Nick Scali Furniture

My partner and I had a great sales experience when selecting our couch. We had no problems with the delivery timeframe as he was honest from the start - however, if you are unable to give an accurate date from the start, then a delivery date should be negotiated. We won't be at home on our delivery date and expressed if 2 days later we would be home. Ultimately, we were told no and our furniture would be left on the side of the road if we aren't there. This is extremely disappointing when we are given a 10-14 week lead time - how are we meant to plan around this? We won't re-purchase from here again in the future.

Bought a table and a buffet from Nick Scali - was promised for delivery, have been sent a text 4 times delaying the delivery - i still do not have the product.

I understand that these delays are not uncommon but my problem is that they now have the product on sale. You should have stock if you’re going to put a product on sale! Happy to take the money, promise a false delivery date and then not deliver.

Abusive store manager. Amazing how bad the reviews are for this store and nothing is done about it. Try and contact the bot style customer service replies on here and they do absolutely nothing. Avoid this store.
**Edit** attempted to resolve with their customer team on email and they just decided not to reply to emails.

These guys are quite ridiculous to deal with. Troy the store manager has been horrific to deal with. He wont be apologetic or talk to provide solution. Clearly he does not like his job and is grumpy.
They are in breach of contract and i will drag them to Consumer justice department. They have crossed 15 days for delivery and above all they assured us to come and deliver and take the packaging but now the manager who seems doped or grumpy to blabber stating they won’t.

Horrible experience. Fortitude Valley sales and management SUCKS

This in store sales team are ABSOLUTELY awesome! They know their stuff. Great product knowledge and kind service. Highly recommend seeing Fleur - truly awesome.

ALTHOUGH in saying that - EVERY OTHER PROCESS with Nick Scali as a business is nothing short of Horrid!

The call centre staff aren't as knowledgeable, there is no direct phone line to the stores themselves, the messages left to be passed on to staff doesn't seem to get done.

The business has new sales that even when your product hasn't begun being built, they will not honour price on. The communication between departments is near next to NON EXISTENT.

I recommend if you can find a similar product through a different supplier and if you value YOUR OWN TIME, in place of having to chase unanswered questions and overworked staff (thats the only explanation I can fathom for the lack of follow through) go elsewhere.

I purchased 3 Henrik Electric Recliners. 3 broken batteries within a couple of months. Shocking service.
Seems I need to pay $345 for each new replacement battery every year. Rip off. I’m going to Consumer Affairs. False advertising.

You would think dealing with a "premium" brand that you would get great service. On purchasing a lounge our expected delivery was 12-14 weeks which is long but we knew about it on purchasing. Then 2 days before it was the 14 weeks we received a text message saying it was going to arrive in their warehouse mid- October which was a further 6 weeks (a total of 20 weeks) no apology for the delay, rang the contact number and the Nick Scali rep said they didnt have the details and I had to go to the store. Did that, they advised that the message was incorrect and was due in a few weeks, so a wasted trip to the store. Then received a further text saying it would be out for delivery and we had to settle the remaining outstanding amount (which we had already done so) Yet another trip to the store to ensure we would get our lounge 4 months after purchase. They proceeded to charge our card again, so was double charged without my knowledge, when I got home again and realised I yet again returned to store and was told "yes, it looks like it has been charged again, you'll have to contact your bank"
When it was finally delivered, my pregnant wife was home and they did set up the lounge but advised they would take the packaging only for me to get home and find it all in the middle of the garage. I wish I had read these reviews before purchasing from Nick Scali. I will never purchase from this store again. I rarely write reviews like this, but if it helps someone stay clear of a bad experience its worth it. Go elsewhere!

I wish I had read these reviews prior to purchase. Store manager Rick firstly lied about stock being available only to be then told there was No stock. Finally goods delivered & 2 of the 3 are damaged. After sales is a joke, Rick promises to call back & never does. I’m about to take this matter further & request a refund
You are a joke Nick Scali!

All of the poor reviews here reflect my experience also. Avoid purchasing here if at all possible.

Bought a premium product here and organised a delivery date 2 weeks in advance. 3 days prior to delivery we received a message in the evening advising of delivery window, which I needed to confirm with work. I called as soon as business hours allowed and advised that I would be able to confirm soon. Less than 2 business hours later I was informed because I had not got back to them that delivery would be delayed by 7 days. This was in direct contradiction of what I’d been advised at time of purchase.

Spent hours on the phone trying to resolve and was left on hold, hung up on, fobbed off and spoken to extremely rudely.

Eventually had to process a refund as there was no help offered.

Rick, the manager I spoke to in the store, seemed disinterested in helping and unconcerned about the appalling customer service. Seemed unconcerned that I was seeking a refund and offered nothing in order to attempt to keep the sale.

Avoid and go somewhere that adheres to basic customer service principles.

I wish that I'd read the reviews too. The Fortitude Valley staff were helpful hence the 2 stars. The delivery guys didn't bring the screws to assemble the table. The customer service to get the table assembled was appalling. It's through a CALL CENTRE and I had to work really hard- many calls just to get someone to come out. It's impossible to ring a store directly. All numbers go through a CALL CENTRE.

Have had our lounge now for about 5 years - needed to get repairs roughly once a year due to faulty clips on the pine base - they use plastic one which of course deteriorate over time & let’s face it are exactly what I would call durable.

Very poor customer service by the store manager Rick. He lied about promotion end date in front my face several times, trying to hassle me to purchase a couch that was on sale. Will not purchase from this store or will never recommend Nick Scali to anyone

Great service from Ivanka, very patient with me over a couple of weeks while I made my decision. The reason I can not give 5 stars is they will not accept cash and also they will charge you a credit card fee. Cash is legal tender and it should be my decision how I pay, pre covid I'm sure they would have held out their hand. They wouldn't even let me deposit to their account for the deposit. Ivanka you were great, thanks

I would have given them zero stars if that was an option. Less than two years ago we brought a leather lounge and chairs from Nick Scali. It came with a 5 year warranty on the leather so when it started peeling in two spots (sort of like skin peeling after sunburn) I imagined that it would be repaired under that warranty. Nick Scali sent a leather "expert" to inspect. He asked me if I took blood pressure tablets. I answered "yes" but should have told him to mind his own business. Anyway he reported back to Nick Scali that the peeling was likely caused by an increase in skin acidity from the blood pressure tablets and as such they refuse to remedy the issue with the leather. CAN YOU BELIEVE THAT! ISN'T THAT THE MOST RIDICULOUS EXCUSE EVER! WHY NOT SAY A FLYING PIG LANDED ON IT. Never again will we buy anything from Nick Scali.

DO NOT purchase anything from these highly versed sales people! We ordered a sofa and paid the deposit in August. First delivery date was November, followed by December, January and now February, i.e still hasn't arrived, 6 month's later. Every polished excuse possible when we make contact, never follow up from them! And they are still selling these items. Refer to other reviews and note the generic, fake responses from customer service. Beyond unacceptable!

Unprofessional, irresponsible, dishonest staff. They make you wait and just promise. Will never deal with them again.
My friends also had a bad experience with the Fortitude Valley Nick Scalli: were waiting for their furniture for more than 3 months, and the staff kept changing the dates.

Very bad customer service. Brought the sofa in early Oct.was promised to arrive in mid Nov.and still not arrived. Keep sending msg to change my delivery date and never discuss with me. I had to call through their national line every time if I want to change delivery which I was not can not be accommodated. Customer service never bothered to call me back when promised so, keep pushing me to speak to store manager who also told me can’t do anything. Poorly handled and I still don’t have a confirmed delivery date! Would not recommend anyone to buy from them as you will NEVER get your product and customer service are arrogant and rude!

To add onto this review, I had to reschedule and take day off from work then one day before it’s meant to be delivered, I was told that they had given the stock away to someone else becuz it’s my fault to reschedule and my sofa wasn’t custom made. I was also told by the store that their state manager is not interested in talking to me about the matter and has given instructions to cancel my order if I don’t take the reschedule on the 27 Jan when they can’t even guarantee the stock will be available on that day.

Bought an expensive lounge - was told due to Covid that it would take 10-12 weeks to arrive, we're now 14 weeks into it, I reached out to complain and see where it's at only to be told I need to be patient! We sold our couch in anticipation of delivery to be 10/12 weeks as per the contract. Now being told it's due to be at the warehouse end of October, I'm asking for a discount on this lounge or on another product we are interested in - and I'm being told to be patient! How's that for customer service? Am I missing something? I understand there are complications due to what's going on in the world and I think I've been fair allowing another 2 weeks of delay but there is a contract and well when it's not respected and the delivery is well overdue I think it's fair to get some sort of compensation and not get an arrogant response over the phone - ignoring an email and a contract - to be told to wait a little longer and be patient!

Purchased a lounge from here, and was called to advise an October 10th delivery and that unless we heard otherwise there would be no changes to that. So we didn't bug them.

We sold our couch in anticipation of todays arrival, and then today we called to find out where the delivery was as we had not recieved a text from the drivers.

The store now tells us.that things have changed, the couch / container is delayed and that we are looking at a November delivery.

Due to this complete lack of communication we'll be on dining room chairs for the next month.

The store manager, although apologetic said they can not do anything about it.

I guess we just have to be uncomfortable for a month.

Very bad buying experience!
There is no service at all. The table I bought in August was delivered the first time with broken legs, so I arranged a second delivery. As a result, the desktop of the second time has many scratches and a clear defect.
Please see the photo. Then I contacted Vally's store, and the staff needed me to contact customer service. After taking the photos and sending them to the customer via email, it took 48 hours to reply. After 48 hours, the customer service said that the photos were not clear and needed to be taken again. This time the customer informed me that their manager said it was a very common trace. So they won't do anything. Finally agreed to send a technician to the home to examine the table, only to come and take photos without offering any solutions. Tell me someone will contact me in 3 days and I get the same answer. They don't deal with it and keep stressing that it's a common marker. I would like to ask you why the table you displayed does not have this problem, and when you sold the product, you did not tell the consumer in advance that the table was made of natural marble, so there would be such a defect. It's been dragging on for almost 2 months and there's no solution. Their customer service said they would give me a $200 refund. Why should I spend so much money on a defective product? You have to be careful if you buy their furniture because the service is terrible