AI reviews summary
Pros
Cons
Verdict
Customer experiences with Myer are heavily divided between in-store visits and online shopping. While physical stores often benefit from helpful and welcoming staff, the online shopping channel frequently draws criticism for delivery delays, stock discrepancies, and challenging return processes. Overall sentiment leans negative due to persistent difficulties with online customer support and order fulfillment.
I’m a gold member, so I shopped at Myer often. They took my money for an order, didn’t fulfill it and after 3 weeks I chased it up and instead of finding out why it hadn’t been sent, they silently refunded it and blamed Australia Post.
MY EXPERIENCE WITH MYER AND A TEMPUR MATTRESS I rarely post complaints publicly, but after repeated attempts to resolve this directly with Myer, I think other customers should know about my experience. I purchased a TEMPUR Ease 25 Queen mattress from Myer after specifically explaining to the salesperson that I had undergone back surgery and have… Read more
a fractured facet joint causing significant lower-back pain.
I specifically asked for the softest TEMPUR mattress.
I was advised by the salesperson that the TEMPUR Ease 25 was the softest TEMPUR mattress. I relied on that advice and purchased it specifically because of my back condition.
After delivery, I found the mattress far too firm and was unable to sleep comfortably on it.
I then checked TEMPUR’s product information and found the Ease 25 described as a MEDIUM feel mattress.
What concerned me even more was learning that softer TEMPUR options existed. I was never told that Myer did not stock those softer options.
To be clear, I did not ask:
“What is the softest TEMPUR mattress Myer stocks?”
I asked for the softest TEMPUR mattress.
Had I been told the Ease 25 was medium feel and that softer TEMPUR mattresses existed but were not available through Myer, I would not have purchased it.
I contacted Myer immediately and explained what had happened.
After numerous communications and escalation of the matter, I was eventually contacted by a Myer representative by telephone.
His proposed response was that I needed to keep using the mattress and wait for it to “wear in”.
I explained again that I have a fractured facet joint and am experiencing significant pain. Continuing to sleep on a mattress that causes me significant discomfort while waiting for it to soften is not a reasonable solution for me.
I also explained again that I purchased the mattress based on the salesperson’s advice after specifically disclosing my medical circumstances.
I eventually ended the telephone conversation and requested that Myer put its position in writing.
Myer’s own published returns policy states that its change-of-mind exclusions do not replace a customer’s rights under Australian Consumer Law.
This is not a change-of-mind complaint.
My concern is simple.
I explained why I needed a soft mattress.
I specifically asked for the softest TEMPUR mattress.
I relied on the salesperson’s recommendation.
I was sold a medium-feel mattress.
I was not told that softer TEMPUR options existed but were not stocked by Myer.
All I have requested is a reasonable exchange for a genuinely soft mattress suitable for the requirement I explained before handing over my money.
After trying repeatedly to resolve this directly, I am now referring the matter to the Queensland Office of Fair Trading.
I expected a company the size of Myer to handle a straightforward customer issue considerably better than this.
I will update this post with Myer’s response and the outcome of the Fair Trading complaint.
Myer has the worst returns process. It's difficult to find instructions and the instructions take you to more instructions. Then, you have to organise your own return label. The item I purchased was completely wrong with the size measurements on the website and now I'm stuck returning the item at my own cost (even though their misleading… Read more
information is what led to the wrong size being purchased). They won't even arrange a prepaid label for you. I'm a regional customer 2 hrs away from the closest store and I find it appalling that a company that makes so much profit from its customers can't facilitate an easier and more helpful returns process.
Reviews with attachments
This review was rejected when I submitted it to Myer. They said it didn't meet their requirements. I had written, "Disappointed on two counts. Firstly, the quilt rustles as if it is stuffed with starch tissue paper. Secondly, I was fooled by the map of Australia on the box. It is made in China." I was originally concerned because when I had… Read more
bought it in a sale, I had been told that I definitely could not return it. Thankfully, I did return it, and was refunded, because it was not fit for purpose.
Anothetr dissapointing online order. Damaged gift boxes. I have understood Myer have no processes and standards in place to make online shopping an option or a good experience, zero convenience. Happy to shop elsewhere. I
Review for the product Delonghi coffee machine – Purchased product on 28/02/2024 online. Hardly used. While using the milk frother instead of steam, water comes out diluting the milk. Friends advised to take it back as faulty, took it back, asked for refund or gift card to buy possibly another coffee machine, however, since it was beyond one month suggested to repair it. Issue still persists. Very unhappy as product does not fit description. This time filmed as yo what happens.
Myer’s customer service is getting worse. I’m having a horrible experience with them at the moment. I ordered a pair of Ever UGG boots, but they arrived with a large hole. I returned them immediately. According to Myer’s policy, the refund should be processed within 10 business days. However, Myer has now had my return for 7 weeks and I still… Read more
haven’t received my refund. I’ve contacted customer service many times, but each time I’m simply told to keep waiting.
I’ve now had to contact my bank to try to recover the money. This has wasted so much of my time, and the issue is still not resolved.
I really didn’t expect this level of service from such a large and well-known Australian retailer. Very disappointing experience.
Really don’t appreciate being texted 0434AM in the morning to be notified my delivery will be delivered on the day. What the hell were they thinking???? Any consideration at all??? Nothing. Woke me up and took me a while to get back to sleep and when I eventually did was time to get up. Idiots.
Pretty disappointing experience. I placed an online order on Monday and the money was taken straight away, only to be told on Thursday that the item wasn’t actually in stock. I don’t understand why an item is available to purchase online if it’s not available. Things happen, but stock availability should be accurate before taking someone’s money. Still waiting for my refund to come through.
ZERO Stars. Myer's online customer service is horribly rude, condescending, and ignorant. The people replying have no care whatsoever, which is evident in their horrid spelling and grammar. If you contact them with a legitimate concern, they reply with sarcasm and completely fail to address the concern. Typical replies are: "Thanks for getting in… Read more
touch. We hope you are enjoying your product. Have a wonderful day." This type of utter disdain for customers is beyond ridiculous.
The product did not live up to the $50 price mark, I've had this waterbottle for less than a YEAR and it has spontaneously broken the handle with its own weight? The cap also has gotten mouldy which is very concerning regarding health concerns. And on top of that it's defying physics by leaking water from the severed handle attachment area when the bottle is completely empty. Would NOT recommend the golden tumbler water bottles from Myer.
Ordered over $300 worth of homewares from Myer and the items arrived smashed to pieces due to appalling packaging. Multiple dishes and porcelain items were loose in a box with virtually no protective wrapping whatsoever. I cut my hands unpacking broken shards and now also have to deal with disposing of dangerous broken goods myself. After DAYS of… Read more
back and forth, being left on hold for over an hour during business hours and chasing missing items, Myer’s response was to offer a pathetic $40 gift card.
Not only is that insulting given the damage and safety risk involved, but they also initially expected me to keep unsafe shattered items in my home and organise disposal myself.
This entire experience has shown:
Extremely poor packaging standards Terrible customer service No accountability No understanding of consumer rights or basic customer care
A premium department store charging premium prices should not be sending dangerous broken goods through the mail with no care taken in packaging.
I will not be ordering homewares from Myer online again.
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Really disappointed with the packaging of the product. It just destroyed the coat I bought for my mum.
I wanted to purchase a couple of Sass and Bide items and missed the cut-off from their direct website so I had no other option than to purchase through Myer online. I ordered on April 7th, the goods were delivered on the 24th. I understand sometimes there can be hold ups and I did receive an email about a week and half after my order was placed so… Read more
I decided to exercise some patience. However after waiting all that time I was horrified when my delivery show up. A small to medium post pack showed up looking like it had a ball inside and when I opened it indeed what I found was my otherwise beautiful palazzo pants and fine mesh skirt both just stuffed in carelessly, both rolled in balls like they'd been thrown in a dirty laundry hamper. I'm just flabbergasted that Myer think this is acceptable!
Very disappointing experience with Myer. I purchased a coverlet and matching pillowcases that were clearly advertised as a pair, only to receive a single pillowcase. Myer has acknowledged this was an error on their website, yet they are refusing to honour what was advertised and will only offer a refund. I specifically purchased the items… Read more
together (over $340) to have a complete set, so a refund is not a reasonable solution. Extremely frustrating that a large retailer will not stand by their own advertising. Poor customer service and no accountability.
- +6
I bought a set of four teacups and saucers, which really were just individual items sold together, each of them having its own price sticker and could be sold individually. When they got delivered, one of the saucers was broken, so I took it to Myer for exchange. The staff member there was incredibly rude to me, and told me that I had to bring… Read more
the whole set back for a refund, and to then buy the set again. I told her that the saucer was the same as the one sold individually (and I'd brought a new one down from the homeware department for exchange, which had the same price sticker as the one on the broken saucer), but she kept insisting that she "didn't make the rules" and that she was right. One of her colleagues then intervened to say that it's possible to exchange just one saucer, but also that her colleague's position was also right (an impossible assertion).
A few weeks later I got an email from Myer inviting me to write a review of the set for a chance to enter into a sweepstake. I mentioned that it was a horrible experience getting a broken dish exchange. I then got an email back from Myer alleging that I had not met their requirements in review. Having looked at the requirements again, there wasn't one that I even came close to breaching, but of course Myer doesn't like people sharing the ugly truth of their horrible customer service.
I then forwarded the email chain to their customer service, and after multiple attempts at asking them to read the chain, all I got back were four requests to provide information on what happened, and two requests for me to clear my cache before posting. One even asked me to confirm my "full name, phone number, and email first".
This level of incompetence is unbelievable, particularly for a large company like Myer. Its customer service team can't deal with an accusation that Myer made against its own customer. I will post images of the emails, so you can judge for yourself.
They advertise a certain discount online in sponsored ads then when you click through and go to pay, the discount is no longer available. It’s misleading and deceptive conduct.
These lipsticks keep me looking young again! A worthwhile product to buy! Show details
Latest follow-ups
Exchanging a men’s suit with proof of purchase. 4 attempts each time requiring additional details above and beyond information that is reasonably required. Gave up and attended a Myer Store instead, exchange occurred without issues. Myer online, train your staff to a minimum standard at least.
Follow-up · The store experience is efficient and professional unlike dealing with online staff. Online additional questions were asked each time, some of which weren’t relevant. A poor frustrating experience.
I have been waiting for a Myer to process a refund of $170 since June 25 2026. I have called many times and also emailed and have had no success. Their customer resolution team seem unable or unwilling to do anything. I have been told my request has… Read more
been escalated to their finance team and I have to wait. I am so frustrated. I am now at the point of raising it with the ACCC.
Follow-up · Finally received refund. Took 11 weeks. Expect delays when returning an online item older than 3 months.
*Outstanding customer service experience* My daughter was looking for a deLonghi kettle in Tokyo Red, a discontinued colour, and was unable to find it anywhere. I saw online that Myers Mt Gravatt was advertising it as a clearance item for $100 which… Read more
was well under RRP, so I rang and spoke with Sue in the small electrical department. There was only a display one left and she needed to locate the box which contained the base. She rang back within 30 minutes to say the box had vanished, so it couldn't be sold, but she already had a solution! She had been in touch with Julie at Myers North Lakes and confirmed there were 3 in stock. Julie rang me and we arranged for the kettle to be delivered to my daughter in Jindalee at no charge. I was so impressed that I ended up ordering a second one for myself to replace my ageing kettle. (See photo attached) This type of old-fashioned cutomer service is a rarity these days and deserves to be commended. Thankyou Sue and Julie for making my purchasing experience so pleasant and easy. *****5 stars from me and my daughter
Follow-up · 23/07/2026 Replying to product review questions: 1.What other colours were available? My daughter was looking specifically for the discontinued colour, Tokyo Red, so I didn't look at other colours, but I believe deLonghi offers myriad choices. 2. Was the second kettle discounted? Yes. 3.How was the delivery experience? Delivery was free and fast with great communication.
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Positive reviews
We walked into Fountain Gate Myer at lunchtime on Saturday, and it was busy as usual. Our purpose was to pick up a suit for my son for his formal. We were so fortunate to be served by a staff member named Akil. He was not only incredibly helpful but also very patient. He made our shopping experience enjoyable and stress-free. Thanks to his… Read more
assistance, we were able to picked up a beautiful suit. Unfortunately, I forgot to get the name of the salesperson in the shoe department. He was also very experienced and quickly recommended a great pair of shoes that matched my son's new suit perfectly. I believe great salespeople deserve recognition just as much as negative experiences receive attention. Thank you to both of you for your outstanding customer service. You made my son's formal shopping experience a memorable one.
I had such a stress free experience thanks to Holly from Bendon bra section in Myer Castle Hill. She was patient, kind and genuinely committed to helping me find the right fit. What impressed me the most was her honesty. Even though Bendon is her specialty, she recognised that another brand was ultimately the best fit. Thank you Holly for… Read more
making the experience comfortable and positive. You're a real credit to the store, and I truly appreciate all your help.
I ordered gloves online and they arrived within a week. Kept in touch so I knew when to expect them to arrive. Easy to find product online and enough choice, good quality brand was available. Show details
Negative reviews
If I could give negative stars I would - Myer online is less than zero and after tonight I will never ever shop there again. I am a Myer Gold member, I spend about $10000 a year at Myer and buy most of my gifts, clothes and homewares here. Until tonight. Now I am officially done. A few months ago they totally bungled a homewares order by… Read more
bizarrely sending me another customers tshirts instead of my $400 of kitchen stuff and took weeks to fix it) so I missed an $30 bonus rewards card as they refunded and reprocessed it - after 5 phone calls to poorly trained staff in overseas call centre I just gave up.
Against my better judgment I purchased some items this week online and one arrived destroyed with a smashed colour security tag still attached, i tried to even remove it and see if i could just wash it out but couldn't as i really could t be bothered talking to a brick wall again. I phoned customer service and complained and they arranged for a replacement item at the Southland store. Simple you'd think. I even agreed to take a different size. However after an hour at the Southland store and having to go to two different registers they flat out refused to exchange the item and said they had to process a refund (some other time by sending damaged item to a warehouse!!!) and I had to re-purchase the new size. Worse after repeatedly asking them to make sure they didn't get the dye from the damaged item on the new item guess what they did while I was standing at the register FFS. I then missed appointments i had booked with no refund policies do that cost me another $60 after they took so long finding another one.
The stores have no staff so you can not get help with anything - you shop online and they stuff that up too. Any major store that cannot process an online order exchange in store (especially when they've made an error and massively inconvenienced you) obviously just cannot cope in the modern economy. Literally no other store i shop at that has physical stores and online is this an issue. Not one.
The "gold" loyalty program is a joke too. They never deliver the gift bags they promise, never have staff on hand to do the free gift wrapping and basically have no idea how to run the program. They never should have launched it. It's a disaster. You still can't even put their rewards card in your Apple Wallet (major embarrassment). In Chadstone there is no reception you can't even access it or your gift cards so they tell you to leave and screenshot them and come back. Come on Myer! Your business is dead and it's totally your own doing as you have had so many lotal customers but frankly we're all fed up.
Extremely poor customer service. Their attitude was that delivery issues weren't their concern, and they dismissed the inconvenience caused when the delivery failed to go through. A good reminder of just how important customer service is. Lesson learned.
I ordered something on Wednesday with promised delivery in 2 days but when I checked in 2 days, it was still marked "ready for packing". What a joke...I got something from M & S in the UK in 4 days; with Amazon, I can get it the same day. No wonder you're struggling, Myer; you're a joke in the most basic of areas. I will never buy online from you again. Show details
Recent reviews
Terrible Myer Online customer service. My air purifier warranty claim was still well within the warranty period, but Myer refused to provide a replacement, telling me the product was “out of stock”. However, the exact same product was still available on Myer’s website at a significantly higher price, and I could add it to my cart and proceed to… Read more
checkout. I found this extremely misleading.
After several emails with different Myer representatives and no clear solution, I contacted the manufacturer directly. They immediately confirmed the fault was covered under warranty and arranged a replacement.
If the manufacturer can resolve such a simple warranty issue directly, what is the point of buying from Myer? Myer Online is by far the worst customer service I have ever experienced from a major Australian retailer. Compared with Myer, David Jones and Kmart feels like five-star service. Buying from Myer Online has cost me unnecessary time, effort and money, while providing none of the customer service or respect. If another retailer — or the manufacturer itself — can provide a much more straightforward warranty service, I see no reason to purchase any products through Myer Online again.
I've never had problems ordering anything from Myer online, but beware the third party deliveries from a separate company, they can't actually help when theres a delay and only send an email which doesn't get replied to and your link for the tracking code with that company courier stays in limbo, disappointed because my sale options elsewhere were… Read more
good at the time, but not now, after 5 weeks I've cancelled what I ordered and will now go elsewhere.
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Just wanted to add, as of September 4, my refund is still outstanding. No one at Myer seems to be… Read more