Australian Outdoor Living Questions & Answers

Hi Ryan and Roslyn,

It is disappointing to read your negative comments about Australian Outdoor Living.

It means a lot to us when homeowners choose Australian Outdoor Living for their projects. We work hard to ensure that our clients are happy for choosing us. Most of the time, we achieve this and are lucky enough to receive some kind words in the form of a review, or post on our Facebook page. We're upset to read that this doesn't sound to be the case for you, and that this has led you to feel so negatively towards our company and even questioning the positive feedback we do receive from other clients.

We only ever ask for honest feedback. This is what is important to us, as it confirms what we're doing right and allows us the chance to improve experiences where possible. Once in a while we have tried to reach a resolution with a customer but they remain unhappy and begin to leave multiple negative comments across our Facebook page and advertisements. We do unfortunately have to remove serial posters from our business page as it has gone past a productive dialogue and becomes damaging to our advertising efforts.

We realise that 13% of our reviews on this listing are 'negative'. Please know that we take these posts very seriously and appreciate them just as much as the 'positive' posts; as these allow us to learn from, and get better at what we do. We'd like to reassure you that the 85% of 'positive' 4 and 5 star reviews on this platform are legitimate, and the result of years of hard work our team has put in behind the scenes.

If you would like to discuss this further we welcome you to contact us at [email protected]. (Please quote reference number PR16420Q.)

The team at Australian Outdoor Living

Hello Ken,

Thanks for getting in touch.

I believe you are interested in our SmartTrack Outdoor Blinds? They are relatively new and proving very popular!

Our Victorian office has done work in Bairnsdale before and would be more than happy to pop out and visit you also. Please call our team on 9930 7600 when you have a spare 5 minutes and we can arrange a suitable time.

We look forward to chatting with you more about the project.

Kindest regards,
The team at Australian Outdoor Living

Hi PaulP,

Thanks for getting in touch with your question.

Its exciting to hear that you are looking into installing Outdoor Blinds at your place. Thank you for thinking of Australian Outdoor Living!

We use a unique wedge welding technique to minimise fraying on the edges of our blinds. This is opposed to the more common stitching method. We find that this technique greatly reduces any loose threads and offers a neat, crisp edge. As you can imagine, over time stitching exposed to our harsh Australian sun can disintegrate from the UV exposure too. The wedge weld avoids this altogether.

I hope this clears things up for you. If you're ready, I welcome you to contact me directly at [email protected] and I would be more than happy to get the ball rolling for a free measure and quote.

Kindest regards,
Alexandra Hand

Hi PaulP,

You're welcome.

I have asked the question for you, and both our Sales Manager and our Manufacturing General Manager can't confirm as, to be honest, we're really not sure. We are involved in a lot of trade shows and they both said they haven't seen the same technique used on the edges of these kinds of Outdoor Blinds.

Please let me know if there is anything else I can help with.

Kindest regards,
Alexandra Hand

Hi Ryan,

(Thank you for joining the conversation too, Michael.)

Appreciate you getting in touch and were so glad that you're considering Australian Outdoor Living for your new Outdoor Blinds.

Our Outdoor Blinds are exclusive to Australian Outdoor Living and are custom made to our clients colour choice, size of area and in consideration of their existing structure. We have many different options available. For these reasons we offer a free measure and quote visit. This way, we can ensure that we are offering the best advice for you and your home, as well as a reliable quote.

We would really need to see the area to see if the post bolts would be an issue. As far as size goes, its different per state.

I'm sorry that I haven't really been able to answer your questions. As Michael has mentioned, we designed a completely custom solution for his area too. Of course, we would be more than happy to pop out and have a look at your area so that we can give you the best advice. If you like, I can arrange this for you. (Please just email your name, suburb, state and best contact number to [email protected]) or, feel free to call 1300 13 13 49 for your local office.

I hope we're able to work together on this project.

Kindest regards,
Alexandra Hand

Good Morning CRV,

Thank you for your interest in our Roller Shutters. We appreciate you thinking of us and getting in touch.

Can you please contact me at [email protected] with your name, suburb, state and best contact number and I would be more than happy to get the ball rolling on this project, for you.

Kindest regards,
Alexandra Hand

Good Morning Joy,

Thank you for getting in touch with us.

It's not often that our clients aren't entirely satisfied with their Australian Outdoor Living Outdoor Blinds, and we are disappointed to hear that you might have some concerns with yours. As you know, our Blinds are custom made to your measurements and preferences, and we also carry out a check-measure... We'd love to find out more and get to the bottom of this.

Can you please email me with further information (including your surname, the suburb and state you are located in, your best contact number and more details about the length and colour etc.) so that I can get the ball rolling? My email address is [email protected]

I look forward to hearing from you.

Kindest regards,
Alexandra Hand

Hi Ronald,

Apologies for not getting back to you sooner. (Unfortunately we have had some issues logging into our account.) Thank you for considering us and getting in touch.

It sounds like you have some exciting plans in mind for your outdoor area. We would love to be involved and help you to bring your ideas to life.

Our Sydney team supply and install outdoor blinds, artificial lawn and build pergolas, verandas and decks. Depending on exactly what you are after, we may be able to help.

I’ve spoken with Andrew from our Sydney team about your inquiry and he has invited you to give him a call at the office on 8602 1200 to discuss the project in further detail.

Kindest regards,
Alexandra Hand

Hi Shawn,

Thank you for your candid feedback of Australian Outdoor Living.

We'd like to look into this further and we welcome you to contact us at [email protected] with additional details including your full name, the state you are located in, who you've been dealing with and any other information you feel may assist us in looking into this.

We hope to hear from you.

Kindest regards,
The Team at Australian Outdoor Living

Hi Shawn,

The extra information you have provided has created confusion and raised some questions within our office:

We don't usually take legal action unless absolutely necessary. This usually only occurs when we are chasing outstanding monies.

Our Sales Manager handles all cancellations himself. This was shared with our Sales Manager who can't recall this experience.

We do all that we can to ensure our clients are comfortable with what has been agreed to, and we adhere to cooling-off periods, refunding deposits where required.

Your experience sounds out of the ordinary and were surprised that we can't recall this.

We would like to substantiate your claims - maybe even confirm there is no confusion with company names, as we've had this happen before - and welcome you to contact us with additional details so that we can look into this further. (Feel free to email [email protected] with your details.)

Kindest regards,
The team at Australian Outdoor Living

Hi Jenny,

Thank you for your enquiry regarding our Flyover roof option for pergolas.

In relation to your question, we would like to provide you with some context regarding our Flyover roof option for pergolas in patio areas. Flyover roofs are naturally built stronger because we endeavour to have products that are built to last. Although we can’t determine the weather, we can guarantee that we source the best materials to provide you with the strongest structures that will stand the test of time. We also offer a guarantee for 5 years structural, 15 years paint and 25 years in timber.

We take pride in how secure and efficient our products are and our Flyover range can be fitted either attached to your home or freestanding and will keep the rain out. Previous feedback from customers has been very positive thus far however, we do advise that you thoroughly study our after care plans so that you can extend the quality and durability of our products for years to come.

If you would like any more information regarding our Flyover range including the different types and what will be the best option to suit your home, please feel free to contact our Sydney team at 86021200.

I hope this information has be somewhat helpful and if you have any more queries please feel free to contact us.

Kindest Regards,
The team at Australian Outdoor Living

Hi Jayjay,

Thank you for getting in touch with us.

We can certainly help you out. Before we can do that though, I will just need to clarify a few things.

Unfortunately due to Product Review's Posting Guidelines they have removed your email address, so I would like to instead welcome you to contact me directly at [email protected]. Please provide me with further details - including your name and surname, suburb and state, best contact details and any other information you feel may help, and we can go from there.

Looking forward to helping you to install these Outdoor Blinds at your shop!

Kindest Regards,
Alexandra Hand

Hey there Chris,

Thank you for getting in touch. Happy to help!

Whilst outdoor blinds require quite minimal maintenance, we do provide a “Caring for your Blinds” brochure during our visit and this includes some hints and tips for cleaning etc.

The Recommended Cleaning Process below has been copied directly from this “Caring for your Blinds” brochure:
1. Remove any particles on the surface of the material to avoid scratches when wiping with a cleaning cloth.
2. Clean with a soft fabric cloth using a diluted warm water based detergent solution 1:10 (1 part detergent 10 parts water).
3. Rinse completely with fresh water and wipe dry with a soft lint free cloth or sponge.
Also, before rolling the blind up, please ensure that the fabric is thoroughly dry to assist with maintaining the clarity of the PVC.

For more details and extra information, I would be happy to share a PDF of this brochure with you via email. If this is of interest, please contact me at [email protected].

You are also welcome to call your local office on 1300 13 13 49 and one of our friendly team would be more than happy to answer any questions you may have.

Kindest Regards,
Alexandra Hand

Hi Lizzy,

Thank you for getting in touch with your query. We would love to help with your swimming pool enquiry – and in short, we do also offer finance.

Our finance offerings can differ on a month to month basis around promotions running. Our current promotion for February is a 40 months interest free finance period. As mentioned though, this can change.

We would like to welcome you to contact our team in Adelaide on 8229 7000. We can then have a chat, discuss exactly what you’re after and answer any additional questions. From there, if you’d like, we can then arrange a visit to your home to measure up, provide a free quote to gauge what the level of investment would look like and further explain possible finance options suited to you.

We hope to hear from you soon.

Kindest Regards,
The team at Australian Outdoor Living

Hello Daz,

(Hi also to you Rino! Thank you for offering your assistance in the meantime.)

Happy new year! Thank you for the query and we're sorry for the delayed response.

Over the Christmas/new year period our offices were closed (15/12 - 2/1) so to allow the Australian Outdoor Living team some much deserved time off to enjoy with family and friends. This was advertised on our website and Facebook page. This may explain some of the difficulties you had in contacting us and we're sorry for any confusion this may have caused.

We do partner with a phone answering company during this time, so we can field inquiries and so that messages can be taken, ready for our return. Did you try calling?

Most of the team are back on deck as of today. Please feel free to give us a call on 9930 7600 at your earliest convenience.

Again, we would like to apologise for delayed communication during this time and we look forward to hearing from you to discuss your order.

Kindest Regards,
The team at Australian Outdoor Living

Hello Daphney,

Thank you for getting in touch with us. We would love to help answer your question and will do our best with the information you have provided.

What you're describing sounds like it could be the result of the sun's rays hitting one side of the glass and intensifying the heat through the other side - having a magnifying effect.

Unfortunately Australia's hot weather conditions can make things a little uncomfortable in Summer - we are known as being "the sunburnt country" after all. We find that when temperatures soar, and on the same types of days that artificial lawn does get hot, most people tend to stay indoors to avoid the hot sun anyway.

If you are planning on braving the heat and sitting on the lawn though, we recommend you sprinkle the lawn with the hose beforehand as this will help it to cool it down quite quickly. (Laying down a picnic rug, also helps.) On days like this, to avoid the heat underfoot, we also suggest you simply pop on some thongs or flip flips; just like you would in hot weather when walking on outdoor bricks, cement, paving etc.

For a more permanent solution, you might like to look into frosting or tinting the glass panels?

For now, without knowing more, this is all we can really suggest and advise. We have a few questions for you ourselves (What exactly are you experiencing? Is the patch of artificial grass which is causing you concern, directly alongside your pool fence? Was your artificial lawn purchased through Australian Outdoor Living? When did you purchase the Artificial Lawn and when did you purchase the glass fence?) If you would like to contact us directly, we welcome you to email us at [email protected] and we can discuss this in more detail.

Kindest Regards,
The team at Australian Outdoor Living

Hello daljit,

Thank you for your question.

Whilst it's very encouraging to hear that our products are in demand internationally, I am sorry to say that at this point in time we only service the Australian market.

We would love to invite you to please stay in touch. You may like to follow our Facebook page (https://www.facebook.com/australianoutdoorliving/) to keep up with all Australian Outdoor Living news. Who knows, international expansion plans may be on the horizon and a local office in India may not be too far away - if and when that happens, our Facebook fans will be among the first to know!

Kindest Regards,
The team at Australian Outdoor Living

Hi Brisbane, thank you for your question. Hello also to you, sandhr. We appreciate you joining the conversation - you beat us to it!

Brisbane, to answer your question simply... No, we do not offer incentives to our customer to come to Product Review and give us “a good review”.

Feedback is hugely important to us - ‘positive’ or ‘negative’. It provides us with valuable customer insights and, regardless of the nature of the review, we take all feedback very seriously. We regularly ask our clients to provide us with candid, honest feedback so that we can learn from past experiences and ensure we’re providing the best experience we know how - from the products themselves, right through to the installation and our team’s service.

Point of sale, is one of the opportunities we take to discuss feedback and this is what sandhr is referring to. In most cases, we find that it’s really as simple as “ask and you shall receive!” We are very open about this and are more than happy to negotiate potential incentives, in exchange for some extra effort from our clients e.g. offering a price reduction to our customers for a review of their experience with us. We do what we can to ensure this is unbiased and that platforms like this offer a true reflection of the average Australian Outdoor Living customer’s experience. As you may have seen online, we do receive 1 and 2-star reviews on the odd occasion and these reviews are just as important to us as the 4 and 5-star posts. We are a company that pride ourselves on doing a great job and honest customer feedback helps us to maintain accountability and instigate changes where required for our current and future customers, as well as our own longevity.

We hope this answers your question.

Kindest Regards,
The team at Australian Outdoor Living

Good Morning Sarah,

Firstly, thank you for for choosing Australian Outdoor Living and for getting in touch with your question.

It's great to hear that after just a few short days you are already able to recognise the quality of our Bella Vista Outdoor Shade Blinds and we hope that you got the chance to enjoy (and maybe even show off!) your new blinds over the weekend.

Unfortunately without seeing the job, it is difficult to understand exactly what you are describing and we couldn't explain for certain why this may be. Of course we would be more than happy to look into this, and a quick site visit - or maybe even photos - could help us to answer this for you.

I'd like to welcome you to please contact me at [email protected] with your surname, suburb, state, contact number, and ideally, some photos of what you've described above.

Looking forward to hearing back from you.

Kindest Regards,
Alexandra Kuchel

Hi Russell & Theresa,

Thank you for getting in touch.

Due to the distance between our office and your location, at present, Australian Outdoor Living does not typically service the Emerald area i.e. offer our free measure and quote service. However, if it is Outdoor Blinds you are interested in, we may be able to offer a supply-only service providing you are able to share the measurements you are after. (We recently sent our Outdoor Blinds up to Cairns!)

If this is something you are interested in pursuing, I would like to welcome you to make contact with us at [email protected] or call our QLD branch directly on 3380 3700 to chat further.

Kindest Regards,
The team at Australian Outdoor Living

Hello Lita,

Thank you for making contact and expressing your interest in our pergolas.

Our NSW branch is located in Minchinbury. There is no display centre but there is a small showroom with samples. You can contact them directly on 8602 1200 and they will be able to answer any more questions you have in detail.

I hope this has helped!

Kindest Regards,
The team at Australian Outdoor Living