leafliving.com.au Opiniões 

Resposta da leafliving.com.au

14/05/2026

Hi Steve,

Thank you for your feedback — we’re sorry to hear about your experience and understand how frustrating changing delivery timeframes can be.

We’ve reviewed your order (#13770) and would like to clarify the situation. For deliveries to Western Australia, the estimated timeframe and conditions are outlined on the product page, and a confirmation email is automatically sent after purchase with the updated delivery details.

We can see that you contacted us on 13 April (the day after placing your order), and at that time our team had already provided clarification on the timeframe as well as available options — including alternative arrangements or cancelling the order for a full refund if the delivery window was not suitable.

Free delivery to Perth involves cross-state transfer, which can result in longer lead times. That said, we always aim to be transparent and ensure customers have full visibility and control over how they would like to proceed.

At present, your order’s latest ETA is approximately 2–4 weeks. We are more than happy to prioritise your order if you choose to proceed, or alternatively, we can arrange a full refund immediately if the timeframe no longer works for you.

We appreciate your feedback and will continue working to improve how we communicate timeframes more clearly upfront.

Please feel free to reach out to us directly — we’re here to help and ensure a proper resolution.

Kind regards,
Mark
Customer Care Manager
Leaf Living

Resposta da leafliving.com.au

30/04/2026

Hi Peter,

Thank you for taking the time to share your experience with us.

We are glad to hear that the issues along the way were addressed and resolved, and that our team, especially the warehouse manager, was able to assist you when it mattered. It is also great to know you are happy with the overall quality and that the product met your expectations in the end.

We truly appreciate your understanding and your feedback.

Kind regards,
Mark
Customer Care Manager
Leaf Living

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

14/09/2026

Hi Vinh,

We are sorry that your experience with this order fell short of the standard we expect to provide. We fully understand that receiving a pool table without the essential hardware and pockets required for assembly, and then having to wait for those parts, left you unable to properly use a product you had already paid for.

While our team was working internally with our warehouse and supply network to source a complete replacement hardware pack, we acknowledge that this process took considerably longer than it should have. More importantly, our communication during that period was not as timely or as clear as you reasonably expected. We sincerely apologise for that.

Once the required components were secured, our warehouse prepared the replacement package containing the missing hardware and pockets and arranged a separate shipment to you. Tracking information was also provided so that the shipment could be followed through to delivery.

We are pleased to confirm that the replacement parts have since been successfully delivered, completing the outstanding component of your order. We appreciate that the eventual resolution does not undo the inconvenience of having an unusable table while you waited, and we have taken this case as an important reminder of the need for stronger checks on accessory packages and faster escalation when essential components are missing.

Thank you for giving us the opportunity to follow this through and ultimately complete your order. We hope your pool table is now providing the experience it was intended to, and should you need parts, maintenance support or assistance with the table in the future, you are always welcome to contact us. We would value the opportunity to serve you again under much better circumstances.

Kind regards,
Mark
Customer Care Manager
Leaf Living

Resposta da leafliving.com.au

17/09/2026

Hi Rebecca,

Thank you for sharing your experience. We are sorry that the delay and uncertainty surrounding the delivery of Order #11034 caused you so much frustration.

We have now reviewed the complete order history, including our correspondence with you, the internal logistics records and the final proof of delivery.

During the period concerned, our Brisbane warehouse and delivery network were experiencing significant capacity constraints, and part of your order required an interstate stock transfer from Sydney before final delivery could be arranged. This took considerably longer than we had originally anticipated.

Throughout this period, our customer service, warehouse and logistics teams continued to follow up on the transfer and remained in communication with you. We can see from the correspondence that updates were provided as information became available, and we genuinely appreciated your patience and your decision to continue with the order while we worked to complete the delivery.

That said, we understand that the changing logistics timeframe meant we were unable to give you the firm delivery date you were looking for. Even where an order is actively being followed up internally, prolonged uncertainty can understandably be frustrating for a customer, and we recognise that aspect of your experience.

Most importantly, having reviewed the completed order records, we can confirm that Order #11034 was successfully delivered and signed for on 27 February 2026. We have also retained the proof of delivery confirming completion of the order.

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/cc0ef654e70be20d635bf04b7ffb114784c698e344e4d98dc797379c22dfcfd2.png?v=1789606711

We therefore want to reassure anyone reading this review that this was a genuine Leaf Living order which experienced an unusually prolonged logistics delay, rather than an order that was not fulfilled.
We are sorry that the delay caused you enough concern at the time to question this.

Since then, we have continued improving the visibility and coordination between our customer service, warehouse and delivery teams so that customers can receive clearer information when an interstate transfer or unexpected logistics delay occurs.

Thank you again, Rebecca, for your patience while we worked through the delivery issue. We are pleased that the order was ultimately completed successfully and hope you are enjoying your purchase.

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