Country Road Reviews 75

I've worn Country Road clothing since I can remember so I never thought I'd be in the position of writing a negative review. Sadly their online shopping experience is awful. My latest experience is ordering an urgent click and collect "ready within 8 business hours", not hearing anything from them after 12 business hours, trying to phone but getting a voice message to say that to enhance customer experience they no longer answer the phone but use online chat, then getting someone who had no idea what had happened to my order. When I suggested he phone the designated collection store, he advised that they can't even phone the store themselves. So I've now I've paid for items, I haven't got the items, CR have no idea where the items are or when they might be ready, and no way of finding out. Yep that enhances the customer experience alright.

I understand why Country Road is doing so badly, it’s their customer service. It is absolutely shocking. You try to find a product online and if it says check in store only, but you can’t call a store to check, they don’t allow you call stores anymore. I then tried the chat function online and it was time consuming and the girl was terrible, she said I could call David Jones as they had a phone number and when I got through told they didn’t have what I wanted in stock even though the chat person is telling me they do. Well they just lost a sale. What a waste of time I will shop elsewhere

Online order arrived and the trousers were packed loosely so when sealed the hem was caught up in the sealing of the bag. I was taking so much care with scissors to cut open the bag at the very top but the hem was snipped in the process. Surely more care can be taken instead of just shoving the item in bags!

As of late the deliveries have been shocking with standard whereas they used to use Startrack they now use standard slower delivery.
Customer service not very helpful it takes several days to even get the order shipped now, too.
Website says they have sizes or stock in and then a week later they send message saying ‘stock unavailable’ so never receive it. Check the website to see the same ‘unavailable’ item still there on the website. Takes forever to get a refund and then if they can’t it takes several emails and days to get a phone call you don’t know when is coming and if you miss too bad wait several more days for the same thing to happen. Cannot even phone them back you just have to wait.
Overall, as a silver member I will not shop there again for more than one or so things. Definitely NEVER in the outlet store (Although the issues have been with the regular country Road store).

Terrible online service - stores can't contact each other, we can't contact stores, Head Office can't help, none of the phone numbers work any more and the live chat has incorrect information and can't contact the stores to verify the information.
Yesterday I tried to use the online chat and no one replied. I called Head Office and they could not help either. So today I went into the Camberwell store so they could look up stock online and they told me Highpoint had 2 of the items in my size, but they could not call to check the Highpoint store to confirm they had the items, they could only email them and ask them to call me. They did not call. I went onto the website and contacted the online chat to confirm the stock and to ask them to check with the Highpoint store. They also said that the store had the 2 items, but they could not contact the store to confirm. So tonight I drove 45 minutes to the store to buy the item and the lady in the store said they didn't have the items and they were probably stolen. So I drove 45 minutes to get home. WHAT IS GOING ON? I have never had such terrible service from ANY store, ever. This is Country Road. You guys will go out of business if you make it this hard for customers.

Every order I have placed has required multiple contacts with customer service and complete dissatisfaction with the outcome. Orders will not be shipped within 3-5 days! I have waited weeks with nothing shipped and my orders ‘being fulfilled’ as the status. When requesting the order cancellation they decline. I can see why CR are going to fold if their staff are anything to go by. Even their CEO has abandoned ship!

Horrible don't reply deleted there phone number and refund orders to half the world

Country Road advertised a 40% off sale ending on May 25 at 11:59pm however decided to cancel their sale halfway during the promotional period. I logged onto their website at 3pm on Sunday May 25 to place an order however a pop up message advised the sale was no longer available due to "incredible demand".

The sale was meant to be online only however heard from others that it was available if you mentioned it in-store.

Country Road, why the backflip? Did you run out of stock?

The promotional details were as follows:
Country Road Group are extending an exclusive offer of 40 per cent off all Country Road Group brands – Country Road, Mimco, POLITIX, Trenery and Witchery to corporate partners from Thursday 22 May to Sunday 25 May. To access the promotion, simply enter the following promotional code CRGPartner40 at checkout to enjoy the discount on online purchases.
Please note the following terms and conditions apply:
• This offer is not available in conjunction with any other promotion currently available.
• This promotion code is not available in-store and is only redeemable for online purchases within the promotional period (9:00am Thursday 22 May to 11:59pm Sunday 25 May).
• When applied at checkout, the code will give you access to 40 per cent off full-price items for the brand specified (some product exclusions apply - see details here).
• The offer does not apply to the purchase of gift cards.
• Click and collect, same day delivery, gift wrapping and any other current promotions are not available in conjunction with this offer. Any orders selecting these options will regrettably be cancelled.
• This offer is only available for online purchases in Australia and New Zealand.
Thank you for your continued partnership and we hope you enjoy the promotion!

Advertised a 40% OFF Country Road Group promotion for family and friends which was due to end 25/5/25. The coupon worked and as I checked out I got a pop up at 3.15pm AEST stating 'promotion is now over'. Hugely disappointing considering I am a high value customer and have spent thousands over the years. Contacted customer support twice via chat who said that the promotion was oversubscribed and they needed to end it early. Seeking advice from ACCC as this is illegal. Awaiting a response from management.

Take ages arrived ..

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!