Nick Scali Furniture

"If there is 0 star, I would give it to them. Nick Scali is a hopeless giant company. They refuse to help their customers with an excuse of they are a huge company with over 100 stores. Riduclous excuses!!! Never buy from them... They just take money from customer, but no customer care at all. Lots of other companies like Coco Rublic, Kings Furniture, Harvey Norman has much better service than them....."

"A lack of accountability and honesty from Nick Scali Customer Service Team NB : This is not a direct review of the Alexandra store, but rather the Nick Scali customer service and escalations team. Members within the Alexandria store have actually been in support of our position. We purchased a couch from Nick Scali earlier this year. The colour of our couch was selected based on that of a light grey demonstrator in store (see photo #1). Upon receiving our couch however, it was clear that there was a large difference in colour as we had received a blue-green couch (see photo #2). We went back to the store to confirm this, where we met the salesman who sold us the couch and showed him the photos of the one we received. He agreed that it was, in fact, a very different colour and advised us to raise a service request. This process involved a technician coming with a swatch of the colour we purchased and putting it in our couch - which although was more grey than our couch, we were told it was within an acceptable tolerance. The swatch was then compared with the demonstrator in store, which turned out to be even more grey than the swatch. But again we were told that it was within acceptable tolerance. Clearly the only way to see whether there was a difference in colour was to put our couch next to the demonstrator. Instead the escalations team has tried every avenue to avoid a direct comparison of the couches, and in the process of doing so, has refused to accept responsibility for this issue. After numerous calls with the escalations team we spoke with Nerida who initially agreed with us upon seeing the photos (as multiple other members of the Nick Scali team have also) but on a later call had changed her mind for unknown reasons. This is despite the fact that the in store salesman confirmed to us that she did see a discrepancy in the colour when he sent her additional photos of the couch in store. After a period of no contact from the Nick Scali team, we followed up and were surprised to learn that our case had been closed with a note that the “customer was satisfied” when we called a week later. Additional calls with Nerida and the regional service manager, Frank, involved us being talked over, and being told that they would not take any further initiative to resolve the problem. Seeing that we had to take the matter into our own hands, we rented a van and took our couch into the Alexandria store, where we compared it with the demonstrator on which we based our colour selection (see photos #3 - #6). It was very clear to us, other customers, and multiple staff in store that there was a vast difference in the colour of both couches. It seems as though this was a recurring issue as coincidentally another customer had brought in a piece of her furniture to also compare to the colour of the demonstrator in store. After all of that effort, and no less than 20 phone calls with the Nick Scali team, our issue is yet to be resolved. This speaks volumes of how poorly they value their customers and take accountability for their mistakes."

"One of the worst customer service experience received from the store ever. Purchased a product during Covid and was offered a credit (understandably a credit that would remain on the system) to use at a later point in time. Despite repeated requests (and ongoing assurance) that the credit was valid, to my horror I found out that the credit only had a 12 month validity. To make matters worse, the store mentioned that I have to contact the Accounts Team and the Accounts Team mentioned that I need to contact the store. Avoid this store at all costs. Absolutely no accountability. The staff are arrogant and rude with no customer service skills at all."

"Would never ever recommend anyone to buy their products, I spent 3.5 grand on a battery operated lounge and didn’t last 2 years, one side of the lounge has completely stopped working. Their customer support never closed my ticket from last year MH31346S, after their second tech visit when the person mentioned to me he is waiting on some spares which never arrived for more then a year. Now the customer care says I am out of warranty. It’s Nick Scali’s responsibility to follow up and ensure all tickets are closed with customer satisfaction. Never received a follow up call or email. The worst customer experience company."

"We bought Armada Sofa at Alexandria store 5 years ago. Their sales assistant recommended this to us. It is still flawless. Happy to score a five-star review"