Cotton On Group Reviews 424

I am absolutely sick-to-death of Cotton On size ing. !! !It's an absolute nightmare!! Their sizes are crazy and no one in the store can help because they seem to also be in the dark !! A garment labeled 'M' turns out to be a size '8' !!!And a pair of fleecy lined joggers labeled '10' turns out to be a size '14' that you could fit 10 baby elephants in!!!.It's so ridiculous I hate this store always having to return and exchange !!!nightmare !!!

Terrible experience with their customer service. I ordered one of their t-shirts from ASOS, when you return it you have to send it back directly to Cotton On, which I did. I didn’t receive any correspondence from them for weeks after I sent my return back so I sent them an email, they responded quite quick at first but when I replied I heard nothing. I gave it some time but still heard nothing so I spoke with them through their live chat, they at first tried to tell me to go back to ASOS, even when it no longer concerns ASOS because the return was going directly back to Cotton On. They then said they would check their warehouse to see if they’d received my return and would email me with an answer, I still heard nothing back. I contacted them again and they told me the same thing, that they’d check the warehouse and email me, I STILL then heard nothing. I contacted them for a third time and told them the situation and they tried to tell me that they had not received my return and I needed to contact Evri, when I had already provided proof that Evri had successfully delivered it back to them 6 weeks prior. I said how this wasn’t good enough and I was due my refund and was not going to just leave it, they said the same thing about how they would look for my return and then email me. The next morning I got an email, not from Cotton On, but from Klarna (who I’d originally paid with) to say that I was getting a refund of £12. I then got an email from Cotton On 3 days later to apologise for the inconvenience and how I should see a refund in a few days. The communication was terrible in every way, they ignored my emails in the first instance and then told me the same thing continuously through the live chat 3 times, when the whole time they had my return and clearly no one bothered to look. Will not buy from them directly or through ASOS again!!

I'm not sure what's happening as I've had good experience using Cotton On and am surprised by the comments here. I do young teenage photography and have used this site a few times and received great customer service with delivery and returns. The clothing is good value for the price point, and their sizing works well for teenagers.

my partner ordered me a little red 2026 planner that was on sale for £3 as i always used to use typo stationary since before their physical stores shut down.

Well a package from cotton on just came and its addressed to a random woman 'Jodie Collins' containing size medium violet pyjamas???? who the hell is Jodie??? why do i have her clothes??? where is my planner??

my partner warned be before buying saying that he does not trust the reviews and i said surely not and told him to get it anyways. genuinely what the hell. im never doubting the poor boy ever again he was dead right not to trust you! and poor jodie wont be getting her pyjamas :(

Absolutely abominable customer service. I have been so specific about my problem, even offering my own ideas for solutions, and they just keep asking me for the same information over and over, telling me they'll get back to me and then closing my enquiry. The communication is so unprofessional I swear I'm being pranked. They literally signed off an email with "toodles".

We visited Cotton on yesterday at Manawa Bay. Signs above the jeans had the price at $15. The fine print stated 'when you buy 2 tees". Wasted significant time queuing to try jeans and tops on. Another massive queue to checkout. Total for jeans and two tees came to over $110. The assistant informed us the tees had to be the ones on a display shelf below the tees. If that had been on the sign it would have saved us all that effort. Walked across to Glassons and everything was clearly marked with its actual price, staff were far more friendly and looked like they actually enjoying their job. We wont be shopping at Cotton on again. Very disappointed.

Appalled by their customer service after waiting on the phone for 45minutes the call just ended…
I purchased 4 cotton vests and they all shrunk drastically after the first wash and now I want a refund I can’t seem to get in touch with them.
Contacted my bank to sort the matter out.

I recently visited the Cotton On store on a busy Sunday early this year and had a disappointing experience at the checkout.

While waiting to pay, my friend and I were left standing for an extended period as a staff member continued a conversation that appeared unrelated to serving customers. We were ready to check out and hoping to leave promptly due to the crowd, but no assistance was offered, nor was another staff member called to help.

When we finally approached, the response given was simply that they were “doing customer service,” which felt dismissive rather than helpful in the moment. The issue wasn’t the wait itself, but the lack of awareness and prioritisation of customers who were clearly waiting to be served.

I usually enjoy Cotton On’s products and appreciate the brand, but this experience stood out due to inconsistent service. I hope the store can improve staff attentiveness during busy periods so customers feel acknowledged and respected.

My daughter bought Xmas clothing gifts from Cotton On for my wife and I and regrettably got the wrong sizes. As she is away on holiday and is not a Cotton On member, we checked the Cotton On site and found that we could exchange the items for the correct size without the receipt. We were delighted and went to Cranbourne Cotton On, where we were told there was a change of policy and they would not change them. I decided to try again at Fountain Gate. As an 81 year old, I was hoping for help and fortunately I was attended to by Didi who could not have been more attentive. She tried to find if receipts were available but when I explained that they weren't she checked stock and allowed the exchange. I am delighted and wish to commend her for her patience and professionalism. Tony Carveth

I bought Bondi Everyday 7/8 Tight in a black color a month ago. This time, the fabric is so thin. After just wearing for half an hour or so, noticed that the stitching is coming off. I really liked these leggings in the past and own quite a few of them. But its highly disappointing this time, the quality should be maintained, it looks like cheap quality.

Horrendous customer service!!!
They picked up my package as it was dropped off at the wrong address (full of Christmas gifts which I ordered well over a month ago) & for some reason are refusing to resend it and are saying it's now "out of stock" even though they physically have my package all ready to go.
They disconnected their phone line & it's near impossible to get a reply via email.
In the process of trying to get a refund now which they make very difficult to do so - will never use their online services again that's for sure!

Order cancelled without explanation, very disappointing before Christmas

I placed an order with Cotton On on 16 December, before the advertised Christmas delivery cut-off, expecting the items to arrive in time for Christmas. Instead, I later received a refund with no email or explanation at all.

I ordered 12 items, and it’s very hard to believe that every single item was suddenly out of stock. When I checked my account, the website simply showed the order as cancelled. I contacted customer service and only received a vague template response saying there was an “internal error” on their end — no proper explanation and no solution.

I contacted customer service again asking for a payment link so I could reorder, but received the exact same copy-and-paste response. Completely unhelpful.

If Cotton On was unable to handle the volume of orders, the responsible thing would have been to pause online orders, instead of advertising a cut-off time, letting customers spend time choosing items and paying, and then cancelling orders without notice.

This experience was ridiculous and extremely disappointing, especially so close to Christmas. I won’t be relying on Cotton On for online orders again.

Received a hoodie in the wrong colour. Return arrived back to them days ago yet no refund no email nothing. Have to wait 2 weeks now to get asos to issue a refund, great service 👍🏼

Just thought I’d share - if you pay for Express Delivery because it promises next-day delivery, don’t be fooled. Cotton On told me that internally, they’re actually told Express Delivery is 3 - 5 business days, but they can’t say that on their website.

So, don’t waste your money paying more for Express when standard delivery gets it to you in the same timeframe!

My delivery never arrived.
You have no way of easily contacting their customer services, when you do they are unhelpful and so slow to respond. Told me they’d send a replacement, they haven’t. Said the items are out of stock, they are not as still available on line. I am owed money back for the products I never received and I’m getting no reply for them about getting it back, despite several emails to them, with no answer. Do not order from them, or typo. It’s incredibly bad service. Should be shut done looking at all the other reviews!!

I bought a snowglobe of Cotton On from ASOS. It arrived broken and leaking all over the box and items. I take photos and dispose of it as it's a hazardous product, with the brake / leaking unknown liquid. But then ASOS won't refund me saying Cotton On have to see the item and get no further help. I'm outraged, what kind of service is this?

I ordered an item via asos, and had to return directly to them but no refund has been issued. They claim it didn’t come back to them with tags, but I returned it exactly as I received it.

Awful customer experience. Impossible to speak to someone about a lost delivery (I don't believe it was ever sent). Chats and emails still not being responded to after 4 days, call line auto cuts you off after 20 mins. No way of speaking to anyone about my order.

Terrible customer service! My order has not arrived and Evri who marked the item as delivered following me chasing it up as was stuck in delivery depot awaiting delivery! How convenient!!! I spent 6 and half hours waiting on live chat with cotton on for someone to respond even though it said wait time 6-11 minutes what they actually mean is 6-11 hours! Attempted to call on their telephone number on hold 22 minutes for an automated message saying basically they are pulling phone line as too busy!!! To be told we will send you an email reply to that tomorrow if goods still have not arrived - obviously 🙄 they not going to, anyway replied to email as goods not arrived and nothing no reply! It’s totally unacceptable and appalling customer service they should be ashamed! Be warned all read reviews before ordering as looks like I am not the only one in this situation!!

I have already written a review about a week ago about this company and gave 1 star because I couldn't get on of any customer service. After more than a week, I was replied by one of the customer care finally. I used different methods to contact them, and there are several different customer care replied me but none of them are really helping, just kept asking the same question on each email until Sherlyn, she kept sending me update everyday and finally gave me an explanation and solved my problem (sort of). About the time they replied my email, I wonder they are actually from Australia instead of UK? Cotton on deserves 1 star but Sherlyn deserves 5 stars. I just checked the website and they still haven't updated the item I have had the issue.