220 questions from our users
Pattyasked
I have an archer lounge and am finding it becoming lopsided and unstable, it is 2 months old and this is the second one, after the first was replaced for the same reasons after also only a few months of use.
Are they not being installed correctly ?
Is it shoddy manufacturing?
The store one was 2 years old and in much better condition . I have contacted the customer care yet again, only to begin the same process as before, which I found very tedious. The "technician" was of no use......
Is there another option for an expert to assess our lounge?
1 answer
Customer S.Nick Scali
Hi Patty,
I'd like to refer your request to my Service Manager for appropriate follow up with you. 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 publicly, please send your details to me via [email protected]
I hope to hear from you.
Sincerely,
Hayden
Nick Scali Customer Care
Lubna Nooraniasked
is the sofa Mazara available in cambelltown factory outlet shop ?
1 answer
Customer S.Nick Scali
Hi Lubna,
Thank you for reaching out!
I'm sorry to say there are no Mazara lounges available in our Campbelltown Clearance showroom. However, if you'd like, I can have someone from the team in our clearance showroom contact and assist you with your query from here. I'd just need a preferred contact method we can reach you on to do so. If you don't wish to share sensitive information in a public forum, please send your details to me via [email protected]
I hope to hear from you.
Sincerely,
Hayden
Nick Scali Customer Care
Lindy P.asked
I have a Rufus 2 seater with 2 electric recliners. I am moving and need to detach the the backrest part. I can't work out how to do this.
2 answers
Lindy P, I have the same problem with a Kimaya lounge suite. I asked the question of customer care Centre and I was sent the installation instructions and told to do the reverse. To be quite frank the instructions were not helpful to me. I now intend to go to a nick scali store and ask the question in person and hopefully someone will be good enough to demonstrate the process. The other option would be to engage a “furniture assembler” with the required skills.
Lindy P: Two suggestions, first look up on YOU TUBE “unassemble lounge suite”. Watch a few videos and you will see how other brands are dis-assembled and you will get the general idea. Nick Scali method is slightly different to the you tube videos in that there is a small spring clip on each side of the attachments that needs to be released by finger pressure upwards on this small clip. Then with your 2 two seater the two seats are probably joined by a metal plate at floor level. It is a matter of disconnecting that plate from each unit. Suggestion 2 if possible call into your local Nick Scali store and ask as I did and the salesman demonstrated the process in 2 or 3 minutes. Seeing how it was done has simplified the process for me.
Rebecca G.asked
Just recieved my nick scali fabric couch. Do I need to scotch guard the fabric?
No answers
KRudzikasked
What are my rights if delivery is delayed for more than 12 weeks. The order says 7-9 weeks with possible delay of 2 weeks
1 answer
Customer S.Nick Scali
Hi KRudzik,
Thank you for reaching out!
I'd recommend contacting the team in the showroom you had placed your order in to see what options are available to you. Alternatively, if you'd like I can have someone contact and discuss this with you, I'd just need your location and preferred contact method to do so. If you don't wish to share sensitive information publicly, please send your details to me via [email protected]
I hope to hear from you.
Sincerely,
Hayden
Nick Scali Customer Care
T M.asked
How can I get my 30% deposit back after I cancelled my order? I ordered a lounge on 4/1/20. On 12/1/20 I went back to store to cancel order and get another lounge as the lounge I ordered was too big for my living space. I was told by the store manager "too late"! and was not interested in helping me. I wanted to purchase another lounge. But she proceed to ignore me after telling me nothing can be done and will have a definite answer for me the next day. But she made it clear there was no chance I can cancel the order and transfer my money to a new lounge. I find that hard to believe and I think most people would agree. We did pass the three day cooling off period by 5 days. Surely China has not started to make my lounge. If that was the case I expect any lounge purchased from Nick Scali to be delivered within 6 weeks and not 14 weeks! I then went and ordered another lounge from another Nick Scali location. I still intend to get my funds back and I have made enquiries with the ACCC. As I am sure it is illegal for Nick Scali to be holding on to my money as we were told on the phone today by the State Manager. And please do not tell me to call your consumer services line, as that is what we did today and were put through to the State Manager and he was of no help at all. All he kept repeating was "3 day cooling off period" We get it. But Nick Scali cannot hang on to people's money one week after cancelling our order, and we also placed a new lounge order!
1 answer
Customer S.Nick Scali
Hi T.M,
Thank you for your feedback.
We deal in custom made lounges manufactured specifically for you in your choice of colour and configuration. As we don't hold stock of our lounges due to the aforementioned, we provide a 3 day cooling off period commencing from the day of purchase, allowing you to make any changes/amendments to your order prior to us committing to constructing your lounge with our manufacturer. Once this cooling off period ends, our manufacturer will commence the construction process for your lounge to the specifications on your order form; and as noted on your order form, if you were to cancel your order outside of this cooling off period, any deposited monies paid will be forfeited.
With this being said, I'd appreciate looking into this matter 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 publicly, please send your details to me via [email protected]
I hope to hear from you.
Sincerely,
Hayden
Nick Scali Customer Care
Peter stevensonasked
I have the complete range of concrete style tables....someone used a scourer to remove a mark on the concrete coffee table which has probably removed a portion of the surface and left a large white mark.....is there any product I can use to restore to original condition.
1 answer
Customer S.Nick Scali
Hi Peter,
Thank you for reaching out!
I'd recommend contacting our service team on 1300 880 370 and follow the prompts to speak with customer service. Our service team will be happy to look into your concerns with you and offer advice and assistance on how you can address this.
Sincerely,
Hayden
Nick Scali Customer Care
dbcasked
Anyone purchased the Luigi or Vitirio fabric modular with electric recliner? Interested in feedback prior to my purchase, with thanks.
No answers
Emily T.asked
Hi, I bought a set of lounge today and I was told I’ll need to wait up to 11 weeks. But we are having a party in 4 weeks, I’m wondering if I can cancel This order!? I have paid the full price. Thanks
2 answers
Depends. I was told there is a cooling off period of three days. And that there may be a 45 dollar fee if cancelled or changed. But if outside that timing might lose deposit/ all? I am not 100 pct certain but best to simply call?
Ha! 11 weeks is a reasonably short time to wait, it's usually 12-14 weeks no matter where you go, unless you buy floor stock. Now you know for next time I guess!!
Anne Gasked
We bought a lounge just today from Nick scali and was told to wait up to 13 weeks? we are having a party in end March so I am really hoping we get the lounge by then. did anyone had any experience of receiving their lounge earlier? or. longer wait? we chose the albany lounge recliners and sunday fabric, does that have pilinv issues as well? we currently have a fantastic lounge 4 years old no piling at all. So im just worried that NS fabric piles more based on reviews and for 4-5x of the price paid. thank you
1 answer
We were told roughly the same timeframe, but I thought the furniture was Australian made obviously not as it comes by ship. We got leather sorry cannot help you there. I suggest you maybe ring and ask.
Maria Anastasioasked
how do I disassemble our Nick Scali 2.5s+laf-chaise PEACE
1 answer
Customer S.Nick Scali
Hi Maria,
Thank you for reaching out!
Please send your query to us via [email protected] so we can assist you further.
I hope to hear from you.
Sincerely,
Hayden
Nick Scali Customer Care
Chato K.asked
We have a fabric couch from Nick Scali but we followed the instructions about cleaning mess from the couch (we also have the cleaning kit from Nick Scali). It created a ring around the couch now from we cleaned. How do we fix this ring? I do have the number to contact Nick Scali to clean our couches free of charge, but its not within 4 days that the mess happened so Im unsure Ill be covered for that?
2 answers
Customer S.Nick Scali
Hi Chato K,
Thank you for reaching out!
I'd like to have my service team look into your concerns with appropriate follow up with you. 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 publicly, please send your details to me via [email protected]
I hope to hear from you.
Sincerely,
Hayden
Nick Scali Customer Care
Hi Hayden,
Ive just sent an email! Thankyou for your quick response!
Laura Bakerasked
Hello, We purchased a Liama 2.55 recliner with USB port, unfortunately the USB does not work. I have pushed the button alongside it but nothing happens. Is there something else I have to do?
Thank-you, awaiting your reply..
2 answers
Customer S.Nick Scali
Hi Laura,
Thank you for reaching out!
I'd like to have my service team look into your concerns with you. For me to do this, I'd just need your order number or the contact information you provided us at the point of sale. If you don't wish to share sensitive information in a public forum, please send your details to me via [email protected]
I hope to hear from you.
Sincerely,
Hayden
Nick Scali Customer Care
Thank you for your prompt reply Hayden. I feel embarrassed. I looked further and found it somehow became unplugged underneath the recliner...
I plugged it in and it is working...again thank you
Dilly Diasasked
Graceland fabric reviews, a family member bought a couch and the fabric is already stretched and creased. The couch is only 2 months old. Wondering if anyone else experienced this?
No answers
ray e.asked
is the leather used on the sofas real 100% cowhide leather
1 answer
Customer S.Nick Scali
Hi Ray,
Thank you for reaching out!
We use 100% Leather for all our current Leather Upholstered furniture pieces.
Sincerely,
Hayden
Nick Scali Customer Care
L Nethertonasked
Hi, we purchased an Avoca suite that was delivered a week ago, unfortunately we are very unhappy with the product, the recliner makes you feel like you are on a stiff board, does not recline in an ergonomic way and has absolutely no lumbar support at all. We are very disappointed and we will be unable to use the lounge, Is there any way we can return this lounge please?
3 answers
Research Australian consumer law before you talk to scali, otherwise they will try to dodge their legal obligations and fob you off
go back to the store and try the display model again. if it is not representative of the one you took delivery of, then you have a case. as Duck said - talk to Consumer affairs to find out your rights and the stores legal obligations,
Customer S.Nick Scali
Hi L Netherton,
Thank you for reaching out!
As you're aware, I've notified my service team of your concerns for you. Someone from my service team will contact you within 24-48 hours to discuss this further.
Feel free to contact me should you have any further queries or concerns going forward.
Sincerely,
Hayden
Nick Scali Customer Care
falefantasked
Im living in Port Macquarie, how would my warranty work living so far from a store
2 answers
I suggest you read the one star reviews on here.
Customer S.Nick Scali
Hi Falefant,
Thank you for reaching out!
You can contact our service team on 1300 880 370 and follow the prompts to speak with customer service. Our service team will be happy to look into any concerns you may have with your furniture and offer further advice and assistance on how you can address this.
Alternatively, you can reach out to us via [email protected] so we can have our service team look into this with you.
Sincerely,
Hayden
Nick Scali Customer Care
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