The Iconic AU

Buyer beware! This company is an absolute joke & I highly recommend you do not buy through them. To say their customer service is disgusting is an understatement.

Given they were the ones at fault in the first instance I would have thought they could have demonstrated some goodwill to win back my negative customer service experience.

I purchased a dress through the iconic for a special occasion. On 3 separate dates i was left waiting for delivery but my parcel never showed up. As a result, the dress finally arrived after the event I intended to wear it at. This meant I had to rush out and make another last minute purchase which only increased my stressful experience and added unnecessary costs to me, not that Iconic would care about that.

Further to this, I had to escalate my unpleasant experience with 3 people before they agreed to give me a credit note which they failed to tell me I only had a 1 year expiration date. Being unaware of this, and being a full-time carer to a very ill, bedridden mum with cancer, I didn't have time to get online often. My mum sadly passed so I finally had the chance to get online to order something.

Despite my repeated requests for The Iconic to demonstrate some good will & extend the credit note, I was told they would not assist me and simply referred me to their terms & conditions. I believe special consideration in this instance for the appalling delay in delivery and time wasted waiting for a delivery that never showed up was more than warranted in this instance.

I'm actually more upset at their lack of empathy than the credit amount itself. It's time this company is held accountable for how they treat customers. I have read many, many bad reviews from other customers that are appalled by their customer service experience saying they are rude, unprofessional & unreliable. I have sadly joined this list of unsatisfied customers. When will they learn?

I can only hope that some one senior at Iconic who actually cares about the brand takes note of the following timeline following my appeals process below:

All they did was keep escalating my position to other staff knowing that they were never going to reinstate my credit.

Firstly, Isabella, a part of the Senior Customer Service Team just referred to me to their terms & conditions & bluntly refused to reinstate my credit.

Then I was referred to Harry, a part of the Escalations Leadership team who said the same thing as Isabella.

Then I was referred to Sally the Customer Experience Operations Manager who said the same thing & then referred me to Laura, the Customer Experience Operations Manager who just replicated what the other staff members said.

And they call themselves 'ICONIC!' I call them APPALLING! This is simply not the way to treat people. Excellent customer service goes along way & this company needs to be held accountable. I hope others reach out to me so we can escalate our dissatisfaction through the correct channels.

EXTREMELY dissatisfied customer!

The Iconic refused to exhange an item (a pair of jeans) for another size. I was not told this when I ordered and I expected that given sizes vary so much this would be standard procedure to exchnge if needed. The size they sent was much smaller than average sizes. They told me they won't exchange because the price was discounted. I will never trust them again. When I have tried to post a review, some sites seem to go straight back to The Iconic and they prevent negative review from posting. I will be interested to see if this one goes through.

I ordered a bag that is supposed to come with 2 detachable straps - 1 shoulder strap and 1 cross-body strap. When I received the parcel, the cross-body strap was missing. I reported this issue and was advised to report the item as faulty and arrange for a return/exchange. Why do I have to send everything back just so they can send them all back to me with the missing strap?I

I have been very impressed with the customer service I have received from shopping with The Iconic. The clothing choice is enormous, and the service is excellent. I have now bought many items, especially from the Iconic Outlet online store. Highly recommended.

Usually postage is quick. Quality can be a little hit and miss depending on the brand.
I buy ALOT of clothing from the Iconic and have done for years. Return process is super easy

Bad service when you are given an expected delivery date (and that is the reason you places the order in the first place) and when you call to chase you are told that it hasn't even been dispatched! Not dealing with these guys again I'm afraid.

I have been buying from The Iconic for many years. Love the speed of their delivery and wide range of products. Easy to browse and filter for products I need

Our order was submitted weeks ago but the parcel has not been delivered.
No response to emails or online feedback

Took ages to process my exchange and after days they decide to refund me $20 less. I emailed them but I never heard from anyone to apologize nor to check what has happened. Poor customer service. Absurd

I would give the company ICONIC. 0 stars because they won't exchange or give u a refund if u have an issue with the garments. PLEASE DO NOT BUY FROM THEM. DISCUSTING SERVICE. They had the ordasity to tell me to donate the garment after I purchased them.

The iconic ha eve the worse delivery times and the most inaccurate. I've purchased 3x time in 4 months and I waited 2 weeks the first time, 10 days the second time and now 3 weeks and still waiting. They give constant excuses as to why and won't cancel the order but yet it hasn't left Australia. I've purchased 2 items from Australia in the last 7 days and all have arrived. Iconic, I would never purchase again off this site. The worst experience ever and no support to track it down.

Terrible experience. I ordered some clothes for my daughter and paid for expedited delivery so that she could wear them for a very important audition. The delivery time came and went, and despite me contacting them 6 times to try to figure out what was going on, it took them 4 days to tell me the package was lost. They refused to ring the courier to see what was going on. When I finally got on to the courier, they told me they had never received the items from Iconic. They lie and lie and don't make the slightest effort to make things right. Will never ever shop with them again.

I guess it's all about personal experience but in all honesty I think that The Iconic is the best Australian online retailer. I have found customer service to be professional, helpful, friendly and efficient and I like that you can keep up to date with delivery of goodies. To avoid confusion, before you click "purchase" you will be alerted if the item cannot be returned for a refund. I also like that you are emailed when returned goods are received by the warehouse. Refunds are also very quick. What's not to like!

Bought a pair of slim fit TH Mens Pants for our son among other items for Christmas. Only just due to the matching season on the 2nd use he noticed the internal side of the leg seam approx 10cm long was faulty.

Contacted The Iconic who were 100% complying ensuring all my concerns were met while at all times showing genuine customer care, which is quite rare to come across these days. Provided pictures of the 'faulty seam' and within 5 mins - I was provided with 100% Refund & or Store Credit.

Stephanie at the Iconic went above and beyond to assist me. Definitely won't have reservations or hesitations to shop with The Iconic again - especially knowing they stand by their Customers.

Thanks The Iconic for making my inquiry super easy and positive.

Unfortunately, I don't know how to download and safe the Order for this purchase to verify authenticity proof of purchase - which it is 100% authentic. Order No. *******

I've been a customer of many years I buy regularly as online works best for my circumstances-I foster kids so from time to time I have many ppl residing with me who also purchase from there. All was fine apart from hiccups here & there that needed chasing up. Well all until recently when I noticed their change in return resolution. So please be warned as this is what The Iconic is now playing out. I had purchased a bag $600 however received a totally different bag. Tried to contact them the cue was long and I was preoccupied and couldn't wait. I went ahead and checked the item I originally ordered it turned out there was none left. So I processed to action a return for refund and headed off to post office to send back the wrong item. All was well Return was lodged and sent off. Item arrived and collected by Iconic 10th March. Up until now still no refund. When I question them I get the same answer as I'll pass it on and it will be taken care of in next few days. Over a month now since they physically received it I get the senior member email saying we will NOT be accepting to refund you coz we can't find your return. I said What The …. It is documented and lodged thru au post and you so have it. It's $600 of mine plus you have the wrong bag that u sent me in error. Well she just brushed me off as not our problem. Along with this that Im waiting on that I thought will eventually come hasn't. I sent back a damaged basketball it seemed to have had holes in it that isn't allowing it to be blown up. This item was sent back ( get this) 2 months ago and I'm still waiting on the exchange. That now if you go look up the tracking it doesn't show up anymore because it's been so long. My warning here is that I believe The Iconic is being deceitful. Making out they haven't received your returns then as time is ticking over into months the tracking details can't be found and they score the bonuses. I am still waiting on other high priced items that were purchased awhile ago Again lodged as received by the iconic But still NO refund and no one cares. Be sure people to save all your proof safely. Disgusting and damn right Dirty actions from The Iconic you people should be ashamed of yourself. Items I've returned to have been collected and well documented so I want my refunds.
They will NEVER see another dollar from me again. Shame on u The ICONIC shame!

I can't adequately describe my disappointment in these earrings. The description says One Size which isn't enough to show that they are extremely small. I doubt that you would see them on my four year old granddaughter. Unfortunately I bought them for an adult women. I knew when I bought them that there was a non-refundable policy. No wonder! I actually have no idea what I am going to do with them. Therese

I placed an order for $400+. They had issues and the order wasn't processed yet they managed to process my credit card details.
I contacted them and was told they were very sorry but I should re-order for another $400 and it would take 3-5 days before my money would be refunded. They wouldn't process the order I had paid for for me nor reserve the items so they wouldn't sell out. They didn't offer me any gift voucher but happily told me I could use my previous gift voucher that I had earned. Disgusting