An Adairs customer has complained after a horrible experience saw her wait 11-weeks for items that never arrived.
Jillian Woolner ordered two bath mats, two sets of sheets and a pillowcase valued at over $170 on October 9, 2021.
"On October 28, I got an email saying there had been a delay in my order and they offered me a $20 voucher to say sorry," Woolner told Newshub.
After about six weeks, Woolner tried contacting Adairs through their help team and then by phone, email and their Facebook page but couldn't get hold of them.
"When it got to like six or seven weeks, everything else I ordered [with other companies] had been delayed by at most a few weeks so I thought that was super weird," she said.
Adairs finally responded to her at the end of December when Woolner posted a negative message on their Facebook page.
"They replied to my comment saying please send us your order number, we are so sorry," she said.
"So I emailed them with my order number saying this is bullshit, I'm not happy and haven't had a reply to that.
"They have just ignored my message. Online they look like they're there but they are not."
The problem doesn't just seem to be isolated with Woolner. On productreview.com.au Adairs has an average rating of 2.1 stars out of 5 with 267 people rating it 1 star - compared to 81 people with positive reviews.
"Product not delivered six weeks after order, could not get in contact with them after multiple emails," one person said.
"Ordered over a month ago and the item still hasn't even left their warehouse. They constantly use COVID as an excuse for slow delivery," another unhappy customer complained.
A third customer had a warning: "Do not order from Adairs, they will take your money and not deliver goods."
After 11 weeks, Woolner finally got a response from Adairs on Tuesday which apologized for the delay and offered her a full refund.
"The delay has been caused largely by complications resulting from COVID-19, including operational challenges with delivery partners and within our own Melbourne-based facilities."
Adairs told Newshub the delays customers are facing are "unacceptable" and extends its "sincerest apologies" to anyone who's been impacted.
"Adairs is aware that some customers in New Zealand have also faced unacceptable delays when seeking updates on their order status and the company deeply regrets any inconvenience caused."
Adairs said affected customers should receive an order update within the next two business days.
"Adairs is fully committed to rectifying the problems and a timeline for the resolution of these issues is currently being determined. Fulfilment of all outstanding orders as quickly and safely as possible remains Adairs' highest priority," Adairs said.
"All impacted customers will receive an order update within the next two business days and Adairs is also offering full refunds to any customers impacted by the delays."
