Reviewer Photos & Videos
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
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.
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.
- Verified customer
Return policy on sale items is unfair
I had to return my online purchase item and it was on sale when I purchased it and then I got a credit note instead of original mode of payment.. this doesn’t leave me flexibility.. I don’t understand why credit note in the first place.. I won’t recommend forever new to anyone due to this rigid policy. I purchased few days ago from TEMT and I had to return few items due to size issue and without questions asked I’ve got my full refund.. credit note used to happen in ancient days and forever new definitely need to revisit their return policy. They need to understand they are in the business where customer service matters the most.
Expensive trousers with the hens falling down.
Navy work trousers. Poor quality. When asked to return I was advise to fix the hem and they would pay the cost. I had asked ked for a replacement they refused.
Refusing to exchange
I was at the Frankston branch in Victoria and I was extremely unhappy with the service of (Ashley) I purchased a dress in a size 6 and I am a size 8. I have my recipe and this was a full price item bought only a few days prior. I was refused a exchange to my correct size and no refund either. I then spoke to another nice girl Elise wonderful service kind and so helpful because of her I will remain a frequent shopper at this store.
Customer service questionable
Purchased a dress a week ago from Forever New Carindale store after assurance that it could be returned for full refund if tags in tact and receipt. After trying on the dress at home and finding it unsuitable, I returned the dress today. As it was on sale today, initially I was only offered the sale price on a gift card! The assistant inspected the dress and pointed out where some stitching was coming apart on the tie belt. I hadn't worn the dress nor had I noticed the stitching. I had to insist on a full refund even though I had the recei...pt showing I paid full price and I was made to feel like I had done something wrong. The assistant was not helpful and very unfriendly. Will not shop there again. On the flip side, I also had to return a top to Jeans West who happily refunded with no questions asked. Jeans West had a 40% sale on today so I joked with the assistant that I paid full price for one of their dresses last week but was very happy with the dress, wore it on Saturday night and was happy about paying full price. The assistant kindly said that if I brought in the receipt and the dress they would credit me with 40%! That is amazing! Guess where I will be doing all my shopping in future. Sorry Forever New but customer service is important to me.
Online order return policy is unacceptable
I have ordered two items online. As you know, online purchase is somewhat a risk. Now the items do not fit and I can only get a store credit but no refund. Will never buy online from them.
Poor experience, appalling customer service, will never shop there again.
I bought 2 jumpsuits online, both very very similar, both size 8, one regular, one petite. The regular was too long but fit well in the body, the petite was perfect length but too short in the body. I'm only 5ft 1inch so petite is generally plenty big enough. I decided to keep the regular to get it shortened and return the petite. They refused a refund as they were sale items, i don't know of any other store that has this ridiculous policy, especially when customers haven't had the opportunity to try item on. When i complained they said too bad, that's our policy if you're not happy speak to the ACCC. Worst customer service, this was the first and will be the last purchase i make from the company.
Not impressed by Forever News returns policy, especially when ordering online.
I am extremely unimpressed by Forever New’s returns policy.
I recently purchased 2 jumpers online whilst I was on crutches. When I tried them on they did not suit me and one of them did not fit. Forever New refused to refund me as they were on sale.
This is a really awful policy especially when you are purchasing online as you can’t try the clothes before you buy.
It was doubly frustrating for me being on crutches. It is not ok to treat customers in this manner.
Most painful experience of my life
I bought a pair of pants online which turned out to be too large, so I filled out a returns form and paid $7.99 postage to get them exchanged as no stores near me had my size in stock. I was told it would take 1-2 days to receive a postage label. It took an entire week. A little too long when their returns policy states that items must be returned within 14 days, and delivery took about a week in the first place. The returns information is convoluted and contradictory - I was told to fill include a returns form and invoice in my returns parcel, none of which I was given as is with regular online shopping. Bad customer service, misleading website. PLEASE just save yourself the trouble and shop elsewhere.
Paid full price, got given a seconds/sample item with a broken zipper
Quite appalled by the dishonesty of Forever New, in particular staff at the Bondi Junction store. I placed an order online for Click & Collect at the Bondi Junction store and they knowingly packed me an item with a big “product disclosure: BROKEN ZIPPER” tag on it (skirt also had a small rip below zip). I believe these items are personally handpicked and wrapped up in tissue paper by the store staff so how it was overlooked is completely besides me and I can only assume the staff are dishonest and just wanted to get rid of their damaged stock.... Called the same Bondi store when I got home and realized what I was given and got even more disgusting service with the staff deciding to hang up the call on me saying “the conversation is over”! Then had to resolve myself by driving to another store for a refund. Lesson learnt, never shop here again!
- Verified customer
Great product, poor online service
Unfortunately, the online service was extremely poor because of the misleading automated emails that advise of an item being cancelled and not collected when it’s otherwise.
On the good side, the in-store staff is very helpful and made it easy to return an item for a different size.
To summarise, suggest to improve online service or shop in-store.
Never online order with forever new!
I ordered a pair of pants in a size 8 online and they delivered me a size 14. I called customer service and the only good news I got was that I didn't have to pay for postage to return the item.
I was told the Bankstown store sent the pants out and a week and a half later I haven't received any email updates or notices that my size 8 is on the way. This experience was ridiculous, I'm not sure how you can mistake sizes and not double check an order before sending it out and I don't appreciate the fact that I did not receive any updates being sen...
From bad to worse
I recently shopped online from this store for the first time. I bought 4 items and one arrived in damaged condition. Disappointing enough, but when after I tried to return it at their store in South Wharf, I was given the third degree. And then blatantly accused of damaging the item myself because apparently their online store does not make mistakes like that!! I have not encountered such rude and unhelpful service for a long time.
Going by the other reviews i have read since, they should spend more time checking their products and training...
- Verified customer
COMPLAINT FOR MID CITY SYDNEY, COMPLIMENT FOR WORLD SQUARE SYDNEY
I wanted to share a complaint as well as a compliment about two separate Forever New stores in the Sydney CBD. This will be also posted on product review sites.
The story began when I bought a few items from the Sydney CBD Flagship store. I bought a coat, a pair of earrings and a scarf for a friend. The scarf was displayed on a round circular hook and I assumed it was a scarf for the neck. I was in a rush and did not try it, nor did I take it off the hook. When I got home I realised it was so small and it was in fact, a head scarf, not a stand...ard neck scarf. My friend wanted a short neck scarf so I wrapped it back up and ensured I went back to the store the next day at the first opportunity to get a refund. I purchased my items with 20% off (they had a store discount that day) and I also had accumulated enough spend for a $50 Forever New Member Rewards voucher. The Mid City Sydney Flagship store is 8 minutes' walk from work and my home. I always shopped there ever since it opened. To be really honest, the store is mediocre in terms of friendliness and good customer service but I don't have high expectations of anyone and I shopped there due to the large range, stock and that it's convenient for me. Only 2 girls there are very friendly and nice, and the rest of the staff are just there to man the store. The process to get this refunded was extremely painful. In the end I never got a proper refund anyway and I will explain why. As soon as I asked for a refund, I was told they can't give me one because they don't refund headwear. I explained several times (and the manager got involved at this point), that I had no idea it was a headscarf, I returned it the next day, never wore it, was intended for a friend and it just did not look like a headscarf and no one would have known that it was. It would have been nice if someone at the counter said to me this is a headscarf therefore there are no returns but no one advised me of such a policy when I bought the item, nor did the receipt have any caveats. When I go and buy underwear at Uniqlo, they always say, you can't refund these because it is underwear. Now that's the service and advice I would expect. Underwear and earrings are no brainers to me, but yet, other shops state it upfront anyway. How is anyone suppose to know that headwear isn't refundable ESPECIALLY when I didn't even know this was headwear? It was literally a piece of large square cloth with a very floral pattern, and anyone would not know it was a headscarf. The manager at World Square even said to me, I didn't even know we sell headscarves. The manager debated with me for a while and she initially refused to refund me or give me any compensation. Then I expressed my dissatisfaction and she said that she can only give me a gift card. This was not the end of it. I was then told I would be only give $13.99 back when I should have been given $19.99. This was because I used my $50 gift voucher and the gift voucher takes a portion off every part of a sale (which means $50 is spread across the three items I bought). The manager was trying to make me take only $13.99 back when I paid $19.99, saying that it's a 'SYSTEM' constraint. Well that's honestly not my problem and not good enough. And to be honest, very dishonest, and unethical and a lame excuse. It is NOT a customer's problem that your systems cannot calculate a sale effectively and accurately. My response is - solve the problem. Don't make it mine. After another debate and explaining that if I DID NOT buy this scarf, I would have still been eligible to use this $50 voucher with no mininum spend required, and I threatened to complain to head office and escalate further, AND I also stated I had a similar experience once but the staff at World Square Forever New were able to overwrite this and refund me fairly, the manager proceeded to claim that they were not supposed to do this, then offered me the gift card as a 'one-off goodwill gesture'. I don't know the internal procedures but I was told she was a new manager (and having shopped there for so many years, yes she is new), and I was told by another store manager that there are discreet ways to get around this if she really want to provide me with great customer service, I feel she could have done a whole lot better but she just didn't want to. I felt this manager at Mid City tried to make it difficult for me at every step of the way. I found out from ANOTHER store manager at ANOTHER shop later on, that she could have given me a full monetary refund if she wanted to, so I point the blame at the Mid City Sydney store manager for making this entire situation much more complicated than necessary, putting a very bad taste in my mouth and totally wasting my precious time.
exchange fail - customer neglect
HI there! i would like to make a complain about a situation that happened today.
last week i bought a sandal. However forever new didn't send the invoice to my email, but sent the order confirmation. unfortunately i had to change the product and went to the store in canberra center. when i got there, i chose what i want to to exchange. the attendant said that would not be possible to exchange because i didn't have the invoice and a reference number was in the invoice. Even if with the order number she could access the details
first of all this ...
Questions & Answers
What is the sizing like does it run small or true to size
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