Nick ScaliReviews 211

I recently purchased a three-seater sofa from Nick Scali, and unfortunately, my experience was far from satisfactory.

The process of changing the delivery address was particularly frustrating. When I requested the change, I had to contact multiple people, and in the end, a salesperson asked me to provide proof of my new address with my name on it. While I understand the need for verification, the process felt unnecessarily complicated and time-consuming.

Prior to this, I received a text message stating that my order would be ready for delivery in the second week of February and would arrive at the warehouse by then. To confirm the exact date, I contacted the depot, only to be told that the sofa would not arrive until the third week of February. The depot staff insisted that the initial message was from the sales department and did not reflect the actual delivery schedule. This lack of internal communication was frustrating, as it seemed each department operated in isolation, leading to inconsistent information for customers.

This experience highlights a significant issue within Nick Scali's customer service framework. When a company sends a message to a customer, it should represent a unified communication, regardless of which department sent it. The apparent disconnect between departments not only causes confusion but also undermines the overall customer experience.

As the saying goes, "All that glitters is not gold." While Nick Scali presents itself as a premium furniture brand, my experience suggests otherwise. The challenges in communication and customer service significantly detract from the overall experience.

In conclusion, while Nick Scali offers a range of stylish furniture, their service and internal coordination need serious improvement. I hope the company addresses these issues to enhance future customer interactions.

Significant frustration and disappointment with how my order has been handled by Nick Scali. The order was placed on Saturday 31 August 2024, at the Fyshwick branch. The expected delivery date was Monday 23 December 2024. We were pressured by the Fyshwick branch to make the full payment before delivery, with the promise that the delivery would occur on Monday 23 December 2024.

However, had I not contacted the dispatch department myself, I would not have been informed that the delivery had been cancelled, with no explanation provided. After following up with the Fyshwick branch, I was told the delivery had been tentatively rescheduled for Thursday 2 January. This new delivery date is now more than 17 weeks from the original expected delivery and represents a clear breach of the signed contract.

I was forced to stay home and wait for a delivery that never arrived during the Christmas holidays, causing significant inconvenience.

The regional area manager was unhelpful and showed a dismissive attitude, responding with "It is, what it is" when I raised concerns.

Moreover, had I not contacted the dispatch department again after Christmas, I would not have been informed that the delivery had been rescheduled again. To make matters worse, I discovered that someone at Nick Scali had changed my mobile number without my consent, preventing me from receiving important text updates.

Overall, this has been an awful experience, and I would not recommend Nick Scali to anyone.

Buyer BEWARE!

I've spent quite a lot on couches from here which were due to be delivered in mid-October.

They have still not arrived and they can't even give me a solid date.

They have sent numerous text messages, asking me to pay an outstanding balance when there is no outstanding balance at all. The messages also promised dates that have proven to be grossly incorrect.

The only thing this place seems capable of doing is taking your money. I do not recommend shopping here.

Nick scali customer service is the worst I have experienced in years. I ordered a sofa months ago and received multiple messages that the delivery date was Monday 22 October and I must pay the outstanding amount before the delivery date which I did. I also took the day off work as they said they would deliver the sofa. They also said they won't take the packaging which many companies do as great customer service. So late Friday afternoon, just before the weekend, I get a call saying that the sofa won't be delivered as it isn't even in Australia. I am so furious as I had to take time of work for these clowns and no compensation or explanation as to why they were demanding the money but no delivery of the goods. I also have a table which I ordered weeks ago. They said it was the last in stock and we would get the display model. No discount either. Go figure. Now we have waited weeks for delivery of the table and still no communication as to when we expect this table which has been fully paid. Never will I shop at Nick Scali again. Utterly disgusted in the service.

I don't like this companyThe sales people were not helpful; did not explain about becoming a member / discounts / fabric options. I paid in full and then changed my mind within 72 hours for various reasons, including miscalculations of size. The couch was in stock and sitting in storage. No refund offered. Their policies are greedy. Once they have your money, they're not parting with it. They're drastically losing money as a company, I believe largely due to lack of customer service and ethics.

When they have your money there's no help from them. They should be deregistered. Had issues from day one and they wouldn't help. Advice was to sell privately without being able to pass on warranty. We had only had possession of the sofa for 2 hrs and we couldn't swap it over even for one at more expense. Dont shop here!

After waiting almost 3 months for our couch to be delivered we were left very disappointed. The back support keeps slipping thus pushing the seat out and it becomes uncomfortable to sit on.
We have tried using Velcro but it doesn't stick and is useless.
We wanted a good quality leather couch that's why we came to Nick Scali but we are left unsatisfied and feel we would of received the same quality at Fantastic Furniture.

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. Staff are unengaged and zero care factor towards customer service.

DO NOT BUY FROM THIS COMPANY
If there is a problem I'll take months to resolve and most likely like with my daughter they will not fix the problem couch came with only 4 of the eight legs when the next four were sent they were wrong
There was damage as one couch was not wrapped properly torn fabric black rub marks and pink spray paint on the fabric Nick scalie is taking no responsibility.

What an abomination this company is. If I could give less than one star I would. Blatant lies to say products were in stock when they weren't and then to receive a text every two weeks to say the product is delayed is totally unacceptable. Consultants promising they will get back to me within the hour - but they never ever do! I'm disgusted. I would recommend them to no one. The only advice is stay far away. Very far away.

We received a damaged lounge! It took them 3 months to even come out and have a look! We purchased a new lounge for our new house we was building, it was ready 2 months early, we explained it wouldn't fit in our current house, (house was tiny) they did not care. They made us take delivery and store it in our garage until we moved into new house. When we moved 10 months later we took it out of the box and one of the sides was caved in and there was a hole in the product. After 3 months (now a year since forced delivery) they say we signed for the product so it was ok! Every time i speak to someone i have to explain that they did not take it out of the box, it is pathetic, the service is diabolical! Never shopping with this company again and i will also inform all my friends and relatives to steer clear! Disgusted is an understatement as now have a brand new product that is damaged!

Worst product ever and comes delivered by delivery men with filthy hands who stain the couches on delivery. When I suggested to the delivery person that he could have worn gloves to prevent damage to the new couches he responded with "Do you really expect us to get the furniture upstairs without staining them?" Nick Scali didn't offer any compensation for the damaged product and hassle to get it all cleaned and redelivered. I hope my review stops others experiencing what I went through.

I wish I had read the reviews on this site before walking into a Nick Scali store in Auckland. I regrettably purchased a lounge suite from them in January. It took 4 months to arrive, which would have been fine if the product was good quality. Unfortunately it is a very low-quality product, that discolours very quickly and very easily from normal use. Within a few months, the fabric (which is a light colour) has already begun to darken and discolour in numerous places (including parts of the suite which don't get used e.g. the front of the arms). I've never had this issue with furniture from other vendors.

Nick Scali refuse to accept any responsibility for this. Instead they send 'contractors' around to look at the sofa and then craft bogus reports that suggest there is "nothing wrong" with the product, and therefore it's not covered by warranty.

Unless you want to get stuck with furniture that taints your house/living room etc, avoid Nick Scali. I certainly won't be buying from them ever again.

4 weeks ago when we purchased our new lounge suite we had a problem getting in touch with Nick Scali to make a change within their 2 day cooling off period, mind you that happens to be the day you purchase and the next day, so in essence one day, anyway when I finally did get in touch they told me it was too late to make changes. After posting a review I got one answer saying they would send the request to the appropriate person……I'm still waiting for a phone call! Apparently the suite that will take 3 months to deliver was already being built by day 3.

Sitting here at home having taken aa full day off work only to find Nick Scarli re-scheduled my delivery without telling me.
Had to take the whole day off because they sub-contract deliver and the delivery company, evidently, don't know when they are coming!
Couldn't get delivery to my house because they don't deliver there so had to have it delivered to my friend, and pay for the delivery, and now I have to drive 2.5 hour home to do the same thing next week with no guarantee they will come then.
They won't let you pick up from their warehouse in Wetherill Park.
The customer service is outsourced to a call centre somewhere.
This is my second stauch with Nick Scali, yes slow learner, but this is the end.
By all means go in the shop and find what you want but then buy it somewhere else where the service and support matches the smiles of the sales people who only want your money and their bonuses.
Absolute rubbish service Nick Scali you should be ashamed at the majority of really bad reviews on all websites.

I bought a Nick Scalli product back in 2016 and everything was great. Fast forward to 3 months ago, when I purchased another sofa. BIG! Mistake. Whatever you do, buy elsewhere! Paid for it. It'll be ready in 3 months. Day of delivery, get a call, you're sofa isn't being delivered today. Day four and still no sofa. Calling them everyday, gets run around form the same inept at dispatch as head office. Googles NS, all reviews are 1 star. Terrific, now, I'll put the house on the sofa being damaged when it arrives. There's no refund, just an exchange policy, which I've read takes months. This would be a great subject for A Current Affair. Nick Scalli ripping customers off. Delivering damaged goods, refusing to give a refund. There's still no sign of when my sofa is going to be delivered. Great job Nick Scalli.

We purchased a lounge in early July 2023 from Nick Scali Helensvale. The salesman was friendly and helpful. This is where our satisfaction ends. We were told 12-14 weeks for delivery. Since we had no lounge we were hoping for 12wks. We received a text re delivery at the 14 week mark with a rough expected delivery date. From there, after multiple texts from various numbers the date kept getting pushed back. After calling them to advise we were going away, we were informed the lounge was coming then. More calls ensued. A new date was set. That changed without notice. Finally delivery day arrived. The truck had 3 of 4 correct boxes and one that was not our lounge. The driver would not leave the correct boxes and took it all away. We called NS again with no joy. They just didn't care. We would have to wait for another delivery date. By now Xmas is fast approaching and we still have no lounge to sit on. We keep hearing they'll let us know, then we hear nothing. We are almost 5 months into this saga. NS were very insistent about payment in full before delivery. They have our money and our lounge is not in our loungeroom. I would ask for a refund but know that won't happen. Reading many other reviews I can see we aren't alone. Wish I'd read them first. If you're thinking of buying from NS, please don't. Walk away very quickly and find somewhere reputable.

In May 2023 I ordered a Jordan's bed. Order UMO6697. As I live outside their normal delivery area, (they almost drive past my house to go from Townsville delivery area to Mackay delivery area) there is a $350 extra delivery charge. I knew of this charge and accepted it. Also in May 2023 I purchased a Jordan's console order UMO6697. The console was IN STOCK when I ordered it. To avoid paying the delivery fee twice delivery was held back until the bed arrived. The bed was delivered on the 11 November but not the console as it was now OUT OF STOCK. The console is due to be delivered mid to late January 2024 but I am now expected to pay an additional $350 out of area delivery. A normal company would put a purchasers name on an in stock item to be delivered with other item. Not sure what is going on in Townsville an Mackay but I wonder if a gnat has more organisational skills
I gave a single star because I can't go lower

DO NOT BUY LEATHER LOUNGES FROM NICK SCALI. Purchased 2 leather lounges from Nick Scali and the colour wore off in patches. Nick Scali admitted there was a problem and replaced them under warranty. The same thing happened with the new ones but they are just out of warranty and Nick Scali said it's "no longer their problem." They have been cared for with the leather products I purchased from Nick Scali. I expected the quality I paid for but am very disappointed.

I purchased a lounge suit online from the St Luke's (Auckland) store. I was informed that I could not pick it up (I had a truck) and had to accept their third-party delivery service and pay another fee. The lounge suite was available there and then, but I would have to wait two weeks for delivery and receive a text message the night before with delivery time. The lounge suite turned up a couple of weeks later, but the delivery man said that it was a 4-man job (small set of internal stairs) and there were only two of them. The delivery man said that they could not leave the lounge suite for me to take up one flight of stairs myself. I was told I would hear back about re-delivery. Three days went by, no call. I called Nick Scali. They gave me a new re-delivery number and said I would hear back from the delivery men. I did not. Called a day later and was told it would be another two-weeks. I said I wanted my money back and was laying a complaint due to the breach of the contract. Asked for a call back. No call back. Two weeks go by, no re-delivery. Contacted Nick Scali yet again. They said the lounge suite was out for delivery. It wasn't. I was later contacted by the delivery service via a series of very rude text messages to say it was a 4-man job and they wouldn't be delivering it. When it finally was rescheduled and turned up weeks later, only two delivery men were with it and they said it was a 4-man job again (!). I insisted that they leave it and I asked my son to help me move it upstairs. Easy job. It seems that there is a disconnect between Nick Scali and their delivery contractors in Auckland that turned this simple purchase into an absolute absurdity. This was not a customer-focused service and I would not recommend anyone using Nick Scali until they find a new third-party delivery service in Auckland. In short, once you purchase a lounge suite, you're in the hands of a very poor delivery system and there is nothing that you can do about it. Others have also publicly warned potential customers of some of these issues, including the latter.