Nickscali Reviews 491

Prakash was very helpful with our latest purchase and went through everything thoroughly and explained everything well.

​I am writing this to warn anyone considering Nick Scali Thurrock: their word is worth nothing and their internal systems are a shambles. My 8-month ordeal (Order #GU00667) has been defined by a constant stream of misinformation.

​1. The Sales Misrepresentation:
I was explicitly told at the point of sale that by ordering two items, I’d pay one delivery fee for a joint delivery. They broke this immediately, delivered separately, and then tried to offer "waiving" the second fee as a goodwill gesture for the delay. You cannot offer a "gesture" for a fee that shouldn't have been charged in the first place.

​2. The "Call Back" Culture:
Throughout this ordeal, I have been repeatedly promised calls "within the hour" or "by the end of the day." Not a single one of these callbacks ever happened. I was constantly forced to chase them, only to be met with total silence.

​3. The Internal Chaos:
For months, I was given no explanation for the delay. Staff at the Thurrock store repeatedly told me that because the original salesperson didn't place the order correctly, they "couldn't work out what had gone wrong." To this day, I have no clear answer as to why my order was never fulfilled. They only recently started blaming "production issues" after 8 months of mystery.

​4. Zero Accountability:
After being ghosted for over a month, I was told the wait would be 10 months total. Manager Craig Harbisher considers a £30 waiver appropriate redress for holding my funds since August and ignoring my correspondence. He is now demanding "supporting evidence" for my loss. My evidence is the 240+ days of frustration caused by their total inability to provide a basic service or an honest update.

​Conclusion:
They have finally triggered a refund because I threatened legal action, but they refuse to take responsibility for the deceitful and incompetent way they handled this. If you want furniture delivered in the same year you buy it, do not shop at Nick Scali.

Had an amazing experience with Ryan and enjoyed every moment of it!

I went to Nickscali after a walk with some friends, we were just looking around, I did mention that I could be in the market for a new sofa. Stephen was helpful in finding me the suitable size sofa for my stature. The sofa was on special offer as well, did choose a colour different from the one on show. Stephen did send me quotes the same day, and I went in 2 days later and sealed the deal. Stephen is a new sales person and had a very helpful lady called Grace I hope that is correct. but again she was very helpful in the process.

Could not fault the service. Richard introduced himself on entry and made us feel so comfortable, leaving us to wander around at our own convenience. He was there when we had questions and super informative. Fantastic service and a great experience.

Visited the Wednesbury store and spoke with Kay. WOW. What a service. I went in for a browse and came out with a new sofa. This store offers everything. Amazing colours and shapes. Thank you Kay you really are amazing.

I bought a sofa from the Croydon store. On delivery the sofa had 2 long deep pen marks that are ingrained into the leather. The delivery company took pictures at the Croydon store with the pen marks and showed them to me when I complained. I contacted the store manager and he told me that there is nothing that he can do and forwarded it to the companies head of service and after 1 week I have heard nothing. I don't recommend this company and their products.

just purchased a sofa with nick scali and what an amazing experience, we wasn’t rushed to make a decision, we was shown all the different fabrics and colours the sofa came in, was given the best customer service i’ve ever recieved when buying a sofa, Lilia Bocskor at the watford branch on colne valley retail park is an absolute credit to the company and there should be much more people like her in the retail industry, we cannot wait to get our new beautiful sofa, no other sofa shop can match up to Nick Scali

Nice and straightforward! Second time customers now.

Elizabeth was very patient whilst I sat on every sofa in store and deliberated over so many different colour and fabric options.
Great service and support

Abdul, was fantastic with the time he took to show us and help us pick what was right for us.

Knowledgeable, polite, happy chappy, not at all pushy but we were aware Richard was available to answer questions and offer advice. Enjoyable purchase in a relaxed atmosphere.

AVOID buying from Nick Scali. My experience ordering a modular sofa at the Croydon outlet has been a nightmare. I went into the store and clearly said I wanted a mirror image of the sofa on display. The salesperson picked all the pieces and drew up a plan, which I signed. They got it wrong. When the sofa arrived, it was completely different from what we had agreed.

The problem is simple: they didn’t do their job properly. Their staff chose the wrong modules, and the result is a sofa that can’t even be arranged in the layout I asked for. This isn’t a small mistake or a slight difference—it’s a basic failure to get the order right. You expect a furniture company to understand its own products and put together a correct order, but that clearly didn’t happen here.

What really makes this worse is how they’ve handled it. They rejected my complaint and refused to offer any refund, replacement, or proper help. No accountability at all. They made the mistake, but I’m the one left dealing with it and paying the price.

This has completely ruined what should have been a simple purchase. A sofa is a big expense, and you expect at least a basic level of competence and care. Instead, I’ve been left with something I didn’t order and no support to fix it. I’d strongly warn anyone thinking of buying from them to STAY AWAY.

Jaz and Abdul were absolutely brilliant. The customer service was warm, welcoming and friendly. The sofa’s are completely different from any other company. It’s rare you can find recliner sofas that are actually beautiful, it’s the perfect blend of practicality and design.

Excellent Customer Service

I went to your Lakeside store looking for a new suite with my daughter and spoke to Gareth who directed me to what I was looking for, leaving me to browse and try out. When he came back to me I had chosen the suite I wanted.
He went through everything that I wanted to know, explaining everything about it - leather or fabric, colour, sizing, combinations, etc.
All costs were explained upfront.
I was happy with all information given so purchased what I wanted.
The store was very welcoming and Gareth was so very helpful and informative about everything,
I would strongly recommend this company and will definitely be going back!

Christine was excellent very knowledgeable and made us confident in our purchase 😀

DO NOT BUY FROM HERE.

Absolutely appalling customer service and quality of furniture. Me and my partner had our sofa delivered in November 2025 which we payed over £2500 for and the fabric material has all blobbled and spreading through out the sofa. This started happening 2 weeks after we had it delivered. We rang customer services who came round to see the problem and said “ it’s wear and tear “ nothing they can do and told us to go and buy an electric roller to remove bobbles. Absolutely shocking after having it 2 weeks. Also now after 6 months of owning the phone charging points have become very temperamental.

Would not advise buying a sofa from there.

An excellent experience and great deal with reasonable prices.

Excellent service from Sana and Paul in Coventry.

Excellent service, knew exactly want I wanted. Nothing was too much trouble
Looking forward to my new settee.and would definitely recommend to all