“I have spent a large amount with this company over the years but imagine my frustrations when I purchase an item for a Christmas gift and on the morning they open it to find the incorrect size in the parcel!! I email them and call them …. No reply, I email them again … nothing! Finally after chasing I get to speak to someone and they say they can’t do anything until they receive the incorrect items back…. This is not the first time I received an incorrect size. So I have to wait for the return to be processed before I get a replacement. Not happy!!!”
“I have purchased a dress from you almost a month ago now specifically for Christmas and am yet to receive it. After speaking to 3 individual staff members about it nothing has still been done about it. Am so upset and unimpressed with how you treat your long term customers and that I probably won't get my Christmas dress”
“What a dodgy service from the iconic! I purchased a bunch of Christmas gifts during Black Friday, it spent me half the day because of the busy website. After 5 days I received an email and it said that my parcel is on its way back since their staff put an incorrect address on the shipping items . So I emailed the iconic to follow up and they responded that they had already refund the money to me without any explanation or a solution to this mistake. I replied saying that I want the package back as these were all the children’s Christmas gifts however nobody returned my email . After I spent an enormous effort on my email and live chat finally they insisted that I needed to purchase all my products again full price, once I receive a package they might partially refund the discount to me. The worst thing is that they said it could take at least 15 business days to reship the parcel depending on where the parcel is . This wasn’t a customers mistake that the parcel went missing. I shouldn’t be paying full price for these products again even with the refund.”
“The sizing is ridiculous. Nothing fits and looks nothing like it did on the models who wore 1 or 2 sizes larger than i do but had the same measurements as me. They wore a medium, i ordered xs and these items were huge! I usually do very well with sizing when shopping online but nothing ive ever ordered from iconic has fit. I just end up sending it back or getting stuck with items that look nothing like advertised. Will never shop here ever again.”
“Completely void of any compassion. Terrible service. Had a funeral to go to tomorrow, paid extra for the same day delivery. Called Startrack express their delivery partner > they have no idea and the tracking ID/# is just frozen saying "Ready for pickup".
AVOID.”
“They claim to be quick and they were however they have fallen behind the traditional retailers. I ordered some jeans 3/4 weeks ago, still no sign of them. Iconic customer service can't offer a soultion and blame AusPost, I had another issues with a smaller retailer and they sorted it within two days. I have accepted I won't get the product. Don't waste your money ordering during lockdown,.”
“Absolutely shocking service and shipping timeframes. They are unable to cope with restrictions yet continue to accept payment and expect customers to hate the brunt of it”
“DONT BUY FROM THEM THEY WILL SAY DELIVERY 2-3 BUSINESS DAYS BUT IT WILL TAKE OVER 3 WEEKS. DONT TRY AN EMAIL THEM THEY HAVE THE WORST CUSTOMER SERVICE.
WHEN YOU RETURN ORDERS THEY DO NOT REFUND FOR FOR MONTHS LATER. YOU CAN TRACK WHEN THE PARCEL ARRIVES AND THEY JUST KEEP YOUR FUNDS
WORST SERVICE EVER”
“Having deal with a robot on chat instead of a person on the phone is not worth any dress or pair of shoes you are after. I've been online for 15 minutes now in dispute about a refund owing”
“Their pickers are illiterate morons. Can't read a label to save themselves.
No easy way to contact customer support, just a dodgey chat that disconnects all the time.
When they eventually answer, they tell you they'll sort out the issue within a day and then nothing.
Absolutely useless.”
“Purchased online 18th May. It's now the 27th and no order has arrived. Contacted their chat support, to be told that there was a technical error when processing the order.
Had I not contacted them, there wasn't any attempt at all to reach out to me. Will never order anything online again from this company.”
“Have to say, first time shopping with you and not a good experience. I only ordered 2 items from you on the same night. 1 was successfully delivered, whilst the other wasn't so successful. Now, I found out I have a 3rd order which I dont even know about or made a purchased on. If I didn't receive a tracking number from the the Australia post I wouldn't even made aware of it! So much confusion and complications! I know now not to give any feedback or a good rating so soon until everything have successfully processed and delivered! Not to mention the discounts that I used to purchased the item. I found out that it directly be applied from you on a refund item. I have to purchased the item at full priced, then receive it and decide if I want to keep it and then call up and get a sales refund/discount from it? So much hassle. So disappointed!”
“Do not buy from Iconic I have spent an hour trying to generate a return for an incortect item I received but still cannot get one.
I will now be forced to approach the bank to cancel the transaction.”
“Returns are a pain. I ordered tshirts and one did not fit they returned my returned tshirt saying it doesn't meet criteria but I did nothing to the tshirt. I returned exactly as it came. The tshirt was short length wise and very wide in the sides, can't even wear it. And they turned it back. I had bought numerous times before but I'm done with them.”
“Do not buy from the Iconic Outlet online store.
their customer service is subpar. even when they have items in stock they refuse to exchange items, even with the customer offering to pay extra postage to get the items.
i have wasted money. it is very disappointing to be treated like this. regular retails stores would never treat customers like this.”
“Scam and send customers very low quality clothes. Don't buy from this site. I emailed them, they said this is a sale items so can't return these. What a rubbished answer. Never ever waste your money here. I lost $300”
“I purchased a pair of asics sneakers that I was unable to wear straight away as I hurt my ankle. Once healed I tried them on and unfortunately they were too big. I had lapsed the 30day period. Tried to contact iconic. No help at all. Not even an exchange or credit voucher. Not happy.”
“AWFUL customer service. I purchased a large quantity of dresses from the iconic for bridesmaids to try on for a wedding. The returns policy is 30 days. I ordered on the 16 August and it took at least a week for all the items to arrive (what happened to next day delivery?).
I logged back in to return, within the 30 day window (on 15th September)and they wouldn't allow me to return! I calculate that to still be exactly 30 days.
The ONLY way to contact anyone was via the chat window. They were extremely unhelpful, nor understanding. There was no-one to escalate to and no-one to speak on the phone to!
Be warned - extremely unhelpful customer service. Not great for a company that prides itself in returns. A physical shop would be way more lenient on this, and they dont have to wait for delivery either.
Wont be using ICONIC again, because now we can't try things on without the risk that we can't return them, which was previously its best asset. VERY DISAPPOINTING”
