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Cotton On

Cotton On

Online Store, Retail Stores (See All)
2.1 from 517 reviews · View Statistics
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Reviews

1.2
53 reviews
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Never cancelled my afterpay payments after refund, have emailed twice no response

published

I bought 10 items online, 6 were out of stock. I paid through afterpay, and was emailed saying the payments would be refunded. Every other place I’ve paid from after pay shows that it’s a cancelled payment or partially refunded so they STOP taking money for items you’ve returned/didn’t get. They took every single payment out without refunding. I only got less than half my order. I have emailed twice. The first time, I received and email saying my enquiry was ‘closed because I didn’t respond’ yet, they never even sent me an email to respond to. I am yet two receive a response to my second email which was over a week ago. Disgusting customer service. Do not buy from them online, unless you want your money stolen.

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
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Very disappointed

published

Washed a T-shirt once and it shrunk. Returned it to the store and their response was all our items shrink

Product Quality
1/5
Customer Service
1/5
Incentivised Review No
Return Claim MadeYes
Store LocationForest Hill
Sizing Slightly small
Product Appearance Not as advertised
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Absolute joke

published

I ordered some pants on 29 Nov 2021 only got receipts on the order then nothing. 2 weeks later I got on to thier live chat and said it was being ship by Couriers Please. Then a month after still nothing then I had to follow it up again on the live chat. Just to be told my order had been deemed as lost. Then the order was refunded. If I hadn't follow it up I would still be waiting for the order that never comes. Very poor shipping and communication.

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
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Take too long

published

Order lots of stuff and some for Christmas present . Ordered it November 10, it took 3-4 weeks to arrived and Christmas has passed Because it’s too late have to return it.

Shipping
1/5
Incentivised Review No
Return Claim MadeYes
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Disgruntled
DisgruntledSydney
  • 5 reviews
  • 8 likes

Still waiting on a refund over 3 months

published

I would never purchase from this online store. I purchased items over 3 months ago whilst in lockdown. The sizing wasn’t right so I returned through the post and repurchased. I was notified by Cotton On the goods were returned and I would be refunded within 10 working days. This was back in October 2021. The only option to correspond with this appalling company is via Facebook through messenger. After numerous messages back and forth I was told that there was a backlog due to Covid. Then after patiently waiting months, now they do not reply to my messages. So they have my items back which I paid for and no resolution. Disgusting customer service

Product Quality
2/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly small
Product Appearance As advertised
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Carl H.
Carl H.Sydney, NSW
  • 2 reviews
  • 1 like

Order not fulfilled and No Response from customer service

published

Placed an order online on 10th Nov, product was a available at time of purchase. However when it came to fulfilment the order were out of stock. It says it’s going to provide refund in 5-7 days. Still haven’t received a cent or any follow up communication.
Have sent 2 follow up emails. No response from customer service.
Their online support is a chatbot. No one to provide any customer service. Extremely poor CX experience.

Product Quality
1/5
Shipping
3/5
Incentivised Review No
Return Claim MadeYes
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Sunshien
Sunshien
  • 9 reviews
  • 9 likes

Don't refund when you send back through online returns.

published

Out of control customer service. Dont refund products. don't follow up emails. Everything is auto generated. Absolute rubbish service. I've followed up so many times and am now frustrated. Ordering online is like throwing money in the bin.

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
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Ella
EllaSydney, NSW
  • 6 reviews
  • 3 likes

Literally the absolute worst customer service in Australian retail

published
Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly small
Product Appearance Not as advertised
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karizma
karizmasydney
  • 14 reviews
  • 3 likes

Forget it. Cancelled and asked for refund

published

8 days after ordering still no shipping info. Had to go on their lame chat service and wait 22nd in line to chat with some crap OS operator who tried to convince me not to cancel stating that it would "add to an unpleasant situation" !! It's already unpleasant. Youve taken my money and given too little too late. If you cannot fullfill orders in reasonable time dont take the money. They use couriers please who are notorious for slow delivery and crap service to customers. Glad I paid with paypal as it's only hope of getting my money back. Filed a dispute and will be escalating it. Never buying from them again. Telling people we have large amount of orders is not an acceptable excuse. Get more staff.

Shipping
1/5
Incentivised Review No
Return Claim MadeYes
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Rubyluby
RubylubyMelbourne
  • 11 reviews
  • 8 likes

DISGUSTING CUSTOMER SERVICE

published

I returned two dresses during lockdown and I have now been waiting 13 weeks for my refund. I have been live chatting to Cotton On weekly and all they keep telling me that they're in cages awaiting processing. But today they tell me that they haven't been delivered back by Austpost yet. What a load of rubbish. I am so angry as they are holding my money and it's coming up for 4 months to get my refund. I will never purchase anything from Cotton On again - this is unfortunate as I always bought my kid's clothing and mine at Xmas from Cotton On. Be very careful when you try and return something online. It feels like a scam.

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
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The worst!

published

Would give no stars. It is now going on for two months since cotton on received my return. I returned my order the day after receiving the goods. Repeated requests have fallen on deaf ears with a laughable sorry its taking song here's 10 dollars to spend...as if! Now not even answering. And let's talk about the return itself. The quality has gone down immensely. Sizing has changed and goods were just awful, scratchy fabric and poor quality. If anyone else is having trouble getting their money back contact consumer affairs. I have. Worst company. Do not spend your money here

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly small
Product Appearance Not as advertised
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Peachy
Peachy
  • 5 reviews

Terrible returns service

published

Cotton on has closed off their phone lines and referred to online help for assistance. The live chat is absolutely hopeless and I am constantly repeating myself, transferred to multiple online consultants with chats then getting hung up on. The online chat system is useless and you don’t get any help.

6 weeks since my return item has been delivered back to Cotton On and no responses! Will never purchase again.

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance Not as advertised
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Chauntelle
Chauntelle
  • 3 reviews
  • 1 like

Worst online returns experience ever. No refund after returning items!

published

I'd rate zero stars if I could. TERRIBLE customer service and returns process. 6 weeks now and still no refund after returning my items. I receive generic responses each time I reach out and have basically been told it is out of their hands. I definitely won't be purchasing from Cotton On again.

Incentivised Review No
Return Claim MadeYes
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JK Mailsamy
JK MailsamySydney, NSW

Worst returns process!

published

Order returned two+ months ago, still not processed and no idea when this will be processed. Online experience shouldn't be based on "possibilities", "high chances", and "hoping" to get the returns processed and these are the answers I get from Cotton On.

Incentivised Review No
Return Claim MadeYes
Sizing Very large
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Terrible response given from online customer support

published

Tried to return items that didnt fit. After a month they sent them back to me. No explanation. I tried to get help on the app Not helpful at all. Ridiculous explanation telling me I should go into a store and try something on before I order it online and the sizing can vary. I asked fir a store credit then instead of a refund. Nothing they could do. What’s the point of doing online shopping if I can’t return items they don’t fit??

Product Quality
1/5
Shipping
5/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
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Questions & Answers

Rattana C.
Rattana C.asked
Cotton On Online Store

Still haven't received the tracking number after purchase it and been almost 3 weeks now , very disappointed!!!!!!

No answers
Christine
Christineasked
Cotton On Online Store

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 answers
Kate
Kateasked
Cotton On

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?

No answers
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Cotton On

Details

Compare both Cotton On
CategoryOnline Shops and Clothing Shops & BrandsPhysical Shops and Clothing Shops & Brands
Offers Free Standard Shipping Yes
Free Standard Shipping Minimum Order Amount $60.00
Mens / Womens ClothingMens and WomensMens and Womens
Labels Sold Own LabelOwn Label
Buy Now, Pay Later OptionsAfterPayAfterPay
Clothing TypeActivewear, Children, General / Everyday, Pyjamas / Sleepwear and SwimwearActivewear, Children, General / Everyday, Pyjamas / Sleepwear and Swimwear
Compare both Cotton On
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