florencestore.com.au Reviews 483

They have delivered the wrong item twice. The first time the return process and dispatch of the replacement item was acceptable. However when the replacement item arrived it was still incorrect and they have not answered any of my enquiries in over 8 business days. Annoying there is no phone number for contact, only through the website that they seem to ignore.

Great product. Prompt delivery. Love that you do easy refund/exchange. Highly recommend.

From easy online ordering process to speedy delivery everything was great

Great quality. Fast delivery. Positive experience. Will be a regular customer!

I am very happy with the choice of clothing, the ease of purchase, good communication and quick delivery of my lovely comfortable Cupro Relaxed Dress in this beautiful shade of deep pink

Terrific, quality product. Fast delivery and good communication.

I recently purchased a dress from Florence store that was advertised as a different product to what I received. After receiving the item I emailed requesting a full refund, as I had paid for an item that was different to what I received, as soon as they received the email notifying them of the incorrect advertising on their behalf, they fully changed what was listed online so clearly knew they were in the wrong…. The response I received to this was that I would only be able to return for a store credit. I have since returned the item, not in its clear packaging but still brand new condition with tags on and have been denied the return… This is shocking customer service to advertise products incorrectly and then not accept them back because of a plastic bag. Definitely wouldn’t waste my time purchasing from this store again and would recommend others don’t either!

Unreasonable Returns Policy – Extremely Disappointing Experience

I had a very disappointing experience with this company’s returns process.

I returned a long dress that had only been tried on briefly and immediately placed back into its original clear packaging. The item was in brand new condition — unworn, undamaged, and unaltered.

My return was refused on the basis that the dress was not folded “neatly enough” inside the packaging.

It is completely unrealistic to expect a customer to replicate the exact commercial folding and compression used during factory packaging — particularly for a long dress sent in tight, flat plastic wrapping. There was nothing wrong with the item itself.

As a result, I have incurred postage costs and been left without a refund due to what appears to be an arbitrary and unreasonable interpretation of their returns policy. If I choose to have tracked postage to receive the item I do not wish to have sent back to me, they are charging $29! Otherwise they will return to sender untracked! Absolutely appalling

I would strongly encourage others to carefully consider the risk before purchasing, particularly if you may need to return an item. This experience has been frustrating, unnecessary, and not reflective of reasonable customer service standards.

I always have found Florence easy to order from , even when sold out of my size , I reached out and got a pleasant reply , and promptly. My friends often have ordered after seeing my purchase. More than happy!

I bought this dress after receiving a credit note for a return
It is a lovely bright and well fitting dress

Fast delivery, quality product.

I am documenting my experience with Florence Store so others are aware.

Florence Store currently has both my money and the top I paid for. The item is not in my possession, and no refund has been issued.

At no point has the store attempted to assist in resolving this matter. They have refused to provide written return details via email and have not taken any meaningful steps toward a resolution.

Instead, I received the following responses:

“Are you serious? Someone must be having a bad day – that you feel the need to argue over the reply we kindly provided. Get it together.”

“What did you expect after yours exactly? Flowers and a voucher.”

“How life works its magic. You mad.”

This conduct has been abhorrent. These are the direct responses sent to a customer seeking clarity about a paid item that has not been returned or refunded.

I am simply requesting written return instructions and a refund for goods that are not in my possession. That basic and reasonable request has not been met.

I had a very disappointing experience with this online store. I ordered one pair of jeans but received two pairs in the package and was charged for both. I promptly returned both pairs, but I was only given a store credit for one. I’m still waiting to receive the remaining store credit. The whole process has been frustrating and poorly handled. I expected much better customer service and resolution.

Buyer beware! Do not shop at this store.
I purchased clothes that I returned in line with the return policy and had a bogus fee of $20 deducted from my store credit for no reason!
Apparently my return did not meet the policy. When I asked for evidence of this ( which they said they had) they refused to provide.
Then to top it all off I was told that a resolution to my complaint was to have the ill fitting clothes returned to me at my own cost!!!
They then cancelled my credit voucher!!!
So they now have my money and the returned clothes.
I have never dealt with such appalling customer service. At no point did they try and resolve the issue fairly.
Please do not support this business when there are so many great Australian small businesses to support that operate ethically when there is a reasonable dispute- like an unsubstantiated fee being deducted without evidence.

Purchased Barrel Leg jeans late November. Wrong size sent. After a few delays got a label to return jeans. Jeans delivered to Florence Store on 29 December. It is now 5 February with no replacement jeans or contact from their store.
I have emailed THREE times with no response and sent messages through their online help centre - again no response
Very unhappy customer who will not shop with them again

Love the dress. Have found Florence very easy to buy from, service is excellent and quick. Cannot recommend Florence Store highly enough.

Loving the wide range of clothing which caters for all ages. Clothing is well made and on trend too. I look forward to their new arrivals as a continuing customer.

I have had incredibly poor and frankly rude response from this company after trying to return an item. I was outside their 10 day returns period but only because of weather related postal delays. I was initially ignored, adding to the delay then promptly and rudely told it would not be accepted. Unprofessional and unpleasant. Would not ever recommend. Beware!

Unfortunately the reviews on here appear to be true. I bought an expensive top that had shoulders nothing like the picture. Puffy sleeves that were most unflattering and looked nothing like the relaxed sleeves in the photo. I sent an enquiry to customer service only to get a bot response. I decided not to try and return given other people's experience, the last thing I wanted to do was to pay to return, be rejected for some ridiculous folding reason and then have to pay to return it back to me. I was sent a link to review the top and put my honest opinion on it and surprise surprise the review never turned up on the website. The top remains as "best seller" despite no reviews... I would take your money elsewhere. I have written off this purchase and won't purchase from them again.

Please do not use this company - they are rude and extremely difficult to return goods to. They do not refund - they only offer store credits. However, even though I returned 3 shirts in pristine condition as per their policy my return was rejected. When I asked for a reason none was given. My only option is to pay them to return the shirts to me. I told them that I was lodging a complaint to fair trading Australia (which I have now done) and his response was “go ahead”. Please save yourself your money and frustration by not using this company. They are extremely unprofessional, rude and definitely not to be trusted. I can show receipts and the unprofessional responses that I received from their ‘faceless’ contact from their website.