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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.
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!
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
How do I apply a store credit to a purchase I have been given no gift card number to apply when trying to pay for my new purchase
To use your store credit, all that you need to do is follow these steps when wanting to purchase from the site using your store credit:...1) Log in to your account. 2) Add items to your basket. 3) Go to checkout. 4) Enter your address details. 5) In the Payment Screen you will see ""Use a gift card/promotion"" heading under this will be a box which you can tick to apply your credit. 6) This amount will be debited from your total to pay. 7) If there is credit remaining this will be in your account waiting for you for the next purchase." We hope this information has been helpful. Please reach out to our care team if you require any further assistance. T&W
I tried to purchase an entertainment unit online and was told unable to deliver to my postcode. Wondering why as I have purchased from you before??
We are sorry to hear that you were unable to place the order on our website to deliver to your postcode area, may I ask that you reply to our message and confirm which entertainment unit yo...u'd like to buy and your delivery address? We'll check to see if there's anything we can do for you.
I’ve been quoted over $700 to transport 2 sofas to my location. I’ve asked if I might pick them up myself but have been told this is not possible, that option is no longer available. And so, it seems that I will have to shop elsewhere. Do you have any improvements on this scenario?
Regarding the shipping costs you've been quoted, may I ask that you reply to our message and confirm which 2 sofas you'd like to buy and your delivery address? We'll check to see if there's anything we can do for you....Our shipping costs are calculated based on a number of factors including the size, weight, and the number of items in your order, where your items are shipping from (we ship from a network of warehouses all over Australia), and where your items are shipping to. Thanks for getting in touch, I 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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