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Worst customer service I have ever experienced
Dealing for many years with online only retailers, I have come to expect that if as a customer I am not happy with my purchase when it is delivered, I can return the item easily and quickly and obtain a refund. But that was before I had the misfortune to purchase from Temple & Webster using my mobile phone. I spent over $1,000 but did not notice something called Purchase Protection. This meant that when the chairs were delivered and turned out to be too big, despite contacting them on the same day and repacking the chairs into the original p...ackaging, I was informed that they would deduct both the delivery and return shipping charges and only provide a store credit. Temple & Webster, have you noticed what other online retailers offer? This is an appalling customer experience.
Found a piece of furniture that said it's Manufactured Timber and I asked a customer service member if this was real wood or MDF as I hate fake wood and the staff member said it's timber.
So I obviously thought it was real solid timber but it wasn't and would have never bought it if I was told it wasn't timber.
I really needed a sideboard ASAP as our pantry was on the floor with a dog in the house so asked if customer service would do at least something like sending a voucher as had a few more items that needed to be bought for my house and as...
Disappointing customer service
I ordered An office chair which arrived very fast. But it arrived without the screws to put it together. T&W’s initial solution was to dispose of the chair and they would send a whole new unit, including screws. It seems they were unable to send just a screw kit. I thought this was a waste, and insisted on a screw kit only. weeks later it had still not arrived so I gave up. I was promised a full refund by 2 people and told to dispose of the chair. It has been agony dealing with T&W. The screw kit eventually arrived but despite telling me dispos...e of the chair, they have now changed their mind and won’t issue the refund promised, on 2 seperate occasions.It is being held to ransom for a few Screws. Terrible customer service, no one does what they say they will do. Very disappointing to always have to chase them up.
Very easy to order and exactly what was described and I expected. Easy to assemble . Very satisfied with every aspect of my purchase
Crappy dropshipping company with no stock
Further update : now they are not replying to my emails. Don’t buy from them people. Look at the positive reviews, they are all fake from ‘new accounts’ with no other reviews. Obvious much? Then see how many 1 star reviews they have recently. Go figure
Update: another delay email received today. One email told me it was due to weather and the customer care lady told me it was covid. Bunch of liars.
So I ordered an maya outdoor extendable table back in June. $1300 including shipping. Still has not arrived nearly 4 months later. I’m getting ...so sick of waiting and receiving the update emails saying it hasn’t arrived yet. Why sell it if it’s not available? Don’t fricken sell it if you don’t have it in stock. It wasn’t a pretty order when I ordered it, it said ships in 3-5 business days. Pure greed by temple and Webster. Meanwhile I have no idea if it will ever arrive and whether they are lying to me. B whitcomb
Misleading Add and Terrible Customer Service
I purchased an Attic Ladder from T&W, it advertised as typically ships in 1 to 2 days.
After placing the order I received an email to advise it was out of stock, and would not ship for about six weeks. I proceeded to create the space to fit the ladder into using dimensions form the T&W add.
About a week before the advised shipping date, I received a further email to advise it would be delayed a further three weeks, so nine weeks in total.
The ladder arrived today, and the dimension are different to what is specified in the T&W add, meaning th...e ladder will not fit in the space prepared for it. I started a chat with T&W, and they sent me the product brochure, which specifies the correct dimensions, which are different to what is defined on the add. This brochure was not specified on the add, nor was there any mention of it being available. When I raised this with the T&W representative, they specified that it was included in the package with the ladder! They just do not understand, or want to understand the problem. The just kept repeating, the supplier provided the dimensions! And they would not accept that they had mis quoted the dimension on their add.
5 stars for Customer Service Agent Dan Alfred
I give 5 stars for the customer service skills of Dan Alfred. He has been exceptional in helping me with my order issue. His skills should be recognised.
Tools required, Angle grinder...
I bought a dining table and all the steel work wasn't straight. Seats would wabble on the floor. Was very poor. I had to counter it by adjusting all the legs. (Very difficult)
Human error now option for exchange
I had placed an order for a mattress looking at the picture I looks like an ordinary type mattress when I received it was rolled up in a cardboard box clearly this was deceiving to the picture on website. I was advised that they don’t have return on this items I get it if it’s been opened and there is hygiene issues etc. I contacted Temple&Webster immediately the box has not been touched still in the same spot when delivered I open now ever there was no room for exchange or discussion that the picture looked like any other mattress and not soft that you can roll up. Poor customer service and misleading advertising will take this up with consumer rights as I believe the response and service I got was disgusting.
Received item in damaged box. Poor packaging. Item dirty. Missing an item for assembling it. Disgusting customer service. Will not be buying from there ever again. Could go into more detail but this is the short of it.
Worst returns policy
Purchased an instant frame set which when delivered was not as shown, couldn't get a refund without having to pay for postage.
Delays are expected however this is ridiculous
Ordered a quilt on the 16-aug-2021. It is now the 3-Sep-2021. I have a tracking number and the last update was 4 days ago advising "in depot". Have tried to contact the help desk by phone and it goes to a recorded message and hangs up. Chatbot on website is ridiculous. Will never purchase from temple and webster again. I understand there are delays but no customer service is unacceptable. I just want my purchase.
Item not delivered
Can't review the product since it was not delivered. T&W doesn't take responsibility and they blame COVID, delivery supplier and do not assure which day the item will be delivered. The advertisement "leaves warehouse within 2 days" doesn't mean anything since it does leave the warehouse, but the it goes to the depot and stay there forever. Customer Services from T&W is very polite, but unfortunately powerless and are unable to pick up the phone and call delivery supplier. I've just called the delivery supplier and I received the following information straightaway "call T&W and cancel the order".
Was sent the wrong item and despite emailing them (as instructed to in the automated email sent to me upon delivery) multiple times and reporting a complaint via their website I still haven't heard back from them over a week later. Buy from somewhere that actually has customer service.
Crappy customer service for a $400 product with assembly issues
I bought the Lockt storage bench a few months ago at a cost of $400 and kept it inside my home until I was ready to assemble it. We undertook that task two weeks ago today. Unfortunately there was a problem. I have studied the instructions scrupulously but as per photos, there is a large gap where the front & back join the side panels. I don't claim to be the world's best handyperson by a longshot but believe I've followed the minimal guidelines. In other words, I need them to explain what i've done wrong. Or it's faulty and a replacement or r...efund should be dispatched. After checking the 'instructions' several times, I rang Temple & Webster - which is no easy feat given they hide their customer service number in order to fob off dissatisfied customers - and was instructed to send pictures of the item which I did on the same day, at 3pm EST. What I find truly appalling is that I heard nothing from them and had to call back 5 days later to get anywhere. Whilst I definitely should have had a response on Friday 20/8, I'm not at all blaming their offshore customer service team. It's the back of house, the production staff who seem utterly hopeless and uninterested in rectifying these very serious mistakes. When I called back on Tuesday 24/8 she had to put me on hold for 20 minutes as the production dept kept bouncing her from one person to another – nobody could be bothered handling this problem.
Questions & Answers
Hi we got a study desk and chair from you guys and they are super uncomfortable to sit there for 8 hour working day. Not satisfied at all. How do I return them ?
Hi Nidhi, we are very sorry to hear the desk and chair you purchased are uncomfortable. Please send us an email to firstname.lastname@example.org with your order number and outline your concerns and we will be more than happy to assist you. Warm regards, Temple & Webster.
I want to order outside lights , but after reading these reviews, I wouldn't trust you with my money. Can I pick it up from somewhere and pay for it on pick-up ?
Hi Daruosh, we are sorry to hear you doubt shopping with us based on the most recent reviews. Unfortunately, we don’t offer pickups from our supplier's warehouse for any of our products. Temple & Webster has a range of different delivery methods depending on the size, weight and fragility of an item. We ship via Australia Post, standard couriers and specialised courier services. Most of our products are shipped from the warehouse within 1 - 2 business days and when an item is shipped you will receive a tracking number and if you follow the couriers tracking website you will receive a more accurate delivery estimate. Warm regards, Temple & Webster
Non-receipt of order. My order (2191518145) was confirmed by you via email on 2 September. To date, the package has not been received, It appears that the carrier is COURIERSPLEASE and although I have contacted them twice and received two different "Support Ticket No.s", there has been no contact from them. Are you able to follow this matter up for me as a matter of urgency? Thanks in anticipation!
Hi Mini, we are sorry to hear you have not received the items from your order. We have sent you a private message to confirm the delivery update. 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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