Nickscali Reviews 

Carmen is amazing, very helpful and great customer service!

Unfortunately, things got worse after my original review.

After receiving no meaningful communication following my online order, I eventually cancelled due to the ongoing processing and delivery uncertainty. The item was a standard, non-bespoke rug purchased entirely online and had not been delivered.

Despite this, Nick Scali refused to provide a full refund and retained £25 as an “administration fee”. I challenged this and was repeatedly referred to their Terms & Conditions.

The problem is that their own T&Cs appear not to support this charge. The £25 administration fee they referred me to is specifically stated under the section covering custom-made/bespoke goods, whereas my purchase was a standard, non-bespoke online purchase. More importantly, their T&Cs state under section 3.4 that where products have not been delivered, “We don't charge a fee for the refund.”

Despite pointing this out, they still refused to refund the £25.

What should have been a straightforward cancellation and refund has therefore turned into a frustrating and unnecessarily drawn-out process.

My advice? Reading the T&Cs probably won't help you much — they don't appear to operate within their own T&Cs anyway.

Bought a bed on 9th June and expected delivery was 14th july. we called them several times and they said it is delayed and in the end when we asked for a refund of deposit they did not even bother to reply to our email. today is 10th of september and they are not responding to our emails and are very rude on phone calls. they are ready to deliver on 16th september and we keep asking our deposit to be refunded. we wanted this bed before our special occasion at home with lots of guests. they ruined our expectation and also very poor serivce. planning to complain in take them to consumer court.

On entering the store we were not pestered and we were allowed to browse. Then someone came over and went through the different styles and types of sofas, they were extremely knowledgeable on their products, were not pushy and incredibly helpful in making us make the right decision. Just browsing we weren't aware that you could customise the different types of fabrics , colours and designs. The sofa was delivered and installed without fault and the sofa itself is of excellent quality, so comfy and exactly what we wanted. Its still early days with the sofa but i cant see us having any issues. Great service and products and so glad we chose them

Nickscali’s products are very well made and reasonably priced, customer service from the sales staff was great, especially Lak and Gareth were extremely helpful with product information and suggestions etc.

John, Fosse Park Leicester thank you for your excellent service. We really appreciate your help in finding our perfect sofa.
Thank you

We had a great experience ordering our sofa from Nick Scali in Thurrock and Gareth was absolutely brilliant throughout the whole process. He was extremely helpful and patient, helping us with everything from choosing and changing the fabric to getting the right sizing and discussing delivery times.

Nothing was too much trouble, and Gareth made the whole process so much easier and stress-free. He was friendly, knowledgeable and really took the time to make sure we were happy with our choices.

Thank you, Gareth, for all your help — we really appreciate it and can’t wait for our sofa to arrive!

The staff were really attentive.Darren is such a nice salesman lovely personality. Such good styles of sofas and accessories to choose from. We have bought a great sofa chair and storage stool. Great experience. Highly recommend a visit

We are very pleased with our new sofas from Nick Scali. We hunted high and low for the right size, colour and comfort, and these ticked all our boxes. The showroom experience was pleasant not pushy. The delivery was very well communicated and on time as advised. No complaints just happy customers. Would recommend a visit for something a little bit different at a very good price.

The ordering process has been friendly and straightforward. Kully and Sana in Coventry have been excellent - we’re looking forward to getting the sofas!

Great company to deal with from start to finish.. and beyond! Went into the store a few times to get inspiration! Staff were amazing and spent time but not TOO much time like other stores! Ordering.. paying.. delivery were all well communicated and on time as promised!

If you want a stress free, enjoyable experience DON'T go to Nick Scali, Colchester. In order to eventualy get my three piece suite delivered I had to threaten them with court action, trading standards and me standing outside the shop discouraging would be customers from entering. After some thirty to forty telephone calls I was promised a call from head office. Did the call come? You've guessed it NO. After more threatening calls someone did call and gave me a delivery date which clashed with my hospital appointment. I cancelled the hospital appointment (I had waited 6 months for). He also waived the exorbitant £195.00 delivery fee and promised me a return call with some sort of recompense, of course he never phoned back. When I asked him for his phone number he said it would be emailed to me, yet again more lies. The delivery company had to phone me en route to ask for my post code and door number and when they did arrive they asked to borrow a pair of scissors to cut the strapping, (very professional). I could write for another hour about the customer service (or lack of it). I also tried to ring their customer service help line on a few occasions and surprise surprise it was dead. YOU GET THE IDEA, BE WARNED.

I’m sharing my experience so potential customers are aware of the ongoing issues at Nick Scali and can avoid the stress I went through.

When we visited the store to finalise our sofa bed, we were told we could take up to 3–4 years of instalments with a 10% deposit. After choosing the product, I asked to complete the finance application in-store. Instead, the staff member said he would “send a text” and I could finish it at home.

When I tried to complete the application at home, the only option available was a large deposit with a 12‑month instalment plan — completely different from what was promised. When I called back, I was told that the 10% deposit option is only available in-store, which contradicted everything said earlier.

The situation worsened when I learned from V12 Finance that retailers can choose longer terms in the application, meaning the store could have applied for 36–48 months but simply didn’t. Instead of reapplying, they said they would “enquire” with V12, even though a reapplication was clearly required.

The finance issue was eventually resolved, but only because I escalated it myself to customer services, not because the store took responsibility. It was an unnecessary hassle that showed a lack of training and care.

Unfortunately, this was only the beginning. A follow‑on delivery and installation issue occurred later, forcing me to escalate the matter to the Furniture Ombudsman. Shockingly, Nick Scali did not respond to the Ombudsman for a long time, despite businesses being expected to reply within 10 working days.

This pattern — incorrect finance handling, contradictory information, poor communication, and ignoring an Ombudsman case — reflects a concerning level of negligence. For a premium furniture retailer, this is unacceptable.

I hope this review helps others make an informed decision. My experience has been stressful, time‑consuming, and far below the standard expected from a company operating at this price point.

Really pleased with my sofa and the service from the Nick Scali Watford team. Everyone was friendly, helpful and professional throughout — couldn’t be happier with my purchase!

Kuli was very nice and professional

She is good at her Job

Very helpful service from John @ Fosse park, Leicester. Amazing choices and prices. Brilliant service. Definitely recommend!

Amazing sofas in the Leicester show room and top quality! Service from the showroom is very friendly and helpful. Can’t wait for our new sofas to arrive. Check out the showroom, you won’t be disappointed!

Great experience at Watford store with Mo, I visited the store twice Mo was very helpful and knowledgeable with the products. Look forward to getting own new sofa

Helpful informative sales exec Carmen. Reasonable prices and good range of choice

In store service from Grant was phenomenal. He showed us multiple designs of sofa and explained everything we needed to k ow about each one. When we had picked the sofa he guided us through the customisation process to make sure we have a sofa that perfectly matches our needs.

The sofa we purchased took slightly longer to arrive than advertised (this was more due to global events than Nick Scali), however once it did arrive it looks fantastic and is the most comfortable sofa I have ever used.

I would highly recommend nick scali to people who are looking for new furniture, especially the Stoke shop as the staff are fantastic.