leafliving.com.au Opiniões 69

Resposta da leafliving.com.au

9/04/2026

Hi Janine,

Thank you for taking the time to share your feedback. I’m truly sorry for the experience and understand how frustrating this process must have felt from your perspective.

For clarity and transparency, your order #12478 was placed in Western Australia with free delivery, which involves stock transfer. The ETA is displayed on our website and our system also sends automated updates throughout the process. Our team has remained in communication to provide updates and available options along the way.

To help reduce your waiting time, we offered an upgraded model that was already available locally in WA at a higher value. The delay at this stage was mainly due to awaiting final confirmation on the replacement option. Once our team was informed on Tuesday afternoon that you had confirmed the change, we immediately prioritised the order, and the delivery was successfully completed by 10am Wednesday.

Regarding installation, we completely understand your expectations. While we were not able to provide complimentary installation in this case, we do offer professional installation as a paid service, which ensures the work is completed safely and to a high standard. As our WA warehouse is newly established, our local installation team is still being expanded and trained, which limited what we could arrange immediately. That said, we did prioritise your delivery and provided an installation subsidy as a gesture of goodwill.

We sincerely apologise for the inconvenience caused during this process. Your feedback is taken seriously, and it plays an important role in helping us improve, especially as we continue to build and strengthen our WA operations. Our local team is growing quickly and is committed to delivering a better experience moving forward.

Thank you again for your patience and understanding. We genuinely hope to have another opportunity to provide you with a smoother and more seamless experience in the future.

Kind regards,
Mark
Customer Care Manager
Leaf Living

Resposta da leafliving.com.au

1/04/2026

Dear potential customer,

Thank you for your feedback, and we’re truly sorry to hear about your experience.

Based on your description, this situation does not align with our standard fulfilment and communication process, which suggests there may have been a breakdown in communication or an issue linking your order within our system.

We would really appreciate the opportunity to look into this for you and resolve it properly. Could you please provide your order number or contact us directly at customerservice@leafliving.com.au
? Once we have your details, our team will immediately investigate and provide a clear update and solution.

At Leaf Living, all orders are handled through a structured and trackable process, and cases like this are taken very seriously. We are committed to making sure every customer receives both their product and proper support.

We look forward to assisting you and getting this sorted as soon as possible.

Kind regards,
Mark
Customer Care Manager

Resposta da leafliving.com.au

26/03/2026

Hi there,

Thank you for your feedback.

We take all customer concerns seriously. However, we have conducted a thorough internal check and are currently unable to locate any order or service record under this profile.

As a structured retail and logistics-based business operating across multiple states, all orders, deliveries, returns, and after-sales cases are systematically recorded and handled under clear internal processes, as well as in line with Australian Consumer Law (ACL).

At this stage, your review does not include any identifiable details (such as order number, product, delivery information, or specific issue), which makes it difficult for us to understand or verify the situation you are referring to.

If you are a genuine customer, we kindly ask that you provide:

Your order number
The product involved
A brief description of the issue

Once received, we will review your case promptly and work towards a fair and professional resolution in accordance with our policies.

We are committed to transparent, process-driven service and stand by our responsibility to resolve legitimate customer concerns properly.

Kind regards,

Mark
Customer Care Manager

Resposta da leafliving.com.au

29/03/2026

Hi Reza,

We have carefully reviewed your order (#12280), along with the full communication and delivery records associated with this case.

To clarify, your order was actively managed throughout the process via our system-based workflow. Delivery timeframes and updates were automatically generated and communicated in real time, and additional options — including alternative products or cancellation with a full refund — were also provided to allow flexibility. Based on our records, you elected to proceed with waiting for the item.

Throughout this period, there were multiple points of contact, including emails, calls, and messages, where updates were provided as new information became available. As this order involved a large and heavy item, fulfilment is dependent on stock movement, scheduling, and logistics coordination across locations, which differs from standard small-parcel delivery models.

We acknowledge that this type of delivery experience may differ from more immediate retail or marketplace expectations. However, our operating model is designed specifically for oversized and heavy goods — balancing product value, nationwide fulfilment, and structured after-sales support. This approach enables us to offer highly competitive pricing while maintaining delivery capability across regions.

We also note that the order has now been successfully delivered, with delivery records and on-site photo confirmation completed. We are pleased that the fulfilment was ultimately completed as arranged.

While we understand the frustration caused during the waiting period, we believe the process followed was consistent with our operational model and the options communicated at each stage. We remain committed to continuously improving communication clarity and overall customer experience.

Kind regards,
Mark
Customer Care Manager

Resposta da leafliving.com.au

24/03/2026

Hi Michelle,

We have reviewed your comment alongside the records for your order (#13002).

For clarity, your order was cancelled and fully refunded shortly after purchase, with the refund processed on 20 March. At no point was payment retained without fulfilment. The order did not proceed as the delivery requirements could not be aligned within the requested timeframe.

Based on our communication history, our team explained the delivery conditions applicable to Western Australia, including the distinction between locally available stock and interstate transfers. Where interstate transfer is required for large and heavy items, delivery timeframes and logistics arrangements may differ from standard metro dispatch.

Following your request and preference not to proceed under those conditions, the order was cancelled and refunded promptly to allow you to make alternative arrangements without further delay.

We would also like to clarify that all shipping terms, including conditions relating to stock location and delivery timeframes, are outlined in our shipping policy and communicated through our system notifications. Our team acted in accordance with these processes and responded to your enquiry prior to cancellation.

We understand that the experience may have been frustrating, particularly where expectations around timing and delivery differed. However, the order was handled transparently, and the outcome reflects your stated preference not to proceed.

At Leaf Living, we operate with structured processes across warehousing, logistics, and customer service, particularly for oversized items where delivery constraints vary by location. We remain committed to providing clear information and fair outcomes in all cases.

Kind regards,
Mark
Customer Care Manager

Resposta da leafliving.com.au

12/03/2026

Hi Kim,

We’re sorry your enquiry experience felt frustrating.

Leaf Living operates as a multi-warehouse, multi-team online retailer across Australia, and some delivery questions require confirmation from stock, warehouse, or product teams before we can give a reliable answer. While that coordination can sometimes take longer than a customer hopes, we accept that the follow-up on this occasion should have been better.

We also note that, even after your review was posted, our team still made the effort to call and apologise directly, as we take all feedback seriously, including from customers who are still at the enquiry stage.

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/lQLPJwELPWNFO5nNAgfNAmKwhyBUXNOyvEEJibtW84sgAA_610_519.png?v=1773292596

Thank you again for the feedback. It helps us continue improving our response speed and internal coordination.

Kind regards,

Mark

Customer Care Manager
Leaf Living

Resposta da leafliving.com.au

24/02/2026

Hi Janine,

We take allegations of “fraud” very seriously, and we respectfully disagree with that characterisation.

Your table is a fully customised piece, a special round configuration with custom colour selection. To our knowledge, we are currently the only supplier in the Australian market offering this specific design and finish combination. Custom projects of this nature are made to order rather than drawn from standard stock.

Your table was delivered within the agreed custom production timeframe.

In the days leading up to Christmas, you contacted us requesting installation. Although our installation team was fully booked during the peak period, we rearranged schedules and had a technician attend on 26 December, during the holiday period, to ensure your table was professionally assembled as soon as possible.

During the final stage of installation, it was discovered that the pocket components were missing from the packaging. The table had been delivered sealed and unopened. Rather than debating the cause, we immediately reordered the custom pocket components from the manufacturer. As this is a bespoke product, replacement parts require production time.
Importantly, the missing pocket trims did not affect the table’s structural integrity or ability to be used in the interim.

At the time we became aware of this review, our records indicate the order had been completed. If there has been any timing discrepancy in communication, we apologise for the frustration caused and understand how delays, particularly around the holiday period, can feel amplified.

Your table is a striking custom piece, and we are proud of the final result. We have attached a reference image of the model for clarity.

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/lQDPJxSFFtKlWfnNBQDNBMiwlLBK0fwMYOYJdVG2qQbhAQ_1224_1280.jpg?v=1771922456

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/lQLPJxG2lp1F-fnNAwfNBFqwcSUE13YBKbkJdVG2qQbhAA_1114_775.png?v=1771922456

We specialise in large-format and custom billiard tables, offering design flexibility not commonly available in the market. While bespoke manufacturing can occasionally result in longer lead times than standard products, we remain confident in the quality, value and service we provide.

We genuinely believe our products are worth the wait.

If there are any remaining concerns, please contact us directly and we will assist promptly.

Kind regards,

Mark

Customer Care Manager
Leaf Living