Cotton On Group Reviews 436

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.

I have been a loyal customer to cotton on for years now. But i will no longer be a customer anymore since they are a company who is not willing to stand behind their product. We were always happy with our experience in the store and with products we’ve bought in store and online in the past but our last purchase was a pair of green colored jeans. We always try things on and then wash items before we wear them the first time. With one wash the color became splotchy. I tried going to our store for an exchange and they said they could not do anything for me so i chatted with someone in customer service online and they told me to ship them to the company since it was a defect in the product. They gave me a return label so i did that and the jeans were returned to me with a note saying anything bought in store had to be returned in store. I wasted $70 on jeans that i never wore and no one will help me. I will no longer be a customer to this chain.

Spent over £50 on several items
Ordered on 26.11.23 and it said it would be 4/5 days delivery. Never arrived. Evri have lost/don’t have it. No up to date tracking information. Terrible customer service, back and forth messages with ‘Jabuile’ who doesn’t speak good English and told me it’s nothing to do with them and evri’s issue. Evri said they don’t have the parcel from cotton on. Complete scam.

Awful customer service particularly from a ‘Jabulile’. Basically calling me a liar for complaining about a missing item in my order and has very poor English which makes it frustrating to communicate.
I tried to contact a different email but it was still Jabulile responding

My other items arrived fine which is why I haven’t rated this one star.

Don't even bother ordering from here! I ordered a t-shirt from here on 27th November and today (December 6th) I went on the live chat to ask them when I can expect to receive my item (keep in mind standard shipping is £4!) as after 10 days I would expect it to be at least shipped, only to be told that they cancelled the order due to the item not being in stock! They didn't even think that it was necessary to inform customers that orders had been cancelled due to their poor planning and taking of stock! No idea if they even planned to send me a refund until I asked about it, wouldn't be surprised if they tried to see if they could get away with keeping it, not impressed and I genuinely would not waste my time here again, I would rather spend extra money and get a decent service elsewhere.

THE STORE MANAGE AT NARELLAN NSW - CHANTELLE - SUCKS!!!
she is rude, obnoxious, and talks over her customers. In my case not once but twice, screamed down the phone at me. she advised me that the fact that the ceramic item broke despite the bag breaking was "NOT HER PROBLEM" even after being shows the broken bag. the item was not even wrapped. I highly doubt she even spoke to the area manager. this will alo come out in the wash

I placed an order in October which I never received. I still have not received a refund for this order OR any correspondence since my last email on 11/29 regarding the fact that my card STILL hasn’t been refunded for an order placed in October. I tried to be patient and get this resolved before leaving a review but this is the WORST customer service I’ve experienced and hope to save others the hassle, time and money. I have received no updates whatsoever and I’ve had to reach out to them multiple times to try to figure out what’s going on with the order. I’ve been told MULTIPLE things, including 1. my items were shipped and returned to sender, 2. that they would be shipped again… not once but twice, and then 3. finally and unfortunately (since I missed the opportunity to buy similar items elsewhere during a sale, AND this was a gift for my daughters bday) that my items were out of stock and would refund my card in 1-5 business days in which it still hasn’t been refunded as of today 12/4…this was on 11/22. Two of the times I reached out for an update I had absolutely NO response whatsoever including trying to find out when my card would be refunded, this was on 11/29. I have reached out to them a total of 7 times regarding this 1 order. I understand it’s the busy time of year but this is terrible business and from a customers perspective, completely unacceptable.

I am a loyal customer at Cotton On Kids at the Southland Store. All my experiences shopping there have been so positive! A lovely lady, Maria has always engaged with me, provided the highest level of customer service, so kind and warm to my kids too! I’ve bought so many gifts and Maria always knows how to give the right advice. She’s also so friendly, but professional. Highly highly recommend going into Cotton Kids!

Very rude staff and incorrect open hours.
Went twice to collect my online order from cotton on Papamoa but store was shut. Website said they shut at 6.30.
Second attempt at collection I arrived at 5.05 and the store person who was locking up at 5 refused to let me collect even though it was already paid for. Rubbish service all round