florencestore.com.au Reviews 483

Have tried to contact them 8 times regarding my order,due for dispatch end of March. I’m on an endless loop of AI responses with no resolution. I haven’t received my order and am very frustrated about their lack of communication. Their technology is not working. Buyer beware!

If zero stars were an option, I'd give it. Avoid this store at all costs.

I placed an order back in January and unfortunately included a pre-order item that wasn't due to ship until early April, which meant my entire order was put on hold. When I tried to cancel, I was met with rude and aggressive customer service. I was told I could simply return the order once it arrived, so I gave up trying to reason with them and waited it out.

The order wasn't actually dispatched until late April and finally arrived on 28 April. For the past week, I've been trying to lodge a return through their website, but it keeps claiming Australia Post hasn't marked the item as delivered, which is completely false, as I have the AusPost delivery notification to prove it. I've also emailed them and received no response whatsoever.

I'll now be disputing the charge with my bank and lodging a complaint with the ACCC. Reading through other reviews, I'm genuinely shocked this business is still operating.

I've had a couple of successful transactions with Florence Store - buy dress online, dress arrives in expected time, dress good quality and fits well. I've had a bad experience - buy dress online, dress arrives and doesn't fit, no refund or store credit offered. And I've had my Last transaction: purchase dress on pre-order, hear Nothing for a few months, try to contact them a number of times (online form, Instagram direct message, and email) with no response. I've now used the excellent PayPal process to obtain a refund and will not darken Florence Store's door again. You have been warned.

Florence the Label is a Chinese company that sells drop shipped dresses of extremely poor quality and value. They don't even put a label into their dresses, showing that they come from a drop shipper. They sell copied designs of popular brands. If you fall for this and buy one of their horrible items, they require you ship the dress back to China to get a refund.

No Stars. For months I have tried to resolve the simple matter of returning a shirt that was sent in the wrong size. Upshot is I am now almost 102.00 out of pocket and no shirt as it was returned. The delay in getting a satisfactory reply from this company put me outside the timeframe for a refund from PayPal which I believe was a deliberate tactic. I have now been blocked in sending emails and twice the ai reply on their website has informed I will get an email and yet I’ve had nothing as it is clear Florence Store has no intention of refunding. I have been polite throughout the entire process and have engaged in good faith. Florence store site now has a notification up that they are currently on vacation. It also has a note up in their comments section that reads threats of going to the ombudsman or abusive messages won’t get a reply. I think that in itself speaks volumes with a lot of disgruntled customers. I’m now convinced they are a scam. I invite Florence to respond to my review as it is apparent it might be the only way I get an answer from them. Otherwise I advise anyone considering buying from them to ho elsewhere and not risk losing their money.

Florence Store are not honoring on-line purchases, pre-orders or credit notes. I have a $300 credit note with this on-line store and there is no way to purchase. Their current on-line message "I am currently away on vacation and purchases won't be possible for a few days" has been on their website for weeks. Multiple emails remain unanswered despite a guarantee they will respond within 2 days. If you have purchased through PayPal - lodge a complaint or report to ACCC. Do not waste your time, or money on this on-line 'retailer.' At a time when everyone is doing it tough - this is such a despicable act of dishonesty and trickery. Message to retailer - you will be caught.

Ordered a dress Jan 28.
Notified it was pre order for dispatch mid March.
Tracking slip created by storey on March 16. Tracking has not changed since. Still have not received the item.
Tried to cancel the order shortly after placing it on Jan 28 - they denied this.

BUYER BEWARE I have recently made a purchase, the dress was too big so I returned for a store credit, a month later I am still waiting. I tracked my package so I know they have it, but trying to contact them is impossible, as it is all managed by AI. So I am starting to think I am out of pocket $140!! Will not buy from them again!

Returns process is terrible! Very difficult to get in touch with the company to rectify issues.
I won't be purchasing again from this company! $135 lost.

Don’t buy from this site. I purchased a top in early Feb advertised to be shipped late March. I have not received the order and have received no update. The only contact option on the website is an AI portal that has repeatedly (and immediately) closed my query as “resolved”. The contact portal includes an aggressive warning about their lack of tolerance for threats of bad reviews and the ombudsman. I guess needing to post that says everything about their customer service and other shopper’s experiences.

DO NOT BUY FROM THIS COMPANY. THEY ARE A BUNCH OF LIARS. I ordered a dress for my daughter for prom. The fit wasnt right. I was trying to return it. Their website clearly states 30 day return no questions asked. That was a huge lie. The first email I sent requesting a return they asked me why. I said because of the fit. Then they sent another email asking me to provide photos of the dress and explain again why it doesnt fit. I then replied that I just want to return the item to please send me return instructions. Then they send me an email saying all they can offer is 10% cash back due to the high cost of having to return it to their supplier. They said I could give it to someone or donate it. They're full of lies!!! I will never order from this place again.

Ordered a top that was never despatched… only way to contact them is through AI bot which says “resolved” no matter what you ask. It’s a scam, they’ve stolen my money.

I ordered 2 items on March 18th and it is saying still processing. I did not receive a confirmation email when I did the order. Have sent numeracy messages to you and have not heard back. Could you please contact me asap.
Order No 1021563

Terrible customer service - referred to AI for contact and all answers incorrect. Unable to find my store voucher so am out of pocket for the money i spent as Im unable to contact a person. No phone number to contact
Do NOT buy from this store. I now need to go to the Ombudsman to get a refund!

Updated review and I still have not received a store credit and I have lodged a dispute with my bank and the ACCC! Pls do not buy from this company! Just an update and ANZ advised the response from the company wasn’t good enough so they are refunding me the money. The company advised the dress wasn’t folded neatly enough

This is an update on an earlier review I did on the 9th March which the online business tried to have removed. The Florence Store did NOT refund my purchase nor did it bother to tell me why it wouldn't do this. It must be against the law to refuse to inform a customer of why it flat out refuses to refund a damaged product. I view this as theft as not only did the business keep the returned damaged product, my money, but it also kept the shipping fee I was forced to pay. Consumer Affairs has received my complaint with pics of the faulty item and an outline of the situation. I would like to know how it's legal to simply refuse to refund a damaged item and shipping costs...it simply cannot be! I had to contact PayPal who contacted the Florence Store and was totally ignored. PayPal refunded the cost of the damaged item but I will never receive the shipping costs back. What an absolute disgrace. Avoid at all costs!!!!

I would not recommend purchasing from Florence Store.

I placed an order on 28/1/26 for $101.96. The item didn’t fit, so I returned it and was issued a voucher. I then placed further orders using the voucher.

My most recent order (25/2/26) has not been delivered. Australia Post has confirmed the parcel was never physically lodged, and only a shipping label was created, it is no where in the AP system.
The stores response was ‘it’s not our problem it’s now Aust Post problem’…which is not true, it is Florence Stores responsibility until it’s delivered.

I have attempted to contact the business multiple times via email and their website, however their email address is rejecting messages and I have received no response since 6/3/26.

I have now lodged a complaint with Consumer Affairs Victoria.

I am extremely disappointed with the lack of customer service and accountability, and would advise others to be cautions.

I ordered an item on 3/3/26 and have not received it.Attempted twice too contact through customer service it’s cannot deliver request.Is it a Scam

My concern is their online store states that orders are dispatched the next day i ordered Maddy full length stretch jeans in chocolate & carpenter full length stretch jeans in black 12 days ago. I have an account with them stating that the order is still processing. I went to check to see they were presale items but funny both styles are now not on their jeans pages and Q says no items found. I'm having trouble contacting them through their customer service form after filling it out it just won't send. Getting very frustrated with their after sales service and not being contactable and just want a possible delivery date.

I was sent the wrong product ( pants instead of a top) and submitted a return form. Got the label ok and posted the pants back- but haven’t heard anything about the top being posted. I know my return arrived in their PO Box last week. I can’t get in touch with them- no email address works, the contact form on website doesn’t work. Can’t work out how to contact them.