Koala Living 

Extremely disappointed with the customer service – this is the only company I’ve dealt with that sends faulty items and refuses to take responsibility. They drag things out, hoping you’ll get so tired of following up that you just give up

void Koala Living – Terrible Product Quality and Even Worse Customer Service

I placed an order with Koala Living in January 2025 for an entertainment unit, two shadow boxes, and a candle holder. What followed was months of disappointment, poor communication, and substandard service.

The entertainment unit arrived in March, chipped at the back and In April, the shadow boxes were delivered—both with lots of scratches and one clearly chipped. Both time the delivery team acknowledged the damage, took photos and also mentioned it happens all the time with koala living's orders, I just wished I knew it in advance :(

I contacted customer service within the same hour, shared images, and returned one shadow box. they named all these faults as minors and offered a voucher which I reluctantly accepted since I had a housewarming party coming up and had already waited nearly 3 months for delivery.

I then tried to use the received voucher to order a floor lamp, requesting that they be delivered together with my pending candle holder to avoid paying a second delivery fee and to save Koala Living the effort of delivering twice. I was willing to wait, but they refused. Despite explaining the time, energy, and inconvenience I'd already faced, they stuck to their rigid delivery policy.

On top of that, I had already paid an extra $197 for deluxe delivery for my initial order, and it was still a disappointing experience.

Their showroom displays might look appealing, but the actual product quality is poor, delivery timelines are ridiculous, and their customer service is absolutely useless.

I’m sharing this to warn others—don’t get fooled by the showroom displays. Koala Living is not worth your time, money, or energy.

Absolutely appalling service — avoid at all costs.

We purchased an item online and, unbelievably, they failed to deliver it not once, not twice, but three times. Each time we were told by their customer service team — after five separate calls, mind you — that the delivery was scheduled and would arrive without fail. Spoiler: it never did.

The level of incompetence is astonishing. Promises were made and broken repeatedly, with no accountability or proactive follow-up from their end. We had to chase them every single time, only to be met with empty assurances. It’s clear this store has no respect for their customers’ time, money or trust.

Once you've paid for the item you are unable to cancel the order and recieve a refund - illegal and highly unethical.

Save yourself the frustration and shop elsewhere. This was a complete waste of time and an exercise in patience that no customer should have to endure.

Quite honestly, the worst experience I have ever had with a store. Buyer seriously beware!

Really happy with the furniture quality but would have been a better experience in store if they actually cared

Bought a dining table and chairs, on purchase I wasn't told anything about having to wait for the items, but it then turned out they were sold out and on back order. They arrived after roughly 6 months. The table was in moderately good condition, but had several chips in it which stand out against its black finish. The chairs though, roughly 3 years later the "leather" finish on the chairs is all falling apart. This was quite an expensive purchase, and talking to a team member, they just said the items were outside of the manufacturing warranty period. To spend that much money on items that are falling apart after 3 years is really disappointing and I wouldn't buy from Koala again.

I normally don’t leave reviews, but I feel this needs to be shared.

Communication was poor, and the handling of issues felt dismissive. The lack of clarity, misleading info, and updates was disappointing. If you're going to invest in premium furniture, you expect better service and accountability.

I hope Koala Living improves their communication and logistics because the current experience does not reflect the quality they promise.

I purchased a brand new leather lounge, The Fortitude, when we unpacked it was full of cuts and scratches and in one section a pin that scratches your skin. We called immediately and sent photos and got the typical run around. We have asked for a refund and have tried to negotiate with them but they want to repair the lounge and give us a $400 credit note to be used in their store. Do they think we are that stupid. In my opinion if you have to repair a brand new lounge out of the box, then it is not new but damaged seconds. This unacceptable, they should immediatley return the lounge or fully refund it.

Awful customer services, ordered furniture sine November 2024, expected delivery mid Jan, they’re reschedule Feb, March, now May, I would like to cancel will lose 30%,
Couples small items I would like to pickup eg, desk light, they say must delivery anh charge $120, even item cost $50, must pay delivery $120 🤯🤯🤯

Terrible Experience – Poor Quality & Delivery Issues

I would give zero stars if I could. I purchased furniture from Koala Living, only to receive items with visible imperfections. To make matters worse, I have been chasing the delivery of a mirror I ordered on November 10, 2024, with no resolution. The lack of communication and follow-up from their team has been incredibly frustrating.

I expected better quality and service for the price, but this has been nothing but a disappointing experience. I wouldn’t recommend Koala Living to anyone.

Awful awful customer service. Got our order in before the 3pm next day delivery cut off time. They even admit that. But their systems are slower and so it came in at 3.05pm their end. Apparently nothing can be done to deliver our order the next day. They waited 3 hours after our order to call and tell me this. No compensation offered, no genuine solution to help us given we were looking at 3 nights with no beds. Clearly need to write in their T&Cs that you need to get your order in at 2.30pm to account for their poor systems and even poorer manual processing.

Although I have never purchased a Koala Sofa, the current advertisement on TV has made up my mind for me. I would not consider purchasing from this company. I don't think I have to even explain my reasons, just watch the ad. Very poor taste.

First they sent a product with a faulty leg. Then the replacement they sent were infested with timber boring beetles!! The furniture had to be reported to biosecurity who confirmed live pest infestation. In the meanwhile I had to keep this infested piece of furniture inside my home, risking my house from getting infested also.

After a few unfriendly back and forth, they agreed to give me a full refund. However, they cheekily tried to underpay me an odd $33 until I pointed this out. Of course they tried to brush it off as a mistake but beware this company will try and scam your money wherever they can.

Mind you, this replacement took them 2 months to organise and they will ONLY offer pick up and drop off on a THURSDAY with no options to specify a delivery time. Now a normal person would be working 9 to 5 weekdays so it was super inconvenient to try and be home for the delivery. The delivery service was also never on time, although they give themselves a hefty 3hour window to deliver, in which they expect someone to be home to greet them.
Most staff were trying to be helpful but Grace from customer servuce escalation team and Anna? from customer call centre is rude and unapologetic for the inconveniences that their company has caused.

After 3months of wasting my life on this company I am now happy to have rid of their cheap India-imported bug ridden furniture and will be getting my money back. I am at peace knowing that I will never shop with them again and that I dont have to deal with their non-sense.

Happy customer.

Made a substantial purchase here by way of 3 seater + 2 seater leather couch. Arm on couch had a m. Adjustable armrest which came loose after 18 months. Contacted support and had it tightened within 48 hours by an expert technician.

I was delighted to say the least. Thank you Wendy. Much appreciated.

Products look great but when your recieve them most of them faulty. I had to have 5 products replaced. Customer service terrible at best.

Buyers beware that once paid, if you have change of mind before even order is shipped you will lose 30% of the price.
Note: Else you will have to get a store credit or alternate product of the same price.

Koala Living only offers delivery as an option for receiving items, which I was fine with when placing my order. However, their website provides two delivery options: Standard and Deluxe. There is no explanation of what these options entail, leading consumers to assume that Standard delivery is slower and Deluxe delivery is faster. Nowhere does it clarify that Standard delivery does not include item assembly.

This lack of transparency is incredibly frustrating. How am I supposed to assemble these heavy items myself when I can’t even lift them? What a disappointment!

Also, their products are not worth the price.

Misleading information provided by whole team in store and costumer care team MichaelAfter Many communications and trying to resolve it peacefully through Koala costumer service team which i got Michael as my case manager who was trying to mislead me even their own staff made misleading and miscommunication mistake as they changed the delivery date and they are not gonna accept the responsibility to refund my money in full.
Michael from costumer service team try to mislead me all the way. Item is not delivered yet i want to cancel that particular item as the changed the delivery date also item not fitting in my space..
They are pushing me to pay 30% cancellation fee even their own staff were misleaded me from beginning in their shop in Alexandria NSW.

I need my outstanding amount to be refunded to my account ASAP otherwise I am going to take this matter to ACCC.
Please to be advised your case was in ACCC already and you have been fined amount of $56,340 to compensate consumers for trying to mislead them for their right.

I was going to resolve this matter peacefully but you made me to try this avenue to inform people who are going to deal with your in future.. so disappointed with lack of costumer service from people in your shop in Alexandria all the way to your costumer care team Michael also your chat line representative Ciena.

I am not surprised after I found out in ACCC that you already being fined.
koala-living-pays-penalties-and-will-compensate-consumers-for-false-or-misleading-statements-about-consumer-guarantee-rights

Purchased a large mirror which upon opening was found to be cracked. The service went downhill from there. We were questioned like criminals, with the most amusing question being...."did we record (video ) when we were opening the item?"

Well I didn't know that was something that customers needed to do!!

It's been 3 weeks and no refund because despite confirming that the item has been collected, it's my problem until Koala does a stock take and can locate it in their warehouse
They are, however, passively-aggressively sorry for the way I am feeling.

I called up the head office a few days ago regarding a product.
I called because I wanted to see the actual product before purchasing it and asked where in NSW this product is on display. The person advised me that this product is available in the Bankstown store on display. I then drove 40mins to the store to see the item.
The lady there explained that the product is not there, and no longer available to purchase as it has been discontinued and that it was removed from the floor in November 2024 to make way for new stock. She showed me on the screen that it has been discontinued and she was not able to order it through her screen.

I then refreshed the link to the item on my phone and could see that she is correct. I then came home, refreshed the link and I now have an option of adding it to cart. Then I was later advised in an email that it is no longer available to purchase.

Now you can imagine my frustration and confusion.
Firstly, the fact that I drove 40mins to see the product that was moved months prior was ridiculous. I am very annoyed at that. How does head office not know where an item is.
Secondly, that it is discontinued and that no advice was provided on the phone that it will be discontinued in the next few days.

The competence of their head office staff or the data they have is clearly not sufficient.

Thirdly, this really makes you distrust the company to make a purchase with their fluctuating stock levels online.

I completely wasted my time, energy and petrol for a product was not able to be purchased. Imagine the ordeal of actually purchasing from this company if they are this disorganised before you even do.

The other reviews are clearly accurate and you should take this on board before purchasing from them.

Worst customer service. I paid for delivery and assembly of a dining table and 8 chairs. They delivered the table and then said actually need 4 people to come and assemble not 2 and promised to return the next day. After multiple calls and emails I was told someone will come and assemble 8 days later. No accountability, just have to wait for them to come, not given priority to rectify their failure and now I have no table for Christmas dinner with my family- truly terrible service and I would NOT recommend purchasing from them ever again.