Reviewer Photos & Videos
Will never shop again
1. Ordered a product online & paid for express shipping, noting that there were delays. Never received shipping details like is stated on website.
2. Contacted them via their website online chat to request shipping details. Person took 4 attempts to provide me with the correct tracking number and courier tracking system. They then told me the returns team were working on it even though I wasn't returning anything, I was just following up my order tracking details.
3. CouriersPlease website said that parcel would be delivered by 23 September, wh...
- Cotton On Online Store
Where is my order? Order just delivered
Ordered 24 August for birthday present. Said delivery 1 sept. Today 19 September. Still nothing! Received 2 messages saying it’s ‘coming today’. Doesn’t arrive. Phones xomoany twice. Get nowhere. Disappointing.
Order just delivered today!!
online store sets users up to waste their time.
Impossible to contact anyone in person.
Chat system does not function well on a mobile phone.
Delivery drop down box is set to 'express' - which is only $2. Most customers, will say 'why not'. DON'T. Cotton on use Couriers please and they will not deliver your product. I have been waiting since the 12th of August for a delivery. IT's now the 17th of September. I have contacted Cotton On several times to figure out what was happening. The last time I contacted them, I asked for a refund, they said they can't give it because the package is ...
Great products but very wasteful
Cotton On products have a great range of style and sizes that are affordable and appealing. I’m petite and their smaller sizes and range are a great fit.
Due to lockdown, I recently made a large purchase through the online store. When I received them, the products themselves looked great, but I was disappointed by the amount of waste. Each item came individually packaged with a plastic bag and each underwear it’s own plastic hanger. Ok, a few of the plastic bags are made from 90% recycled plastic, which is something, but I don’t see the neces...sity. Additionally, soft plastics can only be recycled if it is taken to the appropriate REDcycle bins. I can’t imagine a lot of people would be bothered or live close to these bins. The company’s attempt of trying to be environmentally conscious is counterintuitive when they are contributing to more waste with the plastic hangers, which are not recyclable, and again, not necessary. This is really concerning to me, because I can’t imagine how much waste each retail store is creating when the clothing is shipped like this to them from the manufacturers and warehouses. I would have preferred it if they just packaged all my items as is in the cardboard box that they came in anyway. Cotton On has a long way to go in reducing their environmental impact.
Cotton On Body Staff Unbelievably Rude. Company takes a year to respond after complaint to Commissioner.
Whilst at the Cotton On Body store in Carindale Sept 2020 I asked the cashier to process 2 separate transactions. One was personal, the other was some facemasks for work. Cashier insisted that she could process it altogether and separate it later. I was hesitant and explained that I needed a totally separate receipt. She still insisted. Well, to cut a long story short, exactly what I was worried about happened. She couldn't separate it. She said she would have to refund onto both of my cards and then re-do it. I explained that that would cause ...problems for my work transactions as everything has to be reconciled and I have to pay someone to do that. All they needed to do was process it on their register and issue the receipt. They can void the incorrect one. The "Manager", who was also a teenager, got visibly annoyed when I asked for her to come and help. She was placing packets on hooks. Again cutting a long story short, she refused to do anything. When I asked for their names because I was going to make a complaint they said, well "insert my full name" we're going to make a complaint about you. They said this in front of other customers. They read out my details from their system as I was a loyalty member. The "Manager"said, I can't say what I want to say, but yeah. And then they both laughed. One of them started filming me and my daughter on her mobile phone! The way they both treated my young daughter and I was absolutely horrendous. I demanded a full refund and walked out. There is no phone number to call to complain to Cotton On. I emailed their customer address that day, requesting to speak to someone about the ordeal. I have only just received a response today Sept 2021. And only because the Office of the Aust Information Commissioners Office got involved. It took 10 months for them to get a response- they had to go through the media department! The letter from the Cotton on Lawyer, a year after the incident, made zero attempt to apologize for the humilliating experience one of their loyalty customers endured. It refused to take any accountability for the expense their mistakes incurred. Their response is basically my complaint (with specific details recorded at the time of the event) reveresed but very vaguely, making me out to be the one who was in the wrong. There was nothing professional about the response at all. It's very childish. They promise to have someone call me. If they intended to do that they would have done it by now. They just want to get the Commissioner's Office off their back. Clearly this bad attitude is supported throughout the company. They care so little about their customers that they don't even respond to any complaints. The firstname.lastname@example.org email is unmanned! I only found this out thanks to the efforts of the Commissioner's Office. That is a clear indication of where their values lie. Dirt.
Very poor customer service
I made an online purchase. I know it is a busy time so I waited 5 days for a confirmation of delievery method. There was nothing. I went on their website trying to talk to someone. I used the chat box and the conversation disappeared the moment the phone refreshed the page. I then had to queue up again. I tried other methods of contacting them and giving feedback-there is NONE. They have done very well trying to avoid providing service for sure. Would not deal with them again.
Items not received
I had ordered the petite flare jeans on 6/08/2021. I received tax invoice and 'thanks for the order' email. My order number is W00018996711. Since then neither have I received my item nor any sort of communication from Cotton on. I tried to contact customer services but all I find is the live chat. The live chat people told me its on its way but it wasn't. Second time I went to the live chat, I got told I will receive an email to say either it will be a refund or a replacement but never got anything. Honestly fed up. I just want some sort of communication after you have deducted 59.99 off my bank account.
Absolute crap for mystery boxes
I ordered 3 mystery boxes and got 3 x 2 of the same items. To add insult to injury I got a severely damaged item as well. Don’t waste your time and money. I wasted weeks waiting this for my sons birthday and now I can’t get a hold of anyone to address the issues.
Mystery Box Rubbish
Purchased 3 self care mystery boxes as a treat for family members. Products were absoloute cheap rubbish and 2 of 3 coffee cups had broken handles. Would not recommend.
- Cotton On Online Store
So many sale items so little time..
Everytime I go into a shopping centre without fail I walk into a Cotton On store. I like the variety of clothing they have & always seem to find something I like.
Unfortunately with the current state of the world, you just can't walk into a retail store anymore & now online shopping is the new norm so I decided to check out Cotton On online.
And I truly did not expect that i'd be spending close to an hour goin' thru their wide selection of clothing & buying numerous items as I was lucky enough to visit the site during a big sale. Their online...
- Cotton On Online Store
Order never arrived. They won’t refund
Ordered 5 items over two weeks ago and the items never arrived. I have spoken with the online chat twice and they said it’s no their fault, it’s the delivery service (“couriers please”). I asked CottonOn for a refund and they said they won’t do a refund. I think they should take responsibility as I bought their products from their website and paid them for delivery. Now they say it has nothing to do with them. What a load of crap.
- Cotton On Online Store
Love the clothes.. but the sizing?!!
I’m a size small or xs and both have been too small for me so chose their “medium” - fit perfectly for their activewear but got some other pants and the medium wouldn’t even stay on me it was so big. This inconsistency is shocking
Don’t waste your time or money
Ordered online and the courier company appears to have lost the parcel. Cotton on won’t assist at all. Don’t waste your time or money on this terrible company.
Don't by the mystery boxes. It's complete crap. They send you all the stuff they can't sell as well as double ups.
They also just throw everything in a box so you can't even tell what goes with what box. Don't bother complaining either. They don't care! Just get told too bad. Return it if you don't like it. Awful customer service. Have never had issues with Cotton On before so don't know what's up with them now. Also replied to my message at 3am which I thought was weird. Maybe they're employing people overseas?!
Delivery so slow compared to other retailers. Don't bother paying for express!
Shopping easy and range good. But delivery during pandemic is terrible. Ordered from Cotton On, Myer, Lovista and JBHiFi all on same day. Express postage on all orders. 5 days later and cotton on haven't even dispatched yet, the only way to contact is via online chat. All other parcels were received within 3 days.
Questions & Answers
Online shopping with Cotton On is ok if u choose to pick up in shop. I am still wondering why Cotton On is still using country’s worst shipping company - Courier xxxxxx!
The driver never came to your home for delivery but they did update their online status as “attempt to deliver but not at home”! Also they said they left the card for me but they did not ! What a ridiculous service!!! I did give instruction to leave my order at my front door but they took my order back to their warehouse ‘
I am so frustrated to have Courier pls to deliver my order as I had few horrible experiences with them. This time, again, I really don’t know how long can I take my order back or it would never come ?
Cotton On Admin/Customer device: Please take all your customers review seriously and consider to change your courier partnership to boost your competitiveness !
No extend sizes available in the store. If I found one, you are lucky. That probably is the only one in Aus. Why are they producing it? Save for themselves to wear, not for sale?
Get an answer from our members
|Category||Online Shops and Clothing Shops & Brands||Physical Shops and Clothing Shops & Brands|
|Offers Free Standard Shipping||Yes|
|Free Standard Shipping Minimum Order Amount||$60.00|
|Mens / Womens Clothing||Mens and Womens||Mens and Womens|
|Labels Sold||Own Label||Own Label|
|Buy Now, Pay Later Options||AfterPay||AfterPay|
|Clothing Type||Activewear, Children, General / Everyday, Pyjamas / Sleepwear and Swimwear||Activewear, Children, General / Everyday, Pyjamas / Sleepwear and Swimwear|
Other Clothing Shops & Brands
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.