“Think again: are you sure you want to get to endless arguments with the ‘customer service’ of Katie’s? I received all sorts of explanations why My item, which came in a very wrong size, apparently can’t be return. In one of the many replies I had been told to pay for the postage of returned item. I am very dissatisfied by the customer ‘support’. The quality of the item is also quite average. Not worth of your time and definitely, your money.”
“False advertising.
I was sent a 2 text saying entire store reduced. Styles from $15
Went into my local katies and there was 1 table reduced to $15.
The rest of the stock was $25 or 3 for $60. Very disappointed in katies.”
“I ordered two pairs of chinos online. After 10 days they still hadn’t been dispatched. After 3 weeks my order finally arrived and when I opened it instead of two pairs of black size 16 chinos, it was two different white lace dresses, size 10!! Couldn’t have been more wrong. The delivery slip even had my chinos listed on it!! I phoned customer service who were incredibly unhelpful and basically said they couldn’t refund me or send me the correct items I ordered until I returned the incorrect products! Not worth my hassle. I’ll never be ordering online from Katie’s again.”
“Just close down! Your customer service is beyond appalling both in store and online. Ps when you place a order expect to wait for ages. WONT EVER BE SHOPPING AGAIN GET TOUR ACT TOGETHER I HOPE YOU GO INTO LIQUIDATION!”
“I very rarely go to the effort to post a review but I felt inclined to share my experience with Katie’s so others don’t have to go through the same trouble. I was incorrectly charged for delivery to NZ even though their website clearly stated for the cost of my order that it would be free. I made endless attempts to contact them through their online customer service page as well as place an official complaint and they either don’t reply or if they do it’s about 3 weeks later and the reply doesn’t even make sense or resolve your issue. I eventually went to their instagram page and wrote a comment under their latest post to explain I had been experiencing poor customer service and could someone please send me a direct message so I could sort out the refund I was owed. If anyone is having issues getting responses, this seemed to be the trick for me! They deleted the comment I made and direct messaged me straight away. I explained the situation and they tried to fob me off but said they would refund me this money on this occasion only even though they said they didn’t need to - despite the fact that I sent them screenshots of my basket and terms and conditions clearly indicating eligibility of free delivery. They basically tried to blame it on me and make it out like they were doing me a favour giving me a refund when it wasn’t their fault (which it clearly was). The nature of the responses was also pretty rude and not particularly helpful or friendly. I’m very relieved I got my refund in the end (to be fair it was only $12.50 and I stopped caring about this but it was more the principle of the lack of service and disregard for their customers that made me pursue it). It’s a shame as the clothes I ordered are actually really nice so this could have had a very different ending. After my experience though I know for sure that I won’t order from them again. They don’t appear to care about their customers and that does not sit right with me. I wish I had checked reviews first as I am shocked to see so many negative reviews. Disappointing that so many people have had bad experiences with this company.”
“Very disappointing experience and terrible customer service. After three weeks some items of the order still haven't arrived. What has arrived is absolutely appalling - colour, fit, and shape are nothing like the pictures. Sizing is completely off and the quality is very poor. In all honesty you'd be better off taking your business to Kmart.
Don't expect anything from the customer service team either - unhelpful, pointless, and frustrating.
I might as well have poured money down the drain. Unfortunately it is what it is, but hopefully this review may at least spare someone else the same experience.”
“Ordered 11 items in the “Boxing Day” sales. They sent me 4 products and said they sent it all. Had to dispute via PayPal to finally reach a resolution. Never again. Horrible service”
“This is the worest quality I bought. Very disappointed with Katie. Last week I bought $29. Only few days drop the price to $18.. Cheated by Katies. The material is not fleece. Like rubbish and I can not refund it just because it is a special price. I already threw it to the rubbish bin. NEVER BUY AGAIN AND NOT RECOMMEND.”
“Delivery is a joke, I received items from the UK that I ordered 2 weeks after my katies order, weeks before receiving my items from katies. Customer Care is non existent. Have to call 10 times and email 10 times before anyone replies or answers. You can't get refund in store. Was told I couldn't get credit or exchange either in store. I looked up the policy had to inform worker of it who reluctantly let me exchange. Had to also pay to send the sister brand back even though I ordered in online on katies site. Do not buy online unless you know it fits and are willing to wait 2 months for your order.”
“Don't bother shopping at Katie's online either. I bought two women's cardigans in my correct size. One shoulder in one cardigan is much bigger than the other one and this left shoulder regarding the arm of it, is longer than the other arm so keeps slipping off my left shoulder. No buttons, no tie. Also very poor quality.”
“Twice, after checking closing times on Katies site (as Google is often incorrect) to ensure to attend the stores (Joondalup & Whitfords) with at least ½hr til closing, only to find Joondalup closing early & while permitted to enter, staff were not polite about the matter & we had to purchase the item without knowing if the size was correct, then having to return to exchange for the correct size pants that they no longer had available. Received a text advising click & collect order was ready 40mins to closing from Katies Whitfords, only to arrive within 10mins to find the store closed, which was at least 30mins earlier than your site states & no notice of "special circumstance" for this. My daughter has purchased 4 pairs of your straight leg pants for work in a short period. As she only works part-time, so no excessive washing & I follow the care label the sewing on the in seam loosen & creates the appearance of a hole. Went up a size to ensure no over stretching despite this meaning the waist was loose & this still occurred. The material being stretchy (elastane) is poor quality as within a few washes following instructions has broken thin elastic poking through appearing shabby & unsuitable for work. Ordering 2 more pairs online for click & collect same size & design, on collection being advised returns or exchange can not be done in store the pants were not the correct cut, loose & baggy & the size is clearly a great deal larger when help up against the same size & pant style previously purchased. Had a look at the picture online that clearly shows the style ordered on the model to be fitting, as the ones previously bought in store. Putting the original against the new pairs it is clearly obvious there is a huge difference in size & cut. Your images online are deceptive as I also ordered a dress that appeared completely different on the model than what I received. To return by post is a cost that customers should not have to cover when Katies products are of poor quality & images online misleading. We will no longer purchase items from Katies & would not recommend your company & instead advise against purchasing clothing from Kaities due to poor quality & misrepresentation online.”
“Worst customer service I have ever received. After 2 orders that took for 3 months to arrive, I am still waiting another month later to get a refund! Will never shop in any katies store again.”
“Still waiting for delivery
Absolutely no way of contacting them
I get regular automated messages telling me that delays are due to Covid
I will never buy from any of their stores again
Noni B, Rockmans, Crossroads, Autograph,Rivers, Miller’s, etc.”
“I bought a pair of pants in store in July 2021. They torn after 1st wear so l contacted customer service as store was closed during COVID restrictions. They gave me details to send the item in. The pants have been lost by the ‘third party’ and they refuse to give me my money back. I have called them and sent them multiple (10+) emails, requested to speak with management and all my requests get declined.
They send me emails saying they have not heard back from me within the last month so they are closing the file. I respond repeatedly and all l get is an automated email.
I will never shop at Katies again and don’t ever send back any of their goods cos it it mysteriously disappear and then finding someone to rectify the problem will be like finding a needle in a haystack.
Also why won’t customer service let me speak with management? Are they some sort of gods that are unattainable?
Absolutely pathetic customer service and well l can’t comment on management cos they are the phantom.
Mind u, it’s April 2022 and l’m still not getting a resolution.”
“Do not order anything from them. My order from 19/11/2021 (which was only jeans and shorts) is still not here. I have sent many emails and made many phone calls and they will not provide me with a refund. They just say there are delays due to COVID and they cannot tell me when I will receive the items.”
“Wouldn't even give service a 1 star rating if I could go lower. Absolutely the worst place I have ever had to deal with. Painfully slow service for delivery and dont get me started on the refund..... 3 months waiting for a refund for returned goods , returned exactly as instructed with proof that parcel was returned to the required destination. Automated emails , the same response response to mynumerous enquiries - still awaiting confirmation from their warehouse even though I reveived confirmation from Aust Post that items were delivered. Don't waste time/ money on Mosaic brands - disorganised or just plain thieves?? Wish I had read reviews before I purchased from them .......”
“These guys are terrible , countless calls but delivering nothing. Order has been placed on the 19th of feb .Ticket number is the only response so far.
Think twice before purchasing”
