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
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
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.