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The Iconic
4.1 from 1,918 reviews

No Refund, Poor Records Management and Very Poor Customer Service

Prior to Christmas 2018 I placed a large order of clothes for myself and family members, taking advantage of 30% discount. However the discount button did not work on most of the items and I paid full price. I tried to cancel the order but had no other option but to re-order as I wanted the clothes for Christmas. I returned all clothes on the first order as these were full price and some from the items on the second order. My daughter said I should be wary of placing such a large order as she had noticed items returned were not always refunded.

After Christmas I checked the order thoroughly and noticed I did not receive a refund for one of the full priced items $37.41 and on another item I was refunded from the second order the discount amount rather than full price amount despite it being returned on the correct order number. I wrote to Iconic who told me it had been refunded and was the bank's issue. Surprisingly on 29 January, 2019 I received an email from the customer service team who stated that they had noticed that my refund for the Tunis Bandeau Top ($48.96) and Morelia Top ($48.96) was not processed successfully either. The team stated they had gone ahead and submitted a request to refund the items and it should be posted back on to my account within the next 3-5 business days. No refund was paid into my account in February.

In the email of 29 January, 2019 the team also stated they had since credited my ICONIC account with a store credit of $20.00 to further apologise for this experience - I did receive this.

Iconic will not return my emails or messages re 29 January, 2019 email and refund. I did manage to speak to live chat who obviously did not read previous correspondence - simply stating contact your bank.

I placed another order a few weeks ago and fortunately kept most of these items. Since I didn't receive the refund promised in email of 29 January, 2019 I made the decision that was my last order with Iconic - too much hassle.

Return Claim MadeYes

Great online store

Nice clothes, next day delivery for free (actually happens which is great), free returns on most items & postage for return paid for by store, can't go wrong really with this shop


The BEST Online Service

This online shop is amazing, very easy to navigate. Free express delivery, I don't live in a main city and i still received my order within 24hrs of ordering. That is very very rare! And another perk is free returns, and the choice of a full refund into your account or a 112% credit note. Cannot fault this shop.

Product Quality
Shipping
Return Claim MadeNo
Sizing True to size
Product Appearance As advertised
2 comments
Hi Kylie, This feedback is the BEST! We are so thankful to have such a fan in you and we are incredibly humbled that you took the time to write this feedback. We hope your experiences with THE ICONIC will entice you to think of us first when you need to treat yourself! Have a lovely day! - DamienHi Damien, Thank you for your quick reply! You definitely will be my first stop for my future needs. Hope you have a great day too

Fast delivery and amazing customer service

Everything ALWAYS arrives on time. Their sales are amazing. Their size guides are accurate. And when you do have a minor issue, customer service are prompt and resolve immediately! SO SO GOOD! The only online clothing store I'll use!

Product Quality
Shipping
Return Claim MadeNo
Sizing True to size
Product Appearance As advertised
1 comment
Hi There, Thank you so much for this feedback it's SO SO GOOD! We are over the moon to hear that your ordering and delivery experiences with us have been amazing. We hope it will encourage you to be a long time customer of ours to come! Have a great day. - Damien

fast delivery

We purchased a $180 tie from emporio Armani. Delivery was fast. Only disappointing thing was the tie came in nothing but a plastic bag. Would have been nice to have recieved it in something a bit nicer considering we paid so much for it.

Product Quality
Shipping
Return Claim MadeNo
Sizing True to size
Product Appearance As advertised
2 comments
Hi Tiffany, Thank you so much for getting in touch with this feedback! We are so glad to hear that your recent order made it to you in such good time :) We also appreciate your feedback regarding the packaging your order arrived in and we would love to pass this on to the Team, are you able to pop through your order number please? - DamienHi Damien, Of course, our order number was 221956289 Thank you for taking the time to respond. Tiffany

Recommended Retailer

The most efficient shopping experience i've had on multiple occasions...easy to return items, put in the wrong delivery address - easy to change, they're easy, efficient and very responsive to get in touch with whenever assistance is required. By far the best retailer experience I've had across any industry, their systems and processes are practical and they work for the customer.

Product Quality
Shipping
Return Claim MadeYes
Sizing True to size
Product Appearance Not as advertised
2 comments
Hi There, Thank you for this lovely feedback and these kind words! We absolutely work for our customers because if we didn't have you we would not be here! We are ecstatic to hear that you've had such good experiences with us and we hope that you will continue to choose THE ICONIC for all your fashion needs :) Have a fantastic day! - DamienThanks Damien! have had a lot of experiences with other retailers lately where their systems and processes seem like a battleground to get the outcome you need. I think this is ICONICs point of difference, and i'm extremely appreciative.

Fantastic service

I ordered a pair of converse off the iconic website not only did I get a great price but I received the item two days after the purchase I’ve never received anything that quick.

Product Quality
Shipping
Return Claim MadeNo
Sizing True to size
Product Appearance As advertised
1 comment
Hi There, Thank you so much for this feedback :) We work very hard to ensure our fabulous customers get the very best shipping no matter where they are across the country or even New Zealand. We are so glad to hear that is exactly what you received! We hope you will be a long term customer of ours and we hope you enjoy your new Converse! - Damien

Best fashion website that there ever was

Fantastic website, fantastic range, fair pricing. I have bought AND RETURNED so many items over the years and it has always been a pleasure. Really, really fast postage, always free. Returns - always free, always fast, they keep to their word. If you do need to speak to customer service, they are lovely to deal with and prompt. Don't have a single bad word to say.

Product Quality
Shipping
Return Claim MadeNo
Sizing True to size
Product Appearance Not as advertised
1 comment
Hi Sacha, This is absolutely amazing feedback! We are so humbled by your appreciation and we hope all your great experiences with us will make you think of us the next time you need to refresh your wardrobe :) Thank you so much again and have a great day! - Damien

Revolutionises the convenience of online shopping

Overnight delivery, competitive pricing and a simple (and free!) returns process. The Iconic ticks every box and on top of that offers a great range and even better custome support.

Product Quality
Shipping
Return Claim MadeNo
Sizing True to size
Product Appearance As advertised
1 comment
Hi Nicky, What terrific feedback! We are so glad to hear that we have such a fan in you. We work hard to have this level of service and are determined to keep it going forward so we hope you will be along for the ride! Have a beautiful day :) - Damien

Unbelievably Fast

Shocked by how fast they are. This was my first time to buy anything online. I was nervous as it was. I got my shirts the next day and even though one was the wrong size, I was even more impressed with their return system. I’ve sent back the other one and I’m not nervous at all about waiting or getting the right size. I have confidence in the company now.

Product Quality
Shipping
Return Claim MadeNo
Sizing Slightly small
Product Appearance As advertised
2 comments
Hi Tex, Thank you so much for reaching out with this feedback. We are so sorry to hear that your recent order was incorrect but we are glad to hear that our Returns Process was able to resolve this for you easily. If you would like us to keep an eye on your return and make sure everything is correct item please pop through your order number and we will investigate. Thank you again and have a great day! - DamienThey’re sending my replacement today. Once again I’m impressed with all the updating that your company does. You know exactly what’s going on. Thanks

My go-to ONLINE store!!

Honestly, I've ordered from the Iconic around 10 times and I have never been disappointed by the quality of their clothes and shoes!!! I get what I expect from the description, except with the occasional sizing differences which depends on the brand I buy (which is out of the Iconic's control). But mainly, I absolutely love their free returns policy which makes me extremely comfortable buying from them as it can sometimes be hard buying online. It also just shows their great customer service compared to many online stores which give you store credit instead... Shipping is also ALWAYS on time or even earlier than expected, and whenever I've called or emailed for a question, I've always received great customer service so I really appreciate it! So overall, the Iconic is the best Australian online store in my opinion and it will always be my number one go-to clothing website! :)

Product Quality
Shipping
Product Appearance As advertised
1 comment
Hi Jasmine, Wow! What incredible feedback! This kind of customer and experience really humbles us and encourages us to keep our services at the fantastic level you have grown accustomed to. We would like to thank you for taking the time to pass on this feedback and hopefully in the near future when you need to jazz up your wardrobe you'll think of us :) Have a terrific day! - Damien

Great place to shop

I love to shop at the Iconic. I really would not shop anywhere else. Compared to other online competitors the iconic delivers great products and excellent customer service. I can't talk highly enough if their fabulous customer service team end how easy it is to buy and return when needed.

Return Claim MadeNo
1 comment
Hi Sharon, What absolutely amazing feedback! We are so glad to hear your experiences with shopping online with us have been memorable and we do hope that you will be a long time customer of ours to come :) Have a beautiful day! - Damien

Do not recommend- Radical Mum Jean

Picture shows a light wash denim jean, jeans are not light in person. Very blue, do not look fashionable, more like second hand untrendy. Would not recommend these jeans at all

Product Quality
Shipping
Return Claim MadeNo
Sizing Slightly large
Product Appearance Not as advertised
1 comment
Hi Sally, Thank you so much for this feedback. We are sorry to hear that your recent order was not what you had expected. We would like to look into this for you to make sure the imagery we have on site is an accurate depiction of the item. Are you able to pop through your order number please? - Damien

Not happy

I have been shopping with The Iconic for years. However I made an error in selecting normal shipping as opposed to 'express shipping' which meant that the item I required for this Saturday will not be delivered until the following Tuesday. I contacted the iconic immediately stating that I had made an error and could they please charge me the extra $2 for express shipping, only to be told that they cannot change shipping method after it has been placed. Given that details can absolutely be changed, I found their response disappointing. I question if it had been my usual $100++ purchase if I would've received a more helpful response.

I will not be shopping with the iconic again, given that there are so many wonderful competitors who are definitely more responsive.

Return Claim MadeNo
1 comment
Hi There, Thank you so much for reaching out with this feedback. We are very sorry to hear that we were unable to change the delivery option on your recent order. We aren't always able to upgrade deliveries depending on their status in the processing system or where they are being shipped from. We would like to have a further look into this to see if there was anything we could have possibly done to resolve this in a better fashion for you - Are you able to pop through your order number please? - Damien

Exceptional

First time user of purchasing through the iconic.
Navigation was simple, easy and fast.
Fantastic quality brands. Shipping was super fast and packaging was excellent.
Customer service was exceptional.
Will be shopping through the iconic again.
Match/or better Camilla sale prices on other websites and you will have a loyal customer.

Product Quality
Shipping
Return Claim MadeNo
Sizing True to size
Product Appearance As advertised
1 comment
Hi Belinda, Thank you so much for this fantastic feedback! We really appreciate all of the points you have raised and are humbled that we have such a big fan in you :) We hope this experience will encourage you to shop with us again in the near future! - Damien

Great Service - Great experience all round

Isabelle was extremely helpful and extremely polite to deal with. One of the very few stores that offer refunds - which is incredible. I love shopping here and will continue to do so due to their excellent and prompt service.

Product Quality
Shipping
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
1 comment
Hi Sarah, Thank you so much for this lovely feedback! We always try and have the best resolutions for customer issues so it is absolutely fantastic to hear that is what you received! We have passed this feedback on to the Team to make sure it does not go unnoticed. Thanks again :) - Damien

Worst price match experence ever

They gave me a code for price match. But the code is not working at all. And they keep joking you and stop the chat without solving the problems. The customer services are bad and rude.

Return Claim MadeNo
Product Appearance Not as advertised
1 comment
Hi Kenny, Thank you so much for reaching out and please accept our sincerest apology for this experience. Your price match voucher code should absolutely be applicable to the item you are trying to purchase. We would like to look into this issue and the general experience you've had to hopefully resolve this for you today. Are you able to please pop through a recent order number or alternatively send us through an email on - customer.service@theiconic.com.au? - Damien

Love The Iconic!!!

I have been shopping with the Iconic for quite some time and have spent a lot of money. Just about all of the products are excellent quality and their clothing washes really well. I am usually commented on the clothing I wear. However I would like to see more of a range of shoes that fit a wider foot.
I will continue to shop with the Iconic. Thank you

Return Claim MadeNo
Product Appearance As advertised
1 comment
Hi Julie, Thank you so much for taking the time to write this feedback! We are so happy to hear that we have such a fan in you. We can assure you that we have now passed on your feedback regarding footwear sizes and hopefully in the near future we can offer a wider variety! Have a lovely day! - Damien

Amazing

Extremely fast customer service was prompt with replies , returned a few items back and they where quickly on it to fix it and send me a whole new product yes

Product Quality
Return Claim MadeNo
Sizing True to size
Product Appearance As advertised
1 comment
Hi Semina, Thank you so much for this lovely feedback! We are so glad to hear that your recent ICONIC experiences have been this terrific. We hope the next time you need to update your wardrobe that you think of us! Have a brilliant day. - Damien

It doesn't get better than The Iconic.

Having shopped with The Iconic for years, I have to say that it really does not get much better than these guys. Quality is great due to stocking established quality brands, returns are extremely easy and prompt with both money back and store credit available, and shipping is accurate and nearly always exceeds expected delivery times. My only criticism would be that I feel like over time the Unidays discount code is becoming applicable to less and less products which can be quite frustrating. Other than this, The Iconic will always be my go-to online shopping haven :)

Product Quality
1 comment
Hi Nicole, Thank you so much for this fantastic feedback! We are so happy to hear that we have such a fan in you :) We are so thankful that a majority of your experiences with us have been so memorable. We have passed on your feedback regarding our UNiDAYS promotions to the Marketing Team and I know they will take this on board. Thank you again for your kind words and we hope you have a lovely day! - Damien

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Questions & Answers

Hi I ordered a top last week, I received the email saying it has been delivered but I have not received it. Could someone get in contact with me to notify me as where it could be, or possibly track it? I need it before this Friday for my friends engagement so I’m very disappointed with this inconvenience. Thank you, Suz
2 answers
I would check your nearest Post Office. If it’s not a safe place to leave your parcel they’ll go to the Post Office.Hi Suz, We appreciate you getting in touch with us and for sharing this. We're sorry to hear that this parcel has still not arrived with you. I would be more than happy to have a further look into this for you, could you please provide me with your order number and I will raise this now? - Damien

Hello! I am just wondering whether the "MISS SELFRIDGE Denim Pinafore Dress" will be re-stocked. And if so, when will it be restocked? Thank you!
1 answer
Hi There, Thanks for getting in touch! I have just taken a look and can see that this product was a part of our seasonal range. This means that I cannot guarantee that we will be restocked as we like to update our ranges from season to season. We are terribly sorry for any inconvenience caused. - Damien

Hi Iconic, Just wondering but when will the Nike Air Force 1 07’ womens shoes be restocked in size 8.5 US??
1 answer
Hi Gloria, Thanks for reaching out! I have just taken a look and can see that this product was a part of our seasonal range. This means that I cannot guarantee that we will be restocking again this season. I would recommend keeping an eye on our new arrivals section over the next 3-4 weeks in case we decide to restock. I hope this helps! - Damien

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