Koala Living 

If I could rate no stars I would.

Absolutely terrible experience — Never buying from Koala again.

We recently purchased the Estelle Mid Beige King Bed, and while the product itself seems to be good quality, the customer service was nothing short of appalling. We paid extra for delivery and setup, only to have the item dumped in our foyer because “it wouldn’t fit in the lift.” The delivery team made zero effort to find a solution, and no one from Koala ever followed up with us about how to get the bed head up to our apartment. It's been 2 weeks and still no action taken by Koala Living.

This was the worst experience we’ve ever had. It’s a real shame and we will never purchase from Koala again.

Totally unacceptable!

-stars

They are impossible to contact. The showroom staff made all sorts of promises which they broke. My delivery was 3 months late. I contacted their support team who just said send us an email and we'll get to you within 24 hours. I was completely ignored even after following up multiple times. Then they sent me a email out of the blue simply stating that there's been even further delays. Avoid this place unless you're willing to wait over 3 months for your product to arrive.

They promised same day delivery. They didn’t deliver. The customer service journey was time consuming.

One star because zero does not exist. Some staff were friendly at the shop but in the end they were dishonest as they sold me a couch with the opposite layout of what I asked for. Exchanging the incorrectly order took about 3 months back and forth and they made me pay all the deliveries and returns. Once I got the correct item I quickly realised the quality was way inferior to what the showroom displayed. Again back and forth with complaints until I threatened them with court and they replaced the couch. Unfortunately the second replacement was not better. By that time I gave up. Thing is one year on and the seating cushions are totally saggy. Such bad quality!!! We can’t seat in it any longer. A quite expensive write off!!! Wonder how can they keep their ratings always the same when so many people gave complained. Disgusting company!

Delivery was delayed 3 times and even when reschedules they got the date wrong. Absolutely absurd service and cant even get ahold of them via email or phone for furniture ive paid thousands for and no clue where it is one week later! Nothing!

Placed an order for a mirror and have now been waiting over 4 months with no confirmed delivery date. After raising a complaint, I received a reply from Mark stating they cannot guarantee delivery anytime soon. When I called customer service, the response was rude, dismissive, and offered no follow-up or support, only telling me to “keep emailing.”

This level of service is unacceptable. Avoid this company unless you are prepared to wait months with no communication or accountability.

Koala living arranged the delivery as requested. Our items were delivered with atmost care and the guys handled did the assembly and took the packaging materials back with them. They were quite efficient and we are happy with the service and of course our purchase of furniture at Koala Living.

Thanks
Ash

I've ordered several items from Koala Living and it will take something exceptional for me to shop there again. Would just like to first say that they do not allow you to post negative reviews on their website - if you give a low rating the site conveniently crashes and your review is not published.
The items look perfect in the show room but so far every item I've ordered has had defects - lopsided cupboards, scratched surfaces, 2 chairs with different heights.
The delivery always takes a minimum of 3 months best case, and they don't always tell you before you pay for something that the item you are purchasing is for pre-order.
I ordered a desk in February and it didn't arrive until September after the courier cancelled my delivery TWICE and I was left in limbo. I had to contact Koala Living myself to reschedule after receiving no communication from them and told them if they cancel the delivery again, I will be requesting a refund. The rep on the phone couldn't care less, even after explaining I had to take 2 days off work for the delivery.
Absolutely not worth the stress, especially if you have enough going on in your life.

⭐ Professional Review for Koala Living

I recently visited Koala Living and want to sincerely appreciate the exceptional service provided by Lucy. She is an outstanding sales professional—warm, approachable and always smiling. Despite my visits being weeks apart, she immediately recognised me and greeted me with genuine kindness. Her customer-service approach makes it easy for anyone to feel valued, and her marketing skills are truly impressive.

However, I also feel it is important to share a concern. During a later visit, my husband and I spoke with the Marketing Manager, Keri, regarding discounts and available offers. Unfortunately, her approach was not customer-friendly. Her communication felt abrupt and dismissive, which created a very negative impression. While we were only trying to clarify pricing—especially after being offered 50% store discounts earlier and seeing 60% Black Friday deals—her manner of speaking was discouraging. Because of this, my husband even considered cancelling our entire furniture order.

Koala Living has beautiful products and excellent staff like Lucy, who make customers want to return. But experiences like the one with Keri can easily push customers away. I truly hope management recognises the value of staff who communicate with warmth and professionalism, as this makes a significant difference to customer satisfaction and store reputation.

I’m genuinely disappointed with my experience at Koala Furniture Australia today. I’ve been a loyal customer and have purchased multiple items from them in the past without any issues. However, today I felt completely let down — almost scammed.

Koala is currently advertising a Black Friday 60% off sale. I had recently purchased items during their earlier “50% off” promotion. When I visited the Marsden Park showroom, I simply asked the store manager if they could honour the advertised 60% off price, especially since the sale is active right now.

The manager refused, stating that because the delivery time between my order and when the stock arrives is more than 60 days, they cannot adjust the price. I explained that delivery timelines are not in my control — that responsibility lies with Koala — but she still declined. I wasn’t even asking for a price match from another retailer; I was asking them to honour their own advertised sale.

To make things worse, her “solution” was to cancel my entire order and ask me to reorder the same items again — which would push my delivery even further. How does that make sense for a loyal customer? Why should I be inconvenienced because of their own stock or scheduling issues?

Today I felt misled, undervalued, and extremely frustrated. This experience has definitely made me rethink whether I can trust Koala Furniture again.

If I could give 0 stars, i would. Useless customer service. We were expecting our couch and ottoman to arrive yesterday, and only the ottoman arrived. There is no one to contact or call about the whereabouts of our couch besides a 1300 customer service number, which has people who have no idea how to service customers or know what is going on. they also have no access to any helpful information. A manager was supposed to contact me, and instead, I received an email from a customer service person saying they still don't know where it is and can't tell us when to expect it. If you want a headache, this is the place for you.

Sam was incredibly helpful! We highly recommend buying from her.
All the products are beautiful, and we loved every piece.
The shop’s decoration is also stunning — such a lovely place to browse and buy.
We’re very happy with the service we received!

I would say my best experience of buying the sofa and dining with Sam. Got best deal and very helpful.

We were very impressed with the collection at Koala living Nunawading. We were very well looked after by Marium who showed us some lovely pieces and gave sound advice as to what would would suit our needs.

Marium has been amazing helping us re-decorate our entire place! The quality of furniture is absolutely amazing and the costumer service is above and beyond. We’ve been returning costumers for years now.

Bought a buffet table. Samantha was super helpful and such a lovely lady. Surely coming back. Thanks again 😇

Casula - Wao what a great service from Kerri and Susie, they both were amazing, gave us valuable suggestions to decorate our house, you girls were so patients and amazingly lovely xx.
Thanks a lot

Sam was very helpful and made our experience quick and simple!

Casula-everything is very very nice

I purchased several furnitures and decorations at Koala at Casula, very beautiful and good customer service!