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Nick Scali Furniture Questions & Answers (page 2 of 11)
Online Store, Retail Stores220 questions from our users
Irfan Kasked
Hi
I bought a sofa that got delivered yesterday. Unfortunately, it looks too big for the space that we have (of course this is our fault). Wondering if Nick Scali would allow us to change and chose a different one ?
2 answers
Customer S.Nick Scali
Hi Irfan,
Thank you for reaching out!
I'd recommend having a chat with the team in the showroom you had placed your order in. They'll be happy to contact and discuss the options that may be available to you. Alternatively, if you'd like I can have someone contact and discuss your concern with you. I'd just need your order number or the contact information you provided us at the point of sale 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
Thanks for the response
Order number was MP66225
Regards
Heinz H.asked
Hi, if I pay a floor product on special sale just a week ago but a haven't received it jet from the store, can I cancel the buy and ask for a refound of the money I paid?
1 answer
Customer S.Nick Scali
Hi Heinz,
Thank you for reaching out!
I'm happy to have the team in the showroom you had made this purchase in, contact and discuss this matter with you. I'd just need your order details and the contact information you provided to us at the point of sale.
If you don't wish to share this information publicly, please send your details to me via [email protected]
I hope to hear from you.
Sincerely,
Hayden
Nick Scali Customer Care
Charmain H.asked
Hi,
we bought a Vela 6 seater corner couch about 7 months ago in Black and 2 of the seats have started peeling at the seams... Can you please advise what my next steps here are?
Regards,
Charmain Hoskin
2 answers
Research Australian consumer law first, talk to choice, accc and fair trading, then approach the company.
Otherwise you run the risk of being dismissed for not maintaining your lounge properly, which would be based on nothing concrete
Customer S.Nick Scali
Hi Charmain,
Thank you for reaching out!
I'd like to have my service team look into your concern 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
Lisaasked
Hi there, i bought a couch from Nick Scali about 7 years ago, and I absolutely love it. But with time, it is slowly starting to sag. Is there a service that you can recommend to help with this? I am happy to purchase new cushions etc - just need to know where to start. Can anyone help? Thanks in advance
1 answer
Customer S.Nick Scali
Hi Lisa,
Thank you for reaching out!
Please send us an email via [email protected] so we can assist you with your query?
I hope to hear from you.
Sincerely,
Hayden
Nick Scali Customer Care
Janelle Williamsasked
We have a 3 seater lounge with the footrests on the 2 ends. We would like to dismantle it. Can you please advise if this can be done. Cheers.
2 answers
Customer S.Nick Scali
Hi Janelle,
Thank you for reaching out!
Please send us an email of your request to [email protected] so we can assist you in sourcing the assembly instructions of your lounge.
I hope to hear from you.
Sincerely,
Hayden
Nick Scali Customer Care
Customer S.Nick Scali
Hi Janelle,
Thank you for reaching out!
Please send us an email of your request to [email protected] so we can assist you in sourcing the assembly instructions of your lounge.
I hope to hear from you.
Sincerely,
Hayden
Nick Scali Customer Care
Madonnaasked
Hello, I want to dismantle my corner lounge (the recliner end chair so I may change the handle that has snapped). I have watched videos on how to do it however the foot rest part is unable to be lifted to get under to unscrew the chair off the frame. Could you please help me? Thank you
2 answers
Hi Madonna, I am not sure how to do that..what lounge you got from Nick Scali? If it is a peace lounge then I know how they have connected them. For any thing else it will be best if you can call Nick Scali. Best of luck.
Customer S.Nick Scali
Hi Madonna,
Thank you for reaching out!
Please email us via [email protected] so we can assist you with your query.
I hope to hear from you.
Sincerely,
Hayden
Nick Scali Customer Care
Ashleigh L.asked
Hi I recently brought a light grey lounge and was wounding if applying a coat of scotchguard on the lounge for some extra protection from oily fingers would effect the lounge at all??
1 answer
Customer S.Nick Scali
Hi Ashleigh,
Thank you for reaching out!
We only recommend the use of our Care accessories to assist with the maintenance and upkeep of your furniture. Any damage caused due to the use of any other product other than what we recommend may void any product warranties. If it helps, you're able to purchase our care products on our website via this link here: https://www.nickscali.com.au/products/shop-online
Sincerely,
Hayden
Nick Scali Customer Care
Andrea Gasked
Hi, I have a Nick Scali fabric lounge (light grey) which we have had for less than 12 months. Due to 2 dogs that love to lean against it, it has become very dirty in places. The spot cleaner that i received with lounge is not going to work on large areas. Can u advise the best way to do this? Not sure if i should steam clean myself or get a professional to do it? Thanks
1 answer
Customer S.Nick Scali
Hi Andrea,
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 concern with you and offer advice and assistance on how you can address this.
Should you have any other queries or concerns going forward, please don't hesitate to contact me.
Sincerely,
Hayden
Nick Scali Customer Care
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??
Atah O.asked
Hi, I bought my Nick Scali lounge about two years ago and the leather is beginning to change colour. Is it possible for me to return to Nick Scali to get the leather changed? If yes, how much will it cost me?
3 answers
Heya, do some research around Australian consumer law, ACCC and fair trading, before contacting scali. You will find that scali will try and suck you in to some lie that 'body oils' or 'medication' have caused the discoloration and you haven't maintained or cleaned the sofas properly such that they say your warranty is void. Which is nonsense.
On truth the sofa was always going to discolor as it is cheap quality stuff made in China, at a huge profit to scali.
If you can demonstrate that the sofa is not fit for purpose/ is not durable/ if you had known it would fail like this you would not have purchased, as you are a reasonable consumer, then you will be entitled to a refund.
I'd go for a refund as any replacement couch/ repair will only fail again
Good luck
Customer S.Nick Scali
Hi Atah,
Leather changing colour could be due to a number of factors, like whether the lounge is being exposed to direct sunlight for extended periods of time, general maintenance and cleaning or others.
We do not provide reupholstery services, however we are able to recommend a professional upholsterer based on the product you purchased.
Please let me know your order number, or the contact info which would have been on your order, I can then find one for you.
If you do not want to share your sensitive information in a public forum, please email me directly on [email protected] with the subject: ATTN Peter, Atah O.
I hope to hear from you.
Sincerely, Peter
Nick Scali Customer Care
Hey guys, discolouration can also be caused from the salt in shipping containers, as it dries out the leather in transit to australia, no amount of confitioning will help this if it has happened. If its going white, this is the case. Wd 40 will fix it in the short time for 12 to 18 months
AKAIRAasked
Hi there, how heavy is the round 140cm Levanzo concrete table top please? We are looking at one but your website only shows the dimensions not the weight. Thanks.
1 answer
Customer S.Nick Scali
Hi Akaira,
Thank you for reaching out!
The Levanzo round dining table weighs approximately 111.5 kg.
Should you have any other queries going forward, please don't hesitate to contact us via [email protected]
Sincerely,
Hayden
Nick Scali Customer Care
Megan N.asked
I’ve had my new couch for less than a month and within a week the fabric had started to pill and look like it was old. I called customer service and was told that I can get go and buy a depilling device and use that. I explained this was not acceptable and have sent photos. After reading the comments here and other issues people have had with pilling on fabric couches I hope that I’m not going to get the run around like them.
5 answers
Customer S.Nick Scali
Hi Megan,
Thank you for reaching out!
Pilling is a natural characteristic of fabric fibers. This is a common characteristic of fabric where loose/broken fibers between 2 materials intertwine creating pills. To assist with the upkeep of pilling, we recommend the use of a de-pilling machine.
With this being said, I'd appreciate the opportunity to have my Service Manager look into your concern for you to see if there is anything we can do. For me to do this, I'd just need your order number or the contact information that would have been your order form. 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
Some pilling may be acceptable but this is not a resonable amount and I shouldn’t have to spend that much time weekly to do that. Nor was I told this would be an issue with this fabric. I have had other couches with natural fibres in the past and this has never happened. The invoice number is QV55592
Im also experiencing this issue. Did you get any resolution Megan?
Cathy Kasked
Just bought a Melinda modular fabric lounge suite. It is very, very firm to the point that it hurts to sit on it even for a short time. Will
It soften & if so how long will it take?
2 answers
Customer S.Nick Scali
Hi Cathy,
Thank you for reaching out!
Our lounges are custom made for you in your choice of colour and configuration. Once your lounge has been completed with our manufacturer, it is then tightly packaged and shipped into the country to be delivered to you. We usually ask you to allow 3-4 months (depending on frequency of use) to allow the foam to settle on your lounge. Furthermore, we ask you to "wear in" all seats of your lounge to ensure consistency.
I hope this helps, should you have any further queries or concerns going forward, please don't hesitate to contact me via [email protected]
Sincerely,
Hayden
Nick Scali Customer Care
I'm wondering if you're still having the same issue with the couch. Ours is just under 12 months old and we can barely sit on it. It's causing us severe back pain.
Rooboyasked
How do you return the head rest back to upright position it’s layer back but does not return to upright
No answers
Belinda Hasked
We just ordered a lounge from the Canberra store and have been told we need to pay the driver $100 cash for delivery. We are not getting this item delivered, we live too far away so are collecting ourselves from the store when it comes in. Why are they charging us to have it delivered to their store ?? Dodgy !
2 answers
Good question. I believe that the items are despatched from Sydney and delivered to the customer and the driver is paid separately. That cost isn't in the sale price, so presumably if you get it delivered to the shop instead of your home address, you will still be liable for the fee.
Customer S.Nick Scali
Hi Belinda,
Thank you for reaching out!
I'd like to investigate your concern with our Showroom Manager to help identify the reasoning behind your delivery charge. For me to do this, I'd just need your order number or contact information you had provided us at the point of sale. 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
A Athanasiouasked
Hi
We purchased the Vitorio Lounge and this doesnt come with a battery pack and as such has to be plugged intoi the wall.
Are there power packs that we can purchase so that we no longer need to plug into the wall. We have a two seater and a 4 seater plus chase.
2 answers
Customer S.Nick Scali
Hi There,
Thank you for reaching out!
I don't believe we're able to retro-fit a power pack/transformer to our lounges. 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 discuss your query with you and offer advice and assistance on how you can address this.
Should you have any further queries or concerns going forward, please don't hesitate to contact us via [email protected]
Sincerely,
Hayden
Nick Scali Customer Care
Don’t change to battery . We were told charge would last a month . A year latter after 5 service calls and new batteries installed they are only lasting 7 days . Will never believe anything we are told again . Do homework by asking around .
Lyn W.asked
What is the best way to move the Archer lounge?
How does it come apart?
1 answer
Customer S.Nick Scali
Hi Lyn,
Thank you for reaching out!
Please send your request to me in an email via [email protected] so I can provide you with the assembly instructions of our Archer lounge for your reference.
I hope to hear from you.
Sincerely,
Hayden
Nick Scali Customer Care
DMBasked
I have just had a Leather sofa delivered 5 days ago and it stinks of chemicals. We cannot sit on it. We placed two large winter blankets on it in an effort to try to deaden the smell but this did not work on it and the smell is there still. We have tried using a fan and have 5 scented candles buring to get rid of the smell. NO USE. I am a previous customer and this did not happen with the previous lounge but I have been told you have changed manufactures to China and the leather is not the same as the first despite being told it was the same as my first lounge. We are now sitting on the floor as this is better than sitting anywhere on or near the lounge. A technican is coming on wednesday 5 days from now but I do not think we can tolerate the smell or the necessity to have all the windows open all the time. It is now getting cold at night. We are in a small apartment and the previous sofa has been given to family the same day as delivery of the new one. This is a most unsatisfactory, disappointing and disgusting. The smell is so bad it gives you a headache and bad taste in your mouth. We are also extremely concerned the impact of these chemicals is having on our health. The solution will be for you to take this lounge away provide refund and we will look elsewhere as I cannot see how this smell can be removed.
13 answers
Hi there, we have just had the same problem. What type of couch and colour did you purchase? We purchased the Chifley in white.
Hi Morris we bought the Volante Chocolate have you managed to get the smell out of your couch?
We have used fans today on it to air the lounge all it did was send the foul smell through the whole house.
When we did sit on it with the blankets trying again after adding a third thick blanket the smell went all they way through to our clothes again. It is a very comfortable lounge but the smell is so foul we cannot sit on it.
I really am lost by all of this as the first leather lounge we purchased from them was great no smell and that was less than 3yrs ago in the same color.
It is going to be a very long uncomfortable and very smelly wait till wednesday.
We had our couch taken away Thursday. (2 weeks after delivery of the couch). The toxic odor could not be removed. We also suffered terribly. We went into their store yesterday to look at buying another one of Nick Scali's couches. We looked at the fabric couches, but we did not see anything we liked. We are very concerned that we will end up with toxic odor again with another leather couch. We cannot go through that again. Let us know how you get on. All the best with everything.
Markasked
Why do the delivery drivers for Nick Scali need to be paid in cash for the delivery of furniture ? Who carrys cash nowadays ??
Nick Scali has arranged for the delivery of my furniture and therefore this should be included in the price of the furniture and not paid separately in CASH on delivery.
1 answer
Customer S.Nick Scali
Hi Mark,
Thank you for your feedback.
As our delivery drivers are sub-contracted to Nick Scali, our delivery charges are calculated on two platforms. Firstly the cubic meterage each product will take up in our delivery trucks, and secondly the amount of assembly required for the items. This is to ensure a fair charge rate for our drivers as well as our customers. Each truck naturally has a limit to the cubic meters it is able to hold and as such bulky items reduce the carriers number of deliveries on any particular run. The time required to assemble furniture is also a cost to our drivers so this to must be considered when establishing a charge.
Although cash is our delivery drivers method of payment, a receipt can be provided upon request.
Our commitment to you, and all our valued customers, is first and foremost to offer you a quality delivery service that ensures you receive your furniture in excellent condition, and that the installation provided is reflective of the quality of our product.
Thank you so much for taking the time to share your experience with us. I will pass your thoughts onto our senior management team for consideration.
Sincerely,
Hayden
Nick Scali Customer Care
Lillyasked
I bought a Valeria lounge and was delivered late Feb of this year. I didn’t have a rug at the time of assembling. Now I do but the lounge is so heavy to lift and fit on the rug. Is there any way I can disassemble in order to fit it back again on the rug?
No answers
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