Awful experience. They have decided to put my order on hold for more than a week. Never answer or reply to my emails.
Awful experience. Gorman has decided to put my order on hold for more than a week. They never answer the customer service number or reply to your emails. I just asked a question if they could change the size of the items I had ordered and they said that it was not possible and put it on hold. Never got back to me since then. Will never shop from Gorman again.
Awful online experience
I bought two dresses online. After trying on one of the dresses, it was too small and there was no next size up. I return it the next day and asked for a refund. They replied that they can only refund me with a store credit as it's a sale item. According to ACCC, I am entitle to receive any refund in the form if their original payment. I was a loyal customer but would never go back to buy their clothes again. Please be aware when you shop from Gorman.
This was the worst online shopping experience.
I simply wanted to exchange an item purchased online.
I followed ALL the instructions, but the Gorman Returns team repeatedly claimed that I had not completed the forms (I had), had not authorised shipping charges (I had, multiple times), and had not responded to emails (I responded to every single email as soon as I received it).
It was quite easy to prove them wrong - I re-sent the form which clearly showed I had authorised the shipping charges (as I had saved a copy), and I referred them to my...previously sent emails. However, they then claimed they did not have access to the email account I'd sent it to - even though I'd sent it to the email address provided in the instructions. In the end, they provided me with a credit. I didn't receive an explanation as to why they couldn't process the exchange (the item was still available online).
Costly and terrible customer service
I purchased a Gorman doona + matching pillow cases as a gift.
8 days later I was told the doona was out of stock. But, then the matching pillow cases turned up, which I no longer wanted.
I contacted customer care and they became defensive. They told me I would need to return pillow cases at my own cost and would be eligible for a credit. I questioned why I should be paying for shipping, but didn’t hear back, so I sent 4 more emails + private message on social. I finally received a response 2 weeks later, telling me I’d have to pay for the ret...
Worst online shopping experience, can’t get refund
Firstly, spent $600 on Gorman online store, half full price and half sale item. Sale item price dropped a lot on the 2nd day of purchase and I haven’t received the parcel yet, I asked if I could get the difference back but they refused to offer me any difference back. Ok I returned the item back on my own postage cost, they sent me store credit even for full price item. For online shopping without seeing or trying the product, I think offering a refund is compulsory. Obviously the brand only wants to take the money and not look after customer at all. Will never shop with Gorman again ! Everyone should be aware of their unfair return policy to avoid being trapped.
No longer a customer
I have bought more than a dozen items from Gorman in the past year, so quite a lot of spend. I was a fairly recent convert, but impressed by some of their artist collaborations. However I agree with much of the views expressed on this site. Sizing is a complete guess, I can wear a size 6-8 tshirt but need pants in a 14 (I am a 12-14 normally for everything). Agree quality can be lacking, I have bought pants on ebay which had seams splitting. But my main gripe is the abysmal online returns policy. I sent them feedback letting them know I was unl...ikely to remain a customer because of it because I don't have the time to muck around and don't want to be remembering credit notes, but crickets in response. Most annoying was then being sent a survey weeks later asking me to rate their customer service! Going into the worst recession in 30 years you would think an expensive store would do everything in its power to retain loyal customers but apparently they're very cool and we should be grateful to shop with them. Good bye Gorman!
Long term fan but boy the online experience is bad
Love Gorman, but the web experience was never good-slow delivery, no measurement info...during covid its understandable things would be stretched, but it’s dire...
Last order - took multiple approaches to get a response to my query & then they told me to phone a store as they didn’t have product info. Some items never arrived, already sold out, refunded.
This order, 1/3 items have been delivered 3 weeks later. Made an enquiry, again no response yet.
Unfortunately the quality of the garment purchased was very poor. Stitching coming apart on some areas, stitching not even holding the garment together in others. Overall very disappointed considering the cost
Never have I ever..
Never have I ever written an online review until now.
After being stuffed around for weeks trying to get a simple order I went on a mission around Brisbane to multiple stores. (Forget online shopping.. the discount shipping codes they offer you in the store and ‘$20 off first online order’ don’t work and is a total waste of time).
I arrived at my fav James st store in Brisbane and asked if they could give me any discount since their stuff around meant I missed out on a ‘spend and save offer’ costing me $100.
The assistant asked the regional...manager who said I can have 20% off! Amazing! After she cashed it up my items it was apparent that she was referring to the 20% discount already store wide... So no discount for the stuff around? Apparently not.. Well done regional manager, you put your staff in a really awkward position and made her look like a complete idiot. If anyone feels like having a laugh, call a store and mention you can’t get a hold of customer support. See how surprised they all sound! It’s evident from multiple reviews this is old news. Good luck fellow shoppers!
Be prepared to wait, and choose carefully
Not an exemplary online shopping experience - dispatch is extremely slow and items often come as separate packages which is annoying. Prepare to WAIT.
Online exchanges/returns/refunds are not as good as some other companies (e.g. can't return online purchases instore, can only get a credit note if you bought with any discount) but it is within aus consumer law
Products themselves are good and last really well in my experience
First and last time customer
First time customer and also the last. Have been trying to exchange my dress as it is too large, but the mail box is full when I call and no replies to emails. Looking at all these bad reviews, I think I will just keep the dress and adjust it myself. I won't purchase from this company again.
Sparkling tights -
awful fit! Awful make! Kmart wool tightS are far superior. One size fits all? Nup- they don’t stretch, the sit so uncomfortably and the material feels awful on your skin
Over 3 months and still no refund from online store....
ordered 2 tops, one of which arrived with no tags and had clearly been worn, contacted customer service and they said to return it. I returned the item more than 3 months ago via post and I have not received a refund for my items. I can't find the tracking receipt for the item so it's as good as $100 down the drain, customer service has sadly not been able to help me. Such a shame about the online service as I love Gorman products, but I won't due to this terrible experience.
Rudest customer experience & staff
If I could give 0 stars I would.
Walked into Macquarie centre NSW so my sister could purchase some clothing to wear for my kitchen tea, as she loves the quirky fun designs from Gorman. what an awesome excuse to go out and spend some hard earned money!
After going to the shop, being in the change room and asking the assistant to check specific sizes in stock, the SA said “so sorry we don’t have that, it’s sold out” without even looking, to which I would go check the rails when my sister was in the change room and find the items in her size on t...
Shocking returns policy
I had treated myself to a pretty substantial online Gorman binge...the packages all arrived separately (which I can understand, but also not happy with the environmental factor). Where I hold issue is that I had ordered a quilt set and the matching pillow cases which were sold separately. The pillowcases arrived, but after waiting quite some time I received an email advising me that even though they were happy to take the order, and payment, the quilt set was not in stock unfortunately. While I was disappointed, I understand that can happen.......but I emailed asking that I receive a full refund for the pillowcases and that I did not want to pay for shipping, as I hadn't 'changed my mind', the matching quilt cover was not delivered and therefore I have no need for the pillowcases. All they did was forward me their returns policy, which outlined that I needed to pay for shipping and that all I was entitled to was a credit note (because the item was on sale). I emailed again asking that they see reason, as this was not my choice/fault (let alone that I had spend hundreds of dollars with them that week). No response since. I have had to pay shipping twice on a product I will not use, at no fault of my own and now I have an arbitrary credit with them that I will likely never use because the credit is less than $50 and Gorman stuff is expensive, so I would have to spend even more with them just to use the credit. Really disappointed. I love their stuff but will never recommend or buy from them again.
Buyer beware! Terrible Customer Service, Product does not arrive
I ordered on line and was impressed with how quickly the goods arrived. I had originally ordered because I wanted the masks. Well after 4 packages arriving. NO masks turned up. Someone else goods arrived. 2 of mine did not arrive. One of the items still had a security tag on it that can't be removed. They responded to my first email but I have heard nothing since. I can't get my goods, my refund or any response. From reading these reviews, I now realise I may well not see them. Such a pity as I enjoy their clothing but I suspect they will not be around for much longer.
Rude staff, greedy voucher policies
Got a voucher for my birthday and was initially very excited. Visited a local store on 5 occasions to choose something, each time I found the staff very rude and unwilling to help, I was mostly ignored. Asked if I could use my voucher to purchase something In store and was informed I had to use it online. Went online and found out I had to pay $15 shipping to get my items. Overall not impressed.
Do not shop online
Shipping is slow and comes in separate packages which I can accept (although not very environmentally friendly!), however when wanting to return something I found that because it was 20% off I can only get a credit note..and i’ve been waiting over 3 months, just for a credit note!
Emailed over 10 times, given up on calling as they never answer. How do they get away with this?
I have loved their products for years but this poor respect for customers has damaged any positive goodwill for the brand.
- Verified customer
Simply bad experience!!!!!
I bought a total of 6 items online, and they somehow came with 4 different packages
1 product each in 1 package for the 3 packages
2 products in another package
And if you do the math. That's right! One of my products has never arrived! And on top of that, another is sent wrongly (not the pattern I ordered)!
I would've been okay if the customer service was attentive and helpful to sort out my issues here,
BUT they HAVE NOT even replied to any of my emails! And now I'm seeing all these reviews.. I
mean, SERIOUSLY, GORMAN?! Come on, stop disappointing your customers!! We love your products, but we do not love the treatments we got here!
Questions & Answers
Have there been any improvements with their shipping/customer service? It is odd as Gorman is owned by Factory X who also own Alannah Hill & Seed - have not had these sort of issues with these two labels though.
Worst online shopping experience ever! Slow to ship out items, had to chase this up. Sent a return, it was delivered there over a week ago & I had to ring to find out what was going on as I had not received a notification, only to be told that they had given me an online credit a week ago. Yes the customer has to chase these things up. Gorman only give a credit valid for 3 months for return of sale items which is against consumer law, and the the sizes between garments vary. So not a great shopping experience at all. See my recent review above.
Factory X doesn't own SEED fyi :) Gorman has amazing product but its outdated in service and processes. Buy in store or don't bother. If they don't have in stock they will source from stores.
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