Cotton On Group Reviews 424

I have been a loyal customer to cotton on for years now. But i will no longer be a customer anymore since they are a company who is not willing to stand behind their product. We were always happy with our experience in the store and with products we’ve bought in store and online in the past but our last purchase was a pair of green colored jeans. We always try things on and then wash items before we wear them the first time. With one wash the color became splotchy. I tried going to our store for an exchange and they said they could not do anything for me so i chatted with someone in customer service online and they told me to ship them to the company since it was a defect in the product. They gave me a return label so i did that and the jeans were returned to me with a note saying anything bought in store had to be returned in store. I wasted $70 on jeans that i never wore and no one will help me. I will no longer be a customer to this chain.

Spent over £50 on several items
Ordered on 26.11.23 and it said it would be 4/5 days delivery. Never arrived. Evri have lost/don’t have it. No up to date tracking information. Terrible customer service, back and forth messages with ‘Jabuile’ who doesn’t speak good English and told me it’s nothing to do with them and evri’s issue. Evri said they don’t have the parcel from cotton on. Complete scam.

Awful customer service particularly from a ‘Jabulile’. Basically calling me a liar for complaining about a missing item in my order and has very poor English which makes it frustrating to communicate.
I tried to contact a different email but it was still Jabulile responding

My other items arrived fine which is why I haven’t rated this one star.

Don't even bother ordering from here! I ordered a t-shirt from here on 27th November and today (December 6th) I went on the live chat to ask them when I can expect to receive my item (keep in mind standard shipping is £4!) as after 10 days I would expect it to be at least shipped, only to be told that they cancelled the order due to the item not being in stock! They didn't even think that it was necessary to inform customers that orders had been cancelled due to their poor planning and taking of stock! No idea if they even planned to send me a refund until I asked about it, wouldn't be surprised if they tried to see if they could get away with keeping it, not impressed and I genuinely would not waste my time here again, I would rather spend extra money and get a decent service elsewhere.

THE STORE MANAGE AT NARELLAN NSW - CHANTELLE - SUCKS!!!
she is rude, obnoxious, and talks over her customers. In my case not once but twice, screamed down the phone at me. she advised me that the fact that the ceramic item broke despite the bag breaking was "NOT HER PROBLEM" even after being shows the broken bag. the item was not even wrapped. I highly doubt she even spoke to the area manager. this will alo come out in the wash

I placed an order in October which I never received. I still have not received a refund for this order OR any correspondence since my last email on 11/29 regarding the fact that my card STILL hasn’t been refunded for an order placed in October. I tried to be patient and get this resolved before leaving a review but this is the WORST customer service I’ve experienced and hope to save others the hassle, time and money. I have received no updates whatsoever and I’ve had to reach out to them multiple times to try to figure out what’s going on with the order. I’ve been told MULTIPLE things, including 1. my items were shipped and returned to sender, 2. that they would be shipped again… not once but twice, and then 3. finally and unfortunately (since I missed the opportunity to buy similar items elsewhere during a sale, AND this was a gift for my daughters bday) that my items were out of stock and would refund my card in 1-5 business days in which it still hasn’t been refunded as of today 12/4…this was on 11/22. Two of the times I reached out for an update I had absolutely NO response whatsoever including trying to find out when my card would be refunded, this was on 11/29. I have reached out to them a total of 7 times regarding this 1 order. I understand it’s the busy time of year but this is terrible business and from a customers perspective, completely unacceptable.

I am a loyal customer at Cotton On Kids at the Southland Store. All my experiences shopping there have been so positive! A lovely lady, Maria has always engaged with me, provided the highest level of customer service, so kind and warm to my kids too! I’ve bought so many gifts and Maria always knows how to give the right advice. She’s also so friendly, but professional. Highly highly recommend going into Cotton Kids!

Very rude staff and incorrect open hours.
Went twice to collect my online order from cotton on Papamoa but store was shut. Website said they shut at 6.30.
Second attempt at collection I arrived at 5.05 and the store person who was locking up at 5 refused to let me collect even though it was already paid for. Rubbish service all round

They sent my order to the wrong address, my address but a different suburb and state. When I queried and asked for my order they refunded me. I didn't want a refund and asked for the order to be sent. The customer service officer lief and told me that the items were out of stock. They clearly appear on the website. I do not want to reorder myself as the prices have returned to full price. Extremely disappointed with this.

Avoid this company, large order, never delivered, contacted them multiple times, customer service isn't great at all, received email to review goods I had never received, waited 2 weeks or more to be told refund coming goods are out of stock, I have my suspicions that goods were even sent at all, please don't waste your time, absolutely shocking company, and they don't care that they are bad, want to complain, here's a email that we won't answer, refund may be paid in 5 days, I reported them with my payment source.

I was browsing on ASOS, using the search bar to find cotton clothing. This brand clogs up the entire search, but it seems virtually all of their clothing is made from plastic. This is false advertising and they should be forced to change their name. For people like me who have skin conditions and cannot wear plastic clothing, this is unfair. Shameful brand.

I was sent the wrong-sized shoes by the company. I am not trying to get a refund but would like the correct item I paid for (or at least something close to it in the right size).

The phone number on their contact page does not actually work and only refers you to an online chat button.

I tried the chat button and was mid sorting it out with a service rep (who told me that now the size I need is no longer available) when the chat was suddenly ended on their side. Now the button to chat is not even showing up anymore.

Overall, poor experience with getting help from the company to fix their own error.

over priced tshirt, wasnt thick was thin and could of got the same one from kmart

The prices have gone up. Why would somebody want to pay so much for cheap quality clothing.

Ordered two pairs of trousers (Bella Bootleg Pants) which seemed good, but on the first wear one of the pairs started to come apart on the seam. I wrote to them, explaining the problem, saying I was happy to repair them myself but would expect a discount for a faulty product. They said they would only give a refund on return. This is obviously incredibly bad for the planet, especially for a product that can be repaired. Cotton On therefore not only makes poor-quality goods, it also is way behind the curve environmentally.

Cotton on is shocking with their online customer service. I bought an item from them and I didn’t like it, so I sent it back and get a refund. It’s been almost a month since they’ve successfully received their product back from me, but I haven’t received my money back. Terrible customer service, don’t waste your time with them.

Love cotton on clothes. The quality is great and the sizing is so good 2xs is perfect for me. The uk site was out of stock for one of the tops so I just ordered it from the aus site and it came pretty quickly I had shipping updates literally for it when it was on the flight and when it got here. And it worked out cheap even with the delivery cost. The customer service really helped me a lot with any issues too. I hope you release more clothes in 2xs.

Placed an online order. Order was to be sent to store in 1-4 business days. 3 weeks later hadn't heard anything so contacted customer support. I was told something went wrong with my order and it hadn't been processed, even though money had been taken. No email or communication to inform me of said error.

Rubbish customer service horrible service and very disrespectful, never ordering again , if I could give a zero I would

The days of quality, breathable cotton has been replaced by polyester.

If buying online, refunds are impossible.

Beware long-legged girls, this shop is now not for you.