Nickscali Reviews 

Had a great time at the lakeside branch. Samir has a lot of experience and helped us decide what sofa we should go for.

Today we visited store, Colchester Tollgate.
Was helped by Elliott.
Not at all pushy, very helpful, friendly.
Although we told him we were going to look in other shops,
It did not change his approach towards us.
Customer service 10/10
We did go back, and purchased our 3 piece suite.

Very happy
Thank you Elliott

Just hope the service continues with the delivery.

I purchased a Maddox V6103 Platinum 3-Piece Modular Couch with Ottoman from Nick Scali in October 2024. Less than two years in—and despite taking very good care of my furniture—the frame completely gave in on the left side.

Two separate contractors inspected the couch and outright confirmed it was a manufacturing defect. However, Nick Scali’s idea of a resolution was to offer a repair. Why would I want a repaired couch when the frame collapsed after a few months 19 months to be exact of normal use? How is that going to hold up in 5-10 years?

When I requested a proper resolution, the endless runaround began. First, I went into the Fortitude Valley store, only for them to wash their hands of the issue and pass me off to the Customer Service department. When I spoke to Service, they just sent me right back to the store.

They eventually issued a $2,770 "reselection credit" to buy a new couch. My partner had already ordered an item from the exact same store, so I asked to apply the credit to that purchase. They refused because the order was under my partner’s name—even though it is our money and their faulty product.

After weeks of having to chase them up constantly, I spoke to a very rude service representative and asked for a full cash refund instead. I was flat out denied and told I was "contractually bound" to the store credit simply because I had acknowledged their reselection letter.

Nick Scali will happily take your money, but the moment their product fails, they treat you with total disrespect and trap you in bureaucratic loopholes. Faulty product, hostile service, and zero accountability. Save yourself the stress and shop elsewhere. Can highly recommend Freedom instead!

Furniture quality is good. Delivery guys were amazing. Unfortunately customer service and the store manager at Campbelltown leaves a lot to be desired. Multiple communication errors and when I raised this in email I was told the regional manager would call me. Still waiting on a call and it’s been 3 weeks. As much as I like their products - I will not buy anything further from there.

After purchasing our first off white Jaegar lounge suite we can’t explain just how comfortable it is. It’s truely a dream. The only thing that is so wrong with it is the recliner buttons are way down hidden where you have to squash your hand down and guess what buttons you’re touching. Such a silly place to put them so you never get it right and always pushing down a tight squeeze to the buttons. HUGE negative on a stunning lounge. Otherwise it’s perfect

Purchased a leather sofa, for which we are so far very pleased, the salesperson was lovely. We also purchased the leather care kit and insurance and were kept informed on the progress and delivery, which was on time. Two months on we still had no information regarding the insurance policy. The customer service from Farnborough branch is a shambles, I have phoned, visited, been promised by the manager personally twice, that he would chase and report back...nothing. Another call today and another member of staff, who said to call the insurance company myself, funny that, I dont have any details and wasn't offered any. I requested that the manager called me back. Fed up, I phoned Nickscali customer service who gave me the policy no, company and phone number. I rang the insurance company, so helpful, within minutes i had an emailed copy of the policy and confirmation that a paper copy will be posted out. Oh and I'm still waiting for the manager to call me back, he sets a fine example for farnborough branch.

Appalling customer service. Went to visit the Hastings store to view some side tables. Upon choosing two tables purchase, we were told it was a two to three week wait for dispatch (despite items being in stock in their warehouse in Auckland). That part was tolerable, but what came after can only be described as archaic and disgusting service.

One of the side tables we wished to purchase was a clearance item. It was in stock in their store and it was that particular item from their store that we would receive (not a dispatched item from their warehouse). We were happy purchasing the floor model on clearance, however the sales consultant informed us that we would not be able to take the item with us on the day, as “we need to fill that space in store with something else. This will take two to three weeks. Once we receive something to replace that space on the floor, you will have the item shipped to you”.

We found this very strange; that this particular item would be ours, but we as the paying customers couldn’t take it with us on the day (due to Nick Scali needing to order a different furniture piece to replace it and fill the space). It was the final item of its kind (end of line), so keeping it as a floor model was ineffective (as other customers couldn’t purchase the same item anyway). We decided to let it be, until the sales rep then told us that we would have to pay for it to be delivered to our home address. We said we would collect it from the store, however she informed us that it would need to be delivered (at a cost of $60). So not only could we not take our item on the day, we were expected to wait 2-3 weeks for them to find a different item to replace it on the store floor, and then we were expected to pay a delivery charge when we live down the road and could physically pick it up in store ourselves. The sales rep told us that this was their policy and all furniture had to be delivered (no store pick ups) and there would be a charge. We have no problem paying a delivery charge if an item needs to be dispatched from a warehouse, but expecting us to pay a delivery charge for something they are giving us straight off their store showroom floor (that we could otherwise collect) is barbaric and appalling service. Furthermore, she wanted us to sign a waiver that we were happy with the condition of the item and they take no liability for any defects….. yet she wanted us to sign this on the spot, but the item would stay on their showroom floor for another 2-3 weeks.

We feel as though Nick Scali are just out to make more money and clip the ticket even more by charging a delivery fee. I would not recommend ever buying from Nick Scali and we will not be buying from them again!

I purchased two lounges from Nick scali opposite North land in spent over $4000 never again there after service is absolutely rubbish i even took extra insurance to cover for stains and spoilage and full warranty. Now that I have issues with my lounges it took them nearly 4 months to assist me to tell me that im not covered for stains and there is a fault with the lounge it has become un even when you sit on them and there two seater recliners and both have become unbalanced to sit on they both tilt to one side, so I get a call from Sydney to tell me im not covered for the stains and yet I played extra for the cleaning service they offer and they won't come to clean it because it's not considered spoilage thats so ridiculous and the main problem with the lounges being unbalanced i was told that im using them to much and not sitting on them correctly so after getting so frustrated with the person on the phone I knew I was not getting anywhere so I told them never again would I purchase anything from Nick Scali again and if you get to read this before you want to buy from there think twice they want your money and after that they don't give a fck about customers and as for customer service after you purchase your goods is so painful ain't worth the headache even after you pay extra for insurance cover it cover nothing. Hope you go broke Nick Scali would love to see that day im sure it's not to far away

Avoid avoid avoid.
Customer service is terrible. People from Philippines that know nothing about each state. No service repairs for SA.
Terrible and they don’t care after a sale.

The sales assistant was so helpful and they have such a comprehensive and beautiful range. I could spend the whole day there shopping for furniture and the prices were great. I expected prices to be much higher but they were so reasonable . So good to have them in Bunbury now.

We purchased a Nick Scali 'Los Angeles' sofa for nearly £3,000, expecting a premium product that would retain both its comfort and appearance.

Within a relatively short few months, the seat developed noticeable rippling and compression, significantly changing the smooth, sculptured appearance that attracted us to the sofa in the first place.

Nick Scali arranged for an inspector to visit. The inspector's report stated that "A new interior would be required to resolve if within scope," but ultimately the store conclused there was no manufacturing fault because the softening was considered "normal use."

My disappointment is not simply with the outcome, but with the customer service. Each time I raised further questions, I received what appeared to be largely the same cut and pasted standard response explaining that sofas soften and crease with use.

I fully understand that upholstery settles over time. My concern was whether a £3,000 premium sofa should deteriorate to this extent after relatively light household use. Unfortunately, Nick Scali never addressed that question directly or explained what level of durability customers should reasonably expect from a sofa at this price point.

When you invest this amount of money in furniture, you expect both a premium product and a willingness to engage meaningfully with genuine concerns.

Based on my experience, I cannot recommend Nick Scali.

I had a great customer service experience @ Nick Scali Preston. Sam was great with product knowledge and advice. Gave us plenty time to pick our new leather lounge. Thanks Sam

Avoid Nick Scali / Plush – Terrible After-Sales Service & False WarrantyI am writing to share my awful experience with a Plush product (which is now under Nick Scali) and their abysmal after-sales service.Within the first 5 years, we experienced issues with the electric buttons. While they fixed that specific problem, they completely ignored the leather issues we reported at the exact same time. We even shared pictures, but no one bothered to look into it.It took 2 years of constant follow-ups and approximately 20 phone calls—explaining the situation from scratch every single time—just to get them to send a technician to inspect it.The Inspection Trap:The first technician agreed the issue was major and noted that Nick Scali usually sends a private inspector for these cases. When that second inspector arrived, it felt like a trap. He asked to see our leather care kit. During a casual conversation, I showed him some leather wipes I use for my dining chairs and asked if they were also suitable for the recliner. I explicitly highlighted that I had not been using them on the recliner.The Rejection:Nick Scali used this conversation against us. Both inspectors complimented how well.we keep our house and the furniture.
In their report, they claimed the leather was peeling due to our "natural hair and body oils" and alleged we did not look after the lounge. They also claimed the dining chair wipes were bad for the recliner. Their customer care team clearly used a generic, copy-pasted response that they likely send to every customer to avoid payouts. They flat-out blamed us, stating it wasn't a manufacturing fault and wasn't covered by the accidental warranty.My Questions to Nick Scali:Why did nobody look into the leather issue when we first reported it?Why did it take 2 years of chasing you to get an inspection? Leather degradation gets worse with time; it doesn't miraculously fix itself while you delay.Why is customer service only trained to reject claims instead of offering actual solutions or repair advice? When I asked for repair recommendations, the representative just told me to contact the warranty department again, knowing they would reject it.My Major Takeaways & Warnings to Buyers:The Warranty is Useless: They run discounts year-round, but if you need a paid repair, they charge you based on the inflated "full retail price." The extended warranty is just a money-making scheme to fool customers.Don't Be Fooled by the Name: Do not buy into the Nick Scali name thinking it is a premium brand. It is a brand built on dodging accountability and cheating customers.The staff supporting these practices don't realise they are digging their own graves. Karma is real—when you treat customers poorly, you will eventually experience the same unfair treatment elsewhere.

Overall terrible experience. Our address is an apartment and they left all the trash in common areas, blocking hallways etc. very unprofessional. Ordered in March continuously got incorrect expected delivery dates. First it was the start of June, then sometime in May, then end of July, then start of july (was told this during the first week of July and had to push for an actual date). The worst communication I've experienced with any furniture store. There is no store specific phone number so you'll always have to wait on hold to reach someone who may not know actual details about your order. At one point I kept getting emails that there were issues with the order and to get in touch. I was overseas, so everytime my partner would call which would connect to a general number, and was told nothing has changed, expected delivery date is June. Eventually had to request that if there's some kind of change the workers who answer the only phone number you can call is not aware of it and just email the issue. Fabric stock was low and that meant we had to wait an additional 45days before our 1-12week turn around time began. Apparently the order date is not when you order it's when they bother to check stock which can be a month after you order. If you need a couch, order from anyone else and you'll probably get a couch made in the same place but hopefully with better communication and service

We purchased a couch from Nickscali’s Frankston in the ex display/clearance area, which is not lit up very well.( be aware) We had the couch delivered to discover all the cushions have sun stains. What a waste of $2500. Very deceitful sale, the staff at Frankston were more than happy to sell without any disclosure of the sun damaged material! We tell everyone about our experience 😖
Don’t trust them!!

I visited the new Nick Scali showroom in Ballarat out of curiosity — just a browse and a bit of a sticky beak to see what the store was like now that it had opened locally.

As soon as I walked in, I was greeted by a stunning, spacious showroom and a warm welcome from a team member. She shared a brief conversation with me, made me feel comfortable, and encouraged me to take my time exploring. There was no pushiness, no pressure — just genuine hospitality. She even invited me to sit on any sofas I liked and enjoy the space at my own pace.

I explained that I was only looking and had no intention to buy. She smiled and said, “That’s perfectly fine — enjoy our beautiful showroom.” She also pointed out the murals throughout the store, which were inspired by Ballarat — a lovely touch.

After spending some time wandering and enjoying the layout, she checked in again to see how I was feeling about the showroom and whether any pieces had caught my eye. Her product knowledge was impressive — fabrics, designs, comfort levels, custom options — she knew it all. She even sat down with me to chat about the styles I love.

What started as a casual visit turned into well over an hour of thoughtful guidance from this young lady, Haylee, who helped me explore colour choices and design concepts. In the end, I purchased a leather sofa bed and a dining chair to use as an accent piece.

The service, knowledge, and passion Haylee showed were outstanding. The showroom itself is absolutely stunning and welcoming — exactly what Ballarat needed.

Absolutely terrible customer service.

We spent around $6,000 on a couch and also paid extra for accidental damage warranty. Over a month ago, we were told a contractor would contact us to arrange a repair, but we’ve heard nothing since despite multiple phone calls and emails.

The lack of communication and after-sales support has been incredibly disappointing. Premium prices, but shockingly poor customer service. I wouldn’t recommend buying from Nick Scali based on our experience.

Disappointing Customer Service

I visited the store on Sunday intending to purchase a bed frame and two bedside tables. I had already placed an order for a different bed elsewhere, so before committing I needed to confirm I could cancel that order.

At no stage during my visit was I advised that the sale was ending that day. There was no mention from the salesperson, no reminder at checkout, and nothing that indicated the pricing would expire that evening.

Once I had successfully cancelled my original order, I went back online to purchase the furniture, only to discover the exact same items had increased in price by around $600.

I called the store immediately, explained the situation, and was told someone would look into it and get back to me. Unfortunately, no one ever did.

The following day I returned to the store in person. The staff were able to find the original quote in their system, but simply told me that "the price is the price" and they couldn't honour the previous offer. There was no attempt to find a solution, no goodwill gesture, and very little empathy for the situation.

I understand that sales end, but I was already in the store during the promotion and was actively trying to finalise my purchase. A simple mention that the sale ended that day would have avoided this entire situation.

Unfortunately, the lack of communication and the complete absence of customer care has left me very disappointed. Based on this experience, I won't be returning.

Well finally save up enough money to buy what I thought would be the best quality! Oh how wrong I was. Once they get your money they just don’t care. Our lounge was built 100mm shorter than the one in store and but apparently it’s okay as it’s within their margin of error!
So very disappointed as this lounge wasn’t cheap and yet even the quality is pretty ordinary.
I will never buy anything from them again.
I would encourage anyone thinking about buying from them to reconsider.

The Accidental Damage Warranty is a scam. Do NOT pay for this. The in-store Sales staff are fantastic.

The after sales staff and warranty is run by the Philippines and they are not empathetic or helpful.

I have dealt with smaller furniture companies before and their service is superior.

Shame on you Nick Scali