Cotton On Group Reviews 436

Bought an item absolutely no problem. It arrived ok but the quality wasn’t great for the price. Requested a returns- no problem. Sent my item through the InPost locker. Had receipt of it being returned. Then nothing. Tried to track my return - message said no record of the tracking number. 2 weeks later no refund. I have emailed customer service - no response. Complete rip off. Don’t recommend.

I submitted a return through a representative and I confirmed it was for two items. I went to drop it off and it was only for one item. I then spent 45 minutes on with customer service trying to generate another return. They were slow to respond and unhelpful. They said they could only provide a shipping label which would cost me money to print and packaging cost.

I’ve seen some of their clothing pictures from reliable clothing brands like Hollister. It’s just a scam please don’t buy it

I visited the Perth dfo store Friday the 19th of June. And I just wanted to say I appreciate all the girls working there. I was a completely flustered mum who was so overwhelmed, and instead of judging me the girls set up colouring for my boys so I could get what I needed and get out of there. I’ve only ever been on their side of that experience before and now I was on the other side, I appreciate their kindness so much

Needed a jumper for the day after I got it asked someone to get it for me they gave him a medium instead of a small and now it is way to big

Cotton on Kawana mega store (Sunshine Coast) have the most helpful staff. Been in the shop a few times this week alone and their attempts to service us have been 10/10

I tried to order clothes, none of the sizes are accurate, so I tried to return. There are no drop off points for packages. There is no courier pickups. None of the labels they print for you work. For someone that works nights and lives rurally, this was the worst experience. I will not be shopping with them again.

The clothing looks like it’s recycled and come out an op store terrible quality, I used to buy the clothing and found them of good quality for the price , now however it’s absolute rubbish, most of the products belong in land fill…

Zero stars if I could. I bought an item online and needed to change the size only. The store said I have to pay for the difference which was 3 x higher,as I bought it on one day sale. Upon calling customer care , Jemdrick Prado said pay the difference and thats our policy. Like, it's just an exchange. Not ever shopping there again and will let my friends and family know too. Very bad for customers. And if they work like this I don't know how it will run.

Horrific quality . Linen trousers ripped and frayed within one week of wear.

Item arrived late, after 11 days - paid for standard delivery. When item did arrive it was marked/stained. Wouldn’t order again from here!!

I saw these pants featured in a segment by Kaye Wright on YouTube. She runs an amazing fashion channel and never steers me wrong, so I purchased them based purely on her recommendation. I’m so glad I did—these pants received countless compliments when I styled them with a simple mock turtleneck, open-toe kitten heels, and a few bold accessories. Don’t hesitate to buy these versatile, well-made pants— Luis Pull on Suiting Pant you won’t be disappointed. The transaction was seemless.

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.