Nick Scali Furniture

Buying the table was a great experience because Trudy, from the Moorabbin store, was very professional & great to deal with. Also delivery was very good & the guys were very professional. Great experience all around. I will certainly be back again. Thanks Nick Scali

This is the first time I have purchased from Nick Scali and I have been very impressed with their professionalism and constant progress of my lounge. I would definitely recommend Nick Scali!

The worst experience I have had buying anything, ever.

Spent over $6,000 with them and after they got the money, zero help.

Staff just lie to you and customer service is terrible. After sales is non existent and if you have any troubles they will not help you.

Great experience with Eva! She was very nice and helpful when picking out our couch and entertainment unit. She wasn't pushy and gave us time to ourselves which is very rare these days. Highly recommend seeing her when purchasing furniture in the future. Was a real pleasure

Very very poor customer service and staff attitude.
We had a big dining table and buffet unit delivered yesterday.on completion they left all the boxes inside. One of the boxes is 2.7x1.5 big was left in our living area which you can’t fit in a recycling bin.
After a lengthy conversation with the delivery company and head office no one was willing to take responsibility.
All what they wanted is the credit card number to get paid the balance.
Both sales staff and delivery company were unprofessional.

Placed an online order with "immediately delivery", paid my money and now a 2 month "unforseen" delay. False stock levels dont trust the online store stock.

Poor customer service overall.
First I tried to call them on the phone to confirm if they had the rug I saw on line. So I was 10th person in line. So I opted for a call back. 25 mins later they called back to put me through to my location to have the phone hang up on me.
Then I finally drove there and it took a while before anyone greeted me.
Finally I spoke with the male assistant who said he knew nothing about rugs! Pretty disappointing to hear his lack of enthusiasm. It put me off.
Apart from that, the lack of natural lighting is terrible and it is very hard to make a decision to match your colours with your furniture at home.
Customer service needs a lot of attention. Some good old fashioned training might not be a bad idea!

Couch itself is great and sales staff are good at selling, but worst post sale customer experience I have experienced in many many years.
We ordered a couch and ottoman and the Nick Scali delivery team put a Stanley knife through the leather. Although careless it was an accident, but the issue is there is absolutely no urgency to fix even with repeated calls trying to chase this up with the store and the contact centre. I am still waiting for the promised call back for an update, let alone a new ottoman!
Furthermore, the sales staff strongly suggested I bought a leather protector kit to apply BEFORE I used the couch (which I did), but it never arrived. 3 weeks on and the repeated calls to have this sent out are ignored. What is the point of telling me to buy and apply the leather protector kit before using the couch when it isn't delivered or sent out to me over 3 weeks on!

Shocking business. Liars and cheats. Sofas ordered five months ago and nothing has arrived. No calls or updates, just me ringing them every week to hear more lies about a non-existent delivery date. Do not shop at Nick Scali Moorabin.

We ordered dining and living room furniture from Nick Scali Moorabbin in August 2022. We were advised that the orders would take 8 weeks which was fine as we didn’t need the furniture until November.

Two days prior to the scheduled November delivery date I followed up as I heard nothing it was then I was advised most of the items would be delivered 10 days late but one of the items an occasional chair would not be available in their warehouse until early January 2023. No apology for late delivery and no explanation as to why one of the items would not be delivered until January.

Last week I followed up again as the furniture was supposed to be at the warehouse and I wanted to check on delivery dates. I was then advised it would not be in their warehouse until late January but they wouldn’t guarantee that date.

So 22 weeks after ordering, I am still waiting and not once have Nick Scali proactively informed me of delays and not once have they apologized or even seemed to care. Really appalling customer service.

We ordered dining and living room furniture from Nick Scali Moorabbin in August 2022. We were advised that the orders would take 8 weeks which was fine as we didn’t need the furniture until November.

Two days prior to the scheduled November delivery date I followed up as I heard nothing it was then I was advised most of the items would be delivered 10 days late but one of the items an occasional chair would not be available in their warehouse until early January 2023. No apology for late delivery and no explanation as to why one of the items would not be delivered until January.

Last week I followed up again as the furniture was supposed to be at the warehouse and I wanted to check on delivery dates. I was then advised it would not be in their warehouse until late January but they wouldn’t guarantee that date.

So 22 weeks after ordering, I am still waiting and not once have Nick Scali proactively informed me of delays and not once have they apologized or even seemed to care. Really appalling customer service.

Update: one week ago I received an email from Nick Scali in response to my review. They promised I would get a phone call with an update. Still waiting……their customer service is appalling.

Absolutely shocking service. Full of lies, extensions and no commitment or clarity.

Promise you one thing, do the complete opposite and provide no replies or they avoid calls.

Would not order here again if you paid me. We are at approx 20 weeks after being told 6 weeks if we chose a certain item, paperwork then changed quickly before signing to 10 weeks and now doubke that timeframe. The manager is of no help and in fact bordering on incompetent as others have hinted.

When escalating complaints, the regional manager either refused to speak as i was told or i am guessing not even told about it. If they were told and still refuse to talk, what does that say about Nick Scali? I would honestly be embarrassed to act the way this business does.

I unfortunately have to echo many recent reviews. The service at the Nick Scali Moorabin store (and generally with Nick Scali as a whole) has been deplorable. We ordered a couch 18 weeks ago and were told repeatedly by Sunil that, despite the contract quoting 14-16 weeks, we should get our furniture within 12 weeks. We visited the store around 8-10 weeks and Sunil told us again the same thing. He verified the information on their tracking system (which is not the same that customers or the customer service line have access to - always call the store or go there physically) and said that things looked good. When questionned again at 10 weeks, he said that the ETA was "still" 14-16 weeks, completely ignoring his empty and false promises made for 2 months. I asked him to do a follow-up but he vanished again (he actually never made any proactive follow-up). I emailed him at the Moorabbin store and did not receive a reply. After emailing again and asking for my issues to be escalated, I received an update from Sunil quoting the contract stating the delivery was to be 14-16 weeks and that it had a built-in buffer of 2 extra weeks, so there was no issues here and that we were therefore still before the 18 weeks! He added that the warehouse would contact us for delivery details.
At this point, we sold our current couch to make sure we had no overlap.
We are now mid-way through the 18th week and still no contact. I called the published number 3 times - got told the first time Sunil wasn't in and to call the following day. I asked to be transferred to the store nonetheless and I was disconnected. Second call was picked up and placed back on hold after a few minutes and then disconnected. Third call was transferred successfully to Steve who was immensely more helpful. He advised now that the delivery had an ETA, but didn't before! The new ETA is possibly for the furniture to arrive at the NS warehouse at week 20, but likely delivery not for another week, being week 21. He could not make any guarantee.
Nick Scali is still making promises it knows all too well it cannot hold and hides behind global delivery issues. I asked Steve to confirm to me that he was talking about the same issues we all have known for 2 years and he answered yes. I asked if he agreed with me that NS had breached their contract by exceeding not only their promised delivery timeline, which included an extra 2-week buffer, and again Steve agreed.
I then asked what commercial gesture or any acknowledgement NS was prepared to do in light of this, and he said none. I confirmed with him that he acknowledged that NS had breached their contract but were not willing to do ANYTHING about it, and he again confirmed that this was correct (the call is recorded, so please NS, do verify this). The fact we sold our couch based on Sunil's advice had also no impact.

This is absolutely appalling. Sunil was dishonnest and misleading in his interactions with us. He provided information which he did not have. We had an unfortunate encounter with him again when we were looking to buy additional furniture and he lied blatantly, against the tags on the items in store and online information, giving us a wrong price, with great assurance. I had to call him out by showing him the correct information online and he just dismissed it and walked away.

Happy to discuss further with NS on this, but this is appalling. The current delivery issues that have plagued all industries are not new and setting proper expectations and ensuring proper follow-up proactively should not be such an issue. Instead, Sunil collected a commission and showed absolutely no care as to the customer.

As other customers have said, at this point, simply avoid this dishonnest store. Their practices are just unacceptable.

EDIT: after this review, the Nick Scali team got in touch with me and agreed to my request to cover the $90 delivery fee. Still no furniture, however. I have increased the review to 2 stars for this customer gesture.

We received friendly customer service in the store, but unfortunately incorrect and potentially wrong information that might have been given just to make the sale. We needed a table immediately, asked if the one we liked was in stock, was told there were 4 pieces in the warehouse and to call to arrange pickup if we wanted it soon. So we went ahead and made the purchase. We rang the warehouse only to be told all four pieces were allocated to other customers. I've recently bought things from Freedom (also in Moorabbin) and they gave correct information about furniture availablity, not sure why Nick Scali can't give accurate information, makes me believe it was only to make the immediate sale. The warehouse confirmed the sales people should have been able to check this. Unfortunately because of this experience, we won't buy there again and we're trying to furnish a large house at the moment.

Tragic to deal with this store. No communication, nothing.you keep on chasing them. Once sale is closed, customer is nothing and no one.
Awful experience. If you are thinking to deal with this store, make sure you engage VCAT or complaints authority on the side. Moreover there Hotline phone is useless and wont listen to you at all and just transfer you to store again. I reckon its the company culture and shows what NICK SCALI is about. Pretty showrooms and pathetic customer service.

We have ordered loads of furniture from Moorabbin store in January and we had a fantastic help f with various alterations to our orders and payment's options. Yes, the delivery times are long for furniture coming from overseas, however, as we were given accurate estimated delivery dates upon purchase, we were well prepared for that and it was our choice to wait. Thank you Sunil for your professional and friendly service, it is highly appreciated, therefore, we will always shop at your store regardless the distance from our location and we recommend your store to anyone.

Happy to get the sale and commission and then leave you waiting for your furniture, with NO communication. Fend for yourself with the offshore 1300 number, that told us conflicting delivery dates, and information. Couches have exceeded lengthy wait times, no empathy or customer care from Nick Scali Moorabbin.

We ordered a sofa bed. We sat with the sales rep by the computer as he put a physical stock item aside for us on the system. Delivery day came and went and the sofa was not delivered. Despite numerou attempts to follow this up there is no response

DO NOT BUY FROM NICK SCALI MOORABBIN, they are a bunch of liars! We were promised our couch after 10 weeks and it took 16 weeks. Communication was extremely poor with us contacting them weekly for updates, each week, the delivery and distribution was pushed out. After several complaints to the manager Rajiv, the customer service was disgusting. Two messages were left for the regional manager Murad with no reply - another example of poor customer service.
Nick Scali are happy to take your money and then they don't care about you after that.
I can't complain about the service because there is none! BEWARE

Paid for a lounge at the start of November 2020, ETA of 10weeks- today still no lounge and Nick Scali have no idea when it will be delivered. They've refused refund after over 5months. They kept my money and won't provide the product.