Nickscali Reviews 560

Nick Scali, one of the best sofa companies out there? - well that’s what we thought but actually turning out to be the worst experience! Awful attitude from customer service. Having spent ONE THOUSAND and SIX HUNDRED pounds at Nick Scali, Milton Keynes, on a sofa and swivel snug chair, comfy as anything in store, what we received was nothing like the quality of the display models. The seating cushion on ours to both items is so firm and uncomfortable we are putting cushions on top just to get some comfort - no exaggeration. The fabric also, after just one sitting, rippled up badly and looked terrible. I went back to the store within 48 hours of receiving the items to inform them and all I was given was a customer care email ! I then emailed customer care twice over a four day period and got no reply at all. One month on and still no reply from that particular department. I called the shop after the four days and the manager informed me that customer care will not likely even read my emails ! What? So why give the address to me at all? He then offered to raise a ticket with them himself, which he kindly did. After some emailing to and fro with a different customer service department they arrange for a third party company to come and inspect the issues. This company gave us over three weeks waiting period for an appointment. They also didn’t even have any information on the issue - all they had was ‘cosmetic issue’. Nick Scali have ignore further emails from me about these issues (to their active email address), and have offered no apology whatsoever. They have done nothing to speed the process up and I have already told them we will be seeking a full refund if matters are not resolved in good time - they didn’t even respond. It is a disgrace, they show no concern or care, I guess they have our money ! We went to Nick Scali believing we were heading to the best, what a mistake that was, never again. We waited months for the sofa and chair - wish we had kept the old ones. We are fully aware some 'settling' in of the foam will occur but assure you all it has not and is as firm as the day it arrived. The store displays are so comfy there simply is no comparison. Had the store display been like ours I would have instantly dismissed it.
We are STILL waiting for the issues to be resolved. I genuinely hope they cooperate and acknowledge our rights, it’s been a painful enough experience as it is.

We had a fantastic experience at the Nick Scali Coventry store, all thanks to Richard. From the moment we walked in, he was welcoming, attentive, and highly knowledgeable about the collections. What we appreciated most was his non-pushy approach—he answered all our questions and let us make our decision in our own time. Excellent customer service from start to finish!

Very disappointing experience with Nick Scali. The customer service was poor and I had to chase updates myself. What was promised during sales process did not match the actual experience. Very frustrating, I expected much better service and accountability. “No managers to speak to - they will say the same thing”. On purchase they won’t even mention delivery charge. I will never recommend this company to anyone.

Bought reclining chairs as a present for my parents, they were in stock and we already have to wait 2.5 weeks for delivery, delivery date came and went with no order arriving. Took a further 2.5 weeks for delivery to be confirmed and I was still expected to pay the fee, even though in the shop they said no longer than 2-3 weeks.

I had a great service by nickscali team Simon in Lowestoft Suffolk and Jimmy with the longish beared, great customer service thank you,

From the moment we walked in we were met by Abdul, he was exciting eccentric fun and with the kids, we were sold instantly, no following us around the store trying to get the sale, very informative and could tell he believed in the product he was selling, 5 year protection for a very low cost cover is unlimited in those 5 years and after the 5 you can extend further if you please

Couldn’t be happier

Everything you want from customer service! Abdul at the Leicester branch was absolutely fantastic. We was informative and overall wonderful positive person. We engaged with our children and made the process of ordering a sofa so easy. The sofas were amazing quality and we will definitely be buying from Nick scali again. Thank you Abdul.

We havent even received our dining table yet and I am already an unhappy customer. I ordered 6 dining chairs a week after the table was ordered and is due for delivery on the 13th of May. I understand combining the deliveries is not entirely possible, but then the story gets weird. The delivery date for the chairs is the 18th May, so I requested to pick them up from the DC, so that I could pick them this week. After paying , and being told to contact the warehouse, I was told I could pick them up on the 18th, instead of during the same week of the table delivery. We have a wedding function in our new home and now we have no chairs for our new table. The DC OHS policies mean they can only hand over 2 items at a time, and I was not told if I could pick up 3 lots of 2 chairs in 1 day. I was given no answer to the simple question (when can I pick up chairs 3/4/5 &6) .The inability of the staff to interact with the DC leads to an appalling customer experience. I will be letting all family and friends know, not to both spending hard earned $$$ on Nick Scali.

Originally, we spoke with a lovely gentleman named Drew, and we had hoped to see him again when we made our final trip to purchase the sofas we wanted. Unfortunately, he was not in, and we instead dealt with the branch manager, Abdul.

Sadly, our experience with Abdul was very disappointing. He came across as cold, unapproachable, and lacking in customer service skills. Looking back, I honestly wish we had postponed the purchase and returned another day to deal with Drew instead, but as it’s a 30-minute drive for us, we just wanted to get everything sorted.

During our earlier discussions with Drew, certain things had been promised to us. As branch manager, I would have expected Abdul to honour or at least fully understand those arrangements, but instead we were told we would need to wait for Drew to return and make another unnecessary trip. Surprisingly, Abdul also did not seem to know the which item that was promised would fit our sofa, which is basic product knowledge I would expect from a branch manager.

I have worked in corporate companies myself, and I have never experienced:
A) A manager being so dismissive and rude towards customers who are making a significant purchase
B) A manager lacking such basic knowledge about the products being sold.

It is especially disappointing because this was the very first sofa we have ever bought, and what should have been an exciting experience was unfortunately ruined by the poor service we received.

To your response: to whom do I email the additional information to?

Cameron in the Rotherham store was as helpful as he was beautiful.

Informative, but not pushy. Great value sofas as well I can't wait to see what it looks like.

We had a seamless in store experience, Richard was very friendly and amazing at helping us make an informed choice for a sofa that was right for us. I am really happy with my experience and purchase.

Amazing staff Drew was really helpful with us choosing the perfect sofa
And great range of sofas in store

Called into the Rotherham branch, was greeted by Cameron who was super helpful. Really knew his stuff and wasn’t too pushy. Got us the perfect sofa, really excellent quality items. Hadn’t heard of this company before but would highly recommend.

Kully was absolutely fantastic, from talking me through the entire process earlier in the week to purchasing today. Super approachable and knowledgable about the products, and she made the whole experience stress free. Looking forward to our new sofa!

First time buying a sofa popped down to the Coventry branch Richard was amazing very informative and not pushy at all very understanding I would deffo recommend buying from here plus the sofas are so comfy!

We decided to look in NickScali at Fosse Park Leicester and we ended up buying the sofa there and then. The staff were all brilliant and a massive thanks to Ramesh who took us through everything.
Customer service 100%
Staff 100%
Just can’t wait for it to arrive.

Sadly the after purchase support at Nick Scali is non-existent. Within months of the delivery all 3 USB ports have stopped working on my sofa.

An engineer came out, claimed one was damaged, one wasn’t even made correctly and was missing bits inside and one was just faulty.

Sadly Nick Scali are trying to claim this one damaged one must have somehow broken them all and are attempting to avoid obeying by their warranty.

After they have gone weeks ignoring my email I had to inform them of a deadline before I will go to small claims for them to finally respond. They will are avoiding honouring their warranty but have offered to send out parts for me to repair myself.

The technician sent out to do the check on the sofa confirmed to us that Nick Scali (who they constantly called Fabb, apparently didn’t know they had been taken over) would likely just refuse the repair despite what they claim their warranty is. Clearly this play is something Nick Scali do more often than not. Their warranty is meaningless.

My partner and I went into Nick Scali not expecting to find our dream couch as we had looked around both DFS and Sofology, and were basically attacked upon entry to both of those shops when we just wanted to browse and make our own decisions.

However, that changed when we walked into Nick Scali. The sales assistants simply say 'hello' and let you walk around and browse. Richard introduced himself as we were browsing the ground floor and was what I would describe as 'dead chill', which is perfect when you are making a purchase which can be as expensive as a used car for example, and your anxiety is unusually high.

We eventually found the couch we wanted on the first floor of the showroom and went and found Richard who then helped us design our couch as exactly what we wanted.

The customer service we received was impeccable and the sales experience was so seamless. It genuinely felt like you were having a relaxed conversation with a mate. No pushiness whatsoever - it didn't feel like DFS or Sofology where they are working to sell you anything that they can from the second you walk in.

My only indiscretion is the delivery time which is around 12 weeks, but when you are paying for what appears to be unmatched quality compared to the other two retailers, it is definitely worth the wait. The demo couch that we thought was brand new and still firm and shapely was actually 9 months old with customers sitting on it every day. Definitely avoid the big retailers at Alvis retail park and try Nick Scali.

I would also like to add that the team at Alvis are genuinely LGBTQ+ friendly. There was no 'oh, are you brothers?' talk and they knew that my partner and I were actually partners from the second we walked in. That was actually really refreshing not having to correct anyone.

Abdul at the Leicester Fosse Park Store was absolutely fantastic great experience and will definitely be recommending to friends and family

Kully was a fantastic sales consultant and guided us through lots of options and answered all our questions with ease. Even coming into store early to meet our schedules, Kully went above and beyond.