Forever New Reviews 

I am writing to express my disappointment regarding the quality of a blouse I recently purchased online.

Firstly the yellow colour is not the light-yellow colour as in the pictures.

However most discerning, after washing the garment only once, the material has already begun to fail. As shown in the attached photo (WhatsApp Image 2026-10-09 at 09.39.55.jpeg), the fabric is experiencing severe yarn slippage and thread separation. The weave structure lacks the stability to hold together after a single wash, resulting in ladder-like gaps where the threads are pulling apart.

Given that this structural damage occurred so quickly, the item is completely unwearable and falls well below acceptable quality standards.

Please let me know how we can proceed with a return or refund for this defective item. And then the customer service department wants me to beg any store to refund an online purchased? Really disappointed!!!

I wish there were 0 stars. I have been waiting two weeks for a refund. Absolutely ridiculous! Totally put off buying from this company. Terrible customer service and communication. I’m over it Forever New. Get your act together!

I reserved a beige cardigan for pick up on Saturday 5 sep 26 at Sylvia Park, Mt Wellington, Auckland. I went at around 11.30am, asked a gentleman named James or Jonathan i believe on the counter that I reserved a Cardigan. He asked if I had confirmation which i didn’t receive. He brought and there was a foundation stain on left side of cardigan. So i asked if he had any other or if u could remove with wipes. So he took the wipes n left the wipes for me to remove which I decline to do it. So than he commented that we are not going to give you discount if you are asking. The assumption which he thought i was asking for discount is incorrect, and said you order online and get it delivered i told him i am not asking for discount, please check any other stores had the cardigan. So he said he checked onehunga had so i requested if he could advice to hold. He didn’t had welcoming customer service skills at all no smiles. Seems very lazy person. I would request please train staffs or provide refresher skills

Had a really great experience at Forever New! The customer service was excellent, and Manisha was especially helpful, friendly, and professional. She made the whole shopping experience easy and enjoyable. Really appreciated her patience and attention to detail. Highly recommend! ⭐⭐⭐⭐⭐

I am out $100 for a dress that was never delivered.
Customer service just keeps saying working on it. Was told to track the package with shop and when i did it said it was conveniently delivered right when I opened the app. No tracking information, just shipped parcel post.

⭐ **A BIG 0 Star**

Extremely disappointed and frustrated with Forever New’s customer service.

I have been trying to resolve a gift card issue for over a week, but no one seems willing or able to help. I have contacted customer service and the store, and I keep getting told that nothing can be done.

I am potentially losing **almost $100**, and honestly, it feels like nobody cares. It is extremely frustrating to lose money that I have already paid to the company, with no one taking responsibility or offering a solution.

I expected much better customer service from Forever New. Very disappointing experience and a complete waste of time trying to get help.

I am extremely disappointed with the way this situation has been handled.
I returned two items and, instead of receiving a refund, I was given a gift card. However, when I tried to use the gift card, it showed “NOT VALID.”
I contacted customer service to explain the issue and simply asked for a valid gift card to be provided. Instead of helping me resolve the problem, I was told that you cannot provide me with the details of the gift card.
Honestly, this is ridiculous and extremely frustrating. I returned the items in good faith, and now I have neither the products nor a gift card that I can actually use. It feels like your company cares more about keeping customers’ money than actually looking after them and resolving genuine problems.

The free shipping threshold online is $100. I was purchasing a pair of pants online worth $99.99, so I was 1c away from accessing free shipping.
I reached out to the customer service team to see if they would kindly waive the 1c and I was told they wouldn't do this for me. I was told:

"We are unable to waive off the shipping fee as per the terms and conditions on the website free shipping only applies to order's above $100. You can add another item or an accessory if needed."

What a joke - surely there can be some discretion and common sense in a situation like this to retain a returning customer. Absolute joke, over 1c

Whilst the clothes are great quality, this positive experience ends here. If returning items, the refund takes forever and trying to communicate with anyone is by email only. I’m still waiting on a refund and it’s over the 7-10 business days stated on their returns
Policy. I’m about to email them for the 4th time. This is after providing them with the tracking details. It seems the onus is on the sender to keep chasing up and please keep your proof of posting receipt as you’ll need it to provide evidence to them. I won’t be ordering again for this reason. Shame as I’m a long term customer but something has changed in their returns system.

Rude customer service, unclear return processes. Avoid buying from their website in the UK, better to buy via John Lewis.

Dear Forever New Customer Care,

I am writing to make a complaint about a recent online order and my experience when trying to exchange the item at your Epping store.

I am a regular Forever New customer and had received a 20% off voucher, which I used for an online purchase. After placing the order, I realised I had selected the wrong version of the jumper. There were two variations available, one with a full zip and one with a half zip. They were the same item category and the same price, only a different style.

I went to the Epping store on 8 April 2026 to exchange the jumper for the other variation. I was very disappointed to be told that I had to pay an extra $35 because the 20% voucher only applied to the original purchase. This made no sense to me, as I was not asking for a refund or changing to a more expensive item. I was simply exchanging it for the same jumper at the same price, just in the correct variation.

I find this unfair and unreasonable. The purpose of a loyalty voucher should not be lost when a customer is making a simple exchange for the same priced item. It felt like the discount was effectively taken back, which is very disappointing, especially for a regular customer.

I was also unhappy with the service I received from the staff member who assisted us at the Epping store. We explained several times that this was only an exchange for the same item at the same price, but she was rude, dismissive, and unhelpful throughout the interaction.

This experience has left me very disappointed with both your store policy and the customer service I received. I would like this matter reviewed and would appreciate a refund of the extra $35 I was made to pay. I also believe this issue should be addressed with the store staff involved.

I look forward to your response.

Zeina

An employee by the name of Busisiwe St the Eastgate branch was extremely unprofessional and racist towards myself and a very close friend who just lost her father… we had asked Bedford centre to set aside a dress for us. There was miscommunication. Busisiwe went out her way to be completely rude and disrespectful laying on the couch at the back and talking to us as though we are her whatever! She said she’s pregnant which was of no relevance to me at all. Walking around bare feet and the phone laying on her breast while she’s telling us we are wrong etc etc. I did shout at her because she had no right to behave in that unprofessional manner at such a bad time… she needs to be disciplined. My number is 0828099180…

I bought a pants/halter top set the other day.
I chose a 12 as it looked like a smal cut and the pants in a regular 10.
When I tried in store very quickly amongst a pile of other clothes in a rush, seemed fine so I purchased it.
When I got home and tried it on properly, the top was gaping and way too loose in the back.
I took it back the NEXT morning ( less than 24 hours later) to exchange the size - not return but, exchange to a 10 as the pants were perfect.
Because I had taken the tag off either in the store at Chadstone or at home when thought I was keeping it and retied it, they refuse to now swap over the size.
Even though I am keeping the pants and was happy to show the the top was way to large and clearly I wanted the whole set they said I need to PURCHASE a new one or simply keep the one that is too big as I could have worn it.
Time of purchase approx 3pm one day and request to exchange was the next morning!!.
They said given the tag was tied back no exchange to correct size.
This happened at the Doncaster store where I then tried to exchange size closer to my home. Service is disgusting.

Tried to call customer service but was on hold for half hour and gave up.
Disgraceful

Received wonderful service from Julia, at Forever New, Menlyn (South Africa).

This after I asked one of the staff members at this branch to keep the size for me until the next day. I guess this lady was tired and said no they are no longer allowed to do that. The next day I went back to buy the dress, but to my dismay it seemed as though the size was gone.

Luckily Julia came to the rescue! She went out of her way to find the correct size and was very friendly and helpful. We found my dress on the mannequin! Thank you, Julia!

I ordered a LARGE T-shirt. I did receive a shirt, but it was a SMALL

I am very disappointed with Forever New. I asked the staff to delete my account, but they didn’t do anything. On top of that, the clothes were poor quality, with fabric that felt cheap and did not last. I will never buy anything from Forever New again and cannot recommend this store. I hope they seriously improve both their products and service.

Zero stars if I could. Ordered a set (jacket and skirt), and jacket was out of stock so they didn't send. I then asked for a refund of the shipping, as the skirt alone is no use. Still not received the jacket or shipping refund.

DECEPTIVE BEHAVIOUR

I was shocked, my wife picked up a dress that was missing a belt. The tag was marked down to $35. There was a sign on the rack saying a further 50% off the marked price.

When we got to the counter, the lady scanned it and said the price is $40 , I said wait... it says $35.
She said sorry, someone made a mistake...
I then said not my mistake and she agreed but said she cannot sell less than $40. I said what about the sign offering a further 50% off... she said sorry... I the system will not allow here to mark it down any further!!!

I purchased a faux leather waterfall-style jacket about a year ago and never had the chance to wear it. It stayed in my wardrobe the entire time, hanging neatly with the tags still attached. When I recently took it out for the first time, I was shocked to find that the "leather" had cracked all over, making the jacket completely unwearable.

I reached out to the company's head office to explain the situation, but their response was essentially, “Sorry, there’s nothing we can do.”

Honestly, it’s disappointing. They're selling items that feel like lower-than-China-quality but at the price point of Australian-made goods. Their clothing styles seem to repeat every season, prices keep rising, and the quality continues to decline.

It’s really disheartening to see a brand operate like this. I won’t be shopping here again, and I wouldn’t recommend them to others.

What happened to in store customer service? No hello, no can I help you, I tried on several pants trying to get the right fit and I was in and out of the change room putting items back and fetching sizes myself. Mid city centre.. terrible staff.