Had an issue with Adairs? Get a real response.
How to submit a complaint with Adairs
Adairs makes it easy to lodge a complaint through multiple channels:
- Phone: Call 1300 783 005 (Mon–Fri, 10am–5pm AEST). Use the call-back option after 2 minutes on hold to save time.
- Online Form: Fill out the Contact Us form anytime. Select the enquiry type (e.g. delivery, returns) and describe your issue clearly.
- Live Chat: Available Mon–Fri, 9am–5pm AEST. Connect via the “Chat With Us” option on their website for real-time help.
- In-Store: Speak directly to staff or a manager. Bring proof of purchase for exchanges or refunds.
- Email (via form): Submissions through the online form are sent directly to Adairs’ support team.
- Social Media (secondary): You can DM Adairs, but stick to official channels for formal complaints.
💡 Tip: Include your order number, product details, and what resolution you want (refund, replacement, etc.) to speed things up.
- Acknowledgment: Immediate if on phone/chat, email confirmation if using the form.
- Assignment: A consultant is allocated to your complaint, often staying with you until resolution.
- Investigation: They’ll check order details, liaise with couriers, or request photos for product issues.
- Resolution: Refunds, replacements, or repairs are common. For lost deliveries, they coordinate with couriers. For faulty items, they usually replace quickly.
- Timeline: Many issues are resolved in 48 hours; larger cases (e.g. furniture deliveries) may take longer, but updates are provided.
- Follow-through: Staff are trained to turn negative experiences into positive outcomes – often highlighted in customer reviews.
Common complaints against Adairs
Customers most often complain about:
- Delivery issues: Delayed or missing items, lack of tracking updates.
- Product quality: Bedding, quilts, or furniture not matching expectations (e.g. pilling fabrics, damaged goods).
- Customer service frustrations: Slow replies or feeling “passed around.”
- Pricing & promotions: Cashback or discount confusion (e.g. coupons invalidating cashback).
- Returns & refunds: Confusion around exclusions (e.g. mattresses, opened bedding items, shipping fees).
Complaints submitted through Ajust
I bought a wool quilt from Adairs after being told it was all-season, but it’s unbearably hot even in winter. The staff dismissed my complaint and hid behind a “no refund” policy instead of owning the mistake. It’s not about changing my mind—it’s about being misled and ignored. - Samaneh
I’ve shopped with Adairs for years, but my fitted sheet ripped after only a year, and now they’re refusing to replace it again. The quality just isn’t what it used to be, and I’m frustrated that loyalty doesn’t seem to count anymore. - Cheryl
I’ve been a loyal Adairs customer for ages, but the lilac quilt cover I bought for my daughter ran badly on the first wash. Their team blamed me for using bleach, which I didn’t, and then stopped replying. Being ignored after years of support feels really unfair. - Rochelle
How other consumers Adairs complaints got resolved
Wrong item shipped: A customer emailed support after the wrong item arrived. A consultant arranged a replacement within 48 hours.
Damaged product: The customer was met with initially slow responses, but persistence led to a refund/replacement after escalation.
Furniture delivery failure: A bed never arrived. Adairs acknowledged the fault, provided a refund/reschedule, and reviewed courier handling.
If your issue isn’t resolved:
- Re-contact support: Call 1300 783 005 or reply to your last support email, referencing your case.
- Request a supervisor: Team leaders can approve faster refunds or replacements.
- Use call-back feature: Avoid waiting on hold; request a higher-level call-back.
- Head office contacts: For serious issues (privacy, escalations), email privacyofficer@adairs.com.au or call +61 3 8888 4500.
- Social media escalation: Post a polite message or DM. This often triggers a quick follow-up from a special team.
If Adairs doesn’t resolve your complaint:
- State Consumer Protection (Fair Trading / Consumer Affairs): Can mediate and enforce consumer rights.
- ACCC: Lodge reports of systemic or unlawful conduct (e.g. refusing refunds on faulty items). Report here.
- Small Claims Tribunals (VCAT, NCAT, etc.): Last resort for refunds or compensation on unresolved disputes.
💡 Mentioning your rights under Australian Consumer Law often speeds up Adairs’ response.
- Adairs Contact Us – phone, form, chat
- Phone: 1300 783 005
- Help Centre – FAQs on orders, delivery, returns
- Returns Policy – 60-day standard, 90-day Linen Lovers
- Privacy Policy Contact – includes head office escalation contacts
- ACCC Complaint Guide – external escalation
Adairs Complaints FAQs
How do I make a complaint to Adairs quickly and effectively?
The fastest way to complain to Adairs is by calling 1300 783 005 or using their online form. Live chat and in-store options are also available. To save time, include your order number, product details, and desired outcome (refund, replacement, etc.) when submitting. This helps Adairs’ team allocate your case faster and reduces follow-up delays.
What should I expect after submitting a complaint to Adairs?q
Adairs usually acknowledges complaints immediately by phone or chat, or by email if sent online. A consultant will handle your case through investigation to resolution, often providing a refund, replacement, or repair. Most issues resolve within 48 hours, though large orders may take longer. Regular updates keep you informed until your issue is closed.
How can I escalate my Adairs complaint if it’s unresolved?
If Adairs doesn’t resolve your issue, contact support again referencing your case number and request a supervisor. You can also escalate through head office (privacyofficer@adairs.com.au ), or post a polite message on social media to trigger a follow-up. For serious or legal concerns, lodge with your state’s Fair Trading or the ACCC under Australian Consumer Law.
What are the most common Adairs customer complaints?
The most common Adairs complaints involve delivery delays, product quality issues, and refund or return confusion. Some customers also report slow service or unclear promotions. Keeping receipts and noting timelines helps when escalating. Mentioning your rights under Australian Consumer Law can speed up resolution and ensure fair treatment.
You’ve done your part, now it’s time to hold Adairs accountable.
Take the final step and submit a complaint that gets seen and responded to.