Extremely disappointing handling of a faulty brand-new product and subsequent complaints unanswered. I purchased a brand-new, not cheap, Nespresso De’Longhi coffee machine from Myer which failed on its very first attempted use - it clearly had significant internal faults. I did not successfully make even one coffee before returning it to Myer. I… Read more
made it clear that I wanted a new replacement, however Myer seemingly arranged for my machine to be repaired and returned it to me without communicating with me at all about the return, with no explanation as to what had been sent to me. When I challenged this as it appeared to not be a new machine replaced, Myer told me that the repairs were “minor” and that it therefore had a right to repair the machine rather than replace it.
What has made this matter particularly concerning is what happened when I repeatedly asked Myer to explain exactly what had been repaired. Over the course of many months, I raised this issue with Myer numerous times and asked for a substantive response to my concerns and explanation of what repairs were made.
Myer ultimately could not substantiate its claim that the repairs were “minor”. In fact, I was told that Myer did not actually know the nature of the repairs when it made that representation to me. Eventually I got an explanation they received from the manufacturer - which were significant internal repairs - making Myer’s earlier representation particularly concerning.
Despite repeatedly raising these issues and giving Myer numerous opportunities to properly address them, Myer has continued to refuse to provide a meaningful response to the substance of my complaints. I am left with a heavily refurbished machine that I don’t even know works and myer refuse to respond to me.
This is no longer simply a dispute about a coffee machine. My concern is how Myer has handled a consumer complaint over many months, including making representations about the nature of repairs without apparently having established what those repairs actually were, and then failing to properly respond when that was challenged.
I have now referred the matter to the relevant consumer protection authorities because I believe these issues warrant independent scrutiny.
My experience has been extremely disappointing and has significantly undermined my confidence in Myer’s approach to consumer rights and complaints.
Placed order online and did not receive order confirmation. Called and horrible AI system then once through to agent they are really limited with resolution options and no managers available. They advised my order is a Ghost order and no longer exists in their system although payment taken from my gift cards. All staff I have dealt with for this… Read more
issue have not been very helpful at all and I would not recommend anyone to shop online at Myer while they have this Ghost order situation.
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.
Reviews with attachments
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.
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.
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!
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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.
WELL! To say I’m annoyed is an understatement! They sent me the wrong product. No problems, gave them a call to sort out as their online chat doesnt have an option for incorrect products, only a full return. Customer service was less than helpful, wanted me to take the refund and repurchase the same item again at full price, but begrudgingly said… Read more
ok, she’d process and when they got the item back they’d send. No problems. 4 days after receiving notification they’d received the incorrect item back from Australia post i still had no communication so called them, they were all “yeah, it’s an acceptable time frame still” so wouldn’t even follow it up. They requested via email i do a review, so I did one outlining my shopping experience and received the below notification from them saying it wouldn’t be published! Obviously moderating consumer dissatisfaction, so that made me furious enough to share it here. PS a month after my initial order i still don’t have the correct product which I ordered for a trip I was taking. Last ever online shopping purchase from Myer, they are useless and their service is non existent. Have attachéd my original review along with their response. Nothing to moderate in it, just not what they wanted to hear obviously!
They are an absolute joke. I purchased a dress online and it had makeup all over it when it arrived. They could not miss seeing this when then packaged it. For a month now they waste my time and keep asking for information I have already provided them.
This year 2025 My experience with Myer online compared to last year out did themselves from ordering to biggest change Delivery! They didn’t use Courier Please this year for my delivery. Thank you Myer for listening to so many complaints re delivery service last year. Great looking sandals for Master 5 too!
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.
I have recently ordered heating cooling and air purifier from myer online store on 13 may 2026 using my Myer one account. I did not realise that I still have my old address in Myer one account before I submit the order and it didn't ask me to verify… Read more
my delivery address before I submit the order.
When I received order confirmation email I saw my old address and immediately I contacted Myer one customer support team to report it if they can help me to update the address. They advised me that I have to contact currier service ones I received tracking number to update the delivery address and never told me it is not possible to redirect the parcel.
On 15 may 2026 I received tracking number and contacted currier service (Australia post) but they were unable to track the parcel. I called Myer to let know them know and even Myer agent faced same issue. I have cleared explain my reason for call is to update parcel delivery address.
They assured me that will inform Currier service to redirect item to correct address.
On 18 may 2026 I received another email with same tracking number I was able to track the item it was already in transit in Tasmania.
I contacted Australia post to let them know that item is heading towards wrong address and they assured me sender raised query so I don't have to worry about it.
On 19 may 2026, item was delivered to wrong address without notifying me.
Since, then I have contacted both Myer team and Australia post they simply say they delivered the item to the address listed at the time of order placed.
Both are big busy but their customer support service is very poor.
Today, I received call from myer dispute resolution team and they already delivered item so they can't do anything.
Big concerning thing their customer support won't escalate issue when there time to resolve it to customer satisfaction.
When time runout issue get escalated but already to late. I accept that I made a mistake to submit order with wrong address but Myer customer service had easily prevent to buy saying it isn't possible to change address or redirect parcel I would have cancel the order immediately. But they make me feel that it is possible to update address and redirect the parcel.
Most worrying thing is when Myer dispute resolution team have not show any signs they don't have robust system. They always blame customer with statement they delivered package to address listed at the time order was submitted. I wonder how they claim dispute resolution team? Because resolution is by negotiation not by repeating same statement again and again. Please avoid Myer online shopping and because they are very rigid to assist customer and never expect resolution to customer satisfaction they simply referto their business policy
Follow-up · Item was heating cooling air purifier with around 182.00 aus dollars. I have reach out company for refund or replacement item they never agreed. They simply have one line answer: we delivered but I never received the item. They have very inefficient people on customer communication line. I feel that they were prepared to speak two wards" we delivered". I give up
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Positive reviews
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
I have found Myer to be reliable in their service. The products have always arrived in tip top condition. I have ordered items which Myer sent from their stores in Victoria and elsewhere. They really made an effort. I also find that their deliveries are faster than David Jones. I will keep buying from Myer Show details
I purchased floor rugs , and I am extremely happy with them . As they look amazing , And the value for money and large size I purchased. So easy to buy Myer online , the whole Process was so easy from the time I ordered to delivery .
Negative reviews
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.
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.
Recent reviews
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
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.
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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