Country Road Avis 

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!!

I tried to purchase a garment on the Country Road website and it was a nightmare. It kept saying I had an account - I don't. When I tried to login I couldn't. When I tried to open a new account that didn't work either. So I bought another garment from another online outlet. I don't recommend Country Road online shopping.

I absolutely love CR stores and always receive great service in person. However, my experience with online ordering and customer support has been extremely disappointing. There is no phone number to call, and my concerns were completely dismissed.

I placed an order, received a notification that it was on the way, and then another saying it would arrive that day. Only after contacting customer service did I learn that they only had a manifest with my order, and all they offered was a refund. No explanation, no effort to resolve the issue. I even sent screenshots as evidence of what I had said.

Terrible, terrible, terrible experience. Worst customer service I have ever experienced.

Manager finally contacts me. Tells me I was rude to their call centre, when I certainly was not... I have all the correspondence between us and not rude in anyway .. direct and honest yes and annoyed and called them out on poor customer service but not rude... On the other hand they were rude. Manager basically told me shop elsewhere, they don't want my custom and refused to give me further details as requested to escalate my complaint... I definitely now will never go back to any of their brands, she obviously has no management resolving skills , in fact she was rude in her response. Lost a customer who spends well over 15-20k a year across all brands. Their loss not mine .. plenty of better customer service stores elsewhere, which for the record country road I have NEVER had any issues with .... Bad customer service all round

The Country Road webpage stated if i bought the blk circular placemat - it was a set of x4 - so when I ordered I bought 2 x sets = 8 placemats. order confirmed - then I had only x 2 placemats turn up not x8. I emailed customer service - they just said - it was wrongly described! now they have no more and I ahve x 2 useless placemats!

I've worn Country Road clothing since I can remember so I never thought I'd be in the position of writing a negative review. Sadly their online shopping experience is awful. My latest experience is ordering an urgent click and collect "ready within 8 business hours", not hearing anything from them after 12 business hours, trying to phone but getting a voice message to say that to enhance customer experience they no longer answer the phone but use online chat, then getting someone who had no idea what had happened to my order. When I suggested he phone the designated collection store, he advised that they can't even phone the store themselves. So I've now I've paid for items, I haven't got the items, CR have no idea where the items are or when they might be ready, and no way of finding out. Yep that enhances the customer experience alright.

I understand why Country Road is doing so badly, it’s their customer service. It is absolutely shocking. You try to find a product online and if it says check in store only, but you can’t call a store to check, they don’t allow you call stores anymore. I then tried the chat function online and it was time consuming and the girl was terrible, she said I could call David Jones as they had a phone number and when I got through told they didn’t have what I wanted in stock even though the chat person is telling me they do. Well they just lost a sale. What a waste of time I will shop elsewhere

Online order arrived and the trousers were packed loosely so when sealed the hem was caught up in the sealing of the bag. I was taking so much care with scissors to cut open the bag at the very top but the hem was snipped in the process. Surely more care can be taken instead of just shoving the item in bags!

As of late the deliveries have been shocking with standard whereas they used to use Startrack they now use standard slower delivery.
Customer service not very helpful it takes several days to even get the order shipped now, too.
Website says they have sizes or stock in and then a week later they send message saying ‘stock unavailable’ so never receive it. Check the website to see the same ‘unavailable’ item still there on the website. Takes forever to get a refund and then if they can’t it takes several emails and days to get a phone call you don’t know when is coming and if you miss too bad wait several more days for the same thing to happen. Cannot even phone them back you just have to wait.
Overall, as a silver member I will not shop there again for more than one or so things. Definitely NEVER in the outlet store (Although the issues have been with the regular country Road store).

Terrible online service - stores can't contact each other, we can't contact stores, Head Office can't help, none of the phone numbers work any more and the live chat has incorrect information and can't contact the stores to verify the information.
Yesterday I tried to use the online chat and no one replied. I called Head Office and they could not help either. So today I went into the Camberwell store so they could look up stock online and they told me Highpoint had 2 of the items in my size, but they could not call to check the Highpoint store to confirm they had the items, they could only email them and ask them to call me. They did not call. I went onto the website and contacted the online chat to confirm the stock and to ask them to check with the Highpoint store. They also said that the store had the 2 items, but they could not contact the store to confirm. So tonight I drove 45 minutes to the store to buy the item and the lady in the store said they didn't have the items and they were probably stolen. So I drove 45 minutes to get home. WHAT IS GOING ON? I have never had such terrible service from ANY store, ever. This is Country Road. You guys will go out of business if you make it this hard for customers.

Every order I have placed has required multiple contacts with customer service and complete dissatisfaction with the outcome. Orders will not be shipped within 3-5 days! I have waited weeks with nothing shipped and my orders ‘being fulfilled’ as the status. When requesting the order cancellation they decline. I can see why CR are going to fold if their staff are anything to go by. Even their CEO has abandoned ship!

Horrible don't reply deleted there phone number and refund orders to half the world

Country Road advertised a 40% off sale ending on May 25 at 11:59pm however decided to cancel their sale halfway during the promotional period. I logged onto their website at 3pm on Sunday May 25 to place an order however a pop up message advised the sale was no longer available due to "incredible demand".

The sale was meant to be online only however heard from others that it was available if you mentioned it in-store.

Country Road, why the backflip? Did you run out of stock?

The promotional details were as follows:
Country Road Group are extending an exclusive offer of 40 per cent off all Country Road Group brands – Country Road, Mimco, POLITIX, Trenery and Witchery to corporate partners from Thursday 22 May to Sunday 25 May. To access the promotion, simply enter the following promotional code CRGPartner40 at checkout to enjoy the discount on online purchases.
Please note the following terms and conditions apply:
• This offer is not available in conjunction with any other promotion currently available.
• This promotion code is not available in-store and is only redeemable for online purchases within the promotional period (9:00am Thursday 22 May to 11:59pm Sunday 25 May).
• When applied at checkout, the code will give you access to 40 per cent off full-price items for the brand specified (some product exclusions apply - see details here).
• The offer does not apply to the purchase of gift cards.
• Click and collect, same day delivery, gift wrapping and any other current promotions are not available in conjunction with this offer. Any orders selecting these options will regrettably be cancelled.
• This offer is only available for online purchases in Australia and New Zealand.
Thank you for your continued partnership and we hope you enjoy the promotion!

Advertised a 40% OFF Country Road Group promotion for family and friends which was due to end 25/5/25. The coupon worked and as I checked out I got a pop up at 3.15pm AEST stating 'promotion is now over'. Hugely disappointing considering I am a high value customer and have spent thousands over the years. Contacted customer support twice via chat who said that the promotion was oversubscribed and they needed to end it early. Seeking advice from ACCC as this is illegal. Awaiting a response from management.

Take ages arrived ..