adairs.com.au Reviews 93

Poor quality, overpriced and no customer service. Don't be scammed by these guys!

We appreciate your kindness and respect towards our team members as we work hard to respond to all enquiries as soon as possible.

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This is how the chat starts? It only gets worse from there...

What sorry we have kept you waiting?

Terrible customer service, ordered a bed and head head paid $200 for delivery and it never showed up on the date provided to me. Adairs still can't give me an ETA date. They blame the logistics company and take no liability on their part.

I spent over $1400 via ShopBack for Adairs specifically because of the 10% cashback promotion, fully expecting to receive cashback as advertised. I clicked through ShopBack, completed my order, and used the welcome coupon that Adairs themselves displayed at checkout. Later, ShopBack declined my cashback, claiming that $10 welcome coupons make the order ineligible.

I also contacted ShopBack via their online chat to resolve this issue, but they showed no willingness to address the matter or provide a fair solution.

This is misleading. As someone who works in eCommerce, I understand that third-party discount codes can void affiliate commission — but excluding a merchant’s own internal welcome coupon is unfair and against the spirit of affiliate programs. ShopBack still drove the traffic and Adairs still got the sale, yet ShopBack refuses to claim or pass on commission.

This means most new customers are unknowingly excluded from cashback just by using a coupon Adairs actively promotes on their own site. ShopBack does not clearly disclose this, and it creates a misleading promotion.

I will be contacting the following Australian authorities regarding this matter, as it misrepresents cashback offers to consumers and may breach consumer law:

Australian Competition and Consumer Commission (ACCC)

Australian Securities and Investments Commission (ASIC)

State/Territory Consumer Protection Agencies

Office of the eSafety Commissioner

ADMA

Consumers should be aware that cashback may be arbitrarily declined, even when using coupons offered by the merchant themselves.

Had great expectations when I walked into Adairs because the bedding and home accents were beautifully styled I purchased a quilt cover that felt good in-store, but it began to look worn out after a few washings sadly did not have quality value for the money I paid

We couldn't have been happier with the service we received from one of the most professional and knowledgeable retail supervisor superstars we have ever had the pleasure to be assisted by. Edwina is our shining star and her ability to match colour palettes for our B&B and give us the straight design based suggestion has saved us hours of back and forth. She has even dropped off to our house a sheet set when we were not going to make it in time. Godsend!!

On 9 June we purchased 2 single bed sets at Adairs in Pacific Fair Gold Coast for about $260.00. They only had one set and it was on display, so they had to order them from the Melbourne warehouse. We did mention to the sales lady that we will be posting them to Canberra for our granddaughter’s birthday. The goods were to be delivered to the Adairs store and as I live very close to Pacific Fair, I was to pick them up from there. After 2 weeks waiting, I went to the store and told them I cannot wait any longer as when I post the sheets to Canberra, they will not reach the granddaughter in time for her birthday. At the time I was in that shop, my husband was in Sydney Adairs and checked that 2 sets were available. I asked the manager of Pacific Fair Adair's store for a refund. She refused and told me the policy they have does not allow them to refund the goods that are not yet in the store. I again explained the situation with the birthday deadline, but she refused. When I got home, I called the Head Office and was advised that such a policy does not exist, and it is up to the manager to agree to a refund ...or not. In the meantime, my husband bought 2 sets and posted them to Canberra from Sydney. Back in Gold Coast I waited another week and today called the shop. I spoke to Debra, the manager again and told her what I was told by the head office about the" policy". She got in touch with her area manager and finally after 3 weeks agreed to refund the $260.
I will never buy anything at Adairs as I don't want to ever deal with imaginary policies again and unhelpful managers.

Package things so poorly that they break on shipment. Zero accountability by Adairs and I had to enquire 3x to get any sort of response.
Was met with "you can return it in store".
The inconvience placed on the consumer for their own internal packing issues.
So disappointed. Seems like a universal experience.

I was given some towels as a gift. They felt nice and fluffy and looked great. However, I was so sad that they were unusable. The amount of fluffy stuff that just dropped off these towels was insane. If you got out of the shower and tried to dry yourself with this towel, you would need to get straight back in the shower to remove the fluff .I kept washing and drying them and hoping that they were just new and the issue would go away. I washed it more than four times and used my dryer. I ended up throwing out the two towels and one hand towel. I'm more writing this review for myself, so I always remember where I bought the towels from so I can avoid having the same issue in future. Won't be shopping at adairs again.

BEWARE of purchasing Downtime Memory Fibre Washable Quilt - there is no quilt tie feature like all other Downtime Quilts. I checked before purchase and was advised by staff member that yes they all have them. When I went to return or get some quilt ties provided was told NO. Even to the point that Adairs staff member advised that no staff member would say there was a quilt tie feature on this particular brand of quilt - and as such I was a lair. I did not want return, I just wanted a quilt that that ties. Extremely disappointed, especially given as I am a regular shopper there for over 10 years.

We purchased the luxury high loft quilt & it is completely ruined & clumping in less than 2 years. Adairs customer service were incredibly rude & placed the blame on to us saying we haven’t been “shaking”our quilt enough. Our beds are made daily, sheets changed twice a week & regularly shaken to make the bed. I can see many other unfortunate customers in the same boat with this particular item & customer service. 5year warranty means absolutely nothing even when guidelines are adhered. Long term customer but will no longer support cheap quality & service.

5 year Warranty is useless. I’ve been a long-time fan of Adairs and have a house full of their products, which makes this all the more disappointing. I purchased a Downtime High Loft Quilt and noticed that the filling started disappearing from the centre well within the 5-year warranty period. I followed all care instructions to the letter, so I reached out to customer care expecting a straightforward resolution. After months of chasing for a response, I was told that the issue was due to how the quilt was cared for—something I strongly disagree with given I adhered to the recommended guidelines. Despite asking for a review of this decision, I was left with no further support.

I’m genuinely disappointed. A 5-year warranty should offer peace of mind, especially for a premium product at this price point. Unfortunately, in this case, it feels meaningless. Given how this was handled, I no longer feel confident purchasing from Adairs. Additionally, I was disappointed to learn that Adairs selectively publishes customer reviews on their website, which further affects my trust in the brand.

Purchased $126 worth of lovely products but did not realise I should have taken my own recycling bag in - much as you do at Coles or Woolworths. You don’t really think to do that at a home decor store. After the purchase I asked for a bag as I had a few items - to be told I had to purchase one - yet another transaction - what a great opportunity for the Midland store to show some leniency and flexibility and just give me a cheap bag. It’s not the cost, it’s customer service becoming so rare these days and likely I will reconsider shopping there again - that’s all it takes.

Unfortunately I have to agree that online shopping with Adairs should be avoided. I signed up to Linen Lovers and received the welcome voucher which I then used for an online order. Part of the order still hadn't been sent after 3 weeks so I reached out and was told they over sold and have none left, so I would receive a refund. They refunded the cash portion I paid but refused to reinstate the voucher I had used for an item I didn't even receive. So not only did I not get the item I wanted, but they also blatantly stole back the portion of the 'welcome voucher' they'd given out. Just don't bother.

I just purchased some towels from Adairs @ Castle Hill and very pleased with the quality. They were 40% off so great price as well. Staff were helpful and friendly.

I ordered a outdoor seating set and the package was sent to the wrong distribution address 3 times, we even offered to drive and pick it up, but this was met with crickets. It did not arrive in time (was a gift) and was no longer needed as another gift was purchased. Item needed to be returned, charging 30% to return. Adairs delivery services are absolutly crap. To lose $300 becasue they cant get their delivery organised. Stay away..

I’ve been chasing a refund for a returned faulty quilt cover set for a month now. I’ve sent 4 emails with no response and have called customer service at least 6 times. They keep telling me a Team Leader will call me back to process my refund and I never receive a call back. Terrible experience and issue has not yet been resolved. I absolutely do not recommend purchasing online or making a return via post.

Made a purchase on Saturday 30/11/24 at Adairs Doncaster Westfield. Three staff members were working and for my purchase I was assisted by two of them. Both ladies were not friendly at all. Neither could smile, both made me feel like I was an inconvenience to them. If you can’t be pleasant move on or retire already.

Adairs have the worst delivery partners in Australia, l've had a half bed delivered to my place 10 days ago. Adairs do nothing, the courier just excuses after excuses, "the item has been scanned today and will be delivered in 1 or 2 days", and its been week with this excuses evrydady! Avoid Adairs people, they cant handle!!

Minus 5, worse - 10. All the savings they advertise or anything worth buying “on special” is out of stock, or you can’t have it delivered or collected! What a joke. You can buy a Temu blanket for only $50.95 on their site! It’s $3.50 on Temu 😵‍💫