The Home

Easy on line purchase – very easy online purchase, bit frustrating as my order timed out before I had completed it twice. I needed more time to check items as I wanted to purchase such a lot more. Ended up stopping before I wanted as didn’t want to time out again. Now not sure if I want to purchase towels as will go through the same deal I think

Veito Blade Heater – unable to get warranty as they are not agents for the heater. unable to reach their customer service number. the heater has fallen apart and short circuited and i cant get it fixed.

Sheets not to size – I purchased a set of King size Sheraton not Sheridan (don’t be fooled) sheets. Whilst the bottom sheet was small for a king size it fitted our high sided queen mattress perfectly. The top sheet however measures 230 x 270 . It is so short we can’t use it even on the queen bed and if we turn it around the other way it is too short on the sides.… Read more

The Home needs to be held account for not providing goods as described. We didn’t measure the sheets until after we had washed them and tried them sometime after purchase so don’t feel we can now return them. I’d been happy with this website up until now.

Goods returned and finally a happy result – After trying to notifying The Home with no luck and being very angry l was finally able to get through to them. With a couple of emails back and forward the matter was fixed in a fast professional manner. I was advised my money would be refunded, l am happy with the outcome and will start looking at there sales again. Satisfied customer

Mistakes need to be highlighed – When you haven't entered all the required information, the fields that you have neglected to fill in should be highlighted. Otherwise, no complaints. :-) Merry Christmas!  Show reply

Awesome site – Online purchase, easy viewing, return button returned you to your last view and not back to the top of the page. The only negative was that I was purchasing cushion covers and inserts but not all insert sizes were available for the cushion cover sizes you offered e.g. 30 x 50cm cushion but no insert to match so I will have to purchase these… Read more

elsewhere adding to delivery costs. If I have missed this item and you do provide this size can someone please contact me on 0401 055 397 as I would like to add this to my purchase.

Wrong item delivered and no customer service – I purchased a dining table on their website but I received a dressing mirror. I have tried calling their support line 1300 650 549 numerous times over numerous days but all that happens is an automated message plays saying that their operators are busy. I'm sure they must have a lot of complaints to deal with. I am utterly convinced that this… Read more

phone number is just for show and otherwise completely useless.

I have also emailed them and received a response advising that someone would get back to me within 2 working days. It's now been over 3 working days. Again, probably inundated with complaints and issues.

I read the reviews on this site prior to purchasing but I decided to give them the benefit of the doubt. If you're like me and reading this post now, do yourself a favour and stay clear from this site. Nothing but disappointment will be delivered.

Item Not delivered – Disgraceful customer Service. Raised a query on where the items are and I have yet to receive an update if the goods are lost or will be delayed. I need to continously follow up.. Why cant customer service do their job and update me without me constantly needing to follow up. I often buy online on other websites and the customer service on all… Read more

other sites are outstanding, advising if there will be any delays. This is the worst I have come across!!!

Will never buy through this website again.

Item never delivered – Purchased 29/12/2018. I contacted them numerous times and all they can say is it is out for delivery! I want a damn REFUND! You're company is a JOKE! Never ever had experienced anything like this with a company in Australia at all! Goshhh even China!!! Give me my money back in FULL!

Item never delivered – Item purchased in December and 4 weeks later still not delivered. Keep saying has been investigated and will get back to me. Apologies, over it, customer service is pathetic, just want my money back

No delivery. No refund – Order no. 1000_3524377. Online purchase $168.95 on 20 October 2017. Product not delivered. Each time I request support, I am told they won't refund until they receive the product back. At least 5 emails from me and still no refund. "We need to wait first to the response of the Return Department.". I have requested the issue be escalated with no… Read more

response. I'm pretty disgusted with the lack of response. They have now had my money for 6 weeks and I have nothing. I just want my money back - including delivery fee!

January 5th 2018 Update: No refund despite accepting return of item

I bought an expensive external light and it failed after about a month. I forgot I bought it from them but after another problem purchase from thehouse.com.au, I saw my light purchase in my account history. So after 14 months, and many emails (requests for photos, requests for more photos, rejection because outside 30 day return period (not applicable-it's faulty), rejection because outside 12months warranty (not applicable - expensive item, longer implied warranty and product with major fault) they sent me a return authorisation. I duly repackaged the product, took it to Australia Post and sent it off. Guess what? Nothing. No acknowledgement despite repeated emails. Now they have my money AND my product.

05 Jan 2018: Finally, The Home refunded my money and have done the right thing. Unfortunately the effort involved on my part was huge.

Criminal – I purchased a queen size bed for $300 online, after a lengthy wait the bed was finally delivered. However, after opening the packages I realised that two of the same packages were delivered- so I received two packages both containing the end and sides for the bed. No bed head, no slats. I emailed customer service who began investigating. They… Read more

eventually came back and said that they were waiting on the supplier, however when i requested a refund because it was taking too long to fix the issue, i was told that wasnt possible.

Customer Service eventually came back to me with an email offering a $40 credit for your site with no mention of the status of the bed. i queried what was happening with the missing package for the bed and when we would received it but was told "I am so sorry for the trouble, but please be advised that our supplier will no longer send the other parts of the bed that was missing from your order". I couldn't believe what i was reading!

I paid almost $300 for a product that was incorrectly delivered. I asked a second time for a complete refund or a credit for the amount we paid. Its now been 2 days and i havent heard back from anyone.

The ACCC states:

Consumer rights & guarantees

The Australian Consumer Law sets out consumer rights that are called consumer guarantees. These include your rights to a repair, replacement or refund as well as compensation for damages and loss and being able to cancel a faulty service.

Both The Home and the supplier have a duty to ensure the above is adhered to.

Appreciate your support with this.

Absolute Scam – I placed and paid for an order on the 18/11/2017. I item arrived last week but I am still waiting on 4 beach towels. I was promised they would be received between the 10-17th of December but then received a notification that they will not arrive before Christmas. I advised The Home that as these were purchased as Christmas gifts and will now not… Read more

arrive in time to please kindly refund me the $126. They refused and advised that my order could not be cancelled. I know my rights as a consumer and told them the they will refund my money as they have not delivered what was promised or I will be contacting the ACCC. I was the CC'd in on an email requesting a refund but have not heard anything since. The customer service and lack of communication has left a very sour taste in my mouth. I will never shop here again and will be sure to let everyone know.

Theives – Purchased an Iiamo Bottle and cartridges. After waiting weeks and weeks the cartridges finally came, kept waiting for the bottle itself as these type of sellers often don't fulfil the entire order at once. After another couple of months, i contacted them "oh there is nothing we can do because you didn't contact us soon enough"!!! GREAT. They take… Read more

your money, sit on in for a while, finally full fill part of the order and tell you to get lost when you get sick of waiting for the remainder.

This is known as STEALING in the normal world. Either they don't care or they have sloppy systems which amounts to the same thing - they DO NOT CARE ABOUT THE CUSTOMER

SURE - they have great stuff but it's not exclusive. FIND THE STUFF ON THEIR SITE AND SHOP ELSEWHERE unless of course you want to donate your money to their company.

Apparently under the terms and conditions if you do not report an incomplete order within 7 days they can keep your money and customer has to eat worms. Great short term business model if you have no ethics

Not holding my breath – Made two purchases on the same day, almost a month ago, wish I had read reviews for this so called company before ordering from them, sent them emails which were read with in minutes...still no reply. Don't think I will ever see my goods or a refund, complete lack of customer service. Order is for Christmas presents for several kids so thanks for… Read more

your complete lack of care towards your paying customers!

I DO NOT recommend purchasing from this company.

The worst online shopping experience ever! – I ordered and paid for an outdoor umbrella. Received the shipping notification. No delivery arrives. So i email The Home (as the phone number goes straight to voicemail). They claim it is on the way. I contacted the shipping company and they state that no package has been lodged with them! The Home claims the delivery has been lost. After 1 month… Read more

I start hassling The Home via email for my order. They ask if i would like a replacement. I say yes, but have no reply from them. I have written so many emails and still no reply. I finally get through to call centre... but i can't talk to a manager coz he is at lunch. I demand a refund and am repeatedly told no, because i have to return the product (that was never delivered!!). The order status online now says REFUNDED - but no money has been returned to me! Going to report this terrible company to the ACCC.

Excellent condition on delivery – This is my second purchase and I found time frame and delivery was excellent. packages arrived in top condition. I will certainly be buying from you again.  Show reply

Love this store – I have purchased from The Home before and never had a problem. Love the variety and prices, and the checkout process is simple. I was stuck for a gift for my niece and found the perfect gift here.  Show reply

No customer service – I purchased online in October. I have sent two emails asking for a delivery date but I have had no response. My delivery date was supposed to be 10 days ago. Lack of communication and lack of a contact number to ring is very frustrating. Melissa

SIGNIFICANT TIME TO GET PRODUCT – I purchased online. But it is much easier to purchase directly through a retailer. Delivery times take a long time. If you purchased directly from a store you would have your item in 3-10 days. It takes a month through The home and this is quite off putting.

Absolutely terrible service, don't use them ever again – I brought 5 packs of 2 round towels at $49 for 2 then minus 20% of with a code. I was quoted $205 and went through to paypal and was charged $254.95. I deleted the order and my refund is $205. Interestingly I tried again and the same thing happened. I have now emailed them 6 times and rung them and they were going to escalate the issue and email… Read more

me back, that was 5 days ago. They even had the nerve to tell me I was incorrect about the price of the towels and that i had ordered them 1 by 1. Still waiting for them to sort the problem and refund me the $100 dollars I have been overcharged. Don't ever deal with this company as they are difficult to deal with and do not get back to you.

Just Placed an Order – I`ve purchase from The Home before and not had a problem with the checkout process. This time around I had credit that I could use - I found that part quite confusing...There are no dollar signs on anything and the drop down menu that you use to add your credit doesn`t let you use all your credit (even though the FAQ`s state that you can!) Must… Read more

their way of getting you to come back and purchase more, which is a little cheeky...You can`t get a refund for purchases received that are not as described and so a credit is fine, but at least let me use all that credit if I choose to!

love the quality – Everything is so easy with home. I love the quality of your home wares. You make purchasing very simple and delivery is fast. thank you for such great service and excellent products.  Show reply

All is fair – I'm aware that online shopping isn't the same as shopping in stores. I purchased the a product that never got delivered and the supplier was out. Managed to get a refund. I also got a rug that im happy with as running around to the shops can be a bit hectic with three kids. I will continue to shop at the home as i understand that not all products… Read more

might be what you want but that's online shopping. Apoligise Accepted. You support me i will support you. Great Customer Support.

Great value – My second purchase now and I was very happy with the quality and value of my products. Terrific quality. I will continue to look for more lovely products  Show reply

Fantastic! I look forward to my daily emails and specials. Love it – Purchase was completed smoothly and efficiently online. I like that its a simple process and I love shopping from The Home.  Show reply

White outdoor chairs – I purchased the poorest quality chairs with paint chipping made from cheap plywood...absolute rip off for 175. These chairs are terrible.

Just what I have been looking for – Purchased online which was incredibly easy.....which is wonderful. I have been looking for a passport case in this colour for some time as it is easy to see with my dodgy eye sight. You can imagine how pleased I was to find one here.  Show reply

Rubbish Service and faulty products – Purchased a bed head online and paid through my credit card. Recieived the items a few days later, to notice it is not the correct size that was advertised and processing a refund for the product was a menace. With overseas call centres and no co-relation between the operator and the seller it takes forever one to get a resolution. Truly disappointed and would never use them again or recommend