Country Road Avis 

Whilst in store I have no issue to get in contact with customer service is impossible.
There is no phone to speak to someone and the text messaging service is so slow it would be faster to send a letter with Australia post.
It took 6 days to get a response which is ridiculous.

The Live Chat AI named Jane is completely unhelpful—just like the one on the 1300 number, which is actually the same AI used by David Jones under a different name. It’s incredibly frustrating trying to reach the store.
I'm very dissatisfied with both experiences.
I waited 20 minutes trying to contact the Country Road store at Ringwood Eastland, called four times, and had to start over each time.
Having a real person answer the phone would make all the difference. The AI is useless—you simply can’t get through to anyone with it in place.

Don’t do it!!! Terrible online business.. never get what your order, items are different to the image they have online, I tried to return to a store within there returns policy and apparently the online information is incorrect. The poor employee at the southern cross store has been complaining to head office for 3months and they still haven’t removed the store. No respect for people’s time.. very poor customer experience

I purchased the Australian Cotton Heritage Zip Canvas Tote in a Navy colour as it is a beautifully designed bag on the outside, but it is not functional or practical. I was shocked that there is not a single internal compartment, not even a small pocket for keys. How can they charge $79.95 for some fabric with handles, without a single compartment! I am constantly searching for things inside the bag! Please redesign this bag with at least 1-2 internal side pockets as it is a great looking large bag but it is not functional at all. There is only 1 small pocket on the outside with no zip so I'm too afraid to use it as the items would just fall out.

I was hoping to shop more with them as their stuff on sale is pretty good value and good quality, but no I would NEVER shop there again. This website is a scam. The "customer service" at Country Road Warehouse is appalling, rude and dishonest. They charged me twice for a purchase & getting them to fix it was more trouble that it was worth, I gave up. There is no phone number to call & when the staff can't fix your problem they just "end chat" & block you.

I have tried to like this online store. However - they are / it is fairly rubbish. The customer service is very poor, the returns policy is below industry standards and the quality of their merchandise is crap. The
REGULAR FIT ORGANICALLY GROWN LINEN SHIRT that I purchased is not pink, is substandard linen, has shrunk, become distorted and no longer fits. It is basically ready for the bin after 5 wears. I would recommend not shopping here.

The staff members at Country Road in Westfield Woden were very lovely. Especially Siobhan. She offered to nicely wrap the items I bought for gifts. Everyone in the shop are friendly and polite. Knowledgeable of the products.

Country Road pants not a true size and a quality went down

Terrible CX and (lack of) support. Ordered before christmas cut-off 3 towels. 1x towel was dispatched and arrived, the other 2x towels had the order split.
Towels are instock in-store (confirmed with support). No guarantee if my online order would arrive before christmas. I went instore to purchase the remaining items (resulting in an additional financial outlay).
I contact support to cancel the order and request a refund given I will be out of country and not meet their returns policy to which they confirmed they couldn't cancel the order (even though it has no shipping information attached to it for over 8 days). I then asked about my return, to which they said, they can't guarantee a return when I get back from my overseas trip...what am I meant to do? I'm trapped by CR.

Ordered a polo for Christmas online , I was charged on my credit card next day . A few hours later I’ve received an email from them saying” sorry we unable to treat your order” . Tried to contact them, the only way is by “ chat” , and the answer was “ you can have a refund in 3-5 business days “!!!! Really??? That called stealing my money for a week . If , indeed I’ll have my money back then.
Never ever buy anything from them in the future. And we criticise Chinese companies!

I recently purchased a shirt from Country Road store in Sydney . It was made of 16% silk and 84% linen. A very delicate piece. After 2 wears and 2 handwashes I was wearing the shirt and lifted a small light table from the floor at home and the fabrics totally shredded under both arms for a length of about 15 cms. All the seams were French reinforced seams, so did not allow much give. I went to online Country Road customer service and chat line said I had to take it to a nearby store for assessment. I could not ring a store or customer service as I was back home in Brisbane.
I purchased the shirt in September 2024 and returned it to Indooroopilly store at Country Road with Visa card receipt on 2 November 2024. After explaining what had happened and complaining it may be faulty fabric, 2 other supervisors examined the shirt and took 10 minutes for a supervisor to talk to me. She insisted that the shirt had been compromised by machine washing and placed in a dryer judging by the state of it. She asked if I had hand washed it? I replied “yes and I don’t have a dryer!” She did not believe me and insisted that the shirt fabric had been compromised, virtually calling me a liar. After several minutes of her accusing me of not hand washing the shirt and refused to make any offer of replacement, refund or credit. She stated that she would not do anything because she did not believe me. I asked to speak with a manager and she informed me that no manager is on until the next day. I asked for her name and phone number. Country Road does no give out store numbers. The customer has to return to the store. A very frustrated customer indeed. Very poor customer service.
I took my shirt then to the Brisbane city store and had a totally different experience by the young girl. She immediately apologised for my shirt, asked me if I was a loyalty member and looked my purchase up in the register. Identified the sale in Sydney store. Then asked me if I wanted a refund or credit? No questioning or arguing as to how I washed the shirt. I totally complimented her on her service. She was a breath of fresh air in retail and continued to apologise for the mishap. Country Road should train their staff in better customer service and reward staff who make a positive impact on their customers.

Purchased from this store for years, positive for them it’s never had a problem until now.

Negative for them is ordered girls black leggings, normally $19.95 each. Received with sale tags for $9.95.

Requested a refund but they can’t do this without a photo. Explained the tag to a tee and additionally website supports sale price.

Looks like they are good until something not right, then willing to lose a customer over $20.

3 times in my life this had occurred with companies, first one not to honour their own price.

CR advertise free shipping when you spend over $100 online but I found when you go to order over this amount the shipping charge is still added so I contacted customer service about this and all they could say is they are having technical issues and go ahead and order then contact them after dispatch and they will issue a refund for the shipping amount. I actually find this a bit unprofessional and would not trust this method so I abandoned order.

We use their mens polos as part of our uniform, they are rarely in stock and customer service can’t tell you if or when they’ll be restocked and don't ever offer to findout or notify. Despite wanting to order 30-50 at a time they dont seem to be interested in the business and just tell me to sign up to their newsletter to find out about restock - except the newsletter doesn't actually tell you this and there is no ‘notify me when back in stock’ buttons. I have finally got the team to agree to a new supplier.

On 18/2/24 I ordered online the Alfie Leather Dog Waste Bag to match the lead I had bought. On receiving my Mastercard statement I noted it was charged twice ($59.90 with delivery) on the same day. I only received 1. I emailed Country Road on 22/3/24 about this and have had no reply 13 days later. I have now reported it to my credit card company.

I bought some 16 piece x 4 sets of beautiful cutlery 5 months ago which indicated they were dishwasher proof, unfortunately several pieces lost their patina.
I emailed customer service and they asked for me to take them to my nearest store who would refund or replace. I was served by Eliza in Brighton Vic, she offered to do the above, I love them and decided to replace 1 set. Eliza was patient, kind and helpful. I couldn’t be happier with the options given and the courtesy given.

Did some shopping on line about a month ago and still haven't received my order have been emailing them about it and they get back to will the same excuse so I email them again and they are now trying to say that it has been delivered mind on my tracker app it was saying that it got sent back to the Warehouse because customs didn't approve it and now I can't find it when I put in the tracking number

Recently made an order online. They had a great special on. Ordering was easy, communication was great and received our items quite fast. Would buy from again!

Ordered an expensive bag from their online store. It arrived damaged as it was packed in a thin plastic bag that offered little protection. Tried using their virtual assistant on their web page and supplied images but got no reply. Tried emailing and got no reply. Called their customer service line and was left on hold for quarter of an hour. Eventually got through to someone who was going to palm me off for them to 'review' my case. Eventually got them to give a refund. The bag was clearly of very poor quality, made of thin leather-like material that was easily torn. I would not buy their bags again, even if their customer service wasn't poor

The shirt rums really massive . Even washedd it in hot water to try a shrink it no luck. Should have sent it back but thats painful experience. The shirt is see through so needs a cammi under it. I bought a medium. Now i have to take it yo a dress maker to attempt to get it to fit me instead of swimming in it.Really boxy look to the shirt horrible