AVOID! If you are setting up your new home don't let Nick Scali ruin your mood!AVOID! If you are setting up your new home don't let Nick Scali ruin your mood!
Nick Scali give misinformation on the delivery time, extremely awful customer services and unfair refund policy!
1. Misinformation about their delivery times
They take your money and disappear and not delivering your product. In my case, 11 weeks passed they have never nade any contact with me unless I follow up, and they keep telling me there will be 3 weeks delay over and over again. My order for the Barbuda sofa set was made on 30 December 2023, estimated to deliver in 9-11 weeks - Be aware of their delivery promises, this is LIE and it will take much longer. They write 1-3 weeks additional delay may be possible, that possibility is probably 100%, just take it as 15 weeks for their factual delivery time frame, if they say 5 weeks with a 1-3 weeks possible dely, it means they won't deliver after 8 weeks.
- In mid Feb I followed up they said it will be delivered in the first week of March
- In early March I followed up they said it will be delivered in the last week of March
- In the last week of March I followed up they say it will be delivered in mid April.
When I request for refund they say they will take 35% deposit from the payment because it is over 48 hours of purchase, it is funny that this is their change of mind refund policy but my request for refund is because they failed to deliver within the agreed timeframe which is completely their fault.

I want to tell all potential purchasers, don't trust Nick Scali's promises, they are incompetent with the deliveries and they set false expectations on the delivery to the customers and tricking you all to make a purchase believing that it will be deliveried on time, they use phrases like it may experience 1-3 weeks of further delay on your order. In fact, you will just need to wait for much longer to receive your orders, but they keep your money and won't refund you are unable to withdraw your order after getting caught in the trap!

2. Extremely awful customer services
Ever since I made my order in December, I have never been contacted by Nick Scali for any delivery update! Not a single time! I had to follow up again and again by myself to know where my order is and the time remaining for the estimated delivery. They just repeatedly tell you the same thing: your goods are in one of their containers at some port and it's waiting to be unloaded! And ask you to wait for another 3 weeks again and again, you end up engaging in endless useless converstaions with their customer services that won't resolve your issue.

3. Unfair refund policy
Cancellation after 48 hours will lose your 35% deposit... even they can't deliver your product on time and it is their fault, they treat it as a cancellation for change of mind.

Plus, as instructed by Nick Scali's sales representatives, I have filed a NSW Fair Trading complaint for this issue, they won't deliver nor want to refund and encouraged me to contact Fair Trading.

If you just moved into your new home, just avoid Nick Scali, there are better furniture providers such as King Living, Castlery, Coco Republic etc. unless you like dramas like this, the money you pay is just not worth it, unless you want your new bedroom without a bed and you sleep on the floor for 4 months, or your living room without a couch for 4 months and anxiously pray for your Nick Scali furniture to deliver sometime in future!

Nick Scali did respond, however seems to miss the point. Judge for yourself, email sent 22/03/2023:

Hi Michael

Happy to provide copy of the invoice, however this email correspondence/feedback was triggered due to "Proof of address(POA)", maybe you didn't go through my email below.

Don't understand the reason for POA, since I wasn't asked one when I made the purchase and is it Nickscali policy to ask for POA for any sale. Should be easy to make sale!

Also, I'll be publishing copy of the email trail as part of my Nickscali review online so people are aware of absurd policy Nickscali have in relation to addresses.

Kind regards
Rahul

Sent from Yahoo Mail on Android

On Wed, 1 Mar 2023 at 10:09 am, Nick Scali Furniture Service
<*******@nickscali.com.au> wrote:
​Dear Rahul,
​
Good day and thanks for contacting.

Our earnest apologies for the miscommunication. However, we'll make it better the next time. May we please have a copy of your invoice or receipt for validation purposes? Please also be reminded to attach a proof of address for further verification in compliance with our Data Protection Act. And also be advised that parts to be ordered are dependent on our stocks availability.

For you to be assisted quickly, please feel free to call us at 1300 220 809 between 9AM TO 7PM on weekdays and we'd gladly assist you.

Regards,
Michael
Service Centre Associate
www.nickscali.com.au

On Tue, 28 Feb at 11:04 AM, Nick Scali Furniture <*******@nickscali.com.au> wrote:
Hi Rahul,

Thank you for reaching out. We recently experienced a technical issue and we sincerely apologise for the delay in our response.

Let me forward this to our service team to be looked into regarding your broken power cord.
​
We apologies for the inconvenience caused you.
​
Sincerely,
Justina
E:*******@nickscali.com.au
Nick Scali Customer Service
**** When replying to this message for the first time, leave the entire message intact - just hit reply, and add your comments at the top. ****

------------- DISCLAIMER -------------
This email contains confidential information intended for the use of the addressee named above. If you are not the intended recipient you are hereby notified that any use, dissemination, distribution or reproduction of this email or the contained information is strictly prohibited by law.

If you have received this email in error, please delete and destroy all copies and notify Nick Scali Limited by telephone on +61 2 7257 7915 or by replying to the sender. Except as required by law, Nick Scali Limited does not represent, warrant and/or guarantee that the integrity of this email has been maintained nor that the communication is free of errors, virus, interception or interference. Any views expressed in this message are those of the sender. You may not rely on this message as advice to act unless subsequently confirmed by fax or letter signed by an authorised representative of Nick Scali Limited.
Consider the Environment before printing this email.

On Mon, 13 Feb at 4:22 PM, Rahul

Hi Team

My name is Rahul.

I bought a Legato in Dec, 2021, delivered April, 2022.

After the power cord to the recliner broke recently, I called up Nick Scali customer care- 1300 220 809 in the first week of Feb. I was advised/misadvised/misguided by the representative that I can buy it from any of the Nick scali stores.

Following the advice, I went to the closest Nick Scali store at Castle Hill on 11/02/2022 for the same just to be advised at my disappointment that they don't sell spare parts at the store. I called up the 1300 number at the store just to be advised that I 'll have to call back on Monday & contrary to the previous advised, I can only buy it over the phone.

Hence, I called up the 1300 No on Monday, 13/02/2023, spoke with Jill, who verified my mobile number, full name & address. I then advised Jill that I've moved to a new address and that the system needs to be updated so the spare part I want to order gets delivered to the new address.

I was then advice after the identification was verified that I will need to provide a proof of address for change of address on the system. Upon querying why, I was told that I can either provide proof of address or buy the spare part from third party, Couch Guard or Bunnings. Following this I asked if I could speak with her supervisor, since this doesn't make any sense and that I will not be complaining about her as she might be following the protocol, Jill advised there is no one at the moment and that I'll have to call back.

I did call back immediately and was connected to Lisa who advised the same and mentioned that this is the highest this can be escalated to.

Firstly, what I don't understand is in spite of verifying my identification, which is similar to logging into fort e.g. Bank, Centrelink etc., unlike the banks and Centrelink where you can change details incl. Address, why does Nick Scali insist on proof of address. It seems like after the sale is made for the product, the service goes down the hill or beyond worse when it comes to service after sale.

I hope I get a sensible response to my feedback, since I will be posting above and your feedback if received. By the way the team is the Service Team
*******:*******

My issues began when I ordered my couch from Nick Scali in June 2021. The store salesman was great. He indicated a 3 month wait of which I was okay with. Mid Nov after many phone calls and emails, they finally said the couch was arriving. I took time off for the delivery at the time indicated by them. However, the Couch did not arrive as planned and they rescheduled it for another day!
Finally, the couch arrives 6 months later on Dec 14th, to my concern one of the recliners is already charged up.

A few weeks later I went to charge the recliners (both battery operated) as instructed for 8 hours. After charging one of the recliners is not working. After several calls to the Nick Scali service team, I am getting the runaround, they will not let me speak to a service manager or call me back. I go to the store they cannot help me at all.

Finally the customer support team told me that the battery will arrive on Feb 14th and I can fit it myself. I was gobsmacked that I had to wait this long for a battery that was clearly faulty from the factory and that they expected me to get under the couch to change it somehow.
I returned to the store as I was getting nowhere with the service team, to tell them to arrange a technician to come and replace this battery as I would not be waiting until the battery arrived then call them back to arrange this repair. Feb 14th came and went, and NO contact was made by anyone. I called the service team again and now they said it would be March 17th. I am really annoyed at this time.

March 15th, I got a text indicating that the technician would be out on the 17th of March to replace this battery between 1-3pm (I agree to the time and date). I arranged to have time off at this agreed time (again on the 16th I agreed to their text) only to have the technician call me on the morning of the 17th to say he was coming at 10.30-11.00am now because it suited him better. I was so annoyed I raced back home so he could finally fix this recliner.
The technician was not very happy with me because I had called the support team again to tell them how inconvenient this all is after so much arranging. It did get fixed on the 17th March and he told me that it was faulty from the factory, he also checked the other recliner also.

On the 21st March the other recliner wouldn't work. So yet again I am calling and emailing support and trying to speak with a manager (I have never dealt with such an inept company in all my life). I went back to the store in the afternoon as I had heard nothing all day about what they were going to do. I told them if it was not fixed within a week, they were to give me a full refund for my $6000 couch. My understanding is that the Manager of the store emailed the state manager and finally I am getting somewhere.

On the 22nd March about 8.10am, I got another text saying another technician was coming out today to fix this recliner. I told them I am at work and cannot get there till 4.30pm. I heard nothing until 12.00pm and the technician called me to say he is going to be at my place about 2.00pm. I again told him I cannot come home now. He then agreed to come to my home on Sunday! This is the only bit of customer service I have experienced with this company. He did show up on Sunday as indicated and after some concerns it was fixed, another dead battery. Both recliners have been hardly used. What a dreadful experience. Unfortunately, it didn't end there!

In-between all of this I purchased a rug in August. I experienced the same sort of shocking customer service. I was waiting for my rug to arrive in October as they arranged. I took a day off work and waited all day with no rug showing up. I called the store after about 30 mins of trying to get through to see where it was. They told me that it wasn't coming today because they realised it was the wrong rug that was incorrectly labelled. NO call to me to tell me this.

They then indicate it will be December that the rug will be delivered. Again, I am chasing where my rug is? Well, I get a text indicating that the rug will arrive on Feb 17th between 1-4, so again I take time off work and wait for my rug. Yeh you guessed it. It finally arrived at close to 7pm that night. I am so upset by this useless company, no one cares! No apology, nothing.

Never ever will I buy anything from this inept company. If anything else goes wrong with either the couch or the rug I will be getting a refund. I am so upset. There is zero care from them after they make the sale. Do yourself a favour and don't waste your time.

I Purchased an expensive lounge in August from Nick Scali Robina, while I was keen to get one that week I fell for the pressure of the staff who promoted their lounges as the best and I jumped in and signed up a new couch with a wait of over 3 months for delivery. Not what I was after at all but their power of persuasion had won. It was a quick decision pushed by sales staff closing me with statements like "we are closing the store at 5pm so please complete your order now as we wont accept a phone call tomorrow", apparently this is the only way you can purchase items, however if you ring their phone number you can order on the phone and online. Now moving on I got over the shock that I just impulsively purchased a couch that I may not even want and I proceed to wait the 3 months as the paperwork on the contract says I will forfeit the deposit (a few grand) if I cancel the order past 72 hours. Seems insane doesnt it that they take such a large deposit and only give 72 hour to cancel and item that will take 3 months to get here. Moving on I decided to stick it out and I ring in 2 months time to the nick scali main phone number with my order number and explain to them that I have a steep driveway on a rural property and a long delivery truck will not be able to navigate the driveway and this is what the phone operator says "yeah ok its on the file, yeah yeah bye"...

Hearing the general "who cares lady" attitude I knew that the message was not going to be taken seriously and so I called back a week later and got someone else on the line and told them the same thing, that if a large truck arrives the truck driver will not attempt the driveway and will turn around as its impossible to drive in a large truck so it wont go to plan and a small truck is required for the drop off. Same unhelpful response was recieved from customer service. Basically "who cares" came out of the customer service phone call.

I felt at this time that it would be a disaster on arrival. The next month I get a text to say the lounge is here and your order will be delivered in a week (on a saturday while I am at work sometime between. A 5 hour window). I ring the delivery company and they refuse to take my call as they only deal with Nick ScalI. So I ring Nick Scali and they say, yes its a large truck they are 13 metres long and there is nothing we can do about it and nothing we can do about a saturday delivery and nothing we can do about the 5 hours window, so we will dump the couch at the top of your 1km driveway sometime saturday and its your responsiblity to recover it and move it down the driveway...

That wasnt acceptable I said, and I requested delivery to be cancelled and arranged as per my previour instructions, on a small truck.

The store at Robina called me to say "you should have told us" yep thats right, its my fault that their customer service shrugged off my advices twice earlier. So then the manager calls a week later to tell me "he has fixed everything" and gloats to me that he has arranged a smaller truck and it will be delivered sometime on a Thursday a week later, and all i have to do it pay the delivery fee of $350.

He said "arent I wonderful" I said no not really, this whole process was simple, yet the company made it diffifcult and spoke to me rudely a number of times so no sir you are not wonderman for arranging the delivery, it is expected and has been neglected by your company.

The ordasity of Nick Scali is something else, please dont buy from them.

DO NOT PURCHASE FROM NICK SCALI! You WILL be disappointed and you will be purchasing new furniture to replace the cheap furniture they would supply you with.

PURCHASE 1: MISTAKE
We made the mistake of purchasing a leather lounge 4 years ago, colour pealed off after 2 years. All covered under warranty they told us when we purchased... nope... to expensive for them to fix so best they could offer is a store credit for 20% of the purchase value...

PURCHASE 2: MISTAKE
We then made the mistake of trusting them for the new fabric Davoli lounge. The two lounges were both manufactured wrong, the 4 outer legs were 5-10mm off the ground and both lounges rock when you sit on them twisting the frame. They sent a tech out 2 weeks later, he left, couldn't fix it, said they needed to give us different size legs. They sent another tech 1 week later, he tried to get away with inserting multiple metal washers to jack out the outer legs... I sent him packing and said I wanted it fixed properly. Their service team said they found the correct size middle legs and were posting them. Only 4 of the required 8 legs arrived, and they weren't the 'correct' legs, they were the same plastic ones someone had used a hacksaw on to reduce them by 10mm: 0.! 4 weeks on, 2 technicians and incorrect legs. What a joke... I fixed it myself.

PURCHASE 3: MISTAKE
We also purchased a Tanami table at the same time and had it delivered to storage. I was so worried about them stuffing up our new couch I went to check out the table. And what do you know... the instore one has Australian Oak VENEER on the top and bottom of the table top, ours has just PLYWOOD underneath the table top. I've sent both photos of what is instore and what was delivered to them. What the actual... current service ticket opened for this one... lets see what rubbish they come up with or if they come good on supplying the product advertised. Oh and FYI, when their website says it's constructed with 'AUSTRALIAN OAK', IT"S A LIE. IT"S PLYWOOD WITH A 1mm VENEER!. Whatever happened to something having to be made of the majority of the ONLY advertised material in the SPECIFICATIONS! A correct product description would be CHEAP CHIPBOARD COVERED IN PLY and 1mm of actual VENEER Australian Oak.

DO NOT TRUST THEM TO DELIVER THE PRODUCT YOU SEE IN THEIR NICE SALES STORES. The CHEAP OVERSEAS products will not meet your expectations and you will be like us and wishing we never stepped foot into their store.

I'm now worried that further issues that I'm sure will arise with their products due to their poor build quality will also not be met with a satisfactory response.

Read the reviews online... trust them... we are all in the same boat.

I've attached some photos for you to see for your self...

David.

Waiting FIVE months for delivery of my order. Then I am bombarded with text messages and a mumbled and indistinguishable telephone message as to what I had to do regarding delivery, payment, delivery payment, payment and payment. Final payment has to be made well before delivery will be completed, At time of placing my order I was told the delivery driver would only accept cash, all correspondence advises there is a variety of payment methods for delivery payment, two days ago I was advised that payment is to be by any EFT payment. Nothing about the delay in the delivery. One text threatened me with rescheduling of delivery if I did not reply to their text message within 12 hours, (I am not a teenager; I do not have my mobile telephone glued to my left hand). Then a text message saying delivery had been rescheduled! All this in the space of 15 hours.
I rang and was abruptly told the delivery would be made on the originally advised date. I was told in no uncertain terms that it would be delivered on the advised date. I requested an email to confirm delivery date, took her two goes to get the the email address correct even though my email address is notated on the original order form and she ensured I would receive an email confirming delivery date. Still waiting!
Rang to enquire as to my confirming email. Rang Cairns shop number and after being put through a myriad of agonising messages on how to avoid talking to a real person I found myself talking to another person in Wetherill Park in Sydney, I advised I was attempting to talk with someone at the Cairns shop, she make it quite clear I was not going to get to talk with anyone but her. Asked her to confirm delivery date and explained I was after nothing more than a confirming email as promised; of the delivery date. "We don't send emails" Why did one girl promise an email and why have I provided an email address if Nick Scalli does not send emails? She made it quite clear I was not getting an email and she would send me a text, (here we go again) I requested she include her name in the text for future reference and she agreed. I have once again received a text with no name and the delivery date is still the original date! (Here we go again). This will be my third encounter with Nick Scalli; First; Last and Only. Watch this space for news on the delivery.