Nick Scali Furniture

I must say the staff at Nick Scali warrawong are amazing, great customer service. They ordered exactly what we wanted and kept us up to date with delivery arrival time. Thankyou

Frustrating Experience with Nick Scali Customer Service

We recently purchased the Blox Buffet from Nick Scali in Warrawong and unfortunately, the overall experience has been incredibly disappointing.

Upon delivery, we noticed unsightly black staining on the unit's surface, a far cry from what we inspected in-store. We are aware that the product was timber and may have imperfection but the black satin is quite ugly, some level of quality control would have moved the stain to the back of the unit or not used that piece fat all. Despite expressing our concerns to the delivery team and subsequent attempts to contact Nick Scali directly, we found ourselves stuck in an endless loop of overseas customer service.

A local representative acknowledged the issue but suggested we escalate the report. Various solutions were mentioned, from replacing the top to us offering to purchase the floor stock if we paid for transport. However, as the conversations progressed, we were simply told it's a natural product, and nothing could be done.

The lack of customer service is disheartening, and it's disconcerting to hear that they've acquired Plush. If you're considering a purchase, be cautious, and meticulously inspect your item before accepting it, as it seems to be the only way to receive any level of courtesy or satisfaction.

Regrettably, what we believed to be a quality company appears to fall short when it comes to customer support. Future customers may want to explore alternative options, especially considering the seemingly elusive nature of any meaningful resolution.

We found the staff In store very helpful with our recent table and bench seat purchase. I did have issues with the contact centre customer team which was frustrating but after reaching out to the store directly the lovely lady there assisted me and even went out of her way to rectify the problem which I appreciated. The delivery team were also wonderful and should be recognised as our house is not the easiest for deliveries. The loss of one star is purely for the contact centre.

Was told 10-12 weeks for delivery, went back to the store after hearing nothing for 21 weeks, the lady at the counter laughed and said "Yes they've been taking a bit longer"
Was told the packaging would be taken away only to be told after i had paid in full there would be a charge for that!
II WILL NEVER SHOP HERE AGAIN!

Today I received some customer excellent service from Matt, and I felt it was worth mentioning. The level of all about the customer, and going the extra yard of being helpful and friendly, what I received. I also I had a slight change to my order from a previous visit and Matt is working with the NS team to “make it happen”. Well done Matt

Would honestly give 0 stars if i could. As per most of the previous low reviews. Regarding wait times don't mislead your customers and tell them 10-12 weeks and lie to them. We have now been waiting 19 weeks for our couch to arrive still yet no exact date of arrival! Honestly we would have never purchased the couch if you guys are honest with your wait times. If you know there are going to be delays don't lie to your customers just to get a sale.

We have paid for the couch in full and are now expected to pay for delivery as well! Emailed customer service not much of an apology. I do expect some sort of compensation due to being mislead regarding waiting times. If we do not have our couch the week starting the 17th of December as you guys have stated in your email from customer service i will be taking this to fair trading.

We bought our lounge and dining table from Jade at Nick scali warrawong. She was super helpful and nice and can’t fault our experience. Will be shopping here again!

Great product store. Renay helped me and her product knowledge was excellent! An asset to this store.

Very helpful, polite staff. Our family have purchased many items from the Warrawong store and can’t speak highly enough about the service we have received. We are over pleased with our wonderful purchases also.

BEWARE NICK SCALI FABRIC WARRANTY INSURANCE
My Lounge was delivered in August 2020 so is only 16 months old, It is still in very good condition. I have
been happy with the quality of the lounge.
However I cannot recommend the Nick Scarli Fabric Protection Warranty which cos $215 in 2020. After a large Tea spillage over the lounge I attempted to clean the stain with the Nick Scarli Fabric Cleaning Solition. This resulted in a ring being left around the original stain. I had used the solution previously on tiny spot stains finding it taking some time to dab dry.
I completed and forwarded the Nick Scarli Fabric Protection online claim. I received an unsigned
unidentified
Text No 1 requesting I forward both a photo and video of the stained area, which I forwarded by return SMS as per the request.
Text No 2 followed stating I would be contacted by an Assessor, which I presumed would be telephone contact. Not so, I received
Text No 3 stating
The Warranty was valid for one claim only in 5 years from date of delivery, to the value of the lounge, once a claim is made under the warranty was, accepted, and processed the warranty expired!
I have no idea how this actually assists me in having the stain removed. I have heard nothing since, Nick Scarli have totally failed in their poor Customer Service and Duty of Care to a Customer.
In my last text as I was given no other means of communication I suggested to the mystery no name Text Insurer/Assessor to allow me to cancel the Warranty and have the fee returned as charged for the Fabric Protection Insurance and allow Dept of Fair Trading/Consumer Affairs to Investigate this no care no responsibility form of Consumer Insurance. Had I been contacted personally and the value of my claim verses the Insurance discussed I would not have had a problem with paying to have the lounge cleaned privately. However I was told when I purchased the Insurance that a Nick Scarli experienced person would guide me in the best way to kept the $2700 two and half seater lounge cleaned and in as good condition as was possible.
This has not been my experience

I agree with the comments very poor staff very unhelpful but am very concerned they do not check covid vaccination status and do not have any staff checking if customers sign it. They seem to laugh about it and dismiss it. Very very concerning

Very pleasant experience start to finish. I got great service in store, delivery of the sofa was on time and the lounge looks great. Only negative was the insane amount of packaging that was on the lounge and is now in my living area. I was warned in advance this would be the case before I purchased it and also offered the option of using the Nick Scali bin if I called up to let them know I needed too but its a bit far to drive unless I'm in the area anyway. If you could pay $20 to have the packaging removed that would be my only feedback. Otherwise very, very happy.

Rude and unpleasant staff to deal with. You should definitely shop at Harvey Norman, Domayne or Fantastic furniture up the road instead.

Very bad service.want to put 0 star.

We went to Nick scali in Caringbah - Just a couple customers (so not a rush hour) - There are 4 sales people absolutely jobless and one sales person there knew most of our purchases for our new house has been done. So she probably had no interest and very rude when we wanted to buy a side table and a chair. Because of her rude behaviour we did not buy what we wanted.
Glad these people are not Doctors and dealing with human lives. Be considerate to your customers Nick Scali team.

TERRIBLE CUSTOMER SERVICE.

Furniture is great, staff is not. We went into the Warrawong store and we found staff to be very unhelpful. It was difficult to find someone to help us and then when they did they gave us a little information as possible. They didn't know when the sales started or ended, even when asked about a specific sofa they said would not be on sale again, the next week it went on sale. We ended buying our sofa and ottoman from freedom, who were very helpful.

Beautiful showroom, many options to choose from on display - great service from Lauren in sales.

DO NOT SHOP HERE! (Wish I could give 0 stars) Undoubtedly the worst shopping experience I have ever had in my life. Hate to leave such negativity, but this store and company have left us so upset and need to be held accountable. Went in to the Warrawong store with specific criteria of what we needed in a lounge. The friendly store member confirmed that a particular product had this feature so we purchased. When we got the lounge home we found that this was incorrect and we have been provided with incorrect information by the store member. Have now spent $1000 on a lounge which we cannot use in our new home. Took over three weeks, several chase up phone calls, eight transfers, and the rudest store manager I have ever had the displeasure of dealing with, only to be told by the regional manager that they essentially did not believe what I was claiming and there was nothing they were willing to do about it. Will be in contact with the Department of fair trading regarding this issue as it is simply unjust and a complete violation of customer rights. Absolutely appalled and disgusted particularly by the way these people run their company. Most pleasant person I dealt with was a receptionist at the call centre otherwise all staff members were beyond rude and did not even acknowledge my predicament and/or apologise once for this horrendous experience.

The product selection was good and the prices were competitive for the quality of the furniture on offer. It’s the second time we have bought furniture from them and we’re very happy with what we have. Outside of a delay on the delivery of one of the lounges, all went to plan. My only bugbear is that on delivery the team leaves behind all the packaging.and it’s a lot of material. For the money spent I would expect Nick Scali to offer to remove the packaging material. It should be be no issue for them and the level of satisfaction goes up a level. Worth thinking about NS.

Great products and awesome customer service experience with Jade @Warrawong, Thank you for all your help.

Don’t bother buying with them. Ordered a lounge and table last year and still hasn’t arrived. Got a call to say the table and lounge have arrived in the country, ready for delivery on a specific date (two months after agreed). On that date, no delivery. Called them and turns out the lounge wasn’t even in the country yet and won’t be for over a month, so we were lied to originally. We’ve received conflicting information, store manager is refusing to pick up calls or return them, and we have been sitting in an unfurnished new house for many months longer than expected. Take a good look at your business model, Nick Scali - it’s broken. Will happily take my business to other competent local furniture stores in future where I don’t need to wait over half a year for a lounge manufactured in China to arrive.