Nickscali Reviews 

I purchased a sofa from Nick Scali/Fabb Furniture in February 2024 and my experience of their after-sales service has been extremely disappointing.

When purchasing the sofa, we were reassured by the advertised Lifetime Peace of Mind Guarantee. However, when issues developed with the sofa less than two years after delivery, we found that obtaining support was far more difficult than expected.

I was also informed that I would need to pay £72 for an inspection to investigate the faults. This requirement was never mentioned when the sofa was purchased and came as a surprise given the emphasis placed on the Lifetime Guarantee.

After months of correspondence and repeated refusals, I had no option but to escalate the matter to the Furniture & Home Improvement Ombudsman. It was only after Ombudsman involvement that an inspection was arranged.

One issue was that several of the sofa legs were visibly different colours and heights. This was ultimately confirmed by the independent inspection arranged during my complaint. The inspection report states that the legs were mismatched, identifies the cause as a manufacturing defect, attributes liability to the manufacturer, and notes that 8 replacement legs would be required to match the sizes and compression of the sofa.

Despite this finding, Nick Scali refused to replace the legs, arguing that the issue should have been reported within 30 days of delivery. Instead, they offered a partial goodwill payment.

While I eventually received a partial refund following the Ombudsman’s decision, the process took considerable time and effort, and the outcome fell short of what I expected from a company promoting a Lifetime Guarantee and premium furniture.

Based on my experience, I would advise prospective customers to carefully read the guarantee terms and consider how potential warranty claims may be handled after purchase.

We decided it was time for a new sofa as our old one was well used and originally purchased for a different property which, after downsizing, didnt make sense to have. We shopped around in many stores but decided to go for Nick Scali.

All I can say is that Matthew from the King's Lynn store is a credit to the business. He was approachable and knowledgeable.

We found the sofa we wanted which was the "Barbuda". As mentioned above, due to our small cottage we had specific dimensions - We opted for the 2 seater recliner and the "1.5" seater arm chair. During the visit to the show room my partner and myself sat in this armchair quite comfortably side by side.

The only thing that put me off this sofa was that the buttons were on the outside and due to the necessity to push these chairs up against walls I didnt want to cut this off. Matthew recommended the "Brody" instead as he stated that they were the same sofas other than having the buttons on the inside of the arm rest to which we agreed.

We bought the Brody and waited the 12 weeks for delivery - When they arrived, the two seater was as expected however the "1.5" seater in the Brody does not fit 2 of us side by side unlike the Barbuda. This has left us with a seat short; from 4 planned seats to 3.

4 weeks into ownership, the reclining function on the 2 seater sofa has stopped working. Having spent close to £2.7k on these sofas, the disappointment of having less seats than ordered and a broken sofa has really left us second guessing our decisions - Support have been good and got a repairer out however, he was unable to sort it within the first visit...

As it stands, we wont be returning customers as we feel almost cheated by Nick Scali.

P.S - Why do you supply sofas with USB A which is a slow charger if type C fast charger have been the default since 2014? It just seems cheap low quality, definitely not the prestige emblem they were going for.

We had a great experience with Jason from the Thurrock branch. We came in looking for a sofa for our kitchen extension and left with two! Jason helped us to find a much better recliner sofa from the Nick Scali range than we had found at the other UK sofa stores. We also replaced our living room sofa with the impressive sofabed mechanism that really impressed us. It seems like very high-quality material and supporting structure. We're excited to get them into our spaces.

Would highly recommend was extremely helpful and his knowledge of the product was amazing, wouldn’t have pick the sofa without his extensive knowledge and found us exactly what we need Cameron was amazing will definitely recommend to everyone

The Nick Scali store in Milton Keynes is amazing. Firstly, as soon as we entered the store we were greeted warmly by Warwick who was professional, helpful and friendly. He helped us choose the perfect chairs for us. All the other furniture stores in the area had ignored us!! The delivery was equally perfect. Warwick has since been very helpful with his after sales service. Lovely people to deal with, very refreshing customer service and wonderful products! We look forward to shopping here again!

Very happy with Matthew at kings lynn store was brilliant

The service was great, without being pushy. Ruth was very helpful with choosing our perfect sofa.

I am writing to make a formal complaint regarding my recent sofa purchase and the extremely poor service I have received.

Firstly, I had to wait 11 weeks for my sofa to be delivered, which was already significantly longer than expected. When the delivery finally took place, the delivery team was very unprofessional and caused damage to my property. They scratched my flooring, damaged my wall, and damaged the cabinet near my entrance door while bringing the sofa into my home.

To make matters worse, when the sofa was assembled, it was discovered that three sofa legs were missing. I was informed that replacement legs would be delivered within a few weeks. After waiting an additional 3–4 weeks, I finally received the replacements, only to find that they were completely incorrect. The legs sent were small, simple plastic legs that did not match or fit my sofa in any way.

Despite the considerable time that has passed, my issue still has not been resolved, and I am left with an incomplete sofa. This experience has been extremely disappointing and far below the standard of service I expected from Nick Scali.

DO NOT BUY FROM THIS COMPANY.
The sales team are good, the furniture arrives in a poor standard, not anywhere near the quality of the furniture in the show room, it looked like it had been used for years after one day. Their customer service team are extremely arrogant and poor they refuse to fix the issue and make sure they drag the time out so you could end up outside the 30 day period of consumer rights. They refuse to fix what is obviously poor quality and clearly faulty. We've paid thousands for this sofa and received substandard goods and nothing but fobbing off from the company. Their so called independent assessor says one thing to your face and then writes a report which is 100% in the favour of Nick Scali. These people are con artists and arrogant with it. The sales people agreed with us about the state of the sofa's they tried to get the company to do the right thing but they refused. DO NOT BUY FROM THIS COMPANY!!!

Went to help my mum choose a sofa yesterday and what a great experience. Great customer service did not feel pressured was on hand with advice
The gentlemen went above and beyond to help my mum will defiantly purchase my next sofa from them

Made a quick visit to Nick Scali store in Lowestoft just to browse. Jimmy was the sales manager who gave us lots of advice and options around sofas and fabrics, even moving items around the showroom so we could see how different items worked together. So happy, that we returned 2 days later to order a sofa and two armchairs. Thanks Jimmy. And a mention to Vanessa who showed great teamwork to support us when we returned to the store.

Ken had great customer service and was very supportive in our sofa purchase. The sofas are also good quality at a good price

Very helpful service. Only just ordered so waiting for delivery, but Ken was very helpful and made everything super easy.
Thanks again!

We had a consultation with Elizabeth and the sale completed by Matthew. We were made comfortable and not rushed to make a decision which made us feel confident in our choice of sofa. Each member of staff was lovely and explained everything in detail for us. Highly recommend this store & it’s staff

Lovely visit never heard of this company but how nice to meet Stephen and learn about it. Some very beautiful stick and excellent customer service and product knowledge. I feel we will be back…

We’ve only just ordered our sofa so cannot comment on the product received yet. But we cannot fault the service at the kings Lynn branch from Stuart. Stuart was incredibly helpful with suggestions that would work with our awkward living room space. We are really looking forward to receiving our sofa. The show room is immaculate with such a good selection of good quality sofas. We’d been to a lot of show rooms around Norfolk and this was our favourite. Thanks again!

Extremely disappointed with my experience with Nick Scali.

The delivery process was a complete shambles from start to finish. I was told that I would receive a delivery time slot the day before delivery, but no communication was provided even after trying to ring and get information. On the morning of delivery, I then received a text stating that my sofa would arrive at 9:00am. I arranged my day around this only for the delivery team to turn up after 1:00pm, over four hours later than advised.

Unfortunately, the problems didn't end there. Once the sofa had been assembled, it became clear that the quality of the assembly was poor. Several screws had not been fitted properly, and three of the sofa legs had significant dents and damage which are clearly visible.

For a premium furniture retailer, this level of service and quality control is simply not acceptable. Customers should not have to chase for delivery information, wait hours beyond the stated arrival time, and then receive furniture that is damaged and poorly assembled.

I have raised a formal complaint and am now waiting for the company to resolve the issues. Based on my experience so far, I would not recommend Nick Scali.

I wouldn’t even give this company 1 star. The customer service is shocking!! We had our sofa arrive the sales lady has signed the paper to state that she sold us two recliners next to each other yet when it arrived as one is a corner sofa, you cannot open the recliners at the same time. The company did not want to know about the product as they said it’s sent what we ordered. We are not the sofa company and didn’t not sell something that is unfit for purpose. We also have a centre console that has a charger port in it put the lead in the sofa got up to collect my phone from the kitchen. And the sofa is burnt and the cable has melted. Yet again they don’t want to know but our electrician stated the amp is wrong coming from the centre console what’s caused the fire!!
We are now just going through our credit card company as the company it’s self is crap and won’t take any responsibility

Do not use!

Unprofessional company
Take your money and don’t care about anything after that. RIP PENSIONERS OFF. The manager at the Leicester location is one of the worst people I’ve ever had to deal with, no apologies, very impolite. Do not buy from here
Very over rated and overpriced
Plus they don’t tell you about the extortionate delivery price until after
Further action is being taken due to no response to emails, and still not been refunded after a promised guarantee of this after paying for a second delivery
Absolutely disgusting customer service
I’ve never come accross anything like it
Do not bother shopping here

I WOULD NEVER PURCHASE FROM NICK SCALI EVER AGAIN AS THEY WOULD NOT LISTEN TO CUSTOMERS AT ALL MY ORDER CAME DAMAGED AND THEY DONT EVEN APOLOGISED