Cotton On Group Reviews 

I’ve just come to reviews to see if it was a common occurrence for cotton on to have very slow delivery with no Communication. And unfortunately, it looks like I’m not alone. My delivery date was supposed to be the 27th of December and I’m still waiting. Which would be fine but there is literally no communication and your customers service is useless. I definitely won’t be using your website again.

Ordered well before XMas. Email confirmation but nothing after. Crickets. Don't be fooled by clean website appearance, Chinese company swipes your credit card then you will be in waiting hell as they work thru a shipping agent to get you your stuff in several weeks.

Lovely Irish girl with long blonde hair served me Stephanie and was so kind polite and chatty when in store in Eastgardens. Would defo shop there again.

If I could give zero stars, I would. Purchased items nearly 2 weeks ago, selected Click & Collect from my local store. Still no notification that goods are ready for pick up. Tried to use online chat, absolutely abysmal. The first chat was shut down mid waiting in queue and I was told to try later. So tried later, 8 people in queue, so I decided to wait. Over an hour later I was still at Queue position 2, having been there for over half hour. No proactive response in chat saying they’ll be with me shortly, nothing. I don’t know how a retailer who has been doing online for a decade can have such woeful fulfilment and customer support processes. I will never purchase anything from you online again. Terrible customer experience, back in the dark ages.

Order items on December 12, 2024 for Xmas. They charged my credit card and send an order confirmation by email. Then nothing...no notice of shipping, no delivery of items...just crickets. Tried to call customer service, waited on hold for 30 minutes and then they terminated call (never got through). Tried live Chat - said a representive would be there momentarily and again nothing. Won't ever order from here again!

Bought some reduced sandals for my child, she was stoked. They fell apart after one day. Complained, very poor customer service. Expected to drive for an hour round trip to return them. Four weeks later, still waiting for my refund. Very very poor.

I made an order for a candle (amongst other items) and it was sent sellotaped to all of my other items. God knows why as the candle is made from a paper material and all of the writing came off the outside of the candle which made it no longer giftable.

They offered a replacement and after reading the reviews for them on here, I shouldn’t have been surprised about what I received. A mental order of guinea pig food, hair dye, shampoo and some other crap.

I emailed and asked them to again rectify the issue and they told me they now are unable to reorder from their website to me!

No explanation of why there was a random order at my house, barely even an apology. I emailed again and advised it’s not an acceptable resolution and they just couldn’t care less!

I also had issues with delivery on both orders, it would be marked as shipped and out for delivery and not turn up for days.

Avoid at all costs

I placed an online order with Cotton On on November 17, 2024, and received the parcel on December 2, 2024. However, the 2 personalised drink bottles I ordered were missing. I initially waited, thinking they might be shipped separately, but by December 9, 2024, they still hadn’t arrived.

I submitted an enquiry and was told the drink bottles were included in the delivery and that an investigation would be opened “if I say they weren’t received.” After following up again on December 16, I was informed that I’d be refunded because the bottles couldn’t be sent in time for Christmas.

Throughout this process, I kept being told the bottles had been shipped. However, the parcel contained clothing and was sent in a plastic post bag. When I asked if two personalised drink bottles (which could easily be damaged) would really be shipped that way, I received no response—just confirmation of a refund.

While I appreciate the refund, this doesn’t resolve the fact that I now can’t give my kids the personalised gifts I’d planned for Christmas. Extremely disappointed with this experience.

I made an order about a month ago. There has been no update I can’t get in touch with anyone. How is this company still in business? It was one cardigan the order doesn’t even appear to even have shipped yet I have no tracking number. It’s sad. I think I’ve just been robbed by a company for the first time. $40 gone

Cotton On NZ shipping literally sucks so bad. Their support team does nothing to help, and I can't seek help from the company they ship with unless I have my tracking number, which the one Cotton On gives is invalid. Horrible online services...

SCAM -

DO NOT BUY FROM THIS COMPANY.

Places an order. Never received items. Customer service number turned off phone lines after waiting over 1 hour on the phone for someone to answer. Virtual chat gave the same generic message without put through to an actual adviser.
I’m out of £20 and no items.

Customer support chat is a fk joke.
Chat always ended abruptly. I made an order but never received order confirmation through my email. I contacted them and they said they cant find my order in the system, and ask me to provide order number??? Are they dense that much and cant understand that I got no order confirmation...
Now Im trying to dispute the transaction with my bank.
Not gonna buy anything from them ever again.

They shipped a totally different item than ordered, refused to correct and hid behind their online "help" system. They even tried to tell me the order was correct after I showed them a photo and the item number. They are a fraud.

Completely shocked with the low TP rating as I have had a great experience from the UK site. Bought some Christmas gift & they arrived very quickly and the quality is fantastic. Was very nervous after ordering and seeing the reviews online but safe to say I’m glad I look the chance. Great products for a great price in the sale

Bought a zip jumper , was sent a hoodie spoke to customer service probated it and they then told me it wasn't wrong despite it being a jumper when I ordered a zip up hoodie . Never got the right item now stuck with two of the same hoodie

Harassment at Cotton On Ballito Junction Mall
My daughter purchased 3 dresses from Cotton On and was told that it was on promotion. She went back to return one dress and wad then told by the manager that actually she had ****** the one dress as it was not on the receipt. They took the dress away from her and made her leave the store but on her receipt it was clear that she had paid for 3 dresses. Wen she went back to complain the manager and other employees shouted at her...

I ordered a shirt on Instagram (a bit of a risk, I know), paid via PayPal and waited for delivery. It took two weeks and it was clear from the wrapping that it had come from China. It was disappointing on two counts: a) it was a different size to the one I ordered (far too small) and b) it had a washed out appearance quite different from the picture in the advertisement.

I contacted Cotton On requesting a refund and, to be fair, their response was same-day prompt. Their first offer was to send another shirt in the correct size if I pay £15 delivery and I could keep this one. I rejected this and asked for a refund. They explained they really didn't want the hassle of receiving an item back so offered me a 30% refund and I could keep the shirt.

I accepted that offer and gave the shirt to my wife whom it fitted quite well. The refund took a week to appear but appear it did. I considered this to be a reasonable outcome in the circumstances but was disappointed not to have the benefit of what appeared originally to be a smart-looking shirt.

Cotton On Rundle Mall. Always a great experience shopping here. The shop is always stocked well with ip to date trendy fashion at affordable prices. Their rewards programme is the best. As for the staff boys and girls are very helpful and friendly, the best in the Mall.

How can a big brand using such a crap logistic company. They are updated fake tracking record as they will skip my parcel and return to main office and asking me to go and collect, what would i arrange for deliver to doorstep in the first place then? Please get a decent logistic company, aramex support team is not responsive. I dont even know where is my parcel at now and i want it for my upcoming trip which is tomorrow.

My daughter and her boyfriend went to Cotton on in highpoint 2/10/24 and Were apparently Stealing (Called Lil Criminals)from the store workers they are Around 20-25 .This occurred at 2:00pm.First happend In the change rooms (Got called lil Criminals) Then The workers in the change room had followed them to the pay counter and Were still called thieves ,As this is an big issue to a lot of young people .This should not be tolerated at ALLL young people should be feeling safe to enter Stores without getting judged