Florence Store

Absolutely terrible. I had a dress returned to them because the label was incorrect which I accept was my fault, but then I had to pay $29.95 for them to repost it. That was over two weeks ago and I haven't heard from them since and I have tried to contact the several times. Feels like a total scam. Show details

I ordered a dress and when it arrived, it was too big.. I asked for a refund which they refused. They will only give store credit. It cost me $25 to send it back. It’s been two weeks. I have heard nothing and I cannot get in touch with them. There is no phone number or email address to get in touch with them. I have tried sending a message through… Read more

their website and it just says sending the message will not go through. I don’t have a good feeling about this and if they don’t get back to me shortly, I will be going to fair trading. They are not going to get away with what they’re doing. I wish I read the reviews before I purchased a $160 dress. Update: I think they have blocked me from logging in to their site. My password no longer works and when I try to reset it, I don’t get an email. There is no way of getting in touch with this disgusting company. There needs to be something done about them and I am gonna try my best to do it. After looking at all these reviews there is a pattern on how they conduct their business in trying to steal peoples money. They need to be stopped. This is Australia. We don’t stand for that here.

They deserve no stars, bought jeans, needed to return for a larger size and they would not confirm when my refund would be applied. Extremely rude and aggressive they now have my money and my jeans after first approving the return and then rejecting! Do not buy from these massive [Content Removed]! Show details

I wish I had read these reviews earlier (and the respnses from FlorenceStore). I would have saved myself lots of money. I didn't notice the final sale returns policy, sometimes it's obvious or emphasised on some online stores. I bought 2 tops,… Read more

neither of which fit like they show in the pictures and neither true to size according to sizing guide provided by the store. I've read the rude and 'out of touch' responses from the store and I expect I'll get the same. If I had been able to try these items on in store I would not have purchased. I have had very positive responses from other online businesses when items are 'not as described'.

Absolutely love shopping with Florence Store! The styles are always fresh, flattering, and such great quality. Fast shipping and the customer service team is genuinely helpful — they go above and beyond. It’s now my go-to for beautiful pieces that feel effortless and chic! Show details

Love Buying From Florence – Love buying from Florence. The blouse I wanted, had sold out, but was notified as soon as it was restocked. Delivery was very speedy and the top was every bit as beautiful as displayed on your website. Customer service is always very timely and at a high level for online. Show details

Brilliant Store & Service – LOVE LOVE LOVE! I initially received the incorrect item (mistakes happen). Florence Store quickly corrected the mistake, and I have the dress I ordered. Unlike others who pronounce their entitlements in these reviews, it's only fair to respect a business and its team and work with them on a resolution. Great product, excellent service, and an even friendlier customer service team. Will happily use the Florence Store again! Show details

As an avid online shopper, this would have to be the worst online shopping experience I have had worldwide (and this is my only online clothing review ever). I purchased a denim dress that was deemed “loose fit” in my size at a cost of $135.96 (using my welcome 15% code). The dress received was huge. I returned the dress to repurchase in a… Read more

smaller size as they would not refund or exchange, only supply a voucher. The dress cost me over $15 to return. The new dress was at full price (they would not honour the 15% welcome code) and also added postage … so I ended up paying over $50 more than the original purchase price. There is no customer service goodwill at all. Stay clear and lesson learnt.

I am shocked and appalled by their customer service. I wish I'd seen these reviews before making a purchase with them. I returned an item that met their return policy (at my own expense to post), and it was then delivered back to me today as Return To Sender. I checked the Return status on their website and it says it was rejected because it was… Read more

not returned in original condition with tags. It 100% is in original condition, with its tag attached, and folded in the clear plastic bag it came in. The package also has not been opened by them, it was still sealed with the sticky tape I used when posting it, so the rejection reason is untrue.

I emailed them to query why it was rejected and the response is (quote):

"You were advised over email. The returned item has been rejected, and our customer team will not enter a discussion of this."

I responded that I have not received any emails from them since the notification that my order was shipped. Their response is that their system sent an auto-generated email that they have no way of resending to me. There were a few more emails back and forth as I tried to obtain some assistance from them and they rudely responded.

So they returned my item - unopened - that was eligible for a return according to their policy, with the rejection reason being completely untrue, apparently have no way of providing evidence that they ever notified me, and then were extremely rude when I tried to resolve the issue with them.

I am documenting my experience with Florence Store so others are aware. Florence Store currently has both my money and the top I paid for. The item is not in my possession, and no refund has been issued. At no point has the store attempted to assist in resolving this matter. They have refused to provide written return details via email and have… Read more

not taken any meaningful steps toward a resolution.

Instead, I received the following responses:

“Are you serious? Someone must be having a bad day – that you feel the need to argue over the reply we kindly provided. Get it together.”

“What did you expect after yours exactly? Flowers and a voucher.”

“How life works its magic. You mad.”

This conduct has been abhorrent. These are the direct responses sent to a customer seeking clarity about a paid item that has not been returned or refunded.

I am simply requesting written return instructions and a refund for goods that are not in my possession. That basic and reasonable request has not been met.

I purchased clothing from this store that did not fit so I returned the clothing directly in line with the returns policy. I received a credit note that had $20 deducted. When I questioned this I was told it was a restocking fee as my return did not meet the requirements. I strongly dispute this. I was told there was photographic evidence but… Read more

despite multiple requests for this to be provided it was not. I have now discovered that the credit note I was provided had been removed. Apparently because of my dispute over a bogus charge the only remedy I’d got me to pay to have the clothes that don’t fit returned! I am at a loss this company had the goods and my money. And through all of this there was never a genuine attempt to resolve my complaint. No severance provided just a fee for restocking that is not disclosed anywhere on their website. Please do not support this business the customer service is appalling. I have provided a balanced review directly on their website that I suspect will never be posted. The only place you see reviews that are questioning their practices and or customer service ( and there are many) are on independent websites- says a lot really. Anyway I lodged an official compliant today through the relevant authorities to endure that no other harm is caused to unsuspecting or vulnerable customers. And that these types of practices are regulated appropriately. Yo keep someone’s money and the goods with the only resolution being the goods returned at your own cost when you explicitly state you do not accept this as an option is not only unethical, it’s un Australian.

I have not left a review here before but the rude and unprofessional customer service has pushed me to add this. Beware this store. My item was delivered with a long delay due to weather related events, fit poorly, and then when I tried to return it via their portal it would not accept it. I contacted them several times but again a long delay. By… Read more

this time it was outside their returns period and they were so rude about this I could not believe it. Such an unprofessional and unpleasant experience

Do not buy from Florence clothing store. They advise you that you can return your items but yes you can return your items but they will give you a store voucher instead of your money back how [Content Removed]. I ordered one pair of shorts and they sent me 3 so now I'm out of pocket for over $200.00 but they will give me a store voucher what a… Read more

joke. This is [Content Removed] and not sure if they can do this. Never will I shop with these [Content Removed] again.

WARNING: Avoid Florence Store I rarely leave reviews, but the service I received from Florence Store was so despicable that I feel compelled to warn others. Their own returns policy states: "We gladly accept returns on full-priced styles - whether it’s a change of mind, doesn’t fit, or isn’t what you expected… You’ll have 14 days from delivery… Read more

to lodge your return online. All approved returns are issued as a store voucher."

Despite following this policy, my return was rejected for the most absurd reason imaginable: the items were not folded exactly as they had been when sent to me. Let’s be realistic, how could they possibly know the precise way items were folded when delivered, especially after going through Australia Post in a satchel? My items were returned neatly, not carelessly, yet they still refused to honor their own policy. NEVER have I had this happen before. NEVER.

To make matters worse, their communication is appalling and beyond rude - I now sadly see this pattern through other reviews. As an example; they refused to escalate the issue, and when I insisted, I was met with a laughing emoji in their response. That level of disrespect is beyond unprofessional. There is no phone number to call where you can speak with someone directly. No address and the PO address Australia Post say is not for that suburb.

Florence Store’s customer service is not just poor, it’s deplorable. If you shop here, be prepared to lose your money over trivial excuses.

My advice: DO NOT SHOP HERE. I usually shop with well-known, reputable brands and have now learned the hard way not to stray. This experience has ensured I will never purchase from Florence Store again.

It’s a shame that a supposed [Contents Removed] business is tarnishing the reputation of smaller retailers with such disgraceful practices.

Apart from all of the above, I also do not think the products are actually as nice as they look online. Not for the price anyway. Target can probably do better??

Do not purchase from Florence Store believing you can return items from this business. After following all requirements - unworn, tags in place, original packaging - I was refused a return. Unbelievable that such poor customer behaviour exists! www.qld.gov.au/fairtrading Show details

I should have read other people's reviews before purchasing. But online shopping is always buyer beware. I purchased an item that I returned and expected a store credit. Unfortunately, the "customer service" team deemed the return not in the condition they would like, so it has been rejected. It would seem that the return must be done in the… Read more

exact way it was received. I found it impossible to get the item back in the plastic sleeve it was received in. I am not working in a factory with a machine that can insert the clothing into a plastic sleeve, without the plastic splitting and tearing. Of course, the item has been tried on and will not present in the meticulous way it was received. The tags were on, and return was done in a timely manner. Item was not compromised in any way but was folded as best as I could and taped up securely to avoid any damage in transit. Was it the way it was received, no. The response from the sales team was rude, sarcastic and insulting. I will be taking this matter up with the Fair Trade Commission. There has to be some recourse for people who have purchased online. I am not complaining about the item. It was as I expected it to be, just did not suit me. It's the complete lack of customer service, and respect that is unacceptable. No doubt i will receive an equally rude and dismissive response, as have the many others who have had the same experience, and dared to fight bask

If I could give zero stars, I would. From the outset, I was uneasy — the store listing lacked a phone number or physical address, which immediately raised red flags. When I reached out via their chatbot, I was greeted with a message about “respect,” which I initially took as a positive sign. Unfortunately, I soon discovered that respect only flows… Read more

one way: from the customer to the business. My experience with their customer service was among the worst I’ve ever encountered. I sent an inquiry about their refund policy. The email responses were sarcastic, condescending, and outright rude. The interaction was so unpleasant that I chose to keep my order — not because I was satisfied, but because I never want to engage with this business again. Whatever you can buy from this store can be bought from other Australian stores with a much better attitude. I wish I had read the reviews before buying from them as I would never support a business that treats customers with such disdain.

Ordered a dress which did not fit so returned it. Hadn’t heard from them so reached out to ask if they had received it. Gosh the emails were so rude and abrupt and even went on to accuse me of taking up too much of their time. Avoid this company the customer service is appalling. Still haven’t received refund. Show details

Customer service is absolutely appalling. This business is the worst and the rudest l have ever dealt with. The shirt that l received is faulty (more than likely a second). Please purchase items from a reputable business. Show details

BE AWARE - 'Returns' vs REFUNDS I checked before ordering as I don't like store credits. After reading the Returns description on each individual items page, I was led to believe on the surface that 'returns' are OK! nowhere on the page did it say anything about a credit. Until I went to return something and it's credit only. Very disappointed I… Read more

purchased, I thought I'd done due diligence before purchasing. (My fault for thinking they would have included that important point in their specific Returns description? Didn't think i needed to dig deeper?!) I reached out to them and ...'we never stated that refunds are offered'... Catch you out on wording :)

Please do yourself a favour and avoid this store! The quality is terrible (despite the high price) and if you contact them, all you will receive is extremely rude customer service. Avoid avoid avoid! Show details

Title: Obnoxiously Rude and Unprofessional Customer Service – AVOID This Store Florence Store’s communication is astonishingly rude. After returning an item that didn’t fit, I politely asked about my refund and received this entire reply: “You were unsubscribed from all emails as specifically requested by you – multiple times. Here is a helpful… Read more

guide which we’re sure you familiarised yourself with: https://florencestore.com.au/docs/coupons-vouchers/find-my-store-voucher/”

I tried again, explaining I couldn’t find the email and didn’t have an account. Their next complete email was: “Hi there, If you can’t find your store voucher email, please check your spam, junk, or promotions folders. The only two secure ways to access return vouchers are: 1. Find the original email sent at the time of issue. 2. Log in to your Florence Store account using the same email used at checkout (create an account first if you haven’t already). We’re unable to resend voucher codes once issued. For step-by-step instructions, see our guide here: https://florencestore.com.au/docs/coupons-vouchers/find-my-store-voucher/ Warmly, Florence Store.”

So apparently it is my fault because I unsubscribed from their emails (apparently multiple times!) so they stopped sending necessary updates about my return. A legitimate retailer separates marketing emails from transactional ones—Florence Store apparently can’t be bothered. Their refusal to resend the voucher I never received is appalling and unprofessional

I won’t shop here again and would strongly caution others to avoid this store.

Products are fine and good quality, but customer service is absolutely horrendous. I returned a silky top in its opened plastic bag I received it in, (ie bag was opened so I could try it on, and silky top very slippery and hard to fold) and incurred both the return postage (not ideal but ok fine) AND a $10 “REFOLDING” charge, (no refund at… Read more

Florence store but a store credit-is this legal?) . I questioned this and the response was so extremely [Content Removed] and rude, I assumed the [Content Removed] woman must have been having a very (very) bad day as no business could function with such atrocious customer service, and no business world employ someone who responds to their customers in this manner on a regular basis. I thought I’ll give the [Content Removed] love a pass and move on. I then decided I would like to exchange the jeans I purchased on same order for a smaller size. I understood that I would have to again pay for postage which I was prepared to do. Apparently this a [Content Removed] “no” as well, as Florence store will only allow you to initiate a single return from any order (ie you can return multiple items, but only initiate a return from any order one single time). Again, Is this even legal??? The strange thing is that virtually every single item Florence store sells is readily available at MULTIPLE other online stores, which all offer FAR superior customer service. I genuinely do not know how these people have stayed in business. They used to be fine so maybe new ownership? Strongly advise to purchase same item elsewhere.

I had bought 3 items from Florence online and had received the delivery today, when I opened up the parcel and felt the material of the tops and Pants I had ordered, it was the most horrible material I have come across in all my shopping Life , I would definitely Not recommend this Brand to anyone.... Show details

Internet Shopping should not be this difficult! I purchased a dress from Florence Store which didn't sit correctly on me and returned it (I paid for the return postage). Florence stores gave me a credit note as they don't give refunds. When I went to use the credit note on an advertised sale where shipping would be free, I found out I would… Read more

have to pay for shipping because I used my credit note. More money! It is a shame that I have to spend more money just to get my money back (by purchasing another piece of clothing).

While their standard answer says "It is in the policy..." I hope that care for the customer with reasonable service is in the policy too but I couldn't find it.

No refunds, paying for returns then paying for shipping when wanting to use the store credit note - internet shopping should not be this hard!

Short Sleeve Summer 2025 Striped Black and Brown Dress – I purchased online the striped jersey dress, and while it arrived quickly, the quality was a letdown. The fabric claims to be 100% cotton, it feels scratchy, stiff, and cheap. It doesn’t hold its shape well, around the neckline and sleeves, where the stitched seams are bulky and unstructured. The dress looks fine in the photos, but the reality is… Read more

far less flattering. I am a dressmaker of 50+ years and know when a style has been expertly designed and cut, and this it aint!

After trying it on, I feel hot, lumpy and uncomfortable, and I suspect that after a few washes, the dress will lose more shape—destined for the rag pile. Unfortunately, they only offer store credit, no refunds, so shop carefully {difficult when its an online store}! I think this is questionable practice especially when the quality is average at best, and comparable stores {[Name Removed] and [Name Removed]}, and others further up the quality scale {[Name Removed], [Name Removed], [Name Removed]}, all have full refund on purchases, especially when the sizing runs big. Store credit practice is misleading under Australian consumer law, and ultimately Buyers will shy away to where they can try and buy.

Customer service? >>>> Nonexistent >>>> Just an automated bot with no real support. Checkout the standardised bot response for a diverse range of problems from other Buyers on several review sites. Beware, they want your money and fast, but aren't interested in providing any customer service. Interesting that their Instagram account claims another company is ripping their customers off, by impersonating them {on Feb 11, 2025}.

Overall, a very disappointing experience—I will not be back! I have my stores I've used for years because I can rely on the quality and customer service will surpass. Sadly, this is not one of them, and ultimately I feel 'ripped' off for having dealt with them.

Avoid like the plague – I’d give this place a zero if I could. Bunch of [Content Removed] artists. The website product looks very presentable but the item received was completely different. I bought my daughter some jeans &, when she received them, it was clear they were of a very poor quality. She said they seemed to be made out of paper! The worst part is there is no… Read more

option for a monetary refund in this store’s return policy (as I belatedly learned), only store credit! Who’d want to even dabble in another product from this low quality store? I surmise that this company may buy its products in bulk from some similarly low quality overseas [Content Removed] store (one springs to mind!) and resell in Australia. I’ve learnt my lesson and will be sure to check out online stores more thoroughly before purchasing. This store now has a $100 of mine I can’t get back.

The rudest retailer on the planet – I'm writing a review about the customer service experience - I haven't bought any clothes from this company and after my experience today, I never will. I clicked on a sponsored ad on my Facebook feed and saw some nice looking dresses. A window popped up offering me a 15% discount on my first purchase if I subscribed to their marketing emails.… Read more

Pretty standard stuff which I've done before with other online retailers. Since then, I have been bombarded with multiple emails on a daily basis, to the point that I was feeling harassed, so I decided to unsubscribe. So I clicked on the "unsubscribe" button at the bottom of their latest email where I expected to see a screen either (a) confirming I have been unsubscribed, or (b) giving me the option to confirm that was my intention and they were sorry to see me go. Fairly standard responses in this day and age. However, it took me to their website home page instead. After several frustrating minutes going through all their tabs and searching on their help page for "unsubscribe", the only result I received was "no results found". I interpreted that to mean that there is absolutely no use of the word "unsubscribe" on their whole website, and that is not just a broken link, but a breach of the law. So, I took the time the contact them, tell them that their link was broken and that I wanted them to unsubscribe me and fix the link because they are breaking the law. I also took the further step to give them feedback from my perspective that they send too many emails and perhaps if they sent fewer emails each day, fewer people may unsubscribe once the link is fixed. I was not rude, I did not use any swear words or insulting/derogatory terminology, it was simply a constructive criticism. Well, I certainly was not prepared for what happened next. Literally, a few minutes later I received a response from them which was the most entitled, rude, sarcastic and insulting piece of correspondence I have ever received from a business. In case the screenshot of their email doesn't attach properly, here it is, verbatim. "You've been unsubscribed. Our technical team will review the unsubscribe link - because, you're right, that's definitely not how it should be working. Of course, a simple note pointing that out would have sufficed, but since you opted for direct communication... a matching response seems fair. Thanks so much for the legal clarity-truly, what a revelation. And as for the assumption that 'maybe then fewer people will unsubscribe,' an interesting take, though not exactly grounded in reality. Regardless, we so appreciate the unsolicited guidance. Hope the rest of your week looks forward and upwards. " So, either somebody needs to find a job away from customers, or, if this was an automated AI response, it's not just the unsubscribe link that is not working properly on this website. AVOID, AVOID, AVOID. There is nothing this website is selling that you can't find on another of the plethora of online retail sites and clearly, they don't think they need customers or goodwill, so spend your money with retailers who do appreciate and respect their customers.