Reviewer Photos & Videos
- 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.
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.
Terrible customer service, lying to us
My girlfriend and I ordered from cotton on over a month ago, spent $100+ And haven’t heart anything after sending emails and calling trying to find out where the order is. We have got one short sentence reply but have sent in more than 7 enquires and tried calling multiple times. Such a waste of time and money and the customer service and accountability are disgusting. Unacceptable
You’ve officially lost a loyal customer
Recently, Cotton On have changed their courier service to Couriers Please, hence the surge in delivery issues that have been reported by others. Personally, I’ve now had 3 parcels (which I paid express delivery for) sent back from Sydney to Geelong, resulting in them taking weeks to arrive, without any contact from Couriers Please or Cotton On. When I have contacted Cotton On customer service, the responses have been extremely disappointing. With regards to Couriers Please... let’s not even go there about their customer service (shocking!!!). I...have literally spent tens of thousands of dollars at Cotton On over the last couple of years, however will now no longer purchase anything from them or their affiliated companies. I am THAT disappointed.
Never Buy Online
Worst service, may be the parcel from Antartica will arrive sooner than this service. And they take extra as express delivery what a ripper. Never buy from them. Try customer service and you will know how useless they are ,when they cant solve issue with thier courier then why in this earth they are there as customer service.
I had ordered some items of clothing from Cotton on online on 17th August 2020. I paid extra amount for express delivery which I was supposed to receive within 3 days. After waiting for more than 2 weeks , I did not receive any update.
After multiple follow ups , I now receive an email on 11sept stating that my parcel has been delivered. I revived no email on my parcel getting dispatched , no email regarding the tracking details , no information about delivery date and now they have the nerve to say that my parcel has been delivered. I have been trying to get a refund but have not been able to get to them.
Extremely unreliable and unprofessional. Please do not use their online service .
Possibly my worst online shopping experience
I have been shocked that one of Australia’s most successful international retail brands has a customer care / courier delivery system that is so inefficient.
Like numerous other reviews on this website , my order was shipped without a tracking number . The order was delivered to the wrong address. I have sent 12 emails to their courier team and cotton on customer care (with pictures of my front door as proof of where I live) , without being able to able to find a resolution.
I keep getting hand balled between their customer care and their courier company .
No reply at all
I sent more than 10 emails to CottonOn but no reply at all. They just ignored my emails. I did not receive my parcel. The customer service team just handballing.
Hopeless online shopping experience
Cotton:on failed to send the tracking number. Finally retrieved it from the chat line. Their courier delivery has been a shambles. I paid the premium fee for express delivery - 2 days after the due date the package now appears to have done a U-turn in Sydney and is heading back to a depot in Geelong. If you are thinking of shopping online - try another brand.
Appalling Management and Customer Service. One star for answering the phone, zero stars could not be given.
My underage daughter IN SCHOOL UNIFORM, went to TUGGERAH and asked to place an item on hold until tomorrow when I, her mother could pay for and collect it. The sales assistant said words the the effect of "Why don't you do after pay, it's easier". Appalling to say the least. It has been all over the news that even adults are getting into debt due to over spending with after pay, getting debt collection and bad credit. Sell an adult this After pay crap but where is the manager and adult staff's duty of care for suggesting a minor child in sc...hool uniform should use after pay as it's "easier". Called the manager. Snarky and rude. When I asked why she was speaking to me like crap she told me I was. Untrue! She didn't like that I asked why layby or hold was not the first option offered to a minor, not credit. She made every excuse she could to support her staff and said it's my parenting responsibility. Yes that's right it is and that's why when my child told me I called to see what their policy and procedure with children is and suggesting to children they should use after pay. Told me to call customer service when I asked what it was she would be doing about this as she stated she does not have a company policy and procedures and would continue to suggest after pay to all customers. I would think common sense would be to say thanks for calling to let me know and it's not okay to suggest minor children in their school uniform should be told to use after pay and I can see your point. Thanks for the feed back. But no, this manager told me it's my problem. Appalling. Will never shop there. Wont be back for the item on hold. Disregard for customers. Speak to me with attitude and expect me not to get upset in return. Need new management if they think it's okay to treat complaints as nothing and reject responsibility at all. Children should not be offered after pay as an option, ever.
Track pants for men
The mens clothes supplied were marked large but the were small so I gave them to the kids ordered a second set the clothes turned and they had a couple of hole's in them.
I then contacted customer service, no joy it was a voice message, I the tried on line, it was like watching paint dry as they must have been taking numerous chats at the same time.
So here I am leaving feed back give them a miss there customer service leaves a lot to be desired.
Went to place a online order tonight 25/8/2020 from the sale womens activewear and selected 2 tights advertised as $20 each and one crop top advertised as $10 each however when they went into the cart they came up with very different prices.....tights $39.99 and the crop top $20. When i went onto live chat she said they were having technical issues and to purchase them give them the order number and they will refund...
Like why should i have to do that???
False advertising is what it is Cotton On
Lost parcel and no help received
I placed a small order back in June with express shipping. The shipping and distribution has understandably been delayed due to covid. However their courier has lost my package. I’ve tried to contact Cotton On several times and no one has responded to me. I need additional details about the package to assist the courier with locating it. I would really appreciate some help following it up.
So easy, so reliable!
Always love going online for one thing and checking out with many. It's estimate delivery is accurate, well packaged and great sizes and variety of choice. One of my fave places to shop!
Affordable and stylish
I'm a teacher and recently needed to stock up on some basics. Of course this basics shop turned into a super wardrobe overhaul. I ended up buying some long and short tees, crops, skirts, shorts, jeans, jumpers, sports tops and matching sets. I couldn't help myself and with their prices I could buy multiple colours and not worry about breaking the bank. Everything came well packaged and the sizing and quality was great, especially considering every item was $30 or under. 100% fave shop.
one of my fav stores
I really like cotton on.
its one of my fav stores for sure.
I only buy in sales but thats the same for most other shops I go to.
being a perks member has its benefits for sure.
you are able to reivew ur recently bought products as they send you and email to click how many stars and write a review if wanted.
And on ur bday u get $10 off.
will continue to shop @ cotton on for years and years to come :)
Terrible customer service
My click and collect order was cancelled because i could not leave my suburb during a COVID-19 pandemic to pick it up!!! Appalling!!!! . Then customer service rep told me to re-purchase it online & get it delivered. I informed him that I cannot get my size online.
He's response "thanks for getting in touch.
I am sorry for any inconvenience caused"
Disgusting customer service. Would give a lower score if I could!!
Self Service, interrupting staff to confirm they didn’t have what I was wanting to buy
Walked into Cotton On first time in this store location. I was browsing for elastic cuff/waist cotton jogger style pants. I looked in the men’s section I looked around the store. I spent 15 mins sifting through the racks. I had to interrupt two staff members which neither approached or greeted me so far. I asked about the size and style of these particular pants to have confirmed that they were unavailable. Which was a shame because I really liked them. I would have purchased them regardless of the lack of service.
- Cotton On Online Store
Sharing personal information to other customers
On 10/07/20, I made an order about $40 worth of stationery and gift type stuff. However, I didn’t receive my confirmation email so I emailed Cotton On asking if they’d resend the email.
A Customer Service Rep gets back to me stating the original confirmation email was sent to an email address I’ve never seen before, plus provided an attachment of the tax invoice. However, this tax invoice isn’t my order, it’s for someone who lives in a different Australian state who ordered over $100 worth of clothing.
I’m super concerned that Cotton On can be ...
- Cotton On Online Store
At last, a genuine seller, good prices, good quality, good customer service!
Cotton on have an online store in ebay, they are great. Good prices, regular specials, in australia, great customer service, refunds handled stress free, and the items are great quality
Half order received
I brought two items and only received one. Online it states that they are not responsible of any lost item left outside your door but when your outside sitting in your car watching the delivery guy with leaving only one item that’s ... Never buying online with these guys again.
Terrible customer service and unethical company
I received a birthday voucher during the COVID period when Cotton on was closed. I went in store a week after this voucher expired and they said they could not honour the voucher - I needed to call head office and ask for the voucher. Which I would then have to use by going in store AGAIN (or use online but you need to spend $60 before shipping costs are void). I never received a response from head office. When I emailed them again, they responded saying they would issue the voucher which they never did. It is bad enough that Cotton on are bein...g opportunistic during COVID by not honouring vouchers and wanting customers to come into store TWICE (obviously so customers can spend more money). I tried calling Cotton on but they are not receiving calls during this time. How convenient. Finally, a customer service person responded via email, saying the would issue the voucher within 48 hours. This was not done. I had to email again. She then said she issued a $30 voucher with free shipping which I could use online or in store. If in store, I simply had to go in and show them the email. I did so, and the staff told me this lady issued vouchers that ALL REQUIRE A MINIMUM SPEND OF $20!!! They said she should have known better as perks vouchers all require a minimum spend. This lady never mentioned anything about this in her email. If she had, I would never have accepted such a stupid gesture. How can you issue a $30 voucher to apologise for the absolute stuff around since MAY , with this voucher requiring a $20 minimum spend???!??!!??!?! I have since sent this staff member emails and have not heard back. I spoke to 2 online chat representatives promising me I would have gotten a response to my escalation yesterday and I have not heard anything. This drama has been going on since May. DO NOT SHOP AT COTTON ON. They are unethical and opportunistic.
Terrible returns /refunds online service
I bought a lot throughout the lockdown and sent back about $80 worth of returns -didn’t receive the proper amount back ,had to chase and chase and be given these repetitive replies .Buyer beware- do not buy online if u think u may return anything by post -it’s not like The Iconic where u get the money back straight away,there’s email after email regarding the money(just pay it !)
and if u r lucky u may finally get an email saying it was processed from paypal ,along with the replies to queries that don’t even answer your questions as well ...
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?
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|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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