Koala Living 

It seems that koala living is known for not admitting fault and refunding for faulty items. We bought 8 Boucle Dining Chairs along with our dining table.

After a few weeks I noticed the rubber foot stoppers were starting to show damage and immediately took photos and sent to their customer service team. They admitted that they are faulty and sent a new set out to replace (mind you I had to do this all myself). I replaced them with the new stoppers and they not only started to show damage again but they were also leaving black lines on my tiled floors.

I sent more evidence to them, they even got a technician to come out which told us that everyone has the same problem with these chairs and that they will do anything to not offer you a refund. I contacted them anyway and they are saying that I should have known that rubber stoppers would do this to tiled floors and they offered me a credit voucher! I told them no and after submitting a Fair Trading complaint they are still refusing to refund me, telling the officer that they think I want a refund because of change of mind.

I will never purchase anything from them again!

If you’re going to buy anything from this company purchase with your credit card so you are protected by your credit card company. I was sent a faulty expensive
console table and requested it to be picked up and refunded. I was sent an email stating that we don’t refund for a change of mind 😳 I sent them videos as requested of faulty item that was so hazardous. They sent a technician out and he agreed it’s faulty, they did not want to refund delivery services 🤓 it’s like I ordered a faulty item to be delivered😬 anyway thank god for my credit card company I raised a dispute and they were not happy they agreed to refund minus membership 😆and they think I will use there services again 😳 they were the most annoying company to communicate with and not to mention they are so dumb of understanding anything anyone will say. All I will say is save yourself headaches and migraines and don’t deal with this company. I purchased item on may 29th 2024 and I did not get refund until today 23rd July 2024. I’m so relieved I don’t need to look at there hideous responses in my email again delete and block😬 all they can say after they caused you stress and anxiety in email is HAVE A BLESSED DAY and my final words to you LILY is HAVE A BLESSED DAY AND I THANK GOD I DO NOT HAVE TO DEAL WITH YOU EVER AGAIN 😬

2 years and still waiting for the refund, Koala living had no stock and has kept my money for over 2 years not having chosen to do the right thing and provide a full refund not a part refund for one item and full for the rest. Fingers crossed someone with customer service common sense gets this and rectifies it....

Inferior product delivered - Delivered product did not match the table that was purchasedAbsolute horrific experience with Koala Living. I have never experienced such arrogant and condescending post purchase customer service. There was absolutely no attempt made to rectify the issues but just offered a lousy $300 credit voucher to keep a used/inferior product as is. They denied any issues, they obfuscated and failed to address all the issues I raised and attempted to bury the inferior product delivered with a $300 credit voucher, which i vehemently rejected.
Issues:
1. $3000 Table delivered had multiple scratches on both the table itself and the metal table legs. On one of the legs a 1cm x 7cm tear in the plastic coating which was coloured black texta. Koala Living Customer Service said that the scratches were, and I quote: "Artisanal pride and old world craftsmanship". A $3000 table, delivered with missing plastic coating clearly visible to anyone which was touched up by black texta and they maintain this is a new product.
2. KL logo missing - The table I purchased at the Auburn store had a KL logo and I expected my table to have the same. I was subsequently told by Grace, from Customer Service, that their other stores not all items had the branding and my delivered table was from batch without the branding - something that should have been disclosed before the purchase was made. Customer Service offered to send me the logo to glue on myself! I quote: "We understand the importance of putting a label on your dining table and it gives us pride to showcase our products, therefore, to help you with this we will send you a Koala Living logo that can be glued easily"....remembering - this is a three thousand dollar table!

3. Commercial staples on the underside of the table - with torn paper/plastic. Customer Service advised, and I quote: "The area of concern is unseen and does not affect the ultimate purpose of the item. ". So KL opinion is that because no one looks under the table and because the table is standing on four legs then nothing to see - everything is new...

As a result I've cancelled the entire order and seeking refund.

For the love of god, made the mistake of buying two expensive occasional chairs on this website in June and was supposed to get them delivered in September according to the ETA, after it wasn't delivered in September, October I finally called them in November and they said the item was supposed to be discontinued but they have ordered more and the ETA is middle of December which is very annoying as it means we won't get it in before Christmas and holiday season. Worst yet is when I open up their website the chair "Coco Cream Linen Chair" is listed as in stock which is a big lie.

If only I could, I would give it 0 stars or below.
This is the worst company I've ever had to deal with. Couple of examples would be: things come broken and take ages to replace or people are not responsive to the messages they sent, customer service doesn't seem to be able to do anything, they don't even know who delivers their stuff, all they say is - sent us an email and we'll see, they deliver to the wrong address and then delay the delivery another few weeks, they don't give the refunds so mind that, otherwise they'll charge you 30% of cancellation fee (they delivered when we already moved to another apartment and the sofa didn't fit through the door), not even mentioning half a year minimum wait for your delivery to come. Stay away as much as you can! I lost so much money and time because of them, almost one year since my first order and still dealing with some unresolved things!