Koala Australia Avis 

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!

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.