* Overall satisfaction is an individual rating and not a combined total of all ratings. By default, brands with equal overall satisfaction ratings are sorted by the mean overall satisfaction score as rated by consumers. You can click the arrows at the top of any column in the table to sort by the results in that column. ^ By clicking on a brand or ‘details’ button, you will leave Canstar Blue and be taken to our referral partner to compare. You agree that Canstar Blue’s terms and conditions apply to this referral. If you click on a brand that our referral partner does not cover, you will be taken to a brand page on Canstar Blue. Canstar Blue research finalised in December 2022, published in December 2022.
Aussies have rated Temple & Webster best in Canstar Blue’s furniture retailers review, giving it five stars for value for money, customer service, product availability, website experience, and overall satisfaction.
Whether you’ve moved into a new home or just want to spruce up your lounge room with new hardware, doing the rounds of furniture stores to find that perfect sofa and coffee table combo, can be equal parts exciting and confusing. To help you find a furniture retailer that ticks all your boxes, Canstar Blue compares the top names in the market.
Canstar Blue surveyed 878 Australians for their feedback on the furniture retailer(s) they’ve purchased furniture from in the last 12 months. Note: This refers to retail chains who mainly sell furniture, NOT department stores, independent stores or second-hand furniture. This could be in-store or online.
The outcomes reported in these ratings are measured via accredited research panels managed by Qualtrics.
Respondents rate their satisfaction with their furniture retailer(s) from zero to ten, where zero is extremely dissatisfied and ten is extremely satisfied. Brand satisfaction was rated by respondents on the following criteria:
Overall satisfaction: measures consumer satisfaction with a furniture retailer as an individual score NOT a combined total of all criteria.
Value for money: the price of the furniture was reasonable given the quality of the products and materials used.
Customer service: the furniture retailer’s customer care team was helpful, knowledgeable, and able to handle objections effectively.
Product availability: the furniture retailer offered a wide variety of product categories, and items in various designs, sizes, etc.
Store layout & presentation: the furniture retailer had a clean storefront, a pleasant atmosphere, and a logical store layout.
Website experience: the furniture retailer’s website was easy to navigate and products were easy to find.
The winning brand is the one that receives the highest Overall satisfaction rating once all the scores from the Overall satisfaction criteria are combined and averaged.
Overall satisfaction is asked as a specific question and represents an individual measure, not a combined total of all criteria.
When we cannot determine a clear winner from the criteria for the Overall satisfaction rating, we will then look at the other criteria measured in the rating.
The brand with the highest number of five-star ratings within the supporting criteria will become the five-star recipient in overall satisfaction, and thus win the award. If a clear leader still cannot be determined from the supporting criteria, joint winners will be declared.
Brands must have received at least 30 responses to be included, so not all brands available in the market have been compared in this survey. The brands rated in this survey are listed below in order of best overall satisfaction.
Temple & Webster scored five stars for value for money, customer service, product availability, website experience, and overall satisfaction. Freedom also earned five-star accolades for customer service and store layout and presentation, while Harvey Norman scooped up a win for customer service.
Note: As an online-only store, Temple & Webster was not eligible to be rated for the store layout and presentation research category but received five stars in all other categories.
Temple & Webster is a totally online furniture retailer known for its beautiful and budget-friendly homewares. The brand prides itself on helping households live ‘more beautifully’ with ‘carefully curated’ stock to match all styles and tastes. Whether you prefer a fresh coastal look, the clean lines of Scandi style, cool and contemporary designs, or classic pieces ─ Temple & Webster has you covered with over 240,000 furniture products in categories like kitchen, lounge, bathroom, office, lighting, home décor, baby and kids, lifestyle, and more. Temple & Webster ships Australia-wide and offers ZipPay, Afterpay, and Humm.
Temple & Webster scored five stars in every category. This includes value for money, customer service, product availability, website experience, and overall satisfaction.
Other furniture retailers
Not all furniture retailers in the market qualify for our ratings (based on minimum survey sample size), but that doesn’t mean they’re not worth considering. Here are several more brands to check out before making a purchase decision.
Ideally, you want to find a furniture shop that strikes the right balance between style, budget and convenience. Some furniture shops deal exclusively in high-end or luxury furniture, which may not be ideal if you’re on a tight budget. So, it’s always worth keeping an eye out for a mix of stores that offer a wide selection of stylish, quality and functional furniture, at low, mid-range and high-end price points. This can be especially helpful if you get a little too excited and tend to overspend, just like the consumers we surveyed who admitted to making impulse purchases (19%) or often fork out more than they planned (22%).
Megan is Canstar Blue’s Home & Lifestyle Editor, leading the team that focuses on consumer products and services, ranging from supermarkets and groceries to home and personal appliances and retail stores. She interprets Canstar Blue’s bespoke research on the thousands of brands that we compare, rate and review, to help shoppers make better purchasing decisions.
Samantha Howse is Canstar Blue’s Consumer Research Specialist, coordinating the consumer research program behind our customer satisfaction awards across Canstar and Canstar Blue in Australia and New Zealand. Sam has earned a Bachelor of Business (Marketing) from Griffith University and, with seven years in market research and 2 years in marketing, she is experienced in survey design, implementation and analysis, coupled with an understanding of marketing principles and best practice.
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