Reviewer Photos & Videos
It's all great, until it's not...
I've ordered 5 items from T&W and up until recently would have given them 5 starts. Good value, great website, fast delivery, good service if anything is not up to scratch.
HOWEVER, unfortunately one of the items (a $400 lamp) started to have issues 4 months after we got it (flickering a lot and one lamp stopped working completely). T&W promptly sent a replacement - great service! Unfortunately this one had the same issue, plus was bent and the lamp shades didn't fit properly. They refunded me the full amount, again, great (though clearly not ...
Item missing due to driver lying about delivery
I bought a rug from TW with the dispatch date on Monday 11th of October (the only reason why I bought it from them). The rug was delivered on the 5th of October, no one was at home to receive. In fact, the apartment was vacant as I was only getting the keys next day.
I called the company and the driver said someone answered and told them to leave at the lobby as they'd pick up. This is a lie because 1) the apartment was vacant, no one could've answered 2) I did not give authority to leave the parcel, so they're required to take my signature. ...Chatting to the shipping company they put the fault on TW. Chatting to TW they are super apologetic and say they're investigating and will get back to me. That was 7 days ago and I didn't hear anything back as of yet. At the moment, I've spent $200+ dollars on a product I don't have. I'm not interested in a refund or discount, I just wanted the product I've purchased. My next step will be contacting the ACCC as Temple&Webster is clearly not interested in solving my problem and the whole experience has been nothing but frustrating.
Towel set great value for money - towels thinner than I hoped for but effective. Loved that the set included face washers as well
Disapointed in this online store, looks great but slow delivery
I purchased a rug at the end of August and it was in stock in Sydney so I expected delivery within a couple of weeks max but here we are nearly 4 weeks later and it is still sitting at the delivery warehouse since 2 days after ordering. They don't answer emails and in the automated email reply when you ask a questions says "it may take up to 7 business days to get back to you."
Poor customer service and obviously is understaffed.
Buyer beware I suppose.
Shame as they seem to have a very extensive and professional looking Online Store and I wou...
Gone downhill since my last review but that’s down to their choice of courier.
Bought a bed and mattress and bar stools. Bed was delivered in a timely manner.
Bed didn’t assemble properly and was a completely different colour to the one on the website. Some screws had been previously overtightened and had stripped the wood resulting in me having to buy larger screws.
No screws came with the bed slats.
Mattress still not arrived after 3 weeks. Different excuses given every time contact is made. Tracking shows it was in a truck in Melbourne for 1st week and has now been in a warehouse in Sydney for over a week. On...ly so many times they can use Covid as an excuse so I’m this regard there customer service has not been up to scratch. Bar stools were worth the money although an expensive delivery fee and took over 2 weeks.
Bergen Semir Rug
My new rug has completely transformed my space and made my home much cosier. I ordered the 280 x 380 Lifestyle Floors Bergen Semir rug. I was happy to find a rug this size! It is also true to the print advertised. The rug is not as as thick as I expected but still just fine. It is pretty light weight, which is a good thing since it was accidentally delivered to my neighbour's place and I had to carry it to mine. I was not happy with the delivery time and tracking service. It took about 6 weeks to arrive. I would have appreciated regular and mor...e accurate tracking. Some links I was given said the item was being shipped from Sydney. Other links informed me the product was leaving Victoria, going to Sydney to be "sorted" only to be shipped back to Victoria where I live. On the day of delivery I got notifications saying it would arrive +/- 2hrs of 11am. It didn't arrive until 3:30pm and even then it was delivered to the wrong address. Overall the rug arrived in good condition but one corner had frays and dirty black marks. This was hard to clean out and I didn't get it all out. Given the cost of the rug I would expect it to be spot free. There were a few pulls at the back of the rug which don't seem to affect the top side. Overall I'm happy with the rug but wouldn't pay full price for it. *I had posted this review on the temple and webster website but they removed all the information I shared about the delivery, which is why I am posting this review again here. I am also expecting a cabinet to arrive (which I ordered long before the rug) and am also experiencing dramas there. Because of these delays and the poor communication in tracking, I will unlikely be purchasing from Temple and Webster again.
Good Products Let Down By Super Slow Delivery
T&W have good products with pretty good pricing but their delivery time is appalling. Ordered a cabinet & 3 weeks later it still hasn't arrived. Most of my purchases came 3+ weeks after purchase and delivery price was not cheap! I am still waiting for a cabinet that I order over 3 weeks ago. Yes I know Covid is delaying things but you charge high prices for your delivery service & then expect us to wait way too long.
Do not honour promotions
I have shopped with T&W before and the customer service was exceptional however this time it was appalling. T&W sent me a free postage voucher for my birthday which I tried to use to save the $28 postage to metro Victoria. My postcode was included in the T&C's. The code did not work and the Chat Specialist raised a case number to investigate the problem. After 7 days and several follow-up chats the issue had not been resolved and no information regarding the problem was offered. Unfortunately I had to proceed with my purchase as I also had a gi...ft voucher with T&C however I will not buy from this site in the future. Beware if you have a problem you will be dealing with a overseas help centre. # 24/08/2021 - I was contacted by T&W and they have honoured their "Free Shipping" with a full refund. Thankyou
Small one is fine but the larger one broke after a week so now have to lift the lid by hand - not very impressive
Finally got a resolution to my case
I ordered two items with this company and both were delayed. I contacted them through their live chat on numerous occasions, but all the agents were unhelpful and wouldn’t do anything in regards to my issue until I wrote a review here and got noticed.
After a long battle of over a week, I am going to finally get my delivery fees (over $150) refunded, so I am happy as I think that it’s only fair.
In regards to the items I received, the console table I bought named “ X-Brace 2 Drawer Oak Console Table” is great, didn’t require assembly and arri...ved undamaged. However I also bought a coffee table named “ Hamptons Coastal Coffee Table “ and this one has unfortunately arrived damaged. I contacted the agent that was already taking care of my delivery issue and she has promptly offered to either refund me immediately or send me a new one. Both options seem fair to me and therefore, I am much more happy by Temple and Webster service now then I was at the start.
Overseas call centre
Products are good, have ordered some rugs from them and not been disappointed. Very sad to hear that although they say they are an Australian company they actually outsource their call centres overseas. When i had an issue with only half my delivery arriving I had to talk to someone in the Philippines. Very frustrating that there is no contact number for here in Australia. Will think twice about purchasing from them again. Also disappointed that my order that I have been waiting on for over 2 weeks was only half delivered even though they le...ft the warehouse at the same time. Apparently they were separated and I was told I will probably have to wait another week or so for the rest. Seems very strange to me that the items left warehouse together but then were separated.
Usually love Temple & Webster but they’re getting a bit hit or miss.
Unfortunately, my furniture arrived not just broken but with crucial pieces literally shattered. The swift commitment to replace was definitely appreciated but the customer service staff made things difficult by wanting to leave the large damaged item in my possession, without realising that put me in the position of having to pay for removal. After some back and forth, they agreed to retrieve it but it still required a lot of effort on my part that did not seem appreciated and was not compensated for. When the replacement finally arrived, it w...as what I was after and I’m generally satisfied. However, as much as I like the Anderson range for its cost effectiveness and overall look, it was disappointing to discover some inconsistencies between the online images and the real thing. Namely, the images show a walnut back panel but, if constructed this way, it’s very easy to nail the panel in incorrectly and have nails go through to empty space or, worse, damage the edges of the chipboard on the other side. As often happens with Anderson products, the drawer unit came with the exact number of screws, nails and dowel required but this included some with minor damage and one dowel with one half missing. I was able to put it all together but these details do have an effect and it would be nice to see an extra piece or two of each item included if quality checkers aren’t going to notice the faulty ones. All in all, it’s a fairly inexpensive range and you do get what you pay for. I like them a lot but I am becoming more hesitant after the experiences I’ve had so far.
I purchased a starburst mirror through Temple and Webster and the small diamond buttons around the mirror are falling off one by one, it looks ugly now!!!
Not happy with this product at all!!
You spend good money, but receive a dud!!
Just didn't deliver: UPDATE - Delivered with issues, but good follow up from T&W
My delivery arrived - a week after it was promised. - but it did arrive. It took a fair bit of grumbling from me about breaches of contract, but T&W did eventually step up and investigate with a positive result.
The problem isn't with T&W themselves - the order left their warehouse in less than a day - the problem is with the delivery company they use in Sydney. There is basically zero communication from them until the day your order is going to arrive (ie in my case a week after it was scheduled). Trying to find out when your delivery is e...ventually going to be delivered is virtually impossible (the people in their call centre just say its in the warehouse and they have sent them a message but know nothing more). On a more positive note, T&W have been very proactive about wanting to investigate what went wrong so they can improve their service. I hope that this will mean that things get better for future purchases and customers
Purchase of Ottoman Foot rest
* store navigation fine.
* range of products fine. However, I mistakenly assumed the vertical length of the product to be double.
* quality of product fine only comment is that the footrest was stunted in height.
* assembly of product fine - no problems.
Questions & Answers
My order got shipped 11 days ago but when I try to track it, it says 'no jobs found'. Is there any other way I can track my order?
Hi Lav K, we have sent you a private message to confirm your order number. We will look forward to assisting you. Warm regards, Temple & Webster.
I ordered items value of $1500 and 1 week after delivery you got big promotion of 10%, do you have price protection policy that I can enjoy the discount too?
Hi Wennie, we are sorry to hear you placed your order just before our most recent sale. We have sent you a private message and we will look forward to hearing back from you soon. Warm regards, Temple & Webster.
Have Temple and Webster taken over the Wayfair Company ?
We purchased the Australian based Wayfair business, we are not affiliated with their operations in the US.
Temple & Webster.
Get an answer from our members and Temple & Webster representatives
|Category||Online Shops and Furniture Shops|
|Type of Furniture Offered||Bedroom, Dining, Living, Mattresses, Office, Outdoor and Sofas|
Other Furniture Shops
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.