Koala Australia レビュー 

I experienced a fault with a single cushion on my sofa, but getting it resolved has been an absolute nightmare. After raising the issue, I was left waiting three months for someone to get back to me as advised. I repeatedly had to chase customer service up myself just to get a basic response.

This isn't the first issue with their logistics; when the couch was originally delivered, the driver accidentally delivered the wrong piece, forcing me to to be at home for another whole day to ensure the correct delivery and collection.

When support finally responded to my cushion issue, I was told that individual replacement cushions cannot be sent out separately and that an entire full modular section must be delivered instead due to "matching batch sets." For a company that heavily promotes its B Corp certification, shipping a massive modular unit to replace one small cushion feels extremely wasteful and out of touch with environmental standards.

On top of this, their replacement logistics are completely uncoordinated. They run delivery and collection through separate courier teams operating on independent schedules, putting the burden on the customer to either store bulky items overnight or risk missed pickups. Between the three-month delay, constant chasing, past delivery errors, and wasteful replacement policies, this has been an exceptionally poor experience.

I have not received any compensation to date for this terrible experience.

UPDATE:
- emailed as per below response Wed, 30 Sep 2026 at 10:35 pm
- Thu, 01 Oct 2026
8:03am received text confirming delivery time, no response to email or confirmation regarding collection
8:45am sent follow up email with a screenshot of the text as no response received as yet
2:03pm received email from Koala where they have eventually arranged same-day pickup to avoid overnight storage, framing basic operational coordination as a "gesture of goodwill". After months of delays, delivery errors, and wasteful policies it feels condescending rather than customer-focused.
2:56 pm emailed Koala holding them accountable for their ongoing inconvenience
4:01 pm received email from Koala where the support agent apologised and conceded that resolving logistics should be standard customer service rather than a favour, their process still relies on forcing a full-furniture replacement for a single faulty cushion and scrambling with third-party couriers to avoid the customer burden they created.
- Fri, 02 Oct 2026 some issues with courier (outside the control of Koala) the drop off of the replacement cushion (along with an entire chaise piece) and the collection of the faulty cushion and pieces not needed all occurred within 45min when the initial courier actually arrived.

Worst company I ever had to deal with. If I could give 0 stars, I would. Service and products are terrible! Would avoid at any cost .

Horrible customer service. There is no number or email to reach them at. There's a chat you can open if you find the right link on the website, but that's just AI. It eventually offers to transfer you to a human but that's a dead end that doesn't actually work.

I ordered from them. The delivery day came and went, and 2 weeks later they still can't answer what's going on with my order. And I have to follow up - either their customer service team is understaffed or they don't care.

Either way it doesn't matter - do not shop with them.

Ordered 4th gen sofa bed

To begin with no instruction sheet included. Video only partially helpful since none spec 4th gen. Perhaps it makes no difference, but video should be clear about that.

Arrived with faulty parts. When the arms were attached to the back it looked fine but when I turned on its side to attach the base it was evident that the bottom was not flush therefore base could not be attached.

I contacted them repeatedly that day.
5 times..
that but rec'd no response at all. Not even an email saying that they rec'd the form.

At that point I looked for phone number. I located a webpage that listed a useless phone number that was one digit short
1 800 KSLEEP.

I then had to resort to chat as only option. Pretty sure this just a really advanced bot.

I was asked to detail the problem and submit pics, my info including phone. I was then told rep would reach out but next morning still nothing. At this point I was still seeking a resolution ( like replacement pieces)

This morning I realized waiting for an actual response from koala was a fools errand. So, I went back on chat to start a return....and lo and behold unbeknownst to me a return ( i had not requested yet) was already in progress. According to chat rep will reach out 3-5 days to arrange pick up. Will I hear from them? WE'LL SEE. In the meantime im here with an apt full of boxes and partially constructed sofa that is gonna be a b*tch to dis assemble

Only saving grace here is that I used my AMEX and can get the charge removed.

How awful. I used this company partially because I respect their mission of conservation.

Shame on them

UPDATE: in my effort to remove thebarms from the back rest so that I could re package the entire thing, that I had tilted on its side crashed to the floor which raised the arm rests thereby makng the bottom flush....the base is now on but I am short 1 leg so I cannot finish assemby.

Ordered an in-stock mattress and base. Got a delivery confirmation the day before our booked delivery. Some hours later I received an email saying the base was out of stock and won't be back until 28th October, six weeks away. No offer for refund or a change of product and zero response to my emails. Just a patronising "Thank you for your patience and understanding. 😊"

Awful customer service!

Even though we had to return the sofa bed, we were very pleased with the customer service and the guidance we received regarding the after-sales process. A special thank you to Resie, who looked after us and made the whole experience much easier.

Where do I even begin with this customer feedback? Perhaps a little timeline of events would help. I really hope this gets to management of Koala and their logistics team. This is my very first time purchasing from Koala. I opted to purchase the 4th Gen sofa bed because I’ve seen some great reviews. Little did I know how terrible of a service I would be getting.
Sometime early July, I ordered the 4th Gen sofa… I wanted to have it delivered early August but the earliest I could get was Wed 12 August (which was also fine). I paid for Premium delivery which includes delivery to room of choice, installation and rubbish removal.
12th August came along, I made sure I was at home and got the lounge room ready for the delivery. I did not receive any notification from the courier all day. Around 4pm I was starting to question why I haven’t heard anything and thought maybe I would wait until 5pm given delivery window is between 9am-6pm. 5:30pm rolls in and still nothing. So I decided to get in contact with Koala’s customer service team and was told they would follow up. The person looking after my case told me they have not heard back from the courier and would get back to me in the morning to confirmed exactly what happened. So my couch never arrived on Wed 12 August as agreed per my order.
Thursday morning I receive a notification from the person handling my case advising that the reason they couldn’t deliver was because my address was incorrect, which is completely not true because I inputted my address correctly at the time I placed the order and no changes were made. Also if there was an issue, why was I not contacted by the courier to confirm? There’s another gap and mistake there from the logistics company. I had all my details including my mobile number on the order so that’s not a good enough excuse.
I asked that my case be escalated to management and that I would like some sort of compensation or refund. I also requested given I have guests staying over for the weekend and I really need the sofa bed, that I would like it to be delivered on Friday, 14 August. A manager contacted me Thursday evening apologising for the inconvenience and that they would refund me $150 (which I assume was the cost of the premium delivery) and that they would organise delivery of the couch on the Friday 14 August as I requested. I also specifically asked that it be delivered Friday morning.
It is now Friday 14 August at 2:03pm. No updates from the courier and still no couch. At this point I doubt I will even have my couch delivered. At this point I am absolutely disappointed and disgusted by the service I have received to date from this company. I refuse to order anything else after this experience. I don’t care what anyone else says, this is appalling and unacceptable. Koala, treat your customers better and if you do not have a good enough courier and logistics service, perhaps you need to change that. You need to be held responsible for this and you need to make sure you treat your customers well. Your products aren’t cheap, we pay premium price for them. The least you can do is serve your customers well. Never again and I hope your company learns from this!!!

I've had this couch for about a year now and I really loved it for the first few months. Super cute and convenient to pull out. However, I've had consistent issues as time went by with the shape of the couch losing itself. The mattress will slowly pull forward and the velcro becomes too weak to keep up the folder of the mattress. The texture on it as well will start to 'loosen'. On top of that, guests have complained about how uncomfortable the pull out bed is, including one guest reporting it caused their back issue to flare up. When I told Koala about it, they sent a complimentary mattress topper which is very nice of them, and it did indeed make the mattress more comfortable, however the mattress topper is HUGE and incredibly heavy and so difficult to store. I'm mainly sad about how the shape of the couch has turned out. It has creases on random parts, and the pillows also struggle to hold their shape and require extra fluffing and stuffing if you want to fix that. For the price, really hoped it would've lasted longer. I wish I never bought this and went with a couch from Costco or Living Spaces instead.

I ordered a couch in early June and patiently waited until the anticipated shipping date though we already sold our previous furniture and have had an empty living room for a month. The shipping date came and I did not receive tracking information, so I reached out to customer service wondering what my options would be (after serval back and forth with the AI customer service agent). I asked if it was possible to cancel orders if the shipping is extremely delayed, but did not request cancellation. I got an email from a customer service agent named Hyrene stating the order had been cancelled (erroneously). She offered to reinstate my order, which I accepted, and said it would be shipped on 7/13 and she would keep an eye on the order to avoid hiccups. 7/13 is today and my order still says it is “preparing for shipment” and I have emailed three times for updates with no response. Is Koala a scam? I’m starting to believe the company is trying to trick me into paying for a sofa that will not be delivered and wonder what kind of consumer protection services I can seek. I am so disappointed and left with an empty room. Please don’t order from Koala.

Purchasing online was easy. Delivery could have been quicker, but adequate. Bed frame faulty. Customer service horrible. Online chat, can wait for hours, no response. Phone doesn't answer. Makes you leave a message and a promise of half an hour response. Nobody calls back. Emails take around 2 days to get a response if you get one . One week later, still have faulty bed parts.

Great quality of sofa, really impressed. It was easy to put together with no need for any additional tools which is great. The mattress is so comfortable. Highly recommend

My items were delivered to the wrong address and no one will reply to my emails or call me back. When I finally get through to someone on the phone I am just placed on hold with no call backs, I’ve never written a bad review in my life but I’m am extremely disappointed considering I’m now $1300 down and Koala isn’t returning my calls or emails.

Check your order before assembling. Ordered a double bed and mattress and the main headboard frame that was delivered was a queen, only realized after trying to assemble. Customer support was OK but they were unable to rectify for 3 days. Left with no bed

Clear communication, quick delivery and very comfy sofa bed!!

What initially started off comfortable turned into something that has ruined my back. Having purchased a king size standard koala mattress 4 years ago, after the 2 year mark there was a notable hump in the middle of the mattress which only got worse over the next 2 years to resemble a small mountain. My wife and I are 65 and 80kg respectively and the rate of wear we experienced was comparable to individuals twice our weight. Getting a refund or a replace cushion top is also extremely difficult meaning you need to buy a whole new mattress.

Overall, would not recommend as they are definitely not built for longevity

After multiple emails and much communication with the customer service team I am still waiting on a resolution to my issue.

Looked online @ their site & liked the product (a double bed), it was soo easy to get exactly the right bedframe & mattress, they had a great deal with matching side tables!! The service was great, could pick a delivery date & time!! The delivery guy was so helpful & I soon loved the plush koala ensconced in the mattress haha! 😀❤️

Mattress for my toddler - 10/10

I purchased 2 mattress, both in a space of a month, first one for the caravan, and the Luxe for home, and couldn’t be happier , when l purchased the Luxe, l paid full price , then noticed the next day, it was on special, as soon as l contact Portia at Koala, she organised a price match, with the sale price and refunded me straight away , which l found amazing , as everywhere else you try to get refunded, they’ll make you wait 30 days or so, so with my savings l have purchased a sofa bed ( also on special ) for my van, if l wanted to be picky, my only blue is the deliveries, as l live rural, there deliverie window is huge and cant be given a confirmed date, but you take the good with the bad l guess

We ordered a Koala orange metal bench for our frangipani nook on our deck. It is fabulous. Great colour and It’s sturdy but not too heavy. It was delivered on time! Go Koala!