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Helen from TW was very helpful in sorting out and following up a return. Whilst I didn’t keep the product I purchased I found her customer service to be friendly and professional. I have edited my previously poor review to reflect this later experience.
One way service
Buyer be aware, they are great to promote items, process orders and deliver. But if you have any problems with your order that is where the you will find a totally different company your dealing with.
Terrible customer support, terrible return policys, terrible complaint handling.
I bought bar stools which turned up totally a different colour as advertised, their response was that wood is older and there fore that is how they look. If you look at the advertised colour and the sent i think it is only reasonable for the two to be close.
We ordered and received a Hamptons style TV / Entertainment Unit.
But wait, 44kgs of assorted wood, screws, nails, bolts, etc. etc. in a large
unmanageable box arrived. Didn’t anyone tell me you have to assemble it
yourself? ( Very very carefully read the small print )
But, I persevered, I did attempt to assemble “ Temple and Webster’s” answer
to the Rubik Cube. The unit is made in CHINA also the assembly instructions .
I struggled for the best part of a day. Eventually calling for the assistance ...of my Carpenter neighbours. “Mate, the pre drilled holes do not line up you will never assemble it” Emails and correspondence are a total waste of time. Either being ignored and not actioned. Very obviously part of “ Temple & Webster’s “ do not care policy. Ignore them they will go away! Guys, please save your money , do not purchase cheap, nasty, Chinese made rubbish from this lot!
If there was a zero rating I would give it zero. 'Temple and Webster Ivory White Carter Metal Bed Frame'
Do not buy this bed or any other product. They are professional returns and complaints avoiders. As for the bed , the exterior supports have joins in the middle which rest on flimsy welded lightweight tin. The paint job is absolute garbage and our frame had multiple failed welds at key joins. Then try returning something!!! No phone contact at all. Long and convoluted online chat with someone overseas. Absolute nightmare of a company with no consumer support. Do not buy this cheap made garbage.
weeks and weeks of communicating with them still no refund
Received the rug which is not as shown in the picture, was not delivered on the day they advised, for weeks the advised they were waiting for a response for a supplier, requested a refund many times but they make excuses and no refund.
POOR AFTER SALES SERVICE
Purchased a rug received in good time, on opening the colour wasnt consistent through the whole rug when I sent photos they said they couldnt see it so too bad - after I said that was not acceptable they reassessed and said I would need to return they would collect and I would have to wait for an answer - Purchased 12/10/20 $285.90 and as yet they have not collected and no quick resolution suggested.....ongoing problem they havnt solved quickly or efficiently (Can not speak to anyone on the phone throughout this frustrating issue). This is all no fault of my own.
Worst customer service
Bought a office chair and next day saw the chair for half the price on Amazon. They wont accept return or give me a refund. Most of the stuff they sell is via 3rd party anyway so you're better off buying it on Amazon. At least they make refund and returns a lot easier.
Poor quality and worse customer service
An expensive piece of furniture arrived broken. It was constructed poorly with only staples used in its construction. Various attempts to contact T&W by phone and email were unsuccessful. Lodged a dispute at PayPal when T&W finally made contact. Now 6 weeks waiting for a credit they agreed to.
Faulty product and terrible customer service
The product I brought had a fault only realised after putting it all together. I tried to get a replacement part/ new one. They ignored my emails and just wanted me to undo all of it myself and repackaged it. They also wouldn’t provide a number so I could speak to someone- I had to go back and forth with emails. Really frustrating won’t be buying from them again.
No response except a case number
I bought 2 table lamps from Temple. One of the lamp is flawed. The top cover can't be placed horizontally. A side of the cover always drops down. After careful check, I found it's due to the screw part is flawed. I reported the issue to their customer service twice. They gave me a case number but no follow up anymore. After 3 weeks, I still don't receive any response, telling me how to exchange the item. Poor service.
Make sure you are 100% certain before you purchase from this company! Or you will be charged a huge overpriced shipping fee both to and from. And other ridiculous charges...this is so you lose money returning their product and are forced to keep it. My order came to $198.90 in the end. After shipping, purchase protection, purchase protection tax. Unnecessary rubbish. My refund was $120. I explained to the T&W operator that the the plastic parts were flimsy and did not hold pieces together properly. But he noted the system that it was just a change of mind not a fault so i paid all charges. The items weren't used. In original packaging and returned the day after i received them. Big mistake. But one that wont happen again!
Questioning authenticity of the product
I recently purchased an expensive set of Laguiole by Louise Thiers and on receiving them 3 of the knives had the fly emblem broken off. Now I’m questioning if they’re authentic or fakes.
Avoid at all cost!
Appalling customer service! I can't believe this company is allowed to operate in Australia. After trying to return two rugs I purchased online, the company is refusing to give me a full refund and refusing to explain why I'm being charged. I've been passed around a foreign call centre and have had no response to a number of emails. Terribly unprofessional. I'm returning the rugs because they looked cheap and are poorly made and did not look like the photos advertised. Shop elsewhere - you won't regret it!
The product was faulty but the resolution to fix was 5 stars!
I purchased a bookcase which was faulty but customer service and outcome that Janey in Customer Service gave to me to resolve it was exceptional. Receiving a faulty product can always happen and its the risk you take buying online, its how it is resolved that truly makes the experience memorable and will keep me coming back to Temple and Webster. Can't recommend them highly enough.
Great IF you actually receive the CORRECT product! Be aware that you will be ignored if they send the wrong product.
I have always loved this site and have had no problems which is why I have continued to buy online from Temple and Webster. Until something went wrong. I purchased two towel sets a non slip bath mat and could clearly see Brand, photos if the sets and colour. When I received the product the colour was called the same as the one I wanted, being Coast, BUT the brand was Sheridan not the BRAND I ordered and they were a totally different colour then in the picture online and on my order form.
I immediately contacted a Support person online to chat....
Questions & Answers
I am assemblying a ottoman blanket box. The parts are not named in the instructions, so I'll have to try to describe the part I've used incorrectly. It is listed as B. There are 12 of them. They are 15x9mm, round, multi layer, with a cross on the top. They twist when placed into the drilled hole. The twist goes around a small peace of metal and lock into place. I need to remove the four I have inserted as I had the back of the box upside down. How do I remove these parts? They are very hard to get to and do not unscrew and pull out.
I had, in fact, not made an error as mentioned in the question. There were no holes drilled were the directions indicate their would be. This piece of furniture turned out to be so badly made as a fla...tpack as to be a disgrace to the company selling it. Without quite extensive carpentering knowledge it was not possible to assemble this piece of furniture. The directions were missing huge vitally important sections. The installation of pressure closers for the lid required a professional tradie, with some patience, to install it. So... a $480 piece of furniture probably cost close to $650 by the time trade hours and charges were included and it was finally put together. I will not buy anything from Temple and Webster again. I'm sure that won't worry them. I'm only one person voting with my feet and going elsewhere.
We are very sorry to hear about the issues experienced with assembling the ottoman blanket box. We are here to help and we have sent you a private message to confirm your order details....We will look forward to assisting you further. Warm regards, Temple & Webster.
Are you able to send me the assembly instructions for the Anderson 9 drawer chest?
I think UBIL1167, is the product code
We have sent you the assembly manual for the "Anderson 9 Drawer Chest" via private message....Warm regards, Temple & Webster.
Are you able to send me the assembly instructions for the Anderson 9 drawer chest? UBIL1167 is the product code?
It hasn’t been included when it was delivered.
Hi there , can u tell me which state the products are shipped from in Australia please ? I’m trying to work out how long for delivery to Perth WA or possibly finding something similar around the suburbs here that’s all
Yep it’s me and certainly not my neighbor and I gotta say seems like a silly question to me anyway
Hi Mag. This is John from Sydney. I purchased the item online and it seemed despatched from Victoria. Don't know exact place. anyhow the delivery was amazing. Within 04 days.
Our main warehouse locations are in Sydney & Melbourne but we work with many suppliers with warehouses all across Australia....The estimated shipping depends on where your item is being shipped to and from. We estimate delivery to most places in Australia between 2 and 7 business days but it can take up to 10 business days to more remote areas of the country. When an item is shipped you receive a tracking number and if you follow the courier tracking website you will receive a more accurate delivery estimate. If you have any further questions regarding our delivery timeframe please feel free to reach out to our care team via our Live Chat service on our website. Our team of dedicated customer care agents will be more than happy to assist 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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