Nickscali Reviews 

In October 2024 my wife and I purchased a fabric lounge suite from Nick Scali. The salesman advised us the couch would be chemically treated and that if anything was spilt on the couch, we would be able to wipe it off with a damp cloth. We had hesitation about staining on a light coloured fabric couch, but given the salesman's reassurance, we proceeded. We also paid for the accidental damage warranty, which encompassed spillages & stains. Over a short period of time, the could material pilled, seat cushions and back rest sagged and contrary to the salesman's advice, stains from body fluids, food and beverages do not wipe off with a damp cloth. As far as we are concerned this is the worst couch we have ever had and we have wasted $6000 on a couch that we consider to be not fit for purpose and the salesman at the Robina store told us anything and everything to get the sale. Further, the first person to come and inspect the couch from Nick Scali had some very interesting and concerning things to say regarding the conduct and professionalism of staff within the Nick Scali organisation.

The sofa I've received is not the same quality as the one in your store.
I'm utterly disappointed. I've reached out to Nickscali multiple times and I've been met with "there's nothing we can do". There's a complete disconnect between the staff in store and the customer service staff you speak to over the phone.
I truly wish I had never bought from them.

My partner and I moved into our new house in Eleebana 15 May and had limited furniture so were relying on makeshift, interim furniture (fold out chairs, moving boxes for coffee tables, etc). We ordered an Anika lounge suite from Nick Scali Kotara 30/05. It was originally quoted 8 to 10 weeks delivery with an estimated delivery date of 11 August.

Later that day, we visited Nick Scali Bennetts Green and placed a second order for a Capello coffee table and a Traver TV unit. We were quoted a shorter delivery timeframe due to the pieces not being custom (6-8 weeks) but requested that all of our order come together on one date, electing for the later date 11 August.

I am aware that there has been a systems outage that was reported publicly 13 August which has impacted delivery times causing them to process orders manually.

On 10 August, my partner got a text message indicating that our orders would be delivered the next day on the 11th. When he called to confirm, the dispatch centre said that the text message was automated and incorrect and that he should just sit tight and wait for an update because the orders need to be placed manually. We were not given an updated delivery time.

On 25 August, we still hadn’t heard anything and it had been 12 weeks by that point so I called the dispatch centre who said they were waiting for us to call them to confirm delivery which was not the advice that was provided when my partner called on the 10th. We were advised a delivery date of 10 September but were told we would be put on a cancellation list and the agent (whose name I did not get) would call back by close of business and confirm whether or not pick up could be organised any earlier. He did not do this.

My partner received a text message the following day 26 August to say we had been confirmed for an earlier delivery - 1 September as our delivery date, 14 weeks after the orders were placed.

When the orders arrived, the Anika lounge suite was in perfect condition and set up by the delivery staff. We were then informed that the TV unit was cracked in half and needed to go back to the warehouse and be replaced. Whilst the coffee table was in good condition, they needed to take that as well because they said their policy does not allow for partial delivery, meaning that if the lounge was also part of that order, they would have had to take that back as well. We were charged and paid a combined delivery fee of $290 ($165 for the coffee table and tv unit and $125 for the lounge). We were then told that we needed to follow up with the dispatch centre ourselves directly to confirm redelivery.

When we called, they said the next available delivery date was 22 September - 17 weeks after placing the order, but they would put us on another cancellation list. We received a text message the following day to confirm that an earlier delivery date had opened up, which was 10 September - we are away on this date but have arranged a friend to house sit and accept the delivery as we plain and simply just want our furniture.

On 7 September, I called the dispatch centre again because, based on the level of customer service that we have received so far, I was unclear as to whether or not they would charge an additional delivery fee and I did not want the person that is housesitting for us to have to pay that, especially considering the fact that we have paid it previously. The agent (got a name this time - Joanne) was unable to confirm whether or not we would have to pay an additional delivery fee and said she would call me back within the hour. During the call, I expressed all of the dissatisfaction that both my partner and I have received thus far from choosing Nick Scali as our furniture provider. She also said she would follow this up with her regional team. She also did not call back within the hour.

I lodged a complaint on the website and it said my ticket was received but a ticket/reference number was not provided.

Our initial customer service experience with Krystal at Bennetts Green and Lewis at Kotara was positive, but that is where it ends in terms of positive customer service. Overall, the service we have received has left me unwilling to spread positive word-of-mouth for the business - in fact, it has made me do the opposite - I am so disappointed in the level of service that has been provided by Nick Scali that I have been telling anyone and everyone about the poor quality of service and was motivated to register for Trustpilot and lodge my first ever review.

BUYER BEWARE!!! BUY ELSEWWHERE!!! Should be NO STARS!!! - Nick Scali Leather Products.

Please do yourselves a favour and buy from any other company because this company does not stand behind their products.

I now know why Nick Scali do not stand behind their leather with a reasonable warranty!!! 2 Years. Mine is just inside of warranty and they are claiming that the pealing of the paint surface is normal wear and tear, WOW!!! after two years??? WOW you should be ashamed.

Nick Scali now have the record by more than 12 years for the least lasting leather sofa I have ever owned, and those other sofas were replaced due to changing style NOT because of leather issues.

I have a freedom furniture sofa still in the house that is over 14 years old and there is no issues with that leather.

The foam on this side of the sofa also has gone soft, again another issue I have never had before.

I will be taking this to the ACCC for a company that lists an item on their website as a sale item, only to be sent an email after a few weeks of making full payment upon first transaction. And with their latest security breach I don’t know who is legitimate anymore and your data is privy to the black market. It is unlawful for Nick Scali to sell a good that’s listed on a website with the intention to deceive customers. That item is NO WHERE in stock but you still ALLOW the customer to MAKE PAYMENT. This is by far a huge deception to consumers and it carries an UNLAWFUL PRACTICE FOR NICK SCALI, CONSUMERS BE WARNED. It is deceptive, misleading and false about certain products Nick Scali claims to be IN STOCK.

I purchased a sofa with a 3 week delivery turnaround as it was a stock item, I am now into the 5th week, I was given a delivery date for today but that didn’t happen, I contacted the delivery company and they didn’t have my delivery scheduled, absolutely no help from the Coventry branch or head office, they have a no cancellation policy so I am stuck and have to wait until the sofa is delivered, I donated my existing furniture to charity as I expected my new furniture to arrive today so I have a week in a lounge with no sofa, if I could cancel the order I would have and gone elsewhere to purchase one,the sales went smoothly and they were happy to relieve me of £2.3k but the follow up service is dreadful,communication is non existent and I will not be revisiting this company for any future purchases.

They provide a link and recommend a package removal service “enviro man”. Paid in full and no pickup. No response to emails or calls. The fact that Nic Scali advertises this “company” means they share the responsibility. See the reviews for enviro man. 1 star and reviews are turned off. Complete scam.

Fantastic delivery drivers, and the in store experience was great.
My delivery was 7 weeks late, and I was not contacted in regards to the delay. When I attempted to contact customer service, they were rude, unhelpful and difficult to communicate with due to the language barrier. You would think there would be a means of contacting the store the order was placed in, but no, I had to drive to the store in person for an update. Would not recommend ordering from Nick Scali until they fix their customer service, which is dreadful.

Had our modular lounge for a year now. Had to call for a repair as the seat collapsed. We have recliners that moan and seats that creak. Would not but again.

DO NOT SPEND A PENNY WITH NICK SCALI.

After waiting months for our lounge to arrive, we discovered it was misaligned and had several other quality issues.

We then waited another three weeks for a booked technician appointment, only for the technician to be a no-show - with absolutely no communication. I called multiple times leading up to the appointment to confirm an ETA, and each time I was promised a call back. Not one of those calls was returned.

Almost a week later, I am still waiting for someone to contact me, and we cannot even use the lounge we paid for.

For a company that charges premium prices, this is unacceptable. Zero communication and zero respect for the customer’s time.

An absolutely infuriating experience - and still ongoing.

We were told there would be an 8-10 week wait on the couch we ordered in June. The day of delivery (which we were notified of by phone call from the store and several text messages leading up to the day and the morning of) came around, and as I received a "it's 12 minutes away!" text, it was immediately followed with a notification that the delivery was unsuccessful and that someone would contact us about the issue soon. Nobody contacted us.

When we called the delivery drivers on the day of the failed delivery, they said that “someone was supposed to tell you on Friday” so obviously someone knew this would be an issue and just decided not to do anything about it.

Trying to get someone to send us an email or call us back with an explanation has been an absolute nightmare. We get promised an email and then later when we follow up they tell us that they have no record of any prior conversations. It took them 2 days to respond to my email with a phone call asking for evidence that this even happened because they somehow have no records of any of the messages they sent. I still provided this evidence and it was not even acknowledged. I received a copied and pasted response 'apologizing' for the delay. I didn't even know there was a considerable delay at this point. Since then I have not received any further communication or any apology for the situation they have put us in. We had sold our couch and I had taken time off work to be prepared for the delivery and now we have nothing. In the email, they told us that actually it would be another 4-5 weeks until we received our order, but obviously they said that in a much more roundabout way to try and soften that fact instead of being honest about the situation: "the estimated arrival of your order at our warehouse is between the third and final week of September." Give me a break.

I would also like to note that the dispatch/deliveries team will not respond to my emails and instead keep requesting to speak to me over the phone. This seems to me a tactic to avoid a paper trail.

The fact that Nick Scali continues to peddle the excuse that their system was hacked when we come to them with issues over their poor communication and inability to deal with customer concerns appropriately is just outright ridiculous. The reality is, the problem they have on their hands has nothing to do with their system. It is all about how poorly they have treated customers after such a major fallout.

Do not waste your time here unless you can pick up something off the sales floor and drag it into your car boot because there's no promise that they're actually going to be getting that item delivered to you.

EDIT: We just got a phone call saying it's been delayed AGAIN for the "3rd week of October". No one has followed up with me since the company responded to this review, so I'm sure they haven't escalated anything. I just want my couch and to be able to move on from this never ending drama.

This company is the epitome of useless. We purchased a swivel chair in store which was said to be delivered in 8-10 weeks. After numerous calls/delays it has now been at least 3 months since the purchase. No real excuse for their incompetence as an organisation just horrible communication and staff accountability. We are still yet to receive our product even after telling us delivery was today and a shipping number they’ve just called and yet again told us our product is not on the truck therefore won’t be delivered. Yet another delay….

If I could give less stars than 1 I could for this insipid company. Don’t waste your time.

Our advice-Do not buy from Nick Scali the customer service is appalling.
We ordered our lounge furniture on 11th January 2026 and are still awaiting delivery to replace it to date.
After initial delivery on 23rd April 2026 our nightmare began. After we rejected the misaligned sofa on delivery eventually after countless emails an independent assessor sent by Nick Scali ascertained that one of the sofas was misaligned and had been dropped in transit.
In May we were informed that a full replacement had been ordered to replace every item to ensure colour match. We are still waiting Nick Scali after 14 weeks and have heard nothing. Despite phone calls which you are conveniently too busy to answer and emails that you only answer using AI or don’t answer at all - or is it you have so many other customer complaints?
As a pensioner are you waiting for me to expire before delivering the goods I ordered? Not exactly a good look for you!
If you can’t deliver the goods in the next couple of weeks I want my money back in full(nearly £4000).
Perhaps someone would now be kind enough to contact me.

Mark Humphrey
30/8/26 - Update
I am very surprised by your reply as I received an email from your Customer Service Department on 26/8/26 advising that the replacement furniture has been received and is awaiting a Quality Control check prior to delivery.
Your reply from the NS Team states that the ETA for the furniture in your warehouse is mid September.
This contradictory and confusing information is representative of the poor standard of service from this Company!!
I am still non the wiser as to fulfilment of our order.
Potential Customers you have been warned.

Really disappointing experience with this store.
I bought a couch in May and was told it would take around 10–12 weeks. At week 11, I called to get an update and was told it would actually take another 4 weeks. They said this was mentioned on the invoice, but that wasn’t what I was told when I purchased it.
At week 15, I called again and waited almost 50 minutes for someone to answer, just to be told I would need to wait at least another 2 weeks.
I told them I was really unhappy with the lack of communication and updates. They said their system had been down for weeks, which honestly shouldn’t be the customer’s problem. I even said, “If it was time for me to pay, would you accept it if I said my bank had been down for weeks?” They didn’t really have an answer.
Then the call got disconnected or was hung up, and no one even bothered to call me back.
I understand delays can happen, but keeping customers updated is basic customer service. Really poor communication and customer service overall, and a very frustrating experience.

Not sure where this is going, but it feels like a scam. Buyers please be aware of this company, they sold us a sofa/bed and said delivery would be within 2 weeks and it was in-stock.
Almost 2 weeks have gone by and they have repeatedly told us they can’t find our order, they tell us they will call us back and they haven’t.
We are worried and not sure if they will deliver us anything at all.
Terrible customer service.

0 if possible. Cheap furniture, useless warranty and service. Staff are horrendous.

Don’t spend your money there. Poor service, don’t return your call, delivery date keeps changing. Honestly go elsewhere. Never again will I buy from there.

These guys lie
Delivery is always delayed
It systems to blame
No accountability
Dissatisfaction and fraud

We ordered two full lounge suites mid-June. Online tracking showed that manufacturing was completed 3-4 weeks ago as it switched to "In Transit" prior to the hacking. We visited the store last week, and the sales person reassured us that there was no reason to expect it would take longer than the previously advised 10-12 weeks (give or take a couple of weeks). However, today we received a text message from the same sales person stating that it would arrive in the warehouse mid-October but no commitment as to when it will actually be dispatched. We estimate this means it won't arrive in Cairns until mid-November, effectively doubling the timeline to 22 weeks. This delay is independent of the hacking situation as they were already in transit. The mobile number for the message was uncontactable and the online number won't support delivery enquiries or store transfers on the weekend. That means, they will only sell but not address concerns as they arise. Visiting other reviews, it is shocking to see how often this happens. It is clearly the norm not the exception, and so this is therefore misleading to have told us otherwise regarding delivery timeframes. We've been without a lounge for eight weeks now, and had we been informed of the true delivery date, we would have shopped elsewhere.

I ordered a couch and bed from Nick Scali and chose specific items for being in stock. Sales assistant guaranteed us delivery for the 12th of August which was then pushed back to the 18th and now no one can find my order or guarantee me a delivery date. I'm 30 weeks pregnant and moved into a new place with no couch and a mattress on the floor. They keep saying they are processing orders as normal and delivering which is a lie because they cannot give you a delivery date or won't return your calls. I've never seen such bad service and they have been using the excuse of systems being down for three weeks. My items were suppose to be in stock which was a lie. Stay away as they are just taking deposits at the moment and not processing orders.

Update:
Refund still has not been received . They keep saying we are getting one but no one has processed it yet