leafliving.com.au Bewertungen 

Antwort von leafliving.com.au

Vor 2 Tagen

Hi Darren,

Thank you very much for your five star review and for taking the time to share your experience with us.

I am especially pleased to hear that our team provided clear communication and was quick to assist with your enquiries. Good service is not simply about supplying a product. It is about making sure customers feel supported and well looked after throughout the process, so your comments are greatly appreciated.

It is also wonderful to know that you are happy with your pool table. Thank you for recommending both our team and our products to others.

We sincerely appreciate your support, Darren, and hope you enjoy many great games on your table for years to come.

Kind regards,
Mark
Customer Care Manager
Leaf Living

Antwort von leafliving.com.au

29. Aug. 2026

Hi Kamal,

Thank you for taking the time to share your experience. We have now reviewed your order and the subsequent customer service records in detail.

We fully understand that the assembly experience was frustrating, particularly as you advised that you could not locate an assembly guide in the packaging.

Our product and supplier records indicate that this model is normally supplied with a printed assembly guide. However, as you advised that no guide was found in your package, we do not want to speculate after the fact as to whether it was omitted during packing or simply not located.

When you contacted us, our team provided an assembly video. After you questioned whether the video related to your cabinet, we checked this again with the supplier and confirmed that the video provided was for the model associated with your order. We do acknowledge, however, that a video alone may not have provided the level of step-by-step clarity you reasonably expected.

Regarding the fixing holes, this cabinet is not designed in exactly the same way as some fully pre-drilled flat-pack furniture. Certain door and alignment positions require installer adjustment during assembly rather than relying entirely on factory-positioned fixing points. This means correct alignment can depend more heavily on the installation process.

That said, if any doors, rear panels or other components remain incorrectly aligned after assembly, we are still happy to review photographs of the completed cabinet and determine whether the issue relates to adjustment or to a component itself.

We have also followed up with you directly by phone and discussed a goodwill resolution. We respect that you did not wish to proceed with that proposal.

Your feedback regarding the clarity of the assembly information has nevertheless been taken seriously, and we are reviewing how instructions for this type of product can be made clearer for future customers.

Kind regards,

Mark
Customer Care Manager
Leaf Living

Antwort von leafliving.com.au

Aktualisiert am 24. Aug. 2026

Dear Maria,

Thank you for providing your order details. We have now completed a management-level review of Order #17312, including the checkout records, order confirmation, subsequent correspondence with our Customer Care team, warehouse collection records and the concerns raised in your review.

We respect your right to share your experience. However, as several points in the review relate to matters that can be objectively verified from the order and checkout records, we believe it is appropriate to provide some clarification for transparency.

Regarding delivery

Leaf Living offers free delivery within our designated metropolitan service areas, which is stated on both our website header and the relevant product page. For locations outside those areas, the checkout presents the applicable residential delivery charge together with the option of free warehouse pickup.

Our records show that Order #17312 was submitted as a warehouse pickup order. This is why the order confirmation displayed Shipping: $0.00. That amount relates to the free pickup method selected for the order and does not represent free residential delivery to the delivery address.

We have also retested the checkout using the relevant delivery area. The system continues to display the two options separately: free warehouse pickup and paid residential delivery.

Following the discussion regarding delivery costs, you subsequently arranged for Steve through Airtasker to collect the product from our Melbourne warehouse, and our warehouse records confirm that the goods were released to him for collection.
For transparency, we have included supporting images showing:

the Free Metro Delivery information displayed on our website;
the Free Metro Delivery / Free Warehouse Pickup information displayed on the product page; and
a checkout example showing the two delivery methods and their respective charges.

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/9d56685b072748f1bb1b7513ed4c5e17.png?v=1787535229

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/36620a40f9fd4888a1333f43838adc83.jpg?v=1787535228

Regarding the product quality concerns

We take your comments regarding the pool table, cues and materials seriously. Prior to your review, our team had not received a product-quality complaint relating to this order after collection, so we have not had the opportunity to inspect your individual unit or properly assess the concerns now raised.

We therefore do not believe it would be appropriate for us to either accept or dismiss those concerns without evidence and an opportunity for assessment.

We have also included photographs of the same product model/configuration for general product reference only. These photographs are not presented as evidence of the condition of your individual unit and do not replace a physical assessment.

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/7fec70ff970b80c094e7222060758e2d.png?v=1787535229

If at any stage you wish the product concerns to be formally assessed, our Customer Care team remains available to arrange the appropriate inspection and resolution process in accordance with our standard procedures and applicable consumer guarantees.

Our purpose in providing this response is not to dispute a customer's right to express dissatisfaction. It is simply important that, where objective records exist, the circumstances are presented accurately so that readers can consider the available information for themselves.

Mark
Customer Care Manager
Leaf Living

Antwort von leafliving.com.au

24. Aug. 2026

Hi Sharon,

Thank you for sharing your experience. We acknowledge that the extended delivery timeframe was frustrating, and we agree that the communication during the delay could have been clearer and more proactive.

Update following return and physical inspection:

The product has since been collected from your address and returned to our Melbourne team for inspection. Following that inspection, we were able to confirm that the formaldehyde-related functionality raised in your complaint is included in the product and is documented in the operating instructions supplied with the unit. Our inspection therefore did not substantiate the concern that this advertised function was absent from the product.

Nevertheless, we also recognise that this order had already involved a lengthy delivery period and an unsatisfactory overall customer experience. Rather than prolong the disagreement, management decided to bring the matter to a practical conclusion and approved a full refund after the product was returned. The refund has now been completed and the case is closed on our side.

For transparency, we have included confirmation of the completed refund below, with personal and payment information removed for privacy:

Refund confirmation:

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/401fd6a118611b58eac0d39456705814_c22544b7-f824-43e5-9aa2-15546b1c9517.png?v=1787533200

We respect every customer's right to share their experience, while also believing it is important that the final outcome and the findings from the physical inspection are available to readers so that the complete history of the matter is represented.

We appreciate the opportunity to have completed the return, inspection and refund process, and we have also taken the communication issues identified in this case into our internal service review.

Kind regards,
Mark
Customer Care Manager
Leaf Living

Antwort von leafliving.com.au

13. Aug. 2026

Hi Jason,

Thank you very much for taking the time to share your five star feedback with us.

We are delighted to hear that you are enjoying your SUNNET Triumph outdoor table tennis table and that both the product and our service met your expectations. It is especially pleasing to know that your order arrived on time and that you had a positive experience throughout the process.

Your feedback and continued support mean a great deal to our team. We hope the table brings you, your family, and friends many enjoyable games and great moments together.

Thank you again for choosing Leaf Living. We look forward to assisting you again in the future.

Kind regards,
Mark
Customer Care Manager
Leaf Living

Antwort von leafliving.com.au

19. Aug. 2026

Hi Reny,

We take product safety concerns seriously, which is precisely why we have proceeded with a physical inspection rather than attempting to determine a structural issue solely from photographs.

For completeness, we would also like to clarify the recent service timeline.

You contacted our team regarding this matter in the beginning of the last week. The case was escalated internally and arrangements were made for the complete product to be returned for assessment on the same Weekend. Despite the location distance in Central Coast, size and dismantled condition of the bunk bed, we arranged the expedited Saturday collection, with our logistics partner attending at approximately 3:40 pm on the 15 August, within the previously advised 3:00–7:00 pm collection window.

At the time of collection, the components had already been dismantled and placed outside the residence. Our team photographed their condition before loading, including components and packaging that had been exposed to wet conditions.

The returned goods were then prioritised for physical inspection.
The preliminary assessment has identified information that was not apparent from the photographs previously supplied. In particular, we have identified multiple fixing and screw holes in locations that do not appear to correspond with the intended assembly points, together with cracking and other physical damage around several components.

This is relevant because some of the damage previously presented as evidence of product or structural failure may require differentiation between the original manufactured condition and changes occurring during assembly, attempted fixing, dismantling or subsequent handling.

We have not yet reached a final technical conclusion, and we do not intend to speculate. A more detailed assessment is continuing so that the findings can be based on the actual returned product and documented evidence.

For transparency, we are publishing below a selection of photographs taken during collection and preliminary inspection, including the returned condition of the components and examples of the additional fixing holes and associated cracking identified during examination. Further photographs and video evidence have also been retained.

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/22_edd174f6-d074-494e-8163-3a0ef7ba89fb.jpg?v=1787101356

Once the technical assessment has been completed, we will provide a further update based on the evidence.

Mark
Customer Care Manager
Leaf Living

Antwort von leafliving.com.au

5. Aug. 2026

Hi Simon,

Thank you for bringing this to our attention. I am Mark, Customer Care Manager at Leaf Living.

We are sorry to read that you have been waiting for an extended period without receiving a clear update. The response times described in your review are not consistent with our normal customer service process, and we would like to investigate exactly what has occurred rather than make assumptions publicly.

At present, we have been unable to identify a matching order from the name and information contained in this review. We have therefore sent you a private request through Trustpilot. Could you please provide your:

Order number
Full name used for the purchase
Email address or telephone number associated with the order
Product ordered

For privacy reasons, please provide these details through Trustpilot’s private information request rather than posting them publicly.

Once the order has been identified, I will personally review the complete communication and delivery history and ensure that you receive a clear and substantive update. We do not want any genuine customer to be left waiting without proper information, and if there has been a breakdown in communication, we will address it accordingly.

Kind regards,

Mark
Customer Care Manager
Leaf Living

Antwort von leafliving.com.au

5. Aug. 2026

Hi Xenos,

Thank you very much for sharing your great feedback.

We are delighted to hear that you are enjoying your SUNNET Triumph table tennis table and that the setup process was simple and convenient. It is wonderful to know that the table has been performing well outdoors and that the kids are having so much fun with it.

We truly appreciate your support and are glad that our product could bring more enjoyment to your family. Thank you again for choosing Leaf Living, and we hope you continue creating many great memories with your new table tennis table.

Kind regards,
Mark
Customer Care Manager
Leaf Living

Antwort von leafliving.com.au

5. Aug. 2026

Hi Tammy,

I am Mark, Customer Care Manager at Leaf Living. We have now completed a detailed internal review of your order, including the customer service communications, our Western Australia fulfilment arrangements and the delivery system records.

Leaf Living operates a dedicated Perth warehouse and local delivery network for Western Australian customers. Product availability, interstate stock transfers and final delivery scheduling are managed according to the relevant product, warehouse stock and local delivery capacity. Where a specific delivery time is requested, it remains subject to scheduling availability and confirmation.

During our review, we were unable to locate any written or system record confirming an agreed delivery appointment approximately five hours earlier than the actual delivery. The documented delivery record shows that the delivery was scheduled for 1:29 pm, service commenced at 12:58 pm, and the delivery was completed at 1:41 pm. Accordingly, the delivery record does not support the statement that the order arrived almost five hours late.

As this order involved a large and heavy product, an able-bodied person may be required to assist with unloading. This is a standard condition for certain oversized deliveries and is clearly disclosed in our published Shipping Policy. It enables us to provide practical and competitively priced delivery services for large products that cannot be handled in the same manner as ordinary parcels.

We recognise that coordinating the receipt of a large item requires planning, and we regret that the communication surrounding the delivery caused you frustration.

Our team remained engaged throughout the process, the order was successfully delivered, and a goodwill voucher was offered in recognition of the inconvenience experienced. We respect your decision not to accept that offer.

For transparency, we have provided the relevant delivery record and the applicable section of our published Shipping Policy for reference:

Delivery record:

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/f38ca6b6011b4409a6b189c00cee687f.png?v=1785909552

Shipping Policy:

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/574ca421d61472a6814aead007e51a45.jpg?v=1785909552

We take customer feedback seriously, but we also believe that public reviews should accurately reflect the documented sequence of events. Should you have any unresolved product or after-sales concerns, our team remains available to assist.

Kind regards,

Mark
Customer Care Manager
Leaf Living

Antwort von leafliving.com.au

3. Aug. 2026

Hi Raquel,

Thank you for your feedback. We have reviewed Order LL-16536 and would like to clarify the key facts for customers reading this review.

The delivery-condition photographs did not show the level of packaging contamination or product damage later described. The additional images provided showed some compression to the outer carton, but did not establish that the desk was defective or damaged before or during delivery.

In accordance with our standard process for large furniture, we arranged the return of the goods for a physical warehouse assessment. A replacement desk was also arranged, but you ultimately chose to return both items and proceed with a refund.

Following inspection, we did not identify a manufacturing defect or damage attributable to Leaf Living’s handling or delivery. Nevertheless, as a goodwill resolution and without admission of liability, we approved a full refund to the original payment method. This refund was processed independently of this review.

For transparency, we have included the delivery-condition photographs and refund confirmation with our response.

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/fdfdffff.jpg?v=1785722947

Leaf Living specialises in large and specialised furniture and follows a structured return and inspection process so that every claim can be assessed fairly and consistently. While we regret that the experience did not meet your expectations, the goods were collected, inspected and fully refunded in good faith.

Kind regards,
Mark
Customer Care Manager
Leaf Living

Antwort von leafliving.com.au

28. Juli 2026

Hi Dave,

Thank you very much for taking the time to share your feedback with us.

We are delighted to hear that you were happy with the fast delivery and the quality of your table tennis table. Providing reliable service and quality products at great value is something we always aim for at Leaf Living.

It is wonderful to know that your new table has arrived smoothly and met your expectations. We hope it brings plenty of fun games and enjoyable moments for you, your family and friends.

Thank you again for choosing Leaf Living and for your kind support. We truly appreciate your recommendation and hope to assist you again in the future.

Kind regards,
Mark
Customer Care Manager
Leaf Living

Antwort von leafliving.com.au

28. Juli 2026

Hi Rom,

Thank you for your feedback. We are sorry that the overall process did not meet your expectations.

For clarity, the issue reported related to cosmetic paint rubbing on the metal lampshades during transit. Although the shades remained structurally intact, we accepted that the finish was not in the condition you expected and discussed several possible remedies with you.

We initially offered a partial refund as a practical solution. When this was not acceptable, you requested replacement shades, and our team agreed to arrange them through an interstate stock transfer. While that replacement process was underway, you subsequently requested a substantial partial refund instead. When that proposal could not be agreed, you changed your preferred resolution to a full return and refund.

We then arranged collection of the complete order and processed the refund after the goods were returned. At no stage did we refuse to provide a remedy. The matter took longer than either side would have preferred largely because the requested resolution changed from compensation, to replacement, and ultimately to a full return.

We remained in communication throughout the process and regret that, despite the options and final refund provided, your experience still fell short of your expectations.

For purchases where immediate in-person inspection or same-day replacement is essential, a local lighting retailer may be better suited than an interstate fulfilment arrangement. Nevertheless, we appreciate your feedback and will continue reviewing our packaging and after-sales processes.

Kind regards,
Mark
Customer Care Manager
Leaf Living

Antwort von leafliving.com.au

28. Juli 2026

Hi Dilanjan,

Thank you very much for sharing your feedback with us.

We are delighted to hear that you are happy with your CUETIQ pool table and that the quality of the product has met your expectations. It is great to know that the table was easy to assemble and fits perfectly into your gaming room.

At Leaf Living, we always aim to provide products that combine quality, value and enjoyable experiences for our customers. We are pleased that your new pool table has become a great addition to your space.

Thank you again for choosing Leaf Living and for taking the time to leave us a review. We hope you enjoy many fun games and memorable moments with your new table.

Kind regards,
Mark
Customer Care Manager
Leaf Living

Antwort von leafliving.com.au

24. Juli 2026

Hi Courteney,

Thank you so much for taking the time to share your amazing feedback.

We are truly delighted to hear that your experience with Leaf Living was such a positive one. It is wonderful to know that your VERSA 4 in 1 game table helped make your partner’s birthday even more special and that our team was able to assist with arranging the delivery timing to keep the surprise intact.

We really appreciate your kind words about John and our customer service team. Keeping our customers informed and providing support throughout the journey is something we always value, so we are pleased to hear that the communication and updates helped make the process smoother.

It is fantastic to know that the table arrived as described, was easy to assemble and has brought so much enjoyment to you and your partner. Creating products that bring family and friends together is exactly what we aim for.

Thank you again for choosing Leaf Living and for your generous recommendation. We truly appreciate your support and hope your new game table creates many more memorable moments for years to come.

Kind regards,
Mark
Customer Care Manager
Leaf Living

Antwort von leafliving.com.au

24. Juli 2026

Hi Kel,

Thank you very much for taking the time to share your feedback with us.

We are pleased to hear that you had a positive experience visiting our showroom and that our team was able to assist you with your order. Providing a friendly, professional and helpful experience for every customer is something we always strive for.

We appreciate your trust in choosing Leaf Living, and we will do our best to ensure your delivery process goes smoothly. Our team will continue to keep your order progressing and provide support whenever needed.

Thank you again for choosing Leaf Living. We look forward to delivering a great experience from start to finish.

Kind regards,
Mark
Customer Care Manager
Leaf Living

Antwort von leafliving.com.au

5. Aug. 2026

Hi Karen,

Thank you for sharing your feedback. We understand that waiting for replacement components without an immediate delivery confirmation caused concern.

After you reported damage to the table legs, our team created an after-sales replacement order and arranged matching components through our warehouse and delivery network. As this is a large and bulky product, the replacement parts needed to be checked against the original model and finish before dispatch.

We can confirm that the replacement legs were delivered on 30 July. For transparency and reference, the delivery confirmation is available here:

View the replacement delivery record:

https://cdn.shopify.com/s/files/1/0581/7932/1994/files/d69f13643be13d4c6208f489d423da03.jpg?v=1785898736

We regret that the progress updates during the arrangement did not provide sufficient reassurance. However, the replacement process remained active throughout and has now been completed.

We hope the replacement components have resolved the issue. Our Customer Care team remains available should any further assistance be required.

Kind regards,

Mark

Customer Care Manager
Leaf Living

Antwort von leafliving.com.au

22. Juli 2026

Hi Raymond,

Thank you very much for taking the time to share your wonderful feedback and experience with us.

We are delighted to hear that you are very happy with your HEXJON Mahjong table and chairs. It is fantastic to know that the design, quality and performance of the table have exceeded your expectations and that it has become a great addition to your family gatherings.

We also appreciate your honest feedback regarding the communication experience. We understand how important timely updates are, especially when customers are waiting for a special product. Your feedback has been shared with our team as we continue improving our communication process and overall customer experience.

Thank you again for your patience and understanding while waiting for your order. We are pleased that the final result was worth the wait and that your family is enjoying the purchase.

We hope your new Mahjong table brings many enjoyable moments and memorable gatherings for years to come.

Kind regards,
Mark
Customer Care Manager
Leaf Living