Theiconic Avis 478

Terrible customer service. Delay delivery. unreliant agent, has to message multiple times but no reaolution. Buy at your own risk

Weird and misleading information about promotions, manipulative about email subscription, then being forced to download the app, to get a promotion that is not applicable.
My order went through without the usual card verification, which didn't allow me to double-check before paying.
And then, an AI chatbot, leading to an unhelpful person refusing to cancel an order literally 1 minute after ordering by mistake!!!

Is that the brand image and customer experience you want to provide? That's your idea of a good world?

Beware they change the price!
I put 2 items which were on sale into the basket, and when i came back to them 2 hours later, the price had completely changed. Same currency - just try to get more out of you when you're not looking basically.

If you order most things they are apparently from marketplace and you cant amend or cancel or redirect parcels at all. Incredibly frustrating and difficult

Everything I've bought from this site is either extremely low quality or broken. Although at no point is this stated on the website - Also sneakily there is no ability to leave feedback or a review of any of these items on the website to warn other people. This is the fifth time I have been forced to return the items I've bought because they are either poor quality (broken seams or poor quality material) or broken clasps, dirty as though the bag has been used for a long time. I made the mistake of using a voucher to get it and so any returns is only giving me store credit, thus I need to go through even more BS of receiving things, getting store credit and trying to find another laptop bag. I would not be giving them any more money if I had a choice in it.

After 5 attempts to buy a laptop bag, I have no way to warn others of this. The Iconic has simply added the faulty items to be recirculated so that some other poor sucker will buy it and if they are desperate or don't have time, they will keep the item, despite it being broken. A disgraceful and scammy online store I highly recommend you give it a miss! The most recent bag I purchased was a Cobb and Co. Kemp leather laptop bag. How it looks on the website versus how it looks in real life is truly shocking.

Purchased a Moto Majority turntable through Iconic which failed to operate after 1 use. Contacted The Iconic with details of the purchase and have heard nothing.
So much for caring customer service.
Order number2695913582

My golly gosh, what uncomfortable shoes I bought.

I would give zero stars if I could. It's been 2 weeks that I'm waiting for a refund to be issued (delivery of my return was already confirmed) and customer service is shocking.
Used to buy on the Iconic often and never had an issue till, approximately 2 years ago, they misplaced a parcel I had returned (the return had been confirmed as well), of the value of approximately $800 and they were refusing to issue a refund because the items couldn't be located. Took me a while, and thanks to my partner being a lawyer, to get those money back. Stopped using them and now, after so long decided to give them another chance and gosh was I wrong?! Once I get my money back I will most certainly delete my account and never use them again. Be aware people, this company is definitely going downhill.

Soooooo frustrated !!!
Was such a loyal customer from the get go but will never use them again after such an appalling response to a birthday reward that was supposed to be available on my account. I messaged so many avenues to be able to get help in applying this so called voucher to my order and just completely got the run around and ridiculous responses that were not helpful and therefore I couldn’t complete my order. From this, I will never use them again!!

I ordered all white shoes in a size 11. Somehow get size 9.5 in all black sent to me. Now I pay the price having drive out of way to the post office 20 minutes away, I work 6am-7am to 5pm everyday and work most Saturdays making it difficult to return the item and picking up their slack. Should have went to the shops

Terrible customer service. You are chatting with a robot. What kind of company is this.telephone numbers are hidden? Will never shop at iconic ever again there are so many other websites to shop from.

Purchases a bag, paid for it, sent thr incorrect bag.
Contacted customer servise told to exhange, submitted the exchange, sent the same incorrct bag!
Then I contacted again to be told the bag im after is "sold out" however gone on their app, bag still advertised for sale, but rather then being $49 its $119.
They are refusing to honour my purchase. Maybe it was marked down in error? But regardless i paid for it at that price I should be sent the item.
They have now lost a customer of over 10 years.

The worst customer service I have ever received. I ordered a christmas present, it arrived and was the wrong colour I returned it to exchange for the correct colour received the product again and they gave me the wrong item again. I returned the product again to get the correct colour, it has been 4 weeks and have not heard anything from them. No correct item returned to me and no answer to any of my messages.

The order was a christmas gift to my spouse it was smaller so i contacted iconic and said i can return it and asked for a refund they got back to me saying it was refunded i never received the refund as the account was closed before even returning the item i contacted the bank and nank said refunds to a closed account is sent back to the sender which means it reverted back to them while iconics customer service is saying payment system only allows us to "reverse" a payment to the credit card used in your original purchase. This means that although your account is closed and your card cancelled, we are unable to transfer funds into a personal bank account or onto a new card.

The process may vary for each financial institution so please contact your bank - they will be able to explain the process to transfer your refund from the closed card to the new card. In most situations, they have a record of the card numbers linked to you as their customer and should easily be able to transfer the refund into your new account, while bank is saying it was sent back to.the sender, customer service is not helpful at all and not of any assistance at all never ever again from this company they dont care they dont assists you at all i never received the refund

I had issues with my delivery and Bernadette from customer service has been absolutely wonderful. I have been an iconic customer for years, and this is the first issue I’ve had. The prompt response and resolution has been great, and she was very supportive, and understanding. Highly recommend them.

I ordered $300 worth of clothing for Xmas presents on 3rd December. Never arrived, tracking number doesn't work, they won't reply to numerous emails so now have to repurchase items in a store on Xmas eve. AVOID THEM AT ALL COSTS THIS IS NOT OK!!! Will never use them again can't be trusted.

After sale customer service is absolutely appalling. Ordered a dress on Dec 4 for $150. It still has not been shipped. I have lodged two inquiries which go nowhere. Can only talk to a chat bot, which tells me that my inquiry will take 1-2 business days to be resolved. That was a week ago. They are very quick to take money, but not to sort problems.So frustrating. There is no way of speaking with an actual human. Not worth the time or money. It is the last time I will order from this so-called reputable Australian business.

Customer service took so long to respon and my parcel was directed to another property

Ordered a long champ bag
paid AUD $279

guess what ?

received a FAKE BAG !

i have the same bag an am just replacing it as it was getting old . who knew the THE ICONIC is a such a SCAM of a company !

AVOID !

For some reason, on the NZ website all the prices are showing as AUD and not NZD, which is confusing because you think the prices you are seeing are in NZD (because... they are on a nz website) but they just put "A$" before the price, which is quite sneaky I find. Looking at other review websites I see that unfortunately I'm not the only one that have missed this detail, and have made a purchase paying way more than I was expecting. Also the invoice they sent isn't in NZ dollars, which I need for tax purposes.
I've never seen prices in Australian dollars on any other NZ website. There are other Australian-owned brands that have a separate NZ website to sell their products, but their prices are shown in NZ dollars. Here is one, for reference: Unicorn Superfoods
The company was not responsive to my complaint and wouldn't refund my money.
Do not recommend.