Reviewer Photos & Videos
- 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 ...
They take money for stock they don't have.
I purchased two items from them online. I never received a confirmation email. 5 days passed and they didn't respond to emails. I saw online that they had cancelled one of my items without even letting me know it wasn't available. I then finally got a response to my emails by someone telling me the second item was being sourced from a store, but then they later cancelled that item too without letting me know. I still haven't heard from them. Terrible and stressful.
- Verified customer
Order didn’t arrive 2wks after they send me email saying it’s no longer available
I placed my order 2 wks ago and I’m wondering after a week why i still not receive a shipping confirmation email so i emailed the customer service asking why my items are not ship yet. They replied saying they’re allocating the source of my stuff then week after still no email. I send email again asking when are they going to ship my order. Then got email again saying my items are no longer available. I’ve waited for 2 wks then that’s what i get. So angry with the customer service. If it’s not available how come i have to pay for it and waited ...long time. So ridiculous. I’ve been a customer of forever new for 8 yrs now since i arrived here and this is the first time that happens to me. I am so disappointed and the customer service is not very helpful so ANGRY.
Really poor service from what used to be my fav retailer
Really, really disappointed in recent customer service from Forever New online. The last purchases I have made have not arrived, with no attempt at delivery. I have had to chase the orders myself, tracking info no supplied and customer service staff are inept and robotic. Very disappointed - lost my fave retailer in Australia. Unfortunate and sad for this brand.
After sale service very well below expectations
Purchased online on 18th December. Navigation on the website was fine. However, they stuffed up the delivery and charged me anyway. It’s been 3 weeks, 3 calls and 3 emails later and the refund has yet to be processed. The wait on the calls to the 1300 number takes a minimum of 10 minutes before someone attends to them. It’s been a frustrating end to 2018 and start to 2019.
Albury store staff rude and unhelpful
Have waited almost a month for my items and still have not received them. Customer service has been completely unhelpful and it was not until I contacted them asking where my items were that they actually sent the items. Forever New customer service blamed it on the Australian Post, yet I could see that they hadn't sent it until after I rang. The staff at the Albury store are rude and condescending. After being told that my item was been sent to the Albury store instead of my address I went in to see if the items had arrived. I was rudely infor...med that "we cannot control the post you're just going to have to wait". When I was told that the item had arrived in store I went in to collect it I was told that I would have to pay for full amount again to collect the item and the request a refund. Extremely rude and unhelpful company.
- Verified customer
Terrible online customer service and very unpolite exchange service.
I bought a Madison Tie Capelet and got it after 5 business days. This support to be my mom 's birthday present and they sent me a snitching one. I request to be exchange a better one then sent it back. After 3 week, they cancelled my exchange without a reason and refund. They said i requested it when i was not. Later i hoped there will be a second product and purchased one. They sent me exact same product, with exact same plastic bag ! Nothing to said their terrible online service.
Customer service is horrible
I bought dresses online and input a discount code (30%). Nevertheless, I was charged full price on my dresses on my card. I emailed and called about this with no answer. I wasted 10+ minutes at work trying to connect the call (I work full time). Worst customer service at a somewhat reputable clothing company.
Poor Delivery and Customer Service
Ordered a dress which had stock only online and not in stores. This was specifically picked to wear for my cousin's wedding which is just 5 days away now. The order was placed last Wednesday. The delivery guy had made a mix up and transfered it back to the Vendor and the order is back inntransit now. Tried calking customer service which was not helpful at all. Did not try to give a solution. Specially since the dress is in transit and could have arranged for express delivery.
Never ordering again!
Unhelpful and terrible customer service retail assistants
The retail assistants did not offer to help or take the multiple items I was carrying on my arm to the changeroom as expected by retail staff, the retail assistant at the counter was very unfriendly and unwelcome and did not reflect well on the business. Rude, unwilling and unassisting staff.
Terrible online customer service. Never had such a bad experience
I have sent 4 email queries and have had no response. I also made an order on a Monday after it was advertised 'express delivery'. Come Thursday I still didn't have any confirmation that my order had been sent. I emailed with no response so had to resort to Facebook and message there. They refunded me my express post fee which was good but I was not impressed that it didn't arrive until a week after I made the order.
Appalling customer service St Lukes store!!
The store did not have a size 6 dress that i wished to purchase. Did not get help from staff either.
I had to get a staff and requested if i could get some help. One staff member just continued to tidy the racks instead of helping my while the other lady was serving someone else.
I asked if the right size was available they said possible in other stores Albany .
I asked if could be brought in this store for me. The answer was no due to stock take which would be taking place.
where i work we go out of our way to help our customers .
- Verified customer
Bad Online store
This is the second time that I have shopped online with them and both times ordered items that never came. I received only one item that I ordered and then rang customer service to find out where the other items were and was told that they did not have any in stock and the rest of my order was cancelled, but I can still go online and order those products. They have a really crappy system and they really need to fix it. Not shopping with them again anytime soon.
horrible online shopping experience.
How terrible the online service is. I bought a top (size 4) with skirt for my party in the weekend. i was so exciting to receive my parcel only 1 day earlier to the party. Damned, they got me the wrong size of the top which is 8. Come on. Can you please open your eyes n check before send it out. I finally stayed home because i was so annoyed. So disappointed to this service
Incorrect Information on the website
Online information is incorrect. I checked stock levels online at a particular store so as to go and make my purchase. According to their website stock was HIGH.I visited the store same day two hours later and was then told they have zero stock and it’s shipped off to their outlet as it was on sale. Word of advice call the store directly to check stock levels as I don’t believe they accurately and effectively maintain/update their website information. This product went on sale recently so was not old or outdated stock.
Questions & Answers
What is the sizing like does it run small or true to size
|Category||Physical Shops and Clothing Shops & Brands|
|Contact Number||1300 720 687|
|24-Hour Phone Contact||No|
|Online Live Chat||No|
|Mens / Womens Clothing||Womens|
|Labels Sold||Own Label|
|Buy Now, Pay Later Options||AfterPay and ZipPay / ZipMoney|
|Clothing Type||Formal / Cocktail, Tradie / Workwear and Wedding Dresses & Bridalwear|
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