Superdry

If you are thinking of purchasing this brand then I will save you about 3 months of your time; get up right now, take your money and flush it down your toilet! Youre welcome. Show details

Sent me the wrong item right before Christmas and wouldn't send the correct one until I returned the item AND provided proof of return. They sent me a women's tshirt instead of the men's pullover that I ordered. I was out of the country and told them to send me a replacement so it'd arrive in time. Told them I had zero use for what they sent me… Read more

and would return it in due time. And on principle, asked them for compensation for my time and effort, because I shouldn't be the only one who has to bear the consequences of their mistake. I didn't care about anything that they offered me. Just wanted it to be fair for them keeping my funds till I wasted extra resources to fix their issue. Nothing came out of these demands. Ended up returning the item 2 days before Christmas. The refund wasn't automated. Had to reach out to them yesterday (mid January) for them to process the refund. Bottom line. They took my money, sent the wrong item and took nearly two months to correct it. I informed them in writing that I'll not be buying anything more from their brand. So definitely won't be buying anything from this store again

Customer Service was good and quick delivery for what I wanted – Bought 2x Jackets - 1 for me and one for my Dad, Fuji Puffer style - Dad loves it, wears it all the time. Didnt have my size in stock, so ordered one from the online store/warehouse. Ordered sunday, shipped monday, collected tuesday. Fits great. The size runs a little small so go one up at least. I have two jackets now, one which calf length and… Read more

is great in sub zero / low single digits and one that is smaller but good for daily use, can do winter with just that jacket and a t-shirt.

Wow, at last I've found Superdry – Visited the store at the Designer Outlet in York UK, great customer service from Tyler, she answered all my questions honestly and I never felt rushed into a sale, result, bought my Expedition Down Filled Parka jacket and what a great jacket it is, thank you Superdry for your amazing customer service and your quality products. Thurs 23/9/21 Show details

Good material – Having tried CK, Puma, David Jones, and a few other retailers, I am positive that these guys have the best underpants (if you consider both comfort and durability). Their T-shirts etc are not bad too. So I am quite surprised by these reviews. Maybe their stores are not the trendiest, but pretty good value, and I have been happy with my purchases. Also, be wary of their sizes: it is smaller than regular ones. Show details

Recently purchased 3 t shirts in the UK and their store in Korea. All of them have either faded or shrunk after a few wears. Very disappointed - not at all like the quality of before.

**** UNRESOLVED ORDER ISSUE AND DISAPPOINTING CUSTOMER SERVICE **** I recently ordered three items from Superdry’s online store, expecting all to be delivered as shown in stock, and paid a flat-rate shipping fee. Due to their stock error, only two items were delivered, with the third refunded without prior contact. I raised that they made a… Read more

unilateral decision where I could have changed or cancelled the order, citing ACL Section 18 and 259, but Superdry dismissed this by explaining that they were operating within the legal framework, referencing their Terms and Conditions (Section 5.1) and ACL Sections 18 and 259. They claimed the stock error was genuine, the item refund sufficient, and the shipping fee non-refundable as it applies regardless of item quantity.

Rather than acknowledging the impact on the customer and seeking a practical resolution, their responses relied entirely on quoting terms and conditions. I found similar complaints on ProductReview, Trustpilot, and Reviews.io, including out-of-stock items refunded without notice, unrefunded shipping or return costs due to Superdry’s errors, and dismissive customer service, suggesting a systemic issue in their online order management.

I’m not returning the items, as it would incur additional costs, but I’m dissatisfied with Superdry’s handling. It appears Superdry is not genuinely interested in resolving these concerns or improving how such situations are handled. That in itself is disappointing and speaks volumes about where customer service sits in their priorities.

I will raise this with Fair Trading to assess their position, and I caution others about Superdry’s online store due to these recurring issues.

Rubbish online service. Placed an order for a coat which would have been a birthday present. Order just showed processing on my account, went past the due delivery date and tried to contact them website doesn't show how to get in touch with customer service so tried web chat. I didn't finish the process so cant say they would have resolved the… Read more

issue, get an email the next morning to say item was out of stock so now I have to wait for a refund after 5 days or so, wasted my time waiting for something that was never in stock!

Checkout Quantities Changed Without Consent / Atrocious Customer Service – I took advantage of the three T-shirts for $99 deal and ordered six T-shirts. After placing my order on superdry.com.au, I double-checked my order summary and proceeded to payment. However, when I received the confirmation email, it showed that only five T-shirts were included in my order, which meant I had paid full price for the two items. … Read more

Within five minutes of placing my order, I reached out to support@superdry.com.au to explain the situation. I let them know I would be happy for them to add the missing T-shirt to my order, or alternatively, I could cancel the order and place a new one.

I received a response within minutes, but it was a generic template message stating, "Unfortunately, once an order has been submitted, we are unable to make any cancellations or amendments, including changes to product details or shipping information, due to the nature of our logistics system."

Since the email felt generic, I replied, requesting that my issue be escalated to a supervisor. They assured me they would do so. However, when I sent a follow-up "Thank you" email, I received the same generic reply as above. Again.

It's concerning when a customer service center sends emails without a representative's name. No identification, no accountability. The inconsistency in their responses led me to suspect that I was communicating with multiple representatives from a call centre. It appears their directives from Superdry HQ are to respond quickly, discourage returns, and avoid issuing refunds. This approach suggests that Superdry prioritises short-term profits over building long-term, loyal customer relationships, which contradicts the goals of most loyalty programs.

Ultimately, their solution is to wait for the delivery and then send it back at my cost ($10.95)!!

I understand that retail business is challenging these days, but I cannot support businesses that operate this way. This will be my last Superdry product purchase. I may be just one customer, but based on numerous other reviews, I'm not alone.

Don't buy unless you are willing to pay twice and wait on a refund – I ordered a jacket online following the sizing guide exactly. It was too big. Tried to exchange the item. You are not able to. Instead they refund your money, might take a week to refund your money. Then you have to repurchase. Be aware you will get the wrong size unless you are extremely lucky. And it will take a long time to get your money back. So you will likely be out of pocket for a week

Asian inspired small sizes – The company with Asian and Japanese-inspired have excellent designs but the sizes are also Asian. No large sizes, the 3XL is of Asian version (too small) and whenever they have SALES online, they do not have the same sale in the store which makes me think that these stores are just franchises.

Returns are very difficult - not interested in customer service – Delivery was quick. Clothes are of a decent quality and price is ok if on sale but at full price overpriced. I had an issue with the item going on 30% discount a few days after I purchased (refused to refund or credit the difference). Staff originally sent me a generic answer showing they didn’t even bother to read my original email. After… Read more

following up I got a response to my query but Superdry wasn’t interested in keeping me as a customer - just in keeping the money from the purchase. Not the best long term strategy as a retailer - very shortsighted. After reading the numerous 1 star reviews here I think I got off lightly and would definitely think twice about purchasing from this store in the future as they don’t make returns easy at all. You have been warned!

Not valued as a customer – Ordered a jacket, the sizing had changed since last purchase. I contact Superdry to verify the refund process before returning to my local store. We talk about the local store, and in a few days I lug this giant parka to the store only to find the store closed down that day. No one at Superdry seemed to know the store was closing, even after the… Read more

fact.

I ask about returning via post, over email. No mention of costs, nor on their website within the return policy or via the return process webform on the website. I post it back. I pay $20 to post it.

I reached back out to Superdry to ask if they would cover it. They agree, given no one knew the store was closing. They said they would refund to my initial payment method. I waited two weeks and then reached out again. Its been six weeks and no reply.

I was a returning customer as the products have been such good quality. I've loved my previous jackets but I will absolutely never buy again. I am annoyed and feeling pretty fobbed off.

Superdry Customer Service Review Australia – I wrote to Superdry Australia about a faulty zip pull on a new jacket and was shocked with their response. They failed to bother looking at the item, did not reply in a timely manner to emails and frankly couldn't care less. I used to be a regular Superdry customer and after my negative experience, I will never buy their products again. I wonder… Read more

why they bother paying for customer service representatives if their feedback is that poor and careless.

This would not happen in the UK where customers are trusted and treated with respect, unfortunately in Australia this is not the case and definitely not with Superdry.

Really poor help – You can’t buy a jacket in store in Queensland near me, order online wrong size because there large isn’t large. Customer pays for return postage even tho just wanting to exchange and then only get a partial refund. I wish I didn’t re order prior to all of the hidden fee’s. Bad company not for the customer won’t go back. Show details

Poor service dont do anything to help – Service is poor, there is only 1 store in qld and it's not close to do returns of products. The jeans has an inside tag that is rough and digs cannot wear them. It can't be removed either. No one really cares Product quality and sizing has gone downhill, yet another company getting greedy will soon close look at tall the reviews Show details

Poor Customer service – worst experience zip hoodies purchased Items are smaller in size than they used to be .. when i tried to return they wanted me to pay for postage. I have been buying the same size for more than 15 years.. customer servicewas unhelpful and is extremely poor .. I really don't know how businesses survive with this attitude. Show details

Superdry DFO Southwharf Melbourne – Bought a puffer vest from this store on 19/08/23 as a present but turned out that the size was too small. Went back 22/08/23 to exchange for a larger size but no size in store. Discovered that there is no refunds and no credit notes. Ended up with something that I didn’t particularly want but the overall customer service was very poor with… Read more

unhelpful staff. I would advise to avoid this store as there is no customer service and if there is any issues with your items, you’re basically trapped with the item.

Shocking – Shocking customer service. Unable to generate a code for a return and at the same time zero support from the help desk. I will not be buying online again… Show details

No response from customer service – Only received 1 item of the 3 I ordered 2 weeks ago. Can't ring them. Have to email but they don't respond. I have sent 2 emails in the last week and nothing. Very angry. Terrible customer service.

Terrible quality – I bought a winter trouser and a jumper online. Just used for couple of months and they are bobbling. Stay away from them. They are quite expensive, and the price doesn't justify it. Show details

Customer Service Is Very Poor – Cant ask a question in chat, have to email, and get auto reply saying they will get back to you in 14 days. And if you send another email they'll take longer. How fckn rude.

Mixed experience with Tshirts – Positive- Tshirts last a long time. Collar does not stretch. Cool designs. Negative- Horrible stitched labels on the inside which dig into the skin. 2 tshirts I tried to take the labels out and ended up just making holes so had to throw in the rubbish without even getting to wear them. Sizing varies between tshirt designs so do try before buy.… Read more

Conclusion- If you can get a tshirt with minimum collar labels and feels comfortable then it will be a great tshirt and last a long time but I very much recommend trying each piece on and really making sure it is comfortable for you.