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Temple & Webster

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Temple & Webster is one of Australia’s largest online furniture and homewares retailers, renowned for a broad selection and competitive prices. Their digital-first customer service includes an intuitive website Help Centre, live chat, email support, and phone assistance available daily (8am-8pm AEST). While customers appreciate the extensive product range and convenient shopping experience, Temple & Webster faces mixed reviews regarding support responsiveness, particularly during complex issues or returns.

Their Sydney-based team works proactively to resolve complaints, often providing refunds or replacements. However, due to reliance on third-party suppliers, delays in delivery and communication gaps occasionally frustrate customers. Despite these challenges, Temple & Webster remains committed to resolving customer issues effectively, ensuring a satisfactory shopping experience.

Shipping Delays & Stock Availability

Frequent complaints involve delayed deliveries or misleading stock statuses. Customers have reported ordering items marked "In Stock" only to later discover significant delays due to supplier issues, leading to frustration and inconvenience.

Incomplete or Missing Items

Customers sometimes receive partial deliveries, causing uncertainty and inconvenience. Communication about backorders or split shipments can lack clarity, prompting customers to repeatedly seek updates from customer support.

Difficulty Contacting Support Quickly

Temple & Webster’s reliance on digital support methods (chat/email) leads some customers to experience delays or unresponsiveness, especially during peak times. The phone support number is available but not prominently advertised, making urgent issues challenging for customers who initially only see chat or email options.

Product Quality and Damage

Due to the nature of furniture deliveries, customers frequently encounter damaged or defective products upon arrival - such as scratches, missing parts, or broken items. Although Temple & Webster typically offers replacements or refunds, the resolution process can be time-consuming and frustrating.

Returns and Refunds Process

Customers often express disappointment with Temple & Webster’s change-of-mind return policy -specifically, being required to cover return shipping costs and receiving only store credit (rather than cash refunds). Exceptions to the return policy (e.g., mattresses, custom items) also catch some buyers off-guard.

Reliability of Reviews and Information

Some buyers doubt the authenticity or balance of Temple & Webster’s onsite product reviews, feeling they present an overly positive image that can lead to disappointment upon receiving products.

Overall, most issues are ultimately resolved, but customers recommend careful attention to return policies, proactive communication, and patience throughout the resolution process.

1. Website Help Centre

Your first resource is the Temple & Webster Help Centre, where you can:

• Track deliveries.
  
  
• Report damaged or faulty products (with photo uploads).
  
  
• Initiate returns.
  
  
• Access FAQs and troubleshooting guides.
  

2. Live Chat

Available daily (8am-8pm AEST), live chat connects you to real-time assistance. However, during busy periods, queues may delay response times. Provide your order details upfront to expedite service.

3. Phone Support

For faster resolution of complex or urgent issues, contact customer support via phone: 1300 900 675 (available 8am-8pm AEST daily). Be ready with order details to quickly resolve issues like delivery confusion or order amendments.

4. Email

Email support is available at service@templeandwebster.com.au. Expect responses within 24-48 hours. Clearly describe your issue and desired outcome, attaching relevant photos for quicker resolutions.

5. Social Media

Temple & Webster actively monitors Facebook and Instagram. Posting publicly about an unresolved issue often garners quick responses, after which communication typically moves to private messaging for detailed support.

Tip: Always have your Order ID handy, take photos of issues immediately, and escalate politely if needed to expedite resolution.

Returns (Change of Mind)

Temple & Webster offers a 30-day change-of-mind return window for most products, provided items are unused and in original condition. Return shipping costs are customer-paid, and refunds are provided as store credit valid for 12 months. Certain items (e.g., bedding, custom-made) are non-returnable.

Refunds & Replacements (Damaged/Faulty Items)

For damaged or defective products, Temple & Webster offers free returns and refunds or replacements. Provide photographic evidence of issues promptly to streamline the resolution process.

Order Cancellations

Orders can be cancelled without fees if actioned before dispatch. If already shipped, returns fall under the standard return policy. Prompt action is crucial. Contact support immediately via chat or phone for cancellations.

Price Match Policy

Temple & Webster does not offer price matching. Prices fluctuate with promotions, and post-purchase adjustments generally aren't provided, though goodwill credits occasionally happen if prices drop soon after buying.

Warranty and Guarantees

Products carry manufacturer warranties and statutory guarantees under Australian Consumer Law, covering major faults and acceptable product quality. Warranty claims are managed either through Temple & Webster or directly with manufacturers, depending on product specifics.

Shipping Policy

Shipping costs and timelines vary; many products qualify for free shipping. Temple & Webster manages deliveries Australia-wide via trusted couriers, providing replacements or refunds for lost or undelivered items after courier investigations.

Temple & Webster prioritises customer satisfaction, often offering small compensations like store credits after negative experiences to maintain goodwill.