AI reviews summary
Customer feedback for Adairs reveals a significant divide between highly praised individual service interactions and systemic operational failures. While frontline staff and online chat representatives are frequently commended for their professionalism and efficiency, the brand faces substantial criticism regarding logistics, order fulfilment, and strict return policies for bedding.
Pros
Cons
Verdict
Adairs is a strong choice for consumers who value stylish home decor and high-quality in-person or chat-based service. However, the experience is often undermined by unreliable online fulfilment and rigid return policies on bedding, making it a higher-risk option for large furniture orders or those sensitive to strict "no-return" clauses.
I purchase online often from Adairs, usually I’m happy, sometimes I think “hmmm I wouldn’t have bought that if I’d been able to see it at the store.” That’s MY problem though because I live 50km from a store and shopping online is a gamble sometimes. This time I bought a queen and a king set of what the advertisement stated “including flat sheet,… Read more
fitted sheet, pillow cases.” Yes, the header said “Quilt set” however my understanding was that what I was buying was what was stated as “included.” When they arrived it was in fact a quilt cover. I emailed and said that I live rural and the nearest post office is 30 mins drive so I was disappointed not to receive the sheets and that it was extremely inconvenient for me to have to pack them up and drive to the PO. I really did expect a company like Adairs to deal with the complaint better however their only “resolution” was to send me a “COMPLIMENTARY” (whoohoo!) return postage label and expect me to take an hour out of my day returning products that had been falsely advertised. Now I cannot trust buying anything online as I won’t know what I will receive and if it’s wrong due to their mistake they will expect ME to inconvenience myself to return the item. Pretty sure there’s other companies I can spend my money with. That’s exactly what I’m going to do!
Ordered a bed 2 weeks ago, with $475 delivery fee, and it still has not been dispatched from the warehouse, even though the specified dispatch time was 3-5 business days. I’ve tried calling but their phone lines aren’t taking calls, the chat bot only directs back to the website, and my 2 online forms have not been answered. No communication from Adairs regarding any delays. I have no idea how to speak with anyone regarding the order.
Bought the cotton percale sheets and pillow slips as they were available as individual items rather than a set. Also because Adairs has lots of shops so thought they would be fine. They are terrible., the wort sheets I have ever bought. They have not been made following the “grain” of the fabric so as a result they look perfect in the packaging… Read more
BUT after washing the sheet turn down and pillow slip side turn over will NOT sit straight - the material is bunched up and impossible to straighten - even if you were inclined to iron it it would not be possible to make it look good - ie straight across the fold down. Do not buy- second rate products packaged to look good but do not deliver.
Reviews with attachments
Love my new Timber bed base . Teamed with a rattan head board. And I like the idea that I can swap it with a different one when I want too . The bed is very well made and lovely light coloured Oak . Its was a great price compared to a couple of other retailers. Very happy with my purchase
They (Adairs and Allied Express) were brilliant from the start to finish. Adairs processed my order on the same day and two bulk items(a rug and wall print) arrived from Victoria to Brisbane in 2 days in wet weather. I wasn't expecting this fast as I bought them during the mid year sale. Very happy. Thank you. Show details
Adore the Washed Linen denim with white piping duvet set matched with deep chocolate sheets. Thanks to Stacey for helping me throughout the shipping process.
Poor customer service, they take your money but then the orders can’t be fulfilled due to system limitations, and you wait ages for a refund. Also be prepared to receive damaged items purchased online. Avoid Adairs!!!! Try: Pillow Talk, Bed Bath n Table, Sheridan, Freedom Show details
I have brought adairs confort collection all seasons doona advised by the lady at dfo and i can say it is the best quilt i have ever owned for this price point. Show details
Purchased a set of the worlds softest chocolate sheets. After washing them 4 times in cold water and hanging them in the shade this is the result. After contacting customer service I was advised that the washing detergent I used was to blame as it has optical whitener in it. CONSUMERS BEWARE: most detergents do and if they don't they are for… Read more
sensitive skin, which supposably is also an issue, so what do you wash them in particlarly when none of your other washing has faded. I have been a long time customer and member of Adairs but not anymore.
I ordered a double bed sheet set for my daughter’s birthday, when it was delivered today I received a cot quilt cover set instead - I absolutely have no use for a cot anything in my house! I jumped on Adairs chat and the lovely Katelyn was quick to get my actual ordered re-posted and let me keep the cot set to gift to a friend. Mistakes happen and I am super pleased with the service! Thanks Adairs and thanks Katelyn! Show details
My positive review is as a result of the professional assistance provided by [Name Removed], who I finally reached after some time of phoning a store and obtaining a contact number and who deserves 5 stars for her kind and friendly service after some considerable time in finding that contact phone number. This not provided on the invoice or order,… Read more
given the invoice provided only an address. [Name Removed] sorting the issue of incorrect sizing of sheets compared to order which before laundering, was discovered while inspecting the wider elastic on the fitted sheet?? While I had ordered king size sheets, which were delivered promptly, on unpacking found that while the outer stated KING SIZE on both sides of the cloth envelope in which they were enclosed ,both the sheets inside were labelled Q for Queen?
As mentioned to [Name Removed] who was most understanding, required repackaging in original state to a satisfactory standard , chasing up information, sending photos, and generally being incovenienced in returning products can be difficult and time consuming. Having ordered many items online over years given we live in rural Australia ( mainly from USA) with little hassle am beginning to think it is a quality assurance issue for products made and packaged overseas in China, as have been caught a few times in recent years and am wondering if and when our essential products will again be made within Australia.
Previously we have never had issue with sheets not being the correct size ordered let alone not same as stated on packaging prior to opening, and unless possessing an extra deep mattress so to order extra large, standard size errors however today seems more commonplace. As we did not require extra queen sheets for a spare bed used by occasional visitors cannot comment on how they would wash and wear. [Name Removed] arranged a prompt refund after phone contact for which I am very grateful . Thank you [Name Removed]. The thought is, what happened to wuality assurance, and how many other sets sold need to be checked before sale or depatch given some employee obviously packaged them incorrectly but minus either care and/or overview? Being made overseas suggests to me that they were also packaged same. Also Adairs needs a phone number on their invoices or an email other than a NO REPLY which also seems increasingly common these days!
We ordered some sheets which were fine and promptly delivered. BUT they came in a large box which was 75% filled with bubble packing! Firstly this was not needed (do sheets in their own packaging really need to be protected by bubble wrap??) Secondly this was very non-sustainable - the box was unnecessarily large and the bubble wrap very hard (impossible?) to recycle.
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Anjuna six chest drawers amazing made from mango wood very natural looking all you have to do is put the legs on the bottom. The draws are spacious a great entertainment unit for TV lamp etc.
Extremely disappointed at how a fragile item was packed. A vase was left in a big box with no wrapping or cushioning. Item was damaged of cause.
Rouse Aidairs I was really disappointed today..I got a quotation of bedding stuff $609.My stuff was put on hold while I had gone to get the money.I then received an email that you have got more 20% percent off which was going to take my bill to about $400.To my surprise,they then said we didn’t scan properly now your bill is even higher to… Read more
$700 including the 20% off.
What a terrible service and a cheap scam trick!!!! Really disappointed…not even an effort of compromise for their terrible customer service.
[Contact Details Removed]
Latest follow-ups
Oscar Toilet Brush – Don’t Waste Your Money! Flimsy design, the brush head constantly unscrews, and overall it’s completely useless. Not fit for… Read more
purpose and honestly should be pulled from sale. Regretting not taking the receipt when purchased so can’t return — lesson learned.
Follow-up · Nothing has changed - it’s still a very pretty, yet totally unfunctional, useless item that has been moved to the guest bathroom as it cost a small fortune.
Follow-up · So bad it went in the bin! Retailers really need to ensure that their products are fit for purpose.
Had a Linen Lovers enquiry. Katelyn was amazing. She was able to sort the problem very quickly and with ease. It was great to interact with a human that was so happy to help. Thanks Katelyn. :)
Follow-up · This was in relation to an online order. Was not coming up with linen lovers discount at checkout. Was told to log out and log back in again and it worked. I hadn’t thought of that! it was very easy to get help and that simple piece of advice.
I bought 2 single quilt covers 2 years ago from Adairs and I have just thrown them in the bin as they have faded badly and thinned so much that there are holes in one. It makes me very reticent to buy from them again as their products are not cheap. Very disappointed. Show details
Follow-up · They were washed in a normal cold water wash. I'm pretty sure the fabric was cotton.
Positive reviews
Excellent customer service. Had a problem with something I purchased, unfortunately the store didn’t want to deal with it but after an email to customer service it was sorted with a replacement very quickly. Show details
Paula assisted in my enquiry in relation to a rug that had been damaged. Very helpful and quick service provided and offered a replacement or refund. Very happy with the quick service and assistance in relation to this. Show details
I recently contacted Adairs regarding what appeared to be a manufacturing issue with one of their products, and I was genuinely impressed by the way the matter was handled. Paula was amazing! What stood out to me most was how quickly and efficiently Paula responded. At no point did I feel questioned or challenged about my concern, I was asked… Read more
to provide details and photos and proof of purchase. The process was seamless, respectful, and incredibly customer-focused.
To me, this says a lot about a company that truly stands behind the quality of its products and values its customers’ experience. While issues can occasionally arise with any product, it is how a company responds that really matters, and Adairs exceeded my expectations. Excellent service and a great example of standing behind your brand.
Find out how Adairs compares to other Home Decor Shops
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Negative reviews
So disappointed with Adairs, I’ve always loved shopping there, until I purchased a pair of Pj’s for my daughters birthday sleepover. It got to 1 and 1/2 weeks and I hadn’t received any shipping notification, so I called to find out when it would be sent, and they just said sorry we have over sold so we will just refund it, I’m not sure when they… Read more
were planning to tell me that if I hadn’t called. There was a pair in store, which they could have posted for $35 I kindly asked if they would be willing to cover the postage because of the stuff around, and they simply just said no that’s on you. There was just such a lack of care of wanting to correct this issue and make it right. So disappointed I don’t have any Pj for her sleepover now and not enough time to purchase from somewhere else. Very reluctant to purchase from Adairs now because of the poor service and lack of care.
Bought some towels online from Adairs in mid November 25 and didn’t get to use it until early February 26 as we were staying at a fully furnished place while our house was being renovated. The side of one of the towels was already unraveling and took it back to the store to get a replacement. They said that since we bought it online, we cannot get… Read more
an exchange from the store. All they could do is refund us the original purchase price and then charge us the current price, which is about $10 more. I decided to get the refund as the quality of the product is so inferior that it was not worth it paying extra amount for it. Very poor customer service! Would not buy from them again.
Customer service is awful. I bought an expensive duvet cover for $250 and after one gentle, cold wash cycle the stitching was loose and coming undone from several places in both the pillow cases and quilt cover. I emailed them 15 times from Feb - April, (several times with no reply for weeks) to try and rectify. They offered me a $15 voucher for a… Read more
$250 purchase and then when I tried to escalate blamed me and said I must have washed the cover wrong. Overall the quality is poor and overpriced and customer service is rude, unhelpful or just doesn't respond.
Recent reviews
Love the quality of Adairs linen and tea towels and had purchased them on sale. There was a bit of a mix up in items received and Angie provided exceptional customer service and rectified the issues with care. Thanks so much :)
My Customer Service Representative, Angie, was a wonderful help. She seemed to know exactly the issues I was having and promptly resolved them! Thanks for being a wonderful help, when I needed it!
Katelyn in the online customer service department was so kind and helpful with a suspected lost package. Wasn’t lost. It was a me problem. She was lovely about it. Show details
What a sensational company to deal with. I've had brilliant service in every one of their stores I've been to in Perth Metro area. Staff are friendly, knowledgeable and couldn't be more helpful. 10 outta 10 Adairs ! Show details
I spoke to Katelyn online and she helped me within 5 minutes to get my welcome voucher that has not arrived with my Linen lovers membership. So fast, so helpful, so unusual these days!! Very happy Show details
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