Returns process is shocking
Forever New use Couriers please for their parcel returns! They are useless! Picked a time for pick up and they didn’t show and then when I called they couldn’t give me a pick up time or date? This reflects very poorly on Forever New that they continue to use this unorganised company
1 star for the terrible customer service and return policy!!
I am in Victoria and the stores are closed due to the lock down, so I placed my order on line. First problem I had is that they didn’t have my address and when I called customer service they literally said there is nothing they can do. I ended up using my friends to place the order. I ordered a size 8 (which is what I usually wear) and that was too small, so I made a exchange request for size 10 (which I had to pay - and they didn’t even allow me to send that with express post at my own expense, saying this is done through their system). By the...time I got the level from them, size 10 was not anymore available so I cancelled the exchange (As they refused to give me a refund and didn’t want to get a credit back). I ordered size 10 in a different colour And of course paid for it (as I could not change the one I had with a different colour) but after few days, size 10 in the colour I initially bought was again available.. so I tried to make an exchange request and this wasn’t possible as I had already done one (although I never sent that order and I cancelled the request). I called customer service and they literally told me there is nothing I can do... all I can do is buy the size 10 (which was not anymore on sale) and take back size 8 for a credit when the stores reopen. It’s a shame, cause they have really nice clothes, but this customer service & their policy it’s a no no. Will never buy again..
Love to shop at Forever New. On trend seasonal pieces that always work. Great and true sizing when ordering online. Have had no issues at all with online and instore.
Don't Buy Online - Terrible Return Policy on Sale Items
Bought online for a click and collect. The item was unsuitable so asked for a refund was told no as it was on sale. So they have my money, I have no product and they gave me a gift voucher. I do not want to shop with them again. Their customer service is terrible, I sent an email and they replied with a generic response and even got my name wrong. This company is terrible and their customer service is even worse.
I had a really good experience with customer service online who had to redirect my order due to working from home in the pandemic. I love their simple, but chic or classy tops for any occasion and their coats and sizing for smaller women, too! I am obsessed with their tops mainly because the quality is also better then zara for example and fit me better than portmans or cue. Online or in store, always a pleasant and good experience. Compared to other on the market- average pricing.
The reviewer stated that an incentive was offered for this review
I love everything about thoer product. Given the price we pay foe the product. The packaging could be so much better. There is no packaging. If you do an online order it does not even come in a box. I brought this $250 coat online that came only wrapped on a plastic. So disappointing!
Loyalty Rewards and online sale items
Most of the items which are Ava in online, are not in stock, they cancel the order but even after that still available in the website.As per their new rules loyalty vouchers can be claimed for full price items but there is hardly any without a disc. These are more like promotional vouchers rather loyalty vouchers as most of them can’t be used or no point of using them because if you buy a full price item with the vouchers next week they are in sale and that’s much cheaper.
Quality and design I love but I m very disappointed with what I have men...
- Verified customer
I’m currently overweight and was struggling to find pretty clothes that look and feel good. The curve range from forever new, just wow! Feminine, stylish, stunning. I was and continue to be impressed by the quality and design. Extremely satisfied customer
I purchased a pair of shoes just before the lockdown started. Didn't get chance to wear them obviously, just wore them recently and the inner lining of the shoes was ripping apart in just one wear. Called them with a complaint and was turned away because their policy is only 14 days even for faulty items. Poor quality and a customer service to match!
Love everything about them!
Always wonderful service and quality clothes! My go to store when I need new outfits. North lakes, Chermside and Brisbane city stores have been such wonderful experiences and exceeded expectations
God you gatta be joking
Ordered size 39 for shoes received 39 yet couldn't even put my foot there
It looked like size 36
Told my sister she was like; didn't you know for "forevernew" you gotta order at LEAST 2 sizes up if not 3!!
What is it porcelains dolls sizes??
Quality and Comfort
I have now bought four pairs of Forever New jeans In-store and Online and absolutely love the fit. They are so comfortable and the quality is excellent. They fit perfectly around the waist and are easy to go about everyday life, including being comfortable bush walking. I am also very happy with the ribbed poncho I received as a gift recently. Perfect to pullover when cool.
Hi Forever New. I went into your Miranda store this morning to request a refund/exchange of an online order I made after the 11th of March as per the guidelines below. My request was denied. Not sure what the worker’s intention was (racism?) because the customer in line behind me was given the refund that she asked for. I was going to make a scene but my mum pulled me away because she didn’t want to be embarrassed on Mother’s Day. I know it’s cliche to say this, but I am a loyal customer of Forever New for years, possibly even a decade. More th...an once I have taken advantage of the $50 gift card offer with an annual purchase of more than $500. I guarantee after getting a coat and a couple of jumpers, I WILL NOT be shopping at Forever New anymore.
Terrible service, terrible company - do not buy!!!
I have never been more appauled by this company. During Coronavirus they have shut all their shops meaning all shopping is to be done online (which is completely fair enough). However, they have a differing returns policy on their website compared to the one attached on their invoice they email you. I approached a customer service member via email called [name removed] about this and asking to cancel my order 8 minutes after placing the order. He said 'no' and then said it's not his problem if the returns policy differ. I then have attempted ca...lling the customer service number 8 times to which disconnects after a number of minutes of sitting on hold and I have only 14 days to return the items to recieve no refund apparently. Then they want us to pay for postage!!!!!! I have emailed them 3 times now asking for a call back and its been 7 days and nothing - so now I have spent $250 on clothes I can't wear that I only brought because of their returns policy on their website!! What a disgrace for a company and will never buy from them again - such poor customer experience. I will be sure to be escalating this to the ACCC and any other product review sites.
I have been a very loyal FN customer for years. I am very disappointed in a recent service. I had purchased two coats a while ago and both were same style/model and size. One for myself and one for another. My coat is alright however the second one has lost all its seams and is ridiculous and only been worn twice. I approached them online regarding this and firstly they are very blunt and rude - then if they escalate they ask for details and when you actually provide proof they again deny and shove you off. I am now going through the reviews be...low and I can see that I am not the only one that has been treated this way. I had a very high opinion about FN but not anymore and I will be telling all my friends about this. They now want me to spend more than the coats value in recalling the item from a different country, sending it to them and not even knowing if they will look into this or refund me for this faulty coat. That too when the entire globe is in lockdown. They have these cheap sneaky time delay tactics always have an excuse to avoid taking ownership for their faults. I urge you all to stay away from them and never purchase no matter how long you have been a loyal customer because that my friends isn't something they value and are concerned with. They just want profits and don't believe in customer satisfaction.
Constant issues with inventory count- super disappointing experience
Previously had always had quite a high opinion of Forever New customer service and the quality of their clothes. Recently, I was after a dress that I had tried on in store, for an upcoming wedding I had to attend but they unfortunately didn't have the size I needed when I went to buy. A stock check showed that the store was meant to have 1 in stock but the sales assistant advised me that it was a discrepancy in the system. She advised me that a store around 25 mins drive away from me had one in stock and that I should go there to check it out. ...However, when I went there, I was once again told that they did not have stock in that size and that it was a discrepancy issue again. Again, I was fine with this and simply hopped onto the website, where it showed that there was stock of the item and that there was also a sitewide promotion sale too so I placed my order. Two days later I get an email saying that the item is out of stock and that they are refunding me. I go to the website and check the item and still see that there is stock of the size I want. I email customer service and was informed that again, this was a discrepancy or a faulty item. The fact that they were unsure makes me think that the inventory system they have in place is extremely incompetent as this was clearly an issue both in store and online. I then went back to the website and placed the exact same order with a different account (the promotion sale had finished at this point so I bought it full price) and lo and behold, I received the item in the mail. Honestly felt pretty disgusted at this point at this back and forth business and the fact that I had been lied to so I went back and returned the item. Was quite disappointed by this experience and I feel like it's marred the brand for me, which I had always thought highly of.
Excellent quality clothes
I never had a problem shopping online with Forever New brand and not a single piece of clothes I bought from Forever New is bad or meh quality, they are always very nice quality, true to size and feel expensive. Love love love.
Strange online system, unfair return policy and need to improve customer service
I've shopped at forevernew for a while, both online and in store, and I've noticed a few things about the company. First their sale clothes are almost doubled of their full priced items (if you search the full priced dresses on the website, there's only 3 pages of them, but the sales dresses got 6 pages), this is ok, but their sales items are 99% not in stock in store, which means we can only buy online without trying. With online purchase, there's $75 minimum for free shipping, this is fair, but when it comes to exchange a size, we customers h...ave to pay for the postage to return it to their warehouse, I've never seen any other major online shopping stores where customers have to pay for the return postage in Australia. Of course your other option is to return the item to store yourself which doesn't cost anything, but that means if you only want to get a different size, you have to purchase again online to a minimum $75 to be qualified for free shipping... I don't know if forevernew is trying to move to a online shopping store like many other retailers, but if so, they need to do much better in their return/exchange policy. Second thing, Forevernew's online system is quite a mess I would say, I've had at least three experiences recently when I was told the items I bought online is actually out of stock, but guess what, when I looked at their website afterwards the exact item and size is still showing as available, so I did an interesting experiment of asking a friend of mine to buy the same thing again with her account, and her order got shipped successfully?! So when I raised this issue with Forevernew's customer service, the answer I got is just occasionally their items could be out of stock, but when I asked them how can my friend got the exact same thing that was cancelled in my order, they just can't give a reason. I think Forevernew definitely needs a better IT team to work out their online system, because I noticed that all the items that were cancelled in my orders are still available to purchase even one week later...Many times when I inquire about their system like when I never received emails of tracking or order confirmation etc, the answer I received is that there's a technical issue, it just leaves me the feeling that they definitely needs a better technical team, (btw recently they refunded me twice with another out of stock cancellation, I guess that's a pay out for a problem-ed IT system). The online customer service is generally polite but with little knowledge of how the system runs. When they can't answered the question I asked, they just go silent without reply. I was once offered to complain to their manager Albert, but never really received a response from this so-called-manager (doesn't even know if he exists or not). Overall, I think forever new is losing over the market. I'm not commenting on the quality of their clothes, because like all other brands, they got good and bad quality clothes. But with the price ranges of their clothes, I'd rather go to Reviews or somewhere else. The fact that their sales items almost doubled the full priced item says a thing about their price. I honestly don't think the price (full-priced) of Forevernew matches with the quality and services anymore. PS. Forevernew recently (Dec 2019) changed a lot of things in their policies and reward systems. All their vouchers are not usable on sales items anymore, but only on full-priced item. Like I mentioned in the beginning, probably less than one-third of their items are full-priced and in store, most are on sale and online. I just don't get it why they are not allowing customers to use vouchers in sales item anymore, if in face, they're encouraging more online shopping on so many sales items, and place so few items in store. To be able to compete with other new retailers, Forevernew should definitely better plan their marketing and improve their system!
Never had a problem shopping at Forever New. It’s my favourite place to shop. The clothes always fit well and are put together nicely. The Service is always fine. I’ve bought clothes on sale online and have never had a problem returning/exchanging them.
Questions & Answers
What is the sizing like does it run small or true to size
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.