Koala Customer Service is Atrocious
Koala have extremely poor Customer Service which I have found is largely AI managed and driven; it’s broken and simply doesn’t work.
So if you have any issues like damage in transit for example you can be left chasing your tail where the right hand doesn’t know what the left hand is doing resulting in complete confusion, no progress, no one to talk to (you cannot call and speak to a human being) and nothing gets done.
It’s absolute chaos dealing with Koala in terms of its communication systems, response times and actually getting anywhere.
Back on 1/12/2025 I submitted photos of damage to a bedside table that I assembled that day and since then there has been no progress whatsoever for 2 months now!! and that’s the Customer Service you can expect after spending $3,140 with Koala on our order.
The quality of the mattress and furniture, the relative ease of putting it together and the instructions and videos are great, however Koala’s Customer Service is, in 2 words “Absolutely Atrocious”. It’s so bad it’s embarrassing!!
Koala is certainly not a company I recommend doing business with and that comes from someone who spent several decades working in my professional career as an accountant, lawyer and business performance and reconstruction specialist. It has to be the worst customer service I have ever encountered or experienced!
In summary. Koala’s Customer Service Team and AI bots are atrociously bad and in need of some major work and
improvement so proceed at your own peril or perhaps choose a better company to deal with like Emma Mattresses, Ecosa, Ventura Living, Temple & Webster and Ikea which I have found from personal experience are awesome to deal with from a customer service perspective. So my message is, choose to steer clear of Koala dot com