adairs.co.nz Reviews 47

WORST online experience EVER. I ordered 1 duvet cover over 2 MONTHS ago and I still haven’t received it. I called and emailed them and it was apparently ‘lost in transit’ but I was never contacted about this until I called. The shipping number never worked so I couldn’t even see where the package had got too. They told me they would send a replacement but that was 3 weeks ago and STILL haven’t received that. The shipping warehouse that the new package tracks to is only a 20 MINUTE DRIVE away and still hasn’t been shipped. the tracking service is TERRIBLE, and their customer service sucks. It’s not like this was cheap either. I would never ever buy from them again.

Worst online order experience. Their errors become your fault. And they expect to drive to stores to fix it.
Ok adairs will you pay for my petrol and time? Pathetic, cheap customer service. They are happy to take your money but apparently it's your problem to fix when the product does not arrive.

I'm genuinely surprised by so many negative reviews as I have had good experiences ordering from Adairs. I have made 4 or 5 online orders now. Their ramie cotton sheets are great quality and the thick elastic keeps the fitted sheet tucked in. I used to buy sheets from farmers but won't go back.
Delivery is slowish (around a week), however at least some of this is down to Toll, and I wish they'd change their courier. I've had responses to all my online queries (albeit delayed) and have returned orders and been refunded promptly. Hopefully this is a turnaround based on negative feedback.

Dismal customer service, these guys won’t be around much longer with other online options. Over 10 days to process and online order, and still not received, no response to numerous online contact queries.
PLUS price of the item now discounted.
Wouldn’t recommend them at all

I can safely say that I won’t be shopping online at Adairs again unless I’m willing to wait for atleast 4-5weeks to receive my order.

It has been constant struggle to get any information on the status of my order as they point to the consignment number which has little to no information regarding when it would eventually be delivered.
I would have been absolutely okay to wait if at the time of making the purchase the same was relayed to me ( at checkout).

It’s a disappointing experience for sure.
Won’t ever recommend buying anything online from them.
It is as if they just don’t care about their customers. You’re out the money but no product for over a month.

Stay away from any online orders. As people have said below..no communication, no tracking numbers from toll international
I was lucky to recieve an order at all, but not worth the price, the hassle and the quality is not worth the horrible experience

Ordered baby bedding in February. After it never arrived I sent several emails. They engaged briefly saying it was lost and would resend. Chased for a few months but now they are ghosting me. Baby will be born in 4 weeks and I don’t have the bedding.

Expensive linen sheets ripped within 12 months.

The in-store experience in Auckland is perfectly fine, I have shopped there several times in March and the service is polite, attentive and helpful. The problem with Adairs (for NZ customers) exists when you order products from them online. If you join and pay the $15 to set up an account which is up-sold to you in-store while you make an over-the-counter purchase, you are then eligible for free shipping when ordering online. What's not evident is that NZ customers are NOT eligible for free shipping as items are actually shipped from Australia, however this is not at all obvious and is in fact deeply buried in the fine print on their website Help page. When I politely questioned in store about this they referred me to the online team who in turn were extremely unhelpful and simply copy/pasted a section of their website FAQ in reply and they didn't even contain the relevant information. When I questioned them about this they simply ignored me and I had to dig around to find the line item relevant to NZ customers. This completely put me off this company, and the next month I started shopping for items at Cittá instead. Haven't looked back.

Sorry to say, this must be the worst supplier in New Zealand, over priced poorly made products with poor customer service and unprofessional call centre staff. Bought a very expensive king size duvet cover and blanket, unopened it up and poorly made took a week to swop it out and second one was just as bad. Tried calling and was told a regional manager would contact us. Still waiting. Avoid this store.

No goodwill from this company. I approached by email to request an extension on a gift card for a fairly substantial amount. The card was issued with no date. I couldn't remember when it was given. Major companies now have no expiry on cards. At least I got a quick response which is more than can be said for people on here who have requested advice about orders. It's all well and good quoting the rules, but I'm probably not the only person, they've made money out of. Very disappointing service. They make out that they can't possibly do anything about it, but anything can be overridden with a bit of goodwill. Formal letter of complaint on its way to their head office in Australia.

Awesome products, but the service is absolutely terrible. I emailed and got no response. It took nine days just to process my online order. no recommend

"Your items will be shipped from our warehouse in up to 8 business days".
Been almost 3 weeks now. Either hire more staff or close your online store you pack of liars.

Authority to leave is very risky,and it cant be changed,Ordered online,I knew it would take a few weeks and was prepared for that,BUT they delivered the parcel worth $260 after business hours to a retail mainstreet address,naturally the next day it was gone and customer care couldnt have cared less,no responsability as all parcels sent have authority to leave,and you cant change that.Fobbed me off to the delivery company who are more helpful and looking into it.

Shit!!! Awesome stuff but shit service. I emailed and nothing. Took nine days before they even processed what I had purchased online. Is there any human working online or is it all Ai? Never been so disgusted by an online company before.Paid extra to be a linen lover and what does it get me? $5 off. Whippety shit when you’re paying that much. Do not buy online!!!!

Wow... So Adairs rejected my review on the link they emailed.. So I thought RIGHT! Let's go place one on Google and I realised I was not alone with this horrid experience buying online. Redicolous service... Item took weeks and weeks to arrive (by the sounds I am lucky they did).. No customer service, no care, only thing that works well with them is taking your money. How brand damaging for them! Will NEVER EVER order again and will avoid shops too... Scammers, be aware!

Do not order online with this company. Same experience as everyone below. Orders sit in the warehouse for weeks before being collected by the couriers, and the customer service team take days to respond to each email without solving any issues, or not at all. I have had some success from phoning them, but it's not worth the hassle. Shop in-store or not at all. The company should not make sales if they do not have the staff to fulfil them.

This is a scam - beware and do not hit the pay now button.

I only gave 1 start so I could write this, it should be zero. I feel such a fool. Same experience as everyone below. It's a scam. Looks pretty and legit but they don't exist, no way to get in touch (no email or phone) and tracking numbers are made up as they don't exist with Toll. Nothing is for sale or shipped but their online credit card taking is real . Even their customer service says they'll take 3 days to get back to you but 5 days later - nothing. Don't waste money like me. Gutted

The WORST online company ever!!! I'd complain about the service except they don't actually have any.
To put things in perspective - I live a round-trip of a three hour drive to the nearest Adairs store, or a main city, so online is my go to.
Two years ago I ordered online for a couple of things for my daughter: they never arrived. I called to find out what the story was just shy of the 3 month waiting mark, and was informed that the items I wanted were no longer available for purchase....and then there was completely dead air - except for the sound of the hamster working overtime in the Company representatives head as to what happens next.
Obviously (to me) this company had taken money from me without intention to supply and who, equally, didn't think the courtesy of letting me know that small fact should be extended to me.
But here's the kicker: they eventually emailed a 'Gift Card' (as if I would actually want one with this totally clueless customer focused company) where it clearly states that I can use it online......except I can't. And yes, I've tried to call them but you know what - you can't get through. And I've emailed their help desk for well.... help - I'm still waiting for a reply. I strongly suspect my 'gift card' will expire before 'help' arrives.
If you want to shop in store, I'm sure your experience may be great, but online.....their 'passion about delivering the best service possible to you, our customer', is a total tosh!