Country Road Avis 79

Poor customer service via ‘SMS’ help line when issues with CR app payment system occurred over weekend.

No wonder why they have such low rating

The lady in the cbd store was literally trying to ignore that i was there today. They do NOT care.

A shocking customer service for what is supposed to be a quality brand. Paid full price for winter pants, faulty. After live chat and then email, given case number, and a week later still nothing. NO ONE to speak to and they ignore emails. Have had to take to a store, get repaired, and go back to collect (still waiting) Terrible and disappointing.

Absolutely terrible customer service! They only respond via txt message! I put an order in and got told due to high demand the order was cancelled but they still took my money! So frustrating! I got told to place another order and then they will partially refund my money? There is no number to call anymore. I am so disappointed and have been shopping at country road for many years but never again after this!

My item never shipped, I had to request a cancelation and refund which I am not even sure is accepted. Country Road need to improve their system to include updates for customers. A month of "order being fulfilled" is ridiculous. If you don't have an item, it's fine, just advise your customer and issue a refund and apology instead of leaving them hanging.

I purchased a top online through Trenery. There was a sale on it was less 25%. They took my money but the order did not go through. I could not see the order when I logged on. When they finally said they’d give me a refund I insisted that I still wanted the top and to continue with the purchase, but they refused and advised a refund would be processed. A month later I have purchased a top again because I like it but still not have got the refund after a month. I have contacted
Country Road group office and they are not interested. Where are we supposed to go for help?

ANOTHER poor experience with Country Road to join the numerous others on Trustpilot. The live chat/sms customer service repeatedly lied to me when I requested their email address, telling me twice that 'Live Chat & SMS only (no public email)per our contact page." They changed their story only AFTER I found their emails which are all @countryroad.com.au with various beginnings such as customerservice for customer service, online, reception for
head office and helen.wright for their brand manager directly but dont expect any action or response from their receptionist there either.
The Customer service staff via email then refused to provide me with their customer service phone number!! They hardly welcome contact with their customers!
Their phone numbers are 1800 801 911 (AUS) & 0800 105 655 (NZ) and head office (03) 8509 4200 not that customers can get through to them on the 1800 numbers.

So after over 20 texts and 3 emails to their head office reception, I called their head office on 03 8509 4200 where the receptionist talked over me, cut me off and hung up on me - hardly the professional response expected from a supposed high end brand!!! The head office is also the H.O. for Witchery which is another brand along with Mimico, Politix, Trenery that Woolworths Holdings own so more price gouging from the corporate giant!!

After a further 20 plus more emails to their customer service, AND emailing their Brand Chief Helen Wright directly Country Road remained berligerant, disinterested, actively blocking contact and continue to breach Australian Consumer Law by refusing to supply the item I purchased on sale that is in stock at the non sale price- after they confirmed the order, took payment, then cancelled the order so they can sell it at the higher non sale price!!!
They've lost ANOTHER loyal customer, not just Country Road but Witchery, Mimico, Politix etc. I am only shopping with their compeditors from now on.

I had 2 in date loyalty vouchers which I wanted to redeem on a recent instore purchase. Once paid, I checked the receipt and only 1 was applied. The staff at CR claim only 1 could be seen on their system despite me showing them the 2 on the app. CR staff claimed other customers had been experiencing the same problem throughout the day and to contact customer service. Customer seems have reissued the voucher, as it disappeared the evening of my purchase-luckily I’d taken a screenshot as proof. The problem being, I can’t redeem it on the purchase made but instead now need to make another purchase to benefit from it. A system error that benefits the store, wanting me to now make another purchase to redeem the voucher…NO THANKS, that’s not happening, goodbye voucher + goodbye loyal customer!

Worst phone communication.
The stores never answer the phone.It is really frustrating especially when you spend 1000 of dollars at this store

Ordered shorts which I regularly order as they well priced but the colour fades pretty quickly so dont last a whole summer but I just order another pair. Ordered two pairs on the 29th January 2026 and got a confirmation email saying will take between 3-5 business days and which address they were going to which was our address and a tracking number if I needed it. On the 9th February 2026 I contacted customer service asking where my order was as I had only recieved one email saying my order had been recieved - normally you get an email when shipped and delivered. The tracking number provided in the email was invalid so that was useless. I was issued a case number on the 9th February. On the 11th February I contacted them for an update but there was no update - contacted them on the 12th and 13th February saying it obviously hadn't shipped and I could I just get a refund as would just buy some shorts from a physical shop - they wouldnt agree to this. On the 16th February 2026 still no shorts and no update so I said to customer service I was going to lodge a refund request via my credit card company as this was ridiculous - well of a sudden things started moving as that would mean Country Road would have to pay an extra fee. He gave me a completely new tracking number and said it had been delivered. On checking the tracking number it showed they had attempted delivery - left a card and sent to the local post shop. Went to the post shop to collect and even though I had put the correct address on the order and on the confirmation email I recieved they had put the wrong address. So they sent to wrong address and given me wrong tracking number and then I had to spend over a week of my time with their CS team trying to resolve. In the meantime I had bought two new pairs of shorts elsewhere. Got an email response from CS which was pitiful - AI probably wrote it. Whilst my account doesnt show many purchases my wifes account might have triggered them to treat me a bit better. Anyway our family will never use this company again and will tell anyone who listens not to use them either - just another typical Aussie company rorting Kiwis - moral of the story support local - I have learnt my lesson. My first ever review post on the WWW as well !

Comes across as a professional company but total opposite. Poorly rated due to courier issues and reviews on their website only allows positive ones.
Having lived in Europe for a number of years and spoilt with the extensive range of clothing companies, decided to try Country Road. Overall found them more on par with Next and Gap in quality but higher prices.
I ordered four items mid November and hoped they would arrive before the end of the month. Issue was four different couriers from four different branches with no means to change the order or couriers. Highly inefficient and not environmentally friendly either.
Fast forward and two arrived aftet two weeks of ordering and the last two were 4 weeks from ordering. Totally disappointing to have to wait for four different orders arriving on four different days.
Packaging was also OTT - a small cap came in a large box with wasteful amounts of bubble wrap.
Country Road sent me an email to review the experience of each order. Each review was portrayed honestly of around 5 lines with one line mentioning the courier issue. Each came back from CR that I needed to focus less on the delivery and more on the product. Cut it back even more and surprise, surprise none of the reviews with 2 or 3 out of 5 were published as CR don’t want the negativity on their website!
Needless to say found the whole experience deflating with average product quality, high prices, poor delivery service and packaging.
Cannot recommend.

like all fashion labels now every time I buy something to replace an older version, which was a firm favourite I'm looking to see where they have made cost cuts and reduced quality. never disappointed. I have no issue with their online orders very fast service. no complaints. my general beef is with the removal of things that make the clothes good quality. for example the v neck t-shirt was a favourite over the years had many in different colours, just ordered replacements and noticed the difference - in my older t shirts there was a curved additional layer of fabric, in the back where the tags are. gone. It's not the same but the price is the same. I'm not buying clothes any more the fabric is getting thinner and thinner in all labels, and the cut is ridiculous. I'd rather they stop giving to causes and put the money back into the quality.

They have not refunded a returned item
Absolute silence from customer service It’s non existent Im over a $100 out of pocket Be aware that if you buy from Trenery it’s the same company Had problems a few years ago Never again
Im thinking of reporting this company to the commerce commission they should not be allowed to sell online

Terrible customer service for an Australian clothing company. Ordered and paid for a dress in November for Xmas which never came.
After chasing this up of the past 12 weeks I am finally getting a refund allegedly which will take another 2-5 days.

So I will NEVER order from this company again.

Honestly I was so disappointed/upset when An Embroidered Heritage Tote bag I had ordered (amongst heaps of other items for gifts) on my Granddaughter opening Christmas Day still had SECURITY TAG ATTACHED. We have no Country Road outlet near & very upsetting..My Granddaughter was devasted she couldn’t take on her holiday! NOT IMPRESSED AT ALL

Just as the review below, promises of delivery before Xmas then receive email to say delivery probably early to mid January.
Then communicated to one of their bots online that had no idea cancelled my order not on request.
Just amateurs and will never purchase CR again!

If I could give zero stars, I absolutely would.
I attempted a gift exchange at the Botany Town Centre store on 2 December. Staff were unclear on their own returns policy, tried to charge extra for like for like or lower value exchanges. One item exchanged without issue, making the experience inconsistent and confusing. I formally emailed a complaint to the team and followed up multiple times via email and social media. I only received a case number after my third follow up at 2 weeks, and it has now been over 3 weeks with no resolution. Poor customer service, communication and lack of policy
knowledge.
Really expected better from the Country Road Brand

I ordered from CR at the start of December and my order, a Christmas gift, still hasn’t been dispatched.

When I followed up, I was told they understood it was important because it was a Christmas gift and that it would be prioritised. I waited, but never received a tracking number, only an email advising the delivery date had been further pushed to 4/1/2026!

I followed up again via their SMS service and received no response. Two days before Christmas, I contacted them for a third time and was told the order still had not been dispatched and that the matter had been referred to a case manager.

At that point it became clear I was dealing with a dodgy, offshore chat centre with staff trained to lie, deflect and reassure, but not to resolve issues, while the company continues to hold your money.

Taking orders weeks ahead of Christmas, which are clearly Christmas gifts, and failing to dispatch them, while deliberately misleading customers who inquire is beyond unacceptable.

I knew that Country Road had declined as a reputable retailer, but I didn’t realise just how far until now.

Not sure about others. I absolutely love all their products as well as ordering through their webstore.

Forget about buying online with CR - you'll most likely not receive your item, or only partially then spend WAY TOO MUCH TIME communicating with their hopeless online "customer service" trying to locate your order. They don't give a rats about their customers!!