SOLE AU Reviews 72

Worst experience i have ever had ordering online.

Purchased a hoodie, after nearly 2 months I emailed them asking about my item. They have sent me a tracking number saying the item was delivered. Rung nz post and was told the address on the tracking number was not my address. Spoke to sole-au and they told me to dispute it with nz post. That he believed I was trying to scam them and to not contact them.

Complete scam

Purchased hoodie from NZ mid 2024.
Too small once received.
Returning was a costly nightmare, but we did it.
Comms were poor.
Then ordered gear to use the money as no refund.
Ordered 13/2/25. When I asked for tracking because we hadn't received. ( I had to ask for this twice over days)
The response was it was delivered 28/3/25 'what are you talking about?
Are you kidding me!
Still haven't got it.
EDITED AFTER REPLY
When you hit the tracking you can literally see it was not signed for.
RETURNS ARE NOT FREE FROM NZ (Seriously ..you didn't know that!) I had to pay around $45
Trying to figure out how to return from NZ was a nightmare.
I see you're saying a lot of of people are lying which seems to be your MO.
Update 8/5/25 The person I was talking to says he doesn't work for the company anymore but still replying on a soleau email address??
I've since found NZ post delivered to an address in Auckland and we are in Christchurch. NZ post cannot give me the address it was posted to and Sole AU are now not replying at all to my request for the address it was sent to. POOR FORM.

Brought a tracksuit in Jan 2025, in my experience there was a lack of information when tracking my parcel, after 3-4 weeks with no new updates. I assumed I got scammed so I contacted the bank to report it. My package arrived following my report to the bank, I notified the bank of its arrival however I was missing an item.

SOLE AU reached out re. bank chargeback and I arranged with the bank to return the money to SOLE AU as they were legit. Initial engagement with SOLE AU they were extremely rude and demanding.

From Feb to March, I was in contact with SOLE AU to locate my missing item, I was patient, and SOLE AU was helpful with their updates. I was told on different occasions that they will follow up with NZ post, package was lost, the package was found again, they were resending, or they were sending a replacement.

However, the tracking number remained the same and every time I tracked the parcel there was no information or the tracking number was invalid. I trusted SOLE AU that my package was on its way and will arrive as they gave regular updates when I asked.

Late March I got fed up with the same excuses from SOLE AU I called NZ Post myself and was told that my tracking number was invalid and there was no history of it. NZ Post advised I ask SOLE AU for the case number, this way they can narrow down the search for my package. I notified SOLE AU and they said they will follow it up and dismissed my request for a case number.

Later in the day, awaiting an update from SOLE AU to no avail. I called and messaged SOLE AU the phone went directly to voicemail and there was no response to my messages to refund my money if they are unable to provide an accurate update.

SOLE AU left me no choice to contact the bank again to retrieve my funds. I emailed SOLE AU asking for a refund, they refused a refund as I contacted the bank and activated a chargeback, I advised them I could cancel my request to the bank if they refunded unfortunately, they said "Well I can’t refund now that there’s an active chargeback on the order….
If I did that you would get a refund from me and again from the bank and I would lose double the amount".

There's a lack of urgency and professionalism from SOLE AU.

Three months later, I received 1 x item of my order, my second package allegedly missing, and the bank thankfully refunded the funds.

Reading other customer reviews, it seems like majority have similar challenges dealing with this merchant. SOLE AU need to look into a better system and suggest some training around customer service, communication. Your responses to your customers are appalling and extremely unprofessional.

My partner order a hoodie for me in December for Christmas .. still no sign of it ! This is shocking. Do not order from this company !

Your defence to someone criticising the service you supplied is to bring up personal information regarding the customers who spent money on the product you didn’t supply, you then threatened to not refund unless the review was taken down, then constantly emailed abuse for 3 days , then threatened to take the money out of my partners account again ? Honestly your responses are just strengthening my decision to 1 star review your company in the first place.
Below is some of the correspondence I’ve had with the delightful company;

Assault would be extremely unlikely as I am at the opposite side of the world but hey .. it’s Jiyats world, I must be a character in this movie he’s narrating 😵‍💫😂

I have contacted the OAIC and the ACCC in regards to this company and will hear back in the next 10 days. This has been a shocking experience to say the least.

Hi,

This item was lost by the carrier while in transit. While that’s not our fault, we acknowledge and apologize for the inconvenience caused.

This is the first we are hearing about this regarding this order. We have received no communication or had any contact with your husband.

It makes no sense that you would judge our response on TrustPilot when we had no idea who you were until you contacted us.

We are not scammers and it greatly offends that you would accuse us of such when in reality you haven’t even given us the opportunity to assist you. We have a 4.1/5 star rating as well so I don’t understand how you can claim we are a scam due to some fake reviews.

While we are disgusted by the rudeness shown in your review and email, we are still willing to assist.

Please remove the TrustPilot review and we will refund your husband for the order.

Let us know if you can do this so we can all move on with our lives.

Kind Regards,

Jiyat

Remove your review and my reply will be removed and everyone can move on.

Kind Regards,

Jiyat

So you won’t be removing despite your promise to do so?

Seems like you’re the dishonest person here….

How ironic you accuse us of being untrustworthy when your actions have shown us that your hypocritical nature.

There is nothing more appalling than your disgusting and pathetic and deceptive behavior.

I haven’t sent you any abusive emails, I have only highlighted the truth.

I will be taking this further.

We will also be charging your card on file to reverse the refund.

Kind Regards,

Jiyat

I recently had an experience with this merchant regarding a lost parcel, which was eventually located and delivered. While there were some hiccups with communication, the issue was eventually resolved, and I did receive compensation for the lost item from both Australia Post and the merchant as a gesture of goodwill.

The item I purchased was an Essential SS22 shirt. Upon receiving it, I noticed a misalignment with the rubber tag on the back, which raised concerns about its authenticity and potential defects. I reached out to the merchant for clarification, and they assured me the item was authentic and genuine. They also mentioned that, since I received the item free of charge, I wouldn’t need to return it and requested no further contact on the matter.

I’m simply writing this to share my experience and the process I went through.

Ordered two hoodies on December 4th. It’s December 23rd and I still haven’t gotten them. Wrote them an email and no response. Will never order from them again.

Excellent service 👏 thanks

Arrived quickly and in excellent condition as advertised.

Good. No issues with order or delivery.

I never recieved my item and when I finally had my enquiries answered I was rudely told it will be processed by the end of the week and then 2 weeks later recieved a message saying I'd recieve it in 3-7 days then two weeks later still nothing and order was still marked as order being processed rather than "shipped". Contacted my bank and got a refund!

Good communication. Product in perfect condition on arrival

My order was never sent. Took several emails from myself following up on my order. The company would not provide me with a phone number to discuss and would only contact me via email. After threatening further action as my order was never sent several weeks later, the person I was emailing asked me if I’d like a refund or a resend. I expressed that I would like a resend asap. 2 days later a refund was issued. Definitely would not recommend this company or their customer service. Extremely disappointed.

Edit to add: there is no phone number on the website help page, would be wonderful if you added it.
And unfortunately I do need to leave an honest review of my experience as it was exactly what happened. I looked into Australia post, they received the tracking information but never the package so it does seem the package was lost in the transition from your company to theirs. As I mentioned in the emails these things happen and that’s not what I am mad about. I am disappointed it took so many follow up emails for you to do something about this. In the end you were going to send a replacement and ended up issuing a refund without any communication about it. I would have liked to have written a more positive review but unfortunately it was not my experience. Also my emails were not requesting out of hours replies I would have happily called during business hours however you would not provide me a phone number and so everything had to be done via email. Your choice to reply out of hours not mine. I wish your small business the best and hope others don’t have the same experience as myself.

Arrived before expected date of delivery. I am very happy with the product.

Extremely happy with their service, ordered an essentials hoodie and it was authentic and awesome!

I purchased a hoodie from this company, and I’m really impressed with the quality. The fabric is soft. It keeps me warm and the stitching feels durable. It’s stylish, The material is thick enough for cold days but still breathable. The quality is fantastic. It’s warm, comfortable, and it’s become my go-to hoodie for casual wear. Highly recommended for anyone looking for a cozy yet fashionable hoodie.

I am only giving three stars as it took a month to receive my shoes when on the website it said they had stock on hand and to allow an extra 2 - 3 days for busy periods. It took two weeks just to dispatch!
Other than the very slow delivery……the shoes are just gorgeous, colours are better than I expected and the size is perfect! This was my first order with Sole Au.

Thanks guys quick delivery

Processing did take a bit of time, but once I had communication, shoes were here in the next 2 days. Great product and perfect fit .

Very nice 👍 company I liked and I be back to buy more stuff I’m from Ireland 🇮🇪 so I need wait 2 weeks for package 📦 but is good quality