Reviewer Photos & Videos
Expensive poor quality items
Here I am 3 & 4 years after purchasing two complete king bamboo sheet sets and a duvet cover and the product quality is horrendously poor. When you spend upwards of $300 each on a sheet set you expect a certain standard and longevity. I can now say that both sheet sheets have faded significantly, the poor stitch work has come undone along hemming, three pillow cases have spilt and the elastic is dying on the fitted sheets. As for the duvet cover it has faded from vibrant colors to near white and the fabric has thinned so much there is even a sm...all tear. I’m so disappointed these items are not made to last the distance. Heck, I have cheep sheets and duvets covers from target that are 14 years old and still going strong.... Also Adair’s not doing enough to reduce environmental impact and ensure ethical labor. Shop elsewhere.
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.
- Verified customer
First time purchasing online from Adairs, 5 items and was easy to purchase online back on 13/4/20. The first 4 items came within a fortnight but 1 item not knowing was a bigger item took awhile so l called the Adairs Office they explain being a bigger item will take longer and with Covid 19 safety measures will take the delivery longer ,ok. I called 7th May problem in transit, 10th June will put a investigation into delivery, they called back and it was lost, l asked to reordered and send to the local store so wont get lost again. 15th July cal...led again by this time l had enough from the same response as the other calls still polite and friendly, they made a to call the local store to have it available this time in stock for me to pick up from and as l said this was the first time to order online from Adairs and it took 13weeks + for me to finally get my parcel only for them to say Thanks for being patient during this time.
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.
- 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.
- 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 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..
Adairs doesn't display all customer reviews
Generally Adairs has good products however sometimes thing's arrive dirty and foul smelling. I'm not sure if this is to do with warehouse storage or poor shipping container storage or both but it has happened twice. The products were "natural". The first one a wool rug and the second cane baskets (both were expensive). They were putrid as if decaying in moisture. I provided feedback as per their request. Only my positive feedback was displayed. I think it's important for customers who are reading their reviews to know that the reviews displayed in their website are selective. Transparency would be in the better interest of their customers.
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.
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 customer service and delivery
Delivery times are excessive and the lack of customer service, tracking, updates is disappointing. When you spend a lot of money people want reassurance its been received and sent professionally. Ive shopped in stores for years spending lots but online is a huge fail on their behalf. There are much better online retailers they could learn from. Still awaiting an item which their third party shows as delivered but apparently thats just delivered to the couriers depot. Confusing and misleading. Lady on the phone was nice but really shouldnt be chasing them up after 3 emails. Dont even bother emailing them.
I ordered two kids beds , they were delivered , I had paid for assembly , the deliveryman said he would not do the assembly ..I waited three days two men came back, they assembled the beds , left all the boxes on the floor , wouldn’t help me with them , said they don’t take away the packaging, Styrofoam left underneath the beds , it was so messy.. I’ve had very bad service from them plus a lot of their dimensions are inaccurate in the catalogue.
Poor product description and service
I’ve been a loyal customer for years, and I am a member of their Linen Lover loyalty program. Recently, I purchased some quilted products online. The description on the website stated that it was all cotton, however, on the actual package it was clearly written that the filling was polyester. I would not buy those products if I knew that the description was incorrect. I sent it back without any delays in the very beginning of July. Then, on the next day, I sent back another item from the next order, because it had a mouldy smell. It was also de...livered to them more than 20 days ago. There is still no indication (I just checked my online account) that they are processing any of those two refunds. It is impossible to reach customer service over the phone and I contacted them via email 3 times (on 31/07, 02/08, and 06/08), but didn’t receive any reply. It feels pretty rude and disrespectful.
Kmart and Target have better quality and for half the price
I purchased a few items from Adairs kids and I suggest to others not to waste your money. For example the kids foldout couch, my children love the one I had from Kmart which is still lasting, however the Adairs one only got through less than a year before breaking. The patterns and designs of Adairs are all very cute but I feel for quality and value for money you can get just as good if not better elsewhere.
Ignoring customers seems to be the norm.
Going into Adairs today at the Base in Hamilton was not a pleasant experience and I left feeling like I was a pest for being there. When I walked in I could see one staff member talking to a customer so I stood by the rugs and waited for a staff member to acknowledge me and come over as I saw two at the back, one fixing bedding and the other a short distance away sorting towels. I looked towards them and they looked at me but did not acknowledge me or leave their post. I then moved up closer and stood looking from one to the other. They wer...e talking to each other and deliberately did not look my way but obviously could see me. I then walked around and saw a fair haired girl pushing a trolley of items. I called out "are you a staff member" as she clearly saw me but also ignored me. She looked a little annoyed that she was interrupted but stopped and I asked her if she could take down a rug from the stand to let me see it. This she did but no friendly smile of encouragement from her and I could sense she had an attitude about having to talk to me about the rugs I felt really uncomfortable in her presence. I also asked about the cushions and how much they were and told her I was also a member. While she was getting the price of the cushions I noticed that there were a couple of flaws in the rug and told her so. She said they are all like that and I told her that if that was the case I would not pay the $210 or whatever it was for it as it was flawed and it would annoy me seeing it each day. She seemed irritated that I had made such a comment. I asked her where the manager was and was told she was at a management meeting in Auckland. I hope that at the next management meeting someone who cares about customer service and its importance will bring this matter up. It is not good enough and I am very reluctant to go back there. It is just not good enough!
Online Customer Service NEED MAJOR IMPROVEMENTS
Love Adairs, regularly shop at Adairs as I do like their products, unfortunately the online customer service needs a big revamp!
Purchased items in store, some items not available in store so have had to order them from the warehouse, after calling and emailing questioning where the items are, just got a one line responses in italics (generic online statement: "During major Linen Lover events and sale, online orders may take slightly longer to deliver due to high order volumes. We will always endeavour to ship your items as soon as possible." ...With no personalised response. Am yet to receive product, unfortunately after this service I will just have to shop else where unless you do improve not only your online service but the customer service that you offer online.
Good product range. Terrible customer service
Terrible customer service - sales driven not customer focused. Left tweed city Adairs following a purchase feeling inadequate due to the sales assistants condescending tone of voice and poor pragmatics because I didn’t want to purchase a set of sheets to go with a quilt as I was on a budget.
After being a regular customer of Adairs for 15 years I recently ordered a large item during their VIP sale. I was told that I had to deposit payment into the Adairs bank account as they did not take credit cards! I was also told that I would receive a call when the item was in store and ready for collection. I have been waiting for a month and everytime I call to enquire about it the computer is frozen and they promise to call me back but this never happens. Needless to say Adairs has had my money for a month now but I still do not have my item. As much as I love the quality of Adairs products, their staff at some stores spoil the whole shopping experience. Very disappointed indeed.
Customer Service non-existent
The products in their shops are good overall but the wait time to phone customer service is disgraceful. I've given up twice so tried their email contact. Zilch. Thankfully the store staff are efficient.
Misleading catalogue prices
I went into my local store to purchase a rug they had in their Spring catalogue only to be told they don’t stock rugs as they don’t have the space to store them and they would have to order it in. No worries so I paid for it and was told it will be delivered to my home. 15 minuets after I left the store i received a phone call from them asking if I could come back and pay an additional $50 for delivery. I’m not sure why I’m paying for delivery when I purchased in a store out of their store catalogue. I’m sure they get stock delivered every week...and I am more then happy to pick it up from them. I feel this is very misleading advertising on their part to advertise a product and price in the catalogue only to charge you additional $50 because they don’t have the the item they advertised in store. I could understand paying delivery fee if I had brought it online though they advertise on their online site free delivery over $150. Very misleading on their behalf. If they know they don’t keep certain stock, advertise the true price including delivery. Very disappointing behaviour on their part.
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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