AI reviews summary
Pros
Cons
Verdict
Overall sentiment regarding Adairs is mixed, characterised by a clear divide between in-store experiences and online shopping interactions. Customers frequently praise the helpfulness of support representatives and the quality of products, particularly when dealing with staff directly in physical stores or via live chat. However, recurring challenges related to online order fulfillment, delivery delays, and difficulties reaching customer support via phone detract from the overall experience for some shoppers.
I’m pretty disappointed with this organisation. I shopped there quite a bit and recently purchased four pillows which were horrific quality and one of them is pretty much dead already after two weeks. I contacted their customer service online over a week ago and heard absolutely nothing. Not a good way to keep good customers. I won’t be shopping with them any more. Show details
Last week i went into the Adairs store Macarthur, where i received outstanding customer service from Kate & Christine. They went out of their way to assist me with my purchase of a new quilt cover to match my bedding.Nothing was too much trouble & always with a friendly smile.
Reviews with attachments
Their Supersoft Washable Rugs are 10/10. It's been in our nursery for 2 years now and we love it! It washes really well and is fantastic quality compared to other washable rugs we have had. It's held up to extremely high foot traffic & all sorts of kid mess, pets, everything. It's been the best investment! (note instructions say you're not actually meant to hang these in direct sun, ignore me doing this I am a risk taker lol)
- +1
I purchased the Morrison 3‑seater sofa ($1,199.99) and two matching armchairs ($1,319.99 total). The sofa and one chair arrived on Monday, and the second chair arrived on Wednesday — and that’s where the problems started. The second armchair is a noticeably different shade of olive, and the difference is obvious as soon as the pieces are placed… Read more
together. On top of that, the seat cushion is smaller than the cushion on the first chair and the sofa, which makes the set look mismatched and cheaply made.
I contacted Adairs and provided photos and measurements. Their response was extremely disappointing. They claimed there was no colour difference and blamed “lighting” and “pile direction,” even though the variation is clear in person and in photos. They acknowledged the cushion size inconsistency but offered nothing meaningful to fix it — just a $40 e‑gift card, which wouldn’t even buy a single cushion. It does not resolve the issue at all.
For the price of this furniture, I expected far better quality and far better customer service. I’ll be attaching photos so others can see the colour and size differences for themselves.
Purchased the “Downtime Worlds Softest Pillow” It felt luxurious in the store, plump with weight. I’m a petite female so I thought it would be like sleeping on a cloud, however it was extremely disappointing. The pillow was unable to give any support for the neck/ head. I woke up with bad headaches & shoulder pain as it would literally sink in flat. At this price point I wouldn’t recommend as it’s purely a decorative pillow Show details
The worst thing Adairs done was giving your details to third party without your consent !! A breached of privacy act literally! It’s awful!!!
Look - I love Adair’s but the way they market items is so incorrect. I bought two lovely stone frames and it’s turns out can only sit landscape. Is just not possible to be protrait. So before you buy these - beware. It’s still gorgeous and I will keep it but not for the photo it was intended for. It can only be used as a landscape. Although the seller shows it’s being portrait.
Absolutely love my new River beige Range, perfect colour and extremely comfortable
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
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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.
Latest follow-ups
Poor quality with poor follow-up service – Purchased a flannelette sheet set which pilled extensively for months. The sheets are now thinner after one winter, compared to others I have had for over 10 years. I attempted to leave a review on their website, but was told the review link only… Read more
works for a short time. They said they could input my review manually but this was not done and I received no response. Poor follow-up service. I won't be renewing my membership.
Follow-up · Still no follow-up from Adairs. I didn’t even try using these sheets this past winter, as they make too much of a mess all over the floor.
I want to send a big shout out to B and the team at Adair’s Watergardens. Absolutely phenomenal customer service, She went above and beyond to help me find certain items I was looking for although not successful it definitely wasn’t through lack of trying , she did all this whilst training someone and also during a sale. She really was next level
Follow-up · Yes the team member B was actually trying on line for me to find the items I was after, since they weren’t in store It was a 40% off sale store wide for linen lovers so it was great. I was looking for matching quilt and sheet sets
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… Read more
not been made following the “grain” of the fabric so as a result they look perfect in the packaging 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.
Follow-up · Adairs refused to refund the product as I had taken 20 cm off the length of the sheets. This had nothing to do with the FAULTY turn overs on the top of the sheets and pillowcases but they were adamant- no refund. I put them in a clothing recycling bin. I will never shop at Adair’s again.
Positive reviews
Customer service provided by Charleigh was exceptional. She was able to track down what we required without any issues. I love this level of support as it makes it stress free. Thank you Charleigh for your great support
I was greeted by Stacey to find a solution to a product issue and she was overly helpful helping me find the best possible outcome! Her replies were very prompt and very clear.
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I haven't shopped with Adairs for a while. I went into the Butler store yesterday to take a look around as I am renovating my home and the lady in the store not only didn't say hello but didn't even acknowledge me the whole time I was there. I saw quite a few things that I really liked. I was weary going back but thankfully when I went back today… Read more
I had the best experience by another staff member. K was absolutely amazing. Very helpful and soft spoken. What a lovely experience. When you go into a store, great customer service is a must.
Negative reviews
Absolutely shocking online service and customer service. I ordered a number of items online in early September and one package was marked delivered, it was not an the other not delivered as they had the wrong address. I had provided the correct address. I have been following up via email as they are not responding to phone calls. One response via email at the end of September and when I responded, then nothing. Don't bother Show details
I recently purchased Italian Greyhound ornaments for my daughter as a gift. I purchased these online after seeing the advertisement on Facebook. The pictures in the advertisement looked so elegant and they would be perfect as the gift. So I parted with $91 for the two items. When they arrived I opened one just to make sure they hadn't been… Read more
damaged, to my horror what was in the box was nothing like the elegant Greyhound in the advertisement, it was hideous small body large head. So I complained to the supplier, Drawtrace.com, only to be told that I could send them back, at my expense, which with international post would be very expensive, or keep them and receive $7 refund/compensation. After many emails I have given up. Don't buy anything from drawtrace.com, they are not a reputable company, in fact I would describe them as scammers. Be warned.
I bought a bed base on the 9th September and paid $320 for freight as it is classed as an oversized item and I live in regional Victoria, so that seemed reasonable. The carrier picked it up on the 17th and transported it to their depot in Shepparton on the 22nd, then inexplicably back to Melbourne on the 24th where it still remains today, the 2nd… Read more
of October. Adairs customer service has advised me to deal direct with the carrier and seems to have washed their hands of me. And I still have no bed. I paid Adairs for the product and the freight, so I am very disappointed they are not taking responsibility. I paid for a service and I have not received it. It is well over their own stated delivery timeframes (and counting) and of course, Adairs has a policy of no refunds for the freight charge.
Recent reviews
Adairs softest sheets is Adairs scratchiest sheets so very disappointed the quality is thick but far from soft I can’t sleep in them not light and soft but heavy and itchie Not happy
I’m extremely disappointed with the customer service I’ve received regarding an issue with my Linen Lovers membership. I have been emailing back and forth for nearly two weeks over what should have been a relatively simple issue, and it is still not resolved. At one point, my case was closed despite the issue remaining outstanding, so I had to… Read more
contact them again to explain that it had not been fixed. I was then advised that the issue should have been rectified, however it still hasn’t been.
To now receive a request asking me to review my experience while I am still trying to get the original issue resolved is incredibly frustrating.
What should have been a straightforward fix has turned into nearly a fortnight of emails, follow-ups and having to repeatedly explain that the problem is still there. The entire process has been unnecessarily difficult and disappointing, particularly for the amount of money I spend.
Fabulous customer service, post purchase with Paula (Adairs Senior Customer Service Representative). We had an item that didn’t get packed with the remaining items in the order. Paula was very helpful and resolved the issue quickly. Appreciate your lovely communication style, Paula.
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!
I have noticed that the header has come up with Adairs, this review is not for Adairs, but I cannot… Read more