Theiconic Avis 478

Purchased a pair of kids shoes. Within 6 weeks the Velcro had torn off. The iconic are refusing to admit they are faulty and instead accusing my 5 year old child of intentionally damaging the shoes (with what, a craft knife?) and suggesting we should only buy laces for our young children. We have never had this problem before with any shoes, we take care of them and hand them down to younger siblings. Rude and unhelpful customer support.

I have a $300 voucher for the iconic. After browsing their catalogue I am finding everything very very over priced. I really wanted a matching kettle & toaster or/and a Soda stream. Can’t find these anywhere on the site. Feeling quite deflated.

Order ##2216897562

Received a shirt that was completely different to what was on the website. Got $10 store credit for a $90 shirt that was no correct.

I have placed an order on 17 aug. order number 2416842562.
It shows held by customs. I was told it will be cleared soon and i will receive it. But it doesn’t seem to be moving. This is very disappointing. Pls deliver my parcel or else i will have to go to consumer court.

Sharing for others not to risk money on items with condition of sales.

1st iconic chat support Kate - asked for details and stopped replying left us hanging

2nd support via email Jan advised refusal of return

order number: 2662515562

Ordered 4 items of size 12
of which of 2 fits but the other 2 was larger size 12

one item had a condition of sale that it cant be retuned

-Customers know their size but how are customers to know that a brand has a "larger size 12"
-Prior orders to this date were all size 12 and they fit perfectly fine
-the other 2 of this order were size 12 and fits perfectly fine
-On the product page itself, Iconic has a fit finder tool where it also recommends after entering your details to go for size 12
-Item was 75$ which Iconic are saying we kinda forfeited

Please see response from Iconic - Jan
Where in they point out its "heavily discounted,"
what will i do with the discount if the item doesn't fit
The discounted price is still money lost.

Anyways trying not to add or subtract from this
Just letting the story's and logs speak for itself..
hopefully it makes buyers think twice

============

My name is Jan and I am a member of THE ICONIC Senior Customer Service team. I hope you are having a wonderful day so far.

The items you purchased were non-returnable at the time of purchase due to being heavily discounted, therefore, we’re unable to accept this back as a return.

We always aim to be clear when items are non-returnable, which is indicated under the product name and/or during checkout. This information might not appear directly on the product page but will be visible once any voucher or promotion is applied at checkout.

We apologise that we are unable to fulfil your request at this time and we appreciate your understanding.

Kind regards,
Jan

So unhelpful. Couldn’t care less that the size I purchased was too small for me. Wouldn’t even honour a store credit. They were once great but now just getting greedy.
Choose wisely as they don’t return for change of mind or purchase of the wrong size!

Ordered a pair of Adidas shoes and socks using discount codes during one of their specials. One week later they still hadn't been sent. After multiple enquiries I get an email saying that due to a "technical issue at their fulfilment centre" (even though the items were being shipped by Adidas) the item can't be sent and I will be refunded. I go onto their website and the shoes I ordered are still there to purchase in my size. Emailed them and also tried to talk to them via online chat to see why they can't be sent even though they are still showing available for purchase on the website and no one has responded. Will not be using again!

Consistently, has absolutely garbage quality. I cannot stress this enough. Inaccurate sizing, plain lies on the sizing chart like I'm so irritated right now because I got the Field of Dreams Maxi Dress and the length of it is straight up inaccurate and just lies. So tired, so irritated because it was supposed to be my birthday dress and now I have to cancel my 17th birthday. Thank you so much. They also first sent my order back from the post office to the iconic after it only being there for one day so it took 5 days extra to come. Literally rescheduled my birthday for this, and now I have to completely cancel. Do NOT order from here.

I put my first order in this week on Tuesday. I then read the reviews and started feeling worried that either I would not get the items or they would take so long that it was unsatisfactory. However, all three items arrived in good condition as ordered 3 days after ordering online. I did follow up with customer service about part of my order [within 30 minutes of ordering to cancel it], and no one responded till two days later, by which time the item had already been sent. I like it, but I could have gotten it cheaper from another store online. So I definitely agree customer service and follow-up could be improved. My experience overall has been relatively positive so four stars from me. I still feel a bit nervous about ordering again given others' experiences and because -in general- it seems like a place for mainly fast fashion pieces.

They're great until you have a problem, then you contact support and sit there waiting for hours. If they reply and you don't answer within what feels like ten seconds, they disconnect you and you have to start again. Useless. I had hundreds of dollars in credit (MY MONEY) that I was trying to spend for literally a month but there was a problem with the store, their lack of attention and support meant the credit expired.

THEY STOLE MY CREDIT BECAUSE THEIR SUPPORT DIDN'T BOTHER TO REPLY.

I've spent THOUSANDS with the Iconic over the past two years but I'll never spend another cent.

Shocking customer service. I returned a faulty item over one month ago. I requested an exchange. They kept saying they were progressing exchange and item would be sent in just a few days. Heard nothing. Had to keep chasing them up. I then asked for a refund as Iconic seemed incapable of providing exchange item. They said they had issued refund, but I’m still waiting.

Worst customer service I have ever had in my life! Worse than Qantas!!! and thats saying something!

BAD BAD BAD. AVOID AT ALL COSTS.
Very poor experience. Bad, disgraceful customer service.
Ordered item, wrong size. Raised a return. Advised by Iconic Melbourne that return address was overseas. Was offered 10% refund and keep item. I refused and proceeded with return. Items have been returned to China asper return email received.
Since I notified of return postage, I have had NO communication from Iconic. I have NOT received my refund.
This has been ongoing for over 6 weeks now. I've emailed weekly trying to get a response. I've searched for other people within the company and emailed them, including head of customer service. And still no reply to my emails or refund of money.
Ironically they can spend a ton on of money sponsoring the Logies, but cannot refund my order.
BAD BAD BAD. AVOID AT ALL COSTS.

I would give a zero but I can't... I ordered a pair of RM Williams, they sent me a fake pair of "anko" boots that you get from Kmart.. Wrong brand, wrong size, wrong colour, everything. Got a $35 pair of boots in place of a $650 pair... All I can do is now wait 15 days after I send in my return before I can wait to see if I'll get sent the correct item next time... Massive failure on their behalf. What an absolute joke. Plenty of reviews of this happening and yet they do nothing about it...

I ordered a blue size 10 jacket but received a white size 8 zipper jacket instead. When I tried to log in to the website, it kept saying my password was incorrect, even after resetting it. I also attempted to use Live Chat, but Kier simply copied and pasted the website’s pre-login instructions and then closed the chat. This experience has been extremely frustrating and unhelpful.

Never do express delivery with them, it's never on time. And no helps.

Absolute shambles of an experience. Ordered three items, only one sent promptly, the other two were delayed more than a week. When they were sent, they then went missing for 3 weeks, despite multiple chases, and tracking was not working to NZ from the outset.

Returned first item because sizing was off, first attempt to return ended up with the item redelivered back to me. Second attempt was successfully marked as delivered but still waiting 3 weeks and no sign of a refund.

Have ended up sending back the other two items from the order once they finally arrived, but no idea when I will see a refund for those but next step is probably a credit card charge-back.

Sold me items to later tell me they were out of stock. When reordered they posted items, to then say these failed to be delivered and returned them to their warehouse. Had to re do the same order three times. When called to ask for help on what was happening, they weren’t helpful. Made it my problem. Didn’t apologize.

There are issues with refunds.
I have 2 orders that have been returned and they unnecessarily hold onto your money. One has been more than 15 business days, with assurance from The Iconic that the refund will be processed soon. It’s just not good enough.

I ordered a pair of motorcycle boots at 8pm yesterday (only $35!!!) and they arrive at 8:30am today and I was sceptical about the quality of such cheap shoes but decided to give it a try and they’re great.