Koala HQ

Incredible - could not believe the delivery service (particularly at a time when every organisation is making excuses for delays) - I ordered dining chairs from my bed in the morning at about 7 am and they were delivered the same day at about 11 am???? Very well packaged (my son said we could have played tetris with the boxes :)) Each chair was protected in a beautiful drawstring material bag and the legs were attached without tools in a matter of minutes. Super comfortable chairs and look great in my kitchen. Couldn't be more happy with everything. Thank you!

We love our Balmain setting easy to put together and stylish. Had a reason to deal with customer service and they were great. Particular thanks to Jack who is a huge credit to your company.

I want to thank Jamie from Customer Service for her excellent way of handling my concern about a delayed mattress. It was very important that the mattress was going to be delivered before a certain time, due to family visits from overseas. Jamie really empathized with the situation and was willing to resolve this for me. She took her time to answer all my questions and assisted me in ordering a new mattress over the phone. She made sure everything was finalized before ending the call. Thank you again, Jamie. You are a great agent who put my mind at ease. Your patience and empathy really made you stand out. Thanks so much!

Absolutely the best sofa bed I’ve ever bought in my life and fantastic customer service!

Sofa bed is nothing like others. It is just a great and comfy queen size mattress. I think it is more comfortable than my actual bed which is not from Koala 😂

Beautiful design, looks so chic in our living room.

Jake from the shop and Patricia and Annie from service support team were just awesome! You guys were very thoughtful and super helpful!

I cannot believe how great this whole experience was from the start to the end and cannot thank you all enough!

Our next purchase will be the mattress! Will buy everything from Koala from now on😊

My five star rating is for the best customer service I’ve experienced in a long time. We ordered the Soul Mate mattress as it was the softest available. Unfortunately, it was too firm for us and we returned it for a refund, as there was no softer mattress to try.

Customer service was great as expected for order and delivery. The part that amazed me was the way they acted when I said we weren’t getting on with the mattress. There was no hard sell about persevering. There was no tricky small print that prevented us from returning it for a full refund. They (and I have to mention Jenny in particular) treated us as though we were one of their best customers. Friendly, efficient, positive. Pick up arranged quickly. Refund within a few days.

The mattress itself seemed well-made and good quality. The smell was strong on the first day, but it fades, and by the time it was picked up (about two weeks later), it wasn’t noticeable. Sadly, the mattress was just too firm for us. If you are thinking of trying a Koala mattress, their customer service is first class.

We bought a soul mate queen mattress and found it the most comfortable mattresses we slept on for a long time. Unfortunately our bedframe being high resulted in bed height becoming a bit high for our liking.
We contacted customer service and their amazing team suggested The new Koala which has lesser height. We bought that and returned the original purchase.
Return process was seamless and we had the best experience dealing with team over the chat as well as phone.
Excellent product and amazing customer service.

My Koala Bed I ordered online is the most comfortable bed I have ever owned. The ease of putting it together was amazing. I only have one complaint about the bed and that is that i now feel in need to leave my day job to stay In my new koala bed all day as it is so hard to get out of in the morning. Absolutely love my new bed and the ease of putting it all together. If your anything like me and spend way to much time researching a product before purchasing let my review be the only one you decide from and go ahead and get yourself a koala bed :)

We’ve had the mattress for 2 weeks and my husband and I are both really liking it.
There was an issue with the sheets I ordered not being delivered with my mattress, but I was contacted and the service was very attentive - my sheets arrived only a few days later. We haven’t slept on them yet, but they look and feel amazing, I can’t wait to try them!
So far I’m very happy with this mattress purchase, especially for the price. Well done Koala!

I purchased a sheet set from Koala about 2.5 years ago and they are the best sheets I've ever used! Impressive temperature regulation, soft, silky, smooth, they're even environmentally sustainable! The perfect product for all seasons of the year! Unfortunately the fitted mattress sheet recently began to tare across middle and it was disappointing Koala didn't offer this product separately from a bundle :( However, after explaining the situation with Taylor from the customer support department (Who was immensely helpful and overall amazing!) she organized for me to receive an entirely new set for FREE! (which I am eternally thankful for!) I highly recommend treating yourself to the incredible sleep experience Koala exclusively provides and will happily use Koala sheets for the rest of my life!
I will definitely look to Koalas for all my future furnishing needs & can't wait to use their other products down the track!

Great service - great product - what more could you ask for?
Was a little wary about buying from the internet - but with amazing delivery times ( which were as promised!), free trial and pick up service - I couldn't NOT try this!
SO pleased I did.
Really REALLY comfortable mattress - zero partner disturbance. Feels firm and supportive - yet soft at the same time (but we are used to the firm latex style mattresses). Communication and delivery was amazing and, as I say- VERY happy with the mattress. Better than others we have had in the past (and the others we still have!) which were 3-5 times the price.
Try the Koala mattress - would be surprised if you weren't happy!! (and you get a soft Koala toy - and sponsor one!!! How Aussie!!) :)

I think these days it's not enough for a company to have great quality products, they need to also have excellent customer service. The team at Koala deliver both in spades.

I've bought two koala mattresses and two bed frames from them over the years, and both are excellent. The mattress is super comfy, and for someone like me who's a light, restless sleeper I can say having slept on a koala mattress for years I love them. The beds are well made and stylish, I'm really happy with my purchase.

But the customer service is also fantastic. When I was getting a mattress and bed delivered recently there was a mess-up with the delivery times and because I spend half my time in the country and had to leave the city, I missed delivery. Another company might have been like, "too bad", but Koala went above and beyond to get my bed to me way out in the country.

They're easy to work with, very accomodating, and I have no problem recommending them to anyone looking for a bed.

I absolutely recommend Koala mattress. They are so comfortable. It's like sleeping on a cloud. I even purchased a new one (my second Koala queen) after having slept well for 5+ years on my previous purchase.

I was also called by a customer rep shortly after purchasing to tell me a new model was coming out and they would offer me the new upgrade.

It arrived within 2 days!

Hands down the best customer service Ive ever come across with a company and that's coming from someone who used to sell mattresses for a big brand retailer.

Thanks again!

We bought our queen size koala mattress on Friday evening and it was delivered Monday afternoon (at our request) after one nights sleep I've never felt more well rested. It has to be the most comfortable mattress I've ever slept on.

We did order 2 pillows with our Mattress which won't be delivered until September. HOWEVER the delay was clearly stated on the final page where the order was listed the delay and knew to expect it.
(A note is next to the unavailable products at the end)

The delivery was quick and the driver was super friendly and cooperative. Calling me an hour before delivery to ensure someone would be home to receive the mattress.

Will update once we have had it for a few months 😁

Best mattress ever, not too hot, great comfort and support. Loved it so much that I bought one for my daughter too.
I don't get a sore back anymore and can't tell when the cat jumps on the bed. Came well wrapped for easy installation and delivery was faultless.

Update 4 years on and still feels like new. Definitely worth the investment!

I ordered the bed frame and am absolutely loving it! I have a large non-koala mattress and it still fits and is supported beautifully. I am so excited to be in my room after feeling like in a rut. It is so simple to put together and looks so awesome in my room!

I also ordered the product 24 hours before a sale started- I emailed customer support after business hours and they replied immediately saying they would honour the discounted price for me! That is amazing customer service and I will be using koala for all my furniture needs in the future.

I was impressed from the get-go with the communication received after placing my order. Koala kept me informed of when my product would be delivered, and the real-time tracking on the day of delivery was amazing.

I was even more impressed with the packaging of the pillow as I can tell they put a lot of effort and planning into it to give the consumer the ultimate experience.

I find the pillow to be very comfortable and it has alleviated the neck pain I have had on and off over the last few years. Definitely no regrets with choosing Koala.

The whole process of ordering and delivery was fantastic. The mattress came the next day. This occurred on two separate occasions, as I ordered a second mattress for the guest room after sleeping on the original one. My queen mattress is incredibly comfortable and very generous in size. I love this bed. My guests also comment on what a great mattress I have in the guest room and how well they sleep. As I have problems staying asleep this mattress has changed my life. I now get a good night sleep and wake up feeling great. No back nor neck problems. I love my Koala mattress.

I ordered the mattress in the morning and opt for delivery between 5pm - 8pm. Ordering process was really easy and I even received an email and text message with a live tracking link when the mattress left the warehouse. The mattress was delivered to me at 5pm sharp.

At first I was worry that the mattress would be too firm due to the mix reviews online. It was really comfortable and I had a really good night sleep. Some reviews mentioned about the smell of the mattress but it didn't bother me at all. In fact I couldn't really smell it.

Overall really happy with the entire process. Great price, free and fast delivery. Don't think I will need the 120 days free trial :)

What a wonderful mattress. Suits both myself and husband, first time in 40 years! Delivery was extremely quick, 24 hours, even though we live in an isolated area. The mattress is light to make, super comfy with no partner disturbance, and does not overheat. Would recommend giving it a try. We are extremely happy with our purchase and the service given. Thanks koala.

I bought a Koala mattress recently and am extremely happy with their service, promptness, delivery and attention to customer support. The entire process - from order to delivery - was flawless. And I LOVE the mattress. A few months in and it's still as good as new. The packaging was great and eco-friendly and the delivery guys were really helpful. Super glad there's a company that stands by its mattress quality and doesn't confuse customers with a dozen options. The pricing is pretty great too. Since trying Koala, I've recommended it to another couple and they're quite happy with their mattress as well. Keep up the great work!