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Terrible Delivery Times & Customer Service
I purchased wall art not a large print Size: 110cm (H) x 80cm (W) on the 31 December 2019. Now I know that at that time of the year you expect a bit of a delay due to the Christmas and New Year period, but I did not understand why this print took 36 DAYS to be delivered when it was not disclosed it would take this time at the online checkout. I would not have purchased this print if I knew I could purchase from another store in Australia or even overseas which would have been a whole lot quicker. I rang twice the customer service hotline ...querying when I would get my product. The customer service staff were professional and I feel sorry for them as this is not an acceptable time frame. I did compile a compaint/feedback on 29 January 2020 and there has been no response. I have been a customer of Adairs previously on a number of occasions and will NOT be returning. I wish I read product review before I purchased the product. I could have walked to Melbourne and back quicker.
Can you trust a company that begins a customer relationship by trying to trick you into the store?
I thought retail had moved past the questionable ethics of displaying discounts in stores that weren't real, but no. You walk into this store and there are signs everywhere saying "25% off this" or "25% off that". It is not until you are at the checkout with items, that you find out you actually have to join a paid for club. I won't ever be coming back, you've lost a customer.
WORST CUSTOMER SERVICE
Do not order anything online!! I had a missing item from my order, rang Adairs about the problem and they said they will check it and send it. Seemed simple enough. 4 phone calls later and promises that they have sorted it and will let me know whats happening by email never happened, one guy even said I'll get a $20 coupon for my inconvenience never got that either!lI still waiting to see if I'll get my delivery. A similiar thing happened to me before i ordered a coffee table and it came with a scratch on it. They offered me a discount which i accepted but never came through. I will never shop online again. The customer service is shocking.
Poor returns service
I loved the look of Adairs products and signed up to Linen Lovers thinking I would order a few things for our new house. The package arrived and I was really happy with the linen but it hadn't been well packed and my artificial plant was sadly broken. I didn't realize until this time that you deal with Australia for returns. I emailed Adairs with photos of the damaged plant and also phoned them to ensure I followed the correct returns process. This was done 5th December. On 22nd January I called again and they hadn't received the return so woul...dn't refund my money ...around $35. They were going to look into it and get back to me in a couple of days I phoned again 3rd Feb having heard nothing further to be told it I would have to complete a statement of integrity prior to the refund! Fortunately later that day I received an email stating that the money would be credited to my account in a couple of days... watch this space. Sadly my linen Lovers joining voucher has expired now so I have lost that $20 as was too wary to purchase on line again and we don't have a store where I live. Clean up your returns service please Adairs so others receive better service. You have lost me as a customer sadly
Poor online service!!
Ordered a plant & vase online, vase arrived in a few weeks, plant still has not shown up .
I ordered on 1/1/2020 , it's now 30/2/2020,: says free delivery spending over a certain amount, then says $20 postage for larger items right at the end, then tells you me it could take up to 27 days for larger items, fair enough, but my plant has still not arrived after stated days, so I email , inquiring about my plant, I receive an email back saying that it would take another 15 days,
I expressed a ridiculous this was and that I was not happy, no response from anyone.. never again!!
Love my new Doona cover set!!
Bianca at the Warrnambool Adair’s was the most lovely person I have EVER spoke to in customer service! Introduced herself and provided all information and helped a lot. She makes my day every time I go in there!
Misleading voucher and rude manager of Kawana waters store.
Misleading information about joining the linen lovers club, got told you will get a $20 voucher, then when I come into the store to spend the voucher, find out you have to spend $50 to use it!!!
I was really upset, as the manager was the one explaining the voucher to us, and she did not mention that you had to spend $50 to get the voucher.
Very fraudulent behaviour coming from the manager of the Kawana waters store.
I will never buy from adairs again.
I would give 0 stars if I could.
Thank you to Catherine at Adairs Loganholme. She was very attentive and helpful when I was choosing pillows and pictures for a multi purpose room yesterday. She listened and took the time to create an array of colours and fabrics that suited my needs and preferences.
I have had a terrible experience with Adair’s after ordering a rug online. After waiting 6 months, with many phone calls & emails I still have not received my order. I will not ever buy from Adair’s again! Total customer dissatisfaction & very poor communication & customer service.
I had to put a star to submit this review however they don't deserve it.
I was talked into joining a the linen lovers membership. I was advised that it was $20.00 to join and that I could use that $20.00 on my next purchase. Adairs tell you that they are giving you a voucher however in reality it is a store credit as you have already paid. You have to have the printout with you to access the voucher and you have to spend another $50.00 before you can use it. Non of this was explained at the time of purchase. You only have 4 weeks to spend your...
I love Adairs for its design, patterns and colours. I have been a bit disappointed with the quality of kids rug, as pom poms fell off on a second day. However I have had great experience with online orders as they arrived in time and with no hassle. The ladies I deal with in the shop always friendly and lovely.
I would just like to say thank you to Beck and Cherie from the Port Macquarie Adair's store for their exemplary customer service, I rang the store because I was after a quilt cover that was out of stock at some stores , Beck rang around and managed to find one for me and had it delivered to the Port Macquarie store. Cheryl rang me to say that they had received it and would hold it until I could pick it up. Such lovely friendly staff. Also a thank you to Leesa at the Westfield store at Brookvale for tracking down matching pillow slips for me, again a very friendly and helpful lady. Well done.
They lie about linen lover voucher
This is how they convince you to pay $20 and join their linen lover program (we will email you a $20 voucher for your next voucher), they simply LIE! Never received the voucher and sent several emails to customer service, they never responded to my emails! DO NOT TRUST THEM, full stop!
Not told the truth
I order in store two toy boxes for my grandchildren for Christmas. These were ordered on the 21/11/19 and was told it would take 7-10 business days to arrive in store. After not hearing anything for 10-12 business days I called and was told that the items were not in but had been dispatched. I was reminded that it does usually take 7-10 business days of which I reminded them it was actually passed this time frame already. Another week went by and a visited the store and was told by the manager that yes, they had been dispatched and would be...in store early that week. Again after no call I called the store a week later and this time had a lovely young man looked more closely into the order and he discovered that they had not even been dispatched from the Melbourne factory. He was the only staff member who took action and arranged for their visual merchandiser to bring the items from another store elsewhere. If only the manager and the other staff member earlier had been truthful I would of understood. Have been a long term customer of Adairs but with all the other manchester stores available my business will go there instead.
I purchased the Charlotte bedhead during the Black Friday sales with a delivery turnaround time of 17-25 days for an in-stock item. At no point during the checkout does the website prompt you of this long wait time and without having to check every website tab, there is no advice of this until the receipt is sent to the checkout. I emailed Adairs regarding my delivery several times without any response. It was not until I sent a message on Facebook that I received a response that my order placed in November would be delivered around 30 Dec. The...linen lovers membership that I signed up to, also did not process correctly and therefore never shipped out or registered. This has been such a disappointing experience when I hoped to receive my item in time for Christmas. My suggestion to other customers would be to order 3 months in advance!
hopeless customer service
Purchased item to be delivered within 7 days .........didn't happen ,tried customer service 3 times left waiting on line 45 minutes plus , left call back details [no call back ]tried the store ,advised to call customer service
First rule of business ANSWER THE PHONE ..........
Wont be going back
Still waiting for online order.. no stars given
Would not order from this company again.
Ordered a blanket 26th November and 2 emails a week apart after ordering( 2nd and 9th December )to say the item has been sent.
4-7 business days.
I sent them an email requesting information on its whereabouts and a reply came back saying a customer service person would contact me.
The blanket is only coming from Melbourne.
Still waiting :(
Terrible customer service and pathetic online delivery
So frustrated with the lack of customer service following an online order that arrived 3 weeks after ordering, without 2 items. 5 weeks later and I just got my refund for missing item
Disappointing experience Mornington
Went into Mornington store to exchange 2 cushions with their tags on with for the exact same cushion but another colour. Cushions still in stock, and told just over the 60 day exchange policy. I am linen lover and find this totally unreasonable from a commercial point of view. Having been a retail store manager for over 20 years (for leading brands) I am extremely disappointed in the service provide by your company and I will never shop at Adairs again. Your Saturday store manager was also rude and aggressive the type of face to to represent your brand. Thumbs up.
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Questions & Answers
I'd like an Adairs representative to read and respond to this...
Why is your customer service so terrible? Why don't you just answer customer questions/concerns and respond in a timely manner? It's easy! Try it.
I no longer have a receipt. However that should not matter given your good reputation. I have a queen size bed sheet. Washed to instructions. It has shrunk and no longer fits on the bed. Could you send a replacement, and I will return the ill-fitting one. Regards Samantha.
Hi I am from Townsville Nth QLD i am a member of linen lovers club, i am contacting because i was very disappointed with the last catalogue that was sent out. Upon going to my regular shop at Castletown to purchase several items from the catalogue were not available or had not been received the staff are great at this store, but were unable to help I think it was Very poor business to advertise products and then not have them for the customer to purchase. Very disappointing Adairs
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