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I was supported by Allan... tell your neighbors!
Allan was patient and helpful.
I wanted to find the material and product but needed to communicate with my partner... Allan was very patient and let me know where I could view what I was looking for.
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Frank Martelli
- Fixed issue just as we asked over the phone.
- Satisfied with the outcome of the fix
- On time to appointment and very prompt
- Fixed the issue of our couches with ease
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Craig W.Greater Melbourne (Outer), VIC
Shopped everywhere, should have come here first
Shopped for days searching for the perfect combo of comfort, design and affordability. Found it straight away at Nick Scali Furniture. Jacqueline in the Essendon DFO store was very helpful.
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NicoleHobart, TAS
Terrible customer service related to product defect
Frankly fed up with poor service and long lag times. We ordered our new lounge suite ($5500 worth) on 13th July with a delivery window of 10-12 weeks. Delivery was booked at 13 week post ordering (11th October), then 3 days prior cancelled, then rebooked for a week later (14 week post order - 18th October). The night prior to planned delivery we received a call asking if it could be delayed by a further day as they are very busy. No, not possible when we have arranged for someone to be home! It was the delivered after 5pm on a Friday night. Ini...Read more
tially incorrectly assembled, then when assembly was complete we immediately noted a fault with the alignment of one of the lounges. The delivery people thought this was a manufacturing fault, however given it was now 6pm on a Friday night we had to wait until Monday to contact Nick Scali. On contact they said a service person would be sent out, but given there was only one person the next available date was Saturday 16th November - another 4 weeks away! This date was not convenient for us as we has plans, but they were unable to offer any alternatives so we had to cancel our plans. When the service person came he made some adjustments but was unable to resolve the issue and said he would feedback to Nick Scali and they would be in touch regarding a resolution. I waited over 2 weeks and heard nothing, and when I called on the 4th December to follow up they said my case had been closed in error - therefore had I not followed this up I would never have heard from them. I was promised that it would go to the escalations team and I would hear by the end of the week. I waited until the end of the next week (13th December) having not heard anything before calling again. I was again told that an escalations manager would be in touch within 2 business days. I received a text message on 16th December saying I would hear within 24hours, but didn't get anything until today (20th December). Today on the phone it was made out that the issue that has so far been confirmed by 3 Nick Scali staff or contractors may just be "expected minor misalignment" or something like that. But they have local upholstery company in Hobart that can come, look and make adjustments to the brackets - of course might not be until after Christmas. I ask again about compensation only to be told that they can only look at that after the further adjustment. I then received a call at 450pm from the upholstery company, who clearly are not local as will not be in Tasmania until 10th February (30 weeks after ordering, 26 weeks or 6 months after delivery when the issue was identified). Needless to say I will be contacting them again on Monday, but to be honest my experiences so far don't leave me hopeful. I could not recommend this company to anyone.2 comments
Thanks for your reply. I will be calling again today (I was unable last week due to Christmas). My order number is TH07198. It really is unacceptable and I will be seeking compensation.
Nicole
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GeorgeSydney
- 2 reviews
Frank Martelli
Excellent work and friendly technician, many thanks. Frank changed the motor which needed replacement thank you we are happy with the lounge and the service we receive from Frank martelli
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Maria horozakisSydney, NSW
Frank Martelli
Frank fixed the issue very quickly and was very helpful. The coffee table is stable and doesnt rock anymore . Frank adjusted the feet and issue was fixed very prompt and polite service .
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frank martelli
frank came to my house to add padding on the corner seat thank you frank and nick scali for the service i received today frankvl was very good at the job
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Frank
Customer service great. Fixed quickly. Very easy. Its a shame that a technician had to come out. Why was there no quality check before dispatch? Why do I need to type 30 words?
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NickSydney, NSW
- 2 reviews
Quick and simple
Excellent service. Frank called me ahead to confirm that he was 30 mins away. Came as promised and fixed the sofa leg within 5 minutes. Thank you and much appreciated.
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Lana DumbrellSydney, NSW
Frank Martelli
Frank did very good job,he try many time to fixing led light which didn't work after installation after 50min it's all fixed. I am very happy. Thank you very much
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Cathy vecchioSydney Surrounds, NSW
Frank martelli
Service call to repair lounge.
Frank was very polite, professional and expert in repairing my damaged lounge. He called on approach as previously arranged, attended on time and completed the job to our satisfaction. He also explained warranties and further service if required.
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MelSydney, NSW
Lounge
Frank Martelli was great at inspecting our lounge for any faults. He was friendly and easy to talk to and gave us peace of mind if we have any further questions or problems he is happy to help
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Frank martelli
Frank came to my house because the timber in the arms collapsed frank provided excellent service and fixed the lounge in quick time thank you very much frank for repair
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Jezza17South-Eastern Region, NSW
- 5 reviews
Frank Martelli
Frank rang as he was running early. He was friendly, polite and very helpful. He was also very efficient, completing the repair in less than half an hour and ensured I was happy with the work before leaving.great service.
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Frank Martelli
Frank was very professional. He worked quickly and very accurately. Job was completed perfectly. Friendly person. Arrived in set time frame. Offered some good advice for future maintenance. Thank you
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Randa T.Sydney, NSW
Be ware of the packaging junk.
Delivery was quick and easy. Then. I went outside to find a mountain of junk in my front yard. They leave all the packaging junk behind. You'll need to hire a skip and pay extra to get rid of it. What a lousy service.
2 comments
Customer S.Nick Scali
Hi Randa.T,
I'm very sorry to hear you're dissatisfied with your experience regarding the packaging and plastic.... Read more
We offer a service whereby we install and assemble your furniture where you specify and move the old furniture out of the way if required. However, as stated on your order and on our website, we do not take the packaging and plastic away from our customers' homes as our drivers make consecutive deliveries and it is a Workplace Health and Safety (OH&S) issue for them to have things like plastic and cardboard strewn over the floor of the truck when they're lifting sizable goods. However, I do want to let you know that this is an area we are aware of and we are always looking to improve our service for our customers. As such, we appreciate you taking the time to share your feedback with us. Sincerely, Hayden Nick Scali Customer CareHi Hayden
Thanks for your prompt reply.
It would be a good idea if you offer this service for an extra charge. I'm sure a lot of people would take it. ... Read more
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Frank Martelli
Frank was very easy to work with. Understands what he is doing. He came and adjust my cabinet as required with no hassle. He was well equiped for the job.
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Frank martelli
Came on time very pleased with his service well mannered and very polite. Did the job and was very happy. Thanks thanks thanks
Very happy very happy thanks thanks happy
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Warranty service from Arthur
Arthur was very efficient and pleasant to deal with while replacing the bent mechanism in my recliner. Arthur took great care & left no mess at all behind after packing up all his tools. Arthur asked me to check over his work & try my recliner out after the repairs were completed. Arthur asked if I was satisfied with the job and answered all of my questions. Highly recommend!
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Frank martelli
The lounge was making a noise the problem has been fixed frank was very helpful and polite and explained what the problem was and explain everything we are very happy
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Customer S.Nick Scali
Hi Nicole,
I'm terribly sorry to hear of your concern and for any inconvenience this may have caused you. ... Read more
I'd like to notify my Service Manager of your concern for you to see if there is anything further we can do. For me to do this, can you please let me know your order number or the contact information that would have been on your order form? If you don't wish to share sensitive information in a public forum, please send your details to us via [email protected] I hope to hear from you. Sincerely, Hayden Nick Scali Customer Care