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Cheap product, poor returns policy, but eventually got good customer service
I have bought from Temple & Webster in the past, but my latest order shows they are skimping on quality. Thought the photos of the items I bought made them look great, the quality was poor and flimsy.
When I tried to process a return, I was told I would be charged both the original shipping cost to me, and the shipping cost back, AND that I would only receive store credit.
After posting a mediation request here, I got some really good customer service and was offered a free return with a refund put on my card. I think this should be standard for an online store like Temple & Webster, given how hard it is to appraise furniture when you're just looking at a few photos online.
Considering the hype surrounding T&W I was pretty disappointed.
Recently bought 2000TC bamboo bed sheets, they are thin as, and feel awful and only consist of 30% bamboo. My Target bamboo sheets are 10x better.
Paid a fair bit of money for them too.
Not impressed, gotta say.
They have since gotten in touch with me and given me a full refund. Customer service was very helpful.
Still in box .............. not unpacked
Still to have use of the tricyle. It come late for the birthday so it is being kept for Christmas
Review collected in partnership with Temple & Webster
Color different than shown on website
Purchased Klein Stone Rug - When it arrived the color was very different from what was shown on the website. I did a chat where the man said that different computers show different colors. I told him that I had purchased the same rug in the bigger size 12 months ago and the new rug had greens in it whereas the first rug did not have any green. Got nowhere. I really wanted the same as the original rug but obviously when they second batch was done they altered the colors. I suggest that in future someone check one or two of the rugs when a n...ew batch arrives to check if it is the same as displayed on the Website. Called T& W on the phone and they were great and organised for a pick up and refund was done on the same day as pickup. Have bought many products from T & W and very happy.
Not the colour in advert on line
Product is ok
Timber has a really dusty feel to it
I. Sick of informing you be several emails I am Alexandra NOT Katherine
Review collected in partnership with Temple & Webster
These prints are misleading.
Some things to consider before purchasing;
The light colour is Oak, dark is Natural (go figure). The canvas texture is a textured image printed on a different textured canvas. The frame is wood, but the colour & grain is a cheap glossy laminate. The $5 fee to guarantee returns or exchanges is useless on this item because it's marked as a 'custom' order. One print was sharp and one print was blurry with the faux canvas texture printed on top of the bird incorrectly.
Having said that, from a distance they look ok for the price (purchased at discount). I wouldn't pay full price for these.
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 ...
Wide range of products but poor delivery
This company has various range of home deco. Price is reasonable. It would be better if they offer combine postage. I have ordered 9 Lights on 15th Sep. 5 items were delivered on 27 September. (not too bad due to Covid situation) But 4 were missed. T/W did not know until I reported through live chat. Expected delivery is 18 Oct .Almost 1 month to get item.
Avoid purchasing if you want to get your item quick.
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.
About two years ago I purchased a rug from Temple and Webster. Their photographic shoots of styled rooms really helped pick the correct rug and I am still really pleased with this rug. Recently I purchased another rug, a little out of my comfort zone but again one of the images sold me. When it arrived, it was brighter and far more synthetic looking than advertised. I listed this as my reasons for returning the item and I was told that I might need a new monitor. I am a photographer, I do not need a new monitor and as a photographer I have exte...nsive understanding of lighting and post production soft such as Lightroom. The attitude of the return team was quite passive aggressive and their return approach was plain rude. They ignored questions about earlier return dates and took up to a week to partially respond to my emails. I will never use them again. Not worth the freight risk.
Towel set great value for money - towels thinner than I hoped for but effective. Loved that the set included face washers as well
Beware of shipping delays
I have ordered before through Temple and Webster and received my item quickly, however it was through Australia Post.
This time, I ordered a bed on 14 September 2021. It had no ETA on the item page, but said it dispatches within a few business days. That was great, as our current bed is broken. Well, whilst it was ‘dispatched’ within a couple of days, it is apparently coming with iCumulus which has so many appalling reviews, it’s a wonder why Temple and Webster would even use them.
The ETA according to iCumulus was 13 October 2021 - nearly ...a month! As I said, it was not advised anywhere on the item’s page that it would take this long to arrive, which I find really misleading. I emailed Temple and Webster on 20 September 2021 asking if that ETA was accurate and if so, asking to cancel my order as I was not willing to wait. Temple and Webster didn’t respond to me for 9 days, and their response was dismal. They said they understand I have concerns about the delivery timeframe but they ‘always strive to make sure that orders are processed the fastest way we can.’ How does that answer my concerns at all? They also said they can’t cancel my order but they will keep me up to date via the tracking. Well according to the tracking, after 3 weeks and counting my order is still sitting in Melbourne with no updates since 23 September 2021, when it was updated to say it’s on the ‘linehaul’ whatever that means.
Hit and miss!
Service is great but only when it operates correctly. Have a damaged item and want a replacement? No problem, but you need to follow it up with the customer team. If there are any issues with your order, there is no follow up from the company and the customer is left fumbling through chat or spending their valuable time on hold.
I had a change of mind return for a rug, entitled to a full refund. The rug got lost in transit on return, I have had to chase it up at every step. 6 weeks later and no refund, no communication from "Marvin" handling t...he case. All the other customer service people can do is leave a note for "Marvin" to contact me. Done that several times and complete radio silence. Would be great if "Marvin" could get back in contact with me, or if he simply doesn't care for doing his job, if someone else was able to take over the issue so it can be resolved. Promised timelines are NOT kept.
Great range of products and shopping experience, WORST delivery experience
what a way to ruin a great experience shopping, finding a great range of products just to be let down by the delivery, the inconsistency is just god awful, i made two purchase with three items each, all items assigned to AlliedExpress were home 2-3 days, the other ones anything between 2 weeks to a month, only buy here if you can afford to wait in case you get one of the bad delivery partners, call centre are good to reply but solve nothing, i did reach them just to finish on "ah yeah nothing we can do at the moment we will email you with a......." never happened
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...
Questions & Answers
Hi I have an order which i got a confirmation of shipment for including tracking numbers. When i click on the tracking number in the email it brings me to designer transport website however when i put in the tracking number there it says unknown reference number. Can you advise if i am using the right number or if there is another one i need to use in order to track the delivery.
This is something we can look into for you. We have sent you a private message to confirm your order details. We will look forward to hearing back from you soon.
Temple & Webster.
How long does it take to process a refund? My item is showing as delivered back to T&W 2 week ago. Jennie
Hey, my refund came through as soon as they responded to my email.
Probably best to get in touch with their customer service, they're really nice and helpful.
Hi Jennie, Thank you for reaching out to us. We have sent you a private message to confirm your order number so we can look into this further for you. We look forward to hearing from you. Warm Regards Temple & Webster
Do you remove old mattresses from the customer when delivering new ones
Don’t think it’s T&W should have to remove
Hi B. Nice, Temple & Webster do not offer a collection of unwanted mattresses or other furniture items. We only offer a delivery service on the products we sell. Warm regards, Temple & Webster.
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|Category||Online Shops and Furniture Shops|
|Type of Furniture Offered||Bedroom, Dining, Living, Mattresses, Office, Outdoor and Sofas|
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