leafliving.com.au Opiniões 

Resposta da leafliving.com.au

1/11/2025

Hi Jacques,

Thank you for sharing your feedback. We’re genuinely sorry for the frustration you experienced, especially as the order was meant for a special birthday celebration.

After reviewing your case, we can see that several unexpected logistics issues occurred between our warehouse locations, which led to delays beyond the normal timeframe. While situations like this are quite rare, we completely understand how disappointing it must have been, and we truly apologise that our communication did not match the standard we aim for.

Leaf Living has been steadily growing our warehousing and service network across Australia, but on this occasion, our coordination simply fell short. We’ve since made several internal improvements to help prevent similar issues in future, including real-time delivery tracking updates, improved communication between departments, and special handling for time-sensitive orders such as gifts or events.

We’d also like to thank you for the thoughtful suggestions you shared. Your comments about transparency and expectation-setting are spot on, and we’re already adjusting the way product lead times are displayed on our site to make this even clearer for customers.

Your order has since been fully refunded, and although this experience was far from ideal, we’re very grateful for your honesty, it helps us grow stronger as a company and serve others better.

Warm regards,
Sophie
Customer Care Manager
Leaf Living

Resposta da leafliving.com.au

29/10/2025

Hi Sarah,

Thank you for sharing your experience, and please accept our sincere apologies for the frustration this has caused.

You ordered our new 2025 K-leg pool table during its pre-launch period, when we noted a lead time of several weeks. Unfortunately, our supplier’s schedule slipped and, compounding that, our status update didn’t reach you clearly. When you contacted us, our team should have provided a definite answer sooner, this was a miss on our side.

On 13 Oct we emailed you with a concrete solution and delivery options for an in-stock alternative so you wouldn’t have to wait further. This situation is a rare exception, but the chain of misunderstandings is still our responsibility. We’re already tightening our supplier follow-ups, improving how ETAs are more accurate to be displayed, and adding clearer, proactive notifications so this doesn’t happen again.

If you could kindly reply to our email, we’d be grateful for the chance to make this right, whether that’s fast delivery of the replacement we proposed or another resolution that suits you, if you require, our manager will give you a call directly to discuss further.

Thank you for your patience, and again, we’re truly sorry for the inconvenience.

Leaf Living Team

Resposta da leafliving.com.au

10/10/2025

Hi Carly,

Thank you for your review, and for noting that delivery was quick. You placed the order on Wed 17 Sept, and because it was for a birthday, we prioritised it so it could arrive before the weekend.

We’re very sorry that a mis-packed connecting part from the manufacturer meant the components didn’t match the instructions and the table couldn’t be assembled. We understand how disappointing this was, especially for your 10-year-old. You contacted us over the weekend and we didn’t respond promptly, that’s on us, and we apologise.

On Mon 22 Sept our manager, customer service and warehouse team jumped in, confirmed the packing error and arranged an immediate reship of the correct part (with a pair of DHS 3-star paddles as a goodwill gesture). We hope this has improved your experience, and if anything is still not right, please email customerservice@leafliving.com.au and we’ll resolve it straight away.

Your feedback has already led to changes: we’ve met with the supplier to tighten quality checks and parts labelling, added a more detailed pre-pack checklist, and stocked more spare kits locally to avoid repeat delays.

Thanks again for calling this out and for giving us the chance to make it right.

Leaf Living Team

Resposta da leafliving.com.au

Actualizada a 8/10/2025

Hi Dave,

Thank you for sharing your experience, and we are truly sorry for the frustration caused. We completely understand how disappointing it must have felt to wait so long and to still not receive the trampoline within your expected timeframe.
In your case, the shipment of trampolines was unfortunately delayed due to a rare and unforeseen batch issue combined with customs inspections. This created repeated delays that were outside of our control. Throughout this time we did continue to provide updates by email and also offered solutions, including a free upgrade to another trampoline size that was in stock, as well as alternative models and compensation options. We also reached out directly by phone to explain and discuss further solutions. We regret that the timing of communications may not have been clear enough, and we apologise sincerely for any misunderstanding this created.

While this was a rare event that affected only a very small percentage of our orders, we recognise that it caused you significant inconvenience, and for that we take full responsibility. Your refund request has been respected and processed accordingly, please click the following link for the refund receipt.

external link：https://cdn.shopify.com/s/files/1/0581/7932/1994/files/Review_20251008164424_445_2.png?v=1759902455

We truly hope that despite this negative experience, you can see our sincerity in trying to resolve the issue. If we ever have the chance to serve you again in the future, we will do our utmost to ensure it is a much smoother experience.

Kind regards,
Leaf Living Team

Resposta da leafliving.com.au

5/09/2025

Dear Mr. Cahill,
Thank you for taking the time to share your experience. On behalf of our entire team, I would like to express our sincere apologies for the disappointment and frustration you’ve encountered. Your feedback has been heard loud and clear.

As soon as we became aware of the issues you raised, we immediately held a meeting with our supplier to go through each of your points in detail. Clear action plans for quality improvement have already been implemented. Please rest assured that every piece of feedback is taken extremely seriously, and your experience has already contributed to tangible changes. Our commitment to product quality and customer satisfaction is not just a company standard, but a shared value across both our internal team and supply partners.

As your communication was not initially directed to our customer service team, we’re unsure whether the bed has already been assembled. If not, please know that we’re more than happy to send a professional installer to assist you at no cost. If the bed has already been assembled, we would still be glad to arrange a follow-up visit to check that it has been installed correctly—especially considering that this is a bunk bed designed for children. Just like you, we place the safety and comfort of every child as our top priority.

If an on-site visit is not convenient or necessary, we’d also like to invite you to refer to photos of correctly assembled beds by our other customers, to help verify that the product you received has been properly set up. You can view them here:
https://cdn.shopify.com/s/files/1/0581/7932/1994/files/INS-BUNKBED-0626-2.jpg?v=1750909653
https://cdn.shopify.com/s/files/1/0581/7932/1994/files/INS-BUNKBED-0626-1.jpg?v=1750909653
https://cdn.shopify.com/s/files/1/0581/7932/1994/files/INS-BUNKBED-0626-3.jpg?v=1750909650

Lastly, to all our valued customers reading this: please know that our products and services are continuously improving, driven by every piece of feedback we receive. If you ever consider giving us another opportunity in the future, we will do everything we can to exceed your expectations and deliver an experience as close to perfect as possible—that has always been, and will always remain, our first priority.

Warm regards,
Ruby.G
Customer Service Manager
Leaf Living

Resposta da leafliving.com.au

5/09/2025

Hi Christopher,
Thanks again for your feedback, and I’m really sorry for the issues you’ve experienced along the way. I just wanted to give you an update on where things stand.

I’m happy to let you know that your goods were successfully delivered, and our manager has been actively helping to sort everything out for you. We’ve been doing everything we can to improve your experience and ensure things are running smoothly.

(https://cdn.shopify.com/s/files/1/0581/7932/1994/files/LL-2554.jpg?v=1748220184)

We totally understand the frustration caused by the delays, and we genuinely want to make sure you’re happy with the outcome. If there’s anything else you need or if you have any more questions, don’t hesitate to reach out. We’re always here to help.

We really hope you’ll consider coming back to us in the future – we’d love the opportunity to provide you with a better experience next time. Thanks again for your patience and understanding.

Best regards,
Leafliving Team