Koala Living 

I am extremely disappointed with my experience with Koala Living.

Our dining table frame has now been delivered damaged twice. Both replacement frames arrived bowed, making the table impossible to assemble safely. The screw holes do not line up correctly, so the bolts cannot be installed as intended. This is not only poor quality but also a serious safety hazard, especially in a family home.

To make matters worse, we have endured incredibly long delays waiting for a replacement, only for another faulty product to arrive. Throughout this process, communication has been unacceptable. Case managers are extremely difficult to contact, calls are not returned, and updates are minimal, leaving customers to constantly chase answers.

After spending thousands of dollars, I expected a premium product and customer service to match. Instead, I have received defective products, lengthy delays, poor communication, and ongoing frustration.

I cannot recommend Koala Living based on my experience. The quality control and after-sales service have been extremely disappointing, and I sincerely hope they improve their processes so other customers do not have to go through the same ordeal.

Purchased a $1500 side board which arrived chipped. Koala support offered a $100 koala living voucher???? It's a black sideboard so the chip stands out a mile away and rather they offer a 6% in store credit???

Absolutely do not recommend

Excellent service from Daniel at Koala Living Casula! He was friendly, professional, and very helpful throughout the whole process. He made our purchase easy and stress-free. Thank you, Daniel—we're very happy with our new chairs and highly recommend your service!

I ordered the Ahmaya Black and Gold Fibre Clay Planter – Set of 2 from Koala Living’s online store. Unfortunately, both planters arrived damaged, with visible cracks and chips. The larger planter had a significant crack running from the rim to the base, making it unusable.

I contacted customer service on 18 June, provided multiple photos of the damage, and requested a full refund. I also advised that I was happy to return the damaged items as long as I wasn’t required to pay the return shipping costs, since the products arrived damaged.

It has now been over a week, and I have not received any response or acknowledgement. This has been very disappointing, especially considering the order cost over $230.

I hope Koala Living resolves this matter promptly, but based on my experience so far, I cannot recommend ordering from them.

Online customer service is an actual joke.
I placed an order for some canvas artwork which is still pending until it arrives in their warehouse from god knows where.
I received an email for 60% and thought I’ll add to my existing order. I added another piece of art , only to place the order with the original 50% off. Strange so I contacted customer service who told me the sale ended 8th June, however I received this email today 15th June at 10:22am. No acknowledgement or apologies just a lovely passive aggressive “sorry you feel that way” to my disappointment.
Then offering me store credit for the other item instead of cancelling.
I only placed the second order because YOU sent me an email with 60% off. It’s quite obvious it’s not Australian.
Avoid this company at all costs. It’ll be gone before you know it.
OFT and ACCC will be contacted.

I am extremely disappointed with the customer service I received when collecting a coffee table from your Casula store.

My father and I arrived to collect our table and were left waiting at the front of the store for approximately one hour. We were then told by a staff member named Kerri to go to the back loading area and ring a phone so someone could assist us. However, there was no phone or bell available at the back of the store.

We drove around to the loading area and repeatedly knocked on the roller door and entry door but received no response. I then had to walk back to the front of the store to advise Kerri that there was nobody available to assist us.

Both Kerri and the younger staff member assisting her displayed poor attitudes and a lack of customer service throughout the entire process. Kerri then asked to check the receipt again, despite it already having been checked earlier. Eventually, she came to the back loading area, opened the roller door, and informed us that there was nobody available to help.

As a result, my elderly father and I were left to carry the heavy coffee table ourselves and load it into the car. This was completely unacceptable and highly unprofessional.

To make matters worse, the security tag was left attached to the wooden coffee table. When it was removed, it caused damage to the table. No effort was made to inspect the item, remove the tag, or assist us with the collection.

Overall, the service was unhelpful, unprofessional, and extremely disappointing. I would appreciate a response regarding this matter and an explanation as to why customers are expected to wait for such long periods and then handle heavy furniture themselves.

I ordered a $1699 desk on 3 Feb 2026 with the initial delivery date in March, which then got delayed and now it is expected to arrive warehouse on 22 June and it is still unconfirmed. I called the hotline and they have no visibility to when they will expect the shipment and did not offer any help with the order. They offered for me to get a refund but they are unable to process it, i'll have to goto a store to do so. After 4 months I still have no table and unable to estimate when I will actually receive one

Very disappointed with Koala Living. I bought wall art in December and was given multiple delivery dates (28 Feb, April, then 16 May), but I still haven’t received it.
The delivery has been delayed three times with no clear communication. Instead of refunds, I was given store credit $25 which forces another purchase. I also received faulty items in the past, making the experience even worse.
Overall, I am not happy and would not recommend this company due to repeated delays and poor customer service.

I ordered 3 stool bars through website, confirmed and fully paid. extra $29 for lux membership without consent to receive 50% discount.( Question the validity of such if it really gives 50% discount or another way to overcharge customers). Received an email about ETA, yet on the website profile, the status was unavailable. I have contacted them to clarify and assured by two different customer service reps that it means it is on the cargo in the ship coming to Australia. I received an email just 2 days later that item is no longer available and they can give me a credit or refund but they will not pay the so called Lux membership back. it is $29 but not consented and pretty useless since I am not planning to buy from them considering the quality of their furniture in their show room.
Disappointed is the most polite way to describe the situation since they have no answer of Why the purchase confirmed when items were not available from the beginning and why the membership is not refundable.

If I could give it 0 I would. Went all the way to their madden park store to buy a couch Maddie and a matching sofa and lamp and mirror. I gave them the money and they took 2 weeks to arrive and a bunch of teens came as delivery guys and they couldn’t swing the lounge into my apartment hence I suggested they open the box and they replied if they did and still can’t fit into my doorway they’ll just dump the lounge in my units corridor. Hence I suggested they lifted it from the balcony and he said nope if he broke my balcony his insurance won’t cover. In the end he took the goods back to koala living and I asked for a refund. Marie writes to me and start putting the onus back to me, like send me photos of incident, hello no one told me I had to. She said I should’ve measured the doorway, well it’s the first time I bought furniture and the sales lady didn’t tell me to. Plus it had nothing to do with the door way they couldn’t swing the box into my unit as the corridor was squashy. So she charged me for delivery fee for returning the item which I didn’t think was fair but the worst part is she charged me 30 percent refund fee - whet? I’ve never heard of such a thing. They said it was a change of mind fee. I didn’t change my Mind I saved up for months for it. How is it fair for me to be charged $1300 when they got their goods back intact and unopen. They bear no losses whereas I’m losing $1300 plus loss time waiting for their goods to arrive and it’s causing me grief as tried ringing them up 4 times and they said on they will get their boss to ring me which they never did. I’m not sure if I’m dealing with a robot as she only gives her first name as Marie and no surname and no job description she’s in. I must’ve written to them 4 times. I saved very hard to splurge 4000$ over, I’m just a single mum and thought after 20 years of sitting on my mums faded couch i should buy something better. I saved for months for this. I thought koala living with their chain store they would be honest to deal with. I’m truly shocked and disappointed by their lack of care and bullying sending me a final letter to say that their management which the phone operator said will ring me but never did, cannot refund me fully. It was bad enough of them charging me for return of goods to the courier guy but to make me lose $1000 when they loss nothing is unconscionable, that is my mortgage payment food on the table for my child. Plus recently I lost my job. All they can say is they’re following their company policy - where is their compassion every case is different and they should bare the outcome on a case to case basis. I’m just thinking if I was mentally incapacitated like hsd Down syndrome or had dementia they would have got away with this unconscionable behaviour. I’m writing this so another single mum will not be so stupid like this and get bullied by this company who tried to put the blame on me saying I didn’t take photos and I should’ve known the size of the corridors - seriously? If you are unethical how can you survive as a company? I am so sad and feel conned by this company. Rang them 6 times and phillipinos answered who can’t help me at all

Worst store ever. Marsden Park. Had the awful experience there and would never set foot in that disgusting store ever again

I paid $150 for delivery for a coffee table but picked it up next day and cancelled delivery that was a week away, was told refund would be in my bank account in 5 to 10 working days, that was febuary 13 now 8 weeks later, I have called 14 times send emails almost every day, told me it was put in my account on March 13 I send them photos of my bank account with NO REFUND , I am disgusted with the time and effort I’ve had to make with them and still not given me my money !! Absolutely ridiculous,

We placed an order for a queen bed back in December, which was finally delivered on 28th March. During assembly, the delivery team identified that the bed was damaged. They assured us a replacement would be delivered the following weekend and that we’d receive a call within a few days.

That call never came.

When we followed up, we were told the system shows the bed as “delivered” — despite it being damaged on arrival and never properly installed. After raising a complaint, we were then informed that only the damaged part would be replaced… sometime in June. Meanwhile, a completely new bed is apparently available for delivery at the end of April.

We now have a damaged bed parts lying in the room with a 3-year-old — a genuine safety risk — and we’re being asked to wait months for a fix to a problem we didn’t create.

How is this acceptable? Why should a customer carry the burden of a faulty product?

For a company that has recently listed on the ASX, this level of customer care is extremely concerning. There seems to be a complete disconnect between operations and basic accountability.

What’s most disappointing here is the complete lack of human consideration. This isn’t just a logistics issue or a delayed delivery — this is about having a young child in a home where a damaged, unstable bed has been left behind. Safety should never be an afterthought, and right now, that’s exactly how it feels.

Good customer service, great products and beautiful decor.

DO NOT SHOP HERE

This company is an absolute nightmare to deal with. When you buy a product in store, they essentially wipe their hands clean and redirect you to a customer service centre on the other side of the country who are uselessly helpful.

We ordered 8 dining chairs in December 2025. They were expected to be delivered to our house in January 2026. Every few weeks we check our delivery tracking and it is postponed another two weeks. Our 'expected delivery date' is now in May.

I revisited the store in Osbourne Park, and spoke to the sales rep and the manager who promised me they would absolutely look into the matter further and contact us. After a few delay texts, everything went quiet and we received no helpful update.

When I requested if their 'estimated arrival' was based on actual evidence from their supplier or if they were deliberately misleading customers to keep them engaged with the purchase, the response I received was the following "Thank you for your email. We do not provide and have never provided any proof of communication with our supplier to our customers ever".

Please completely avoid purchasing furniture here. It is impossible to get a clear response, and I still have no idea when I'm going to receive my order. Just shop somewhere else! Anywhere else!

I had a very disappointing experience with Koala Living.

Two weeks ago I booked delivery for a table and chairs after being told the items were available and ready. However, on the day of delivery I suddenly received an email saying the table was out of stock. This makes no sense because the order and delivery had already been confirmed. No one called to explain or discuss the issue, which shows a serious lack of communication.

What made it worse was that the chairs were delivered without the table, even though I clearly instructed that I only wanted both items delivered together. It feels like my reserved table was given to another customer even though my order was already booked.

I’m also very disappointed with the quality of the natural stone frame. It does not look like genuine natural blue stone as expected. Instead, it appears that dye has been poured over white stone to make it look blue, which is very misleading for the price being charged.

Overall, this experience has been frustrating and disappointing due to poor communication, delivery issues, and concerns about product quality. I expected much better service and honesty from Koala Living.

Nightmare Experience – Avoid Koala Living
Purchased our house furniture from Koala Living in April/May last year – a nightmare from start to finish. Prepaid delivery and installation arrived in September, but our dining and coffee tables were damaged during installation, and Koala didn’t inform us. After 8 months of repeated failed replacement attempts, the tables were finally fixed. Counter and dining chairs are wobbly despite multiple adjustments. Completely unprofessional, unresponsive, and frustrating service. Worst furniture purchase ever – do not buy.

This company does not exist. Any attempt to purchase anything is met with 'delays'. After 6-12 months you will then be told they dont have that in stock. They do not offer to refund you. If you try and cancel they illegally state that you must pay a $300 cancellation fee. You have to threaten them with your ACCC rights before they stop jerking you around. This is clearly a scam company - do not ever buy anything from this company online ever.

Good service and beautiful furniture

Recommended to visit Nunawading gallery.