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Poor online service
I ordered a variety of items in the sales including an umbrella. I spent hundreds of dollars. The wrong item was sent out. I called up and had to wait on hold. When I got through there was no offer to send out the correct item, which I would expect given it was their error. Instead, I was told it was my responsibility to send it back or exchange it instore. I would then have to order the correct item again and be refunded the purchase price difference. Sending it back through the post office is reply paid but I had to pay for my own tracking n...umber. If I don't and the parcel then goes missing oroton says it is not liable to pay compensation. This entire process defeats the convenience of online shopping and is generally terrible customer service. I have literally had better service when there was a difficulty with delivering an online pet food order. I spoke to [name removed] from customer service. I am more than happy to be contacted about this review.
i ordered a wallet on line boxing day the email said it would be delivered in 3-5 day 11 days later and 1 email message not returned 1 phone call not returned and another call on hold for 38 min i was told i would get an email advising me what was going on. then i get an email saying they were out of stock and i could get free shipping if i placed another order.
After 2 weeks waiting for a parcel they said it was delivered then told me ask my housemates which i did before i contacted oroton and dhl twice each, i could not get answers from anyone you said call dhl dhl said call oroton. Then i was told to open an investigation to get answers and also went to my second option of parcel point pick up where the person did not speak English spent 1 whole day looking for a parcel. Poor service from oroton and dhl i will never buy online again thanks for a terrible experience i could not get any answers when i was the one who purchased and the delivery had to be signed for.
Worst terrible customer experience
I went to exchange the clutch I bought on Boxing Day due to small scratch in Westfield Sydney store. When I asked for the exchange, the service and the staff attitude was terrible. She looked down at me and didn’t even say thank you. Definitely wont be back to the store in Westfiled Sydney
Poor quality and finish
I purchased a $600 leather weekender bag online for a specific upcoming occasion. The finish on the bag is extremely poor and does not come close to the Oroton standards I have experienced with other handbags. Exposed glue, scratches, paint/ dye missing in numerous places. I am not satisfied with Oroton’s return offering to post the bag back and purchased another bag from a store. I would be out of pocket $1200 until the refund clears. Sorry Oroton I choose to support Australian businesses first and foremost however your quality control and poor refunds offering has not met my expectations.
Won't change online order
Ridiculous online service. I chose a bag and matching wallet for my sister's birthday then decided to change the colour. This was on the same day. I was told by the online help that the order had gone to the warehouse and couldn't be changed. I had to wait for it to arrive and then send it back. I ended up buying the other colour as well so I didn't miss out as the bag and wallet were on sale. Crazy!!
This was after buying another bag and then three weeks later being told it was no longer available. I will be very wary of buying online at Oroton again. You never move up the queue when you call despite waiting too long on the phone and they don't answer emails promptly.
I purchased the neoprene backpack from the Oroton store in Birkenhead Point. Two days later I used it for travelling to work for the first time and it kept on sliding off my shoulders. I own a number of backpacks and have never experienced this issue. The backstraps on the bag are too wide and just continue to fall off the shoulders. I asked a friend to try it out for a week and she had the same issue. If there was testing done, this would have been the first thing that should have been picked up. Secondly, the straps can't be adjusted for a smaller fit.
Amazed that you can have an order “confirmed” and 5 days later be told that even though the stock was available at the time of online purchase the warehouse staff have been unable to locate items to fulfill the order. And it’s going to take a further 3 to 5 days for money to be refunded. Someone needs to sort out their stock-tracking systems.
Bought a wallet and bag both on specials and sun glasses all of them are all no good less than 3 mos no good quality
Terrible product and staff
Purchased a sale item at Harbour Town Adelaide, understanding the outlet items. The staff provided a new item from the back. There was a red inky stain found on it. Brought back to the shop, staff had no idea if it was product feature or fault. No knowledgeable about leather items at all. Low quality on product and staff. Disappointing brand. Good to buy ＜$50
Delivery returned to sender
Purchased a few items online, emailed from Oroton a week later that pracel left warehouse on 14 July 2018.
Keep tracking DHL site, Oroton forgot to put my parcel locker numbers on the delivery address and sent pacel to the post office delivery centre. It is non deliverable and return to sender. Got in touch with Customer servcie team and provided a work address for delivery. DHL resent the delivery back to the post office again and the result is returned to sender. Emailed Oroton customer service and was told it may take 10 days for the parc...
Not the best experience
Being proactive ordered a bag online for Wifey's birthday. After a month of anxiously waiting for the parcel my patience ran out and emailed Oroton's customer service - I have been told that my order was never processed.
To compensate my time in the dog house, they have graciously offered me free shipping on my next order and the irony is I live 2 minutes away from one of their branches. The only reason I ordered online was so I could get the parcel delivered to my office - guess who is kicking himself. :)
Terrible online service from Oroton
I ordered as a gift from Oroton a bag online. After a 2 week wait for delivery (as informed it would be) the bag arrived. The bag I received was not the bag I ordered but a bag that was not even available to purchase online. I informed Oroton of the problem to which they required me to send a photo of the bag to prove the wrong bag was sent before they could go ahead with a refund. I asked if the bag could be exchanged for the bag I actually ordered to which their reply was "we do not do not exchange online purchases". No apologies or conc...ern from customer service at Oroton regarding their mistake just an email a few days later "we have refunded your money". Not wanting to risk Oroton's outdated and unprofessional online service again I rang Myer and 2 days later the bag I wanted arrived.
Worst company ever
Order a birthday present on 6/7 got invoice 2 days later half of birthday present missing no email no nothing tried ringing and talking on live chat all they could tell me was the clutch/wallet was sold out at the warehouse so why is it still advertised on line false advertising.
Customer service is hopeless and useless!
I brought the Avalon medium black shopper bag from online store on 10 June after two weeks of no show delivery, I phoned customer service talked to an Asian or Indian told me be there soon in a week other orders after this date had arrived no problems, excuse new warehouse, still no show the bag did not arrive after three weeks phone again customer service same Asian Indian lady whatever, said the oroton Avalon bag packed in box over this weekend ready to deliver before 10 July one month later, no show today the 10th of July exactly one month n...o Avolon bag still phoned customer service Irish lady this time said the Avalon bag not available would see if at an outlet if Iike to pick up after one bloody month! and a hour and half away from home too! After waiting a whole month! Want refund asp got it not happy! Going to PayPal to get money back don’t trust oroton anymore!
Very disappointing experience
I purchased a sale backpack online on June 21. Having not received any shipping info after 3 weeks I started emailing Oroton customer service, with no response. Online chat a few days ago assured me that the item would be shipped shortly. Received an email a couple of days ago from the CEO apologising that due to a glitch in their new online ordering system, my backpack was no longer in stock. They have sent me a $50 gift card which I will rush out and redeem before they decide not to honour that too! I am now waiting to see how long it takes for them to refund my money for the backpack. Obviously I won’t be buying any Oroton products in the future.
Hopeless customer service
I made an order almost a month ago and still haven't received it.If I knew it that they are that bad I would of never made an online order from them.They don't even deserve 1
I made a purchase of my bag online and it said it would come in 7-10 days and after 3 weeks it still hadn't arrived. After 2 phone calls asking where it was I finally received an email saying that the bag was out of stock and I wasn't going to get it. Thankfully we rang a couple of stores and found one but the company handles everything badly.
Extremely poor services
I purchased 2 bags for friend's birthday and fully paid online. After 2 weeks haven't heard from Oroton I emailed and called them but it took forever to receive a reply. When I cancelled my ordered (obviously too late for my friend's birthday) and asked for refund, I still not getting refund as of today which is a month now.
Non existent customer service, liars
I purchased several items online then realised that it would take 15 working days for the items to be delivered. As I purchased it for presents, I immediately contacted Oroton via email and livechat (I was waiting for more than 20 minutes on hold when I made a phone call so I hanged up!). I was told that they require confirmation from their warehouse to cancel the order. The following week I managed to get through (called) the customer service team who advised that there was no cancellation order lodged with the warehouse. Their tactics are atrocious, never buying from them again. If the customer service and treatment of the customers is any reflection of their business, no wonder the business has gone into receivership!
They deserve to go into administration!
First time customer of Oroton and I am already having trouble with customer service. I wanted to call them to check on my online order and ask about delivery. I tried to contact them on:
- live chat (the one way I could talk to someone but unfortunately she could not help me)
- phone: on hold for >1 hour and the queue position did not change
- email: no reply
- facebook message: no reply
I have no idea how else they can be contacted apart from barging into their head office somewhere (which probably does not even exist) to speak to someone for help about a purchase!!
I can see why they kept lost money and went into administration... They can't even get the basics right.
Received with broken bolts where strap holds in
Purchased the Alpine Hobo bag & when received unable to use. The strap holds in place by a gold bolt/screw which does not do it's job. The bolt will not hold the screw in place, hence strap cannot be put onto bag. So disappointed as a first timer buying Oroton. Endless online chats & endless emails up to 6 weeks or so. They advised that they do not sell parts or fix bags & to return for inspection to a store. I'm in Darwin, therefore not possible. Alternative option is to send bag back at my own risk to see if it gets approved for a replacement...& if the same bag is still available that is. To me, the bag seemed as a seconds. Purchased off the online store/outlet. Still paid just under $300. Great disappointment as I love the bag itself, but silly for strap not to be sewn in rather than bolts holding strap in.
NEVER buy an Oroton umbrella (Not worthy of any star rating at all!)
My daughter gifted me a fold-up Oroton umbrella and I was appalled at its quality. It is poorly and feebly constructed and collapses over your head in the slightest breeze and light rain. Should it get moderately windy it will blow inside out. Coincidentally, my sister was also given an Oroton umbrella by her granddaugther and she was so disgusted with its weak construction she ended up throwing it out. Not even good enough for the Salvation Army or Vinnies as they are just 'useless'. Shame on the people at Oroton who approved this product for manufacture! They need to be reported to Consumer Affairs.
Expensive and worst products!!!
Brought the bag from oroton shop at breakenhead point about 5-6 month ago, bag strip started broken!! Just used that bag twice a week and that happen!! Really worst, and feel soo bad.
Don't buy an umbrella. Sadly they are not designed to keep you dry!
I purchased a small, automatically opening umbrella from the Birkenhead Store; one to use and pop in my handbag. When I used it (six months later when it actually rained), the umbrella continued to collapse on my head. There is no fixture holding it up. So I held onto it, unfortunately unable to find my receipt but knowing I was on their 'system' so my purchase should be recorded. The store is a two hour drive for me and it was not my priority so I didn't rush there. Their warranties are 2 years, so I wasn't too concerned. So last week I ...took it back to the store. At first they refused to address the issue at all because I had no receipt. Then the manager came over and looked through their system and found my purchase. She took the umbrella and tested it (obviously it wasn't raining inside the store at the time) and she deemed there was no problem with it. I explained that when it rains, the umbrella collapses. I was told that the umbrella is not designed for heavy rain or wind and I should have bought the larger, more sturdy (non collapsible) one. She told me the umbrella was not faulty and that's how it was designed (with no fixture to keep it up). How absolutely ridiculous. I was not going to accept this as her explanation was pathetic and the umbrella was definitely faulty (or simply did not do the job it's designed/created to do). After a half hour stint in the store, they eventually agreed to give me a credit towards something else, and again suggested I buy one of the huge timber umbrellas (that I can obviously not fit in my handbag). All this time wasted over a $23 umbrella! I did purchase some sunglasses so had the refund applied to those, and then on the receipt they wrote 'refunded - faulty product'. Seriously! The staff were not friendly or welcoming and helpful. It was me against them and they were not backing down. I wasn't going to give up, not for the money but since the product was faulty, it served no purpose. So the moral of the story is never buy an umbrella from this store. They are always 'on sale' and are useless.
Questions & Answers
Hi I’ve stored my bag in the Oroton dust bag. I went to use it and found that the bag is stuck to the dust bag I tried to get it out but my bag is all damaged. I had to peel the dust bag off it and it tore to shreds. What should I do? Can this be fixed?
I was given a beautiful Oroton umbrella for a gift and therefore no receipt
The umbrella won’t stay open and the stem won’t extend
Is this a common problem
What do you suggest ?
Ring and ask for an exchange. If the won’t help, ask for your call to be escalated to a manager. They will eventually help, but you have to persevere. Good luck!
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