Koala Australia Reviews 

We received the Wanda sofa bed in bronzed Aussie about two months ago and it’s been great! We have it in our living room so we sit on it daily and have had a few family members stay the night on it and all have said it was comfortable. Also has held up nicely with pets.

HORRIBLE service!
I would never order from them again because their customer service, communication and delivery time is awful!I have no idea about the product itself because I still have not received it. I ordered a Koala Sofa Couch 3rd generation on March 20, 2026.a month went by and I still hadn’t received my order so I tried to find a customer service phone number (which they don’t have listed anywhere ), only communication through email. I emailed them my concerns and it took several more emails for a real human to finally respond. They then said there was a mix up in the warehouse and my couch couldn’t be guaranteed to be sent in good shape and another wasn’t available in the color and style I originally chose. They offered a free up grade and I took it. I told them I need it by May 4, 2026. They said I would receive a FedEx Ground tracking # when shipped but I never received one. It is now May 2, 2026 and I still have not received a tracking # or my couch! I have sent numerous emails to customer service but I do not get a response! This is so ridiculous!!! I need to talk to a real person about the order status and issues but I cannot find a phone number anywhere!! This is extremely frustrating and absolutely unacceptable! Koala, if you read this please help me!!! I need to know what’s happening with my order!!!

Awful customer service - almost non existent!! Many courteous follow ups over months to ask for a missing part. Still no resolution since January.

Despite liking the sofas - very comfortable - this time the 5 seater modular I got doesn’t hold together very well. There is no corner piece and there are gaps and misalignment where the pieces don’t stay in line. Not the high quality one would expect from the price.

Do not order a couch from here if you want it in a prompt matter. My partner took the day off work as we paid extra for the couch to be delivered on the Monday. Got a call at 5pm saying the couch would not be delivered and that it would be delivered on Wednesday. Wednesday comes around and koala have cancelled our order. 3 weeks waiting. 2 days taken off work. No couch. I have tried to contact them and am yet to hear back. Would not recommend. Terrible customer service and will stuff you around with delivery.

Terrible mattress, so firm, me and my wife both need to go to physio for lower back pain.

Thats not the worst part though... I have sent emails, called and tried the "live chat" feature... havent had one response in more than a week...

I have started the return process, but just want some clarity on the exact way to package the mattress and topper.

Your customer service is by far the worst thing going for them.

I can understand a mattress isnt for everyone... thats fine, it is waht it is... but to be so uncontactable is absolutely crazy.

Great for 6m months and that is it.
Had a mattress, thought it was great, and it started sagging.
Claimed warranty(which they were pretty good and easy to deal with), but 6 months later, the same issue, mattress sagging. Constant back pain, and exactly the same issue as before. I am 75kg, and my wife is 55kg, we are not even heavy people to justify the sagging. Great brand but absolutely not worth it the money.

What a company. Purchased 2 sofa beds at 8am in the morning and they were delivered about 3pm in the afternoon.
The ottoman didn’t arrive but koala support was awesome and answered quickly explaining it was on back order.
Will definitely be a returning customer. Impressive!

Koala Mattress sinking after only 4 years. 10 year warranty basically is a joke. I was given the run around for weeks even after sending multiple photos to show the issue, Koala just refused to replace or refund. There is basically no warranty.

Highly over-rated and over priced. Putting the sofa bed together reveals how cheap the construction of this product is.

We purchased the Koala Byron Sofa Bed (3rd Generation) recently, and unfortunately the experience was far from satisfactory.
The product arrived with a clear manufacturing defect — a required screw hole was missing, making it impossible to assemble and therefore not fit for purpose.
What was most unreasonable was Koala’s initial response. We were told that the only option was a full replacement of the entire sofa bed. This would have caused extreme inconvenience, as it would have required us to dismantle and repack five separate boxes weighing a total of around 150kg. Repacking furniture of this size is a significant physical burden and completely impractical.
Despite this, we were repeatedly told that a full replacement was the only solution. This resulted in multiple phone calls and prolonged negotiations with customer support. Eventually — after considerable time, effort, and stress — Koala finally agreed to replace only the defective part, which should have been a reasonable option from the start.
The customer service process itself is highly inefficient. Phone agents have no decision-making authority, meaning every request must be escalated, with long delays in between. At one point, we were told we would receive a call back with an update, but no one contacted us for the entire day, forcing us to follow up ourselves.
Given the amount of time, effort, and stress involved, the initial offer of a $50 refund was completely inadequate and does not even cover basic delivery costs, let alone compensate for the inconvenience caused.
While the issue was eventually resolved, it required far more effort than should ever be necessary for a clear manufacturing defect. For a brand that markets itself as customer-focused and premium, this experience fell well below expectations.

So happy with our purchase! It fills our needs 100%. I’m surprised about reviews that say customer service is t good. We found it to be great!
Great product. Great service. We’re happy!

Love my Koala Sofa! The packaging was outstanding. It was delivered on a rainy day, and the product was perfectly dry. It is packed so that nothing can move in shipping. It came with great instructions and assembly was easy. It is easy to open into a bed and to convert it back into a sofa. The bed is comfortable!

I have it for over a year and I absolutely love it! It’s so easy to put together, super comfortable, all my friends are saying it’s one of the most comfortable couch they ever sat on. I sleep on it a lot. Zero complaints. Customer service was great! Highly impressed

We bought a vacation home in Tennessee and needed furniture. We wanted a couch that would fold out to a bed for our grandkids to sleep on when they visit with their parents! The couch is wonderful! It arrived on time and was easy to assemble, We had a very good experience with Koala!

The couch was delivered as expected and was very easy to put together. It is very cute and nice and firm. We ordered the grren and the color is perfect. The first time I slept on it I thought it was a bit too firm so I contacted Koala and they were very responsive. They sent me a mattress topper for free. It made the bed much more comfortable. Great customer service.

Overall, great experience. Wonderful product, quick shipping and we love the product.

I recently purchased a Koala Byron sofa bed, chair and ottoman. I was really impressed with the quality, functionality, comfort and ease of installation. I’d recommend Koala to those looking for a sofa bed as a great option.

I’m seeing a lot of negative reviews here so far, but my experience with Koala was outstanding. There was an issue with one incorrect part being delivered, but my concerns were answered and resolved quickly. The customer service that I received was great. They sent out a replacement piece within a few days and even arranged for the incorrect piece to be taken away. The couch itself is stylish and comfortable. I had guest sleep on it over the holidays and they said it was nice to sleep on. Next time, I’ll add a mattress topper to it, but it works well and doesn’t take up a lot of space, which is what I was looking for. My space looks very put together and stylish with this couch in it. I emphatically recommend!

I am so happy with my Koala sleeper sofa and ottoman! The customer care was exceptional, helping me throughout the purchasing and delivering process. Set-up directions were clear and easy to follow. The sofa pull-out bed is really comfortable and easy to use. I highly recommend Koala; my family definitely will order from them in the future!

The sofa bed was delivered in a timely manner. The directions were easy to follow and the finished product is excellent. I have had a couple of different people sleep on the sofa bed for 4-5 days each and both were very impressed. We also like the quality of the material.