9,907 reviews
AI reviews summary
Overall sentiment for Temple & Webster is highly polarised, with the majority of customers praising the extensive product range, aesthetic appeal, and competitive pricing, while a significant segment reports severe logistical and post-purchase failures. While many experience "lightning-fast" delivery and straightforward assembly, a recurring pattern of "nightmare" scenarios exists involving missing components, damaged goods, and delivery partners leaving bulky items in unsecure or inaccessible locations. The automated "Sage" AI bot is a major point of friction, frequently described as useless for resolving complex issues, though a specific customer service representative, Helen, is repeatedly credited with successfully mediating and resolving disputes that the automated systems could not.
Pros
- Aesthetic and Variety: Users frequently praise the "huge range" of stylish, modern furniture and homewares that accurately reflect the professional photography and "see it in your room" website features.
- Value for Money: Products are commonly described as "great quality for the price point," often outperforming similar items from big-box competitors in terms of both style and cost.
- Speedy Delivery (Standard): For many successful transactions, items arrive significantly ahead of schedule, sometimes within 24–48 hours of ordering.
- Ease of Assembly: Most flat-pack items are noted for having clear, precise instructions and well-marked components that make DIY construction simple.
Cons
- Ineffective Automated Support: The "Sage" AI chatbot is a primary source of frustration, with users reporting it provides circular responses, lacks empathy, and cannot handle issues like missing boxes or incorrect items.
- Logistical Failures: Significant recurring issues include split deliveries (where only one of several boxes arrives), "ghost" tracking updates, and couriers leaving heavy furniture in unsecure common areas or blocking gates without authorisation.
- Poor Quality Control on Specific Items: Multiple reports highlight "cheap and nasty" materials in lower-end ranges, misaligned screw holes, and items arriving with "white dust," stains, or transit damage.
- Difficult Returns Process: Users frequently complain about being forced into store credits rather than refunds, high return shipping fees for bulky items, and the requirement to source original-sized boxes for returns.
Verdict
Temple & Webster is a reliable choice for affordable, stylish homewares when the transaction goes smoothly, which it does for the majority of users. However, consumers should be prepared for significant difficulty if an order is damaged or incomplete, as the company’s heavy reliance on AI support and third-party couriers makes resolving "edge case" problems exceptionally taxing.
I ordered 3 large items, a mattress, a bedframe and a beadhead. The website experience was ordinary. Directed to Paypal twice which was weird & order finalised before address could be checked & confirmed. Paypal had an old address on file & of course the website picked that one! Then some stuffing around trying to change the delivery address… Read more
but could not change my billing address (my post box) so I went on chat as you can’t call anyone.
The online chat I would describe as DELAYED INCOHERENCE. T&W seem to let people loose with a keyboard who cannot communicate coherently. It took ages to re-explain to incoherent person that I wanted to update my billing address. But after more than 30 minutes of this I left in frustration not caring if the billing address was updated.
The deliveries: WHAT A WASTE OF YOUR TIME THIS WILL BE.
Each delivery was on different days but you only get a notification ON THE DAY that it is being delivered. That meant for one of those days I had to turn around after arriving at work with no notice to my employer & came home. Then, no update as to what time range, no call, no text & no message to say you are next. Absolutely NOTHING.
What sort of primitive delivery rubbish is this?
Then the last delivery message came through that delivery was made. BUT IT WASN’T. It was delivered to the wrong address, same number, same suburb but different Street name. Are there words to describe this level of incompetence?
Then a complaint email to T&W & the reply was insipid with a few words that we are all familiar with but not addressing much of anything in my complaint, and my billing address is still missing. But that doesn’t matter now as T&W will not be getting any more money from me.
I haven’t commented on the quality of the items that we did receive but on putting the bed together it is made of flimsy materials so I will be surprised if it lasts very long.
The refund for the delivery that was delivered somewhere else is on its way & I caution anyone that is thinking of buying anything from T&W to read this & think very carefully about the extremely poor experience you may encounter.
If anyone wants the transcript of the incoherent chat please let me know.
RESPONSE AFTER T&W REPLY
I have given T&W two opportunities to address many issues & you still pretend you care. I doubt that and you won’t be getting a third opportunity. Deal with the issues I and others have exposed. Goodbye.
Tried to cancel order within hours, no cancel order button. I promptly messaged but after hours so the ai sent in my request for cancellation along with order number. Item had not been dispatched. I receive an email asking for name and email address. Information they had. Responded with in 30 mins. Day later item is dispatched. They deliberately tried delay tactics in order to send the item. I have screen shots and will escalate this. Show details
Absolutely Appalling Returns Service My experience with Temple & Webster's returns process has been nothing short of appalling. I arranged a courier pickup for a return and waited at home specifically for the collection. Instead of collecting the package, the driver called to say he was unable to pick it up. I then arranged a second pickup and,… Read more
following the instructions provided, left the package clearly visible at my front door.
Once again, nobody collected it.
When I contacted customer service, I was told the driver had attended but could not see the package. This explanation is absurd. The package is large, impossible to miss, and was placed directly beside the front door exactly as instructed.
I called again this morning and was once more told that the driver had attended but could not locate the package. At this point, I seriously question whether the courier attended at all. It appears easier to claim the package could not be found than to complete the collection.
What should have been a simple return has turned into weeks of wasted time, repeated phone calls, and endless frustration. I have done everything requested of me, yet Temple & Webster and their courier continue to fail to collect the item while offering the same unbelievable excuse. The complete lack of accountability and failure to resolve such a basic issue is unacceptable. Customers should not have to repeatedly chase a company to return an item and obtain a refund.
Based on this experience, I will think very carefully before purchasing from Temple & Webster again and would caution others to consider what might happen if they ever need to return an item.
One star is generous. The product may not be the problem, but the returns service certainly is.
Reviews with attachments
Such a beautiful looking sofa bed, very comfortable! Great quality corduroy and ideal for visitors. Extremely happy with the super speedy delivery also. Show reply
We bought the Chloe velvet bed frame with led lights from Temple and Webster. My daughter loves it. It’s beautiful. We also got the mattress from Temple and Webster and it’s superb too. Show details · 1
This sink was prefect for my little kitchen reno. Suits the traditional style and compliments my tapware. Show reply
I love the Rex 3 door buffet from Temple and Webster! It was super easy to assemble, and finished of my study perfectly! Show reply
The chairs are really beautiful. I am really happy I bought this product. It looks gorgeous and is very comfortable Show reply
Love my new rug from Temple and Webster. The quality is amazing, it’s so soft under foot and the colours are beautiful. Super fast delivery, it took less than a couple of days to get to me. I have purchased many things from Temple and Webster in the past and they have always been amazing to deal with, even when needing to return an item. Show details · 1
This vanity is beautifully made and exceptional quality. One of the things I love most is that it can grow with my daughter — it's perfect in her bedroom at 6 years old, but stylish and timeless enough to still suit her when she's 16. A piece she'll enjoy for many years to come. Show details · 1
Loved my product I received it on time and the price was reasonable. One happy customer!! Show details · 1
Great company to deal with. Excellent and well priced products. This is my second light fixture purchase and I’m very happy with the chandelier. Show reply
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Very happy with the quality of our side tables . Easy to assemble. Look great Show reply
Products are always top quality. Easy to assemble. Have ordered a few items from this company and always have been happy. Show reply
Great products. Have purchased 3 rugs/hallway runners and all are of great quality and shipped very quickly. Show details · 1
- +1
I absolutely LOVE Temple & Webster. Everything I have purchased from them has been of incredible quality! The shipping is so fast. I’ve purchased rugs, that have been true to the pictures, chairs, furniture, and it’s all been excellent and very affordable. I won’t shop anywhere else! Show reply
Well so far, no resolution although I have been promised one soon. Mmmm. I wonder what will happen? I purchased a trampoline for my grandson for his third birthday and yesterday, the zip broke rendering the item unusable and dangerous. It really was a very fragile zip, not very well make or thought out, it should have been a double ended zip but… Read more · 1
it only had one side and there was no way we could fix it. Very upset three year old ensued! So today, I decided to chat online with customer service to try and resolve my issue and get some satisfaction - but I feel I got fobbed off, when you hear things like "We sincerely apologize for the inconvenience. At the moment, we are experiencing a temporary system issue, which means we’re currently unable to confirm whether there is available stock for a replacement part." It did not give me any confidence, I don't really know any more now that I did when I began chatting, almost spent an hour online. I was also told "in the meantime, I’ve created a case for you so your request is recorded and prioritized. Once our system issue has been resolved, we will reach out to you directly with an update and provide a suitable resolution for your case." I cannot say I feel as if my issue is a priority! I thought Temple and Webster was a reputable organization but I am dismayed by the lack of concern over the safety issue, which they never mentioned. I even said I would just accept a new net with zip and that they did not have to send an entire new trampoline but I got another bland reply, but no real information. As it took my son four hours to assemble the trampoline, he is not keen on doing it again, hence my accepting just a new net with zip but even that could not be resolved in this customer chat service. Anyhow, I will update this when I get a result, I am actually hoping they read this on Product Review and maybe they will spring into action! That would be nice. Will let you folks know what happens next, let's just say I know my rights as a consumer and don't appreciate being treated like a non entity.
My daughter loves it. Easy to put it together and lots of space to put clothes on it Show reply
Latest follow-ups
I recently purchased two marble based lamps but had to return one as the bases varied in colour. Alicia made the process so easy for someone so unfamiliar with online shopping at no extra cost or inconvenience to myself. Thank you Alicia Show reply
Follow-up · Assembly was required but is very basic and that’s coming from someone who often needs help with assembly. The lamp is very sturdy and the marble base and metal stem gives it an extra level of sturdiness. The brightness and light is perfect in my bedroom for reading or watching TV.
My friend purchased the bar stools they looked great very comfortable so purchased for our new abode so easy to assemble delivery great lovely company to deal with thank you Show reply
Follow-up · Matched perfectly with home stools are very comfortable and surprisingly very sturdy
Have made 2 recent purchases from TW - excellent (sale) pricing, quality items, packed expertly and posted quickly. Overall, a very good online shopping experience Show reply
Follow-up · A follow up on TW … again could not fault in any way, cat bed arrived quickly and well packed. The bed was together in minutes and my furball was sitting in it shortly thereafter looking very pleased with himself. Will not hesitate to look on TW site when in need of something - the whole process from searching through to receiving purchased item couldn’t be easier. A lot of other online sellers could learn a lot from them as to how to operate!
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Positive reviews
I have changed my address on T& W website but they have now twice delivered to my old address. I am fed up with the incompetence of these people and the lies I have been told.They just can’t get it right.I won’t ever deal with them again,after 5 requests to get my address correct they just can’t do it.Pathetic++++ Temple and Webster did mediate… Read more · 1
with us , delivered our chair to the correct address and gave us some refund for there previous error with the cupboard we purchased and had to retrieve from our previous address ourselves. Phoned us and emailed during the mediation process. Thankyou
This was our first purchase with Temple and Webster and it was an overall great experience. Fantastic deal, quick delivery and quality product. I would highly recommend. Show reply
We were looking online for a comfortable dog bed for our elderly Staffy. Went through all the options at Temple & Webster and narrowed it down to two. Picked the one that looked most comfortable and easy to clean and purchased it, the item arrived in about 3 days packaged perfectly and when unpacked. It was exactly what we wanted, our Staffy loves… Read more · 1
it and she seems so comfortable on it, falls asleep so easily and it keeps her high up off the cold tile flooring. Great item, exactly as described and easy to clean and arrived so fast.
Negative reviews
Worst possible service. Contradictory advice received about collection and delivery of goods. Freight company says they don’t have the goods…yet TW app says it’s picked up and on the way. The SAGE AI bot is useless. The response from TW support says it is still in pick up stage whatever that nonsense means. It doesn’t take over a week to have… Read more
something sent from one side of Melbourne to the other. It is less than 30km. They promise the world to suck you in to buy their stuff and then have all the obfuscating excuses when you start agitating for answers. Probably just a drop shipping service and they don’t have the stock I paid them for. I have now asked for a full refund, so it’s now a waiting game.
Terrible communication and Returns - after unnecessarily prolonged Return comm, informed in writing they'll 'refund in full' (inaccurate item) on 5May'26, but still yet to receive Return Label (9June'26, am now emailing them daily). Returned another item after eventually receiving return info (poorly advertised sizing) still waiting promised Refund. Another item, sent wrong colour, they wont Exchange (or Return item), I'm stuck with it.
Terrible customer service. I have asked a simple question and was promised a response in couple of days but they never got back to me. Weeks has passed and nothing happened. I have explained that the matter is urgent because it involves 5 year old sleeping problems. You would think they will have more decency. Janina Mizeracki
Recent reviews
The product quality is excellent; however, customers should be aware of the delivery service. My parcel was left downstairs near the apartment mailboxes without a signature and was marked as ATL even though I did not authorize this. The delivery photo clearly shows the package was left in an unsecured common area. This puts customers at risk of… Read more
having their parcels lost or stolen. I recommend reviewing your delivery procedures to ensure parcels are delivered securely.
Ordered a planter for $113.90 as present for daughter. When delivered it was extremely flimsy & poorly made. I returned it immediately, was charged $27 & didn’t receive a refund but a credit note. A previous customer but will never shop there again. Yolanta 0418311549 The issue has been resolved & I’m very happy to have a full refund & also postage costs especially as other purchases with Temple & Webster have been great. Show reply
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Update: Since posting this review, I was contacted by Helen from Customer Service, who was… Read more