381 reviews
If you are looking to read the reviews for Koala Mattress (the product) visit: https://www.productreview.com.au/listings/koala-mattress
Love koala – I have had a Koala Cushy Sofa bed for 2 years and couldn’t be happier with the customer service, delivery and the brand. Before I bought the sofa I spoke with a customer service representative over chat who was helpful in assisting me to choose the right product. The delivery was easy and on time. The product itself is high-quality and easy to assemble. I would definitely buy from Koala again.
I’m extremely disappointed with my experience. I had a couch scheduled for delivery between 8am–5pm on Tuesday 31 March 26 after a purchase some weeks ago, and it never arrived. I took the day off work to be home, only to later be told there had been a mix-up with the driver. Koala very apologetic and took 4 different calls to get an answer on… Read more
what happened and then an email Tuesday 5pm to say it was booked in again 2 days later, first thing in the morning as i needed to work.
The delivery was then supposedly rescheduled for today 2 April 26. I contacted koala at 9.15am after no delivery, they said they would look into it and sent an email saying they are not sure if it will be delivered today. From that point on, I had to repeatedly chase for updates. Communication was poor, and when responses did come through, they were slow and unclear. At times, I received no response at all and had to follow things up myself. 4 more phone calls by me, all needing to leave a voicemail with a promise of return call within 30 minutes. No return calls.
After hearing nothing by 5pm, I ended up contacting the courier directly, only to be told that the booking had never actually been rebooked after the initial mix-up. This was incredibly frustrating and completely unacceptable.
In the current economic climate, spending hard-earned money is not something people do lightly. Having to take 2 days off work for a delivery and for it simply to have not been booked in after a mix up is so poor. To have paid for a product and still be left without a couch—after taking two days off work and doing all the chasing myself—is beyond disappointing.
Still don’t have a couch or a date it will be delivered.
At a minimum, I would expect reliable service, clear communication, and accountability when things go wrong. Unfortunately, this experience has fallen well short. I would strongly encourage others to think twice before purchasing if reliability and customer service are important to you.
I am trying to converse with customer support. Four times ignored trying to cancel my order. I will need to get my bank involved since they are ignoring all my emails. Please beware.
I would not recommend ordering from Koala. I am not someone that has a lot of money, in fact I live pay check to pay check, but I have always wanted a koala mattress. I trusted this company, because they seem so reliable. Boasting “Australia’s favourite mattress” and thousands of stellar reviews. But I can now see that I have been fooled. I can… Read more
also see that my delivery issues seem minor compared to a lot of the ones I’ve read on here, despite this, it is still the first and last time I will ever purchase from koala.
I ordered a Queen mattress, and was given a delivery window on a nominated day, with a timeframe of anywhere between 7am-5pm. Yes, long delivery window! Because of this I decided to take work off, to make sure I was there. I didn’t want to risk not being able to get back, and running into the issue of reorganising delivery. By the way, I have just moved into this new rental property, so there is nothing in there, it’s just an empty space.
As the hours go on and it gets closer to the end of the delivery time frame, I get worried that it won’t arrive. I called the number provided to me in the text message I received from koala, to call if there was any delivery issues. It didn’t go to the right place, and I was forced to try to figure out what courier company was delivering the mattress, and locate their contact details.
Once I got in touch I was advised that the koala delivery time frame has in fact never been 7am-5pm, but rather 7am-7pm. Secondly, I was told that the driver would probably still be coming, but that it would be much later (the van was apparently still a 2 & 1/2 hour drive away, and it was 5pm.
So already it was outside of the falsely advertised delivery window that koala provided me, but now it was also later than the apparent more accurate 12 hour window that the couriers have said has always been the case.
I have now taken off work, which has cost me $250, on top of an already expensive mattress that I had saved up for for months.
The couriers tell me to call back closer to 6pm when they close, so they can make sure the driver is still definitely coming, and they send me a tracking link so I can check once they are out of office. When I ring, they tell me he is only an 1 & 1/2 away, and has 2 deliveries before me.
I watch, as the courier stops at 3 stops, before finally coming past my house, but then veering off and heading further away again for another 2 deliveries. When they finally reach my delivery, I have been sitting in an empty apartment for 13 & 1/2 hours. From 7am-8:30pm.
But it doesn’t end there… Koala website states that the products will be delivered to the front door, and that they can deliver up to 3 flights of stairs. When the driver arrives, I can a call and they tell me to come downstairs to get the delivery. I asked if they were going to bring it up, and was advised no, as they didn’t have anyone with them.
When I arrived downstairs, the two very heavy boxes were dropped on the ground out of the van, damaging the boxes, and then I was left outside alone with them and no way to bring them upstairs myself, because they are far too heavy.
I ended up managing get my partner (who was asleep at our old house as he wakes up at 4am for work), to drive down and help me.
All in all, this whole experience has put such a sour taste in my mouth. I do not want anything to do with them anymore. I don’t want the mattress, I just want it returned. I don’t want to support a company that cares so little for their consumers. Every other furniture delivery company I’ve ever dealt with can provide accurate, much smaller delivery windows, but apparently koala’s can not. They have lied and falsely advertised from the start, and I have no doubt any subsequent communication will attempt to shift blame to the couriers.
For someone without a lot of money, I am left an extra $250 short, after the purchase of an already expensive mattress, and a whole wasted day.
Reviews with attachments
We purchased the Modern Sofa, four seater with chaise in the blue colour.. So easy to put together and looks better than we anticipated. It’s super comfortable and is perfect for our home. The fabric is soft and not at all scratchy. It’s a very substantial couch and for the price is exceptional value. Highly recommended.
Fantastic! – The whole experience was awesome! Super easy to buy online and book delivery, and paying extra for assembly was totally worth it. The mattress is next-level comfy—we’re both sleeping way better and having fewer headaches and less back pain. The bed base looks great too. Customer service was amazing—highly recommend!
- +2
Loving our Koala Sofa Bed – We've had our Beauty Koala sofa bed for about 6mo now and love it! It's comfortable and we lounge on it almost every day. It's on the firmer side but still cozy, with nice deep seats. The material feels luxurious and durable, and the color is true to the pictures online. The bed is easy to set up and very comfortable to sleep on – we've had four guests sleep on it and they all approved!
Fantastic Customer Service – I have both a mattress and blanket from Koala! While the blanket was an immediate hit, the first mattress wasn’t quite right for me and I worried the exchange process was going to be difficult as I was right at the cusp of the 120 night sleep return policy. But the customer service team were amazing! They arranged for my new mattress to be… Read more
delivered the same day my old one was picked up (thank goodness - we don’t have a lot of space!) and the process was super smooth. Such a great customer service team and a great company!
Exceeded my expectations – I've had my Koala Bottlebrush Rug for a couple of months now and it still looks as good as new. It feels durable which is important given that we have two inside dogs. Cleaning it has been easy I've had to deal with a few spills already but everything comes out with a quick spot clean and it dries quickly without any lasting stains. It’s nice to know that it’s made from sustainable materials too. Worth every dollar!
- +1
[ PSA / Update: This was resolved only after I published a public review. Prior to that, my repeated attempts to resolve the issue privately were met with “no solution”. Overall, it was a lengthy and unnecessarily difficult process. I updated my 1-star rating to 2, for a poor experience that finally resolved. ] My original post: I purchased… Read more
a Koala 3-seater sofa bed, and after just 1–2 years of minimal use, the fabric is worn, sagging, and permanently imprinted. I weigh 50kg, the sofa is barely used, and yet it looks like it’s been abused for a decade.
I contacted Koala for a solution, we had emailed back and forth over 15 times (see screenshots) to come to NO resolution. It was unacceptable and disappointing. A company that sells products at premium prices should at least honour their legal obligations for quality and durability.
By comparison, my older Koala sofa bed, used daily, has no such issues. This clearly shows poor manufacturing on the newer model.
Do not waste your money. Koala has terrible quality control and lacks customer care. Buyer beware.
G'day Kimora, Thank you for taking the time to leave a… Read more (+1 reply)
- +1
The Torquay Modular couch looks nothing like the photos in terms of colour. As you can see from these photos, the listing from Koala shows the couch as Forest Dawn, a green colour. In reality, the couch is actually grey. And you can barely spot the green. I emailed Koala requesting that they update the photos and consider changing the name, given… Read more
that it is misleading and likely to disappoint. They advised me that I could use the 120-night return policy or receive a $50 refund for the issue. They refused to update the photos or product name. And advised me that they encourage customers to order fabric colour swatches, which they claim are available. I did a search for "colour swatch," "swatch," and "sample", none of which appear on their website, another misleading direction from Koala. I am still waiting for a response from them after I said the $50 was not good enough. Despite the 120-night return policy, the hassle of having a couch unpackaged, upstairs, and needing to arrange delivery drivers is a pain and an unnecessary burden when they could have got the fabric colour right or, at best, advertised the product as it truly is. Photographs vary, but this is a stretch too far. The only positive I can give is that the couch is comfortable, so you can sit on it and enjoy it despite its colour not matching the room decor we chose. Just wish the colour matched.
G'day, thank you so much for taking the time to leave a… Read more
The Byron Sofa looks great and fits nicely in our space, but the overall build doesn’t feel as solid as expected. It tends to squeak with normal use, which makes it feel less sturdy than you’d hope at this price point. On top of that, the stitching on the mattress section started coming apart. I contacted support and provided photos and the… Read more
invoice as requested, but after submitting everything I didn’t receive a follow-up response.
Design-wise it’s nice, but between the squeaking and the warranty experience, it hasn’t met expectations so far.
G'day Jiri We are absolutely gutted to hear about your… Read more
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This has been one of the worst furniture purchase experiences I have had. The bed delivered by Koala was missing essential parts, making it impossible to assemble properly. The threading on the bottom side of the bed was missing, and even the delivery/installation person confirmed it could not be fixed on-site. As a result, I am left with a… Read more
half-assembled bed frame sitting in my master bedroom, which is not only unacceptable but also dangerous for my children. This is basic furniture — safety and completeness should not be optional.
The quality control is clearly poor, and the service response has been equally disappointing. When you pay a premium price, you expect a usable and safe product — not a hazardous, unfinished item taking up space in your home.
I would strongly advise others to think twice before purchasing from Koala. Poor quality, poor service, and zero accountability so far.
G'day Ankit, We are absolutely gutted to hear about your… Read more
- +1
Our first Koala Luxe mattress showed up fast: three days flat. Unfortunately the moment we cracked open the first box, our excitement died. Brown smears inside the sealed plastic, pressed straight onto the mattress. The kind of marks you don’t want to examine too closely. Let’s just say it looked… biological. Nothing kills the mood of a $2,700… Read more
"luxury" purchase like wondering if you’re about to wake up as patient zero. Should I wear pyjamas or my hazmat suit to bed?
We stopped unpacking immediately, plastic still sealed, hopped onto Koala’s live chat. Eight-minute wait time, they said. Two hours later, we finally reached a human, only for the chat window to inexplicably close and wipe out everything we typed, photos included. When we escalated via email, all we got was a sympathy shrug and a promise that the “Aftercare Team” would get back to us in 1–5 business days.
Translation: enjoy the couch.
And then there was the packaging. Enough plastic to shrink-wrap a small country. Layers on layers, compression wrapping, then another giant double layered flap, all destined for landfill now that soft plastic recycling was "temporarily" paused in 2022. Even the Koala plushie came gift-wrapped like it was preparing for space travel. Eco-friendly? Not even close.
Koala, in 2025, with all the viable plastic alternatives and biodegradable options available, this level of waste isn’t just disappointing. It’s lazy. Surely you can do better?
Update 4/12/25:
Koala’s first solution? A $100 “sorry you had to clean the mattress” refund. Hard no. They bumped it to $200. Still no. The stains were sticky, brown, and mysterious. Three adjectives no mattress should ever have. We weren’t breaking that seal open for paltry hush money. Not to mention the "haggling" felt vaguely insulting. After a tedious back-and-forth over several days, they agreed to replace the mattress and collect the old one. Great… except the “urgent” replacement delivery is scheduled for 19 December. Their “priority” shipping apparently moves like a wounded snail. Three more weeks without a mattress.
So that's where we're at and there goes the only star they earned.
G'day Ally, thank you for your review. We are terribly… Read more
* Reducing my review from 2 stars to 1 based on the abysmal customer service. I own two pieces of Koala furniture. Unfortunately. I bought the Modern Sofa in the bouclé “Luxe Edition” fabric and the Cushy Fold-Out Sofa. While delivery was fast and the main sofa is comfortable, the experience overall has been really disappointing. Koala sent me… Read more
the wrong sofa pieces twice during the initial delivery. Worse, the bouclé fabric (an expensive upgrade) started thinning and fraying in under a year. It’s deteriorated far faster than expected, and I strongly recommend not wasting money on the bouclé fabric.
Customer service was inconsistent: one agent suggested replacements, but another later dismissed the issue as “normal wear” and refused any warranty remedy, despite the clear premature deterioration. I regret not getting the replacement pieces during my communication with the initial consultant; I didn’t expect Koala to flip flop and go back on their word.
The Cushy Fold-Out Sofa is okay as a bed (firm) but it’s extremely firm and uncomfortable as a couch.
Overall, between the poor fabric durability, repeated delivery mistakes, and unhelpful customer service, I wouldn’t shop with Koala again. I had plans to try out their mattresses in the near future, but I’ll be taking my money elsewhere after this. I recommend you do too.
G'day Karri, thank you for your review. We did just touch… Read more
I don’t recommend buying bed sheets from Koala. I purchased some on Tuesday because they promised next-day delivery, or at most within a 3-day window—which would’ve been Friday. Yesterday, I tracked the parcel and saw the status marked as DELIVERED, but it wasn’t at my address. It caused a lot of unnecessary stress. Eventually, I managed to get… Read more
in touch with their team, and they casually told me: “Oh no, it hasn’t actually been delivered yet. Sometimes the system updates the status to 'delivered' before it arrives.” As if that were normal.
This was my first time buying from Koala. I trusted them because they advertise so heavily and seemed like a reliable company. But my sheets are still missing, and I’m left disappointed.
I was seriously considering buying a mattress from them, but now I don’t feel confident it would even be delivered properly. Think twice before purchasing from them.
Good Afternoon Juliana, We are absolutely gutted to hear… Read more
Latest follow-ups
Great products but complete lack of customer service. I have been a long term Koala customer and fan, but an incomplete delivery (3/4 of a couch) last week has been followed by a vacuum of customer service. 1. If you ring, the automated voice… Read more
states that the customer representatives are busy and prompt you to leave a message. There is no follow up communication (my first call was last week). 2. The AI chat states that someone will get back to you via email - they don't. 3. Communication via email is not responded to at all, not even an automated acknowledgement email stating a timeframe for someone getting back to you.
The only communication I have received (from an online chat and initial email, last week) was that I would be getting an email update regarding the state of my delivery once they have communicated with the delivery company. I rang the delivery company after a couple of days. They had had no communication with Koala at all regarding my delivery. The delivery company checked with the drivers, the couch was not completely loaded at the Koala warehouse, and they (the delivery company) then contacted Koala to let them know. I have sent yet another webchat and email today stating this information and still no response at all. This wasn't during one of their big sale periods where you could reasonably expect a slower response time. Koala is not a small company with limited staff.
I finally got through to customer service today, but the representative who was ‘dealing’ with my case was on another call. After being assured that they would ring me back shortly, I hung up. That was nearly three hours ago as I write this review out of pure frustration.
Like another reviewer suggested, before you buy Koala, attempt to contact their customer service team with an issue. I dare you.
Update: rang again, got onto a different representative after waiting over 4 hours for a call back. Sorted the issue in minutes. Should be delivered Friday hopefully.
Follow-up · To follow up; 1. Couch quality is great, very comfortable and easy to assemble. Very happy with the product. 2. No further delivery issues once the new delivery date was set. Couch arrived after lunch on the Friday. 3. Koala responded to my review with an apology.
Hi, Thank you for taking the time to share such detailed… Read more
A huge fan of koala products. We are loving our new sofa bed couch and we have already had guests stay and use the sofa bed and they raved about his comforts he it was to sleep on and his Ana big that it is a full size mattress. I love the fact you… Read more
can put the bedding in the back and as we have a small house it is a perfect storage solution for us. We couldn’t be happier.
Follow-up · We chose koala because we liked the features of the sofa bed and the fact it is a full size mattress . We liked the fact you can take the covers off to wash and because we have downsized storage is very important and the fact we can store the bedding in the couch is a huge bonus for us
Positive reviews
We have ordered 4 beds, 5 mattresses, 1 sofa bed and 5 bedside tables. We’ve had nothing but excellent service and all their deliveries were on time. We live in the Sydney metro area and their deliveries were within days.
Resie was incredibly helpful. She was polite, professional, and made sure we reached a resolution. She is a great example of excellent customer service. Very happy with the support I received..
I bought a luxe queen mattress wow it is the best mattress we have ever had absolutely perfect very comfortable soft also firm on your back after sale service is prompt and efficient I highly recommend this mattress customer service is excellent we bought a bed base to and the quality is amazing this company koala is very professional service love it we will definitely buy more
Find out how Koala compares to other Bedding Shops
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Negative reviews
The mattress is fantastic but do not waste your goddamn money on the mattress chopper it split into down the middle. It has a zip that refuses to open on the side and the cover shrinks. When you wash it which makes it [Content Removed] impossible to put back on the mattress topper, whoever engineered this has never made a bed before
G'day Lilli O., We are absolutely gutted to hear about… Read more
I ordered 2 x Brunswick Bed Bases on the 1st February 26. When placing the order the website advertised that if I ordered within the next 6 hours, delivery would be the following day (I am in the metro area and this was after I put my postcode in). The when placing the order, the first delievery day I could select was the 26th February and… Read more
because I wanted the items I chose to go ahead and select that day. Now I have received a message saying the order is delayed until 24th March 26. The website is still advertising this morning that if ordered in the next 7 hours it will be delivered same day. The item is showing "Low stock" now, however when I ordered was showing as "In Stock" Terms of service on their website include that they are not liable for reasonable delays. Same day/ next day delivery which becomes two months (for in stock items) is far from reasonable. I'm pretty irritated that for something advertising same day/ next day delivery for an item that is in stock, why it has turned into two months (that's if it isn't delayed further). I've tried reaching out for an explanation multiple times and the only response received is an AI generic response and their is no phone number. Beware what it advertised with this company. Poor customer service.
G'day Meredith, Thank you so much for relaying your… Read more
Worst delivery system. Was said to be delivered by 21/01 When bought it only to find later that there’s another 2 to 3 weeks waiting to get it delivered! Pathetic way to deceive people! Wouldn’t have bothered to buy it had I known.
G'day YADWINDER, We are absolutely gutted to hear about… Read more
Recent reviews
We have 2 koala mattresses and Brunswick bed bases for our adult children and about to buy a third. Great product with ease and prompt delivery. Love the trial time frame and ease of exchange.
If I could give 0 start I would. We placed this order on black friday and booked the delivery for the 29th of December. The delivery comes with only the two single joey kids and says the other was coming another day. Then a few minutes later he comes back asking the mattresses back saying that he was told to get them again and the delivery was… Read more
gonna be rescheduled for the 30th with all the items so 4 boxes.
Long story short on the 31 st AGAIN only the two single mattresses arrive.
I called Capital warehouse asking where are the boxes 3 out 4 and 4 out of 4 ( as per label) , they say they don't have the queen there , there is nothing else to be delivered to call Koala.
We called so many times ( when they reply). We were told , we are escalating this, let us investigate , maybe the queen is still at our main warehouse , yet at today nothing and I called like 100 times yesterday no answer.
This evening, my husband gets asked via message from someone the codes of the boxes . What is this? We don't have the boxes anymore.
Moving forward, We paid for a queen that never arrived, no one knows where the mattress is , no one calls us or looks for it .
This is surely the very first and last time we buy off Koala and I will make sure I will pass my terrible experience with your customer service and all that comes with it. If we don't receive our queen we will start a claim with Pay pal and Rely on ACCC.
G'day Monski, Thank you kindly for your review. We are… Read more (+2 replies)
Ordered a sofa bed for my daughters house warming gift with at least 4 weeks notice of delivery time of 8th December. It could not be delivered in Koala's own designated window. So further coordination required (days off work). When it finally was delivered, Koala did not deliver entire product. It is a mess occupying space in the apartment… Read more
atm. Not usable as the main cushion is missing. Contacted Koala by email to say not all parts arrived. 21 days later, Koala had not responded to email or follow ups. Tried chat line. "Be with you in 10 minutes" turned into 4 hours. Finally got through by phone (they don't return calls/messages). Part would be delivered eventually - no problems! They would text back when they could deliver it. One week later, no texts and their Customer Services Legends are far too busy to answer phone calls. Devastated as this was not a cheap present for my daughter. I see that subsequent to my purchase, Koala's product review has deteriorated significantly (I had checked this before forking out so much money). I was hovering over buying another sofa awaiting outcome of this issue. Given the significant number of reviews from people experiencing the same frustrations/devastation, I would be an idiot to try another purchase from this company.
Desperately tried further follow up. No responses to phone calls. Live chat is not live. It is… Read more (+8 replies)
Incomplete delivery – extremely disappointing experience I ordered a Koala Polar+ Mattress & Brunswick Bed Base Bundle (Queen) (Order #715633293). Today, I received only part of my order — the mattress and bed base were missing, which are obviously the most important items. As a result, I was forced to sleep on the floor without a bed, which is… Read more
completely unacceptable for a furniture company that markets itself as premium and customer-focused.
To make matters worse, Koala delivered an extra item that I did not order, while failing to deliver the items I actually paid for. This points to serious issues with delivery coordination and quality control.
I have contacted customer support and am waiting for an urgent response with a clear delivery date for the missing items.
Based on this experience, I am extremely disappointed and would not recommend Koala until they improve their delivery reliability and customer handling.
G'day Fazlı, We are absolutely gutted to hear about your… Read more
I’m really quite devastated as I ordered the Byron sofa well over 1 month ago with the assumption that it would be delivered before Christmas per the delivery window I had selected. My wife is pregnant and we have family visiting and we’ve just moved to a new home and have absolutely nowhere to sit. Koala customer support has been horrific and I… Read more
was told at the start of my delivery window that the package had been damaged and wouldn’t be picked up on time. I explained my situation to Koala and was passed around 3 different staff. In the last message I was told the package may not be delivered until 3 weeks after the delivery window ends. I haven’t received a response in almost a week now and the package has still not been collected (even though I was told it should have been collected a week ago today). I’d heard about the poor customer service with Koala but I quite honestly never expected this. I’ve never experienced anything quite so bad for such an expensive purchase (especially when the order was made, and money paid, well over one month ago). Really devastating and ruined parts of our Christmas as my pregnant wife and family have nowhere to sit. Cannot imagine ever purchasing anything from Koala again given this experience.
Hey JJ! Thank you so much for your review. We have… Read more
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Update: Getting a refund as koala hasn’t been able to provide a sufficient resolution. They have… Read more