Temple & Webster Pty Ltd

After taking my money, I contacted them regarding delivery several times and was lied to constantly, finally received delivery and all the goods were not delivered and what was delivered was severely damaged. They destroyed my daughter’s Christmas!!!

Received notification of despatch from Warehouse, but then order cancelled 10 days later.. explanation said part was damaged. Ordered 2 but not able to supply. Confusing communication. Still waiting for call back 2 days later to stop them charging me for an item I did not receive... following up daily but still not received call back as promised to sort out the problem... and now to also provide feedback about the appalling customer service.

I ordered two mattresses. Only one was delivered and when I tried to cancel the other - first via their website and subsequently via their live chat on three subsequent occasions I was given firstly a ticket number (that no one followed up on) then two assurances that it would be cancelled (although I continued to get text message about the delivery status of my mattress) and finally, after it was delivered, that I couldn’t return it even though it was still in its original packaging. This is appalling customer service.

My item purchased said delivery estimated the 8th of December now the 11th of December tracking says still in Melbourne. Sick of everyone using COVID as a cop out .I drove trucks local and interstate, trucks come from Melbourne to Sydney and vis versa day or night.

The delivery fee alone was way to much. Never again this company

It is impossible to call or speak to anyone at this company. They blame covid. Pathetic. No one cares about the problems with orders or follows up and they have automated emails and no proper service. Steer clear!!

Got an email advising delay due to bad weather (extreme weather conditions). Challenged it and it turns out it was a stock issue. They agreed to price match, then emailed me they couldn't do it after committing already (I have a web chat conversation which was confirmed). Suddenly after complaining they dispatch the cushion but I asked them to cancel this if they couldn't price match. I received an email the next day that the cushion has been dispatched. Terrible service and does not value customers like myself who have been loyal to T&W, I have bought for a number of years online where I could have bought from retail shops.

The digital experience is supposed to take me throughout a positive journey which is enriching and seamless, T&W customer service team is incompetent, tried to call them and they have a recording advising due to COVID19, they have technical difficulties so the only way to reach out for support is via email or web chat, WHY spend money on TV advertising if you can't even have a decent customer call centre with phone lines working??

T&W marketing team should be a little bit more careful in their wording with customers, particularly do not assume customers will accept everything the organisation must advise to customers, in this instance there are no extreme weather conditions which was a lie, if you don't have the item in stock, as a customer I have the right to question the lengthy delay.

T&W does not deserve to do well online and I am not going to support their business.