Cotton On Group Reviews 424

Received the wrong order TWICE. I ordered a sweater, and they sent the wrong color, so I returned it and ordered the same one again, and they sent the wrong color AGAIN. Never buying from them again, considering their terrible customer service as well.

Terrible customer service. Closed fitting rooms half hour before closing.

I was really nervous ordering from here, given the terrible rating, but I really loved some of their Care Bear items so risked it. Pleased to say I had a very positive experience. The items were well packaged, dispatched the same day, and arrived within 2 days.
The items themselves (a mug and a tote bag) are really good quality too.

Absolutely terrible customer service. They love to give the run around and claim “escalation” and not respond for weeks. Would absolutely never buy from here ever again.

Good morning,

I just want to say thanks and great job!! to the three young people serving on the Counter at the Palmerston North Store on THURSDAY 04 July at around 5:15 PM.

I was early for dinner with my sister and just wandered into Cotton On to check on the latest fashions and get some ideas. I wouldn't usually shop new but I was at a loose end so why not. I stood there like a ding-dong for about 5 minutes when I approached the counter to ask the shop assistants what size the clothes go up to. They all looked up to greet me and ask how they could help.

Menopause has been extremely generous with me and I have rapidly increased in dress size over the last 12 months which has been a bit humiliating and challenging.

The three lovely young people informed me that sizes go up to XL and XXL but the stock is kinda patchy. One of the lovely staff members asked me what I was looking for - I said a short length cardigan. She immediately took me to a pile of cardies AND found one in my size - I bought it right away. She also said they can always check on stock at the DC if there was something I fancied.

I was just really impressed that they were listening to what I wanted as a customer, they laughed with me about being a bit of a hefty chonker at the moment and they absolutely met my needs. I didn't feel stink and they all made me feel at ease.

What a lovely bunch of young people - so lovely and thanks for the cardy - I LOVE IT!

:-)

Fat B'stard, Palmerston North.

I have never experienced such poor customer service as I have from Cotton On over the past two weeks.

I made an online purchase to the value of R1357.89 on the 30th of May and the amount went through on my credit card twice - I flagged it immediately to the online agent and I was told it would reverse in 24hrs - this did not happen and when I queried it after 48hrs I was told it will take 1 - 5 working days (NOT acceptable). After 7 working days I still hadn't received my money and queried this and was asked to fill out a form with my details etc. and was asked for a Swift code - when I queried this I was told that the head office in Australia needed to process the refund. After another couple of days I still hadn't received anything so queried and asked to escalate to someone higher who could tell me what the heck was going on - I was contacted by a lady called Bonnie from Australia to say it was a bank holiday and a weekend so that's what the delay was - I finally got my money back a day later.

In the meantime I had sent back two items because I did not like the way they fitted - they were collected quickly and I was more confident that things would now go smoothly. After about 5 days I finally got a mail to say my return had been processed and my money would be refunded in 1 - 3 business days - 5 days later NOTHING. I mail again to enquire, I get sent the same form to fill out with my details - up until now, nobody had sent this to me and if I hadn't queried I probably would have still been waiting. I was furious and let the agent I was speaking to via mail know that I was very unhappy. I sent an email asking for my problem to once again be escalated and I received an email from Thobeka who apologised and that the money would now be refunded, it was 2 days later, but the amount was incorrect.

My original purchase was R1357.89 and the return was R978.60 - they refunded me R2336.49 - the original amount AND my refund - so now they have given me too much money. I'm an honest person and I immediately let the original lady I had been communicating with know and she said she would 'get back to me'. 2 days later she sent me an email to ask me to please send her the breakdown of what the problem is - this was all in my mail to her 2 days prior - I told her to go back and read the email I sent her.

I have never encountered such shambolic and incompetent service in my life. I get they are an Australian company and they manage things through the offices there, the time difference etc. but the South African support is shocking.

My 1st time experience today. Monday 1st of July was Very Rewarding.
Melissa was my 'go to'.
Melissa listened to my request of what I was wanting as far as sizing, style and colour went.
Melissa explained about things as we went shopping.
I went in to buy 1 pair of tights I saw a lady wearing at the Supermarket, and came out $269.96 later.
I couldn't have asked for a more helpful, assertive, kind, caring, n non judgemental person to help me.
I am older. Melissa is younger.
I was very well looked after.
I live rural and never shop in the city.
Because of Melissa. I will be back.
'On a Monday'.
Thank you Melissa.

Refunded the wrong amount for my return. Been going back and forth with them for a month trying to get my refund. Still nothing and they’ve stopped responding to me. I won’t be buying from cotton on again which is a shame as I liked the clothes.

Have had 2 purchases from Cotton On Body in Gladstone recently, both times I have had the pleasure of being served by Hayley. This young Lady is an asset to your company, please look after/praise/encourage/reward her so you do not lose her.

Terrible returns service. Retuned an item after ordering on line. 3 weeks later I am still waiting for a refund. No explanation just advised it had been escalated. No reply to email I sent. Now have to wait 48hrs for a reply after already waiting 3 weeks. Not holding my breath. Will never order online again. It was not a cheap item either. Don’t think the company care as they don’t seem to respond to reviews

I placed an order a day before a public holiday and paid for express delivery. My order was placed Tuesday 28 May. It is Sunday 02 June- absolutely nothing “express” about this delivery. I contacted them via chat on Friday and was told that it was in the process of being “shipped”. I stated that “shipped” does not mean delivery. Apparently this type of service is not unusual for Cotton On after speaking to others. Won’t be buying from them again - not reliable or trustworthy.

Update: 03 June: contacted them via their chat (seems more like a bot), waited a “few moments” — no response to my query about the item or when it will be delivered.

I am writing to indicate my dissatisfaction with the service that I received regarding a request to return goods that I purchased.
1. I purchased a pair of slippers for a gift.
2. I removed all tags, wrapped it and sent the gift to a friend.
3. The friend came back to me immediately and indicated that she just bought new slippers.
4. I then took the slippers that I bought back to the store with a view to return it and buy something else with the equivalent amount.
5. I had the slipper sin brand new condition and I had the proof of purchase slip.
6. I was told that I cant exchange the slippers because I removed te tag.
7. I indicated that I had to because it was a gift. I also indicated that the conditions for return indicated in the store on the counter was: ‘to return the item in a condition that it was bought and that the proof of purchase slip is included. There was no indication that the tag is also required.
8. I followed the steps usually accepted in stores around the country. Including Woolworths, Truworths, Edgers and HM
9. I feel that I was unfairly dealt with as I lost R450 which I can do nothing about.
10. I met the conditions set out on the store counter for returns. Yet I was told that on the website the return policy spells out the need for the tag. I went to purchase my item in the store and I was not actually buying online -so I would not have bene privy to the condition stipulated on the website but not in the store.
11. This is unacceptable-I believe I should be allowed to return the ite

Ordered through ASOS too, same as other reviews I never received a refund on my return, which had to be returned directly to Cotton On, never had a reply by email from neither company, so made a claim through PayPal, PayPal have sent ASOS a message and they have 10 days to reply.

I bought a whole load of deep noodle bowls and crisp bowls over a year ago now and the quality is amazing! Fast delivery and everything was wrapped well so it wasn’t damaged

I ordered 2 pairs of leggings. The delivery was great, the leggings are great, except I have to return them because they are too short. I emailed them to see how much it will cost me to return them and I keep getting feedback that my email can’t be sent.
Not happy.

Their clothing items are nice I had good shopping experience with them

Sent wrong items, won't send correct item.

Awful company. Do not bother to buy from here, ordered from ASOS and had to send back to them directly and it's been nothing but hassle. Item returned to them a month ago, contacted 3 times to get my refund back, awful customer service. No apologies, nothing they can do, 24-48 hours for the 'escalation' to be sorted by a managers approval apparently. Most companies after such hassle are able to issue a refund straight away as they can see it's back with them and offer something as a sorry, not these guys. Not that I would order again anyway, absolutely useless and crappy clothing anyway

The ordering it’s self is fine. The sizing is ridiculous, I ordered a size extra small and it can fit my size large mum so no the sizing is completely of and nothing can fit me!

It it not reliable to order anything online so they can deliver it as I just had a bad experience. Received a text said I have sign and receive my parcel but nothing to be found. I used to buy alot from them but this won't be purchased anything from them.