Reviewer Photos & Videos
Store order still not received 2 months later
I put a store order in before the stores closed their doors back in March. I was then phoned 2 weeks later by a lovely lady confirming my delivery address. Heard crickets since! I've tried calling several times and gave up waiting as I work full-time and struggled to wait. I have emailed and nothing. I spent $400 on this order and thousands of dollars in store and online in the past. I'm really disappointed in the service provided. They should at least update customers about their orders. This is ridiculous. I really need my 2 rugs but am now looking elsewhere and will return these if I ever get them.
Can’t complain about the service!
Although my order took 3 weeks to arrive (which is understandable given the fact we in the middle of a pandemic) I was constantly updated with emails stating the delay and they were working hard to get my order out. Thanks Adairs!
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!
- Verified customer
Disappointing not all Natural Cotton as stated.
Advertised as Cotton Quilt cover but once I checked the attached care instruction label on this Quilted Quilt Cover which was the ‘Home Republic’ brand and the style was ( Prism ). I purchased on line and to its credit It’s a fairly heavy and a fairly good looking quilt cover. But! , this was taken from the label, ( cotton front and back, cotton / polyester filling with Polyester lining! ) Mmmmm. No where did it mention the fact other than Cotton on their web page which is a natural fibre as it breathes, but this Quilt is Very hot to sleep und...er after a few nights sleep as it does not breathe with all the polyester in the manufacturing of it. Buyer beware if your your into natural materials as what is stated on the web page doesn’t match the actual label attached. Bottom line is , I would not have bought this if I knew beforehand it was not 100% natural cotton.
Wheres my Order
Still waiting on my online order from beginning on April it is now May, emailed but no response, tried calling put on hold then disconnected, terrible service never ever again will I order from you.
Adairs AWFUL customer service
Overpriced and SLOW. They have some lovely stock, however, really average staff who are more pushy than friendly. When they have sales on, I like to shop online so I don't feel so ripped off. I have done several orders over the years at different times of the year (they often have sales) and adairs are so slow on packing and sending orders. It always takes literally a minimum 2-3 weeks before they even send your items out. Then postage time exceeds their suggested wait time as well. Adairs always have excuses as to why they are taking so long ...to even ship your order and love to send you emails thanking you for your patience (eyeroll). If they cant cope with sales times, they need more staff as it's a consistent issue. As I said, I have made many orders over the years all at different times throughout the year and it's always the same ridiculous delay. I do a lot of online shopping and I don't experience this with any other company. They like to take your money, but your order is not their priority. My advice is, if you order online with adairs, be prepared to wait 5 weeks to receive it!
Great Online Experience
After placing my order on their easy site. I had no issue with delivery, goods fabulous as advertised. Prompt delivery and all my items were delivered together. Thank you. Highly recommend as a flawless transaction
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.
I recently bought their stonewashed linen sheets and they’re ridiculously good quality and so comfortable and gave us lots of beautiful colour options that I hadn’t seen in other stores. So glad I finally decided to buy linen here usually I just buy their art and homewares. Pleasantly surprised how much I love these.
- 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.
Great online purchase.
Bought two kids bedside tables and some linen during the coronavirus outbreak after another disaster attempt of shopping at Freedom (Save yourself the money and pain and just DON’T shop at Freedom!!!). Adairs shipped our stuff out immediately and they were packaged so well. Clear instructions, well protected, everything included and lovely products of a surprisingly great quality (they were kids products and the linen is thick and well stitched and the bedside tables are solid, nicely finished and include a wall support). Thanks Adairs! Nice that a company is still taking care of customer service right now.
over a month now and still haven't received my delivery
I placed an online order over a month ago in March and one of the items on my order is yet to be delivered. I called customer service and they said the item was out of stock and that the next shipment was in due in the beginning of April and that I would would receive my item mid April. Delivery was organised and scheduled for today but never turned up! I had to call Adairs to find out that my delivery was cancelled and that there was still no stock (well not enough to fulfil my order) and that the next shipment is due in early May and I would ...receive my item mid May.....pretty poor service in my opinion, especially not letting your customers know that there delivery has been cancelled. Customer service wasn't that apologetic and couldn't care less really considering I needed this cot mattress for my baby and I'll be waiting two months to receive this. I'll be cancelling this! considering I spend ALOT of money with Adiars....this will be going elsewhere now. Thanks for your brilliant service!
Horrible online service
I have tried calling for several days and emailing because I’m not able to purchase online and I haven’t heard back at all. It’s impossible to reach their customer service.
- Verified customer
Poor quality but expensive!
I purchased A super king fitted sheet, but it soon tore, I was expecting better as I had paid more dollars, also my super king duvet cover faded after a couple of washes, disappointing!
Still waiting for order to be dispatched after 14 days
I placed an order 2 weeks ago and it has not been dispatched yet. No response by phone or email despite many attempts to find out what's happening. I can understand postage being slow at times...but not sending out products within reasonable time is unacceptable.
- Verified customer
Appalling delivery time
Still waiting on an order that was dispatched 10 days ago, with no update.
Have been disappointed in Adair's lack of care in responding to emails.
I will update this review if things change.
Bought some terrible quality sheets with a money back guarantee but no way to get your money back!!
After checking out all their sheets in store, I found some to replace my old 500 tc percale sheets. The ones I chose were The World's Softest Cotton Sheets. Its hard to tell by feeling through the packet but they felt soft, although not silky which is what I wanted as I don't like the silky feel of sateen sheets. There wasn't anyone available to assist in store so I read the back of the packet about the sheets.
I wanted to pay a bit more for something of good quality and these stated they have a money back guarantee. I washed them before use ...then on the first night began to think that they did in fact feel silky. For the next couple of weeks I continued to use them. The moment I put any weight on the bed they would crinkle and crease and every morning instead of straightening the top sheet and tucking it in I would have to completely remake the whole bed as the sheets did not stay put. In addition, I have 2 large puffy pillows that float around inside the pillowcases as they are just way too big for the pillows. Threads on the stitching were loose after the first wash. This poor quality and the silkiness of the sheets led further to my dislike of them. I wanted to write a review of them so jumped on the Adairs website. There is a reviews tab but nowhere to actually write a review. I found my sheets and decided to read about them. Same blurb as on the packet of the sheets although at the very bottom of the website listing it stated that these were sateen sheets. The very thing I did not want!! Absolutely nowhere on the packaging of the sheets did it state that these were sateen sheets. I have since purchased a different pair of percale sheets from another retailer and have relegated my Adairs sheets to the back of the cupboard. Another thing that disappointed me is that they have a money back guarantee. Again though, absolutely nowhere does it state how to make this claim.
Still waiting for details for delivery on a bed head ordered 19/2/2020. Was told it was with courier - but have had no confirmation. Phone time is awful waiting forever to speak to a person. Service lacking in its focus on customers needs.Pity but deters me from future shopping..
3wks and no sign of my package!
Bought a quilt cover on 20 March. It's now 6 April and the best Adairs can do is send an email 1wk ago saying there's been a delay. No tracking code. No updates. I'm hoping that when the quilt cover finally turns up that it's excellent quality because I need something to make up for the super shoddy service!
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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