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I recently purchased 2 cushions from Adairs. When I received them they were the wrong product. After contacting Adairs, it was evident that the problem was my problem. I had to either return the incorrect goods to a store or return to Australia. As I am time poor and thats the reason I choose in the first place to order them online, this would be impossible. I am now stuck with 2 cushions I would never have choosen and no help from this company. As there are plently of other manchester companies online I will not be making any more purchases with Adairs.
Worst online customer service
I Made a big purchase which included a couple of large pictures
I wanted to return one of the large prints
I live in a regional area and they had to arrange for return by courier at my expense. Which I was fine with
I had to call 4 times to arrange for them to find a courier , I was always put on hold
They had to check with a team leader
The team leader was never available to talk to
The last time I called , I was explained the situation and they were very sorry etc
But said “can I just put you on hold “ to talk to my team leader
20mins later I hung up
Called back spoke to someone else ...
Adair’s Doona covers don’t buy them
All Adair’s Bamboo Doona covers with buttons come off and they rip easily on the sides of the doona where you place the actual doona into the cover . One has been replaced but did It again .
Terrible, spent 3 hours sewing buttons on 4 Doona covers. So over it .
Stay away , I’ve been a Adair’s member for quite a while and have spent at least $3000 in there . I finally surrendered and throw it in the bin Moving over to Sheridan now
Replaced Dog bed - no questions asked - Amazing Service
Thanks to the amazing team in customer support today (Elise) who within 10 minutes of lodging a report for a faulty dog bed, organised a replacement and I collected in store - NO HASSLE today ! I'm an adders addict and this just tops off the already great service I always receive in all 3 of our Sunshine Coast stores - thanks - loyal customer for life !
Don’t waist your money! Home Republic Bamboo cotton sheets are the worst sheets I’ve ever had.
Don’t waist your money! Home Republic Bamboo cotton sheets are the worst sheets I’ve ever had. Very disappointed in the after sale service I have received. I was mislead and told they were super soft.. They are so stiff and rough.
Vintage Washed Linen: Expensive Disappointment
Recently purchased Adairs' most expensive Vintage Washed Linen Quilt Cover and Pillowcases with the idea that linen is meant to be extremely durable offering long-term softness. This was definitely not the case. After only 2-3 months of intermittent use and careful washing according to product instructions, the linen r started pilling like crazy and one of the buttons fell off. In addition, it is so thin that you can actually see through the linen to the quilt inside in certain light. Yes, it's supposed to look relaxed, but this was more like d...ishevelled - in complete contrast to my Sheridan linen that looks crisp and seems like it will last a lifetime. To Adairs' credit, they replaced both quilt cover and pillowcase pair but I am expecting the same thing to occur very soon. So, If you're in the market for quality %100 linen, I would recommend skipping Adairs and going straight to Sheridan. Even though it will be slightly more expensive, you'll get way more out of it down the track. Aside from the linen, I have generally found other Adairs products to be sub-par including a velvet throw and velvet cushion, which I bought online thinking they will be supersoft - wrong. And in-store customer service is pretty bad - poor product knowledge and really bad suggestions. I hate to say it again, but I spent a lot of time in Adairs and Sheridan and the customer service at Sheridan was phenomenal - lots of creative suggestions and not so pushy, really took their time, unlike the rushed feeling when you shop at Adairs.
Stain on wooden bedhead
My daughter recently purchased a fabric bed head with a light wooden frame. Upon opening the box, we noticed a dark coloured stain on the wood (it was right in the centre of the top frame). This stood out terribly, so we quickly rang customer service hoping they would replace it, instead we were told there was nothing they can do! She now has to pile up the cushions high enough to cover this stain so it won’t be seen when entering her room as its such an eye sore!!!! Beware of buying anything wooden from Adairs as they will NOT replace marked items. Very disappointing.
Very disappointed in customer service
I bought a mis-labled product in store and as instructed by a member of the Adair's team posted it back to the warehouse for a replacement. It has been two months since postal tracking informed me that the warehouse had received my parcel and the matter still hasn't been resolved. I have called the phone line at least once a week for two months, each time a person has told me that someone would be in contact with me soon and not once has that happened.
Inferior Poor Quality!!!!
We purchased 4 quilts - 3 were faulty!!!!!
all were washed separately and followed the wash instructions to the letter.
the Zara Quilted Cover (after being on the bed for just 2 days) had a small tear at the bottom part that hangs over the bed
the Kian Natural Chenille Quilt had some of its tufts or threading come away.
the Giselle Matelasse Ivory Quilt had patches of white or discolored randomly throughout the cover after the first wash!!!!
Rogues inferior quality, dirty items, returned
Purchased items off online over a month ago. They arrived no packaging and dirty. I requested a return slip and sent back the next day for a refund. To date they refuse to answer my emails and fob me off with phone calls. I am still waiting for my refund. I have now gone to my bank to obtain a return of my money. Adairs owes me $180 now pay up!!!!! Advice to others run away and never buy from them EVER
Customer service woeful
I placed an order in March which included a membership. I was duly provided with a temporary number and advised i would receive a membership card. This never happened and while trying to purchase an order on line subsequently, the temporary membership number is now invalid. I have attempted emailing them twice, and called three times. You simply cannot reach customer service to get help. It's only $20 but feel as though the extra cost was for nothing. I really do love some of their products but agree with the many reviews on line in relation to customer service. I wouldve given 0 stars for that and 5 for products.
My 2 orders arrived in excellent condition, properly packaged both took longer than expected to arrive. I returned some items due to colours not matching home decor. I have received email of refund weeks later ... but overall given the circumstances - postal delays, increase in online shopping demand, changes in way businesses operate due to Covid-19 etc. I am very happy with my purchases & the way my phone query was handled. Point being: PATIENCE IS ESSENTIAL CUSTOMERS!
Very poor online service
I have tried to call customer service multiple times and have been put hold for about 4 to 5 hours with no luck, tried emailing them no response, messaged on Facebook no response. I'm trying to return some items and cannot get through to anyone then when I finally get through they will say it's too late. This is totally unacceptable.
- Verified customer
They're deleting negative reviews....
Without going into details, I waited 6 weeks for a parcel, emailing them 5 times. I received one response in that time frame, and I only even thought to email them after I received a request for feedback from Feefo.
I didn't write anything at first because I thought I should give them time to resolve the issue, and kept emailing politely. I thought they must be understaffed and I didn't want to put undue pressure.
But, 4 weeks in and I started requesting a cancellation of the order, since I had no idea where it was and the tracking I was provid...
How long does it take to process a return?
I returned a faulty item I ordered online. Had to pay $3.00 even though it was faulty because Adairs don’t offer tracking on returned items and I didn’t want to risk $100 worth of product going missing.
Item was received by Adairs TWO WEEKS AGO and still no refund has been processed. I’ve emailed but it just seems emails are not responded too.
I’ve been a member with Adairs for years. I think in the last year product quality and customer service has deteriorated immensely. They offer a 60 day money back guarantee for members, yet they make ...such a big deal when you return something in store or online. After this latest debacle and it looking like I’ll have to spend an hour on the phone tomorrow trying to get my refund, I’ll probably start looking at other options.
Bulky items delivery time frame
The only thing I can fault about adairs is there delivery time frames for bulky items, as I myself work in furniture sales and deal with delivery company's every day I find it hard to believe it takea 21-32 business days to deliver something in stock and in there warehouse.
After 3 weeks after ordering still no update and still 21-32 business days it will be delivered, no estimated eta or delivery day, nothing.
In uncertain times like these that's not really good enough
not good customer service
i bought doona cover from epping adairs ,had my reciept, change of mind they would not let me change or refund because it was 67 days, product unopened.i was a member, never again. think twice about purchasing from this store.janet
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
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.
Great rug but more size options would be better!
We purchased a great rug from adairs that I had been looking for for a little while and we got it at a great sale price but when i took it home I found it was too big for our space, unfortunately it did not come in a smaller size which was a shame.
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.
This is a ‘REVIEW’ site not an ADAIRS site so chances of an official response are slim.
Why not just take it into the shop ?!
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
We will never shop at Adairs again, we lodged a complaint some time ago about service and dealing with a staff member with no product knowledge, never received an answer.
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