Easy returns service
I ordered an item but when it arrived it had some marks on it. The returns process was so quick, easy and fuss free. I exchanged rather than refunded and the turn around time was amazing. Very happy with this service and site.
Great customer service
Easily found what I was looking for. Had to go onto chat as I didn’t apply my discount code. Was a bit painful as I kept getting logged out but the people I dealt with were very helpful and professional.
The Iconic Selling Used Shoes
I recently got shoes that was on sale, and when i received the item, it appears to have been used, There was nothing written on the app that it was used, therefore i’m a bit disappointed. I’m still going to keep the shoes as they’re not in bad condition and i paid quite a low price for it. I just hope they would have a disclaimer that the item being sold is used or not.
Very helpful, available quickly by live chat. The communication was clear and I was very happy with the way my issue was resolved. I had the wrong address on my order - initially visited FAQ which directed me to live chat. Very smooth assistance in solving this problem. Thanks.
Easy online ordering. Bought something that ended up being too small and return was easy and free. Extra for store credit was a bonus and always get $25 vouchers for the next purchase.
Returns & exchanges are frustratingly long
I’ve returned three items a week ago (handed to local post office in Sydney CBD on 6 May) and the goods still haven’t been received by the Iconic. I don’t know if this is their contract with Aust Post but it’s strange that goods would just sit there. Iconic can’t resell the goods I’m returning and I’m waiting an extended period for a refund (in one case) and two exchanges. The delivery is always timely (next day) but returns make me question the ease of the whole process.
Customer service - live chat
Had to reset my password so the I could use app, Mia helped out through live chat and was really quick so I could get back to shopping ASAP. Excellent service, thanks Mia.
Beautiful bag arrived without the carry strap!!
Ordered a black cross over strap bag from The Iconic on Monday.
I was shocked when it arrived by Wednesday, but the bag was not complete. The strap to carry it over your shoulder was missing.
I was so disappointed as I ordered it in time to arrive for Mother’s Day.
I contacted them over chat and customer service were helpful but told me a report needed to be raised which would take 1 to 2 business days. Not helpful when I needed the strap by the weekend. Or the other option was to return the bag and reorder. Not helpful either and a lengthy process, when it is their mistake.
I wait to hear back from customer service.
Order no. 288414579
Smooth ordering process, fast shipping and great range of quality products but NO point in fast shipping if you can’t use the product!
Update- customer service got back to me promptly. I ended up having to return the bag and organise a exchange. The shipping for the exchange bag was fast.
No compensation was offered as stated in their response. Pretty disappointing!!
Had a live chat with jaeward regarding a return. He was awesome and very helpful. Jeaward Helped me arrange a return which was a present for my partners 30th which was outside the usual timeframes. Give the guy a pay rise!
Recently gone downhill...
I have spent over $15k with the Iconic in the past few years. For the most part, my
experience with the website, staff, deliveries and returns etc has always been exceptional.
Recently I’ve noticed the customer support and deliveries have become sloppy - I think they changed courier suppliers and this has resulted in a change in reliability. I’ve had urgent packages delayed with no answer and no apology. Of course, the first port of call is the online chat. Normally the staff are able to fix any issues I’ve had straight away however now I keep receiving responses like they “We will get back to you in 1 to 2 days” for things that should’ve arrived a week ago.
This happened again today after I had to purchase another dress on the weekend for an event because the iconic delivery never arrived. I became quite frustrated this time around as it had happened with more frequency over the past six months but every time I went back to the fact that I’ve had a really good experience for the first few years and this may have just been an isolated event...
After the generic “1 to 2 days response” I just asked if they could cancel the order and redirect it back to themselves. They said they couldn’t right now and they said they can only contact the courier through email... at the end of all of my frustrations and explaining what had happened previously, all they offered was a very generous $10 discount.
I am sure the service they provide is now just “in line” with most other online retailers, but it is sad that they don’t have my confidence any more as they used to exceed on every front - somewhere along the line this is changed.
I have purchased here a long time, but now I will delete the app.!!!
they are used to be good at organizing and everything. always on time! but for the last two order, I couldn't receive it on time. they tried to figure the problem out by refunding the delivery fee. what I ask for is the standard of the company, they provide many delivery options with or without fee to reach the goal of customer's satisfaction, fast and on time. from these issues, I need to change many plans and take more time to return it.
Quick reply and service
Products are great and have had no problem only with some labels
Run larger than usually but
All good as I get quick exchange and see if the other size fits
Great customer service
I have accidentally checked out using the wrong address and needed to update it asap. Live Chat customer service were super quick in updating the address. What a relief! Great work!
Some products I wanted werent available and I had to settle on something else. The customer service was impeccable and I was helped with an issue regarding the delivery.
Return process is beyond a joke
The website is great they offer everything, but when it comes to returning items and getting a refund it is a long and painful process. This is me talking from 3x of experiencing it too, it says 14 days return policy which is a joke in itself. But everytime I have returned something I never get a notification to say its received and I always have to follow up to find out where my refund is, this then gets escalated and promised a response within 24 hours which never happens. This is the last time I will be shopping with the Iconic
All products come exactly how expected, free returns if they’re not anyway! Fastest delivery EVER! It’s honestly overwhelming how fast it comes. Such a huge range of products and brands 100% recommended to everyone. LOVE the iconic.
Excellent customer service
Very prompt and professional dealing with even its after the sale of the item/s.
Very fast delivery too. Excellent no fuss return policy.
Nice,friendly and well
Mannered telephone operator as well. They handled it professionally .
Well done guys
I definitely come back to to buy more and recommend the Theiconic to my friends colleagues and family.
Excellent and prompt customer service
I am a regular Cust of The Iconic and I have found their customer service to be excellent- prompt, reliable and delivers what they commit to. This significantly increases my confidence to shop at The Iconic
Great customer service
Awesome customer service, great quality range of products. Customer service team sorted my problem really well in sort period of time. also quick delivery options. thank you so much john.
Very easy to navigate, I found what I wanted, great range and great quality, the only worry is that they run out of stock for particular, mostly popular items very fast.
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