Nick Scali Furniture

Ashley the service technician was excellent, great attention to detail, warm and friendly customer service, and promptly identified and fixed the issue with our new couch, and even found another issue and fixed it on the spot. Thanks Ash! Show reply

Delivery team were great, extremely helpful with the product setup and movement of the dining table into its spot in our home…great bunch of guys…there were marks left on the table from the movers but we don’t believe it was down to the moving team and more the type of lacquered finish on the table. Show details ·  1

Fast, polite and fixed perfectly in a matter of minutes with good communication and arrived when he said he would. Show reply

Not impressed – Don't deserve one star avoid at all cost. Told us would be delivered 8 to 10 weeks was not here after 10 weeks rang them they told me to read small print in there contract. Covers them for weeks longer. Product was no where near as good as what we sat in in show room. Do yourself a favour buy elsewhere.

The worst experience I have ever had. I do not have my suite. After the initial deposit for the order, I received no confirmation no responses to emails to answer questions. Got hold of someone else, responded to emails told me nothing. Given I… Read more

don't have a Nick Scali store in my town, I asked someone what I needed to do to delivery, they said it was with dispatch and hung up on me. I got a call last week to confirm the deliver, over the due date. And today I rang to confirm time and they tell me they sent and SMs which they didn't and I didn't confirm and pay balance so they cancelled delivery, can't tell me when... I have been treated so badly, will never step foot inside a Nick Scali store again. Why is it that customers are expected to try and manage customer communications. You can track a candle from the other side of the world, yet, they can' t track their furniture.

George came and repaired my couch with efficiency and knowledge after the delivery men installed it incorrectly and cut my couch. Nick Scali should employ delivery people to deliver and install if they are incapable of doing the job. If you get a message stating CSE Transport, think again are they trained. Show reply

Fantastic. Open communication. Diligently put the furniture together. Didn’t feel bad directing them to place the furniture-they were receptive and helpful. More than I would have expected. Even offered to quickly move a heavy bookcase for me, it took them 1 min but would have taken me 10 plus. Really happy with the service. Exceeded expectations which is rare these days: Show details ·  1

Frank Martelli came to help fix our lounge leg rest today. He was very friendly. Found the problem anf fixed it promptly. Great service, with a smile! Happy customers! Tgank you, Helen Ditchfield Show details ·  1

Very disappointing quality and after-sales service. Our Nick Scali lounge lost significant firmness within approximately two months, with feathers also coming out of the cushions. Despite a technician inspection and numerous follow-up calls, Nick Scali has refused to provide a satisfactory solution and considers this normal. For a new lounge, we… Read more

do not consider this quality or durability reasonable. We are now escalating the matter through Consumer Affairs Victoria.

I am deeply dissatisfied with the service I received from Nick Scali. What began as a significant purchase of approximately £3,000 became a prolonged and stressful experience involving misleading delivery assurances, avoidable financial loss, a damaged sofa, a further 14-week delay and a complete lack of meaningful accountability. Sales… Read more

assurances

Before purchasing the sofa, I made it absolutely clear that Saturday delivery was essential. I work during the week, and weekday delivery would require me to take time off work at my own expense.

During two separate visits to the Milton Keynes store, the Area Sales Manager and a store assistant repeatedly assured me that Saturday delivery would be possible. This was not a minor detail or casual enquiry. It was a specific requirement, and the assurances given were an important factor in my decision to proceed with the purchase.

Had I been told the truth — that Saturday delivery was not available — I would have been able to make an informed decision about whether to purchase from Nick Scali at all.

Delivery arrangements

Approximately 14 weeks later, when delivery was finally being arranged, I was informed that Nick Scali, through the Alliance delivery company, does not offer Saturday deliveries and that no alternative arrangement was available.

This directly contradicted the assurances I had received before paying for the sofa. The delivery option I had specifically asked about was not available, despite being repeatedly presented as possible during the sales process.

As a result, I had no choice but to take time off work to receive the delivery, causing additional financial loss, inconvenience and disruption. This was entirely avoidable had accurate information been provided at the point of sale.

When I returned to the Milton Keynes store to challenge what had happened, I found the response dismissive. I felt that, once the sale had been completed, there was little interest in taking responsibility for the assurances that had helped secure it.

I subsequently contacted the company and received an email stating that my complaint had been escalated to senior management. Despite this, I received no meaningful follow-up or resolution. The complaint appeared to disappear without explanation.

Damaged sofa and delivery handling

When the sofa eventually arrived, it was damaged. A replacement had to be ordered, resulting in a further 14-week wait and the additional time off work yet again.

The First delivery process itself was also deeply concerning. I personally witnessed the new sofa fall out of the back of the delivery lorry. Seeing an expensive, brand-new sofa handled in this way raised serious concerns about the care and professionalism involved in its transportation.

Despite the damaged delivery, the additional delay, the financial cost, the disruption to my work and the repeated inconvenience, Nick Scali offered no compensation and no meaningful remedy.

Consequences and lack of accountability

The failures in this transaction resulted in:

* Misleading or inaccurate delivery assurances before purchase. * Additional time taken off work to receive not one but two separate delivery’s through no fault of my own. * Financial loss associated with that time off. * A damaged sofa being delivered. * A further 14-week wait for a replacement. * The likelihood of taking additional time off work again. * Significant uncertainty and disruption. * No effective follow-up after my complaint was escalated. * No compensation or other meaningful resolution. * A complete lack of accountability from the store and company.

I expected Nick Scali to acknowledge the inaccurate delivery information, accept responsibility for the inconvenience caused and provide an appropriate resolution. Instead, I was left to deal with the consequences while receiving little more than silence.

Overall experience

This was not simply an unfortunate delivery delay. It was a chain of serious service failures: inaccurate information at the point of sale, poor communication, dismissive complaint handling, a damaged delivery, careless handling of the original order and a further lengthy delay — all without compensation or meaningful support.

For a company selling furniture costing thousands of pounds, this level of service is completely unacceptable. The sales team appeared willing to make assurances to secure the purchase, but those assurances were not honoured when delivery was due. Once the sale had been completed, I felt abandoned.

Anyone considering purchasing from Nick Scali should insist that every delivery commitment and important assurance is confirmed in writing before making payment. Based on my experience, verbal promises made during the sales process may not be honoured later.

Overall, this was an extremely disappointing experience that fell well below the standards of communication, professionalism, care and accountability I would expect from a furniture company of this size.

Very disappointing customer experience with Nick Scali Taylors Lakes. From the purchase through to delivery, the whole process was frustrating and poorly managed. I had to follow up several times, visit the store more than once, deal with delivery delays and a last-minute cancellation, and then face another issue over a delivery fee that I had… Read more

been told would be waived.

For a brand that positions itself as premium, the level of service was well below expectations. Communication was inconsistent, the delivery process was difficult, and resolving issues took far too much effort from the customer.

I have had much better experiences with lower-cost furniture retailers. Unfortunately, this was my first purchase from Nick Scali and will also be my last.

A little appreciation for great customer service. I recently contacted Nick Scali about an issue with the headrest on my Lounge. Although the lounge was already outside its warranty period, I was genuinely impressed that their team took the time to call me and even sent through a video explaining how I could fix the issue myself. They didn’t… Read more ·  1

have to do that, but they cared enough to help — and that says a lot about how a business values its customers.

Having recently dealt with a few service providers who have been far less responsive and accountable, I think it’s equally important to acknowledge the businesses that do the right thing and go above and beyond.

Thank you, Nick Scali, for the great service and, most importantly, for treating your customer with respect. It’s appreciated.

Really appreciated the manner in which an issue I had with a recently purchased lounge was quickly sorted out. The response was prompt and thorough and the service guy sent (Ashley) was brilliant. Fixed the problem quickly, provided some great advice for future maintenance and was extremely courteous. That’s why I buy from a reputable furniture company such as Nick Scali. Show details ·  1