Country Road Reviews 75

I recently purchased a shirt from Country Road store in Sydney . It was made of 16% silk and 84% linen. A very delicate piece. After 2 wears and 2 handwashes I was wearing the shirt and lifted a small light table from the floor at home and the fabrics totally shredded under both arms for a length of about 15 cms. All the seams were French reinforced seams, so did not allow much give. I went to online Country Road customer service and chat line said I had to take it to a nearby store for assessment. I could not ring a store or customer service as I was back home in Brisbane.
I purchased the shirt in September 2024 and returned it to Indooroopilly store at Country Road with Visa card receipt on 2 November 2024. After explaining what had happened and complaining it may be faulty fabric, 2 other supervisors examined the shirt and took 10 minutes for a supervisor to talk to me. She insisted that the shirt had been compromised by machine washing and placed in a dryer judging by the state of it. She asked if I had hand washed it? I replied “yes and I don’t have a dryer!” She did not believe me and insisted that the shirt fabric had been compromised, virtually calling me a liar. After several minutes of her accusing me of not hand washing the shirt and refused to make any offer of replacement, refund or credit. She stated that she would not do anything because she did not believe me. I asked to speak with a manager and she informed me that no manager is on until the next day. I asked for her name and phone number. Country Road does no give out store numbers. The customer has to return to the store. A very frustrated customer indeed. Very poor customer service.
I took my shirt then to the Brisbane city store and had a totally different experience by the young girl. She immediately apologised for my shirt, asked me if I was a loyalty member and looked my purchase up in the register. Identified the sale in Sydney store. Then asked me if I wanted a refund or credit? No questioning or arguing as to how I washed the shirt. I totally complimented her on her service. She was a breath of fresh air in retail and continued to apologise for the mishap. Country Road should train their staff in better customer service and reward staff who make a positive impact on their customers.

Purchased from this store for years, positive for them it’s never had a problem until now.

Negative for them is ordered girls black leggings, normally $19.95 each. Received with sale tags for $9.95.

Requested a refund but they can’t do this without a photo. Explained the tag to a tee and additionally website supports sale price.

Looks like they are good until something not right, then willing to lose a customer over $20.

3 times in my life this had occurred with companies, first one not to honour their own price.

CR advertise free shipping when you spend over $100 online but I found when you go to order over this amount the shipping charge is still added so I contacted customer service about this and all they could say is they are having technical issues and go ahead and order then contact them after dispatch and they will issue a refund for the shipping amount. I actually find this a bit unprofessional and would not trust this method so I abandoned order.

We use their mens polos as part of our uniform, they are rarely in stock and customer service can’t tell you if or when they’ll be restocked and don't ever offer to findout or notify. Despite wanting to order 30-50 at a time they dont seem to be interested in the business and just tell me to sign up to their newsletter to find out about restock - except the newsletter doesn't actually tell you this and there is no ‘notify me when back in stock’ buttons. I have finally got the team to agree to a new supplier.

On 18/2/24 I ordered online the Alfie Leather Dog Waste Bag to match the lead I had bought. On receiving my Mastercard statement I noted it was charged twice ($59.90 with delivery) on the same day. I only received 1. I emailed Country Road on 22/3/24 about this and have had no reply 13 days later. I have now reported it to my credit card company.

I bought some 16 piece x 4 sets of beautiful cutlery 5 months ago which indicated they were dishwasher proof, unfortunately several pieces lost their patina.
I emailed customer service and they asked for me to take them to my nearest store who would refund or replace. I was served by Eliza in Brighton Vic, she offered to do the above, I love them and decided to replace 1 set. Eliza was patient, kind and helpful. I couldn’t be happier with the options given and the courtesy given.

Did some shopping on line about a month ago and still haven't received my order have been emailing them about it and they get back to will the same excuse so I email them again and they are now trying to say that it has been delivered mind on my tracker app it was saying that it got sent back to the Warehouse because customs didn't approve it and now I can't find it when I put in the tracking number

Recently made an order online. They had a great special on. Ordering was easy, communication was great and received our items quite fast. Would buy from again!

Ordered an expensive bag from their online store. It arrived damaged as it was packed in a thin plastic bag that offered little protection. Tried using their virtual assistant on their web page and supplied images but got no reply. Tried emailing and got no reply. Called their customer service line and was left on hold for quarter of an hour. Eventually got through to someone who was going to palm me off for them to 'review' my case. Eventually got them to give a refund. The bag was clearly of very poor quality, made of thin leather-like material that was easily torn. I would not buy their bags again, even if their customer service wasn't poor

The shirt rums really massive . Even washedd it in hot water to try a shrink it no luck. Should have sent it back but thats painful experience. The shirt is see through so needs a cammi under it. I bought a medium. Now i have to take it yo a dress maker to attempt to get it to fit me instead of swimming in it.Really boxy look to the shirt horrible

Visited the Highpoint store today to purchase a few items on spend and save . Staff member was an older lady with glasses and short stature ,short hair with an European accent in the men’s section . Didn’t like to help at all or ask her any questions , so curt and rude . She was too busy folding shirts and I think we should not have interrupted her .at one point she was laughing at us with another young staff member after we asked her to look for a size and she was overly excited to tell us she don’t have any and neither does any other
Stores .
She suggested that I visit Myer or David Jones to purchase country road .
Unfortunately it wasn’t the first time we have come across very bad customer service at this location . Will be shopping elsewhere. Shame that I love the brand and designs.
Didn’t end up buying anything after all and left with a bad taste .

This year I bought a jumper from country road and hung it in my cupboard. I took it out this morning to wear and when I took the tag off there were 4 holes in it… clearly a fault! I returned it to the HIGHPOINT store and basically told me there was nothing that they could do. I was quite surprised that I was met with this response. So I took their faulty product and left

I have recently started shopping at country road again and like the clothes and have had good online experience BUT the customer service at the Robina store is horrible well actually just rude - I needed to return a dress and shoes purchased online and that were too big - even although they were my normal country road size and the older shop assistant told me I had to use the app to return them even although the website I bought them off clear states you can return them in store - no help no assistance no would you like to try the smaller size just rudeness and then she didn’t know how to process the return it was disgusting and after I had just been in Mimco Robina and received the BEST service ever! Same company different attitudes Look after you customers Country Road or you won’t have a brand

Hi
I was in DJs Hay St store today and the customer service was not existant. Both salesperson stood beind counter talking, never approached or acknowledged me. I then put my self in fitting room and once finished still no service. I left and returned an hour later and same scenario.

one of the worst online shopping experiences ever. Realised as soon as I confirm my order that the website had auto filled an old address. No customer service phone number so immediately contacted CR via their web chat was told they couldn’t yodate yhe address for me. Emailed them and they raised an incident report where I was again told that their systems couldn’t accomodate any changes once an order was placed. They told me they would reach out to the courier to ask for a redirect. When I contacted the courier they confirmed they had no contact from CR regarding my order. Country road promised they would be in contact and yosate me regarding the order which they never did. It was delivered to the wrong address and they never replied to any of my emails. Have given up and it looks like I have lost a $100 order. The worst online experience ever - will never shop at CR again.

Country rd used to have good quality stuff these days it's cheap quality for high prices. Sizes aren't true to size. Poor quality clothes making cheap materials and this year their sold out online even before t new season starts it's not very good these days

worst online shopping experience. Unable to contact customer service when I needed to exchange something and ask a question about the product. Purchased some wooden bowls as a set and the woods are very different colours. I wanted to ask them if they could pick the items off the shelf in similar colours for me. Nobody answers the phone. Everything is automated saying somebody will be in touch. This is then a automated text message asking if they can help and to send them a message. Gave up and wont order again.

Shopping with Country Road (first and last time) has been my worst shopping experience. This is over a few weeks. First, at my local store, I found some pyjamas that were a lovely colour and very soft. They did not have my size, so they told me they can order them in or order online. Side note here, I wanted these pyjamas for the following weekend preferably but otherwise still wanted them. The lady in store told me that online ordering is express and should arrive in a few days, therefore, I ordered online. Almost a week went past and my order hadn’t shipped. Now this wasn’t my primary issue as I still wanted the pyjamas regardless, but what annoyed me was the false information given by the in store lady because it was not shipped express (it was not an option at checkout). The pyjamas arrived whilst I was away. Unfortunately, the pants were a size too big even though I tried to order the correct size by trying in store. I could not find my size and colour anywhere close to me, so I wanted to return in store and order another pair online. The fact that you cannot call stores to quickly check sizes and only have an online chat to contact country road is the absolute WORST idea. Even if online or chat person checked stock, they still told me ‘looks like there’s one or two but our checking system could be wrong’. No one can call the bloody store to actually check and ask to hold a pair!! In store, they told me no, they couldn’t accept the because I shopped online and used the Buy and Save and it would make in store return “too difficult”, therefore I needed to exchange online and post. I contacted the store via the online chat (again, I would have preferred a quick phone call rather than a stupid chat that could take up to half an hour), and asked again if they had any pants in Brisbane which I would be travelling to the next day and she said yes, these two stores. I asked if they had received my parcel yet and she told me they but it could take up to a few weeks to process - it had not been processed yet so I asked her if she could maybe swap it from an exchange to a refund to which she said yes. The pair I found next day had a hole in them. I was getting extremely frustrated with how this process has been so convoluted and annoying but I drove to another store to get another pair which they had. I finally had them. I used the frustrating online chat again just to confirm that my order had been made a return and they said no they can’t do that but she will give it a go? This was a few days ago and I’ve now received an email saying thanks for your order, my exchange had been refunded and then reordered for the other size - so my initial exchange had not been made a simple return as someone had told me initially they could do. I had tried contacting them over half a dozen times and received different information from every single person via online chat. And now I will have two pairs of pants, and I can bet that since they were online, they probably won’t accept the return in store. I just want this entire experience to be over and I will never be shopping at country road again. Also, the pyjamas are soft and nice, however they are supposed to be winter pyjamas but they are so thin I’m actually too cold to wear them. And I don’t get cold easily. Zero stars.

Trying to use the online ordering system is a nightmare and doesn't work. They connect you to a online assistant that cant help with anything and than an assistant who doesn't know what to do. The smallest of companies can make an online ordering platform work, why not someone the size of Country Road.

I have been a long time customer of country road over the years and always liked their styles service and quality. I feel things have slipped in recent years, the biggest disappointment is that almost all products are made in China, my recent visit to the store I purchased a lovely garment but in my haste forgot to check the manufacturing detail - while I understand that sadly, our clothes must be made overseas, I’d feel better if they were made anywhere but China. As a result I can no longer support the store. India, Vietnam, Bangladesh, Fiji, Spain, all have clothing manufacturer industries and while all have issues that need addressing, at least they aren’t playing political games with Australian farmers.for me iIt’s no longer about style, quality, service but morals. I’d love it if the company could look at alternative manufacturers.