Nickscali Reviews 

Sana and Richard were super helpful when we were buying our sofa. 10/10 customer service !

I bought a sofa few months ago and the Coventry store staff were great and polite, i ordered the colour Navy Blue as per the swatch and pictures shown paid deposit and everything seamless but then the sofa was delivered this week and what turned up was a light blue Sofa not Navy, they said that it was the light in my front room and matched the swatch which it does not making it lighter which is a joke, sent them all the pictures to prove it and was just fobbed off by the store manager and said we raise a ticket and customer service & Store manager reading from a script in customer service saying what i ordered was what i got and no care or empathy what so ever to even try and resolve the complaint which is still on going its almost like they just dont care, my partner is really upset and stressed out as this is a £4,000 sofa and we have decorated the room to reflect Navy Blue. I asked them if someone would come out to see it or could i speak to a senior manager and the answer was no, i sent multiple pictures to show the difference and still nothing. The sofa was very expensive and the quality is good but getting a completely different colour to what i was expecting and no help what so ever is totally unacceptable, i have consumer rights to cancel and order a new one but they just ignore it. I was emailed by the customer service team to say yes the colour is different but its the light in the room and just report us to the furniture ombudsman customer service said which i find flabbergasting and emailed also on this and the number. In all my 35 years in retail working it has to be the worst after service ever and is not acceptable, i have raised a complaint to the finance company who have gladly accepted and delayed any payment until resolved and if no resolution the finance company will cancel the finance under the consumer rights act as i will be sending them the proof emails and photo's. I am also considering contacting Watchdog, Trading Standards or Coventry Telegraph to make them aware of this due to reading all the other reviews of stars 1 to 3 and the same theme happening again and again this level of aftercare - customer service cannot continue. I am going to give them 1 more chance to resolve this as been into the store today and the 2 gentleman in store kindly gave me the swatch they had in store to go home and take a picture against the sofa then return the swatch they were very help full and understood our situation and hopefully we can resolve & order a new sofa as feel that's fair. I will update once I have a response or outcome
I cannot recommend Nick Scali based on my experience. Rating: 1/5 ⭐

We were customers at the ParkGate Rotherham store, we were helped out by Scott, he went out of his way to help us find what we wanted. Brilliant customer service.

We had bought a sofa previously when it was Fabb Furniture and wanted to try match to it. Unfortunately, it was no longer made but they went above and beyond to try get one for us, contacting the factory and seeing if it could be put through for just one sofa, they took our emails and were good at staying in touch.

Unfortunately, this was not possible in the end but they took the details of what we had and found the nearest match in the Edinburgh. Again though he went further and also found sofas they had which came in the same colour and basically the same material to show us incase the Edinburgh wasn't it for us, checking what characteristics we liked of the previous sofa and what could be found for us now.

Luckily the Edinburgh is an excellent match for us and we did go with that in the end but it was brilliant that we had a few options to compare that were both great matches to be fair. He even got a tape measure for us to help us visualise the size difference from the model and the size we were ordering.

It was an easy process and there was no pressure or pushing. Just us saying what we wanted and Scott helping us figure out what would work.

We had a fantastic experience at Nick Scali. Sana’s knowledge of the products was excellent, and she looked after us so well throughout the whole process.

The whole experience was a breath of fresh air compared with other furniture stores we’d visited. Sana made choosing our furniture easy and enjoyable, and we couldn’t have asked for better service. Highly recommended!

Was a great experience greeted by Richard told about the store and he was very helpful

I am absolutely appalled by the experience we have had with Nick Scali. After waiting months for delivery, the service we received was shocking. The delivery drivers were completely unprofessional—they dumped our expensive sofa on the driveway wrapped only in thin plastic and were about to drag it along the ground. If my son hadn't been there to physically help them pick it up and carry it inside, it would have been ruined.The workmanship is incredibly poor. The cushions are completely underfilled, causing unsightly wrinkles to appear all over the leather. Following our first complaint, they sent an inspector to check the sofa, but he was completely dismissive of the issues. It was only after we sent photos directly to the company that they finally accepted the workmanship was subpar.We then received a phone call from the after-sales team giving us a clear choice: a direct replacement of the same sofa, or the option to choose a completely different model. We explicitly chose to select a different model.Despite this, the Walsall store has been a nightmare to deal with. We had to make multiple visits to chase the issue, only for head office to call us months later claiming they had no record of anything. When we went back to the shop, the store manager was incredibly unhelpful and dismissive. He claimed it wasn't their job to report issues to the company, using a completely flawed analogy that if a new car gets a punctured tyre, you go to a mechanic, not the dealership. This is ridiculous. The sofa arrived with a manufacturing defect, and if a brand-new car has a fault, you absolutely take it back to the dealer.To make matters worse, the company has completely gone back on the agreement made by their after-sales team. Instead of letting us choose a different sofa, they are now forcing a similar replacement on us, scheduled for mid-October.When you spend thousands of pounds on a custom sofa, you expect premium quality and honest customer service. Instead, we have been lied to, given the runaround, and are now genuinely dreading the arrival of the replacement in October. Avoid this company at all costs.

Popped in for a look at the Cheltenham store and met Alan, who was really friendly and helpful without being pushy, which was really nice. We ended up getting two sofas (one being a sofa bed) and are delighted with the quality of both

The service was great at Wednesbury, Haris was very supportive. Highly recommend speaking with him and the rest of the team.

The company was excellent, particularly thanks to Richard, who welcomed us in such a friendly and professional manner. He was approachable and accommodating throughout our stay, while also giving us the freedom to enjoy our time without feeling under any unnecessary pressure. His warm and respectful manner really contributed to making the experience a very pleasant one.

Excellent in store service.the staff were always polite and knowledgeable.It was a relaxing atmosphere,good quality furniture and no pestering to buy.

Sales staff were easy to deal with. The delivery team was fantastic as well, and the communication was great. We mainly dealt via text messages; they kept us informed.

I had the best service in store and delivery at Farnborough store
The furniture was outstanding quality

So the sofa was collected 8 days ago. I spoke to customer service last Thursday, they confirmed the sofa was in their warehouse and would now arrange for the credit. The customer service team also confirmed that this would be processed urgently. We are now at day 7 (working days), can I just point out here that your contractual terms outline that refunds will take 5-7 working days. You are now in breach of of this contract. Where is my refund ! you owe by £2717 + the delivery cost of £195.00. I have been incredibly patient, but this is not acceptable at any level.

Why do you offer zero customer service?

Why to you fabricate stories that are not true, you claim to have sent me an email confirming the credit, but guess what, no email !

Why do you not adhere to your contractual obligations?

Why do you never ring your customers back and why do you never put anything in writing when requested. Is that so you can dodge the narrative and not be responsible for your shocking customer service.

Shocking at every level, you are an absolute disgrace.

On the 10th September this was escalated to a Manager, guess what zero contact or response from Nick Scali - that says it all !!

Zero accountability from this brand, please, please, please think very very carefully before committing to a purchase from Nick Scali.

So Jes, was a lovely. Professional sales person. Jes spent time to discuss and go through the purchase whilst making us giggle.

Amazing work Jes!

Amazing customer service at the northampton branch, found our perfect sofa and arrived 3 weeks later. The delivery company used was 5* from delivery to assembly i cannot fault them

Great buying experience and fantastic furniture quality, cant wait for delivery day! A huge thank you to Christine, Carmen and the team for helping us to choose our lovely new sofas!

Scott at the Rotherham store was very helpful, polite and efficient. Found us an alternative suite to the one we had been looking at,which suited our needs better.

Amie was brilliant, she was so helpful and informative.

We were really impressed with the Swindon showroom and particularly Steve. We spent ages finding the right sofa for us before finding it at Nick Scali and Steve was so helpful and knowledgeable but not at all pushy which we appreciated. As soon as you go into the showroom it has a professional but relaxed vibe. Would definitely recommend!!

Walked into the store and was greeted by Kully who listened to exactly what I wanted and showed me the perfect sofa that both myself and my husband loved. It was the first store we went into so we looked around the 3 other stores on the retail park but nothing matched the quality of this sofa so we came back to order and take the swatches home for the perfect colour match. Staff were lovely, helpful and friendly. Can’t believe I found what I wanted straight away!