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Nick Scali Furniture NSW, Castle Hill Questions & Answers
1 question from our users
Jasneet W.asked
I purchased Tallin dining and coffee table from Castle hill in January 2022 store and on one day in May 2022 i was sitting on the couch with my feet on coffee table and suddenly the marble broke and corner of coffee table fell off. I believe this is a very usual and common sitting position in a family area. I can clearly see from the broken side that the marble quality underneath the coating is very poor as crystals are easily coming off from it just by rubbing it with hand. This is surely not a good marble. but when I reported this to Nick Scali, The case officer spoke to my very bluntly and rudely as if i don't have any right to complaint about their product. without even physically checking the table, she closed my case with an argument that i used it inappropriately. this is very bad customer service. and if this is the kind of warranty they offer on their products then this warranty is of no use to anyone.
Can someone from nick scali speak to me and listen from my point of view here?
Thanks
Jasneet
3 answers
Customer S.Nick Scali
Hi Jasneet,
I'm sorry to hear of your troubles with your coffee table.
As our goods are all custom ordered and built for purpose, I hope you can appreciate that the size and weight of a person's legs are significantly different to what can be expected from crockery and foods.
With that being said, I am happy to have this escalated within the service team to address this with you in a goodwill manner.
To do so I will just need your order number, or the contact info which would have been on your order, to find out more.
I hope to hear from you.
Sincerely, Peter
Nick Scali Customer Care
Hi,
I understand your opinion but I am average build with 70kg weight, and the net weight on the table wont be more than 5 kg when i am sitting on the couch. I have been using different other wooden and glass tables in similar fashion before but none of them broke. The problem is the case officer didn't even trusted my view. how can she come to a conclusion without checking the marble quality of my table? I was alarmed about the quality of your marble in very beginning when during the delivery in January the dining table marble was broken despite full proof packing. at that time I thought this was one off poor quality product issue but i was wrong.
There were 2 reasons i choose this marble table - First - Because of your brand name and i trusted in your warranty you care for your customers post sale, Second - i expected marble table to be tougher. Nick scali failed me on both this time. Please look into this. My number is 0447214733. Thanks for reconsidering your decision here.
Regards
Jasneet
When are you going to call me??
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