Australian Outdoor Living Questions & Answers

Hi Andrew, the app is called: Connector App

That's definitely not right ours are silent. And they can program all blinds yo be the same number cause that's how ours are

Hi Emma - they may usually be silent, but since installation ours have made a screeching sound - is there someone I can have look at them?

Hi Greg, thanks for reaching out! It depends on what's causing the squeaking. Often, it's due to friction along the tracks. Our installers recommend using a silicone-based WD40 to lubricate the tracks, carriers, pivots and brackets. If the issue persists, please let us know.

For simultaneous operation, you may need to program your remote to control all blinds at once and be on the same channel/number. If you need any help or still have issues, please email us at feedback@aol-hq.com.au and we can organise someone to come out and have a look for you.

Kind regards Julie

Hi Greg, the installers told to spray a silicone based lubricant into the tracks every 3 months for smooth operation.

Thankyou to those who came up with the solution - I can confirm I have resolved the issue with Silicone WD-40. Interesting when we had them installed the installer never mentioned using WD-40 at all, and never mentioned having a 3 monthly schedule, which I have now transferred to my diary - thankyou Rob O - and thankyou Australia Outdoor Living.

Hi Chris, Thank you for reaching out, and I sincerely apologise for the delayed response, looks like we must have missed your message earlier. Could you please email us the picture of the blind so we can assess the situation? You can send it to feedback@aol-hq.com.au and we can communicate from there.

Thanks again for your patience.

Kind regards, Julie

Its 7 March 2025 and I am still waiting for a resolution! Appreciate feedback. Regards Chris

Yes it was me.

Hi Chris, I'm so sorry to hear! I understand how frustrating this can be to you. I've asked them to contact you ASAP and someone should be calling you now. Let me know if you need anything from me. Cheers, Julie

Hi Shreyas,

Thank you for your query. Unfortunately, we do not offer concreting services.

Kind Regards, Teegan

Heidi, Gary (who installed our blinds) said that if we had any issues to call Australian Outdoor Living and they would cone out to adjust. We read the Manuel as well and you are correct that there is no information regarding adjusting high or low levels. Good Luck. David

Hi Heidi, Thanks for getting in touch with us. I have passed this on to your local branch. They'll be in contact with you shortly. Kind Regards, Teegan

Hi Elsa, Thanks for getting in touch. Unfortunately, we don't offer tarps. We wish you the best of luck with your project! Thanks, Teegan

Hi Pascalis, Thanks for your query. Just to confirm, are you referring to an order cancellation or an appointment cancellation. Warm Regards, Teegan

An order cancellation job has been paid for but nothing started yet. How do we go about canceling and getting a refund?

Hi Pascalis, Could you please advise me of your phone number and suburb/postcode so I can alert this to your local branch. Kind Regards, Teegan

Hi Sharene,

Thanks for getting in contact with us.

It would be best to give us a call on 1300 13 13 49 so your local team can chat to you about the requirements of your project and provide some more information.

Thanks, Teegan

Hi CT,

Thanks for getting in touch. The app is 'Connector' and can be found on the android app store.

Kind regards, Izzy

Hi Marie,

Thanks for your enquiry. Please give us a call on 1300 13 13 49. Your local team would be happy to chat with you about your project and provide some more information.

Thanks, Jordan

Hi Trish, Thank you for getting in contact with us. My apologies that your experience with us fell short of expectations. We pride ourselves on providing high quality products with excellent customer service so to know you are unhappy with the final product is very disappointing.

I’m having trouble identifying you from the information you provided. Could you please email us at feedback@aol-hq.com.au with your full name, state/postcode, and best contact phone number? We will investigate your situation and be in further contact with you.

Kind Regards, Jordan at AOL

Hi Veronica,

Thanks for your enquiry. We’re sorry to hear of the issues with your wind-up pole. Could you please provide your postcode/state so we can enquire with your local team?

Kind Regards, Jordan at AOL

3029 Victoria

Hi Veronica,

Thanks for helping us with that. We’ve referred your issue to our Outdoor Blinds Production Manager. They will be in contact with you soon. Please let us know if we can be of any further assistance.

Kindest Regards, Jordan at AOL

Still waiting for someone to contact me

Hi Sami, you would have to ask Australian Outdoor living as I do not work for them. I’m sure they will be able to advise you Regards Rose

Hi Sami,

Thanks for your enquiry, Apologies for the delay. Unfortunately we cannot convert classic manual Outdoor Blinds to electric Smart Track. If you have any other questions please don't hesitate to ask.

Kind Regards, Jordan at AOL

Hi there, Thank you for bringing this to our attention. I would like to find a resolution for you as soon as possible. Can you please provide your full name, suburb/state and best contact phone number in an email to feedback@aol-hq.com.au? I will then contact you regarding this.

Kind Regards, Jaclyn

Hi Jaclyn, thank you very much for your quick response. I called Andrew this afternoon, the salesperson whom I met yesterday about this issue as well. He told me that he will send me a written email or something about the 5 years warranty, and that if there is tear in the blind due to rain and storm below 100km/h, AOL will replace it for me. So I was looking forward to his email tomorrow.

However, just now I just received a call from a man named "Troy" or something? He said he was calling on behalf of you and that he was helping you to follow up with me about case. He was arrogant and rude, didn't put himself in my shoes as a customer who is concerned about the purchase, and not looking forward to resolve my problem at all. When I told him that I spoke with Andrew (the salesperson) this afternoon and that Andrew will send me an email, he said Andrew will never send me the email. I told him that I will just wait until I hearback from Andrew before making any decision. He then said he is Andrew's manager, and that even if I bring it to the marketing or social media, it will still go back to him. He is the person in charge and in power to decide. He kept pushing me to cancel my order and told me that I don't have to escalate this because it will be useless. Apparently, he is not calling to resolute or make me feel like a valued customer?

Is this how your company handle customer? A salesperson making false statement, and the Manager (or the person in power, as he said it) didn't even put himself in my shoes to understand the situation. Nevertheless, customer satisfaction comes last?

I was really disappointed with how this is being handled. I am not a first time customer. I had ordered a pergola from your company, and as discussed with Andrew (salesman), am actually looking forward to ordering another 6m blind and artificial lawn once the pergola is up (I am still waiting for the construction of pergola from AOL).

Before this, I had really good impression of AOL and thought that I would rather let AOL takes care of my outdoor living needs. But I am really disappointed with how this is being handled. Instead of apologising for the misunderstanding or false statements at the start, he spoke arrogantly and bluntly. He kept pushing me not to escalate but to cancel the order, which didn't help me find a satisfactory resolution at all, he simply just didn't listen (he literally asked me to shut up and f-off).

As a consumer, I just want honest facts about what I puchase and I don't think this request is unreasonable. Can you get someone who can really handle this professionally, someone who is living the values and standard of the customer care that your company talked about?

I appreciate and thank you for your assistance.

Hi Su, During summertime, artificial grass may increase in temperature if exposed to the sun for extended periods. If the temperature is uncomfortable to touch, we would recommend wearing shoes or using a picnic blanket (whilst staying under the shade to be as sun smart as possible during those high-temp days).

Otherwise, a quick spray of the hose cools down the lawn.

Kind Regards, The team at Australian Outdoor Living

Thank you

They were very dismissive of me when I tried to point out where they screwed up. After job done, i got a threatening email re: payment. Not a company I would ever use or recommend

aol know their clients have absolutely no power to do anything if there are problems and take advantage of if which they made disgustingly clear by their response to me. Unfortunately for me i was unaware of product review before engaging with aol. If you actually read through the positive comments they become quite comical and sound too good to be true and you realise the people commenting are just getting a discount to leave a positive review. In the end they couldn't resolve structural and cosmetic issues and refused to compensate me for damaging my property. I wish I didn't make final payment or sign the handyman's paper work because apparently it over rides industry and engineering standards.

Hi Ryan and Roslyn, It is disappointing to read your negative comments about Australian Outdoor Living. It means a lot to us when homeowners choose Australian Outdoor Living for their projects. We work hard to ensure that our clients are happy for choosing us. Most of the time, we achieve this and are lucky enough to receive some kind words in the form of a review, or post on our Facebook page. We're upset to read that this doesn't sound to be the case for you, and that this has led you to feel so negatively towards our company and even questioning the positive feedback we do receive from other clients.

We only ever ask for honest feedback. This is what is important to us, as it confirms what we're doing right and allows us the chance to improve experiences where possible. Once in a while we have tried to reach a resolution with a customer but they remain unhappy and begin to leave multiple negative comments across our Facebook page and advertisements. We do unfortunately have to remove serial posters from our business page as it has gone past a productive dialogue and becomes damaging to our advertising efforts.

We realise that 13% of our reviews on this listing are 'negative'. Please know that we take these posts very seriously and appreciate them just as much as the 'positive' posts; as these allow us to learn from, and get better at what we do. We'd like to reassure you that the 85% of 'positive' 4 and 5 star reviews on this platform are legitimate, and the result of years of hard work our team has put in behind the scenes.

If you would like to discuss this further we welcome you to contact us at feedback@aol-hq.com.au. (Please quote reference number PR16420Q.)

The team at Australian Outdoor Living

Hi team at Australian Outdoor Living Its confusing to read your response as what you say doesn't reflect AOLs actions in my case. I originally contacted the feedback link you shared and you ignored me. I would like to talk to someone From AOL Management that has basic knowledge in construction and blind installation. Can you please provide me with an engineers report on cutting and modifying blind mounting brackets. Also can you explain to me why I can't comment on fb? I shared product review link twice. "We only ask for HONEST FEEDBACK"

Discounts for positive feedback should be illegal

Are you in Perth? The service experienced with AOL for my neighbour is atrocious! They built a pergola 2.5 years ago. Several months ago the colourbond metal started to develop pitting and rusting. Now, a few months later, this is occurring all over the pergola. AOL are not interested. The photos sent to them show a lot of dust on the beams and although it was explained that at the time of taking them, a deck was being installed underneath, they are claiming that as it was dirty, the problem is due to improper maintenance! Despite assurance that it is in fact regularly hosed down (as the installed blinds require regular hosing and the whole patio is done at the same time) they continue to claim it is due to maintenance. They even had the gall to say that it should be regularly wiped over with a cloth and soap! This is an outdoor patio - who would ever expect to need to do that? How dangerous - the peak is quite high too!! Not to mention there is no mention in the contract, nor were they ever told, that this was a requirement. I have lived in properties with steel patios far, far older than theirs and they have never shown wear as bad as this - and certainly not appearing within 2 years of installation. My neighbour has been trying to get responses from AOL as the problem is spreading, however they continually fob her off, claiming A maintenance issue. I claim their product is not fit for purpose! My neighbour has saved too hard for this patio to allow them to fob her off and she will continue to fight it, however it is extremely stressful for her. AOL have been rude and condescending - that is, when they bother to respond at all. For this to be acceptable to AOL they are obviously using an inferior product and do not seem surprised, concerned or bothered by their customers problem. Buyer beware!

Im in Bisbane. Unfortunately AOL aren't interested in helping anyone after final payment and are definitely not interested in your feedback. All the staff i engage with lack basic knowledge in their products and services will blame you refuse to acknowledge questions asked and will cease contact as soon as they can whether by phone or email. If you know the product is colourbond contact Bluescope steel limited or visit their website for warranty info regarding colourbond. I would recommend leaving a review of their experience on product review and sharing your neighbours experience on facebook instagram with friends and family. Don't bother leaving feedback on AOLs facebook page they will delete it and block you. The only thing AOL have to offer is ignorance and incompetence I wouldn't trust them to run me a bath.

Hello Ken, Thanks for getting in touch. I believe you are interested in our SmartTrack Outdoor Blinds? They are relatively new and proving very popular! Our Victorian office has done work in Bairnsdale before and would be more than happy to pop out and visit you also. Please call our team on 9930 7600 when you have a spare 5 minutes and we can arrange a suitable time.

We look forward to chatting with you more about the project.

Kindest regards, The team at Australian Outdoor Living

Hi PaulP, Thanks for getting in touch with your question. Its exciting to hear that you are looking into installing Outdoor Blinds at your place. Thank you for thinking of Australian Outdoor Living!

We use a unique wedge welding technique to minimise fraying on the edges of our blinds. This is opposed to the more common stitching method. We find that this technique greatly reduces any loose threads and offers a neat, crisp edge. As you can imagine, over time stitching exposed to our harsh Australian sun can disintegrate from the UV exposure too. The wedge weld avoids this altogether.

I hope this clears things up for you. If you're ready, I welcome you to contact me directly at ahand@aol-hq.com.au and I would be more than happy to get the ball rolling for a free measure and quote.

Kindest regards, Alexandra Hand

Thank you, so no one else in Australia uses this method?

Hi PaulP, You're welcome. I have asked the question for you, and both our Sales Manager and our Manufacturing General Manager can't confirm as, to be honest, we're really not sure. We are involved in a lot of trade shows and they both said they haven't seen the same technique used on the edges of these kinds of Outdoor Blinds.

Please let me know if there is anything else I can help with.

Kindest regards, Alexandra Hand

Thank you for the response. If this approach is better, then why would others not use this the approach?

Hi Paul, I am not entirely sure and really can only speculate. Australian Outdoor Living offers a premium product. We invest heavily in research and development and are forever looking into ways of improving our product and staying ahead of the game. Ensuring that we offer a high quality product that we can be proud of, and that our clients will be happy with for many years, is important to us.

Of course, a premium product with comes at a price. We can't offer this quality product and peace of mind, at a "cheap" price. Some are willing to forego the quality to offer a lesser price.

Perhaps others simply don't know about this method.

As mentioned, we would be happy to chat about this method further, answer any other questions you may have and offer you a free measure and quote too. Feel free to call your local office on 1300 13 13 49 to arrange this, otherwise I'm happy to help you arrange this (I just need some extra details from you).

Kindest regards, Alexandra Hand