“Absolutely terrible experience! Ordered a dress and shoes for an event and paid the extra delivery fee to be delivered on Friday between 9am-5pm. Order never arrived finally got a response after 3 emails. (Also where is their contact number? that already is dodge!) They respond with no apology at all. Apparently my order didn’t process properly but $200 was taken out of my account! I now have no outfit and will not receive my refund for 5 business days?!! Avoid this place at all costs!”
“Purchased a dress for a wedding - express post, still hasn’t arrived besides saying aus post have delays and short staff. I told them this is for a event, still no help. I purchased this on the 14th of feb and they email saying if it’s not there by March let us know. Customer service is terrible !!!!!”
“Ordered a pair of $200 for my little one got school. Needed the shoes desperately but waited patiently. At COB on the day they were suppose to be delivered, I checked my account to see whether they were still coming… (no emails or texts) it said ‘refunded’! Are you kidding me?! If the stock wasn’t available why didn’t they just say so. Along with the other reviews, just goes to show they are unreliable. Can’t be trusted for quick and reliable service and delivery!”
“If I could leave 0 stars I would!!! I am so so angry. I have never had such a bad experience with an online retailer before. I waited over 2 months for 2 items, it went from being lost, to being late, to being a technical issue with the fulfillment center, to not being able to receive my items at all. I was not contacted that I couldn’t receive my items at all, I had to go on live chat just to find out that I was never going to receive my items. They never refunded me either. Then they told me I can only get store credit as a refund when I never had store credit and never used store credit. It has been almost 3 months going back and forth with the customer service team about these items, to be told some stupid excuse every single time. I will NEVER buy from them again, worst customer service ever.”
“They processed they credit card but did not supply the goods.
Customer service - What customer service. Will Never Use them again. Still have not been refunded MY $330”
“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.”
“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.”
“The Iconic used to have excellent customer service and very quick delivery, which is what made it so good and better than other shopping sites. Over the past 10 months though I have had nothing but problems with every single item purchased - going missing, getting lost in transit, not being shipped until chased; their customer service just regurgitates the same line over and over and their delivery dates are never met anymore. Customer service often promised an 'investigation' however weeks later I have found that these investigations haven't been opened. The Iconic used to be my number one shopping site, but now I would rather spend my money anywhere else.”
“Never, ever purchase Iconic gift cards through your bank or other provider. if you need to return the product you will NEVER get a refund back into your bank account ONLY a stupid expiring store credit and when you pay approx. $300 for 1 item, on your first purchase THAT will be your LAST. Iconic get to keep their brand new product that you return in perfect unused condition within 30 days of when you purchased it, keep all of your money PLUS resell your item to another sucker. While you are forced to hang onto a store voucher and buy something you don't really WANT, if it doesn't expire.”
“If you find something you like on iconic check Net-a-porter or anywhere else first. I purchased a dress for 355 before seeing it was on sale for 130 on Net-a-porter. After the long loops I finally got onto customer service who said they couldn’t price match because the size I ordered was out of stock on net-a-porter. They said they would see if their team-leaders could do anything else and get back to me. A week later no one got back to me so got I went to customer service again. After three disconnected chats I was finally told iconic can’t match net-a-porter cause they aren’t an au or nz business, a completely different excuse to the first one. So I purchased the smaller size that was in stock from Net-a-porter. It came in a box neatly folded with tissue paper and return stickers already printed and placed in an envelope. Just beautiful. Fit perfectly too. So I’ll be returning my iconic order in the plastic bag in was thrown in. Thank you for listening this has been my Ted Talk.”
“I ordered Estee Lauder when they had a GWP but the gift didn't arrive. Was so hard to get a response from customer service, but eventually they side it was a glitch and despite the gift being advertised it didn't apply. My last ever purchase with this store!”
“I ordered suitcases for my daughters birthday. Money taken and then after two weeks spoke to them and due to technical issues unable to get them. So annoyed no correspondence from them until I contacted them. Won’t order again from this company”
“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!!!”
“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.”
“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.”
“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”
