Never will I shop with this company again
I placed two orders on the same day. Got email telling me one order been dispatched. Got order missing one pair off shorts. Never received second order. So I phoned only to get message very busy leave message for call back never got call back. Did this 4 times never got call back. Send 2 emails never got any emails back. After 7 days I phoned at 9 am finally got through only to be told they have been very busy. I ask for my money back on shorts & second order. I was told a refund was processed & would be in my account within 5 days. That never ...happened. I phoned again 9 am got answered told them my problem. Lady said she would escalate my refund to be paid immediately. That hasnt happened. Guess now I will go to Dept of Fair trading. This company are scammers. Take your money never send goods. My advise do not order from them you will get caught.
I'm very surprised, that so many people haven't received their item, because I'm a Wlane online shopper for a long time now, and I always get them in time, usually no more, than 7 days, occasionally one item is missing, but always get either money back or receive it a bit later by post. Absolutely cheap , good quality, lovely clothes online, sometimes sizes vary, but U can change it at their shops. I'm a happy customer with Wlane.
BEYOND A JOKE
I have contacted this company at least five times to get my shirt that I ordered and if not a $12:00 refund. They have not given me anything yet. I have Never had such a lack of service . It is rediculous. Maybe they are closing down or going into recievership?? Anyway where is the refund? $12:00 worth of bad publicity. Hope they read this.The phone staff go through the motions but no action . Buyer Beware. Unratable. Disgusted Kathryn order number 2021665 to verify purchase for no item.!! Cant do minus five stars but thats what they really deserve.
Wow - I was lucky to get most of the items ordered
My experience with online WLane sales seems pretty much what other people have posted, except I was luckier with one order being completely filled. I placed 4 orders within a few weeks from mid September to 1 October. I don't usually shop online, this was 'stress shopping!' One order had 1 item missing not shipped but I got the other 7 items (15/9) and another had two items not shipped out of 7 total items (20/9) and another order had 1 item missing from 4 items ordered (1/10). On the whole, the stuff I ordered was fine and the cotton items...are really nice, also linen blouse lovely. Jeans were great, nice fit and good colour. At 2 for $25 I think that's good value. I read the product reviews here and realised that customers are getting nowhere with calls or emails. So I just waited. On 26/10 I got a refund of $24.99 credit to my bank but still waiting for a further total of $40 for 3 unshipped items. I see W Lane does ask us to wait for 25 working days? to see if they can fill the orders. They are clearly understaffed? And the computer order system can't be great if so many people are ordering things only to find they can't have them. I think I was comparatively lucky but would think twice about buying online again - unless it's a really really good sale :) and I can wait 6 weeks for a refund!!! :) Will post if I get the refund for items not shipped from order 15/9 etc. I also ordered more (over $80) to get the free postage. I do like their cotton and linen clothes and their tshirts are very wearable and look smart for casual wear. I hope everyone gets their refunds eventually. And maybe someone from the company will read the reviews and improve service. Put some staff on to clear the backlog!
Poor service and dishonest
25th September I placed an order for clothing from W lane Rockmans group. I have not received these items. I have emailed on their contact page with no response and have rang the 1300 728 980 number provided 7 times. I did speak to a person named shelia twice she agreed on the 2nd contact to cancel my order and would send my account details to their finance department for a refund. This has not happened after 10 days. On all following attempts to phone I have been disconnected with an automated response stating to leave my details and they will ring back in 48 hours. Again no one has responded. The service is truely poor.
I like your clothing but I must complain about your online sales. I ordered some items a month ago and have only received two out of the six items. I have sent two emails to you via your website portal requesting an update as to the delivery yet no one has contacted me. That was almost 3 weeks ago. When I called you up, no one picked up the call. I was put on hold for a long time. When I called one of your stores, they told me that they were not able to help me because it was an online order. I am terribly disappointed with your service. Everything has been paid but I don't even know if I shall ever get a refund.
Payment taken but package never sent
After not receiving my order within 2 weeks I looked up my tracking number to find the order had not been updated since the day I placed it. I confirmed with Australia Post that W. LANE had completed the paper work for my order, but never actually sent the package. I emailed W Lane multiple times requesting an update and full refund. No response. I have tried calling and am put "into a que", only to be put through to a voicemail. This has been going on for a month. I will be lodging a formal complaint ACCC as it appears this is far from a one off occurance.
- Verified customer
Do not order from here!
Took 3 weeks for my order to arrive. I had to send it back, which was so difficult. NO customer service, emailed them no response, rang number or times could not get through. Left messages, no response. Still no refund. Never again will i buy from wlane.
How do they get away with this?[ Worse than terrible rating]
Ordered clothes back in September- paid through PayPal.
Waited. Waited. No update on W.Lane site . Clothes never dispatched.
Tried ringing. Went through "..experiencing a large volume of calls...", tried to leave voice message but bank full. Rang at 9a.m. and 4:30. Exactly the same outcome.
No-one to talk to me. Same experience day after day.
Left emails and given promise that within 2 business days a customer service person would be in touch.
No-one has ever rung me. All that I have ever received is an automatic response email.
I think that...
Non existent customer service. Extremely slow to dispatch
Ordered 3 tops on the 06/10, received 1 around the 16/10, was not provided any info on when the others may arrive. Contacted customer service via email and only got a response yesterday. I had tried calling them through the week and never got contacted. Lodged a dispute with PayPal which finally prompted the email response I received yesterday which makes no sense all they really say is that I need to have patience as they have a lot of orders to process. It is ridiculous!
Shocking customer service
I purchased few dresses online from the 1 October. The first dress arrived after 9 days (quality below avarage). Was waiting to get other dresses but unfortunately did not happen. After 15 October I started contacting over the phone nearly every day to get a young girl telling me that they will call me back. After few attempts I asked the person who answered the phone why she answered the phone if she is not able to assist me? She said, someone will call You shortly.
I manage to push her to look after my order but she said they will call me in...
Never Again!!!!!Order 2020412
Placed order on line for 2 items.
First item arrived with a message that second item sourced from another supplier will arrive seperately.
I waited and waited still no 2nd item.
I contacted Customer Care received a set message saying someone will contact me.
I waited and waited no Customer Care contact.
I called customer care to be told the second item was not available and I would receive refund..
Narurally I was annoyed that I had not been notified and the refund had not already been iniated,
I asked to talk to Supervisor I waited and waited inthe end gave up..
I received no Cusomer Care very dissapointed
Promised $25 off my first order - never received it.
Online : Took my email address in return for a $25 voucher. Never received it. Tried to place an order online but I wanted to use the voucher so I emailed them for help. No support over the weekend even though they had a sale on. Emailed again as they don't take calls Sat and Sun. 4 days later still no reply for my request for assistance, although they have emailed me 5 times since with promotions.
Price reductions just not worth buying "new arrivals" and quality lacking
I have just received an email offering a $25 voucher to have me return as I have been missed. I will not be purchasing any new arrivals again. Stock is not marked down for end of season sales it is a continual sales promotion. All creditability has gone for this brand. Bringing in new stock and within a couple of days have it marked down sometimes to under half price is in my view unacceptable. I am also finding that the quality has been reduced and on-line information lacking in description of type of fabric which is very important to me. Sorry back to DFO for me.
Does an one work in the call centre ?
It is impossible to talk to anyone at the call centre. First you get a recorded message saying they are busy and to leave your details and they will call in 48 hours ( this is not convenient) if you continue to hold you get a repeat of the message then the phone hangs up on you !
I purchased an item on line, didn't fit, took it to the store with the paper work that had arrived with the item ( as I had an appointment in town and thought this would be quick and easy haha) , got told - not good enough I need the paper work that came on the email....
- Verified customer
Disappointed with W.Lane
1st time ordered click & collect. Delivery took 9 working days/2 weeks. I don't know of any Australian company that takes this long to deliver and I rang to find out when delivery would occur & did speak to someone instantly - in the Philippines. The person actually called back later that the item was still being processed. She had no idea when or where the warehouse was, only that it was somewhere in Australia. Item was 4 sizes too big when it did arrive but I had no problem returning to the store for a credit refund. I've been a customer ...since it was Wombat when the clothes were stylish, well-made and sized correctly. Now frumpy, dowdy, outdated clothes with no style, woeful patterns and wrong sizes are being churned out. The stores are overcrowded with clothes that don't seem to sell and look like the bargain basement. So disappointing that my favourite shop has changed. This company should realise that sending 3 emails a day selling their clothes is very annoying and over the top.
Poor online policies and shocking customer service
Purchased on line, too big, wanted to exchange and happy to do so instore but no stores had any. Online WILL NOT exchange but happy to refund then charge you the current cost. My order cost $60.00 they suggested I return the item get a refund then purchase the same item at the correct size and pay $90.00. I dealt with a lady named [name removed] who was absolutely of no assistance. I will NEVER shop with W Lane online again.
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Questions & Answers
I bought a red jacket on line click & collect to Bunbury WA that was 2 June 2019. I got an email to say how did we do? But I have not got the jacket. Barbara
How do I get my money back the the company takes my money and fails to deliver the item and also refuses to answer the the phone tor any of the countless messages I have sent?
Make a paypal claim as "goods not received". Or if paid by credit card, apply to bank for them to do a charge back, again advising all the issues you have mentioned. They will need screen shots or copies of receipts, etc. Good luck
|Category||Online Shops, Footwear Shops & Brands, Underwear Shops & Brands and Clothing Shops & Brands|
|Mens / Womens Clothing||Womens|
|Labels Sold||Variety of Labels|
|Buy Now, Pay Later Options||AfterPay and ZipPay / ZipMoney|
|Offers Free Standard Shipping||Yes|
|Free Standard Shipping Minimum Order Amount||$80.00|
|Clothing Type||General / Everyday and Office / Businesswear|
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