Theiconic Avis 478

Appalling!!! Ordered clothing for my children for Xmas, they sent it to an old address, contacted immediately to get it redirected (under a minute) to be told, it can't be redirected. Still waiting at 11 Feb. No customer support, cannot get anyone to address this, no refund option and no delivery. You have to sit on a chat bot for ages, with no resolution, just 'we will look into it' then no response..... NEVER would I use this site again.

Double charge GST. The iconic charges NZ customers GST on top of AU GST. They show the full AU price plus exchange rate on their site then charge full NZ GST on top. Purchases from NZ do not have to pay AU GST so in effect they are charging NZ people 10% more. But elsewhere and don’t be ripped off.

Pathetic excuse for customer service and the company ate rip off merchants.

I purchased several Samsonite bags at a discount on sale. Paid, received order confirmation and shipping email. The Iconic proceed to cancel my order and ask me to re-buy them at an increased price because the sale price was "not correct". If we were in a store and I walked out with my new purchases, do you think they could cancel my order and charge me more?! Ridiculous.

The customer service staff are useless or non-existent. After complaining, I was offered a voucher that would make up a small portion of the price difference, but it isn't valid to use on sales items, so is completely useless.

Buyer beware!!

Ordered two items for a wedding. After days of no notification of shipping, I had to follow up and was then told one of the items was out of stock and would not be sent. I waited for the second item and again, no shipping updates so I enquired again only to be told that it was also out of stock. I'm still waiting on the refund and their customer service team was completely useless.

I purchased 2 Tommy Hilfigher t-shirts. one dark almost black and the other a light blue one.
I washed the light blue one and suddenly the T-shirts started to fade to yellowish, and now it has yellow circles stains in all over it. I used regular soup, washed it with others, and it's the only thing that got affected.

I had also problems with deliveries, paid for the express and arrived like regular.

great sales and free and very easy returns when needed.

Worst customer service ive ever experienced. Sent probabbly 20 different emails over a long period of time, addressed them to as many different iconic emails i could and yet still not one single responce.

I have been in an endless cycle of promises to address my issue within timeframes The Iconic themselves define to then hear nothing.
I purchased a pair of pants that have frayed at BOTH back pockets within 5 wears/washes. Photos were sent along with a long explanation of my issue. They then send me around in circles with people who make promises to address my issue then refer me back to a bot that asks me to explain the issue over again. A cynical person would say they try and make it so difficult to get a resolution you give in.
I have been told I missed the window to return an item by less than 9 hours and so they have offered a partial refund as compensation.
So they admit the item is faulty but have imposed their own arbitrary time frame on when a customer can be reimbursed for a faulty item. According to the ACCC returns for faulty items must be done in a "reasonable" time frame. A pair of pants at the price point paid should definitely last more than 8 weeks (5 washes) before fraying along the seams of both back pockets. They are falling apart because there is not enough fabric (seam allowance) around the seam at the back pockets - in other words - faulty design and fabrication. To then deny my claim because it was lodged less than 9 hours after their own made up timeframe for ALL returns is unreasonable.
I have received three promises to respond to my issue within 1-2 days and never hear from them so I am lodging a complaint with the state ombudsman in the hope for a reply. Beware of the quality and policies of The Iconic.

Usually no problems but still waiting for a refund on an item that was in the same bag as the one they HAVE refunded. Doesn't make sense. Tried contacting three times. Making a formal complaint if I don't get a response this time. Disappointing to read so many negative reviews on here.
NB Within an hour of original posting, The Iconic processed the return - no apology but at least it's been sorted! Funny that...

The iconic are the best for online shopping, they ship products within hours of the order and I'm always happy with the product. I'll definitely be a long term customer. They're the most reliable online clothing retailer in Aus with the best range.

I ordered a pair of heels from the iconic and tried one on to see if it fitted which it did so I did not try the other one on. When I went to wear the heels they were different and the design was faulty! I spoke to Jaimie on the chatbot to which I have received no support for this faulty item and a refusal of a refund! I have never known a company not to issue a refund when they have shipped out a fault item, awful service. I will not be ordering from them again.

Wished I'd read the reviews first!
I ordered from iconic for the first time after many of my friends have ordered without issues.
Seems it's not just bad luck for me that many others seem to have the same issues.
I placed my order in November received all items except a pair of board shorts that were not in any way what I ordered. As per policy I sent them back the same day for an exchange for the ones I actually ordered and have heard nothing! I have followed up a few times and each time I just receive the same automatic email. I need them by the 18th of December for a Christmas holiday and they were for my son for Christmas. I'm extremely disappointed and upset with the service provided and I will be making sure to let friends and family know not to place orders anymore. Have not doubt I will be taking this further should I not receive my item by Christmas and hopefully the ACCC will have better luck than me. Oh and just to add the shorts I sent back were received by Iconic on the 21st November yet I have still not received the ones I ordered.

Was recommended the Iconic was good to buy from. Could not be further from the truth.
Items not shipped, zero customer support other than thier terrible chat bot with zero ability to change anything. Staff replies are copy/paste replies the same as the chat bot. Giving up with Iconic support and having my bank refund the process.

Do not bother with Iconic refunds - Have your bank process it. Every time this happens Iconic have to foot the bill to the bank!

I used the love The Iconic. It was an amazing service, amazing range and my absolute go to. I'm not sure what's happened, but they're now absolutely shocking. Impossible to get hold of when you need customer service after their system triggered a return address the same as pick up for me return. When I finally got that resolved, the exchange part of the order has not been sent almost a month later. I'm still trying to get hold of them after multiple attempts via their terrible chat bot and non existent email.

Absolutely terrible,they sent the wrong item ,so customer sent if back paying express post out of own pocket to get items back quickly and sort problem out ,then had to send multiple emails over weeks only to be told that they haven't received it ,(they must have)this happened on before Christmas and it's now Jan and have recently been sent a message saying if I didn't get back to them they would say issue was resolved (I have been in constant emails with 3-4 different people every few days )any way I have now purchased nothing and might as well have burnt my money, please stay away from this company!

Ordered some items, was charged and then refunded some days later without explanation. I supposed I'm lucky that I got my money back. The items I ordered are still on their website for sale.

Shopped an item I have been wanting for months during a sale. It arrived in the wrong size. When I checked out my size was still in stock.
I reached out to customer service to request a resolution. They told me my size is out of stock so the only resolution they can offer is for me to send the item back as per their returns policy. Where did I ask for a return and not a resolution for the company’s error? Why is the company’s fault procedure the same as returns?
Do not shop here, there are so many brands that go out of their way to do RIGHT by customers and will not put you out of YOUR way because of THEIR mistake.
Was going to go iconic for holiday shopping, after this experience I’d avoid at all cost

I have been a customer for several years without issue but my last experience has been shocking. Placed an order a week later a label has been created by au post but they say they have not received the order- contact the iconic and get a bot, copy and paste response. 3 weeks has past and none of my emails have been answered??? no package no refund- please avoid at all costs

I am utterly disgusted with my recent experience with The Iconic. I ordered five kids' toys several weeks ago. Not only did my order arrive significantly delayed, but when it finally turned up, two of the items were missing.

Since then, I've been stuck in an endless loop of frustration with their incompetent online chat system. For the past three days, I’ve been going in circles, explaining the issue repeatedly, and requesting a refund for the missing items—only to be ignored.

I even provided photographic evidence of the contents of the package alongside the shipping label, clearly showing the weight of the items that did arrive. Despite this, my refund requests for the missing items have been blatantly disregarded.

This experience has been a nightmare. The Iconic has failed at every step—delayed delivery, incomplete shipment, and absolutely abysmal customer service. If you value your time, money, and sanity, I strongly advise shopping elsewhere.

How frustrating it is when you can get I. Contact with a real person!! I hate talking to computers they don’t solve the issue! Have a proper customer service centre, if you need to change an order before delivery we should have someone to speak to! This is so frustrating, I won’t be purchasing from this site ever again!