Nickscali Reviews 

Great service from Christine in Kings Lynn. She knows exactly what she’s talking about. She was not pushy at all - she just wanted to help.

A Very Disappointing Experience

I had an extremely frustrating experience with Nick Scali after purchasing an L‑shaped sofa. Before placing the order, the staff were attentive and helpful; however, once the order was confirmed, the level of customer service declined significantly.

The sofa was delivered 13 weeks after ordering, which was acceptable. All measurements were taken in-store with the sales representative (Gareth), so we were confident there would be no issues. Unfortunately, on the day of delivery, the sofa could not fit through our main door. The delivery team refused to dismantle it, even though this should have been an obvious and manageable solution.

When we contacted the store for assistance, we were told that the salesperson who handled our purchase was on leave and that no one else could help. As a result, the delivery team was instructed to take the entire sofa back.

A few days later, once the salesperson returned, we were informed that the sofa could be dismantled and redelivered—but only if we paid approximately £400 for dismantling and redelivery. There was no acknowledgment that this issue arose due to the lack of support on the original delivery day. It felt as though no one was willing to take responsibility.

To make matters worse, when the sofa was eventually delivered, it had three defects. When we contacted the store again, we were told to raise a service request through their website instead of being helped directly. Ideally, the store should have taken ownership of this issue rather than redirecting us elsewhere.

Overall, this experience has been extremely disappointing. I am not happy with the service and will never choose Nick Scali for future purchases. I would not recommend this store to anyone.

In contrast, we have purchased furniture from nearby stores such as Oak & More and Furniture Village, where the staff were genuinely helpful, valued our time and money, and provided far better customer service

Thank you Frank ! We spent the day sofa shopping in Cheltenham and, to be honest, it started off pretty frustrating. We visited several stores where the experience was either underwhelming or unhelpful — limited options, little engagement, and nothing that really felt right for our new sofa.

By the time we arrived at Nick Scali, we were already close to calling it a day and resigning ourselves to more online searching instead. But walking into the store, we were immediately greeted by Frank, whose warm welcome, friendly conversation, and genuine approach instantly put us at ease.

From that moment on, everything changed. Frank took the time to understand exactly what we were looking for without any pressure, making the whole process feel relaxed and enjoyable. Before we knew it, we were sitting with a coffee, trying out a sofa that felt just right — both in comfort and style.

Frank was, quite simply, the perfect salesman in every sense. We came in wanting to buy, but also prepared to walk away if nothing felt right — and he made the entire decision effortless. Thanks to him, what started as a disappointing day turned into a genuinely positive experience, and we left with a sofa we love.

An excellent experience from start to finish
Gav and Jen

Abdul, Leicester nick scali furniture store was very patient, polite, helpful, knowledgeable. And it was great customer service.

Jamie was great!
He was very welcoming and patient in waiting for me and my daughter make our choice. Although we did not have the same tast in colour he helped us find a common ground. I recommend this shopping experience to any looking for a sofa.

Jennifer

Went into the Lowestoft branch to look at a new sofa, Vanessa approached me and my friend to see what help we needed and also told us how the couches with secret buttons worked. After we’d had a browse, Vanessa came again to see if we’d found a couch that we were interested in, and after a lovely chat and taking some measurements we were back in 20 minutes to get it.
Both Vanessa and Simon are amazing, lovely to chat to and super friendly as well as knowledgeable about all of the sofas and the NickScalli brand. Both were such an asset to the company and a massive reason we went for a couch there as opposed to some where else. Highly highly recommend this store.

Christine at Leicester was very helpful, warm and friendly. Excellent customer service.

Had a lovely experience in Nickscali Croydon yesterday. Went in almost on a whim and sat on the most comfortable sofa with great fabric and colour options! Great and knowledgable consultation by William. We put a no-strings-attached holding deposit down on a wonderful sofa (as this is a big decision for us, we want to consider it thoroughly without missing out on the reduced price), but can definitely recommend popping in there if you're looking for a sofa!

Shahid was a top adviser and an expert in sofology. I received first class service with honesty. Thank you.

I ordered a piece of furniture at this companies Milton Keynes store on the 28th December 25 in person.
I did a deal with the sales chap in which I was assured everything was included. I had a number of concerns, but in the end the deal was done. I was again assured that in the agreed price I would get the following:-

The sofa
The Insurance
The care package
Delivery

I’m an older chap and I’m very much ‘ Black and White’. I also had my wife and adult daughter with me whilst conducting the deal.

I was informed that the delivery is carried out by another part of the company and that they don’t normally include this with any sale. Now I don’t know if it was the time of year, perhaps sales are low straight after Christmas, but it would appear I’ve been duped. I was offered a lower deposit which I declined. I was offered interest free on the balance, which I declined. This month I paid the balance as I was informed of an immanent delivery.

After I paid the FULL BALANCE. I then this week get an invoice for £146.00 that must be paid. Apparently this is the delivery charge that all customers have to pay for any delivery. This is the charge that I had already paid in the TOTAL SALE PRICE.
I have today challenged this delivery charge and this afternoon received a telephone call from the store Manager.

It would appear that what ever I said was irrelevant and that his staff don’t make these mistakes. He was not willing to even do a good will gesture and remove this charge. Apparently it’s not within his control to do so. I expressed my complete annoyance at him and explained how devious it was for this to be added when I had agreed the whole package with the sales chap.

I politely terminated the conversation as I was not going to get anywhere and it would appear I’m obviously a liar!!!!

So I have a choice pay more money or not receive my furniture that I have paid over £1300.00 for.

I now have no choice but to pay this extra charge in order to ensure my sofa is delivered, I now have had to shell out more money that I was not expecting. This is a complete and utter scam…..

BE VERY AWARE of the under handed dealings this company do in order to achieve a sale. I have been lied to and deceived. I have no cause of redress as the company have my money and plainly won’t deliver unless I pay this extortionate extra charge.

So my advice is to dodge this store and there scams. You will be charged a delivery charge of £146.00 no matter what you order or agree.

I certainly won’t be purchasing from NICK SCALI in future, i will also recommend to all my friends and family not to purchase from this retailer. I would suggest anyone thinking of purchasing furniture have a good look at other suppliers that don’t have hidden charges. I also anticipate a silly response from this retailer,suggesting that the issue was my fault and not there’s. I know the deal that was struck on the purchase day and I’m afraid I’m not the liar. I have purchased many furniture items in my life, but never have I ever received such poor customer service.
Once they have your money the care element completely disappears.
Heaven help them if this sofa turns up with any defects. I wonder if they have any hidden charges for returning a defective item?

AS EXPECTED A POINTLESS RESPONSE AS A MONTH LATER NO ONE HAS CONTACTED ME. I WONDER HOW LONG AN INVESTIGATION TAKES ON SUCH A COMPLAINT?

William was very attentive to our requirements but not too pushy

I recently visited several furniture stores, including DFS, Sofology, and Furniture Village, while searching for a comfortable sofa for my elderly parents. While all offered good options, the standout experience was at the Nick Scali Leicester Fosse branch, thanks to Abdul.

Abdul was exceptionally attentive and professional. He carefully observed how my parents sat down and got up from different sofas, and used this to recommend the most suitable option based on their comfort and mobility needs. He took his time to answer all our questions thoroughly, with absolutely no pressure to make a purchase. The whole process—from selection to ordering—was smooth, and we were pleased to find that some models were in stock with quick delivery available.

I was initially hesitant about ordering from Nick Scali due to some negative reviews regarding after-sales service. However, our experience has been completely positive. We did encounter a minor issue with the sofa, but it was resolved promptly and efficiently by the customer service team.

Special thanks to Emma, who was incredibly helpful and ensured everything was followed up on properly.

Overall, I highly recommend Nick Scali for both product quality and excellent customer service.

We popped into the store in Northampton for no more than a browse, we were really surprised with the quality of the sofas and furniture on offer. There were really some standout designs and the Customer Service was some of the best we have experienced for a while. We left having bought two beautiful sofas and can’t wait for them to arrive.

Very good experience and service. We were seen by Cameron who was very helpful.

We visited your Thurrock store on Saturday to look at your corner sofas,it was so nice to walk in and not be pounced on by over zealous sales people,we found a sofa we liked ,then Gareth popped over had a very polite & informative chat about different materials and the colour, we decided to go and look at about 8 different furniture stores ,but we couldn't find anything better, also all the other stores were like raptors on us ... following us around the store which to us is a big no no,we returned to your store and ordered our sofa with Gareth who again was very professional & polite.we look forward to our new sofa in the next couple of weeks.Again want to big up your employee Gareth he is a very good salesperson .
Regards
Richard & Sharon

Before it was called Nickscali he used to be called fab furniture back in May 2024. I complained to them about a mattress that I was sold and from then till now I have been in contact with them. Back in 24 a spring come through in several places in the mattress that I paid £700 for. I was speaking with a man in a Colchester branch which was called Nathan and also speaking to a man called Craig apparently Nathan‘s been sacked and been told that Craig is nothing to do with him. No more upon ringing head office I found out that Craig still worked there and is denying all knowledge and then told me the day in emails that he wants no part of it and will not give me no information so now I’m left feeling absolutely robbed. The mattress has been sat in my garage since 24 obviously it’s nearly 2 years. The mattress is not gonna stay clean and has some mould on it because they never come and picked it back up they never refunded me the money and now they’re refusing to do any sort of business with me or speak to me about the matter. I have all email proof I would stay away from this company. I’ve seen so many reports of this happening to so many people this is an absolute joke. Stay away trust me on this one.

Visited the store twice. On both occasions the staff were very helpful and polite.
I hope my new sofas will be as good as the customer service I received.

Never use this company!!! Purchased a three piece from Fabb Furniture. The warranty was supposed to be covered by Nick Scali. I also purchased an additional warranty via Cartalan group at the time of purchase. One of the armchairs failed within the year but they refuse to repair it. The shop and the insurance company just blame each other. Please be warned. Do not fall for their lies.

Great customer services, very helpful, friendly. we had deal with Abdul. highly recommended this place to go. nice and designed sofas from Australia.

Richard was great, personable and didn’t hassle us. Loved the sofas within the showroom, loads of variations