4 reviews
OH DEAR, how things have changed, and not for the better!! I’ve been ordering from Step One for many years, when they were a smaller, much nicer company. When delivery was never an issue, and if it was, you could quickly pick up the phone and sort it out with their customer service. This is no longer the case. Sadly, they have also started… Read more
using Aramex Courier Service, and they are nothing short of hopeless!
I placed an order with Step One for delivery to my parcel locker, and there my nightmare began. Aramex apparently doesn't deliver to Parcel Lockers. Step One does not make that apparent on their website, and so now my order is sitting at the Aramex depot, a 160km round trip for me to collect.
I have exchanged several emails, back and forth with Step One; their email are not engaging, and they have not offered me a satisfactory solution thus far. At this time of year, who has time to chase up unnecessary delivery issues? Step One is obviously using the cheapest courier service, well-known for its ‘unable to deliver’ culture.
Step One: If you cannot deliver to Parcel Lockers, the onus is on you to indicate this on your website!!!!
I will not go back and forth trying to reach a resolution when the onus of delivering your customers' orders lies with the sender. I’ll contact the ACCC, and they can sort it out.
Step One, you have lost another loyal customer - I’ll be going elsewhere in future.
Customer service excellence – I ordered 2 child Little Nipper’s underwear for my grandson. I only received one in the mail and made contact with customer service. My inquiry was completed by Froy who was amazing and made sure my second pair was sent immediately. Thank you for the excellent service Froy and Step One.
Will never use again! – I placed an order during their sale on 30/11/24 for 12 of their limited edition designs. After allowing for Christmas delivery times I contacted them about not receiving my order. They then offered to send a replacement order but said that some of the items may not be available now as they were limited editions. They then sent me a list of items… Read more
they could send as replacements for my approval. Not a single item from my original order was available and so they were all replaced with their generic core range. After two weeks these replacements had still not arrived. Again I contacted StepOne and was told to wait further as they were still blaming Australia Post for delays. After waiting a further week I informed them that I had now been waiting two months for my order which I regarded as more than reasonable and that if the goods that I had paid for were not received within the next week then the matter would be reported to the ACCC. Their reply blamed Australia Post yet again but said they would send another replacement order by express post. A week later I have still not received confirmation of postage or a tracking number for this alleged express delivery let alone received it. The matter has now been reported to the ACCC and will be reported to Queensland OFT also.
Don’t Bother – I put in an order on 15th December 24. I received half my order early January 25. Today the 20th January I finally received the other half of my order. I will not be purchasing again from this company. This was my first and last time. I had to ring customer service only to be told I had to phone another number then I had to send photos of all the… Read more
packaging. This was not my fault. Not even an apology. Poor Customer Service. Slow Postage. Pathetic all round
Extra Information
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.