair enough, didn’t purchase. The 2nd time wanted to buy ex floor stock, but was told it had to go to central office and then could be despatched to me at a cost of $80. All I wanted to do was to buy it and put in my trailer and drive 2kms home. Won’t be visiting or buying NS again, we go online and buy competitor product. Bad bricks and mortar experience.

Nadima at Frankston store is a lovely lady and very helpful. However to order in April for June delivery amended to September is unacceptable. Last Saturday a week ago we ordered a TV unit which is in stock and a rug, fully paid for. A week later I've heard nothing about delivery and some of the items I've been waiting for for over 3 months are also in stock. JUST DELIVER THEM TO ME. I bought a dryer from Harvey Norman over the phone last week and 3 hours later I picked it up. Not good enough NS.

The entire experience dealing with Nick Scali was sub standard and a surprise given the amount of advertising they do on all media fronts. When we purchased our twin couches in January 2021 we were told they were locally made, which was a priority for us, and that delivery would be 10-12 weeks but they were running at 10 weeks. You are given an Invoice number and you can track your delivery. So after 8 weeks I logged on to find that our couches had been manufactured, nothing entered against delivery time. I waited another few weeks, checked again, nothing had changed, so I rang my Frankston store to enquire. This is when I was advised that our Chinese made couches were on a container bound for Australia. I was livid. The Manager told me the salesperson had lied to me and was no longer employed.5 ½ months after ordering, our couches arrived. Severely dented by the packaging. I was not happy, rang the Warranty Dept, which is an overseas call centre. I sent photos and was advised to wait 2 weeks for the “dents” to vanish. After 2 weeks with no signs of change on my couches, I rang again and was advised to wait 12 weeks. This was standard they told me. The back of one of my couches had stuffing missing, was unsightly, which was visible from anywhere in the house.Long story short, 2 technicians came to look at the damaged couch, after repeated calls on my behalf. Nick Scali do not call their customers - ever. They use texts for all communication, coming from various different mobile phone numbers. Repeated requests for an email answer to my queries did not eventuate. They (aka call centre) came to the conclusion it could not be fixed and would need to be replaced. So in June 2022 I received my “new” couches and they were more damaged than the old ones. Same defect of missing stuffing. I asked for a refund and was told by the call centre person it was normal for the couches to show dents once taken out of their packaging. I asked to speak to someone in Australia and was told that was not possible. The delivery driver told me to ask for a specific technician who had vast knowledge. I was lucky enough to get him to come out, after I demanded it of the Call centre staff member. After spending 2 hours with a heat gun and pulling the leather off the couch and adding some stuffing I now have a couch that is acceptable. The quality of the couches are not good. After sitting on one couch for 2 hours the leather has already sagged.I would never buy from Nick Scali again. What company communicates with their customers via text only? Dodgy ones I say.

I came into your store and I did two laps of your store no staff around and had to wait.. I was approved by a lady who said she wouldn’t be long.. she asked if I had a question.. not if I wanted help. Very degrading! I told her I wanted to purchase furniture and she was was nothing but rude and degrading again. I wanted to do pick up but she was more interested in asking me if I had a reputable business which was none of her business.

Recently bought a coffee table from this company and they sent out the wrong legs, because they couldn’t put it together they told me I had to pay remainder balance to get a new one quicker. It’s been 2 weeks now and I’ve received no call backs on the ETA. They’re happy to take your money and also more than happy to keep you waiting forever.I’ve also received a damaged couch start of August and had a guy come out and do the warranty check on it, came with a burn mark and light yellow stains on the cushions. 2 months later still no resolution and no call backs. No one will take my calls let alone tell me what is going on.Extremely unprofessional, would recommend them to no one. Stay away from this company unless you want to be robbed.

All I have to say is - DO NOT accept any delivery from these guys if there is even a slight hint of a defect. Be sure to tell them to load the delivery back on the truck and do not sign for it.Shocked by the appalling customer service so far. Purchased a new couch, waited 4.5 months for it to arrive - no problem, we expected a wait. It arrives with a dirty scuff mark on the arm. It's a cream couch so completely obvious. I point it out to the driver and he tries to get it off with a wet cloth, making it worse and scuffing up the material, adding another fault. He says he is just the delivery driver, I need to sign for the couch and call Nick Scali to report the damage. I sign with a highlighted note to say I have received the couch but that the item has an obvious defect and needs to be rectified.I immediately call the customer service team and am told to send images through. I send them through, 2 days go by and I don't hear anything. I call to follow up and the service person tells me I never should have accepted the delivery.Then I am told they will send someone out to clean the mark off the couch. Now I need to wait 1-2 weeks for someone to come out and attempt to clean it.So, do yourself a favour and if something faulty arrives, just tell them to load it straight back on the truck.

Incredibly poor customer service with no communication, compassion or care, and significant lack of professionalism, including blaming myself as a customer for their own wrongdoing with regard to delivery.A formal complaint has been sent and I am awaiting a response.I would strongly recommend going anywhere else but Nick Scali, despite being told by a family member of their poor experience with the Frankston store I decided to take the risk, and wish I hadn't. I would highly recommend taking the poor reviews into account with your decision.