Reviewer Photos & Videos
Online order - took 29 days to arrive
My online order took 29 days to arrive even though I paid extra for express and I live in inner Sydney.
I purchased new clothes for summer and now that it took a month to arrive 1/3 of summer is already over so it's kind of disappointing.
There dispatch time is claimed to be 1-3 days but it's actually 1-3 weeks and they use one of the worst courier companies in the country who wouldn't know left from right on a good day.
Shocking customer service.
Bought my daughter a pair of bathers for Xmas. They came with no plastic protector. Too small. Returned day after Boxing Day with tags attached. Rude manager was very dismissive and said no protector no exchange. Went to purchase another pair and they had no protector either which I showed the Manager who just to be a joke refused to sell them to me. Will NEVER go back.
Store staff double standards - won’t be shopping there again
I purchased 3 sports bras listed as 2 for $35. I needed 4 but the one I wanted was not in my size in store. I asked about the price for a single bra and was told that each one was $17.50 and able to be purchased singly or in multiples. Three days later I went in store again to check if the one I wanted was in yet. It was!
In checking out I was asked to pay $25 so mentioned that on my previous visit I was told that a single bra would still be $17.50. I hoped they would at least honour the right or wrong info I had been given. They wouldn’t. I ...
Delivery didn't even show up
Absolutely pathetic experience after paying for express shipping from Cotton On- delivery through Couriers Please.
Took 10 days for the delivery to "arrive"- I was home the entire day that I was alerted the delivery was set to arrive. My tracking was then updated as having had a failed delivery attempt made, and instructed me to re-book the delivery. However, in order to re-schedule the delivery you are required to use a number from a card they are supposed to leave you when attempting delivery- but this wasn't even left. My order is literall...y missing, and I have no way of retrieving it. To add to all this, they have not responded to any of my emails in the past week, do not return calls, and I have currently been on hold with them for an hour and a half at time of writing this. Absolutely pathetic experience, and the Cotton On Customer Service is just as incompetent as Couriers Please's. Won't be ordering from them again.
- Cotton On Retail Stores
I purchased some face masks. I tried to exchange an unopened mask. Cotton on staff refused stating some "health concerns"? What concerns? The item was unopened and the only way to access the mask is to cut open the packaging.
There is no way that this mask was in anyway different to the condition it was sold in.
I wasn't looking for a refund, all I wanted was to exchange the unopened product for the correct size.
Terrible delivery service..thanks to ‘couriers please’
Twice now I’ve used cotton on express delivery, fantastic when using australia post however recently they have been using ‘couriers please’ and both deliveries have gone to the wrong address one with a notification of delivery at 8.40pm at night!!! Seriously now I’m waiting on a 3rd delivery I wonder where that will go...NEVER AGAIN, a shame too cause I love cotton ons clothes!!!
Hopeless delivery service
Don't order from cotton on. Goods either are late or never turn up. Their courier company doesn't listen to you, hangs up on the phone on you/worst experience ever/COTTON OFF!!!
Fake advertising not 30% off in Black Friday
Today I went to cotton in in Burke street, I seen marked 30% off in activewear, when I pay the cashier says my item isnot with 30 % off, I said to him the discount is marked, after I come home I checked online , the itens I have bought is 30% I made chat online to support they said will send me email and my refound, but not received my money back.
Hi all so I went in a week ago and bought some presents from my.son to give to me for Christmas. I bought a bag from there in within the first week of having it the bag broke. What do I do. Do I take it back an tell them or no point ? The bag cost me about $20 or so ?
- Cotton On Online Store
Never received items
I placed an order online only to receive 2 items out of 10, and have been charged the full amount of all 10 items.
I have sent numerous emails and used the online chat option with extremely limited assistance.
One assistance refund me only a small portion of the total amount and has since not responded once I advertise this is incorrect.
I will continue to send emails until someone either picks up the phone to speak with me or refunds me my money after all its only fairconsideringI neverreceivedthe products!!!
DO NOT USE THE ON LINE PURCHASING OPTIONS IN CASE YOU END UP IN THE SAME SITUATION
Last month I ordered a journal online, I received an iPhone 6 case instead. This month I ordered 14 items, I'm missing 8 items from my order. I spoke to Yumna on chat, Yumna advised me she couldn't assist me for 24 hours because she was assisting 6 other people - why would you accept my chat request for assistance then? I spent nearly $300 on this order, I placed the order 3 days ago with express shipping - I'm not willing to wait for 24 hours just so they can contact someone to begin an investigation which could take however long. Would never order from the Cotton On Group online ever again, two issues within two months related back to warehousing issues is terrible. Stay away
OMG AMAZING STORE
This store is amazing and I go here ALOT and have never had a terrible experience! I love their amazing range of different clothes and accessories it really is a wonderful store. They always have lovely workers their to greet you and check up on you to see if you need any help and they’re always so nice and happy to help! I absolutely love their stores and can never wait to go here and have a great time!! Really great store!
Everything in the order was perfect! Loved everything, I will definitely be buying from Cotton On again. Thank you Cotton On!
Do not buy underwear that you don't KNOW will fit.
BE AWARE!!! If you have never bought underwear from Cotton-on and so cannot guarantee it will fit, be very aware that they will not accept returns when buying online. Even if the packaging is not opened. I bought matching bras and knickers (over $100 worth) and because the bras wouldn't fit (the ONLY things I tried on), they have refused to accept the returns of the underwear.
Now if I went into a shop, something I can't do as I live over 150kms from any store, they would presumably let you try on a bra. And if it didn't fit you wouldn't be ma...
very bad shipping
this is my second month waiting for my package from cotton on. i ordered in september but nothing has come. i was able to receive 2 packages from china and america but nothing from cotton on. very disappointed.
- Cotton On Retail Stores
Cotton on Kids - Carindale - A+++
We have had such positive experiences with this store. We’ve never had a bad experience, but recently they’ve been superb. I bought a heap of clothes online (Covid19) and had to return the shorts as they were a bit big on my lanky son. The lady at the counter could not have been more helpful. I then realised they have a great range of Christmas Pyjamas - fun and good fabric. I went and selected some items and the sales lady was friendly putting through the purchases and suggesting where I might find themed items I haven’t seen in shops (no...t available through Cotton On). I then wanted an item not in the store, so the lady instantly arranged free delivery. We hadn’t been able to find one item in the desired size, so I bought a size down (staff volunteered to search reserves, but no luck). I realised at home it wouldn’t be suitable, so hubby returned it. Again no issue, and they’ll send this one item out in the correct size with free postage (again). The staff were a delight. Nothing was too much trouble. Due to health issues I had to return items to four stores - Cotton On and Target were fantastic. Big W a pain, whilst Coles -100. We’ll definitely be back to Cotton On Kids for their range, prices, and lovely staff.
- Cotton On Online Store
Charging For Express Postage But Sending Parcel By Standard Post.
I love cotton on and I recently got a heap of really cool shirts and socks from the Goosebumps collection. However, what I really do not appreciate and what has lead me to give one star, is the fact they gave me the option of express postage for $2 extra (otherwise it was free for standard) but my parcel was sent out via Parcel Post, not Express. I would have been happy to wait for standard postage and claim my free shipping but I thought to myself 'it's only $2, why not?'. I know it's only $2 and it might seem petty, but upon questioning this,...I have been ignored. I understand with times as they are that express post might not be available and they may have been forced to use standard, which I do not mind at all, I just hate that I was charged when I could have utilized standard post for free and I have been ignored and not given an explanation about why this occurred. I did note on the website that some postcodes are not eligible for express post right now, but it does not mention which postcodes so I would have no idea if I was one of those postcodes and if this is the case, they should have a postcode blocker on to stop those from ineligible areas from paying extra for the service so this is also not an excuse. They simply cannot just mention that some postcodes are not eligible and then not disclose which postcodes are ineligible. I won't go as far as demanding my $2 back, but I'm still very annoyed and it needs to be acknowledged and corrected as it looks very dishonest.
Received a faulty item and still waiting for my refund 3 months later
Im generally happy with my experience with cotton on but the have let me down when i need them most - during melbourne lockdown when I can't go in to the store and sort it our face to face. I received a pair of Active core tights and the elastic in the waist band snapped in the first few wears, I followed the online returns procedure and sent them back in. Per my Australia post tracking confirmation they were received by the warehouse on 30 July 2020 it is now 10 October 2020, I've sent about 10 emails following this up, up until a week ago i k...ept getting a reply saying there were delays and they would follow it up and get back to me but id never hear back - now this week they are saying the cant locate my order number (I've sent through i copy of my original email with the order number) and that they cant help me - sorry. Thats is, sorry they cant find the order so they aren't going do do anything. And I'm left without my tights or my refund, an absolute joke.
- Cotton On Online Store
Horrible Return services
Took 2 months and no money returned back yet. The jacket is supposed to be size M but in fact very big like size XL. Unbelievable how they get it wrong. There's no return confirmation or selection to make sure what item is returned for what reason. The process is so flimsy based so much on a chain technology by Auspost, risking a lot of things can go wrong and human errors. I feel horrible whether it would get back to them and I will get refund because I get no receipt. This is the first time I got to take a photo of what I return just in case ...because there are no other ways to know what's actually being returned in the box. Customer service chats are bad, inexperienced and not sensitive or compassionate. Auspost took 1 month to post it back. They (CottonOn) is taking another month and I still haven't got money back. They do have great variety and cheap prices but I don't want a horrible purchase experience again. No.
Soooooooo dismayed - Poor design - Poor quality
Purchased a pair of white jeans online. They were TERRIBLE! The colour was a white/grey like it was washed in a load of dirty water. The jeans were soooo thick and heavy, heavy, too heavy. The waist was up around my mid rib cage but the waist was too small. They were a mess. Sent them back after a very difficult search to actually find out how. Now waiting for refund. Its four weeks now.
Questions & Answers
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?
|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|
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