Negative experience with Nick Scali

LHungryRussian on 18/07/2022 - 12:00

Bought several of their products for my 1st home and was very excited at the start.

I was assured by the sales rep, that I was getting 5 year extended warranty for accidental damage.

Unfortunately, once I had an accident / and product started to have issues, they backed out from their warranty saying that nothing was purchased on the day.

Now it is my word against theirs, and my sales order does not include this fine-print or extra (optional, as they say) 5-year warranty.

Now I am stunned and wondering if I can challenge it in court…

Home & Garden

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Nick Scali
Nick Scali

Comments

  • Ocker on 18/07/2022 - 12:08
    +14

    Old adage "if it's not written it's not said"

    • HungryRussian on 18/07/2022 - 13:37

      it seems that way unfortunately. Will definetly invest in call-record for future dealing with 'sales' crow :(

      • yellowfever on 19/07/2022 - 00:20

        Or just make sure the receipt printed correctly next time

        • HungryRussian on 19/07/2022 - 06:50
          +2

          How would i know that there should be a separate item in the invoice just for this warranty

          • yellowfever on 23/07/2022 - 09:56

            @HungryRussian: because you allege the sales rep included an additional item to the product as part of the sale, and you should have verified such addition to be written on a document and generally the tax invoice document would have been your best grounds to justify your allegation.

            Its like buying a new car with a tow bar included. you need to have the tow bar written on sales contract. pretty common sense

            • HungryRussian on 23/07/2022 - 13:08

              @yellowfever: I think you misunderstood the point / my message, I was sold an item that has 5year extra warranty according to our verbal conversation and was not aware that this is extra.
              continuing the car sales logic, you might also invest in checking that seats and frame comes with the car and whether you get all these extras with a purchase of the motor, like Henri Ford once put it, if I remember it correctly… this is a deep discussion I wish not to dive into

              • yellowfever on 23/07/2022 - 16:21
                -1

                @HungryRussian: As disappointing the situation is, this is clearly an oversight by you.

                No purchaser is required to check seats is included because that's common sense logic particularly in a sale of a new car that does not need to be considered unless it's excluded in standard features.

                I think the point here is common sense logic was not considered when purchasing the furniture.
                Extended warranty is clearly an extension of a standard warranty.

                • HungryRussian on 23/07/2022 - 17:35

                  @yellowfever: clearly not. verbal agreement is an agreement. next time i will record conversations for these pricks. I hope you are not one of these sales guys defending them

                  • yellowfever on 24/07/2022 - 22:13

                    @HungryRussian: LOL verbal agreement isn't worth a toilet paper it's written on. Wait hang on.. :/

    • HeWhoKnows on 19/07/2022 - 20:01
      -1

      Challenge what in court?

      Dream on OP

  • holdenmg on 18/07/2022 - 12:10
    +2

    Hi, I read: https://www.nickscali.com.au/accidental-damage-warranty on their site.

    It says "Upholstery Accidental Damage Warranty comes with an Upholstery Care Kit, containing the means for you to care and maintain the fabric of your furniture*

    Did you receive this?

    Also, notification within 5 days?

    • boomramada on 18/07/2022 - 12:16
      +1

      I had this and they replaced my couch but it wasn't accidently damage, it was their leather start pealing off.

  • Seraphin7 on 18/07/2022 - 12:12
    +7

    Let's cut to the chase here … what are you going to challenge in court?

    You can't produce any evidence that the (presumably optional) warranty was included in the sale. Therefore, as you say, it is your word against theirs. Unless someone at Nick Scali suddenly says, "Oh yes, I remember that order did include the warranty", the court has no reason to support a version of events other than what is written down.

    It sucks, and without necessarily doubting the validity of your story, but the evidence does little to support your claim.

    • HeWhoKnows on 19/07/2022 - 20:04

      Actually the saleman said OP could purchase the extended warranty - they usually pay a high commission to the salesman.
      But obviously OP declined as its not stated on the receipt
      I can assure you that the salesman would have done whatever it took to get that extra commission!

      So there is your evidence -

  • screensaver on 18/07/2022 - 12:15

    see it they have reviews on their facebook page and google, product review etc

  • SBOB on 18/07/2022 - 12:18
    +1

    and my sales order does not include this fine-print or extra (optional, as they say) 5-year warranty.

    you would have noticed if one of your order items didnt turn up, and you also should have noticed if any optional extras such as warranty or fabric protection etc was also included within your order/invoice/paper work.

    While it may be a mistake on their part, or a miscommunication/misunderstanding on yours, there seems to be pretty much 0 you can do about it after the fact

    • HungryRussian on 18/07/2022 - 13:29

      I was clearly told over the phone that I am getting 5-year warranty. I haven't been told that it is a separate item in the invoice and whether I should check for its presence. cheers

  • AustriaBargain on 18/07/2022 - 12:21

    Did they charge you for warranty on everything?

    And do you have your own contents insurance which might cover the leather?

    • Jimothy Wongingtons on 18/07/2022 - 12:23

      Did they charge you for warranty on everything?

      sounds like no.

    • HungryRussian on 18/07/2022 - 13:31

      I was clearly told over the phone that I am getting 5-year warranty. I haven't been told that it is a separate item in the invoice and whether I should check for its presence. all good now, i will run with it and be more careful. But call recorder is something I am going to invest in when speaking with sales crowd contents insurance seems to be the way to go

  • Drakesy on 18/07/2022 - 12:22

    Did you purchase the additional warranty? Is it on the receipt?
    I was offered this but turned it down due to the exorbitant mark up.

    They may have confused your enquiry with the standard warranty.
    But yeah if it isn't on the receipt you can't claim.

    Unfortunately, once I had an accident / and product started to have issues

    Two different things.
    Accident causing the product starting to have issues is not covered
    Product starting to have issues due to normal use would be covered.

    I'm keen to know what the 'accident' is that you can't get out of a sofa.

    My personal Nic Scali experience was good, apart from them leaving the packaging of the sofa in my front yard after they unpacked it…

  • Jimothy Wongingtons on 18/07/2022 - 12:24

    accident / and product started to have issues

    is the issues related to the accidental damage?

    too many variables for ozbargain law inc. to give you a generic answer.

  • holdenmg on 18/07/2022 - 12:26
    +3

    On the one hand it says:

    Purchasing a hand-made piece of furniture is an investment in your home's look and feel, as well as your lifestyle. Prepare yourself for those unforeseen circumstances so you're spending less time worrying about your furniture and spending more time on it! Spillages, bodily oils and fluids and stains can occur from a variety of sources in the life time of your furniture. This is part and parcel of enjoying a beautiful piece of furniture and that's why Nick Scali Furniture offers an accidental damage warranty and protection for your fabric upholstered lounge or dining room furniture for one claim up to the value of your initial purchase over a 5 year period*.

    Then it says:
    https://www.nickscali.com.au/accidental-damage-warranty-term…

    So, it sounds like it is inc;uded, but it isn't.

    • Drakesy on 18/07/2022 - 12:41
      +2

      Key Word

      Offers

      Not
      Includes.

      It's an optional extra that they offer at the POS, but agree they could work on wording everything better.

  • screensaver on 18/07/2022 - 12:29
    +2

    I found a complaints page on facebook, heavily used

  • Gunnar on 18/07/2022 - 13:35

    Extended Warranty! How could I loose???

    In all seriousness though do you have your invoice? It should be detailed on this. If not can you call (or better yet email) them and ask them to mail you a copy of your invoice? It's a tough situation to be in however I'd start keeping written records of your correspondence with them. Also I'm not sure what your protections are under Australian consumer law and extended warranty (I'm not an expert on this but I'd be looking up what your rights are on this)

    • HungryRussian on 18/07/2022 - 13:36

      cheers, yeah, invoice doesn't state it, and I was let to believe that it comes with it / didn't realise it was a separate item in the order and I should've checked for it

  • Dealking on 18/07/2022 - 13:42

    It might sound basic, but I hope you are not confusing manufacturers warranty with accidental warranty. They always say the products have a manufacturers warranty but that has a lot of caveats and can be almost impossible to claim - and of course would not cover accidents any way.

  • Belv on 18/07/2022 - 15:13
    +1

    when your invoice arrived and it didn't say "5 year warranty" . why didn't you call then? or return the products since it didn't say warranty on your invoice

    • Quantumcat on 18/07/2022 - 15:52
      +2

      How would you know that the invoice was supposed to say something?

  • cupcake on 18/07/2022 - 15:16
    +2

    There have been bad reviews about them for years now.
    My own experience was not great years ago so I would never buy from them again.
    I bought a leather seat with ottoman for $2k. I asked the sales man if it was made in Italy. He says yes.
    So I pay for it and it is ordered to be delivered to me.
    When it arrives, the box says Made in China.
    Also, the show room showed a white leather seat with white leather backing and the one they sent me had black leather backing. Then the buttons all popped off when you sit on it…
    After that, I saw all the reviews and wow. So many complaints.
    This was 20 years ago though. Never again. Lesson learned.
    Also, the first salesman that approaches you is the one who gets the commission.
    If you speak to someone else after looking, they won't help you.

    • bamzero on 19/07/2022 - 10:21
      +1

      Went in there once years ago, walked out after they said would need to pay 50% and wait 3 to 4 months for it to be made in Asia somewhere (at least they didn't tell me it was made in Italy).

  • [Deactivated] on 18/07/2022 - 20:09
    +2

    i've heard that salespeople just outright lie to secure more sales and then others have to deal with the fallout, this is probably what's happened here.

    • cupcake on 19/07/2022 - 09:23

      That's right. It's the dishonesty here.
      Shocking for them to be in business for so long but they certainly overcharge for their items.

      • [Deactivated] on 19/07/2022 - 14:34

        they are not the only ones, the story i read about was someone who worked as tech support / customer support for a company that sold computers (possibly other things) and some angry customer had called because he hadn't received something that he thought he had bought, the support guy checked the guys order and realised what had happened because it was a common occurrence for the sales guys to promise all sorts of extras that weren't actually included with what they bought.

  • Lastchancetosee on 19/07/2022 - 08:41

    I've yet to see an extended warranty that wasn't an additional charge on the invoice, and with documentation.

  • BigBirdy on 19/07/2022 - 08:54
    +3

    I'd never touch Nick Scali, he's linked to Italian Mafia and the dodgy NSW branch of the Liberal Party https://www.smh.com.au/national/prominent-liberal-donor-inve…

  • theo96 on 20/07/2022 - 09:42
    +1

    There was (still is?) a Nick Scali along Pacific Highway near Chatswood. Every time I drove by I noticed there was a very nice car (like a Bentley) parked outside with custom plates (suggesting they were owned by the store owner), and there were a variety of similarly nice cars. But there was pretty consistently no one in the store, which begs the question how does the owner of the business afford such nice cars with such poor business?

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