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Poor customer service
UPDATE: I have been contacted by the manager and had this issue resolved. I am very happy with my new bag and with the effort Oroton made to make amends.
Their website malfunctioned during a sale so I was unable to check out and missed the sale deadline (it was a weekend and I couldn't contact them). It was a saving of $40 off a bag that cost over $200. When I emailed customer service on Monday morning asking for an exception they pasted their terms and conditions and said they wouldn't help me out. It was a great opportunity for some good customer service and throw me a fish, but they chose not to. So now I'm not buying the bag and they get zero dollars out of me.
Bad customer service.
Customer service when I bought the wallet was great, but then I realised after taking it home that the beads used to keep the wallet dry had imprinted into the leather due to packing and left a large dent that had stretched the leather. I took it back to get exchanged and they swapped it for me, no smiles this time. This swapped one's leather ended up having a large scratch up the front so I took it back again, they swapped it for me and I ended up with the original one again that I had brought back because of the dents. Ended up just returning the product.
Bag is damaged
I received a tote bag for Xmas it’s not being us d everyday maybe only once a week so it hasn’t had much use at all. Yesterday I noticed that the leather is peeling off. Now after reading the reviews I’m not sure that the company is going to care.
Online store and stock issues
Our orders were unfulfilled due to poor integration between online store and warehouse stock. Items were refunded but disappointing that majority of Australian retailers are falling behind overseas competitors in terms of online retail experience.
Update: Oroton's CEO offer his apology for the current issues with their warehouse and they are in the process of fixing these issues. Upgrading review for the personal touch from the management.
Delivered a defective product from the online store
I ordered a bag on sale from the online store on the 27th of January and it was just delivered today. After an almost 3 week wait (which is ridiculous enough - what other brand gives this kind of poor delivery service in 2018?) I was excited it had finally arrived. But I was not happy when I opened the package to find a bag that was clearly defective - the strap is completely different to the picture advertised online and it isn't adjustable, despite the description of the bag having an "adjustable strap". Very cheeky that they would send this to a customer who had ordered online. I have submitted a complaint and am awaiting a response.
Horrible customer service. Can never get through to them on the phone, have sent email, problem still not resolved. They company really needs to focus on improving their customer service.
Terrible Customer Service
I purchased a wallet for my nephew and I wanted to get it monogrammed , I was told " we don't provide this service any more" then I said I called the store and they do provide this service , then I was told " that they only provide this service to some store" Again I say that I will go up to the store and have a look to get the item monogrammed , to be told " This is a service only offered to full price products" because it was on sale and it was in there store they wont provide a service because it was slightly discounted ? This is terrible customer service for a service that wont cost and take them too long to complete. Very disappointing Oroton.
Worst customer service ever
I bought a bracelet online and it said may take up to 3 weeks. Two days after I ordered I rang to change my address. They said they can't do it as too late. Well that was over three weeks ago and why couldn't they do a simple request. Still chasing up my order as 4 weeks now and paid for. I have rang several times and you can't get them on the phone. Terrible
Birthday present will not refund
My son bought me an Oroton bag in the sale, lime green and a floppy style bag. My husband said to my son that I only have black bags. So my son returned the bag and paid an extra $200. This was early January for my birthday on 24th. I took the bag back last Saturday to obtain a refund. Just found out today that they will not give me a refund as it is past 14 days. Now how could I return the bag within 14 days if this was a gift for my birthday. I thought Oroton would come to the party but they will only offer exchange or credit. Which I don’t want.
I would have returned it within the 14 days if my birthday was within that 14 day period!!!!
Worst online purchase experience
No wonder Oroton is put under administration! Given the extremely poor customer service received, they surely deserve to go bust! I ordered a bag on 3 Jan 2018 and the money was deducted from my account immediately. I waited and waited and emailed them on 16 Jan. They came back saying that they moved warehouse and put a disclaimer that the website stated that delivery may take up to 3 weeks. I accepted that and waited for another week which is 23 Jan. At this point I have yet to hear from them, so I decided to send another email to enquire abou...t my purchase. This time, they came back saying that they are very sorry and will look into my order. i waited another three days and finally hear from them. Guess what? They said my item is out of stock! WTH! I ordered it at the beginning of the month when they have the stock and waited patiently for my purchase! Now they come back to me saying it’s out of stock! Is this my problem? I have been a loyal customer, buying their bags every now and then, from the physical shop. But this crappy online transaction has left me utterly disappointed and I just cannot bring myself to support this brand anymore. Serve you right for going into administration!
A good company going to ruin
I'm disappointed, I've been buying Oroton all my life and I recently purchased an expensive handbag and the handle is broken without any excessive wear and tear. The handle actually snapped, I am now suspicious as to whether the bag is actually leather like they said it was, leather should not snap like that. Trying to resolve this issue has been next to impossible. They have lost me as a lifelong customer.
Don’t waste your money, horrible customer service
Bought a bag 3 weeks ago and used it about 2 weeks, then I noticed stitches coming off, so I contacted the oroton outlet and told me that come to the store so they can check,which I did but when I got there they check my receipt and told me the bag I purchase is factory sample and it’s no warranty at all, and didn’t even look at my bag, if I known it’s factory sample/second I wont Buy it at all, I own 20 plus Oroton bag, Wallet And clutch But this time I won’t ever buy oroton ever again, no wonder oroton has financial problem, because when you buy oroton the warranty is end when you get out the store, shame on you oroton.
( sorry for my bad English)
The attitude of sales personnel
The type of staff in some stores is next to Juvenile. Today I went into a store and the salesperson, a young girl, couldn't tell me the price of the product.It took her some time to discover it, and she did so with an attitude that made me feel like I was a bother. I bought the product without an inkling of friendliness. Not her fault I say. It's the supervision that is the issue. Where is the boss supervising the sales process? If the staff don't care why would the customers?? Going broke I hear. With this type of attitude is no surprise. This type of experience is fairly common across the board these days. The new generation of employees doesn't care. Its like they resent having to work.
I ordered online a mini hockney bag. Was advised there was a three week delay in delivery which I was Ok with. But after this time and more with no communication from them I finally get a response saying item now out of stock despite it still being listed online when I last checked a couple of days ago. Another disappointed customer to add to the growing list.
Appalling customer services - on-line and instore
I brought a Melanie Tote, black bag from one of the outlet stores, stitching started to fail after 3 months. Took it back to the store, they agreed it was a manufacturing fault, agreed to replace when next batch came in. Bag was available on-line but they can't sway stock. I also emailed on-line stores - they took 3 weeks to reply and told me to do everything I had already done!. Still chasing the stores, still waiting on replacement, just awful service! Don't buy if you can help it.
Paid Online But No Goods Delivered!
Oroton totally deserved to go into administration with such horrendous customer service! Ordered goods online weeks ago but it wasn't delivered. Called customer service and was put on hold for ONE hour with no success! Seriously? How do I get my money back? This is an outrageous daylight robbery. Worst thing is - they are not contactable at all! No response to emails or calls! Avoid at all cost people.
half my order turned up but can't get hold of anyone
Can't upload proof of purchase as I am still waiting for a tax receipt, and half my order, despite paying almost $500 last month.
Wish I'd read the reviews online before I ordered online. Made the mistake of ordering online and never will again.
Good quality bags but appalling customer "service". Delivery of one bag in a huge box arrives without any notice or an emailed tracking number before delivery, box contains a lot of empty space and half the order and doesn't even have the contents, much less the tax receipt enclosed. Still waiting...for the other bag. You can't get hold of anyone by phone they say email them or use chat. You use chat to tell them you've tried to call and where's the other half of my order they say you need to email. You email them even including your order saying where's the other half of my order and you don't get a response. You ask about a tax receipt and you get one for the one bag not the two you paid for. The good missing cost $300 plus dollars and is a gift for Xmas- total deducted from my credit card nearly $500 and that came out LAST MONTH. Will take this up with my credit card company as this is fraudulent behaviour. Utterly appalling. Was a long time supporter of this great company. In person shopping that was, every other experience. Never again. Not surprised they're in receivership.
BUYER BEWARE - DON'T BUY FROM OROTON ON-LINE!!!
I processed an order for a handbag on the Oroton Outlet website on 1 December 2017. The Visa transaction went through, the website crashed as it always does and no order was registered. Despite many many attempts to contact Oroton via telephone and email, I finally got through to the out of hours chat line which again proved to be a TOTAL WASTE OF TIME!! The person on the chat some 6 days ago identified that the Visa transaction had taken place but that no order was put through and she promised that she would deal with the matter and resolv...e it - it's now 14 December and no word from Oroton at all. They have deduced my Visa to the value of $128 and are not returning my money - they are thieves and it's no wonder the company has gone broke! I have had to request my bank to reverse the Visa transaction and refund my money, however, I am now fearful that my money will never be retrieved.
The bag never arrived and I still can’t get onto customer service!
I ordered online a fortnight ago. I received my tracking details from DHL, the pckage was due to arrive 12/12/17. When it did not arrive I rang DHL who advised Oroton will not allow customers to liaise directly with DHL and that I had to talk to Oroton. Needless to say, Oroton are uncontactable and have not returned my emails. This is a major waste of time and money. I would not shop with them again, and it is clear to see why they have gone into administration. #byebyeoroton
Terrible experience wouldn’t advise anyone to go online and use oroton services because there was no service. We ordered over two weeks ago paid for express freight !!! And no bag!!! Emailed and called with no luck, finally received invoice saying product shipped 7th Dec BUT today was finally called with product needs collecting from Outlet store in Perth 2 hours away from where we live. Called outlet had no notification from Oroton of bag or our order!!! Not over yet!! They said I would have to pay for product from outlet, never mind the fact already paid online. Still no bag but out of pocket!!! Warn anyone going near oroton to do at your own risk.
BUYER BEWARE - SHOCKING CUSTOMER SERVICE
I placed an order on line, received the confirmation and then it all fell apart. I have contacted Customer Service - no reply. I have sent an email, which was automatically acknowledged saying they would get back to me and guess what they haven’t. I have contacted one of their stores asking for help and all they could say is “oh how dreadful”. I have phoned their Sydney number, no response other than an automated message. I have literally done everything I can think of and NOTHING HAPPENS. I haven’t received the goods I have paid for and n...ow I am going to place a disputed charge with my bank so I can obtain a refund. No wonder they have been placed in voluntary receivership. They deserve to go broke if this is the type of service they offer. SHABBY SHABBY SHABBY
Purchased a number of goods online in sales and had to keep chasing as not everything was delivered. Now around 20 days later I am advised that they have run out of stock even though I can see the same item in a different colour and they won't supply. They also won't price match or offer anything and have now been advised that they will return my money soon.
Worst customer service ever experienced
Ordered bag and wallet online in October after 8 days finally got an email saying that 1 item was out of stock and did I wish to proceed with the second item. I responded to cancel order however never had a response. Waited a few days and contacted them. After being on hold for an hour plus finally someone answered and said that all refunds would be processed by end of week. They did not take any of my details or in fact ask for them. When I checked my credit card only one item was refunded. After contacting them via email the second item w...as refunded. Silly me thought that this was a once off due to an out of stock item and as advised by them a website error. I have again ordered a different bag only to have the same situation. My credit card was debited on day of order and no further response from Oroton after 10 days. If you ring they have a message basically telling you to email them as they are to busy to answer calls. They also suggest web-chat however this doesn't appear to be available either. Like others I wish I had read these review prior to my second order. Today I see they have gone into voluntary receivership - stay away from this company especially online
Fraudulent Company. Also reported to ACCC.
Purchased a handbag at the start of the month. Also get charged $15 for shipping. I have contacted OROTON asking for details on delivery as its nearing a month since purchase. I finally got a reply saying they may be out of stock and will get back to me. I got an email today saying, the item had been delivered a week ago and they gave me a tracking number (the first time I have seen this tracking number). Its with DHL, so I do a trace check online and see that it was indeed delivered, to an address in another state. I have no idea who lives at ...this address, I didn't ask for an interstate delivery, I don't even know anyone in that state. I have told them of their mistake and asked for a refund. They are now ignoring my emails, customer service when you call want no part of it because its an online purchase. I spoke to the ACCC today and have been told I am in my full right to receive a refund, so I am formalising my complaint with the ACCC as I write this. Thanks OROTON, for taking my money, failing to act with due diligence when sending this item and breaking consumer laws.
Online order only had partial delivery, but no response from Oroton
I placed an online order, and received a delivery note quite quickly afterwards, which was very good. However when the parcel arrived, inside it only had 2 out of 4 items I ordered. But the order has been marked as 'shipped' online. When I asked their online live chat person, she said that maybe the item I ordered was out of stock, however I did not receive any notification about the out of stock situation. And when I checked online, the item was still shown as 'available'! I tried to contact the customer service via email, no response. Tried t...o call them, waited for more than one hour, no one answered the phone! I am now left in the dark and will not know whether I will receive my remaining items or not, or will I even get a refund!! Such a terrible customer service! I wish I've read the online review before I placed the order, now it's too late!!
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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|Category||Physical Shops, Footwear Shops & Brands, Underwear Shops & Brands and Clothing Shops & Brands|
|Mens / Womens Clothing||Mens and Womens|
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|Clothing Type||General / Everyday|
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