Theiconic Reviews 478

I’m a loyal customer who spends a few hundred a week at this business. Well not anymore.

I’ve been waiting over two weeks for an order. The tracking shows it having been sent but no update for weeks.

I contact the company and they don’t take phone calls. I reach out online and the person or bot tells me I have to follow up with the courier.

I don’t get paid to do your job hun. I’m the customer, where is the service?

Do not purchase any valuable items from The Iconic. I ordered a $1078 watch and it was delivered and presumed stolen, as The Iconic used a courier that says they do not send valuable items, and has “authority to leave” as a default, regardless of order amount. I am now out of pocket and The Iconic has said they refuse to help based on their terms and agreements that put shipping responsibility onto the customer, despite the customer not have carrier selection rights.

The item was sourced from a third party supplier. I was given a two week turnaround for delivery. I recieved two updates, both advising there was a delay in processing at the supplier end. No update to estimates of the new delivery dates in both cases. I requested a cancellation of my Order. Iconic offered to ask their "partner provider to cancel the order at their end so we can process the refund for you". I recieved a subsequent update saying "due to strict compliance with our partner provider, we are unable to cancel your order on our end". I was invited to return the item(again no estimate of delivery date) using their free 30 day return policy.

Great returns policy but I wasn't able to use the first order code on RM. Wiliams.

I ordered UA shoes from The Iconic in Size USM11/W12.5 they sent me size USM9.5/W11. Way too small so i requested an exchange for the correct size to be sent. Well after 3 extra days of failed promised (SMS: IT'S COMING TODAY) delivery by Australia Post it arrived, But to my great disappointment when I opened the package I found that once again the supplier (The Iconic) had sent me the wrong size again after they specifically promised this would not happen again. Did they care no? NO, there solution was to just give me a refund, when I explained I really wanted the shoes not once but twice, no solution was offered, a miniscule $20 store credit !!! Under Armour shoes are not cheap and i bought them in a Frenzy sale. So its a WIN WIN for The Iconic I will now have to pay more for another style of shoes. THANKS FOR NOTHING THE ICONIC I WILL NEVER BUY FROM THEM AGAIN AND I RECOMMEND OTHERS DON'T THEY HAVE VERY POOR LOGISTICS.

I fully appreciate that refunds due to 'change of mind' are at the discretion of businesses. The Iconic is very strong on advertising that they offer free returns up to 30, and that the consumer has the choice to get the amount refunded to the original payment method or in the form of a store credit.
That being said, I now find myself in a peculiar situation trying to obtain a refund where I have used a gift card to pay for part of an order and paid the remainder of the order with another payment method (I'll call this, out-of-pocket).
Upon trying to return an item of my order I opted for a refund, it then proceeded to tell me that I would only be refunded part of the out-of-pocket amount and not the total out-of-pocket amount. An everyday consumer would assume that any out-of-pocket amount would be refunded before any gift card amount is refunded.
In my case, returning an item from the initial order meant the gift card amount would now cover the entire cost of the order. Thus I was expecting the full out-of-pocket amount to be refunded, with the remaining portion of the refund in a credit; with all other items in the order now being fully covered by the gift card.
After speaking with customer service (who try their best, but have no authority to do anything) and asking for the specifics of the T&Cs. They advised that when using a gift card plus another payment method to make a purchase, The Iconic distributes a portion of each payment method to each specific item in the order and not to the total cost of the order, as you would traditionally see with other stores. This means that consumers are left out-of-pocket when returning part of an order, even though they may have a gift card/store credit that could be used to cover the difference.
For example: You make a purchase worth $150 which is made up of two items worth $75 each. You make a payment using a $100 gift card and pay the remaining $50 using another payment method (out-of-pocket). You then decided to return one item for a $75 refund, as an everyday consumer you assume that you will be refunded the $50 out-of-pocket amount plus $25 in the form of a credit, with the reaming $75 covered by the gift card.
This is not the case since The Iconic distributes a portion of each payment method to each specific item in the order and not to the total cost of the order. You would instead be refunded $25 for your out-of-pocket amount and a $50 credit. This means that $25 of the consumer's money is kept by The Iconic despite the customer having a credit/gift card that would cover the cost.

This does not benefit the consumer and only serves The Iconic; it allows them to capitalise on orders where there are multiple items, paid partly by gift card, where a return is initiated.

If you are planning to use a gift card to pay for part of your purchase, proceed with caution. While The Iconic may be within their rights to implement this policy, I find it to be highly unfair and not transparent to consumers. I plan to lodge a complaint with the ACCC about this practice.

Ordered a suitcase on 9 October. Received an email to tell me that it had been shipped on the 10th. No tracking updates for 2 weeks. Finally managed to contact the courier on 25 October who told me The Iconic had not even organised for it to be picked up yet.

Their response (when I manage to get one) has been to either blame the courier or now to blame their "partner provider".

Zero customer support: phones that aren't answered due to "technical difficulties", a useless chatbot on the website, and email that only ever gets canned responses.

Looks like I am going to have to contact Fair Trading to force them to give me a refund. Worst online shopping experience I've ever had.

Update: so now they admit that they have lost my order but won't refund me -- they will only give me store credit. Why would I want them to keep my money so I have the privilege of trying to order from them again when they stuffed up this order so badly?

I purchased shoes last year and got my package in about 2 weeks which I was ok. Item was good but the issue is is OMNI SEKO who handles packages and delivery. Even though my experience turned out fine it started off bad. And there has been so many complaints since my purchase im afraid to order again. ICONIC NEED TO GET RID OF OMNI SEKO. Such a good store if ot wasn't for the delivery service, lack of refunds. 3 stars because my package arrived but also 3 stars because ICONIC need to change there policies.

I remember a time when i thought i would never have to vivist a shop again, Iconic was influential in creating this vision after sucessful online purchases through them. That was then. Now? where do i start. READ THE FINE PRINT. They will not return if on sale, even though the items are nothing like promised and inferior fit/design and quality as advertised. Too bad they say, it was on sale. Impossible to deal with after the purchase I am certain they create these barriers deliberately hoping customers give up, most of them do. Except me. Disgraceful, they should be ashamed, take your money lieterally anywhere else.

I love this site. Definitely recommend. I'm talking to you New Zealand. I've never had a problem with this site. Delivery is sometimes faster than domestic bloody shipping. Plus, the discount on top of first discount is awesome (i.e., further 30% at checkout).

Shipping was fast but it took them forever to process refund. When I finally followed up, I was told that the parcel had arrived but they have "backlogs" to process the refund and it took over 20 days to finally receive my refund.

Had a mishap with couriersplease who never got back to my enquiry about an order. Rang iconic and they informed me of the parcel movement, immediately refunded me and got me to reorder. It was very simple process. The person on the phone was efficient and super helpful. Put my mind at ease!

Terrible customer service. Cancelled my order after they had debuted my credit card then didn’t refund the merchant charges. Do they referred to their terms which didn’t state they refunds would not be provided in full.

The most reliable online store in Australia. Incredibly easy to deal with,shipping, returns and communication re.items is a breeze.
I shop on Iconic before any other brick and morter OR online store.

I ordered two quilt sets for my daughters. When only one arrived in the parcel, I immediately contacted them. I was told their distribution centre claimed both were sent, so they would not be sending a replacement or refunding the payment. They were rude, implied I must be lying as their stock numbers were correct, and refused to help resolve the situation. There have recently been issues with the reliability of their service, but I thought that must have been random bad luck, but obviously they aren't as good as they used to be. After shopping with them since they first started as a company and spending thousands with them, I will never spend another cent. The rudeness of their responses was disgusting and offensive. Never again.

Worst customer service ever.
Didn’t accept an item I returned and I didn’t even try the item on!
Item was still in original packaging & all tags attached.
I have never seen this in my life.

Lost a customer whom spent $10k+ a year on their online store.
Poorest customer service I have experienced in Australia! Will never buy from them again

What a funny and stupid policy of not accepting the return just by taking a tag off, I mean come on ? I just wore one shoes for 2 hours and found out the size was not true so wanted to return and they said no. And the lady on the phone had no idea , this company is absolutely shambles. Please do yourself a favour and don’t buy anything from here, Dodgy website

Iconic sent my item without my authority to leave which they claimed by purchasing with them, customers by default give authority to leave. In their terms of conditions, it states that options shall be given to customers which contradict themselves giving no choice to customers. I also previously suggested that no item shall be left unattended but they purposedly ignored my direction that my parcel went missing and stolen.

Under AusPost guideline that a postman can assess whether there is a safe place to leave the item. The item cannot be left if it’s exposed to the street and not hidden from passerby’s view. I placed a note at the door to not leave the item if noone is at home.

Now, Iconic just wiped their hands saying that the item tracking system showed the item has been delivered and did not want to take responsibility of the stolen item and I am out of pocket a few hundred dollars.

Don’t buy from them, poor customer service. I am disputing this order via bank but it will take forever to get a resolution

The iconic used to be such a good website to shop from. However my last purchase was a complete sh#t show! Address Line auto population made address wrong slightly (in apartment so is a bit tricky). Within 30 seconds of purchase alerted customer service who said they would ammendment. Purchase was coming from a supplier directly so they said they were unable to change/cancel days and weeks of trying to cancel or change address unsuccessful. Eventually I contacted the wrong address people myself.

Use of secondary suppliers has made the Iconic terrible to work with. Spare the trouble and go with Amazon instead.

The Iconic used to be my go to online shopping, their delivery service was great, now it’s just a disaster, bought the same dress from catch for $30 and The iconic had the dress still more than $100. I found it more expensive, customer service terrible, try not to return anything they make it hard to. Still waiting for my order.