Need to contact Adairs and make sure they reply?
Adairs customer support overview
Adairs is a leading Australian retailer for bedding, furniture, and homewares, offering customer support across phone, live chat, email, and in-store help. Their local Australian-based service centre is a standout, with many customers noting the friendliness and professionalism of support staff.
The main contact line is 1300 783 005 (free call), backed up by online chat and a comprehensive Help Centre. Reviews are mixed overall — Trustpilot rates Adairs poorly (~1.7/5), while ProductReview users score them closer to 4/5, particularly praising in-store service. Many customers report courteous staff, clear answers, and quick fixes, while others cite frustration with delays and online order communication gaps.
Adairs emphasises being approachable, offering a call-back system so you don’t get stuck on hold, and publishing detailed FAQ content. Their ethos is solution-focused: clear communication, knowledgeable staff, and fair policies to give shoppers confidence.
Common Adairs customer issues and complaints
Shoppers often highlight these recurring pain points:
- Delivery delays & poor updates – Large furniture and bedding orders sometimes miss promised dates, with limited courier communication.
- Tracking issues – Split shipments confuse Australia Post’s system, marking orders “delivered” when only part has arrived.
- Faulty products & warranty disputes – Some customers felt blamed for faults (e.g., quilts deteriorating, bed frames breaking early).
- Slow refunds & warranty claims – Big-ticket refunds (like beds) can drag on for months with repeated follow-ups.
- Unresponsive service – Complaints of emails or calls going unanswered.
- Return difficulties – Damaged or large-item returns often take time to coordinate and may involve extra fees.
- Policy confusion – Promotions (like Linen Lovers perks or cashback offers) sometimes create frustration when conditions aren’t clear.
Overall, customers value Adairs’ product quality and staff professionalism but want faster resolutions and clearer communication for online issues.
How to contact Adairs customer support
You’ve got multiple ways to reach Adairs:
- Phone (Call-Back Service) – Dial 1300 783 005. After a short hold, press “1” to request a call-back instead of waiting in queue (Mon–Fri, 10am–5pm AEST).
- Live Chat – Available weekdays 9am–5pm via the Contact Us page. Great for quick queries or tracking updates.
- Email / Online Form – Submit detailed issues with photos through the online enquiry form on the Contact Us page. Expect a response in 1–2 business days.
- In-Store Help – Visit any Adairs store for returns, exchanges, or advice. Staff often resolve issues on the spot.
- Help Centre & FAQs – Adairs Help Centre covers delivery, returns, Linen Lovers membership, and more.
- Social Media – You can message Adairs on Facebook or Instagram, though most cases are redirected to official support.
Adairs key customer policies: refunds, returns, cancellations and more
- Returns & Refunds – Items can be returned within 60 days (90 for Linen Lovers), unused and in original condition. Refunds processed within 10 business days. Hygiene-sensitive items (pillows, quilts, protectors) can’t be returned if opened unless faulty.
- Oversized Item Returns – Furniture and rugs incur a 30% change-of-mind return fee, plus original delivery fees are non-refundable. Faulty oversized items are collected free of charge.
- Faulty Products – Covered under Australian Consumer Law. Remedies include repair, replacement, or refund. Photos may be required to expedite claims.
- Exchanges – In-store exchanges available; online purchases must be returned for refund and re-ordered.
- Order Cancellations – Once confirmed, online orders generally can’t be cancelled. Customers must receive and return the item. Call & Collect orders are more flexible.
- Linen Lovers Membership – Members enjoy 10% discounts, free shipping over $50, and extended returns. Membership queries can be handled through the same support channels.
- Shipping – Standard delivery free over $175 ($50 for Linen Lovers). Orders typically ship within 3–5 business days, with furniture delivered via courier scheduling.
Adairs complaints submitted through Ajust
I tried to raise a serious issue with Adairs after being sold a quilt that was totally misrepresented. I reached out multiple times and was told it was “non-refundable” even though their own packaging said “all-season.” It felt like no one was really listening or taking responsibility. - Samaneh
I contacted Adairs about a fitted sheet that ripped within a year, but the store refused to replace it again. I felt brushed off, even though I’d had this issue before. It’s frustrating when quality problems are met with silence instead of help. - Cheryl
I’ve been a loyal Adairs customer for years, but when my new quilt cover’s colour ran after the first wash, I was ignored. I followed the care instructions, yet they blamed bleach and never replied. Being dismissed like that after years of loyalty was really disappointing. - Rochelle
Recent experiences with Adairs customer service
Positive: Shoppers often praise staff for being friendly, responsive, and going “above and beyond,” from arranging replacements quickly to personally transferring stock between stores.
Negative: Some customers faced drawn-out refund processes. One bed frame refund took over 2 months and repeated chasing. Others reported damaged goods shipped without quality checks.
Official Adairs Customer Service Links & Contact Information
Adairs Contact FAQs
How can I reach Adairs customer service quickly when phone lines are busy?
The fastest way to reach Adairs support is via live chat on their Contact Us page, available weekdays 9am–5pm. It connects you to a real agent faster than phone or email. If lines are busy, use their call-back option by pressing “1” after dialling 1300 783 005 to avoid waiting on hold. In-store help is also highly rated for on-the-spot resolutions and friendly service.
Why do some Adairs customers report mixed experiences with support?
Customer feedback varies because in-store service is often excellent, while online order communication can lag. Adairs’ local service team earns praise for friendliness and solutions, but delays in refunds or delivery updates frustrate some shoppers. The contrast mainly reflects differences between online fulfilment processes and in-person staff support.
What should I do if my Adairs delivery is delayed or missing items?
If your delivery is delayed or partially missing, first check Adairs’ tracking link in your order email—split shipments can appear as “delivered” when only part has arrived. Contact Adairs via chat or phone to confirm courier updates and request escalation. For missing or delayed items beyond promised dates, lodge a formal enquiry with photos or order details through their online form.
Can I return or exchange Adairs furniture or bedding easily?
Yes, but conditions vary by item type. Standard items can be returned within 60 days (90 for Linen Lovers members) if unused and in original packaging. Oversized items like furniture or rugs incur a 30% change-of-mind fee, and delivery costs aren’t refunded. Faulty products, however, are collected free and refunded under Australian Consumer Law—photos help speed up the process.
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