Cue Online store

Bought from the online shop 3 times in the last two months. Two times items have been stained with makeup. First time I just washed it and didn't complain, the second time. I bought a white shirt with a clear makeup stain on the underside, I sent them an email with photo! They stated the below I completely understand, and I am very sorry for the… Read more

poor experience you had.

Please let me know if there’s anything further I can assist you with.

I'm pretty sure you need to try make things right when you twice have sold stained items, not just say, oh sorry, can I do anything else? Customer service is thinking of how to help and please the customer.

Unimpressed with customer service. The least they could do is replace the item immediately. Not in a hurry to shop online again.

Order VM72253 Olivia responded to my query with a true “I can” attitude and delivered exactly what she promised regarding my double order refund — and she did it promptly. She understood my concern, especially since my initial request took some time to be answered during the company’s busy sale period. I really appreciated her efficiency and reassurance. Show details

The heavily reduced dress I purchased online wasn't quite the right fit for me - which was a real shame, cos it was such a beautiful dress. The customer service team were so helpful in offering to find another size for me. Great service from the team - thank you! Show details

Olivia was really helpful and well behaved. She solved my problem too.

Very impressed with great customer service and quick response time to a query I recently had about a product's price. The customer service was really very efficient, polite and helpful! 5 stars from me!

I purchased a dress online and unfortunately the dress was faulty. I have been liaising with Olivia online from Cue who has been absolutely remarkable. I had a number of issues initially with Cue regarding this and lost all faith in the brand. Olivia took over the matter which was quite complicated as I was overseas for a period and also the dress… Read more

I purchased was no longer in stock. Olivia found another dress and arranged for this to be sent to me and I return the faulty item to a nearby Cue Store. Unfortunately whilst the outcome wasn't what we both had hoped for, Olivia did everything she possibly could to find solutions. Olivia generally had my best interest at heart and ensured I was informed of all transactions along the way. Olivia was solution focused, empathetic, professional and a pleasure to deal with.

I had bought a dress last year and had worn it twice. It ripped and wanted to know how I could get it repaired. The information provided to me by Olivia was outstanding and the matter has been resolved. Show details

Really Disappointed with Cue – Not Worth the Hassle Cue has been seriously disappointing lately. Here’s what’s happened: 1. They’ve cancelled and refunded my orders more than once after I’d already paid. Their system clearly doesn’t work properly, and it’s the customers who are left dealing with the hassle. 2. I went in-store to return an item,… Read more

and they refunded me for the wrong one—about $130 less than what I actually returned. When I emailed customer service, they just said it wasn’t their issue and told me to go back to the store. No help, no apology. Super inconvenient.

3. I also bought pants from them that made my legs intensely itchy and painful. When I asked what could be causing it (whether there were any harmful chemicals), they said it was probably the wool and "reassured" me that they only used the best materials (though do consider that I have never previously had any issues with wool). No concern, no offer to make it right.

For a brand that charges premium prices, the service and accountability just isn’t there.

Quality does not match the pricing – I had alot of Cue pieces in my younger years & yes the price point was expensive even back then but the quality was fantastic. Recently I purchased a couple of items online at David Jones & have just received. At the ridiculous price points I am shocked at the poor quality & where it’s come to now. $345 dress (sale for $175 still pricey) but with… Read more

poor quality material, a mixture of awful materials that definitely won’t last long. Most importantly no lining & after putting on it looks & feels so cheap. I’m genuinely in shock. I would rather spend on other brands like Saba, Veranika Maine & hey even Zara & Portmans feels like better quality now. I know back in the day Cue was made locally & I guess in this day & age we have rising costs it’s all changed .. but that utility dress for rrp $345 for that kind of quality is honestly so shocking. I am stunned…

Web site is a disaster – What on earth is shop? I can’t set up an account. I have been abused by my daughter accusing me of hacking her account. I can no longer buy on line. Stop being stingy and make your own app. You charge enough. Pretty much over it.

Really terrible services – The computer I was on autocorrected to the wrong address I emailed them IMMEDIATELY to tell them that it was incorrect and give them the correct address. They posted it before they read my email and didn't send me any tracking details or a confirmation email that the item had been posted which I was informed was because the person who had sent… Read more

it hadn't updated the order in the system which meant I was unable to update the address through Australia post.

The person who I spoke to over email was very rude and defensive, not only did they take too long to respond to update the address their attitude towards the situation was super gross. I can understand that I made mistake, I have been in this situation before where the address has been autocorrected and I have emailed straight away and the customer services team has responded in a timely manner and rectified the address. I have also been in the situation where I have had to update the address through Australia post using the tracking number, as I did not receive a tracking number due to their mistake I was unable to do this.

When I expressed that I was a frustrated that they hadn't responded in time or sent a tracking number, their response was to rebut with the excuse that they receive hundreds of emails. If you receive hundreds of emails then hire enough staff to read and respond to them in a period of time where they could actually assist the customer. What is the point of having a customer service team or an email contact if they don't read or respond to them in time to update the order? It was just a super gross interaction and I am never giving them any money ever again.

When I went to the old address the parcel has been stolen.

Still waiting for product – I ordered a top 2 weeks ago. There is no update after it was packed .I called to follow up . Customer care rep said he will send an email . I called them again twice - no response. Hopefully this review will prompt a follow up .

terrible customer service – I love(d) the products but customer service is crap! long story, but I am not going to purchase anything from this brand after being a loyal customer for 8 years Show details

Terrible shipping – I ordered an item 10 days ago from Chatswood to Darlinghurst and paid for express postage. The tracking saids it’s’in transit’ makes no sense, never buying from them again. My friends sister works for them and earns 150k, guess that’s where there overpriced shipping profits are going

Express Post Failure – Ordered a dress online on Tuesday with Express Shipping (paid extra) - I needed the dress for an event on Saturday. By Thursday still had not received any tracking and customer service advised the dress had not been shipped. Why offer express shipping if they can't guarantee. Very disappointed and they have lost a lifetime customer with their terrible customer service. Now I have to find a new dress in less than 48 hours! Show details

Terrible customer service – Online customer service is bad. Not understanding your queries, no being able to change collection store after order is placed. When I tell them they may want to note that you cannot change store to collect to your future customer, the agent said "sorry what am I noting down?" After I repeated she said "thats already terms if you want to check them out". This is NOT the attitude you want for such a high-end brand.

Great quality, great delivery – Ordered during COVID and during a sale. Item arrived within two days of ordering and the trousers are of beautiful quality. I love that these are made in Australia and have normal proportions. I would recommend sizing down - I wear an 8 and they are a bit on the large side... Show details

Prompt delivery – I bought a beautiful pair of pants during the recent Warehouse Sale for half price. I paid for regular shipping and it was delivered by StarTrack in less than two business days - which was impressive considering they were running a big sale during a busy delivery environment. Very happy with the service for my first online purchase from Cue! Show details

Not impressed – Not at all impressed that cue stop at a size 14 maximum. What message is this sending to women? Would never shop there out of principal. Disgusting that stores still think this is ok.

My favourite Australian label – I’ve been shopping with Cue since 2002. The clothes are well-made and I’ve always experienced great customer service from every store I’ve visited and the online purchase process has been faultless. I’m proud to support this fantastic Australian label. Show details

Terrible online customer service. Stick to in-store shopping – I have been a long-time (10+ years) customer of Cue. I recently returned an online purchase to Cue. The purchase was over $250 and most of the amount had been paid with gift cards. The return was registered with Cue on 17 December. After a week without hearing back about how my gift cards were to be refunded, I contacted Cue. I was told… Read more

that I would be issued with new gift cards. It is now 8 January 2019 and despite multiple emails and phone calls, I am yet to receive a refund.

Trying to get hold of someone on the phone involves 30-60 minute wait times. The person at the other end promised that I would get a call back by COB today, but I have heard nothing.

This has been the worst customer service experience I have had with any retailer. I will never be shopping with Cue Online again.