Cotton On Group Reviews 436

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.

Received hoody with giant stain on it. Can’t see to contact the company to return. DO NOT ORDER FROM THEM

Cotton On Rotorua – Very disappointing experience

I had a very bad experience at the Cotton On store in Rotorua. One of the staff members was extremely rude to us, started yelling, and even used abusive language. This behaviour is completely unacceptable from any retail staff.

Because of this experience, I would not recommend anyone to visit this store. I hope the management takes this seriously and improves the customer service.

— Aryan

Returns / refunds NOT possible here — the site glitches on step 1 of the returns process — in all browsers! So I tried to contact them... I called, held 10 mins and then it dropped. Online chat is unmanned and promises a response by "message" (whatever that means). An auto email comes... but Im just waiting for a genuine follow up rn before I finalise a full review. It might go well who knows

£300 of clothes received for my daughter, need to send £179 of stuff back to them as they don’t fit.
Extremely difficult to return, as our address is not correct for return. It tells me to input MY address for return but on their webpage it’s already added an address that is for a warehouse. I just want to ask a simple question. Is this how they work it ? I cannot alter it. Phone calls drop after 20 mins, they let you hang on and then tell you their phone lines are disabled. Not answering chat, that is no longer live, email not answered. The other option is a 2 hr trip to a typo shop. I will never order from this company again. They definitely do NOT want to talk to you or help you.

I received the wrong order and they haven’t offered to rectify

Horrible experience. I ordered a product online expecting it to arrive on time (paid shipping cost of £4), but my parcel is lost or misplaced. And there is no way to claim my shipping cost or the item cost. This is the worst online service I've encountered. Please be cautious when shopping with Cotton On online.

The quality of the clothing is awful. The company name is so misleading. The clothes dont even contain cotton and they are made of a stretchy spandex like material that just smells like plastic. The pricing deceives you into thinking that the quality will be good but Primark has better quality and actually uses more cotton. The clothing did not look like what was advertised so I tried to return and the process was awful. I put in my order number and it came up with wrong address and then wouldn't let me change. I've now been sat on hold with customer service for 15 minutes. Do not buy!!!!

I can't find an option to return an item on the website or email received from the order placed. On the website it says you can return anything at the Typo stores, which I tried but the attendant said they can't return items paid via PayPal so I needed to do it online. Wasted travel. So I sent an email to ask how to return an item, and 2 days later I receive a reply saying that my order was delivered. Hello? I never said it wasn't, they didn't even read the email. There's no phone service and online they have this really poor service. The quality of the products is not the same and now you're not able to return them. I wish I had checked the reviews before buying. Never again.