Universal Store

I had a situation where a jacket I ordered in-store was not received, and I was informed that it was out of stock. The Customer Service Officer - Sophie, who answers enquiries at the email address for Universal of help@universalstore.com.au, was incredible. She was professional, respectful and processed the refund instantly. I could not have… Read more

asked for better Customer Service - she was exemplary and extremely easy to deal with and resolve my issue. She should be recognised for her outstanding "Customer Service"

So many bad reviews about product quality and faulty items.What will it take for universal store to look at its policies. Maybe the ombudsman needs to be informed. Not an isolated store by the looks, occurs at all stores, interstate as well. Staff are rude and blame the customer for faults. Shame on you Universal - improve your customer service please

A few hours after placing my click and collect order with Universal Store and receiving an email confirming my order had been paid for, I received another email to say the order was rejected due to not being in stock at the store. I checked online to confirm the item was still in stock. I then called the store for a staff member to check. The item… Read more

was in stock. She put it aside for me and I collected it today. I had to pay for the item again. The email stating my order was rejected said someone would be in touch to organise an alternative delivery method or a full refund. No one did contact me. I had to call to arrange this. Besides being wrong about the item being in stock over the 5 hour period of ordering and having it cancelled, it is wrong that I have to ring up to get a refund on the order they cancelled. Staff were lovely - the company's processing of orders is clumsy.

The ladies there were lovely! My mum and I kept talking about how nice they were on the drive home. They had great manners, helpful recommendations and were really nice to talk with. They offered to get a dressing room ready for me and put all the clothes I wanted to try on in there while I kept looking around. The clothes there are really nice… Read more

too, I found a lot but I unfortunately was only able to buy a few things. I only have nice things to say about this store. ❤️❤️❤️

Customer service – My Daughter & I returned an online order to the Blacktown store for a size exchange. We were served by Emily. Her level of customer service was impeccable. Emily was very friendly, efficient & caring whilst remaining totally professional. We had our matter sorted very quickly. Thank you Emily...

Excellent experience – The staff working in the Miranda store are so helpful and friendly. My daughter and I really enjoyed our shopping experience there today. Show details

Went in Wollongong store to return a Stanley cup which has not been opened out of the box and not used. I was told I can’t return it due to their health and safety rules also was told the girl would have told me when I brought it which I replied she didn’t tell me. The girl did ring her manager and was told that’s I could return the cup then the… Read more

guy told me I have had it for 42 days so there is no return which I told him no I counted the days and it is 39 days. I also mentioned that there was nothing on their website in their return policy stating about the return of Stanley cups. Very disappointing since other stores like David Jones do let you return them if you change your mind and they have been opened out of the box. Definitely think twice to shop there again

Terrible – I will never attend this shop ever again, today I suffered a total humiliation at the hands of the staff. Having never set foot in any of there frigging stores, 3 staff members came up to me and asked me to leave as "they think I look like someone who has shoplifted from them" I was shocked, which quickly turned to humiliation as they didn't even do it discretely. Anyway the clothes a garbage and not even worth stealing.

LOUD music and no affordable bags – I went shopping with my daughter at the universal store at DFO Brisbane on 5 May. The first problem was how loud the music was in the store. If you have to raise your voice to speak to one another that’s a good indication that your music is way too loud. It leaves for a very stress inducing environment. Then after purchasing over $300 worth of… Read more

clothes I was told if I wanted a bag to carry my items in I would have to pay $5. Are you kidding me. What an absolute scam that is. At least provide more cost effective bagging options for your clients. Thankfully another reputable retail store gave us a free bag instead to pop our items of clothing into. I won’t shop there again if you expect me to pay $5 for a cheap bag.

Un upproched cutomer service and over priced carring bag – Today 19/4/2024 ,at the Werribee store around 11:30 am, I had an unfortunate customer service experience. As I was searching for an item, I approached two customer service representatives, but they seemed unwelcoming and preoccupied with their conversation. There was no greeting or acknowledgment of my presence. Despite this, I proceeded with my… Read more

purchase. However, to my surprise, I wasn't provided with a bag for carrying the item. When I requested one, I was told there would be a $5 charge, which seemed excessive for a simple bag, especially considering that it likely cost less than $1. This left me feeling like I was being taken advantage of. It's disappointing when a store prioritizes profit over customer satisfaction.

Unacceptable Boby Shaming – Shame on you girls who worked in Eaton Bunbury store 16/2/24 Body shaming is not okay / totally unacceptable Be careful who can hear what your saying in store Some girls with bigger frames have every right to try in what ever they choose and it’s your job to ensure from customer service point of view to make sure every person that comes in regardless of size walks out feeling good about themselves Totally disgusted My Daughter left in tears Show details

Worse website – This is the worse online shopping experience ever. You type in your preferences and it doesn't matter what your preferences are, everything is sold out in that style or preference. It doesn't update. Also whilst browsing, every time you click on an item to look at it when you aren't interested it takes you right back to the start so you have to go… Read more

through everything again and go through reloads to get back to where you were at...will never online shop here again...

Poor customer service – I purchased a record player in the boxing day sales at a heavily discounted price. After over 2 weeks without delivery, I contacted Australia post who fobbed off my enquiry. I then contacted universal, instead of offering good customer service that works with their customer, they refunded me without consultation on my options and advised me if it… Read more

shows up to re pay for it or send it back. This is incredibly poor customer service, and I had advised them I had already purchased records for the record player. I am beyond disappointed with their customer "service" and would recommend purchasing through another store with a better ethos in serving customers as universal clearly has poor customer relation systems.

Great experience – Sometimes you just need to give people a chance. Absolutely nothing wrong with my experience shopping with Universal Store. Item as described, quick dispatch and great pricing. I know the reviews don't look great but a lot of the 1 star reviews are for trivial issues which I don't think warrant a 1 star rating. My experience has been as good as or… Read more

better than any other vendor I've shopped with recently and I would absolutely do business with them again. Shout out to Joe who is the real MVP.

The only thing I could be critical of, is my hat was sent unprotected in a plastic bag and arrived quite squashed/scrunched but thankfully it has puffed back out since I removed from the bag. Maybe items could use a bit more cardboard and therefore be better protected, especially international orders.

They make it hard for you to return – I’ve had two experiences trying to return - one full priced and this shouldn’t have been an issue but they will try anything to not provide a refund and the second was a faulty item and again seemed all too hard. The customer service is woeful unless you are purchasing. I will not be returning to this store.

A scam – I purchased three products and Universal Store split the order and never sent my last product. When I queried them about this, they said they had sent it and sent a photo of the first package but could not get evidence of the second. Instead they suggested that I lived in a dodgy neighbourhood. This doesn't even make sense because I was never… Read more

notified of a second package arriving, and if they were to be arriving together then why did only one package get stolen?

DO NOT BUY! – Bought a pair of champion pants it was worth 70+ dollars, order online for same day delivery payed extra, Litterally nothing happened got no shopping confirmation and couldn't get hold of anyone in customer service this is a scam DO NOT FALL FOR IT! don't shop there.

Just don’t do it – This is almost scam like, it’s that bad. Ordered online for same day delivery - paid extra, no issues. Literally nothing happened, no shipping confirmation. 4 hours later can’t get hold of anyone in customer service finally get someone on chat who says store hasn’t processed order and if they decide to process in time might come today and if not, oh well. Beyond bad, no apology, just “it is what it is”. Don’t shop here.

Manager bullying his staff during work hours – Just had to listen to a manager bully his staff, yelling at one of the assistants whilst i browsed the jeans racks. It was awful. I will NEVER enter any of these stores again. And if by any chance that lovely, brave store assistant reads this- you are way too good for that job. To the creep of a regional manager: Men yelling at women anywhere is not ok you jerk. Show details

Shop refuses to consider exchange on faulty pants – Ladies dress pants shrank in wash - now 3cm shorter and also narrower in leg. Lining did not shrink and is now visible below hem. Care label says pants cannot be dry-cleaned so we hand-washed in cold water as per instructions. Store will not exchange or refund faulty product because garment has been washed. Fault did not appear till after washing. Show details

Poor customer service – Bought t-shirts from online store and 1 they sent out was the wrong t-shirt. Universal Store’s response was I would have to return the t-shirt to a physical store or post it back to them for an exchange. Poor form expecting a customer to go out of their way to rectify their mistake.

Do not buy!! – Ordered a skirt for a party and it arrived 2 days before thankfully, opened the package to see that this in fact was not my skirt, but a see through sarong by a completely different brand! The price tag also said $35 when the skirt I ordered was $60, completely different price, brand, and skirt, it was like they just picked out what looked close enough to my order and continued on with their day!

Faulty items, terrible customer service - if you're lucky to get any at all – Purchase a record player through their online store. When it arrived, it was faulty. I tried emailing them twice, no response, messaged through social media and they promised they'd look into it. No further action or response received. I emailed again and still no response so I contacted again through social media and was given some very… Read more

lackadaisical responses. I asked for a phone number to which the girl then responded that she'd look into my complaint.

Two minutes later she posts me a link and says I have to deal with the manufacturer and "sorry bout that"

I filled out the forms in the link, and was told I'd receive communication within 2 business days. It's been a week and nothing. Now I'm stuck with a junky P.O.S and out of pocket.

Prices and shipping rates were fair however they appear to be an utterly useless company with lazy sales staff.

Avoid, spend your money elsewhere.

Horrid – Ordered 2 t-shirts online on the 19/12/2021, finally received them on the 21/1/2022. E-mailed 3 times with no reply, online chat 2 times! First online chat said they will sort it, they didn't do anything at all. Absolute pest of a shop. Show details

Do not buy from this company! – Bought a pair of shoes as a Christmas present, turned out to be the wrong size so I used their returns process through their website. It said they’d be in contact 48 hours after receiving the item. Auspost tracking confirmed it was delivered, I waited a week still no response. Rang multiple times, no answer. Emailed, no answer. Live chat, no… Read more

answer. LUCKILY I paid with PayPal so it’s in their hands now. But absolutely appalled by this company. I recommend NOT buying anything from their online store!

Disappointing Online Store Service – Disappointing online service. Ordered two items, only one came. Due to the company being unreachable (I don't know why) for almost a week, I also missed out on boxing day sales. The store finally refunded me for the product I did not receive 10 days after it was ordered and told me that they had actually sold out of the product. I was offered a… Read more

10% discount on my next purchase (very small compared to sale discounts that I missed out on), but I have since learned that they hand these out for merely signing up to a draw on their website. I have emailed since and they still never respond. Buy from another store online, they lack a duty of care for customers.

Perfect stranger sizing – I bought a size six which would usually fit just perfect and my tits flew out everywhere, who sizes a shirt like that , no wonder it was on sale, the clothes sold in universal have unrealistic fits and sizing that makes no sense Show details

The manager at this store – My daughter shops here all the time. Loves the clothes but be aware if you want to return something the manager will always say even with tags on and returning it the same day she will accuse you of wearing it and will not refund It This has happened numerous times She is extremely rude and very judgemental Show details