AI reviews summary
Pros
Cons
Verdict
Overall sentiment regarding Adairs is mixed, characterised by a clear divide between in-store experiences and online shopping interactions. Customers frequently praise the helpfulness of support representatives and the quality of products, particularly when dealing with staff directly in physical stores or via live chat. However, recurring challenges related to online order fulfillment, delivery delays, and difficulties reaching customer support via phone detract from the overall experience for some shoppers.
I haven't shopped with Adairs for a while. I went into the Butler store yesterday to take a look around and the lady in the store not only didn't say hello but didn't even acknowledge me the whole time I was there. I was weary going back but thankfully when I went back today I had the best experience by another staff member. K was absolutely… Read more
amazing. Very helpful and soft spoken. What a lovely experience. When you go into a store, great customer service is a must.
Very disappointing experience from start to finish. I purchased the 190cm Fiddle Fig from Adairs and unfortunately the delivery and condition of the plant were extremely disappointing. The plant was not delivered to my door. Instead, it was left in a hidden location outside, with holes in the box, on top of sewage pipes. It was then left there… Read more
for approximately a week without me knowing it had actually been delivered.
During this time, I repeatedly contacted Adairs because I had not received the plant. I was told that it had not yet been delivered, despite the fact that it had already been left on the property.
When I eventually discovered the package, the plant was in poor condition. The cement pot was cracked, and the plant had an extremely strong sewage/rotting smell. The odour was so bad that it spread throughout my entire home and actually made me feel sick. This is an artificial decorative plant, so I certainly did not expect it to arrive smelling like sewage.
I have contacted Adairs about the issue and they have not been helping and this has not been resolved. At this point, I cannot even keep the plant inside my home because of the smell.
my experience has been completely unacceptable from the way the package was delivered and left for a week, to being given incorrect information when I contacted customer service, to receiving a damaged plant with a severe and unpleasant odour.
I’m extremely disappointed with the customer service I’ve received regarding an issue with my Linen Lovers membership. I have been emailing back and forth for nearly two weeks over what should have been a relatively simple issue, and it is still not resolved. At one point, my case was closed despite the issue remaining outstanding, so I had to… Read more
contact them again to explain that it had not been fixed. I was then advised that the issue should have been rectified, however it still hasn’t been.
To now receive a request asking me to review my experience while I am still trying to get the original issue resolved is incredibly frustrating.
What should have been a straightforward fix has turned into nearly a fortnight of emails, follow-ups and having to repeatedly explain that the problem is still there. The entire process has been unnecessarily difficult and disappointing, particularly for the amount of money I spend.
Reviews with attachments
Purchased the “Downtime Worlds Softest Pillow” It felt luxurious in the store, plump with weight. I’m a petite female so I thought it would be like sleeping on a cloud, however it was extremely disappointing. The pillow was unable to give any support for the neck/ head. I woke up with bad headaches & shoulder pain as it would literally sink in flat. At this price point I wouldn’t recommend as it’s purely a decorative pillow Show details
The worst thing Adairs done was giving your details to third party without your consent !! A breached of privacy act literally! It’s awful!!!
Look - I love Adair’s but the way they market items is so incorrect. I bought two lovely stone frames and it’s turns out can only sit landscape. Is just not possible to be protrait. So before you buy these - beware. It’s still gorgeous and I will keep it but not for the photo it was intended for. It can only be used as a landscape. Although the seller shows it’s being portrait.
Absolutely love my new River beige Range, perfect colour and extremely comfortable
They (Adairs and Allied Express) were brilliant from the start to finish. Adairs processed my order on the same day and two bulk items(a rug and wall print) arrived from Victoria to Brisbane in 2 days in wet weather. I wasn't expecting this fast as I bought them during the mid year sale. Very happy. Thank you. Show details
Adore the Washed Linen denim with white piping duvet set matched with deep chocolate sheets. Thanks to Stacey for helping me throughout the shipping process.
Poor customer service, they take your money but then the orders can’t be fulfilled due to system limitations, and you wait ages for a refund. Also be prepared to receive damaged items purchased online. Avoid Adairs!!!! Try: Pillow Talk, Bed Bath n Table, Sheridan, Freedom Show details
I have brought adairs confort collection all seasons doona advised by the lady at dfo and i can say it is the best quilt i have ever owned for this price point. Show details
Purchased a set of the worlds softest chocolate sheets. After washing them 4 times in cold water and hanging them in the shade this is the result. After contacting customer service I was advised that the washing detergent I used was to blame as it has optical whitener in it. CONSUMERS BEWARE: most detergents do and if they don't they are for… Read more
sensitive skin, which supposably is also an issue, so what do you wash them in particlarly when none of your other washing has faded. I have been a long time customer and member of Adairs but not anymore.
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I ordered a double bed sheet set for my daughter’s birthday, when it was delivered today I received a cot quilt cover set instead - I absolutely have no use for a cot anything in my house! I jumped on Adairs chat and the lovely Katelyn was quick to get my actual ordered re-posted and let me keep the cot set to gift to a friend. Mistakes happen and I am super pleased with the service! Thanks Adairs and thanks Katelyn! Show details
My positive review is as a result of the professional assistance provided by [Name Removed], who I finally reached after some time of phoning a store and obtaining a contact number and who deserves 5 stars for her kind and friendly service after some considerable time in finding that contact phone number. This not provided on the invoice or order,… Read more
given the invoice provided only an address. [Name Removed] sorting the issue of incorrect sizing of sheets compared to order which before laundering, was discovered while inspecting the wider elastic on the fitted sheet?? While I had ordered king size sheets, which were delivered promptly, on unpacking found that while the outer stated KING SIZE on both sides of the cloth envelope in which they were enclosed ,both the sheets inside were labelled Q for Queen?
As mentioned to [Name Removed] who was most understanding, required repackaging in original state to a satisfactory standard , chasing up information, sending photos, and generally being incovenienced in returning products can be difficult and time consuming. Having ordered many items online over years given we live in rural Australia ( mainly from USA) with little hassle am beginning to think it is a quality assurance issue for products made and packaged overseas in China, as have been caught a few times in recent years and am wondering if and when our essential products will again be made within Australia.
Previously we have never had issue with sheets not being the correct size ordered let alone not same as stated on packaging prior to opening, and unless possessing an extra deep mattress so to order extra large, standard size errors however today seems more commonplace. As we did not require extra queen sheets for a spare bed used by occasional visitors cannot comment on how they would wash and wear. [Name Removed] arranged a prompt refund after phone contact for which I am very grateful . Thank you [Name Removed]. The thought is, what happened to wuality assurance, and how many other sets sold need to be checked before sale or depatch given some employee obviously packaged them incorrectly but minus either care and/or overview? Being made overseas suggests to me that they were also packaged same. Also Adairs needs a phone number on their invoices or an email other than a NO REPLY which also seems increasingly common these days!
We ordered some sheets which were fine and promptly delivered. BUT they came in a large box which was 75% filled with bubble packing! Firstly this was not needed (do sheets in their own packaging really need to be protected by bubble wrap??) Secondly this was very non-sustainable - the box was unnecessarily large and the bubble wrap very hard (impossible?) to recycle.
Anjuna six chest drawers amazing made from mango wood very natural looking all you have to do is put the legs on the bottom. The draws are spacious a great entertainment unit for TV lamp etc.
Extremely disappointed at how a fragile item was packed. A vase was left in a big box with no wrapping or cushioning. Item was damaged of cause.
Latest follow-ups
Love my new Timber bed base . Teamed with a rattan head board. And I like the idea that I can swap it with a different one when I want too . The bed is very well made and lovely light coloured Oak . Its was a great price compared to a couple of other retailers. Very happy with my purchase
Follow-up · Delivery was great , they were very good at communication. was easy to assemble. It is very stable and well made . Love my bed , very happy with my purchase
Oscar Toilet Brush – Don’t Waste Your Money! Flimsy design, the brush head constantly unscrews, and overall it’s completely useless. Not fit for… Read more
purpose and honestly should be pulled from sale. Regretting not taking the receipt when purchased so can’t return — lesson learned.
Follow-up · Nothing has changed - it’s still a very pretty, yet totally unfunctional, useless item that has been moved to the guest bathroom as it cost a small fortune.
Follow-up · So bad it went in the bin! Retailers really need to ensure that their products are fit for purpose.
Had a Linen Lovers enquiry. Katelyn was amazing. She was able to sort the problem very quickly and with ease. It was great to interact with a human that was so happy to help. Thanks Katelyn. :)
Follow-up · This was in relation to an online order. Was not coming up with linen lovers discount at checkout. Was told to log out and log back in again and it worked. I hadn’t thought of that! it was very easy to get help and that simple piece of advice.
Positive reviews
Fabulous customer service, post purchase with Paula (Adairs Senior Customer Service Representative). We had an item that didn’t get packed with the remaining items in the order. Paula was very helpful and resolved the issue quickly. Appreciate your lovely communication style, Paula.
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I want to send a big shout out to B and the team at Adair’s Watergardens. Absolutely phenomenal customer service, She went above and beyond to help me find certain items I was looking for although not successful it definitely wasn’t through lack of trying , she did all this whilst training someone and also during a sale. She really was next level
Follow-up · Yes the team member B was actually trying on line for me to find the items I was after, since they weren’t in store It was a 40% off sale store wide for linen lovers so it was great. I was looking for matching quilt and sheet sets
Excellent customer service. Had a problem with something I purchased, unfortunately the store didn’t want to deal with it but after an email to customer service it was sorted with a replacement very quickly. Show details
Negative reviews
I purchase online often from Adairs, usually I’m happy, sometimes I think “hmmm I wouldn’t have bought that if I’d been able to see it at the store.” That’s MY problem though because I live 50km from a store and shopping online is a gamble sometimes. This time I bought a queen and a king set of what the advertisement stated “including flat sheet,… Read more
fitted sheet, pillow cases.” Yes, the header said “Quilt set” however my understanding was that what I was buying was what was stated as “included.” When they arrived it was in fact a quilt cover. I emailed and said that I live rural and the nearest post office is 30 mins drive so I was disappointed not to receive the sheets and that it was extremely inconvenient for me to have to pack them up and drive to the PO. I really did expect a company like Adairs to deal with the complaint better however their only “resolution” was to send me a “COMPLIMENTARY” (whoohoo!) return postage label and expect me to take an hour out of my day returning products that had been falsely advertised. Now I cannot trust buying anything online as I won’t know what I will receive and if it’s wrong due to their mistake they will expect ME to inconvenience myself to return the item. Pretty sure there’s other companies I can spend my money with. That’s exactly what I’m going to do!
Ordered a bed 2 weeks ago, with $475 delivery fee, and it still has not been dispatched from the warehouse, even though the specified dispatch time was 3-5 business days. I’ve tried calling but their phone lines aren’t taking calls, the chat bot only directs back to the website, and my 2 online forms have not been answered. No communication from Adairs regarding any delays. I have no idea how to speak with anyone regarding the order.
Bought the cotton percale sheets and pillow slips as they were available as individual items rather than a set. Also because Adairs has lots of shops so thought they would be fine. They are terrible., the wort sheets I have ever bought. They have… Read more
not been made following the “grain” of the fabric so as a result they look perfect in the packaging BUT after washing the sheet turn down and pillow slip side turn over will NOT sit straight - the material is bunched up and impossible to straighten - even if you were inclined to iron it it would not be possible to make it look good - ie straight across the fold down. Do not buy- second rate products packaged to look good but do not deliver.
Follow-up · Adairs refused to refund the product as I had taken 20 cm off the length of the sheets. This had nothing to do with the FAULTY turn overs on the top of the sheets and pillowcases but they were adamant- no refund. I put them in a clothing recycling bin. I will never shop at Adair’s again.
Recent reviews
Paula assisted in my enquiry in relation to a rug that had been damaged. Very helpful and quick service provided and offered a replacement or refund. Very happy with the quick service and assistance in relation to this. Show details
I recently contacted Adairs regarding what appeared to be a manufacturing issue with one of their products, and I was genuinely impressed by the way the matter was handled. Paula was amazing! What stood out to me most was how quickly and efficiently Paula responded. At no point did I feel questioned or challenged about my concern, I was asked… Read more
to provide details and photos and proof of purchase. The process was seamless, respectful, and incredibly customer-focused.
To me, this says a lot about a company that truly stands behind the quality of its products and values its customers’ experience. While issues can occasionally arise with any product, it is how a company responds that really matters, and Adairs exceeded my expectations. Excellent service and a great example of standing behind your brand.
Love the quality of Adairs linen and tea towels and had purchased them on sale. There was a bit of a mix up in items received and Angie provided exceptional customer service and rectified the issues with care. Thanks so much :)
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