Trenery Online store

If I could give a negative number I would. The online store takes your money but doesn’t produce an order. Unless you contact them multiple times you won’t see your money again for something you never received. How can an online service let you place orders if no stock? This brand gss massive IT issues if it can’t get this simplistic thing right, avoid at all costs the online service

Despite numerous attempts to contact Trenery via online chat and email, no response! It’s been 13 days since I first raised my query-my voucher number was confirmed online however the entire amount was deducted from my bank account (ie the voucher number did not go thru despite the online order saying it was accepted). It’s not a small amount either!

Zero response to emails. I sent multiple photos showing how the Size 10 jeans I bought (which according to their size chart would have been too small - the size cart said I should have ordered a 12) are waaaay too big. Massive amount of extra material in the crotch, the thighs and the stamach. No reply whatsoever. Tow emails, two lots of different… Read more

photos. Snip reference to the size chart. Photos of myself wearing them showing how huge they are. Photo with a measuring tape around my waste showing that I am size 12 according to the size chart. Explained how even Size 10 is too big!! They do not give a toss. They do not even reply!! Disgusting company.

Edit 5/7/25: the exchange was delivered to my home, beautifully packaged, exactly three weeks after I posted the original item back. My frustration was that, after so much time, I thought the package may have been lost and the chat-line consultants kept asking for a tracking number, which I didn’t have, and had had no idea that I was required to… Read more

have before I returned the item. The packaging slip did not explain how to obtain a tracking number.

To be fair, the packaging slip DID say to allow ten business days from the time the return package was received by Trenery for them to process a replacement. It was sixteen business days all up. I had overlooked the ten day advisement on the initial packaging slip, but noticed such with the return. — Just a person to speak to, in person, would be great to clarify such things and too how to deal with a lost package if necessary. Customer service needs to be better for expensive purchases such as those from Trenery.

26/6/25 I ordered a very expensive pair of pants ($300). I checked my waist measurements before ordering, but the pants were too big. I returned them, same day, according to the exchange instructions provided on the delivery slip. To ensure that I had the process correct, I messaged Trenery’s SMS service first but received only an automated response, so I followed the instructions enclosed in the delivery paperwork exactly and posted my item back via an Australia Post letterbox.

Two weeks later, no exchange item has arrived, so I attempted to contact Trenery today. The only option was an online ‘chat’ with someone, somewhere in the world. The chat person (? bot) told me that I needed an Australia Post tracking number in order for him to help. I repeatedly told him that I had returned the product per the instructions provided and that there was no mention of needing to obtain an Australia Post tracking number within those instructions. The chat person, or maybe AI bot, simply ignored what I said and repeated that it was up to me to try to find out the whereabouts of the package via Australia Post.

I then asked for a refund and the person, or AI bot, told me that without an Australia Post tracking number he could not help and asked if there was anything else he could help me with today. So now I have the hassle of trying the bank for a chargeback or going to Consumer Affairs Victoria. Hours and hours and hours of my time will continue to be wasted on this although I exactly followed the process outlined for returns. I will continue with the wasted time, as $300 is a lot of money.

I wish I had a read the reviews, I wouldn’t ever have brought from this company ever. Purchased a linen shirt online week ago. Had no communication from the company. I sent three emails which have so far been ignored asking for a tracking number. then finally receive an email saying that my transaction has been cancelled. They have kept my money… Read more

and not refunded me. The next step is the complaint to the commerce commission. Very disappointed that the poor customer service and the fact that they won’t return my money is pretty much theft.

Caveat Emptor before buying anything for Trenery online. Disgraceful to non-existent customer service, no phone number to contact a live customer service agent; refund not activated after goods were returned and no accountability or response from anyone, from any store whatsoever. Show details

I cannot for the life of me get in contact with someone to discuss an order. They’re unresponsive on socials, the phone number is disconnected, the text number they provide gets no answer, and their online chat is unavailable. Does anyone work here?!?! Show details

Think twice before shopping online with Trenery – Please think twice before shopping online with this company. Significantly, their sizing is more variable than it has been in the past. If you have not tried on items at a physical store first, you may receive an item that is wildly different to what you expected. This is when the problems will start. You can return the item for free by post to… Read more

receive a refund (minus the original postage cost), but if you bought the item partially with Trenery/Country Road rewards, you will receive the actual payment amount only (minus the postage cost). I was told that the Rewards points would not be reinstated (I'm hoping I was misinformed). I was also told that exchanges aren't possible online, only refunds. If you simply want a different size, you will need to find a 'standalone' Trenery store that holds the size you're after. Refunds and exchanges of items bought online are NOT possible at any 'concession' stores (i.e. at Myer or David Jones locations). The only problem is that there are very few standalone stores in Sydney (and most of them are far away from the Sydney CBD). Also, if you wait too long to try to exchange your item (1-2 weeks), the item may not even be available anymore. I had to act quickly and make a 40 km return trip to exchange an item for a different size (I had to go down 4 sizes! There was obviously a manufacturing issue with this particular item). If your closest standalone store doesn't have the size you're after, ordering in the item from another store will involve being issued a refund (minus the postage and rewards points), then rebuying the item once it arrives at your closest store. It will be up to the manager as to whether they will resell the item to you for the amount you paid originally OR they could choose to sell it for full price and disregard the Rewards points you used on the original online order. For such a convoluted process, it is just best to shop at Trenery in person! With items becoming more expensive, it’s a lot of money to risk for items that may not be easy to return or exchange. TIP: Some sales assistants will tell you that Trenery Rewards cannot be redeemed at concession stores (within Myer & David Jones), but I have since been told that they can be. Trenery Gift Cards can only be redeemed at standalone stores or online.

Useless customer service – I bought two pairs of mens jeans at 90 dollars each and then less than a month they dropped down to 49 dollars each. It's disappointing that they cAnt do anything when I approached them for a refund or store credit.

DO NOT SHOP ONLINE WITH THEM – Ordered 2 shirts (from their site directly, only because Myer didn't have my size), expensive ones even, and paid using my credit card. Got a confirmation. Got charged. 10mins later I get an email from "Country Road Online" asking for for A COPY OF MY CREDIT CARD "for verification purposes"! And the email even says "feel free to t call <some toll… Read more

free number> to verify the validity of this. If you don't wanna, cancel the order and reorder using a different payment method". Had my order number, no reference to "Trenery". I had to go and check the many orders I had done that day to see which one was that and try to make sense of that or simply deem it phishing.

Got in contact with them on the live chat (making sure to go straight to the website, not clicking anything on the email), explain the situation and get a massive copy/paste saying the same thing as the email. I ask to cancel the order, and they CAN'T! I have to wait till the next day and wait for it to expire (since I'm NOT responding with a copy of my credit card).

Seriously, in 2024, does anything sound more like a scam than THAT? These guys don't care about the customer. Their clothes are NOT worth this sort of security risk.

Beware! Avoid!

Material Composition Wrongly Stated – Shirt looks and fits well, however the material is unclear or incorrectly labelled. I reviewed website before buying both the oatmeal and navy shirts. Part of reason for purchasing was that the Trenery websites states the shirt is 10% cotton, 10% polyester and 80% wool. However, when I checked label on garment, it is labelled 80% cotton, 10%… Read more

polyester and 10% wool. (I note that the David Jones website has the latter composition). I contacted Trenery online to confirm composition of fabric and initially they said well it must be wool because it is dry clean only. When I pushed a bit further they said they would raise a case and get back to me, a week later and no response. My concern is that they are charging a premium price for a mainly wool shirt when it is perhaps mainly cotton.

Not a Bot, thank you – My latest purchase of the same pants purchased before is sized very differently. Trying to get a Trenery human employee to help me return said pants is impossible. It is a rigmarole to return a product and shows abysmal marketing. I am not happy. Apparently, they are both understaffed and overwhelmed by customer queries, and it will be days before they can respond. One cannot speak verbally to anyone. Show details

Couldn't create a worse customer experience if you tried – Strap in because this is a long one. To set the scene we ordered some pants online for click and collect, they happened to be a little small, no problem I thought, I'll just ask for an exchange, right? If only it were that simple. I contacted their online support for help. I asked if I can just take it into the store and exchange the size. I… Read more

was very explicitly told no to that, I had to essentially return the item but also include a filled in packing slip for the exchange. My order would be returned and a new order would be issued (seems overcomplicated but fine). I filled in the return/exchange and sent it off.

About a week or so later my return was processed and my order was... Refunded??? I hopped online with support again and was told due to their terms and conditions they can't do an exchange, only refund due to the fact I used apple pay. I get that but the support already told me the opposite so now the story is changing. I was very annoyed, so I had them open a case.

The case manager, [Name Removed] (yep naming names here) was about as useful as wheels on a tomato. She simply copied and pasted the terms and conditions to me, pretty lacklustre. So we went online to order the pants again since we were refunded but nope click and collect is down for the store (laughable at this point). So once again off to customer support because the case manager wasn't replying to our emails.

It was a long call that wasn't super helpful, in short I was told I could call the store and they'll put it on hold, I asked if they didn't have stock what would be the resolution. The support wasn't helpful, in the end I asked can I find it in another store and you organise for it to be sent to a specific store for click and collect. I'd like to highlight this next part. The support said yes they could definitely do that. I'll repeat. They said yes they could do that.

So I called the store, it's not in stock there, I called another and they had 1 in stock and I asked if they could put it on hold and a case manager would reach out and organise for it to be sent to another store for click and collect (this store was the first helpful person I've dealt with in this whole fiasco). So just to summarise I called around, I organised everything, I literally did all the left work based off what their support said. I sent an email to the case manager saying they just had to organise the transfer, I've done everything else.

The case manager replies and says they can't do any transfers to other stores and "helpfully" gave me some stores I could drive halfway across Melbourne to go and pick up a pair of pants from.

At this point I'm completely over it, I'm done, I'm drained. You've won Trenery, I give up. I'll take my refund and shop elsewhere. I don't know if I've ever seen a more consumer unfriendly process in my life, all I wanted was to exchange some pants, not cure cancer.

Case number 12177357 for Trenery's reference

Stole my loyalty dolla4s – Bought belt online using points and credit. Told belt not available and I was not charged but points were not recredited. So disappointed in Trenery (a brand I have loved) Show details

Awful customer service – I ordered a jumper online and i received n onesie for babies. So i asked if i can get a refund online using chat now. I asked them to send the courier to pick up the wrong order. I didn't want to wait another week for my order and the person said the case manager have to come back to me. And i'm still waiting for the case manager to email me after… Read more

5 working days. This is ridiculous. I'm never buying anything from Trenery again. This is the worst customer service I have ever experienced.

Falsely advertised product – Advertised as a genuine leather bag online, on arrival found to have P U on tag or ARTIFICIAL leather, also buttery word which adds to deception Show details

Don't order Online – This is one of the worst online store I have experienced. Refund takes 10 to 15 days after they receive the returns at their warehouse. Digital transaction, would only take someone a few clicks, not to mention Trenery certainly didn't wait 10 to 15 days to charge my credit card after they sent the parcel. I have returned items overseas, refund… Read more

normally only take up to 5 days, its ridiculous it would take that long. Whether this is unconscionable practice or simply not have enough staff working in the warehouse makes no difference to me, its like the cheap car salesperson, they are friendly until the point they can't make money out of you. I certainly will never buy from Trenery online.

Bad customer service – I am really disappointed with Trenery customer service. To chat with a customer service representative you need to wait for 10 minutes. When you connect to them they then put you on hold for another 10 minutes. To receive a refund on a online purchase takes at least 20 working days to process. Why don't they employ more staff if they want to keep their customers happy. Show details

Appalling customer service – Non existing customer service ! Ordered 7 items received 2 and an order completed email. It took a week just to get an email that they are looking into it . It is impossible to talk to a person, they do not answer emails or txt messages other than ‘we will be in contact with you shortly’ , while sending me emails to review these items i never… Read more

received . When finally got response they were telling me things weren't in stock while it is sill available on the website. Very unhappy !

Disappointed customer – Very disappointed with online customer service. Received incorrect order. On informing Trenery customer service it took a week for a case manager to respond. I was requested to resend incorrect items within 3 days. The second package arrived wit an incorrect item. Third package arrived with only one correct item. Now I have to return the incorrect item again and hope for the best. Show details

Long Delay in Receiving online order – I'm very unhappy with Trenery online customer service. I placed my order over a month ago and have not received my order. I should have notified that my order is delayed and should have been given the option to refund the order. I had to purchase similar items from anther company. I have contacted customer service and asked for my order to be cancelled and was told that orders can't be modified or cancelled once the order has been placed.

Appalling customer service – Appalling customer service with online Trenery order. In addition to the massive delay and the fact that I was treated disrespectfully, there was no specific information provided regarding the order and when the items will be dispatched after waiting for three and half weeks. Extremely disappointed with the service of a local brand servicing local customers.

Incorrect Delivery – Ordered four T-shirts online and only received three. Their customer service is absolutely appalling. Have tried to get in contact on numerous occasions and have lost count of the number of messages I have left. To no avail. Will never shop with them again.

Returns terribly slow – Returns are extremely slow and refunds! They do not respond to email and text and don’t seem to care. I will be going to Ombudsman if I do not receive my return in the next couple of days. Extremely bad customer service!

Linen pant – i have conversed on line regarding a returned linen pant that i wanted to exchange for a smaller size two months ago, what is going on, if you cant keep up with supply and demand then you need to question yourselves. customer service cant help because the query is sitting in the warehouse (for 2 months) ??? really i just want my pants that i paid… Read more

for. get your act together i will be making an enquiry with the ombudsman WILL NOT BE ORDERING FROM TRENERY AGAIN...... One very unhappy customer

A very happy Trenery customer – I am a big fan of Trenery and have only positive experiences shopping online and in store. The staff are always very helpful and polite. Some knitwear has pilled but this applies to most other brands and is sorted easily. I ordered the striped seersucker shirt, it was a lovely fabric but had to return it as the garment was too short. I always look… Read more

for natural fibres, so I do not try on or order anything with a synthetic component. A loyal and satisfied Trenery customer.

Great clothing and rewards program with CR synergy, but – I spent about $2,000 with Trenery and CR this year and I am very happy with everything. Great sale options are always there to buy quality items. I did notice, also with CR, that on their web page, they excluded male Caucasian models, which is pretty coincidental with everything happening around us. A case of going woke? I hope not, but I will be keeping my eye on you guys... Show details

Boiled wool waterfall knit- sizing a little different - must try on! – Boiled wool waterfall knit- Couldn't decide on which colour to buy but decided on the beautiful pink colour for winter in size large-. Tried the grey in large -was too small, navy in large was fine. Apart from that the coat is beautiful but would have preferred that the pockets were a little higher. Haven't had the opportunity to wear the coat as yet ! Show details

Terrible to deal with online! Be warned! – Purchased an item online, received someone else’s order instead! Will not refund me my money!! Dealt with Emma from online orders who has told me to go to a store (I live 200km from the nearest one), and is not interested in resolving this matter! BUYER BEWARE!!!

A company with absolutely terrible customer service – Bought an item online that did not get delivered. Contacted the customer service and a lady called Simone told me that it was not their problem and to deal with it myself, and did not respond further to my emails. Stay away from Country Road/Trenery! Show details

Good quality product at reasonable price and fast delivery – I bought several pieces of clothing from Trenery so far and they are all quite good quality for how much I have paid for. The delivery has been very fast too. Show details

great quality fabric – I have bought a number of items from Trenary online store. I find its clothing fabric is of highest quality. I truly love to buy natural fabric clothing items that washes well - wool, cotton, linen, silk etc instead of synthetics. I buy from its sales - and have lucked out. Its clothing size is bigger fitting. After speaking to a staff in… Read more

its Adelaide store, I learned it was better to buy one size smaller. Since then, I did not return its items. The return is easy too - return to store even online purchases. This is my favourite go-to store for quality fabric clothing - though very pricey.