Cotton On Group Reviews 436

Absolutely atrocious customer service.
Sent a parcel back, they lost it, and it’s 2 weeks of ongoing nonsense to get my money back. Would never ever recommend this brand again.

I ordered an item for £15 off of this website and was scammed. The money was taken out of my account and no package was delivered. There was also no notification to say my package would be delivered or that the transaction was successful on the account. DONT ORDER FROM HERE!

The review I am about to write is very common, and please as a consumer take notice of them. I order a package on May 13th, 2023. It always said the label was created but never updated location-wise. After 2 weeks of no package, I reached out and requested a refund. The first employee said he issued a refund and sent a janky-looking email to accompany that. One week later, no refund. Contact them again, Taylor Kucks helps me, seems nice, and told me it did not process and issued it again. One week later, no refund. I reach out again today. Finally, someone issues the refund, but I requested proof because to me this was all a scam. She finally send proof and I get an email from Paypal showing the refund was issued immediately. Three tries, no package. Finally, get my refund. What a complete waste of time.

I went into CottonOn at Booragoon Garden City (WA) this morning to return an item. What happened was I bought a pair of leggings from another store, and a couple of hours later, I received an email that the same pair of leggings was $20 cheaper. Jessica from the Garden City outlet was most helpful, and customer oriented. She was proactive and offered a solution which I was very happy with. Prior to Jessica assisting me, a young man (whom I did not get his name) also assisted me, and similarly, he was very helpful and cheerful. Great experience for me and makes me want to support this particular store. Thank you Jessica and colleague.

Literally steal your money. If you return stuff they say they've refunded you and then don't process it.

Online store.

If you contact customer service they keep delaying and saying they're escalating the issue. Absolutely a scam.

I usually shop here in store and have no issues. However, my recent purchase of a jacket proved to be disappointing as it was faulty and tore within a month. Upon contacting customer service, I was informed that a refund could be processed within 5 days. Unfortunately, the refund was not issued within the specified timeframe, and after a week had passed, I had to contact customer service once again to follow up on the matter.

It was disconcerting to discover that my previous chat with the previous agent was not recorded, which resulted in the need for me to explain the situation once again.

Furthermore, the customer service I received over the phone fell short of my expectations. The representative I spoke with seemed to lack clarity in their communication and exhibited a disinterested tone. What's more, I found it disappointing that despite my polite and courteous approach, there was no reciprocation of pleasantries, such as "please" or "thank you," during our conversation. While I understand that such language may not be obligatory, I believe that it is a fundamental aspect of providing quality customer service, which requires maintaining a level of decorum and respect during interactions with customers.

Second experience:

On my second attempt to return an item, I visited the store. Since I no longer had the receipt, they provided me with a gift card. The staff member at the counter wasn't very understanding about the missing receipt and informed me that the item was now priced at $20. This was surprising because I had called earlier and they assured me it was still at full price. Frustrated, I decided to escalate the issue to head office, but their response was disappointing. They extended the process for five days when they initially promised a quicker resolution. The lack of communication was frustrating, and in the end, they didn't even address my original complaint. They simply confirmed that I didn't have a receipt, which I was already aware of.

Terrible dont ever order something from them. I never got my refound back and once u email them they just sent u an automatic email saying ur mail is on hold. They are terrible! Save ur money

Placed my order three weeks ago. Received an invoice the day I placed my order, didn't hear anything after that. I followed up myself three separate times, in person and over the phone. No one could tell me where my order was.

I've been told today three weeks after placing my order that it has been lost in transit and it will have to be cancelled.

Worst experience ever. Would not recommend ordering online with Cotton On.

I placed an order for 6 items on thursday, i then decided to check the reviews for this company and it made me a bit concerned. my items were dispatched the same day i ordered and i have received them today. I am amazed, everything i ordered came perfect, and look even better than i expected. i also ordered items during a busy sale and everything came so quick. i would 100% order from them again. i will say, a lot of people are quick to write their negative experiences online but not so quick when they receive a good experience so i wanted to leave my review so that others can see some positives.

Terrible customer service , I’m a store manager myself , customers always comes first .one of your employee Tinisha at castle towers store, made us wait in the line for about 7 minutes with my mum 78 years old , while she was marking down items on the register refused to serve us so we can pay ,other staff did ask her to help out she said not till the line is more then 5 customers, seriously???? I asked her is what you doing now more important then serving customers, she replied I’ll get someone.
That’s so not acceptable, rude and worst customer service,

Livraison très rapide et conforme à ce que j'ai commandé. Pas de frais de douane

Purchased multiple pairs of gym leggings and after a few wears the stitching started to come out. Gave them a couple of chance but returned 4 pairs and was never refunded... tried to talk on the chat many times but never any help and no refund offered!

they're okay but the fabric wears out very quickly it's very thin i would love some more sturdy clothing options even if it cost a little more

I placed an order online on 21st Dec'. Yes, I am aware that things are very busy just before Christmas and expected a little bit of a delay but I have been disappointed by the poor level of customer service (and huge lack of response) to enquiries about my parcel which still hasn't arrived with me today (4th Jan'). I received an automated email with courier tracking information on 22/12. The courier company apparently have my parcel and have had it since 22/12. The parcel was last scanned on 24/12 at 6am at my local Evri depot. I contacted Cotton On by email on 30/12 to chase my parcel which appears to be stuck. I received an automated email response from Cotton On saying that somebody will be in contact with me. I still haven't heard anything! I contacted Cotton On again on 02/01 after not hearing anything from them and received another automated response but no real response from an actual human. I also went onto the website on 02/01 and used the online live chat system to report the missing parcel to them. I chatted with a person who seemed very friendly and helpful. They told me that my enquiry has been escalated to the team in charge of chasing shipped items and that somebody would contact me by email within 24 hours to update me on the progress of my shipment. 2 days later and I still have not received an update. I tried to track the parcel at Evri and it still hasn't moved since 6am on 24/12! If I do not receive an update within the next 24 hours from Cotton On, I will open a dispute with PayPal and claim back a full refund as their customer service team is extremely inadequate. My order number is 870000821814.

Keeps sending me spam email even though I've unsubscribed a load of times

Very stingy when it comes
to redeeming ‘Perk vouchers’ - they expire too quickly. They are happy to take your money at the time
of purchase - but - they don’t give you much time to cash in the rewards. CottonOn wins both times.

Ordered some mugs, a bowl and notepad for a Christmas present and arrived quickly and packaged securely. I haven't had any issues with the company. Thank you for the lovely products!

Bought 2 tortilla bowls ..no problems at all...very happy

I removed the tag from a jacket I bought online and it was discarded. The jacket was to tight fitting, they are sized small. I tried to return it and they wouldn’t exchange or refund. I have purchased lots of clothes online and very easy to return. Now I am out the money with a jacket that doesn’t fit.

Worst customer service ever. You never get help. I contacted them 20 times with no result.