Beserk
Verified78 reviews
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How a simple pre‑paid order became a Kafka‑esque nightmare: This was not a complex transaction. It was a straightforward online purchase: a parent in Sydney paying for a birthday gift to be sent to a daughter in Melbourne. The business advertised “fast dispatch”, “same‑day dispatch”, and “FREE SHIPPING” – all the usual assurances that make a… Read more
customer feel confident. Yet within days, our simple order was transformed into a minefield of unexplained “security checks”, arbitrary identity demands, and then a humbling cancellation with a vague 24–48‑hour refund promise.
What began as a routine retail interaction ended as a textbook example of how a small business can weaponise “discretion” against a customer who merely wants clarity, consistency, and a fair transaction.
A “security system” that exists only in their own narrative: The vendor invokes a “Shopify Security System” that “flagged the order as being at a risk of fraud” – but produces no rules, no documentation, no screenshots, not even a reference to any actual policy language. There is no explanation of what, precisely, triggered the flag, nor any evidence that this had anything to do with how my bank or card issuer processed the payment. The transaction was authorised, cleared, and in no way challenged by the financial institution.
The sudden pivot to demanding a photo showing *both my current ID and the payment card* appeared out of nowhere, after the order had already been confirmed and the payment captured. It felt like being asked at the checkout counter to strip‑search myself before the shop would hand over the goods. And yet, this intrusive demand was not grounded in any statute, regulation, or clearly disclosed term and condition. It was pure discretion, dressed up as “security”.
Overreach disguised as protection I wrote back, quite calmly, that there is **no Australian law** – neither under Commonwealth legislation nor New South Wales consumer or retail‑protection frameworks – that obliges a private customer to produce photographic identification and card details as a condition of having a confirmed online order fulfilled. Nor had any such requirement ever been disclosed before or during the purchase. The vendor’s own earlier emails said nothing about this; instead, they promised “fast dispatch” and “same‑day dispatch” and “no tax invoices or receipts” – happy, marketing‑driven language, not foreboding warnings about ID checks.
By quietly shifting goalposts *after payment*, the business exposed the fragility of its own “terms”. They expect you to trust them with your card details, but refuse to trust you with a completed order, unless you first surrender far more personal information than Australians reasonably expect to give in a retail context. The proportionality is backwards: the intrusion is maximal; the explanation is minimal.
A request that smells like a scam (and may feel like one to others): When the first email asked for a photo of my ID and card, my instinct was clear: *this is what phishing attempts look like*. I had to ask, very bluntly, whether this was a scam. The vendor’s reply tried to soften the tone with expressions of empathy (“I understand your frustrations”), but then simply repeated the same proposal: provide the ID and card photo, or they would cancel the order.
There was no alternative path offered. No human escalation beyond a scripted “these are security measures put in place by Shopify”. No explanation of how this “Shopify Security System” actually works, nor any reference to privacy safeguards, data retention, or who exactly would see those photos. The message was, in effect: *comply with our random, undocumented demand or lose your money and your order*. That is not consumer‑friendly service; that is coercive gatekeeping.
The arbitrary cancellation and the refund illusion: Once I refused to hand over the requested images on the grounds that they are not legally required and are grossly disproportionate to the risk, the vendor simply “cancelled the order” and promised a “refund within 24–48 hours”. Notice what is missing: any admission of fault, any apology for forcing the customer into an impossible‑seeming choice, and any explanation of how this process actually protects *me* rather than their own convenience.
The refund is being treated as a favour, not an obligation. But in Australia, if you take money for a service or product and then fail to deliver anything, the default expectation is that the money goes back – promptly, without spectacle. The casual way they toss up “24–48 hours” as if this is a generous concession, when the delay is entirely of *their* making, adds insult to injury.
This is not just poor service; it is a pattern that could easily trip other trusting customers. Someone who pays in good faith, sees a “fast dispatch” promise, and then suddenly gets a demand for ID and card photos, might feel pressured to comply – not because it is lawful, but because they are afraid of losing their order or being labelled “suspicious”.
A warning to other Goodwill‑minded customers: To anyone currently considering purchasing from this business: proceed with extreme caution.
- You can pay in full, receive a cheerful confirmation email, and later be told the order is “held” because of an opaque “Shopify Security System”, with no appeal or meaningful explanation. - You can be asked to surrender highly sensitive personal information (ID plus payment‑card images) as a condition of getting your own pre‑paid order, even though this is not required by any Australian law or standard consumer‑protection framework. - You can then be given a choice between invasive compliance and losing your order, with the “refund” presented as a courtesy rather than a basic expectation.
This is not how a transparent, law‑abiding retail operation behaves. It is how a business behaves when it treats its own discretionary internal checklist as if it trumps both the law and common sense.
If you value privacy, your own legal rights, and your autonomy as a consumer, you may want to think twice before trusting this vendor with your money, your data, or your goodwill.
Reviews with attachments
Not only great products but also fantastic customer service! – The Berserk team were really helpful when I contacted them about a faulty item I received. The product was a Tayto Potato Carnival Ride (super adorable btw, you should get one). The Berserk team were very quick to reply to my emails, and when we weren’t able to figure out how to get the faulty item working, they offered to give me a refund or send… Read more
me a replacement free of charge. I got a replacement of course because I really loved the item, and it arrived very quickly and there were no issues at all with the second product. Super happy with the item and the excellent customer service! Would definitely buy from here again, I highly recommend shopping here :)
Fantastic store, epic customer service, and the lovely staff will do anything to help make people's life easier – Late variety of alternative and goth brands at affordable prices shipped from australia, so not paying a fortune to ship! Show details
Best shoes ever! – I had been a customer of Beserk for about a year before I started looking at their shoes. When I saw they stocked a brand I already own but sold for about $AU30 cheaper, I was interested. I have the 402S suede creepers but really wanted the 402 patent leather ones and Beserk was able to order them. It took a while because the manufacturer ran… Read more · 1
out of stock but didn't inform Beserk. Anyway, Beserk patiently reodered the shows every month and kept in touch with me the whole time. Today my shoes arrived & they are beautiful, the workmanship and attention to detail has blown my socks off. Thank you Kacey and Niki for your dedication, you are AMAZING people
In-depth reviews
My favourite store – Beserk is my favourite store for many reasons. The customer service is the best I have experienced. The products are amazing in quality and the prices are correct for the products you receive. I have purchased from Beserk many times and will continue in the future. With every order, you get a cute yummy strawberry love heart candy as a treat for… Read more · 1
your purchase. The fact they have AfterPay available helps me immensely. They also have a rewards program so if you’re a regular customer, you can redeem your points for gift cards to use on your orders. If you have Facebook, Beserk has a group where their customers show off their new items, ask if items will be coming to store in the future or if things out of stock are planning to be restocked.. You get a quick response from a friendly Beserk team member, answering all your questions.. They also hype you up on your new purchases, it’s a cool little community. From Beserk, you receive more than just amazing products.. You receive love and care with everything they do. Truly amazing. ❤️
Excellent website, great range of alternative products, and amazing service – I've been regularly ordering with Beserk (namely hair dye, but a variety of products) for a number of years now, and I'd say the service has only gotten better. Navigating the store is easy, there's plenty of categories to view and click through so you really can get down to brass tacks and find what you're looking for. Added to this there's a… Read more · 1
huge range of products available - were I not a loyal buyer of the brand of hair dye I purchase (or god forbid they stopped creating that brand) I would gladly still go to Beserk to buy another hair dye product, or any other goodies!
What impresses me most, every time, is their prompt and affordable shipping. My orders with Beserk are almost literally the only online order that I don't monitor and worry about because they ship so efficiently and I've never had a single issue with them after years. My items are always packaged properly and beautifully, it's obvious their team take care and pride in their work!
Legendary online store and very helpful when needed/ultra fast shipping – I recently purchased almost every Manic Panic Professional hair colour haha, anyways I tried to use 2 coupon codes using my points, but messed up when I didn’t read that you can only use 1 at a time. Promptly got in contact with them over messenger, asking if my points could be refunded as 200 points = $200 spent so yeah don’t really want to… Read more · 1
loose that. Got told they sure can, gave my email and the points were promptly refunded to my account yay! absolutely astounding service.
Ginormously(sp) wide range of products, you can be looking at their range of goods for hours if you keep stopping to look at things. Decently priced, some stuff feels expensive like the clothing, but I guess your paying for the names. Hair colour variety is unimaginable! there’s so many choices! but ultimately Manic Panic works best for me.
Cool plush toys/homewares etc
You’ll always end up spending a lot here, but it’ll be worth it.
Oh shipping yeah, so I ordered the stuff on Sunday, it’s already telling me it’s in Fyshwick, that was super quick even for express. If it arrives tomorrow, my jaw will literally drop. Never had express in 2 days, minimum was always 3.
Nope did not arrive today, but definitely tomorrow. But than I never expected it to arrive in 2 days anyways, just thought it might.
Positive reviews
Excellent customer service – Excellent customer service from these guys which you don't always get these days. Very happy with the products I ordered. Very helpful with 1 item that wasn't exactly the colour I wanted. Would absolutely recommend this website. Show reply
Mate, I am so impressed! – First time shopper and these guys are good! Love how they keep you in the loop communication wise every single step of the way, and their prices are fantastic. I found the item I wanted here for $30.00 cheaper than anywhere else. I will be shopping with you again very soon! :) Show details · 1
Amazing company – I shop with Beserk often and every single time I am pleased. The couple of times issues arose (mainly just me not checking sizing properly or AusPost losing my parcel) they were quick, on the ball, fixed the problem and extremely kind. Can not recommend Beserk enough!! Show reply
Negative reviews
Poor quality hopefully they will fix their supplies issues – Bought a bodysuit from this company in latest order I spend hundreds in this store but if late products are very poor quality Body suit is horrid and quality is very poor Lately I’ve had stuff missing in orders or just very poor Quality close to SHEIN or wish products at Tripple the price Hoping they go back to previous quality they use to have Show details
Hello Bel, thanks for your review! Sorry to hear that you… Read more
Don't trust this company – I wish I could leave no stars. Bought their so call 'semi permanent' tattoo pen and said nothing on the website about it transferring to clothes or other items. Claims it stays on until you wash it off. It stained my new very expensive sheets permanently. It will not come out and they refuse to take responsibility for it. Do not trust this tattoo… Read more
pen or what's written on their website, it will stain everything. Worst tattoo pen EVER!! Rude staff. Will be taking this further.
Hi there! So sorry that you were disappointed. :( As per… Read more
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Poor customer service – Ordered a household item on the 27 August, not cheap it was $99 and a bit of change. The item arrived fine, placed it on the table near the entrance, all that has been on it was hair scrunchies. I shifted it to place a vase beside it and the item split. Sent photos to the company and all they could offer was a $35 partial refund and told me to buy… Read more
gorilla glue. This was due to the fact that I could not get to the post office to return it as I do not drive and work 5 days a week. Most companies I have had to exchange etc due to damage have been happy to work around it. The item was just under 2 months old.
Hello Kym, Oh no! I am so sorry to hear this happened with… Read more
Recent reviews
Overwhelmingly Positive Experiences – Can be a little costly for some products but the products are usually top-notch quality. Plus, you can get various discount codes and offers. Shipping from the warehouse is super fast. Their customer service is super helpful and takes concerns seriously. You’re talking to a real person instead of a bot, which I appreciate. Overall, this is my favourite online store in Australia and I buy their stuff quite often. I recommend them! Show reply
GOAT Goth Stuff & more – Their main theme may not be my style, but they also have a great variety of anime merchandise, Funko pop, Pusheen, Sanrio, I Scream Nails polish, novelties and cosmetics & hair dye. Their shop is based in Queensland, so I have never been to the brick and motar store. But every one of my online purchases have been great. There's no hassle or issues… Read more · 2
during the shipping process and packages have always arrived in time. They might not be the most cheapest around, but they're definitely satisfying the needs of their customers. Every single purchase has always come with a little something extra. Nothing major like freebies or samples. Just simply a sticker or a heart lolly with a thank you card. I always appreciated these small gestures as its very sweet and thoughtful of them.
1st time experience – Made to purchases today these guys are awesome and friendly my new go to store.. Highly recommend this site much love to your guys ❤❤❤❤ will update review when my goodies arrive Show reply
Great Items and Great Customer Service – I love Beserk for their wide variety of gothic decor and clothing. I've made a few purchases now, and only had an issue with one (which probably was due to AusPost anyway) I contacted them via email to let them know of the issue, and was blown away with how fast they responded to me. 10/10 Show details · 1
Love this shop! – I've been buying from Beserk for years. Their product range is amazing, great prices and sales, and the best customer service. Highly recommend. Show reply
my go to shop – 100% the best shop ive ever shopped at best customer service been shopping there for a good 5 years clothing quilty is amayzing, great customer service today i got in contact with them after putting the wrong address on my parcel and didnt relizes until it had already been shipped they were super understanding and are going to re ship it once it gets back to them. Show details · 1
Fantastic customer service – Beserk accidentally sent me the wrong T-shirt. I got on to their on line chat, they directed me to flick them an email. I received my new t-shirt two days later. Communication was awesome and the turn around was super quick. Fantastic company. Show details · 1
Dodgey business and bad customer service – This place sells faulty products then customer service doesn’t respond meaning it has to go down the legal road. Save yourself the hassle and dont buy here Show details
Hello there, So sorry to hear about your negative… Read more
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One of my fave places to buy from! – Great quality and amazing customer service. The website is super easy to use, your items are shipped that very day when ordered before 2pm. Highly recommend. Show details · 1
Obsessed – I've always loved Beserk so many amazing options and always comes quick. Youpay has been a game changer, my mum and sister's can create multiple carts with my details for Mothers day and Birthdays and I can go in and pick one at random and pay for it which allows me to get something I know they want but also still surprise them as they don't now what is coming. So so happy Beserk has added this option ❤️ Show details · 1
Absolutely amazing service from Beserk a company that goes above and beyond for their customers – They have an incredible range of fashion and homewares and my first stop when browsing for alternative fashion, homewares and pop culture items. Show details · 1
Best store ever – My fav store ever! So inclusive & have the cutest items. Also hands down the best customer service I have ever seen. So friendly & professional. Show details · 1
Amazing team and excellent service – The team at beserk is amazing, customer service is excellent and they cater to your needs and address any issues promptly. Definitely recommend Beserk to anyone looking for alternative clothing and other items. Show details · 1
Excellent price, excellent customer service, fast delivery – I bought Manic Panic and Chromasilk VIVID hair products for nearly half the price of what I would have to pay if i shopped locally. My order was despatched on the same day I placed it. BIG FAN will definitely be ordering again from Berserk for my hair products and will confidantly browse their other goodies as well. I'm just a traditional 54 year… Read more · 1
old woman and not into the goth type scene but I know a a great business when I see one and will gladly support them as much as possible. Great job !
They go above and beyond – These guys deserve more then 5 stars. Beserk have the kindest staff ❤️ I have been purchasing from them for almost 6 years and never have I had to deal with shady/rude customer service or dispatch issues and if any product came faulty they are extremely quick to solve whatever issue that may be they are always happy to help. Always excited for my next haul. Thanks guys! Show details · 1
Great service and amazing products – The shop is easy to navigate around. I'm absolutely satisfied with the range of stuff Beserk has. The quality and the care they took to make sure my product didn't get broken in it's delivery over was just amazing. The costumer service from Niki was just awesome. The service, the experience and everything about this shop is 5 star rating. will definitely be shopping with Beserk again.⭐⭐⭐⭐⭐ Show details · 2
First time! – 100% will be making further purchases from Beserk. Top notch quality and fast delivery!!! Amazing packing nothing leaked. Cute package design. I loved the little lollie that came with it. Show details · 1
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Hi Mehmet, thank you for reaching out to us and we're so… Read more