Country Road

VERY bad customer service. Paid nearly a hundred dollars for 2 infant onesies. Received1x after a week but the other had a tracking label that never actually moved. Emailed multiple times and no response. Entered a chat and I was told a case number was opened and someone would be in touch and to only correspond through the email chain. Finally… Read more

heard from someone to say that we're looking into and then nothing. Right back to emails being ignored. Their prices are outrageous, their delivery and customer service are non existent and my recommendation would be to not deal them. They should remove the "O" from their name to make it more accurate. Only clicked on a star because you have to...I would give them minus 5 stars if I could.

Very disappointing experience. I have been a long-time Country Road customer and have spent thousands with the brand over the years. I visited the Sydney City store recently intending to make a substantial purchase, but was met with a cold, dismissive and at times almost hostile attitude from multiple staff members. I wasn't even greeted when I… Read more

entered the store. And it wasn't simply that I was ignored; the manner in which I was treated was actively unwelcoming. What was particularly noticeable was the contrast in how staff treated other customers, who appeared to receive warm and attentive service while I was treated very differently. This behaviour was not limited to one staff member, it also came from the blonde woman at the counter who appeared to be the store manager.

As a brown woman, I found the difference extremely uncomfortable and left feeling that I was being treated differently because of my ethnicity and body size.

I ultimately left without making the purchase I had intended because I felt unwelcome. For a brand I have supported for many years, this was extremely disappointing. I hope Country Road takes seriously the need to ensure customers are treated with the same respect and courtesy regardless of their age, gender, ethnicity or size.

Australian Cotton Brushed Sweat Pant (Mens)- The worst pants ever for $129!!! It sheds worse than my beagle dog, even after repeated washes, despite my using the lint brush on it every sngle time! My husband's legs are covereed in fluff and I have to vacuum every time he wears them (3 times only, 6 washes). I am about to throw them out; outrageous that CR charges so much! Do not waste your money Show details

Country Road sales are a lottery. I feel their business model is to sell things they don't have, hold your money for at least week before emailing… Read more

you to say they don't have the item/s they sold and that they will return your money in 7-10 more days. Imagine the profit they're making from holding money of so many people that long! I purchased 7 items from their outlet ... majority cancelled - one arrived ... one is missing in the mail, and it is difficult to get help - 'customer service' button doesn't lead to help. They don't have 'live chat' button active any more help and the 'text me back' button doesn't work.

I bought very reduced polo shirts - after a week or two i got an email to say i'd be refunded as the items that had been listed for a week or so (in the size I purchased) we no longer available. That was the Sunday and the item was no longer on the website, on the Monday morning it was relisted - in both colours & the size i'd just been cancelled for. I emailed from an old address i had and got the bog-standard prefab reply that i've received a dozen times before .. i emailed every day for a week saying the items were still listed for sale in my size - why was i refunded - eventually on the friday i got an email to say they'd remove the add.

The missing item is difficult to get help with ... i got a photograph emailed to me yesterday from CR that the mail people supplied to CR showing my empty letter-box and that was supposed to be proof of delivery ... i work at the front of my home - 10m from my letterbox with a view of the street ... doorbell didn't ring - both my husband and i were home that morning. The delivery docket says 'signature required' ... nothing adds up ... this was just a cheap pair of baby socks ... CR won't stand behind a missing cheap pair of socks ... imagine if this were an expensive suit or dress ... i wouldn't want to waste this much time again or risk losing the money from an item not arriving ... CR seem completely unwilling to help.

this has always been my go-to brand, but it is no fun to continually find great sale items that you excitedly buy only to, deep down, know your chances of this being a legitimate sale where CR have the items to sell is not great. Quality is now dodgy too ... bought mum a top recently, it arrived, button fell off as she tried it on.

i'm just about over this brand and i've been a Silver Member for some time.

Absolutely terrible quality. You go to pacific fair and try to explain this and they put words in your mouth and gas light you? Never have I ever had an experience like this in retail. Your consumer rights law means nothing with this company. Nor do they reply when you action online? Show details

The styling is nice, the quality is terrible and therefore the value for money is very poor. I buy almost all of my clothes from CR. I like to pay a little more for quality clothes and try to buy them on sale or on promotions. I know they are not 'designer' brands but CR used to have a reputation for being a little more upmarket and good… Read more

quality. I'm 52 so have been around long enough to know they used to be a respectable brand. I am going to start shopping elsewhere as the quality seems to be only be getting worse. All my black clothes - faded to charcoal even though I've only ever washed on delicate cycle. Same with dark denim pants - faded. Every single item has shrunk - again, washed on delicate or hand wash cycles and line dry inside. Merino knits - pilling. Loose stitches, poor stitching. Lovely chocolate brown linen pants - shrunk and now a very lived in faded brown. Washed on hand wash only a couple of times. I will need to find a new favourite brand.

What’s with all the non-CR crap cluttering up the CR app? It’s painful enough scrolling through a buggy (at best) app, but adding hundreds more non-CR products such as rugs, lamps and electronics makes casual browsing via the app near impossible unless you know exactly what you’re looking for and filter via the search feature. Not a smart move… Read more

CR. You can also do better with the photography of your products online, they are usually significantly better in store and in person than what we’re seeing online. I wanted to swap a sheet with faulty stitching recently as but gave up after getting the run around via your Chat feature. Appalling customer service. So much for being a gold level customer. Means absolutely nothing. Kind of over CR now.

Thank you to the kind lady at Country Road Eastland Ringwood, who took the time to locate online a CR item for baby girls which is selling out everywhere. Thanks to her friendly help I have found the item in the right size! Much appreciated

Dear Country Road Customer Service Team, I hope this message finds you well. I am writing to provide feedback on my recent visit to your store located at Casuarina in Darwin NT. I had gone to exchange a dress that unfortunately did not fit me as expected. During the exchange process, the staff member who assisted me, an Indian lady, inquired… Read more

whether I had washed the dress. I found this question a bit inappropriate and somewhat frustrating, especially since the dress still had the price tag attached to it.! explained to her that it was not possible for me to wash the dress without first removing the tag, as it is standard practice to exchange or return clothing items that are unworn and unwashed. While I understand that staff may need to verify the condition of items being returned or exchanged, the manner in which the question was posed left me feeling uncomfortable and somewhat judged. I believe a more courteous approach could have made the experience smoother for both parties. I value the quality and reputation of Country Road and hope this feedback is useful in improving customer service interactions in the future. Thank you for taking the time to consider my comments.

The online store is very frustrating to use. Discounted items are displayed at a sale price, but when you proceed to checkout, the items revert to full price. This is misleading and makes the online shopping experience disappointing. Show details

Why do I need to pay postage fees first a return if I am using MY OWN EXPRESS POST envelope which I have already paid for?? It should be my choice how I return my item and not be forced to pay your postage costs! Also whilst in your stores I really don’t need to be followed around by your staff with shopping bags on pretending to be shoppers! I’m not a thief and don’t appreciate being considered one! Show details

Beware any consumers that buy from Country Road outlet online. There are no physical stores in Victoria to return your items so you bear the expense of posting your items back if they don’t fit! Show details

Recently I had really disappointed experience with country road at the store in Chermside, Brisbane. Week ago I received my order, one of the item was too big for me. I went to the store to return it, and the lady was accusing me of wearing and washing it. Which was not true at all. I’m honestly not happy with the service. Really bad experience. I left the shirt there and won’t be going back and buying from them again. Show details

Country Road business had deteriorated to the point Ive cancelled my account. Their customer service with a recent purchase was awful when I couldn’t redeem loyalty points which ‘disappeared’ which apparently isn’t an isolated happening. Shame on Country Road for not fixing IT issues or maybe it’s the scam of loyalty points! Show details

I ordered and paid for an evoucher for my son in law, which was not sent. They no longer take complaints via phone, so you have to go to live chat. I was told it was going to be sent to him straight away, but it had been sent to me. It had NOT been sent to me and he hasn't received it either. GOING TO THE OMBUDSMAN AND WILL NEVER BUY FROM THEM AGAIN. I THINK THEY MUST BE ON THE VERGE OF INSOLVENCY IF THEY RUN THEIR BUSINESS LIKE THAT. Show details

Very disappointed in service from Country Road. Ordered via app, only 1 of 4 items delivered in timely manner. I had to contact CR many times (very difficult to get response via email or SMS) to follow up, received 2 items 6 weeks (!!) after ordering and still awaiting credit for item they no longer had in stock. Previous regular CR customer but will look for other options in future. Would not recommend. Customer service very poor.

Terrible customer service for an Australian clothing company. Ordered and paid for a dress in November for Xmas which never came. After chasing this up of the past 12 weeks I am finally getting a refund allegedly which will take another 2-5 days. So I will NEVER order from this company again.

I cannot stress enough how disappointed and frustrated I am with my recent online experience with Country Road. It took 29 days, almost an entire month for a pair of shoes to be delivered. I placed my order on 1 December, believing this was more than enough time to receive them well before Christmas. During this time, I emailed Country Road and… Read more

received no response whatsoever. The only communication I received were two automated delay emails, which did nothing to address the issue properly. This delay was not Australia Post’s fault, it was clearly a failure on Country Road’s end. At no point did anyone have the decency to contact me personally to apologise or explain what had gone wrong. It appears my order was not processed at all, and instead of being transparent, Country Road relied on automated emails to mask the issue. That is misleading and unacceptable. I received a $20 “apology” voucher that was issued without any notification. I only discovered it by chance when checking my CR app. Unfortunately, this feels more like a token gesture than a genuine attempt to resolve the situation. The delay went on for so long that I completely lost interest in receiving the shoes. I originally had the parcel sent to my work address, confident there was ample time for delivery. However, due to the ongoing delays and with my office closing prior to Christmas. I was forced to redirect the parcel to my home address. This was an unnecessary hassle that caused additional stress. While I was fortunate to be able to change the address, that is not the point. It should never have come to this. I was receiving parcels from overseas retailers far quicker than from an Australian company. That is extremely disappointing. As a result of this experience, I will never order Country Road online again. This was a very poor customer experience from start to finish and does not reflect the standard I would expect from a well-known Australian brand. Very, very disappointing service all round.

Today, my sister and I bought a bag from the Castle Hill store as a gift. My sister informed the cashier, who seemed completely disinterested, that the email address on file was incorrect because she wasn’t receiving any sales emails. The cashier rudely insisted that the email was correct, even though she hadn’t checked it yet. It turned out there… Read more

were actually two different emails associated with the account. They gave us a ring bag for our purchase, which didn’t even fit. Apparently, they were out of bags. I had to ask them to at least wrap it in some tissue paper, and once again, it felt like an effort — no eye contact and no care.

NO CUSTOMER SERVICE!!!! I have been trying to speak to someone from Country Road and this is no longer a possibitlity which is appalling. The 1800 801911 no longer exists for calls. I have also been trying the 03 8509 4200 number however on hold for almost an hour. I have since been texting someone by the name Maheshwari who requested all my… Read more

personal details and account. I dont have an account and I refuse to give anyone my personal details for a customer service enquiry. My question simply was "when can I call head office to speak to someone please". Unfortunately store level cannot assist. This has been going on for over 4 hours now and still no answer to my question sent 5 times. After the 5th time asking the same question I was booted off and pushed to the back of the queue. Absolutely disgusting service and biggest waste of my time. If management would like to see the text trail please do not hesitate to contact me. What's happened to this business? Very sad.

I absolutely love CR stores and always receive great service in person. However, my experience with online ordering and customer support has been extremely disappointing. There is no phone number to call, and my concerns were completely dismissed. I placed an order, received a notification that it was on the way, and then another saying it would… Read more

arrive that day. Only after contacting customer service did I learn that they only had a manifest with my order, and all they offered was a refund. No explanation, no effort to resolve the issue. I even sent screenshots as evidence of what I had said.

Terrible, terrible, terrible experience. Worst customer service I have ever experienced.

Absolutely shocking customer service for online purchases. Almost non-existent, and when you do receive a response, you are stuck repeating yourself with no desirable outcome.

This Review is for the Southland Country Road Store.I returned 2 Items to the store and I was served by the rudest most condescending woman.I had come across her once before and the same thing happened. She could not have been less interested in serving me. There are good people out there looking for jobs so I suggest Country Road looks at hiring… Read more

people with personalities and Customer Service.Southland was once a store where you could get help and be treated with respect. Not anymore.