14,055 reviews
AI reviews summary
The overall sentiment for Koala Living is highly positive regarding the in-store experience, with the vast majority of users praising the professional staff and aesthetic showroom layouts. Customers frequently highlight the unique, luxury designs and the helpfulness of specific sales consultants across various Australian locations. However, a significant segment of negative feedback reveals a stark contrast between the sales process and post-purchase logistics, specifically regarding lengthy delivery delays and rigid return policies.
Pros
Cons
Verdict
Koala Living is highly recommended for consumers seeking unique, high-end furniture and a premium in-store shopping experience. However, potential buyers should be wary of significant logistical hurdles, including extended delivery timeframes and a restrictive returns policy that may penalise customers for unforeseen delivery issues or changes of mind.
Had a wonderful experience shopping at Koala Living Auburn. The store has a beautiful range of furniture, with high-quality pieces and a very welcoming atmosphere. Best part is the staff, very accomodating and knowledgable about the products. 5 star all the way!!!
impressive display, unique products which stand out in the market. Stylish designs. we purchased many decoratives and Vases. happy with service by mq, she has very good product knowledge. we recommend Koala Living to ur friends. Show details
We are very happy with the patient , friendly staff. Grace and your manager Eli were excellent in their customer service. We will keep shopping at Koala living in the future. Show details
Reviews with attachments
Purchased a tv unit and Sofa, staff very helpful friendly and professional, definitely would Visit again Show details
Lovely , knowledgeable staff . 50% off today and we went ballistic ! Bought a beautiful lamp and some paintings. I would thoroughly recommend - it’s a beautiful store . Show details
Koala Living Marsden Park is an absolutely amazing store with beautiful furniture pieces and wonderful staff, We ordered the Margo Lamp and the Brooke Lamp and they look absolutely gorgeous in the house, the products are very good quality and very stylish. Show details
The quality of Koala’s products is excellent. Today I had delivery of buffet and lamp which complement previously bought dinning chairs. The delivery young buys were polite and very helpful. I highly recommend Koala Living products and service.
Best place to decorate your lovely home … I love the place.…
Happy with my purchase, high quality product high quality services
Awesom shop, great service, got everything we wanted and more!
Really happy with those chairs, really comfortable and relaxing to sit on. Thanks Vanessa, she really freindly and helpful.
The sofa is really nice, with high-quality leather. Very comfortable, and the size is just right for our home. The colour is browner than in the official photo. Show details
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We found everything we wanted. Being a member, 50% off everything is so cool. Will shop again... Show details
Amazing products and staff service , always delighted to purchase from here
Very beautiful products and great customer service. I really like the store setup.
Koala Living catches our taste and when we look for Sofa they offer a variety of selection which is elegant and appealing. We highly recommend the store with their flexibility and customer service. Show details
The quality of Koala’s products is excellent. The staff member we met today was very warm and helpful, and recommended a discounted leather sofa at a great price. We made the decision to purchase it right away Show details
I had the absolute best experience at Koala Living Osborne Park! From the moment I walked in, the customer service was exceptional. The showroom is beautiful, and the quality of the products truly stands out stylish, elegant, and well-made. A special thank you to Venessa, who was absolutely amazing. She was warm, knowledgeable, and genuinely… Read more
helpful without being pushy. She took the time to understand what I was looking for and made the entire process smooth and enjoyable.
If you’re looking for great service and high-quality furniture, I highly recommend Koala Living Osborne Park — and definitely ask for Venessa!
Latest follow-ups
I am happy with the prices, services, quality and 60% off promotion
Follow-up · Dear Koala Living Team, I hope you’re doing well. I haven’t had any delivery from Koala Living yet, so I can’t comment on the delivery experience at this stage. My order is currently scheduled for delivery in the third week of September. I’m really looking forward to receiving my furniture and seeing it in my home. I just hope the delivery date arrives soon, as it feels like quite a long wait. Kind regards, [Name Removed]
We are so happy with our Koala furniture purchases. Great quality from Koala and great staff member Ewin who went above and beyond to assist us! Thanks Ewin Show details
Follow-up · Solid warranty, delivery was excellent. We paid for a superior delivery so the team delivered the goods, assembled the furniture in the right position and took all packaging away, so worth the extra service for the cost!
Excellent furniture quality and very helpful staff. Great shopping experience. Beautiful designs and friendly service. Highly recommend this store. Show details
Follow-up · Best sofa we had it is been a while now and we are very happy with it.
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Positive reviews
I had a great experience shopping at this furniture store. The staff were friendly and helpful and there was a good selection of quality furniture at reasonable prices. Delivery was on time, and everything arrived in excellent condition. I would definitely shop here again and recommend it to others.
Christie at Koala Living went above and beyond to help me find exactly what I needed. She was patient, knowledgeable, and genuinely cared about making sure I left happy with my purchase. It’s rare to get this level of service these days, she turned a simple shopping trip into a great experience. Highly recommend asking for Christie if you visit this store!
Christie is the best sale’s person i have ever met in my life Shes friendly , helpful and most of all very patient She has Zero attitude. She gave me all the time i needed,I ended up buying furniture for my whole house because of her. She is defenitely an asset to her company (koala living )in homebush DFO Thank you so much Christie.
Negative reviews
Absolutely disgraceful customer service. After spending over $15,000 and paying in full, my delivery has been missed twice. Not once has anyone taken ownership of the situation or provided a genuine solution. The communication has been non-existent—I’ve had to do all the chasing, with no phone calls, no updates, and no accountability. For a… Read more
company selling premium furniture at premium prices, the level of service is embarrassing. Once they have your money, it feels like customer service is no longer a priority.
This has been one of the worst retail experiences I’ve ever had. I would never recommend this company based on the way I’ve been treated.
I recently purchased 8 dining chairs. On arrival due to the colour not suiting my home, I requested to exchange them. As I had removed them from the box, I was declined an exchange. They were not used and immediately returned to the boxes. I also requested my exchange request to be escalated to management for consideration and this was also not supported. Purchase with extreme caution as the customer service is poor.
Hi AMW, We cannot verify you under your post name… Read more
Make sure you order your furniture a year in advance. I placed my order in February and am still waiting on missing items. Main part of the order just came in a few days ago and missing items are due in August I was told. Online Customer service is really bad instead of dealing with the issue they are arguing and trying to prove they are right… Read more
which is not the case and I have proof. Koalas online/phone customer service does not meet any standard and with the pricing you would think service would be better. Lyle the person I am dealing with is making my experience really bad.
Hi Berleyna, We apologise you did not receive the… Read more (+1 reply)
Recent reviews
My experience with the store was good, but the after-sales service has been extremely disappointing. I bought the Riviera modular sofa after being assured the fabric would remain firm and not crease. Within a few months, it became soft, wrinkled, and heavily creased—even on sections that had never been used. I visited two Koala Living showrooms… Read more
and compared my sofa with the same display model. The showroom sofas were much firmer and held their shape. The Osborne Park store manager also told me it appeared to be an upholstery issue and advised me to contact customer service.
Customer service initially refused to help or even review my comparison videos. After several emails and reminding them of my rights under Australian Consumer Law, they agreed to inspect the sofa as a “gesture of goodwill.” The inspection lasted only two minutes, and I never received a follow-up.
When I chased them, they replied that the display sofas remained in better condition because they were “used only for viewing,” which does not explain why even the unused sections of my sofa are wrinkled.
I have now lodged a complaint with Consumer Protection and will continue pursuing a fair resolution, including taking the matter to court if necessary.
Absolute nightmare. 3 weeks without dining table, broken parts twice, terrible service. Delivery on 27 June failed. they only dropped the dining table legs and left because the rest was “too heavy.” Weeks of having to chase them only to receive vague responses and ignored questions, the rest of the order finally arrived 17 days later on 14 July… Read more
only to discover 2 of the table legs were broken. The replacement legs delivered 18 July also arrived broken. We’ve now been 3 weeks without a dining table. Terrible communication and service. I’m now escalating to NSW Fair Trading. Do not recommend Koala Living at all.
Hi Anyell, RE: 260072782 We do apologise for the… Read more
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