Theiconic Reviews 

Shopped an item I have been wanting for months during a sale. It arrived in the wrong size. When I checked out my size was still in stock.
I reached out to customer service to request a resolution. They told me my size is out of stock so the only resolution they can offer is for me to send the item back as per their returns policy. Where did I ask for a return and not a resolution for the company’s error? Why is the company’s fault procedure the same as returns?
Do not shop here, there are so many brands that go out of their way to do RIGHT by customers and will not put you out of YOUR way because of THEIR mistake.
Was going to go iconic for holiday shopping, after this experience I’d avoid at all cost

I have been a customer for several years without issue but my last experience has been shocking. Placed an order a week later a label has been created by au post but they say they have not received the order- contact the iconic and get a bot, copy and paste response. 3 weeks has past and none of my emails have been answered??? no package no refund- please avoid at all costs

I am utterly disgusted with my recent experience with The Iconic. I ordered five kids' toys several weeks ago. Not only did my order arrive significantly delayed, but when it finally turned up, two of the items were missing.

Since then, I've been stuck in an endless loop of frustration with their incompetent online chat system. For the past three days, I’ve been going in circles, explaining the issue repeatedly, and requesting a refund for the missing items—only to be ignored.

I even provided photographic evidence of the contents of the package alongside the shipping label, clearly showing the weight of the items that did arrive. Despite this, my refund requests for the missing items have been blatantly disregarded.

This experience has been a nightmare. The Iconic has failed at every step—delayed delivery, incomplete shipment, and absolutely abysmal customer service. If you value your time, money, and sanity, I strongly advise shopping elsewhere.

How frustrating it is when you can get I. Contact with a real person!! I hate talking to computers they don’t solve the issue! Have a proper customer service centre, if you need to change an order before delivery we should have someone to speak to! This is so frustrating, I won’t be purchasing from this site ever again!

Great choice and website but payment method is so complicated. I don’t want to go to PayPal and add a card that doesn’t save just to pay for my order. Why make things so complicated.

“I ordered a few items a few days ago, and it seems like the order is either lost or stuck somewhere. The customer service is absolutely useless—no one ever replies or calls back. I’ve been demanding a refund, but it feels like I’m talking to a wall. This experience has been extremely frustrating, and I would not recommend this company to anyone.”

Absolute waste of my time. Purchased a bulk order for urgent Same day delivery. Paid the extra. The Iconic have blamed the shipping company who claim they never received the order. Customer service chat is a joke. Shop elsewhere people. Still not received and no tracking available. SCAMMERS!!!

I bought 9 pair of TH underwear and they all ripping off after not even 2 years of rotating 9 underwears. All customers should know what a s#!tty product is TI offering! I even noticed some holes on one product straight after the purchase but their team member said that because it is one of the 3 he can't do anything. Anyway I just warn people. Some of my older underwear last more than 5 year. Bad customer service and bad products quality.

I would give them a zero if I could.

I ordered one pair of sneakers, after weeks of chasing this I’m told they have been lost in transit. They offer a refund or a voucher and I order a second replacement pair.

The same thing has happened with the second pair, after weeks of me trying to contact NZ post and AU post I’m given no update. I’ve now just had a email from the Iconic saying I need to wait 3 months to see if they turn up. I’m given a complete brush off and “thanks for my patients”. I’ve never in my life had such awful customer service.

I’m currently online making a formal complaint to the AU commerce commission.

Don not order if you want your delivery fulfilled, and do not expect good customer service from Laine at the iconic.

I ordered a coffee mug. I accidentally went back and ordered it again. I had one plan to give to my grandson. The second one I mistakenly ordered and the company was contacted. I asked if I could return it and get a refund. They said they would get back in touch with me. I haven’t heard a word. I read all of these reviews and I sure wish I would have read them before I ordered the item. I think I will probably be stuck with a coffee mug that doesn’t pertain to anybody. Just my luck. Somebody to sue these bastards.

TERRIBLE CUSTOMER SERVICE

I placed an order with them last night and within 5 minutes (maybe less) , I contacted them to ask them to cancel my order as I needed to make some changes. I had no one to talk to but a bot but it said that it prioritizes cancellation requests. This korning I got a message from their team saying that my request was declined as they alreqdy packed my order. SERIOUSLY? I find that so hard to believe. Then I also got a message asking me to rate their service. I tried to use the link but it said I could no longer rate them as the ticket has already been closed. That is so effin convenient. They are using ZENDESK. With it, you can easily configure the system so it allows customer to rate you even afterba ticket was closed. Heck, it is so flexible that you can even ask fo customer rating for every interaction with a customer. Since they have set up their system in such a way that feedback is jo longer possibpe after a ticket was closed just shows that they dont care ajout getting feedback at all! Maybe because they know their service is terrible!

Terrible quality, the reason you seem to get good prices is because the items look like factory rejects. I bought airforces from here and had to buy new ones then return THREE SEPERATE TIMES because they were all defective, had creases, were poorly shipped or looked like they had been sitting on a shelf for a month with something heavy on them. HORRENDOUS service, don't take accountability for anything, just automated responses and nothing to fix the issue. I would avoid this website like the plague had i know how terrible it is. They stuffed me around for over a month and still are to this day. Better off paying even a slight fraction of the price more just to have peace of mind that you are getting something that is quality.

The iconic used to be good, especially with communicating with you. Now to can even get a message from anyone, you send a message and they send automated replies and don't answer your questions, even when you have asked a few times.
Worst service now, having issues with them not refunded me for my return and they won't answer my questions.

Order no.2255462362
Stealing my money by not processing refund on an item that I sent back and was delivered to them ages ago!! They say free return but will charge you to have the return label printed.
Confusing sizing guide, didn’t help at all.
Terrible (zero) customer service. Not even a chatbot to answer my messages.

I’m sending back the rest of my order, because I won’t put up with this level of deception from a renowned shopping platform. My friends and family will hear about this experience and be advised to stay away from The Iconic.

DO AVOID AT ALL COSTS!

I purchased pair of shoes sent wrong size sent back same day as i picked them up. Did not have my size i want refund but its like pulling teeth. Just give me back my money so i never have to shop with you again.

New Zealand buyers beware, the price hikes up across screens to allow for shipping, but it's not stated as shipping, the item price goes up. Latest item I looked at purchasing jumped up more than $20 AUD and if you're not paying attention you think it's free shipping. Otherwise great variety and lots of specials, but as others have said do check the retailers retailer in case it's more cost effective to buy direct.

never refunded shipping fee even thought everything i ordered was cancelled by them due to their error

Still waiting for a reply. I emailed customer service as the chat box wasnt working and nothing. I understand my item was "non returnable" however it arrived damaged 😭

Awful. Would not purchase here again. Missed out on a pair of shoes I wanted. They sent out two left shoes and wouldn’t replace with a right as of course they were sold out.

Sent me a defective jumper and now want me to wait 10-15 days for a replacement. I paid express shipping as wanted to wear it to an event.

Prior to this over the past few months they sent me defective shoes and broken designer sunglasses… all to which I’ve had to go out of my way to post back and wait for a resolution.
There has been more issues previously as well.

They clearly have poor quality control and poor customer service it seems. Do better and I will await a resolution ASAP.