The following is an overview of my experiences with Nick Scali over the last 8 months. It is truly a catalogue of unprofessionalism, mismanagement, disorganisation, and denial which can only be endemic throughout the organisation. In April last year I purchased a Josie Leather Sofa in Tan. The sofa arrived and it was the wrong colour - completely different to the colour I had seen in the showroom. Yes I was was disappointed, but these things happen, right? - they'll simply exchange it. How naïve I was...After literally scores of phone calls and emails, the organisation reluctantly sent a person over to inspect the couch for which I had to take a day of annual leave to supervise. (The photos I sent through weren't adequate enough evidence) Upon arrival, the "Technician" who arrived around 2 hours later than scheduled, deemed the sofa not eligible for replacement, despite the shade of leather not resembling the one I'd seen in the showroom in any way whatsoever. I will attach photos here to be judged I the court of popular opinion. Although very angry and frustrated, I decided to take it on the chin not wishing to cause any more of a fuss, despite the couch not fitting with my existing décor as desired. Fast forward to September 2022, when we somehow decided, against my better judgement, to order another chair from Nick Scali - this time the Hutton Arm Chair. After paying the initial deposit of $315 on the phone, I patiently waiting the required 16 weeks. Once that had elapsed, (with zero communication of course) I decided to get in touch. Well it turns out the Chair was nowhere to be found? They were initially surprised it hadn't already been delivered...More than a dozen emails and phone calls to every level of the organisation later, (Store clerks, store managers, customer 'service' teams...the list goes on, we finally discovered that...you guessed it - the chair hadn't even been ordered! I would say that I was shocked and horrified, but quite frankly by this stage of proceedings it came as no surprise, that for a company who wasn't able to return phone calls or follow up on a customers request, keeping track of a customer's order was probably going to be a bridge too far. And to add insult to injury, the reaction I received when I finally did get to speak to a manager on the phone was absolutely flabbergasting, and yet still completely in keeping with the rest of my experience - No apology, no remorse no explanation - completely blasé. He actually sounded surprised and a little put out that after all this whole performance I decided to cancel my order and put an end to this debacle. And now, after a further dozen emails (no exaggeration) I am still chasing the refund for the deposit on this chair of $315. I can only hope that somebody with some level or seniority reads this review to get a sense of the level of disorganisation, buck passing and incompetence that exists behind the scenes. Yours, in anticipation of a refund for the deposit for the Hutton Chair , a new Josie sofa in the correct colour and just a whisper of an apology.

I would think twice before purchasing from Nick Scali. They are happy to take your money, make you wait 12 weeks (which actually turned into 20 weeks/almost 5 months) and then provide a terrible service post-delivery. After waiting 5 months for the Mazara couch with recliner, it was delivered half reclined with the mechanics not working and the footrest unable to be put back in. The day after delivery (21/10/2022) I visited the store of purchase to lodge issue to which they completely washed their hands of any responsibility, referred me to customer service and would need to wait 1-2 weeks for a response. Fed up, I called customer service that day and best they could do was a technician visit on 09/11/2022..3 weeks after the couch was delivered. Technician visited on 9th and could not fix the issue, stating a new transformer had to be ordered..of course Nick Scali did not have any in stock (funny considering they sell many couches and recliners requiring batteries)..once again, just have to wait a few weeks for one to come in. On 17/11 was notified the second tech visit was booked for 29/11..that is now 5 weeks living with a faulty couch. A different technician attended on 29/11 and turns out unlike the first technician, this guy actually knew what he was doing (this one had been with the company a long time), he took one look, tested some things and said it wasn’t the transformer at all, it just required a new battery pack for which he had a spare in the van and they always have spare. Couch was fixed that day and recliner was operational. I was extremely annoyed at the pathetic customer service Nick Scali provide and I had to wait so long for what ended up being a simple fix. Having no recourse but to wait with no ability to triage or escalate jobs/issues is ridiculous. Their products are not cheap, and the wait times are long. Add to this the lengthy wait to have your fault looked at (and misdiagnosed by an inexperienced tech) I simply wouldn’t take the risk. You also have to dispose of the packaging yourself - sub standard service. IMO Nick Scali need to spend less on advertising their Christmas/Easter/mid year/stocktake/newborn baby/christening/birthday ‘sales’ on tv every second of the day and invest in their customer and post-delivery service for the products that they do sell. Go looking for your new couch and furniture elsewhere.Would give a 0 star if I could!

I walked in and wanted to buy a Coffee Table $690 which I was told was a discontinued line and so I would have to take the floor stock. I said ok and asked if I could get a discount for floor stock? I was told that none of the sale staff working on that day (weekend) were authorised to give one so I would be called Monday with an answer from the manager. I was called Monday and told no discount. I said thats ok I will drop by and pick up table if still there later in the week. The next week I went into the store and the table was there. Fabulous I thought... I asked if I could buy the table and would just need a hand with it to lift into the car so as not to damage the table or my car. I was told that it was too heavy and I would have to have it delivered. I bent over and picked up the table easily myself and said no I could lift it and would like to take with me. I thought this was reasonable.... NO. I was told then that I could not take it with me, again the manager was un available and was at lunch so the sales girl called them and came back to me and said store policy was ; that they could not let me take it with me, that they had to order something to take its place on the floor and could not possibly have a space with no coffee table... (I was confused) also told that I could have it when they got something else to replace but I would have to pay $40 for delivery... I'm sorry but why wasn't there something to replace it ready to go as this was the last one left and you knew this a week and a half ago! Also why did it have to be delivered??? I wanted to give them $690 for a coffee table, that I wanted to take from the floor and could carry out myself but was unable. I found this ludicrous and walked out. This was so much effort two trips to store and a phone call and still was unable to purchase the product that was right in front of me. It was the last one so why display something you only have one of anyway...

We were advised in store when purchasing we could book a delivery date to whenever suited. We attempted to do so but then were given a random date. Then 2 days before the delivery after we had made arrangements to be off work we got a text advising of a new date. Once again we made arrangements only to have it change again 2 days before. I emailed customer service who was unable to tell me what the issue was or where the product is. They seem to hand ball all the issues off to their contracted delivery service with no communication with customers. After several emails back and forth we finally got the delivery. Upon the delivery the two guys were very kind and efficient but they dropped apart of the unit and it dented our hard wood floor. We raised this with Nick Scali customer service and they had the delivery company get in touch. The solution being they would take the pay of the driver to cover the cost of the damage which doesn't sit right with me. I advised Nick Scali this was not a reasonable solution and that they are utilising a delivery service with questionable policies and they advised me they were aware and it was a common practice in the delivery service....which again isn't sitting right with me. The whole experience was awful and I am now left with a massive gash in my floor and unit I no longer enjoy because of the over all careless customer service experience we have received. I will never purchase from them again. Product itself is decent but they could care less about you actually getting it in a reasonable time or manner. Like a Fillet steak be delivery via a carrier pigeon.

My wife and I ordered and paid the deposit for two bedframes and four bedside tables for our new house. The customer service team at the time was super helpful. We told them as our house was being built, we were not sure of the exact date they should be delivered. We were told to put an approximate date and this would not be a problem and by paying a deposit the items would be held for us. We put the date as close as we could based on builder projections. Unfortunately we had to reschedule our delivery date to a month later, as our property is in the country and they only deliver once a month to our town. But we were told this would not be a problem. So we have just gotten our house and are ready to have the items delivered. Then two weeks before our scheduled delivery date, we get an automated text message saying that our delivery had to be rescheduled to two months later in September due to no stock. No phone call, just a text message! My wife called Nick Scali and after speaking with multiple staff, there was no apology or attempt to find a solution to our problem. All we were told is that our bed frames had been allocated to other customers and that there was no stock. They said they would see what they could do, but nothing has changed. Overall we found this experience incredibly poor customer service, as we had deliberately ordered early in case there were issues to ensure it was ready. Now we are faced with our new house not having beds and sleeping on the floor for two months. This is the first time I have written a poor google review, but this situation warrants it.

Nick Scali was a disappointment on so many levels it's frustrating even just writing this review. We ordered our Sofa in January and received it June 30, 2 weeks over their max estimated time. Not only was it late, it was the wrong colour because of a mistake on their end (they entered the wrong order number). They claimed we could keep the wrong sofa until the new one arrived, but if it was damaged in any way (e.g. we have a cat) then we would have to pay for that one full price also. No thanks. So we went without a sofa all the way till mid-November, almost a year without a proper place to sit (beanbags it was). Don't be fooled and make the same mistake we did, their nice-looking furniture just isn't worth it. Oh, and compensation?? NONE. They even made us pay for delivery the 2nd time round too despite it being THEIR mistake! Had to phone up +++ (note, there's no direct phone number for any Nick Scali store and you'll be on hold for ages) and still waiting to see if they refund it, absolute scammers. Save yourself the trouble and shop elsewhere.

CP13538 It's not the people at the store, it's the entire organisation. I have never encountered such shockingly poor service anywhere like this. After having my delivery delayed 4 weeks because l couldn't be home on the day they picked, they delivered my sofa and ottoman in a completely different colour. Two weeks on and l still don't know what's happening, despite constantly calling and going into the store and having the issue confirmed and uploading pics and ID tags of each item into their system. No one has called or emailed, but today l received and SMS telling me that a service call is booked for 13 October (2 more weeks) without any consultation with me about it. So on my 10th call to their customer service people in the Philippines l was told that a technician would be coming out with a fabric swatch to check the colour. This when they already have pics and it has been confirmed as the wrong colour by staff and management at 2 Nick Scali Stores. I'll be requesting a full refund and will never buy from Nick Scali again. CP13538

If I could get them zero I would. If you want to waist thousands of money and 7 months waiting for delivery you can choose Preston Nick scali. I purchased on last August and still haven't received any after 2 times got booked for delivery last year and this year ! just because manager in Preston didn't bother himself to pay attention to my thousand times follow up and disconnect several invoices they were link together and as long as not all of them available non of them delivered ! You can see I am mot the annoying one here ! Because I totally understand if something is not available is not under their control and depends on the costume but I can't understand why I can't receive some part of my orde rwhich was available even from last November and mow they tell me even that one is not available again ! Of course while this store is not locking the product which they got the deposit for it, some other store will sell it from the sttock !And I need to expect January February !this is so insane !

Very bad company with very unfair policy. They require you 35 percent deposit and it is unrefundable after 3 days cooling off period. They require the whole outstanding amount to be paid 48 hours before pick up but will automatically cancel your pick up booking at 46 or 47 hours. Their sales online team never explains terms and conditions in details about the remaining payment and ask you to sign the online agreement if you place order by phone . Please carefully read all terms and conditions in the agreement and be aware of their unfairness sales terms. If you get used to fair terms and conditions of big companies like Bunnings, you will not be able to tolerate terms and conditions in Nick Scali ‘s sales agreement.There are much more good stuffs with cheaper price than those of Nick Scali. Do not rush on buying Nick Scali’s product before doing full market research.

What a terrible service by Nick scali! Do yourself a favour and go elsewhere but not to Nick scali! How they still operating as a business it’s unreal!!!! Purchased a brand new dining table, paid in full and Nick scali assured us to deliver within a week. MISLEADING AND INCORRECT INFORMATION given and after waiting for over 7 weeks they finally delivered a wrong table and here we are still waiting for our table. We’ve never been called by Nick Scali to give updates, we have always had to call everyday and ask for status! When we asked to speak to the head office manager/supervisor, we were told we will get back a call in one hour, 10days later we are still waiting for the call!!! DO NOT give these people your hard earned money. Horrible communication and false information. By far the worst service I have ever received!!!

Very disappointing service, especially the delivery. We were told that the delivery will be done between 12-4pm so skipped the work and stayed all day at home and nobody turned up. Couldn’t get the help over the phone so had to go to the store to follow up. Finally had a call from the delivery man at around 5:30pm that they are on the way. When they arrived they said that its not their fault as the item wasn’t ready for them to pick up from the warehouse. Within few weeks, the legs came off the coffee table so we had to claim the warranty and we had to face the same challenge with the delivery. They give you a date and time of delivery but no choice whether you are available on the day not. We will never buy any products from Nick Scali in future.

Some of the most phenomenal sales people, decided not to name names because this clearly seems to be a reoccurring problem with Nick Scali employees. They tell you exactly what you want to hear and guarantee you “Nick Scali is nothing like other companies it won’t be longer then 12-14 weeks”. It is now estimated to come after 6 months from our initial order date. Highly regret not reading the reviews before ordering. Nick Scali is clearly known for their misleading information and extremely poor customer service. My family and I will never be purchasing from Nick Scali again. We highly recommend no one else does unless you want to wait 6 months for your order, and have to continuously chase up and waste your time finding out when it will arrive.

Furniture might look nice and the sales team are perfect and we live in a COVID era but the process of getting your stock delivered is a nightmare, delays after delays with no one in the call centre knowing anything about your order or when it will get delivered. Should you decide to order multiple items >10 pieces, you'll be on a rolling waitlist, which means that unless all items are in the warehouse, they will not deliver, and your items will keep being sent to other disgruntled customers, and you end up waiting forever for your whole order to be completed! nothing about this experience has been nice except for the purchase process. Be ware - you miht be waiting for 5-6 months for your furniture

Myself and my wife bought a couch set for our new home. We were pressured to purchase the cost right away even as orders are major delayed due to covid. So we went ahead with purchase. It arrived very quickly and then with all the lockdowns our new home finish has been delayed. Nick Scali has been very insensitive and not wanting to push back our delivery date because their warehouse cannot hold stock for that long. So it seems they will do anything to get the immediate sale but then customer service falls out the window after you give them thousands of Dollars worth of money for an order. I am still waiting to hear back if they will extend my delivery 4 weeks which is when my house will be ready!

Firstly I would like to say the Preston store most of the sales reps and new store manager were very helpful in trying to resolve our issue. We purchased quite alot of furniture but one piece was too big for the room. This was purely our fault. We approached the store, sent an email and unfortunately it is now deemed second hand. We were happy to pay a penalty fee and order a 2 Seater. But the answer was always NO. Our 3 Seater has never been sat on and still in the box. To all potential customers please understand their return policies and make sure you make the right decisions before purchasing. IF ONLY WE READ THE REVIEWS BEFORE PURCHASING FROM NICK SCALI. NEVER AGAIN!!!

Whilst the sales team at Nick Scali were great, little can be said for the post sales service, particularly from their delivery/dispatch centre. They are inflexible and offer no customer service whatsoever. Apparently not even the sales team can influence this. I will avoid purchasing anything from Nick Scali and they're associated businesses in future purely because of the lack of support from their dispatch centre. Nick Scali have also bought PLUSH so will avoid this place too. Step up Nick Scali, you may have gotten a sale from me but to keep me coming back you need to improve your post sale service.

Order my leather couch in early January. Came mid July. Expected the delay due to COVID. Shopped at the Preston store. Staff were pros and nice. Store atmosphere so calm I wanted to pack my bags and move in. Tracking repeatedly denied I existed and was very clunky. When I phoned the store everyone was really nice and tracked it for me. There could have been more flexibility in negotiating delivery dates. I had to take a day off work eventually to fit in with them. The 2 delivery chaps fun and strong. Nothing was a problem. And the couch is lovely. Really good experience in such challenging times.

Here we go. I have purchased a concrete(Cooper) coffee table and a matching dining table with eight chairs in January 2020. A couple days ago a piece of paint came of the coffee table while I was wiping it. I contacted Nickscali and I sent them photos of the damaged table, they just ignored me and said nothing we can do. What a poor customer service I couldn't believe it. I thought what you pay you get but unfortunately they charge you top money and they give you a very bad quality of furniture. Think twice before you give them your hard work money.

Not good service at all they delayed the delivery and when we asked them about the delay they were very rude on the phone. Then they finally said they are bribing it next Tuesday. When they came they said it didn’t fit through the door although they didnt even take off the packing, when we asked them to take off and they said if they tear it, it will be on us!! They didn’t even take measurement prior to the delivery. After all that they said we have to take it back and disassemble the sofas! Pathetic service not happy at all!

Whilst the in store service was good and the product I finally received is lovely, it is doubtful I would purchase from Nick Scali again. I ordered a single chair back in January and it was delivered 5 months later. Was informed at point of sale that it would be 3 months. Delivery schedule very inflexible, couldn't pick it up, couldn't select a convenient day or time and if I was to cancel the delivery time they had allocated, I would have needed to wait another month! Disappointing experience

Georgie and I dealt with Christine and Orion throughout the process of buying a new dining table/chairs/console and I could not speak highly enough of them both. Christine greeted us with a smile as soon as we walked through the door day one (late on a Sunday afternoon) and provided good product knowledge and honest feedback on matching chairs with the table etc. Christine‘s follow-up on our returning trips to make a purchase was very worthy of a review.

Vipin from Nick Scali in Preston is great, super helpful and delivered fantastic service, would definitely recommend to anyone! Went in looking for a couch, and was met with the best customer service! Vipin really new what he was talking about and gave us the best advise and helped us make the best decision to suit our needs. Vipin is a Very Important Person In NickScali and a real asset to the business! Thankyou again Vipin from Ella and Darcy!

Great service and was served by Alan. Got a couch, TV unit, dining, chairs and coffee table. Custom couch came earlier than expected within 8 weeks. Furniture are of great quality. Prices are fair only if there is a sale. The only downside was a separate delivery fee for each item ordered, even if they were delivered together. Or at least the packaging could be taken away.. But overall a great experience and great furniture. Thanks again.

Great customer service by Oliver. Went there on a Friday evening, after looking for a specific 'stand out chair' for a month or so it was great to have met Oliver who took the time and had patience to hear what it was we were after and even gave us some other things to consider. We look forward to placing an order with Nick Scali Preston in the coming weeks and would like to thank Oliver for assisting us on our search!

We went to Nick Scali in Preston a couple of months ago and saw a couch that we really liked. Polina was there to give us very sound advice and suggestions on colour and materials. She wasn't pushy at all, but really professional and helpful. We went back last month to purchase the couch, as well as a dining table. We can't recommend Polina more, she instil such great confidence in helping you to make the right choice!

We bought all the furniture for new house from Nick Scali. After visiting pretty much all furniture stores in the area we decided to stick with NS as we loved their modern designs, quality and unbeatable value for money. A special thanks for Alan who looked after us and I can't believe he still remembered me when I stepped inside the store almost three months later. He is the true salesman!

Don’t even bother with Nick Scali! After sale care is ridiculous. Maybe focus on helping your customers instead of deleting negative Facebook comments & reviews and posting fake 5 star ones. Highly regret not reading the reviews before ordering our couches. Got a replacement couch that isn’t the same colour as our original. This company is a joke!! Extremely poor customer service!!!

Thank-you very much Alan for your patience and assistance in helping us select some amazing pieces of furniture for our new home. You made the shopping experience awesome with your taste, advise, knowledge and humor. We really enjoyed dealing with you over the few days. Thank-you so much for your assistance and unbelievable prices. We will be back Alan. Regards Mark & Neda

We were very happy with the instore service and we were kept up to date with the delivery which was delayed several times which was out of their control. The day of delivery we were kept up to date as to when the furniture would arrive, and the delivery men were more than helpful and very careful with our furniture. WE would recommend the Preston store to our friends

We have purchased the sofa last year,Now the Stitchers are coming off and the back support is sagging in,Also fabric has some colour variation,Highly not recommended buying sofas from Nick Scali because their product quality is so poor,Their customer service is not replying to the emails and not returning the phone calls either…please avoid Nick Scali.

Bought a couch and an armchair. We were served with staff member Oliver. He was great and was able to sort out all our needs. One thing I didn't like was that we were charged 2x delivery since we picked a couch and armchair from different lounge options. I feel both of those should come under 1 fee

By far the best furniture store we’ve been to. Alan was incredible and so patient. We definitely weren’t easy to work with due to our indecisiveness, but Alan was patient and made sure we got what we wanted and loved. Nick Scali are very lucky to have him as a sales assistant.

I was disappointed when I was told I couldn't take a floor stock item home with me on the day. It was the only one there. They said it goes to Keysborough and then they deliver to you with a charge and would take 3-4 weeks to get it. Really. So I just left .

Quality service by Polina at NS Preston. Gave great recommendations, knowledgeable, patient and gave us clear and unbiased guidance when asked. Awaiting delivery due to covid delays but what can you do- just adds to the excitement of the new couch!!

Cusomter service were very friendly but seems like they just tell you what you want to hear to lock in the sale. Was told 10-12 week delivery, I call them after 13 weeks to be told it is another 3 months away.. shocking after sales service..

Terrible company to deal with! Avoid! They attempted to deliver a table where they deviously tried to hide obvious defects by filling them in with a black marker. The customer service centre refused to refund. Lady was extremely rude.

won't buy Nick Scali anymore due to the manager Awod at Preston very very very very very rude.. They don't want to fix the problem at all poor quality furniture... price change $500-$1000 in one week..... bad shop ..stu**d. manager

Unfortunately like previous reviews the products take more like 15 weeks to arrive over the quoted 10-12 weeks quoted which makes it hard to plan. Initial customer service was fine though but should update their estimation process.

Attentive, high quality customer service over a number of visits to decide on our new lounge suite. Can’t fault staff members Polina and Vipin for their friendliness, product knowledge and willingness to assist. I highly recommend.

Don't look at bad reviews for other managers, Orion (assistant manager) was amazing. Spent time, gave us many options, gave us all info even spelled out the fine print for warranty and material details. No bull, great service!

The sales assistant who helped me did a great job but it was a colleague of hers that nearly o put me off buying anything at all. Misrepresenting information so as to push for a sale is bad practise! Customers aren't stupid!

Don't rely on their delivery date, they keep pushing it back and back. Either staff know there would be a delay and they don't tell you (to make the sale) or they don't know are not aware of their delivery process.

Big showroom, but staff not very proactive and just sitting around instead of helping people. I walked out and ended up purchasing elsewhere as a result.

Awesome place to shop. Great discounts and Alan the guy that gave us his service was very friendly, sense of humour. An all round great guy …

Excellent service at the store. Very happy with the sofa. Just wish they'd taken the packaging away. Other brand did that with our first sofa.

What a fantastic place with large variety of product. Vipin helped us to choose the couch. So far, fully satisfied. Highly recommended. thanks

Thank you to Orion and the team at Nick Scali Preston. The wife and I could not be happier with the service provided by this team.

kind of furniture i like to try and see the final results. to difficult to see and feel the difference in other things as in price

Very bad product .. poor quality.. Service bad The owner Awod is big Crook and liar ... Don’t deal with him Very rude person ....

Fantastic range of quality products. Staff are always helpful and not pushy which makes it a great place to shop for furniture

Great quality furniture. Very friendly, helpful and professional service and follow-up for delivery. I'm a returning customer.

It's quite a big store. It's a new store just under a month old. Like all Nick Scalli they won't budge on the ticketed price.

Made $10k purchase with them for table and sofa. The experience was speechless . Will never return to Nick Scali !

Beautiful furniture displayed in a tasteful classy way. Prices don't seem to be too expensive for what you get.

the store manager really very bad person have never seen a person like this before... NAME: AWOD~~~~!!!!!

Outstanding service from matt. Truly a well informed employee on how to deliver top quality service

Visited Bell st Preston store. Really nice furniture. Staff not all over you so you can browse.

Amazing collection. Little pricey than others. Furniture assemble in site which is very helpful

So happy with the service thankyou Alan for getting us our couch! So grateful for your help!

Great furniture, great service too. The staff there especially Vipin helped us out a lot.

I like this place, excellent price, the style of the furniture classy, and good quality.

Customer Service by Vipin at Preston Store is really excellent.we had great experience.

Table is nice But you need to ask questions about sealing as it was concept. Not Shiney

Promise the earth at point of sale, don’t give a monkeys about delivery!!! Hopeless!

Friendly Staff, Quality furnitures with good deals ! Recommend this Showroom !

Oliver was incredibly helpful and wonderful staff in general!!! Thank you!!!

Not everything was on sale, the sofas that I really liked were not on sale.

So many stylist furnitures, very large discount, good caring for customers

Huge store with an extensive range. Will be purchasing a new sofa soon.

Great shop with Livy products. Fantastic service. Highly recommended.

You get in store and you'll definitely find something of your taste

Great service and beautiful furniture. Got myself a nice couch

Thank you so much to Allen. Amazing customer service. ❤️❤️

Horrible service & delivery. Will never use them again.

Great furniture with friendly first class service

Nice Chase with a recliner half price bought one

Fantastic service and great furniture.

Very helpful staff and great furniture

Clean and tidy and staff are helpful

Great Store and very friendly Staff

Good staff but not a lot of options

Great variety and attentive staff.

Wish I could afford the furniture!

Worst customer service ever !!

Sales guy is pushy and rude.

Great range of furniture

Was a good experience.

Service was excellent

Muy buena atención