Lyle Dean

Shannon was very helpful and explained everything in great detail.
I found this company to be well-priced in the market and also offer lay-up periods if needed.
Good coverage

We purchased a Suffolk lounge suite from Nick Scali Furniture – Waurn Ponds store on 19 June 2025, with delivery on 22 September 2025, and we are extremely disappointed with both the product quality and the customer service we have received.

When you pay many thousands of dollars for a new lounge suite, you expect a premium product. Instead, we believe we have been supplied with what appears to be a second-grade product, and Nick Scali Head Office has declined our claim despite clear issues and supporting evidence.

After lodging a claim, Nick Scali sent out a company representative to inspect the lounge. The inspection was brief and dismissive — one photo was taken, very little was said, and there appeared to be little genuine intention to acknowledge product defects or customer concerns.

After further complaints, an independent inspector attended and was far more informative. However, even before receiving their report, we suspected the outcome would be the same. This was followed by a phone call from Head Office that felt like an attempt to “smooth things over” without resolving anything.

We then received a second email from Head Office again declining our claim, suggesting we rotate seating and avoid using the two recliners together to reduce wear. This is unacceptable. We custom-ordered this lounge with two recliners together specifically to suit our room layout and TV viewing. We should not have to “play musical chairs” to prevent premature wear on a brand-new lounge.

For context, we are a mature-age couple with no children, we take good care of our furniture, and we have previously owned two leather lounge suites from other national furniture retailers without a single issue. One of those lounges is still in excellent condition after 15 years.

The Suffolk model on display was sold to us after we specifically asked the salesperson:

Will this material pill?

Will it wear well?

Will it puddle?

We were assured it would be fine, especially knowing we had only owned leather lounges previously. Unfortunately, our new lounge is both pilling and puddling, and within a week of delivery, it already looked worn, tired, and years old. It is also not comfortable, which is extremely disappointing.

Additionally, the electric recliner motors are noisy and make an odd sound when operating. This is simply not acceptable for a brand-new lounge suite at this price point.

We have shown photos to the salesperson, who even acknowledged that “this is not right”, yet Head Office continues to deny any defect and claims there is nothing further they can do.

We based our purchase on the display model and the advice given, however the lounge we received is clearly inferior in quality to what was shown in the showroom, despite being the same model.

Friends and family who have visited us have all commented that the lounge does not look new and already appears worn, which has been extremely disappointing and embarrassing given the cost.

Nick Scali’s response also fails to address their obligations under Australian Consumer Law, particularly regarding acceptable quality and matching the demonstration model.

We are not the type of people who complain without reason. We genuinely feel cheated for what we paid. We have also since seen other negative reviews of the same Suffolk model with the same material, which suggests this is not an isolated issue.

Nick Scali Furniture needs to take responsibility for selling high-priced furniture that does not meet reasonable quality standards.

Not only was the pricing very competitive, but the check-in and vehicle provided were smooth and served our requirements to the tee.
Drop off and the whole process was very satisfactory .

The chap that looks after your phone orders very sorry forgot his name but he was excellent and could not be more helpful with my order of a Gasmate bbq cook plate
Well done

Ordering and delivery was spot on
The quality and fit was perfect we are very happy with our outdoor kitchen cover
Great value for money
Highly recommend