Koala Living 

Casula - great customer service 😊

Six dining chair finally were delivered (in Melbourne they only delivered on a Wednesday or Friday so bad luck if that doesn’t suit you) and they were faulty. They were so obviously crooked/not symmetrical, and not just a couple of millimetres out, all of them and some worse than others. After sending in all the pictures, they disagreed. They will not admit the chairs are faulty, I have to cop the loss and only get 70% back minus another fee for pick up.
A pick up is arranged for this faulty furniture and they don’t show. I email and phone on the morning of the day the furniture was supposed to be collected to find out an approximate time, but they cannot be contacted by email or phone and simply don’t turn up. This is ridiculous. I have taken an unpaid day of work for this and they just don’t care.
Another pick up date is arranged and eventually the nasty furniture gets removed from my house and my sight.

Great showroom, good value, terrific customer service.

Very good customer service highly reccomend. Kerry was great with answering all our questions.

Good experience

Thanks Susie great costumer services.

The staff at the Auburn store are helpful and patient. They have time to explain our questions and were very friendly to us.

Very helpful stuff and great service definitely recommended it to friends and family

I purchased a dining table and coffee table on 7 June 2025. The items were initially scheduled for delivery in September, but the delivery date was postponed three times by the store. Despite the delays, we waited patiently, and the items were finally delivered on 7 November 2025—five months after the original purchase date.
Unfortunately, upon delivery, the dining table arrived broken. I, immediately contacted Koala Living’s customer service team and advised that assistance could only be provided through an online claim form or by email. I then submitted the required form, attaching photos, a video, and a copy of the delivery crew’s report, which confirmed the damage was present upon unboxing.

Koala Living initially attempted to attribute the issue to the delivery crew, but after clarification, they offered to replace only the tabletop and requested that we keep the legs. They also indicated that the replacement top may not arrive until late January 2026 and even later!
This resolution is unacceptable for several reasons:
1. The table should be replaced in full, not in parts.
2. Waiting an additional three months is unreasonable, particularly as we have family gatherings planned and have already endured extensive delays.
We have communicated to Koala Living that we do not accept their proposed resolution and have requested a full replacement of the dining table as soon as possible, in accordance with our consumer rights. The delivery crew also confirmed that a replacement table is currently available in the warehouse, which makes the proposed wait even more concerning.
Additionally, I believe that Koala Living should offer compensation for the significant inconvenience, distress, and disruption this experience has caused.

The customer service is terrible and I am beyond disappointed with the experience. Once this issue is resolved, I would never ever return to Koala living again.

You lost a good customer for sure.
Elham Darabi

In a nutshell made a purchase in their cannington store based on guaranteed delivery on a certain date (11th October), as we would not be in the new house on any other dates so it had to be that date or we werent going to purchase. Staff were notified of this and helpful and guaranteed the date. We made the purchase based on this information. Then heard nothing, called up on the delivery date as no delivery had occurred. Went through to their call centre and then began the NIGHTMARE that is dealing with Koala living. They do not let you speak to anyone, do not escalate, do not attempt to find a resolution, didnt offer me a new delivery date, or a refund, or even try to assist. I was told multiple times they cannot contact stores, managers or anyone in their supply chain. Was promised call backs from case managers which never happened (to date I have not had Koala living call me). I had to call them every hour on the hour and for days and they finally said they would refund us at that point. I was done with dealing with this organisation. The case manager did not help descalate at all. I was sent on wild goose chases, sent multiple emails. To date (4th November) have not received my refund. Called again and they only processed it on the 28th October. Which means they waited 2 weeks from when this all happened to actually sending the request through (it was approved and details all sent so was just a random person waiting to press the button). DO NOT BUY anything from this company. They cannot provide you ANY support or resolution if things do not go smoothly and you are genuinely left feeling helpless and out of pocket lots of money :(

antastic sales team and product designs. Different from any other brands' in Australia.

Great customer service, awesome couches

Very helpful

Great customer service and good quality products

Adi was professional and knowledgeable. He showed us exactly what we asked for and provided expert advice and was very patient with us. Thanks for your time and customer service.

Casula: Excellent customer service!

Casula

I recently purchased dining room furniture from the Casula store. I highly recommend this store, staff assistance was amazing, very helpful and courteous. Furniture is beautiful.

Casula - Very beautiful product and staff

Thank you so much for the help and has been pleasure being at koala living auburn. Thank you for the service