Superdry Online Store

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

**** 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

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.

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

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.

Crappy Zipper – Super crappy zipper, don't buy any superdry with a zipper, in fact, don't buy any brand who try to save money from their zipper! 0/10 experience. Show details

Never received product – I ordered the item on 07/04 and have not received it. I asked Superdry for a refund and they ignored my request and told me to contact Aus post. I told Superdry that the item has taken too long and I need to buy other clothes. They are refusing to refund my money

Wrong Product and Extremely Poor Customer Service – As per my last review, I ordered a male t shirt with a specific logo. Received a female t shirt with a different logo. Extremely poor customer service from Superdry. Luckily I purchased product via PAYPAL. I opened a PAYPAL dispute and the outcome was PAYPAL found in my favour so I received a full refund. I would never purchase an online order again through Superdry as it is the worst customer service I have ever received. Show details

Very bad quality and service is worst – Very bad service and quality of fabric is very low. Customer service is worst. If you buying their clothes make sure buying separate washing machine to wash their clothes.

Superdry Velcro wallet. Black. $24.95 – Bought a superdry velcro wallet. The logo on the front of the wallet is coming apart. The threaded logo is unravelling. Only used the wallet for a day. Show details

Terrible online experience - beware – I’ve been a huge fan of superdry for a very long time and have spent a lot of money with them over the years. Recently an online order arrived missing one item from the order of a fair value - $89.85. I contacted them online as that appears to be the only means of customer support available. No phone number can be found anywhere of course. They… Read more

basically called me a liar and said the package was packed correctly. Needless to say I’m furious. Why would I lie about not receiving it? So I’m 90 bucks lighter with nothing to show for it. One loyal customer is obviously irrelevant to them. Poor form. Last time ill purchase anything from them. How a business handles problems says a lot about their integrity. Superdry has none.

Purchased a new item that wasn't new ??? – Purchased a new jacket for $140. It arrived looked like it had been worn several times. There was a strong cologne smell around the collar. There was pilling around the sleeves and also hair that did not belong to me. The style is great and quality is good. I have only just purchased $200 worth of product from them about 2 weeks before and it all… Read more

arrived new. These came in plastic sealed bags where the second jacket came wrapped in paper. Ive kept the clothes as i like the style but when you pay this amount of money you expect new clothing not something that has been worn several times already. I have already sent them my feedback and they will advise their warehouse and management. In my opinion this is not good enough for premium price clothing. I am going to avoid buying from them in the future. This was my experience from purchasing through their "online store". Hope my review has been helpful.

Zero support for customers in lockdown – Awful customer service. Sizes were not normal by any clothing standard. Return policy is appalling. The response email suggested I go into a store which given I’m in lockdown is impossible! Will NEVER buy from SuperDry again!

Love my jacket! – Managed to score a $300 jacket for half the price from one of their sales. They shipped within 1 business day and it turned up super quick considering the COVID delays. I love it! Thanks team. Show details