Nick Scali did respond, however seems to miss the point. Judge for yourself, email sent 22/03/2023:

Hi Michael

Happy to provide copy of the invoice, however this email correspondence/feedback was triggered due to "Proof of address(POA)", maybe you didn't go through my email below.

Don't understand the reason for POA, since I wasn't asked one when I made the purchase and is it Nickscali policy to ask for POA for any sale. Should be easy to make sale!

Also, I'll be publishing copy of the email trail as part of my Nickscali review online so people are aware of absurd policy Nickscali have in relation to addresses.

Kind regards
Rahul

Sent from Yahoo Mail on Android

On Wed, 1 Mar 2023 at 10:09 am, Nick Scali Furniture Service
<*******@nickscali.com.au> wrote:
​Dear Rahul,
​
Good day and thanks for contacting.

Our earnest apologies for the miscommunication. However, we'll make it better the next time. May we please have a copy of your invoice or receipt for validation purposes? Please also be reminded to attach a proof of address for further verification in compliance with our Data Protection Act. And also be advised that parts to be ordered are dependent on our stocks availability.

For you to be assisted quickly, please feel free to call us at 1300 220 809 between 9AM TO 7PM on weekdays and we'd gladly assist you.

Regards,
Michael
Service Centre Associate
www.nickscali.com.au

On Tue, 28 Feb at 11:04 AM, Nick Scali Furniture <*******@nickscali.com.au> wrote:
Hi Rahul,

Thank you for reaching out. We recently experienced a technical issue and we sincerely apologise for the delay in our response.

Let me forward this to our service team to be looked into regarding your broken power cord.
​
We apologies for the inconvenience caused you.
​
Sincerely,
Justina
E:*******@nickscali.com.au
Nick Scali Customer Service
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On Mon, 13 Feb at 4:22 PM, Rahul

Hi Team

My name is Rahul.

I bought a Legato in Dec, 2021, delivered April, 2022.

After the power cord to the recliner broke recently, I called up Nick Scali customer care- 1300 220 809 in the first week of Feb. I was advised/misadvised/misguided by the representative that I can buy it from any of the Nick scali stores.

Following the advice, I went to the closest Nick Scali store at Castle Hill on 11/02/2022 for the same just to be advised at my disappointment that they don't sell spare parts at the store. I called up the 1300 number at the store just to be advised that I 'll have to call back on Monday & contrary to the previous advised, I can only buy it over the phone.

Hence, I called up the 1300 No on Monday, 13/02/2023, spoke with Jill, who verified my mobile number, full name & address. I then advised Jill that I've moved to a new address and that the system needs to be updated so the spare part I want to order gets delivered to the new address.

I was then advice after the identification was verified that I will need to provide a proof of address for change of address on the system. Upon querying why, I was told that I can either provide proof of address or buy the spare part from third party, Couch Guard or Bunnings. Following this I asked if I could speak with her supervisor, since this doesn't make any sense and that I will not be complaining about her as she might be following the protocol, Jill advised there is no one at the moment and that I'll have to call back.

I did call back immediately and was connected to Lisa who advised the same and mentioned that this is the highest this can be escalated to.

Firstly, what I don't understand is in spite of verifying my identification, which is similar to logging into fort e.g. Bank, Centrelink etc., unlike the banks and Centrelink where you can change details incl. Address, why does Nick Scali insist on proof of address. It seems like after the sale is made for the product, the service goes down the hill or beyond worse when it comes to service after sale.

I hope I get a sensible response to my feedback, since I will be posting above and your feedback if received. By the way the team is the Service Team
*******:*******