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3,9
Bien
9 avis
A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai de 2 semaines
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Exceptional customer service in store…
Exceptional customer service in store at their open day last Friday. Thank you for the styling advice and for helping find a perfect outfit. Walked away with an outfit I would have never tried on if I wasn’t encouraged to. Thank you
10 avril 2026
Avis spontané
Réponse de oncewas.com.au
Thank you for taking the time to leave us your review, Jessica! We hope you love your new outfit & look forward to styling you again soon.
Warm regards,
OnceWas customer service
Réponse de oncewas.com.au
Thank you so much for your lovely feedback Georgie!
Warm regards,
OnceWas Customer Service
Helpful and friendly brand
New to this brand & blown away at the level of care & friendliness of its staff. I called to ask about sizing as I was unsure of what size to get & was educated on the Petite range, which is perfect for me. Very impressed by the level of service & willingness to help. No questions I had were left unanswered. Thank you for providing such high quality service & product
6 février 2026
Avis spontané
Réponse de oncewas.com.au
Thank you so much for taking the time to share your lovely feedback, Kylie. We are so pleased we could assist with your sizing queries and introduce you to our range designed especially for customers under 5'4".
Warm regards,
OnceWas Customer Care Team
Unethical and unprofessional service. Lovely faulty clothes.
**Edit - this matter was favorably resolved in line with the response from Once Was. I have adjusted the star rating accordingly.**
I loved the pants I purchased, unfortunately the fabric is fragile, and split after a couple wears.
Trying the bigger size was offered by once was, and I agreed to try them. Unfortunately, the larger size was far too large, so I requested a refund.
I had received a gift with purchase (GWP) with these pants. A small silk scarf rrp ~$140!!!. The first line in the response to the refund request was the stipulation the GWP must be returned in unused unworn condition. Given the circumstances the GWP being unused or even still within my possession was unlikely. I felt an overall negative/smarmy tone in the email, and was also instructed to pay the return postage, despite the seller or retailer being responsible for paying return postage costs for a faulty returns. I got a strong impression OnceWas did not want to issue a refund and were being very bad sports about it. Based on the other reviews on this page, OnceWas establishing their way out of refunds is not uncommon.
After pointing out the postage issue and also the GWP issue, OnceWas responded chastising me for not treating their staff with courtesy and respect. Once Was initiated discourtesy and disrespecte in the first instance, and had the power to hold $299 i was entitled to. I was subsequently instructed to return the item at my expense and also the GWP in it's current condition. The GWP was used, so not in resalable condition. I returned it, but I do wonder why. Did they iron it and on-sell it? Throw it away? I feel the GWP was another little swipe at me for daring to return something. I feel if I had not stood my ground the GWP 'value' would have been deducted from my refund.
The refund communication was initially slow because onceWas had an incorrect returns email address listed on their website. I had become worried about the lack of reply and had to reach out via social media. I received no apology for this.
When purchasing I found the "can we help you" AI function useless. It took days to get a reply to my questions.
Needless to say, no matter how much I love a OnceWas item in the future, I will not spend money with them. Their unprofessional behavior in this instance will cost them long term.
At least I got most of my refund. I am annoyed they made me pay return postage though.
6 février 2026
Avis spontané
Réponse de oncewas.com.au
Hi Nicole,
Thank you for taking the time to share such detailed feedback. We are truly sorry for the disappointment and distress this experience caused you.
We completely understand why you feel let down. When a customer loves a product but then encounters a fault, followed by a return process that feels difficult or unsupportive, it is understandably frustrating. We sincerely apologise that this was your experience with OnceWas.
We want to be clear that the way this situation was handled was not in line with our usual procedures or the standard of care we expect to provide. One of our core values at OnceWas is to exceed customer expectations, and we are just as disappointed to hear that this was not achieved on this occasion. We take full responsibility for this.
Your feedback has highlighted areas where our service fell short, including communication tone, clarity around the gift with purchase, return postage expectations, and response times. This has been escalated internally and will be used to further train and support our customer service team to ensure this does not happen again.
We are especially sorry that our communication left you feeling discouraged or disrespected. That is never our intention. Customers should always feel supported when raising a concern, and we regret that we did not meet that expectation here.
We also acknowledge the delays and inconvenience you experienced when trying to contact us, and we apologise for the added worry this caused.
While this experience is not representative of the care we strive to deliver, we appreciate you bringing it to our managent's attention. We will be reaching out to you directly via email to take responsibility for rectifying the situation properly and to see if we can begin to rebuild your trust.
Thank you again for your honesty and for giving us the opportunity to reflect and improve.
Warm regards,
OnceWas Management
The dress has a known design flaw and…
The dress has a known design flaw and the company response was to go see a tailor to request they add buttons. The dress has a hook and eye closure system that is so outdated and doesn’t work. They pop open constantly. Not with the money. It was the Malika silk Cotton dress.
29 janvier 2026
Avis spontané
Réponse de oncewas.com.au
Hi Leanne,
Thank you for taking the time to share your experience with us. We are genuinely sorry that this situation left you feeling disappointed, and we appreciate you raising it with us.
We understand how disheartening it is when an item does not perform as expected, and when the follow up communication adds to that frustration. While we very rarely receive reports of faulty items, we take every concern seriously. We would like to clarify that the issue you experienced was not a known fault with this style, and we are sorry that the information shared with you suggested otherwise. That was not correct and did not align with our usual faulty returns process.
We also acknowledge that the way this was communicated did not reflect the level of care we aim to provide. At OnceWas, exceeding customer expectations is important to us, and we are disappointed that we fell short here. We take responsibility for this and are using your feedback to support further training and review within our team.
Customers should always feel listened to and supported when reaching out with a concern. We regret that this was not how it felt for you, and that the experience caused unnecessary frustration.
While this is not representative of the experience we strive to offer, we are grateful you brought it to our management's attention. We will be in touch with you directly via email to take responsibility for resolving this properly and to see if we can begin to rebuild your trust.
Thank you again for your feedback and for giving us the opportunity to do better.
Warm regards,
OnceWas Management
Beautifully designed, timeless pieces & impeccable service
As someone who’s petite, finding clothes that fit well and still feel sophisticated can be tricky — but OnceWas absolutely nails it. Every piece I’ve purchased has been beautifully tailored, flattering, and made from high-quality fabrics that drape perfectly.
I love that their collections are designed with real women in mind — stylish without being over the top, and comfortable enough to wear all day. The customer service has always been excellent, and my orders arrive quickly and beautifully packaged.
30 octobre 2025
Avis spontané
Réponse de oncewas.com.au
Hi Olivia,
Thank you so much for taking the time to share your lovely feedback!
We are so glad to hear that you have been happy with your purchases as well as our delivery and customer service.
We look forward to dressing you again soon.
Warm regards,
OnceWas Management
Be cautious when returning products
Be cautious when returning products, as issues can arise. I recently purchased two dresses that didn’t suit me and returned them for a refund. They were in their original packaging, with tags attached and in perfect condition. However, I was told a belt was missing from the return, even though I’m 100% certain it was included. As a result, my full refund was refused. This has left me feeling upset and unfairly accused. The Department of Fair Trade informed me that such situations are unfortunately common, but there’s little they can do. It was a disappointing experience overall. If you need to return items, I strongly recommend photographing everything before posting as proof, just in case something similar happens to you.
10 janvier 2025
Avis spontané
Réponse de oncewas.com.au
Dear Amber,
Thank you for taking the time to share your feedback. We sincerely regret to hear that you’re disappointed with your recent return experience. Customer satisfaction is incredibly important to us, and we always strive to ensure our return process is fair and transparent for all customers.
To clarify, when your return was received at our head office, our quality control team found that the belt was missing from one of the dresses. We immediately reached out to you via email on November 14, 2024, to bring this to your attention and awaited your response while keeping the items intact in their original packaging. After a month without a reply, we followed up again on December 13, 2024. Upon hearing back from you, you advised us that you were sure the belt had been included in your return but that you would check again at home.
To ensure accuracy, we rechecked the return package on the same day while it was still in its original condition at our headquarters, but unfortunately, the belt was not located. On December 17, 2024, after further correspondence, you requested that we check our warehouse, but as we advised, all returns are processed at our head office, and our warehouse team had also completed a stocktake without locating any unaccounted-for belts.
We understand that this was a frustrating experience for you. However, as a missing item affects the value of the return, we were unable to issue a full refund for that dress. We did refund the full amount for the second item and covered the cost to return the first dress to you as per your request. Additionally, the Office of Fair Trading confirmed that we handled the return within our rights and in accordance with standard policies.
We appreciate your suggestion about photographing returns and always encourage customers to keep a record of their returns to ensure smooth processing. If you’d like to discuss this further, please don’t hesitate to reach out to our customer care team at hello@oncewas.com.au.
We truly value your support of OnceWas and hope to provide you with a more positive experience in the future.
Warm regards,
OnceWas Customer Care Team
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