Koala Australia Avis 

The product was on sale and I jumped at that price. I researched many different companies that made sleeper sofas and this one rose to the top over and over again. The product is exactly as it looks on the site and the quality is really good too. We have had 2 guests stay a week at a time and they both said it was very comfortable. The sleeper was easy to put together and fits perfectly in the basement. I would highly recommend.

We absolutely love our Koala sofa bed. We got the queen size Byron. It was pretty easy to assemble once we found the instructions. The mattress is soooo comfortable & it is very simple to pull out. I would highly recommend this sofa bed to everyone!

I ordered the Koala queen sofa bed. I am 68 and put it together with minor help from my husband. The covers are luxurious. It is comfortable as a couch and as a bed. The bed is low so I will reserve it for the grands. I am pleased.

Terrible delivery - delivered at the wrong time (I had specifically requested on the website to hold the delivery until a given date, which was an option on their website) and then I asked for it to be held at a FEDEX facility but they didn't do it. Also koala provides signatureless deliveries which is unacceptable for such heavy and expensive packages. Sent several messages to customer service, without a response.

Very disappointed with Koala’s customer service. The purchase and payment process was smooth, and delivery was on time, but when I assembled the bed on the day it arrived, I found the bedhead had clear manufacturing damage (glue marks and discolouration).

I contacted Koala immediately, but two weeks later I still have no resolution. My case has been bounced between teams, no one has called me, and I’m only receiving occasional emails with no real updates. Really not the experience I expected.

Torquay Modular Couch by Koala Forest Dawn is not green. Despite the photos and social media posts, and even the fabric video and zoomed-in shots, you'll be kidding yourself when the couch arrives, and you find it is grey! There's hardly any green in the colour. And when I asked Koala if it was the right couch, they said it was. And they could offer a 120-night return or a $50 voucher for this investment. When I said the $50 was not good enough considering they still refuse to update their misleading ads and photos, they did not reply to me at all. The customer service is abysmal and disappointing, considering I've been a long-term advocate and customer of the brand, using their mattress and pillow for many years. The couch is comfortable, including the cushions - but the colour, misleading photos and not so good customer service really drags this once loved brand down.

Incredibly poor design and quality of materials. We sent our sofa back within the warranty and found many options of a higher standard well within the price range. Avoid!

I cannot recommend Koala due to a terrible customer service experience. During my delivery, damage was caused to my property by Koala’s contracted courier, but Koala repeatedly tried to shift all responsibility onto the courier rather than take ownership. For over a month, I have followed all their instructions—contacted the courier multiple times, left messages, and kept Koala informed. The courier never responded to me, and now Koala stopped replying altogether.

Despite my contract being with Koala (not the courier), they refused to arrange repairs, even though this is their legal responsibility under Australian Consumer Law. The process has been frustrating, time-consuming, and has left me with property damage and no current resolution. I am now forced to initiate a chargeback and raise complaints with ACCC and Consumer Affairs Victoria to have Koala meet their responsibilities as a retailer.

I urge others to consider this risk if ordering from Koala, as the company may not support you if something goes wrong with delivery or completely stop responding when escalated issues arise.

The product is fine, but I'm not satisfied with the customer service and delivery experience.

Easy, comfy, couldn't be happier. The Modern sofa is great!

They gave the impression from advertising that we were getting a bed…instead we only received a mattress…offshore helpline, told us we had received our delivery when we had not….i am still trying to get them to rectify these problems

Sleazy company with terrible advertising. An advert on Facebook suggests that women desire an average size of 7 and not 5 (alluding to a man’s size). If this ad were reversed, there’d be outrage—because we all know how degrading it is to reduce women to measurements. But when it’s the other way around? Silence. The hypocrisy is breathtaking.

I reviewed a mattress protector and said the zip around feature does not allow for the use of an electric blanket. Also that I was surprised no one else had mentioned this in reviews. They wrote to me and offered me a $100 voucher, and said now that we've sorted this for you, could you update your review. But this information is useful for people. When I checked I saw my review was not published. I've written to them twice asking why my review has not been published, neither email has received a response. Maybe other people DID review this but theirs weren't published either. Dodgy dodgy.

The firmness of Koala Pillow changes depending on the size of the air vents, making the centre soft and the outer edges slightly firmer. It provides firm support for the head and neck in any sleeping position.
When sleeping on my back, I am able to maintain a fairly good sleeping. When sleeping on my side, the pillow is not high enough. On the other hand, there is not any pressure on my ears, and the heat retention is fair. The shape is flat and wide, and it has a moderate rebound force, so it is easy to turn over in bed. Since the height cannot be adjusted, it may not be suitable for everyone, but it is a product that is likely to suit people with not very wide shoulders.
There is a smell coming off the pillow that would last for days.

The mattress is average and the expectation to fold the mattress and to wrap it is a tad excessive. On top comes being given a four hour window for the pick up driver to appear who then decided to rock up an hour earlier. Lots of learnings there ...