Reviewer Photos & Videos
Size ideal for small space
Directions said one person assembly , then several pages in said get someone to hold pieces etc. so took a lot longer to get done. Tricky! Looks good though
I purchased a personalised Xmas stocking with the name Zara however when it arrived it looks like a Lara.
I reached out to the customer support who responded that it is a Z........ not a cheap purchase at $60!
I was contacted this afternoon and offered a full refund (after my review) by a very nice rep. Can't replace it before Xmas so will have to wait
Frustrating but found a resolution
Really frustrated with their service. About a three weeks ago I purchased a rug and a rubber under mat. My account shows both items were shipped after a few days. After about a week I received the rubber mat but no rug. I contacted customer service and was told both items were on the same order and it could take another 10-14 days for it to arrive.
I contacted them again once more time had passed only to be told that the rug had been delivered as they were both on the same tracking number. I contacted them again showing a photo of the packagi...ng of the only item I had received which showed it was 'Parcel 1 of 1' only. About 4 days ago I requested a refund via email. No answer, no reply, no update. nothing. Beware! UPDATE: was able to get it touch with their customer service and have now got a full refund. Seems to be external distributers who made the bungle. Still no clue what happened though. I also ordered a tv cabinet which was delivered yesterday. Can’t fault anything with that. It’s great quality and was really easy to put together.
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.
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.
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.
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.
Is Temple & Webster's return process even legal ?
My first purchase from T&W was a rug, delivery cost $18.95 Delivery was fast via Allied Express which i appreciate, and while the rug is gorgeous, the colour is not as shown. Instead of purple/blue my rug is grey/blue. It seems T&W apply excessive digital contrast and colour to their product photos, which renders them inaccurate. A lot of reviews on their website mention this so I'm not sure why they continue to false advertise in that respect. I considered returning it, knowing i would be responsible for the shipping cost, so I checked their r...eturns process. Firstly, you can only get a Credit Note not an actual refund. Secondly their RETURN shipping cost was a whopping $184.90 ! This amount would automatically be witheld from the credit note "refund". So you can see how unethical this company is - you are forced to arrange return shipping through them, and they charge customers ridiculous fees with exorbitant mark ups. How is this a legal practice in Australia? I have attached a copy of the response received from customer support with regards to this. While they have a great range of products, and i love the interactive mood board, their returns scheme is so draconian it practically negates future purchases.
Easy to order on the website, super happy with the regular updates, for the price of the rug quality isn’t too bad. Not a fan at all of the colour, says it’s Navy but it’s of a royal blue colour so is very bright.
Questions & Answers
Curious as to why a delivery of 2 beds to NSW is approx $110 and to qld $562 . Doesn’t make sense . Nearly as much as the beds are worth !
Some items are weight-based shipping fees and/or they are courier's rates and Temple & Webster probably have no control over the couriers rates.
Except that I can have it sent to NSW and then forward it myself to qld for about $100 so way less than temple and Webster. They’re a big company with cheaper rates I would’ve thought. Supposed to be online Australia wide and this essentially means qld exempt.
Temple & Webster has a range of different delivery methods depending on the size, weight and fragility of each item. We ship via Australia Post, standard couriers and specialised courier services.
When you add the item/s into your shopping cart and then enter your postcode you will then be given the final price per item inclusive of shipping and GST.
As our items ship out from multiple warehouses and from different suppliers all around Australia this means different products will have an individual shipping cost if the item(s) in your cart are coming from different supplier warehouses.
Please know that the shipping costs are calculated by our delivery partners and Temple & Webster do not profit from these costs.
Temple & Webster
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
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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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