Koala Australia レビュー 

I originally saw the mattresses on special 20% off The next day I went to order one but it didn't say they were 20% off any more. I used the chat function and was told they were in fact still on special. So I asked to speak to someone to order one. When I finally got through to someone they told me they were no longer on special. I emailed the company and asked why this was when the AI chat insisted they were . After about 10 emails I was finally offered 20% off so I ordered a mattress for my wifes birthday, had plenty of time, 10 days. I received a tracking number and when I first checked the tracking it said the order was waiting to be picked up. Well, 10 days pass and the tracking still says waiting to be picked up. Wife birthday, no present.I was rather angry so i emailed them and they said they would check on it. 2 days later still no email back about it so i emailed again demanding a refund. within an hour of this email the tracking changes to Cancelled. 2 days later I was issued a refund.
All up I have 21 emails between myself and Koala. The customer service is appalling. The delivery service is even worse. I purchased the mattress on the 28/05/2026 and the order was cancelled 15 days later. 15 days waiting for the mattress to be picked up by a courier.

We were changing our second bedroom to a sewing room with an option for guest sleeping. I searched the internet for ideas and ordered a sleeper sofa from Koala. We are so pleased with our purchase. It looks great, was easy to put together, and is a special addition to the room. We have not had a guest yet, but I enjoy sitting on it as I take a break from quilting.

Fast delivery, amazing customer service, and their products are SUCH high quality. I love the differentiator too of easy assembly. No tools needed and I genuinely love it so much! Took my fiance and I 27 mins to put the whole sectional together. SO EASY.

When this arrived, I knew it would be a cinch to put together, which it was in no time. The bed it creates is wonderfully comfortable, and the couch is my favorite place to relax, read, watch TV, entertain guest and put up visitors. The price was well worth it, and the couch is a huge asset to my living room. The design is what attracted me, and I have it in off white. It is the most welcome addition to my living room.

The process of purchasing was smooth; delivery was when they estimated it would be; and the product is great. My convertible couch looks great and functions well both as a couch and a bed. I’m very pleased with the purchase.

Needed a small sofa and wanted something that was comfortable for both seating and sleeping, the Koala did the trick.
Not too difficult to assemble and nicely made, easy to open and close the mattress.
Nicely packaged as well.

Shopping in koala was really easy and getting customer service to respond was also very fast and direct.
The ordering process was effective, and the shipping was also really reliable.

The sofa itself is really sturdy, nice looking, comfortable. The sofa bed is easy to put together and also very comfortable to sleep on.

I would not recommend using the white glove delivery service. The people who attempted to assemble my sofa, had never worked with the brand and were really ineffective… after a few hours of them, trying to assemble the sofa. I asked them to leave, and then I redid the assembly myself following the easy instructions provided by koala.

Honestly, this is the most comfortable piece of furniture I have ever bought. The color goes well with a variety of decor and it is all slipcovered and washable.

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!