leafliving.com.au Reviews 50

Reply from leafliving.com.au

3 days ago

Response from Leaf Living:

We take all customer feedback seriously, particularly where children’s furniture and safety are concerned.

In this case, the bunk bed supplied is structurally sound and compliant with Australian safety standards. The concerns raised relate primarily to cosmetic appearance and to photographs taken prior to the completion of professional installation, including images of non-visible internal components that are not part of the finished, user-facing product.

To address the customer’s concerns in good faith, we offered:

Complimentary professional installation (normally a paid service), to ensure the product is completed and assessed in its final, intended condition; and

As a goodwill option, acceptance of a return after the item is dismantled and securely packaged, which is a standard requirement of our third-party logistics partners.

Unfortunately, these reasonable solutions were declined, and we were asked to proceed in a manner that is not operationally feasible within industry norms.

For transparency, we have made available photos of the same model after full professional installation, showing the finished appearance and condition of the product. These can be viewed via our website and in person at our showroom, and the following links:

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/lQDPKIQCT_q9m33NA8DNBQCw4lyWt1aPbMkJYfctnHeXAA_1280_960.jpg?v=1770627260

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/lQDPJyJnZS-Z633NA8DNBQCw66UkrvkHodEJYfctlMqvAA_1280_960.jpg?v=1770627259

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/lQDPJyIMch8fq33NA8DNBQCwyMfgJRvYVacJYfctljWjAA_1280_960.jpg?v=1770627259

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/lQDPKcg6zITxW33NA8DNBQCwjPJ5iJsE4dsJYfctrUKmAA_1280_960.jpg?v=1770627260

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/lQDPJwMs79QGi33NBQDNA8CwgoRIWeeVWo8JYfctpCRAAA_960_1280.jpg?v=1770627259

We welcome customers to visit and inspect our products directly before or after purchase.

We respect every customer’s right to share their experience. At the same time, we remain committed to fair, factual communication and to resolving concerns through practical, industry-appropriate solutions.

Mark
Customer Care Team
Leaf Living

Reply from leafliving.com.au

3 days ago

Hi Amir,

Thank you for sharing your experience.

We’re sorry that this order did not meet your expectations, particularly around timing, and we understand how frustrating that can be.

For clarity to other customers reading: this order was for a large furniture item, placed during the year-end peak period. As noted on our product page, these items display an estimated delivery timeframe (ETA), and customers receive automated status updates as orders progress through allocation and logistics.

When you requested a cancellation, our team engaged with you with all possible solutions and, without dispute, proceeded to cancel the order and issue a full refund back to the original payment method. The refund was processed directly by Leaf Living via Shopify Payments, not through Amex.

To ensure transparency, we have retained a redacted payment-gateway confirmation showing the refund was successfully processed by our team (personal details removed for privacy).

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/9005.png?v=1770627144

Leaf Living specialises in a wide range of large and specialised furniture products, including items that are less commonly stocked in traditional retail. With this comes longer lead times in some cases, but also a strong commitment to clear communication and proper refund handling where required.

If you would like us to resend the refund confirmation privately, please contact our customer service team with your order reference and we’ll be happy to assist.

Kind regards,

Mark
Customer Care Team
Leaf Living

Reply from leafliving.com.au

Updated Jan 16, 2026

Hi Hany,

Thank you for taking the time to share your experience. We’re sorry that this process has been frustrating and appreciate the opportunity to clarify the outcome.

Your desk was ordered as a customised item with a stated lead time. It arrived at our local warehouse toward the end of December. As you preferred to view the item prior to delivery, this required a special warehouse arrangement outside our standard delivery workflow, and timing was impacted by the public holiday period and staff availability.

When you raised concerns regarding the colour, our team discussed available options with you, including proceeding with re-customisation or cancelling the order. We subsequently shared updated customisation visuals directly from our supplier so you could assess whether the revised option would meet your expectations.

After reviewing these, you advised that you would prefer not to proceed and requested a refund. Once this was confirmed, we processed the full refund within one hour.

Proof of the refund is as the following link:

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/7213-1.jpg?v=1768545967

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/7213-2.png?v=1768546075

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/7213-3.png?v=1768545968

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/7213-4.png?v=1768550220

We understand how delays or uncertainty, particularly around customised items, can be stressful. While we always aim to offer practical solutions first, we fully respect a customer’s decision to cancel when a product is no longer suitable.

Our intention throughout was to reach a fair and reasonable resolution, and we’re glad this matter has now been concluded.

Kind regards,
Leaf Living Team

Reply from leafliving.com.au

Jan 20, 2026

Hi Barrie,

Thank you for taking the time to share your experience. We genuinely understand your disappointment, and we appreciate the opportunity to clarify the context around your order.

At the time of purchase, the model you selected, our motorised camping cart with battery and electric assist, is a product we exclusively offer in the Australian market. Due to unexpectedly strong demand, the specific variant you requested was temporarily unavailable. To minimise disruption, our team arranged a temporary alternative unit so you would still have access to a cart while waiting, and we kept in regular contact to discuss options as stock movements evolved.

Unfortunately, the Christmas and New Year period placed additional pressure on logistics and carrier schedules nationwide. While the original unit did arrive on the day of your planned trip, the timing understandably no longer worked for you. Once this was clear, we processed a full refund promptly, as we always do when a solution no longer aligns with a customer’s needs.

It is genuinely disappointing that the timing did not come together, particularly as this cart is designed specifically for customers who value powered assistance and ease of use while camping and travelling. We believe this is still a product that offers something quite unique, and for transparency, we have included a link to product images below so other customers can clearly see what the unit offers in real world use.

https://cdn.shopify.com/videos/c/o/v/d1497d6674d8460c9ad36b0f21ca9f0e.mp4

We appreciate that your feedback comes from frustration rather than ill intent, and we are grateful for the constructive nature of your communication throughout our exchanges. Should your circumstances change in the future, we would be more than happy to assist again and ensure the experience runs more smoothly from start to finish.

Thank you again for your patience and for engaging with us respectfully.

Kind regards,

Mark
Customer Care Manager
Leaf Living

Reply from leafliving.com.au

Jan 19, 2026

Hi Nikki,

Thank you for taking the time to share your experience. We genuinely understand how disappointing this situation must have been, particularly when your event planning relied on the originally advised timeframe.

You are absolutely right that when your order was placed, a delivery window was communicated, and it was reasonable to expect this to be met. In your case, the delay was not due to a lack of care or follow-up on our side, but was caused by capacity and scheduling issues with Allied Express’ local Adelaide agent, which impacted inter-state stock transfers during a particularly congested period. This was outside our direct control, and we appreciate your patience while we actively chased updates. Should it ever be required, we are able to provide the written explanation received from Allied Express’ head office during this process.

Once it became clear that we could not confidently deliver within the timeframe you required, and you chose to cancel, your order was promptly cancelled and fully refunded without dispute. We have uploaded the refund confirmation for transparency, as timely refunds are a fundamental part of how we believe online retail should operate.

While we are genuinely sorry that this order did not reach completion, we completely understand your decision to proceed with an alternative solution. That said, it is unfortunate, as our outdoor furniture range offers a level of product quality, value, and selection that is still relatively scarce in the Adelaide market, particularly for larger and heavier items delivered with local support.

Should you ever consider us again in the future, we would welcome the opportunity to assist and to deliver the level of service we aim to be known for.

Here are the links for the actual photos of the products you ordered, hope they would help to re-build your confidence about us.

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/7855.png?v=1768815303

Kind regards,

Mark
Customer Care Manager
Leaf Living

Reply from leafliving.com.au

Jan 27, 2026

Hi Nicola,

Thank you for taking the time to share your experience. We genuinely understand how stressful this situation felt, especially given the timing around New Year and the effort you made to collect the item in person.

During the Christmas and New Year peak period, our order volume increased significantly and phone lines were busier than usual. While email and ticket-based support remained the most reliable channels at that time, we acknowledge that this did not meet your expectations and we sincerely apologise for the frustration it caused.

To help minimise further delay, our team prioritised your order and arranged an urgent replacement when it became clear one of the boxes collected was incorrect. Joseph remained in contact with you throughout this process and we worked closely with our warehouse to resolve the issue as quickly as possible. We appreciate your patience while this was being coordinated.

Regarding the table tennis top you mentioned, the surface shown in your photos was the protective film applied during manufacturing and transport. This film is designed to be removed before use, similar to protective layers found on many furniture and electronic products. Once identified, we arranged an in-person solution at the warehouse and also provided compensation as a gesture of goodwill for the inconvenience caused.

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/10717.jpg?v=1769501993

We recognise that the overall experience fell short of what you expected and for that we are truly sorry. Your feedback has been shared internally and is being used to improve how we communicate during peak periods and how product handling details are explained earlier in the process.

Thank you again for your patience and for allowing us the opportunity to resolve the matter. We wish you all the best and hope your table continues to bring enjoyment.

Kind regards,

Mark

Customer Care Manager
Leaf Living

Reply from leafliving.com.au

Updated Feb 2, 2026

Hi Darryl,

Thank you for taking the time to share your experience. We understand how frustrating uncertainty can feel, particularly when you’re organising a large item for your home and hoping to have everything ready by a specific time.

From our records, your order has been actively communicated and handled by our local Adelaide team throughout the process. The delay you experienced was not due to a lack of accountability, but rather because your original table was custom-prepared and already at the final delivery stage when you advised that the 8ft size was larger than expected for your space.

At that point, despite the table already being produced, we prioritised your needs and agreed to remake the table in a 7ft size at our cost. To minimise disruption in the meantime, we are also arranging a temporary table for use while the correct size is being completed. This approach is not standard practice, but we felt it was the most reasonable and customer-focused solution in this situation.

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/8034.png?v=1770004035

Our communication with you has remained ongoing and constructive, including calls and written updates, and our team continues to work with you directly to ensure the final outcome meets your expectations. Large slate tables do require careful coordination, and while that can sometimes take longer than anyone would like, our responsibility is to see the matter through properly rather than rush a poor outcome.

We appreciate your patience and the opportunity to resolve this with a long-term solution in mind. Should you wish to continue the conversation offline, our Adelaide team remains available and engaged.

Kind regards,

Mark
Customer Care Manager
Leaf Living

Reply from leafliving.com.au

Jan 19, 2026

Hi Sam,

Thank you sincerely for taking the time to update your review. We genuinely appreciate the goodwill behind it and your willingness to reassess the experience once everything was completed. That means a great deal to our whole team.

Your project actually played a meaningful role in shaping what we offer today. As you mentioned, American style pool tables are traditionally 9-foot worldwide. Your request for an 8-foot version sparked the idea, and we moved quickly to design, prototype, and custom-produce it. As a direct result, the 8-foot model is now available on our website, and we’re truly grateful to you for that inspiration and trust.

You’re also absolutely right that we were too optimistic with the original timeline. We chose to make a design improvement mid-process to ensure the table met the standard we stand for, and combined with the Christmas period and related constraints, this led to delays. For that, we offer our sincere apologies. Your patience throughout was not taken for granted.

On a more positive note, Alex shared a few photos from the installation on the day, and the table looks fantastic in your games room. If you’re comfortable with it, we’d love to share one of those photos so other customers can see how great the setup turned out in a real home environment.

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/6642.jpg?v=1768815163

Going forward, please rest assured that our support doesn’t end at delivery. Ongoing after-sales services such as re-felting, re-levelling, and assistance with moves are all part of how we look after our customers, and when you need us, we act quickly.

Thank you again for your understanding, your constructive feedback, and for being part of the journey that helped us improve. We truly hope the table brings you many great games ahead.

Kind regards,
Mark
Customer Care Manager
Leaf Living

Reply from leafliving.com.au

Dec 29, 2025

Hi Craig,

We’re genuinely sorry to see how frustrated this experience felt for you, especially so close to Christmas.

For clarity and transparency: your order was placed on 11 December for a full slate pool table weighing over 300kg. Even outside of peak season, delivery for this type of product typically takes around 2 weeks due to specialist handling and scheduling requirements. Despite the Christmas rush, your table was successfully delivered on 23 December, within that realistic timeframe.

We understand that waiting without clear reassurance can feel extremely stressful, and we acknowledge that during the Christmas period our phone lines were under heavy load. That said, your order was actively being processed and delivered as planned, this was not a case of non-delivery or lack of intent.

To support the accuracy of our response, we’re happy to provide delivery confirmation and photos showing the table was delivered, should the platform require verification.

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/lQDPJxbccl63o5PNCNzND8CwntV1KQ7lH3MJK9n71vS2AA_4032_2268.jpg?v=1766992122

We appreciate your patience with a complex, heavy item during the busiest logistics period of the year, and we hope the table brings enjoyment now that it has arrived.

Kind regards,
The Leaf Living Team

Reply from leafliving.com.au

Dec 29, 2025

Hi Paul,

Thank you for taking the time to share your experience, we do understand how frustrating it can feel when you’re trying to get information and don’t receive a timely response, especially when you’re still in the research stage.

To provide a bit of context for other customers reading this: during peak periods our phone and online enquiry volumes can be very high, and while our AI/chat system is designed to triage enquiries, it doesn’t always replace a real time conversation as well as we’d like. That’s something we continue to refine.

That said, one of the key differences with Leaf Living, and something we’re genuinely proud of, is that we do operate physical warehouses and showrooms that are open to the public. Customers are very welcome to visit, view products in person, and speak directly with our team on site before purchasing. Many people find this to be the fastest and clearest way to get answers, particularly when comparing sizes, finishes, or availability.

If you’re still considering a purchase, we’d be happy to help, whether that’s via email, phone (during business hours), or by welcoming you at one of our locations. We truly value transparency and face to face service, and we’re always improving how we communicate that more clearly.

Kind regards,
Mark
Customer Service Manager
Leaf Living Australia