Cotton On Reviews

By far the worst return policy I've ever experienced especially during Covid when all of their fitting rooms are closed. Bought something missing the tag, they rung it up no problem, however when I went to return them I was unable to do so because they didn't write on the item that there wasn't a tag. I was unable to return, to get in store credit, or to even just exchange the size. I was treated extremely poor. I should have not been sold the item if there wasn't a tag with them knowing I wouldn't be able to return or exchange the item. If they are going to close their fitting rooms you should at least be able to exchange an item for a different size no matter what.

I never put reviews on things but was shocked to see how low the reviews on were here so I had to! Cotton on is a mainly Aussie/NZ brand that sells genuinely good clothing. Ive shopped here for 5+ years since I live in NZ so its always been around. Now I shop in store and online, never had a problem with clothing, quality and customer service on emails is amazing for any help. cotton.on is legit and trustworthy!

I bought from CottonOn because I have a friend who said their clothes are pretty decent for the price. I didn't have high expectations. I ordered 9 things and kept 2 of them, so I returned 7 items.

1. PLEASE BE CAREFUL AND DON'T MAKE THE SAME MISTAKE I DID! If you're a USA customer, make sure you go on their website and generate a return label. If it doesn't work, make sure it's on the US website otherwise it'll tell you that your order doesn't exist.

2. AGAIN: PLEASE BE CAREFUL AND DON'T MAKE THE SAME MISTAKE I DID! DO NOT use the shipping label that came in your package. I mistakenly thought it was a return label so I stuck it on and sent it off. Luckily, USPS returned the package to me and that was when I realized it was just a duplicate of the shipping label they used to send me my items. Why would they leave a duplicate of the shipping label in my package? It's confusing and misleading!

3. Their returns are extremely complicated especially for US customers. The return was free however, I paid with Paypal. I live in New York City where tax isn't charged on articles of clothing less than $120 or so. I was charged for my order but I decided to let it go since it wasn't worth fighting for a minuscule amount of dollars.

4. However, I paid with Paypal and Cotton On processed my return but now they're asking me to fill out this complicated form via email citing they need all the info including my bank account and routing number amongst others things I have no idea about. Do they not have this info on file? I paid with Paypal and not a bank account and I refuse to give them this info. If this info is somehow shared or leaked, anyone could just take money out of the account and you have to go through the headache to file stolen money through your bank.

5. Since I kept some of the items, I don't know exactly how to calculate the refund. It's crazy that the email they sent me, asked me to input a refund amount. How the heck am I supposed to know? How do I clearly calculate the discounts they gave me and the tax they charged me? This shouldn't be the customer's responsibility. I'm shocked this isn't automated.

6. When you're generating the return label on their website, make sure you use the ORDER number and not the "transaction" number. They sent me email confirmations saying my order number is this this and that. But then I punched the code into the return label generator, it said it was incorrect. One email shows "order number" as a bunch of digits without a "W" on the front. Another email shows an "order number" with a "W" on the front and totally different digits. Extremely confusing.

I liked the items a lot. They're not pricy and the quality is decent enough to me. I had to return a lot of items since the sizing was larger. I didn't expect biker shorts in size US 4 (small) would be so large since that's my usual size. That's no problem with me and I have no issue reordering my right size, however the hassle they're putting me through right now makes me wish I didn't have to return a single thing to them.

Terrible customer service.

I had a very poor experience with this company. My review was as follows:
"Confusing product title had me thinking there were 3 in a packet when in fact there is only 1. Mask was okay rated N90 missing from item description. Received email asking me to review at 12.29am in the middle of the night...."
They then sent me an email informing me that "Your review has been moderated" & "Our staff has read your review and values your contribution even though it did not meet all our website guidelines."
It looks like they are using "Bazaarvoice Authentic Reviews Trust Mark" to remove reviews.

I had made an online purchase and after purchasing I realize I selected the wrong size for the shoes, order was just in "Progess" and I reached out to customer service ASAP regarding this matter and asked if they could just change the sizing for me. He/she said they cannot amend the order and I would have to cancel my whole order and repurchase everything again and if that was the case a few items in my bag are sold out and it's not guaranteed I would get the same items (never heard this in my life!) now, I'm just waiting for my child's shoes to arrive just so I can send them back for a refund. This is upsetting for sure!

I order a baja hoodie xxl and paid 2 day shipping, finally after 4 days the wrong item comes in a cheap looking button up shirt, so i send a email and was told the correct item would be sent, low and behold another wrong item comes in today, i have never experienced anything like this before, total unprofessional

My daughter placed an order on November 26, 2020. It is now January 09, 2021, and she’s still waiting for her order. We reached out to Cotton-on multiple times and were told her order is about to ship. We are also told delays are Covid related. ????.

This company has ok clothes but if you want to return anything don't hold your breath. They purposely give you a wrong return code

No way are you allowed to speak to a human over the phone. I've had issues with my orders and I was able to chat with someone but, it was like 5 minutes between responses.
I would not recommend using this company as its based in Australia.
I was trying to track my orders and it was look on my order sheet. What?

The crappiest service ever received. No number to call, employees leave the chat so they dont have to deal with you. Ordered personalised items and they got delivered to a random address. Some items didnt turn up anywhere. When i asked them to help they said to provide pictures of items received and thought i was lying about not receiving them. Wouldnt give me a refund even though the items were out of stock as they said it might turn up. Had to go through 4 different employees to finally get a refund. Absolutely shocking, never buying from them again.

Love the clothing, however, I was highly disappointed with my service at the Tysons's Corner, Virginia storefront location. I recently purchased several items from this store Saturday, 10/3 but unfortunately some of the items did not fit so I went back Monday to request an exchange. Additionally, I purchased 3 masks under the current promotion (3 masks for 15 bucks) Saturday, but noticed once I got home, I only had 2 masks in my bag. During the exchange I explained what happened to the cashier, (Stephanie who was extremely pleasant), and she mentioned that the associate that rang us up Saturday was in store and could verify my claim because I guess the receipt was not enough. While waiting, another rep came over and said "It's not that we don't believe you, it's just we have to make sure" which made me even more upset because I didn’t really understand why she felt the need to say that given she had nothing to do with the situation. Shortly after the cashier (Gustavo) arrived and explained that he placed all three masks in the bag and proceeded to explain his recollection of what happened. I mentioned we only saw 2 masks in the bag, and he proceeded to interrupt me by saying "well I placed all three in the bag". Since the conversation seemed to be going in the direction of an argument, I decided to just let it go. Highly upset and disappointed because we received no resolve and felt like we were on trial about a 5-dollar mask, we decided to accept a full refund for the items we planned to exchange instead. In all, I really like Cotton-on but the service just doesn’t match the apparel so I'll take my business to other stores and companies where I'm valued as a customer and situations like these are handled with professionalism and tack.