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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.
- 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.
Highpoint Forever New is on point! I had the pleasure of shopping there today and the girls were so lovely and helpful and tBeing older, I didn’t think of shopping there, but after today will be back! Well done Forever New Highpoint!
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.
Not happy about online purchase
Not happy.. i purchased a product online.. next day i was advised that the product is out of stock... i called the customer service they advised that the dress it's sold out and they have one left in qld.. they did not want to stock transfer... i offered to pay shipping again on my cost they said it can't be done.. Not happy at all because i really wanted the dress..
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 ordering is now a joke
Beware buying online. I have often ordered online from Forever New over the past few years, but the past two orders have been seriously messed up. In this current order they have sent one incorrect item, double of another item and one item is missing. I have just called their customer service line to sort all this out and after being on hold for 10mins (being repeatedly told my call is important to them), I was instructed to email them and hung up on! I'm afraid they've lost my custom - it's too much hard work.
Online delivery item smells like BO
I've ordered clothes online from Forever New many times, and have generally had a good experience but a dress I ordered recently arrived and as I was about to try it on, I noticed it smelled strongly of body odor as if someone has already worn it before.
Now I have to return it as I'm disgusted they'd send something that smells so bad, and I don't know if I'll get my money back as their website says they don't do returns on sale items. I'm waiting for customer service to get back to me, and am very disappointed. It's not too much to expect that items you order are new, clean and unworn.
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.
Disgusting customer service at Bankstown Centro
I bought an iphone case and it’s faulty. I went to Bankstown store the day after and they refused to give me a refund. The staff said it look normal to her and ask me to exchange to something else. I will never come back that store again.
As a regular forever new customer it is disappointing to say that the customer service itself was a poor service. I guess considering a store transfer just when requested with a valid reason, shouldn’t not be that difficult, it took two weeks for them to say “NO” and left me utterly disappointed and disgusted by the attitude of the person from customer service. Such a waste of time. Will never ever purchase from forever new.
Forever new has great quality clothes at affordable prices. I’m sad to see all the forever new stores in my area of NSW have closed. It’s difficult to purchase online given their no refund on sale item policy. I guess I will have to look elsewhere to purchase my clothes
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.
I love forevernew look and styles and quality.
I am very regular customer of forevernew but with my few last experiences are not good with the sizing and exchage and return.
I purchased a coat online but unfortunately size 6 and 8 I tried in store but both sizes were not fitting me well.
So I told them to exchange it or give me the same value amount product.
I used my $25 birthday loyalty voucher along with extra payment.But for exchange and return they told me they can't refund my birthday voucher which is not good.
And sizing is not correct for au6 and au8.
So bad experience and alot of time waste.
The reviewer stated that an incentive was offered for this review
Not Impressed - Had to chase up my own order to find out it became out of stock after I paid
Never received my order, and only received an order number but not tracking. Sent them an email, and called them shortly after to find out where my order was. While on the phone received 2 emails. One that the item was no longer in stock, and two that I was receiving a refund. I'm really questioning the timing. Would I have even received notification and a refund if i hadn't raised the issue? Like why did I have to chase up my own oder to find out if they even had stock after I paid.
Customer service apologized and said that the timing was a co...
Fantastic Customer Service
Rebecca from customer service has gone above and beyond today. I ordered a dress online because my local store didn’t have my size and the predicted time frame for delivery was right on the wire. When Auspost failed to scan on pick up, I was afraid that I wouldn’t receive it on time. Rebecca immediately followed up regarding the status of the parcel while also organising to hold a dress in store with an equivalent discount that I had been able to apply to my online order just in case my parcel didn’t show. As it turned out, Auspost has now caught up on their tracking and I will receive the parcel in time. Rebecca’s followed up 3 times throughout the day. Her assistance really took a weight off my shoulders and helped me relax.
- Verified customer
Love Forever New clothing
Forever new online is easy to navigate and find what you want and their range of products is really good too. The quality of their clothing is really lovely and if you are not after real leather and if costume jewellery is your thing, then this is the place to shop.
My only criticism is that they have the same old items in their sale that have been there for a long time. However, I purchased a lovely jumpsuit that was quite new at a discounted price.
Questions & Answers
What is the sizing like does it run small or true to size
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