Koala Living 

"I’m extremely disappointed with Koala Living's customer service. I purchased a piece of furniture that was delivered just a few days ago, but unfortunately, it didn’t fit well with my space. I reached out to request an exchange, well within the 7-day window from the delivery date as stated in their policy.
To my shock, customer service refused to honor the exchange. They gave vague excuses and showed no willingness to resolve the issue or accommodate my request. I even provided proof of the timeline, but it seemed to fall on deaf ears.

For a brand that markets itself as premium, I expected much better service. Instead, I’m left feeling frustrated and stuck with a product that doesn’t work for me. This kind of rigid and dismissive approach to customer service is unacceptable.

I would not recommend Koala Living to anyone expecting flexibility or professionalism. Their refusal to stand by their policies makes it clear they don’t value their customers. Buyer's beware!

I am writing to express my concerns regarding my recent bad experience with Koala living.
I purchased a mirror and three stools from the Alexandria shop. While two of the stools arrived in perfect condition, one stool was delivered with a mark on the seat caused by the metal legs frame. I have attached a photo for reference. When I contacted your company, I was informed that an exchange was not possible because the delivery box had not been opened immediately on the delivery day. As I was in the middle of a home renovation, I kept all the items in their original packaging, which I understand is a policy issue, but it’s been quite frustrating to deal with.
Now, regarding the mirror: the Alexandria shop scheduled its delivery for December 12th, and I have been eagerly waiting for two months. However, no one reached out to me to confirm the delivery details. When I called the company, I was informed that the full payment had not been made. I am quite puzzled as to why the full payment was not processed at the time of purchase, especially since I was prepared to pay the entire amount upfront.
Furthermore, I was not contacted about any outstanding balance, and now, the delivery is delayed again. This is causing further inconvenience, as I was hoping to complete my home before Christmas.
While I’ve had a positive experience in the store itself, I am disappointed with the lack of communication and support following the sale. It’s been frustrating to have to navigate these issues on my own.

If I could give Koala Living a 0-star rating, I would. The customer service experience I’ve had with this company has been absolutely dreadful, and the worst part was dealing with a support specialist named Earl, who was extremely unhelpful and rude.

I purchased a bed frame in December 2023, and it still has issues to this day. Not only did they send me the wrong item seven times, but each time I had to deal with more problems and delays. I repeatedly asked, “Do you not do quality checks before sending out parcels?” and never received a satisfactory answer. I’ve sent countless emails and made multiple calls, requesting a manager to contact me. I even went to their Newcastle store in person, but still, nothing was done about my complaint.

To make matters worse, they offered me a $400 voucher after all the trouble I went through. I spent $2800 on a bed frame and side table, and that $400 voucher is completely insufficient to cover the time, money, and effort I’ve lost, including multiple trips to the Castle Hill store.

The bed itself arrived with a “PETBED6” sign on it. When I asked for it to be removed or replaced, I was told it was in “functional condition” and to just use it as is. Seriously? Did I pay over $2000 for a bed marked as a “pet bed”?

I have asked multiple times for someone to call me, but have been ignored at every turn. I rarely leave reviews, but the service I’ve received from Koala Living, especially from Earl, has been so appalling that I feel compelled to share my experience. Earl was not only rude but completely ignorant of my concerns. This is not a level of service anyone should have to deal with.

I would not recommend Koala Living to anyone. Avoid this company at all costs.

Poorest customer service ever. Arrogant, ignorants, what you are told at the store does not count when you speak to customer service.
No refunds for an item you paid for but not in stock, you cannot cancel, your only option is a credit note or a 30% restocking fee (it is sizable on a furniture item). That sucks.
I have spent a fortune buying from them but only one item not in stock I requested a refund but refused.

Invoice number 230038076-We purchased Carolina lounge in May 2023 but arrived late August 2023- We noticed this year in October that the USB port attached to the lounge from one side stopped working, we visited the homebush store and were told call customer service as we are member of Koala and it should be covered, only to hear that it is not as we are just out of warranty by two months, they asked us to call their preferred tech to look at it, the starting cost is $250 plus GST , pathetic service koala, make your policy clear when people purchase big items

BEWARE WHEN PURCHASING ON-LINE FROM KOALA LIVINGBEWARE WHEN PURCHASING ON-LINE FROM KOALA LIVING
I am very disappointed with my experience in trying to purchase furniture from this company.
I found barstools on their website and wanted to know if these chairs were on display in any of their stores in Sydney, NSW (so that I could see the product before committing to an online purchase).
It turns out that you can't call the store directly, you have to call a central call centre and the operator can only email the store with your request.
I waited 24hrs for someone to get back to me, which they never did. So again, I called the call centre and the operator informed me that there were no chairs on display anywhere.

I then asked what the refund policy was and here's the kicker............
If you purchase a product online and then change your mind because it doesn't work in your home, you have to pay the return delivery fee (which is fine) BUT, Koala will then take an extra 30% from your refund because you changed your mind.

Nevermind, I wasn't able to see the advertised product on display and that I was the one taking a chance with the purchase.
I'm expected to purchase blindly and forfeit a portion of my refund.

I won't be buying from this store.

I had high hopes for my purchase from Koaliving, but my experience has been nothing short of frustrating. First, the product arrived faulty—definitely not what I expected for the price.

To make matters worse, customer service was unhelpful and slow to respond. I felt like I was just another ticket in a queue rather than a valued customer.

Lastly, the delivery took much longer than promised, adding to my overall dissatisfaction. I would not recommend Koala Living based on my experience. Save your time and money!

Swivel chair faulty . Pin pong emails

Bought 6 x swivel chairs each chair $598 retail. On del 1x was making squeaking noise, terrible experience with customer service, replacement ok then another chair making horrible squeaking noise… got another replacement!!!! Had to b returned as faulty fibre!!! Got another reply round marks on seat… still fighting with customer service whom r saying just the fibre!!!! Unable to speak to anyone in management!!!!!! Only way to speak to someone is via email to overseas destination….Staff at store great but if u have a problem… all I can say is GOOD LUCK…wld never purchase off them again !!!!!!!!!!! Further to this I now have another faulty chair squeaking noise, they came back & offered me $60 to keep it or I can get it replaced !!!!!! I only sat on this chair for 1 hr and it started with this problem.
Very annoying/frustrating when only persons u can deal with r customer service via email. Asked for it to b escalated and want to speak to management.

I ordered a Leather ArmChair and some leather product for $ A$ 3.700 in August. The whole shopping experience at the shop was bad - the delivery was delayed last minute after a wait of 6 weeks, and on the day of the 2nd delivery date, the service refused to deliver to the house ( 3 steps down from street -level) Save your money - buy somewhere else!

Rude customer service and false advertising on their website. Avoid unless you want a headache in your life.

Absolutely disgusted with Koala living. I purchased 2 mirrors at the showroom and the sales assistant was aware that I was unsure about one of them due to its weight and that I would go home and check if it was suitable. I called back Koala living as soon as I checked and asked for a refund for one of the mirrors as it was too heavy. I was told I’d need to forgo 30% of the purchase price if I wanted to cancel or receive a store credit. I was not told of this when I purchased the items (nor was there any signage). Later I’m told there was signage which I believe they’ve put up after my complaint. I hardly ever write reviews but then I’ve never seen such bad customer service and dishonesty like this before. Be aware that the sales lady also typed a review on her laptop pretending to be me saying how happy I was in exchange for a candle. I would have been ok with this if I’d actually had a good experience but when I asked them to take it down they refused since I accepted the candle. To make it worse, one of the mirrors has small scratches on it!

They never deliver on time and won’t give any confirmation on the delivery timeframe and won’t be apologetic for their mistakes. Avoid ordering from this company.

Awful experience. Sent us the wrong table top colour, TWICE. Eventually they just say that the colour received was correct and blamed it on us. There is obviously an issue with their factory/delivery process. DO NOT BUY

Worst company ever; please do not ship from them. I ordered a beige chair and they delivered me a green chair. I went back requested that my chair be replaced from what I saw in the store which was “beige” they kept telling me what I have received is beige besides sending them several pictures. They don’t call you, just send you nasty emails instead. It’s quite tortourous to deal with them, won’t accept their mistake. Please DO NOT buy from them - complete fraud! Their sales assistant said terrible things to us like we have change of mind so we want to send it back - besides us asking for replacing chair and not asking money back. Horrible horrible sales team - save yourself the headache please as you can see all reviews below advise the same

I ordered 4 x chairs on the website and the colour delivered was not the colour shown
They take to much money to return the item or even exchange for other chairs.
Complete rip off and no customer service
I will NEVER use Koala Living AGAIN
Stay away and do not buy from this company

Koala living damaged my new furniture, then sent out a specialist to fix, but the specilist made it worse ,breaking a zip in furniture headrest.
A month later they sent out another specialist to fix, but this specialist, didn't know how to replace a headrest.
As he had never done this job before, after a hour of persistent, he gave up, taking the damaged headrest to another specialist.

I ordered a dining table set 5 months back.They are not delivering at all. Always extending the delivery date. Seems they are cheating in the name of Koala Living. Strongly suggest never buy from this stores. Auburn team is not co-operative, they always tell to contact customer support. Worst experience,

I had a terrible experience with Koala Living's customer service. I bought a chair and sofa from them on Sunday evening. The chair wasn't on display in the store, so I couldn't inspect it closely. They assured me that both items were in stock and would be delivered on Friday.

On Monday morning, after reconsidering the chair, I called customer service to request a refund for the chair. The representative assured me that since it had been less than a day since my order, they would put the delivery on hold and instructed me to email them for the refund. However, when I emailed them, they responded that they could process the refund but would deduct 30% of the price.

This is unacceptable! The chair was in their stock, and they did no additional work to justify taking 30% of my money. Their customer service is rubbish, and I would strongly advise against buying furniture from them.

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!