Koala Living 

Excellent customer service with Tuyen at Nunawading gallery.

We purchased a coffee table and three portraits from Koala, and we were very happy with the quality. Of course, those items required delivery, and the process was smooth. The design and finish are excellent, and everything looks great in our space.
We recently needed one more portrait (600mm × 600mm, around 2 kg). While the product itself is very good, the downside is that there’s no option to pick it up from a store. For an item costing around $150 and easy to carry, a pickup option would have been very convenient.
We also had to pay an additional $33 for home delivery, and the delivery timeframe is about three weeks away. That felt a bit disappointing for such a small, lightweight item.

Did a big purchase at Auburn, NSW store and happy with the service provided, enjoyed browsing and purchasing them of various living products.

I love the designs and the quality of the furniture at South Wharf

Had a wonderful experience with Koalaliviny Southwharf.

One star is too generous.

Two items were delivered with stains, and I have now been dealing with this issue for nearly a month.

Instead of taking responsibility, I was told to try cleaning the stains myself with soap. When I refused, it took 11 days just to arrange a replacement — and even then, the wrong items were areanged. This happened repeatedly, even after I corrected their mistakes multiple times.

Eventually, one correct item was delivered with other incorrect items. However, the other item is still pending, and I am still waiting with no clear resolution.

My emails have gone unanswered. When I called, I was told the case manager was on dayoff and would contact me the next morning. No one called. When I followed up again, I was told the manager had already finished for the day.

The entire experience has been disorganised, careless, and completely unprofessional.

At this point, even one star feels too generous. I would not recommend this company.

Extremely disappointed with both the product quality and the response from Koala Living.

We purchased a study desk and paid an additional $200 for premium delivery and assembly specifically to ensure the item was handled properly and arrived in perfect condition. Instead, it was delivered with damage to one of the panels.

The most concerning part was the response from customer care. In her first email, Dulce stated, “We understand some customers may be willing to accept some imperfections in their products,” and offered either a $240 store credit or a repair.

This is completely unacceptable. We did not purchase a discounted or “imperfect” item. We paid full price for a brand-new desk, plus extra for premium delivery. Suggesting that customers should simply accept imperfections on a new product is not an appropriate standard — especially at this price point.

When an item is delivered damaged, the reasonable expectation is replacement — not a repair, not store credit, and certainly not a suggestion that imperfections are normal.

Paying for premium service should mean premium handling and accountability. Refusing to replace a damaged item and instead pushing a repair or credit falls well below acceptable customer service standards.

Very disappointing experience, and not what you would expect from a company positioning itself as high-end.

My wife and I fell in love with a couch bed at koala living at Moore park NSW. We were served by a very polite young lady who was informative and lovely. We went home and ordered it through her on line quote. We received the couch 2 days later and are delighted and happy. Where they lost a star was communication but that was resolved. Very difficult to get someone on the phone if you have delivery issues or queries. Emails replied more than 36 hours later. In our case I booked in delivery for Feb 3rd which was available but got an sms that delivery was confirmed for Friday 6th Feb. we were going away and trying to confirm Feb 3rd was a nightmare due to difficulties getting responded to. All in all their product is definitely quality. They’re in store service excellent. Their delivery personnel excellent. So yes we highly recommend their products and service. Just get it right from the start re delivery. Thank you Koala living. We’ll be back .

I ordered my all my furnitures from koala living fo my brand new house.
Just after 3 weeks receiving my sofa they started to discolor. I raised my concerns and they dismissed it.
After having my dining chairs for only 7 months which are the same fabric 4 of them had faults where the stitching is they all came apart mo. Going back and fourth they refused to wage all 6 as I told them my warranty is nearly over what happens if the other 2 come apart. Please please do don’t buy from them I spend 15000 on the worst furniture ever.

I contacted Koala Living to follow up on items still pending from my order and to get an estimated delivery date. Unfortunately, the experience was extremely disappointing. Despite trying multiple phone numbers, I was unable to speak directly with a store. Instead, I was routed to what appeared to be an offshore call centre. The staff member I spoke with was rude, condescending, and completely unhelpful. Rather than working with me to address my enquiry, they spoke down to me and showed no interest in resolving the issue.

There was a complete lack of customer service skills, empathy, or willingness to assist. For a company selling high-priced furniture, this level of customer support is unacceptable. I expected basic courtesy and assistance, especially when following up on an existing order.

Based on this experience, I am very hesitant to recommend Koala Living.

Bought a set of 6 dining chairs from Koala Living Castle Hill — one was broken, so we agreed we’d take 5 and they’d deliver the replacement later. The delivery date was changed without notifying us, and when it finally arrived, the replacement chair was also broken.

We ended up having to load the broken chair into our own car and drive it back to the store (a big burden for us), only to be treated dismissively and told to “go through customer service” with no manager available to resolve it properly. Poor communication, poor quality control, and an unhelpful in-store process. Still waiting on a working chair after all the time and hassle.

Ordered two leather couches that were very expensive in late 2025 and only one was delivered in Jan 2026. After contacting Koala, I was given implausible excuses as to why the other couch wasn't delivered and told it was sitting in the Perth warehouse and would be delivered on the weekend. Koala failed to deliver to couch again on the weekend, so the matter was then escalated. We have been going around in circles with customer service and still have no couch. We were then contacted and told the other couch may arrive in April, that's a 4 month wait already! I will be requesting that Koala come and pick up the one couch delivered and give me a full refund, and I will go to a company that will deliver my consignment when its due. Dealing with this company has been an absolute nightmare. I have met their terms and conditions, and Koala Living has failed to meet theirs. I will be contacting consumer affairs if there's no resolution. Please avoid this company at all costs.

Great designs but terrible after sale service.Impossible to contact anyone with a clue. AVOID BUYING ONLINE AT ALL COSTS.
My credit card got charged twice and several weeks later, I have made numerous calls but the issue is not resolved.

One of the worst, most unprofessional companies I have ever dealt with.

I should have known something was wrong when I made my first order and when I asked via email about the color of the item, I was told to book a (paid) consultation with the design team. Can you imagine having to pay to have a product question answered?

I was told to expect my delivery today. I was waiting all morning. I finally get a text message at 10:38am saying the delivery will be coming in 22 minutes. I get a second message at 10:38am saying my delivery is coming in 8 minutes. I respond "Fantastic. Thank you." After 40 minutes - and no delivery - I text the driver. No response.

At 11:37am I call Koala Living and get a very rude man which sounded like a Filipino accent. I tell him my delivery has not been delivered. He essentially tells me I am to blame, not the driver. When I tell him that I am home and no one attempted delivery, he says a photo has been uploaded clearly showing the buzzer for number 26. Guess what - I live at a completely different unit. If you look at my order, it clearly states I live at Unit *, NOT Unit **.

The man than told me to call back in several days to rebook my delivery. I told him I had a delivery scheduled for January 15th, can we just rebook it for the same delivery. He told me he is too busy taking "hundreds of other calls" to deal with re-scheduling this delivery that this driver messed up.

I realised the rude man on the phone is the same man who when I tried to call after my last order to see if BOTH items could be delivered on the same day as both items were in stock that it was "not possible to deliver both items during the same delivery even if they are both in stock."

I do not know who Koala Living has hired to do their customer service and their deliveries, but they are rude, unprofessional and blame the customer even when it is proven the driver did not or could not read the delivery address properly.

Koala Living, please - hire customer service agents who actually respect your clients and are helpful versus treating customers like we are the problem when we are the people who literally keep you in business.

To add insult to injury, many of the items on Koala Livings website is cheap stuff from AliExpress and Temu which they have bought in bulk and made $500 times more expensive. What they do is they charge an "annual fee" to make you eligible for a false, inflated discount. The table I wanted I can actually get on AliExpress for $200 cheaper. The ONLY reason I did not buy it on AliExpress is any concern about returns if the table got damaged in transport from overseas.

This will be the last time I EVER shop from Koala Living. Unprofessional, disrespectful customer service, and inflated prices for cheap goods. AND on top of that, when you make your first order they promise a free gift but ONLY if you leave a "good review" on Trust Pilot first even though you have not even received you order yet to know if they are good.

Shady, shady people and company. You have been warned.

**UPDATE JAN. 13, 2026: Calling back to re-schedule. I ask the woman if both the small items can be delivered on the 15th. I am told it is not possible as they use different couriers for large items and small items. I politely pointed out the table I ordered is due for delivery in February - not now. And both items are small (10-20cm in height). The CS rep insisted the smaller item that was taken to the wrong address on Saturday cannot be delivered with my other small item in 2 days, so now I have to wait 8 days for the driver to make TWO trips for TWO small items that BOTH could have been delivered at once but nope, Koala Living makes things difficult and expensive for everyone involved. I will never shop with them again after these orders are delivered as they are just too silly, anti-solution and wasteful for my tastes.

**UPDATE JAN 19, 2026: My order last week arrived completely broken - smashed base, lop-sided insides. When I asked for a refund and to cancel the other 2 items in my order I was told a 30% cancellation fee would occur if I refused store credit in its place. These are items the company does not even have in stock and buys cheap in bulk from AliExpress/Temu. I see now why Koala Living has lawsuits against them - they are shady, greedy, unethical and dishonest. I understand now why they offered me a "free gift" if I left a "positive review" on TrustPilot within 24 hours of my order - to try and create positive customer reviews to drown out the negative ones. You have been warned.

**UPDATE JAN 19, 2026: I went to the website to confirm my original delivery for my other order this January 22 - Koala Living changed the delivery date to January 30th without my consent and on the ONE DAY I have told them I can never received deliveries. This company are such liars and thieves.

This will be the last ever time we purchase anything from Koala Living. The product quality and designs are fantastic, however, the customer service is absolutely appalling - to the point that we never want to deal with them ever again. We bought our products in June, and after 4 months of waiting, we tried to book in our delivery. This was our first problem. Koala Living advised us that they couldn't deliver our furniture until November as their warehouse was closed for renovations. We didn't receive ANY emails or calls giving us a heads up regarding this closure, so we were dumbfounded when they told me this over the phone. They did not take any accountability, and to the least, were not apologetic as they stated that they already sent out emails to customers. When I told them that that wasn't the case with me, it was a mere shrug of shoulders. I proceeded to book in a delivery for November without any of the fuss that was warranted in this situation. The second problem arose on the day of the delivery after months of living without a furniture. The courier called us to let us know that they couldn't fit in the loading dock. We told them that they were not at our loading dock but our residential car park, so we told them that we would go down to guide them to the correct entrance. It took 2 minutes for us to go down, and by the time we were outside, they were nowhere to be found. We called them many times, and they did not pick up. We called Koala Living to let them know, and they assured us that our case will be escalated to the case manager, RJ. This was our third problem. Koala Living should have taken proper action the moment we raised the problem, but instead, we were the ones to follow up on this every single day for the next 4 days even though we were promised they will contact us the following day each time. It was a series of re-explaining the situation every single time we called to a different consultant as they refused to transfer us to our case manager. Throughout this whole ordeal, we have not once spoken to our case manager over the phone but only via email ONCE to let us know that our delivery was rescheduled for another week and a half later. When we told them that this was unacceptable as the failure to deliver was not a fault of ours, they kept taking the side of their own courier's changing words for the failed delivery - that our loading dock was not big enough, that our loading dock gate was closed and that we were trying to arrange for it to be open with the building manager at the time of delivery. Each time, we kept on explaining to the consultants that that wasn't the case, but each time, they kept on using the courier's words against ours to defend themselves. We just wanted our furniture. We just wanted the months and months of wait to be over. When we asked for compensation as we took 2 sick days in order to receive the delivery TWICE, they refused. They refused to acknowledge that this was their fault and shifted the blame to the couriers. Couriers that Koala Living has chosen NOT chosen by us. Each time we raised this, RJ kept on trying to close the case. Finally, our last email sent to him was completely dismissed. We did not receive a reply back. This lack of responsibility is disgusting. We paid thousands of dollars for a service that only provided us so much stress in the days of dealing with this. How unfortunate for a luxury furniture brand.

7 day return policy - do not buy for a present unless within the 7 day. Ridiculously tight policy.

Drawers use cheap runners.

These tend to come loose over time because the screws are not an acceptable size for the weight of the drawer. When pointing this out - they will not offer any kind of assistance even with overwhelming proof - the matter has had to be sent to Consumer Affairs Victoria.

Dear Koala Living Team,
I’m writing to share my recent experience at your Homebush DFO location in Sydney. My visit was to purchase a lounge, but unfortunately, the customer service I received was extremely disappointing.
Two team members middle eastern were present at the time. However, there was no greeting or any attempt to interact with customers. One of the employees lady was engrossed in a computer task, and the other gentle man was preparing a cup of coffee for themselves. We had to approach them to ask for help, which is not what we expected at all.
In terms of service, I would rate it zero out of ten. We were hoping for a welcoming and helpful experience, especially when making such an important purchase, but the lack of attention and effort from the staff made our visit unpleasant and lost a sale from us .
I hope you take this feedback seriously and use it to improve the customer experience at this store.

Ah, well I should have read reviews first. My chairs were not delivered as promised and I thought that I was treated differently from other customers. Poor communication, no compensation offered, etc etc. But is seems that this is quite normal for Koala Living. I guess I have to find another furniture for future purchases.

I don't even want to give a one star. It should -1000 or more negative stars.

We bought 12k worth furniture from koala living marsden park.

A king bed
5 seater lounge
Dining table and chairs

We Sheduled the delivery in 4th December and the delivery is not done on the day. After we contacted koala living for multiple times, the delivery is scheduled on 15th December2025.

On 15th
We just received the dining table with chairs in right condition

King bed head rest was broken.

The lounge part is the best part and more interesting we just received the corner seat alone. All other 4 seats are missing. I complained immediately and I got a reply to my gmail also. It's been almost 10 days. I did not even receive any response on this. In this period I called koala living customer care for multiple times, they say that its delivered and the delivery person said its not given at warehouse. Don't know we are the victims for buying at koala living.

I will never buy or recommend anything from koala living any mote.

In the new year first thing I will do is put a nsw fair trading complaint for not delivering the lounge I already paid for.

Never ever buy anything from this
Company. Furniture looks attractive but customer care and delivery part is poor and they steal your money with out giving the product and you need to stay at home for so
Many days as they don't deliver all items at a time. They will send partial products.