Country Road Avaliações 73

ANOTHER poor experience with Country Road to join the numerous others on Trustpilot. The live chat/sms customer service repeatedly lied to me when I requested their email address, telling me twice that 'Live Chat & SMS only (no public email)per our contact page." They changed their story only AFTER I found their emails which are all @countryroad.com.au with various beginnings such as customerservice for customer service, online, reception for
head office and helen.wright for their brand manager directly but dont expect any action or response from their receptionist there either.
The Customer service staff via email then refused to provide me with their customer service phone number!! They hardly welcome contact with their customers!
Their phone numbers are 1800 801 911 (AUS) & 0800 105 655 (NZ) and head office (03) 8509 4200 not that customers can get through to them on the 1800 numbers.

So after over 20 texts and 3 emails to their head office reception, I called their head office on 03 8509 4200 where the receptionist talked over me, cut me off and hung up on me - hardly the professional response expected from a supposed high end brand!!! The head office is also the H.O. for Witchery which is another brand along with Mimico, Politix, Trenery that Woolworths Holdings own so more price gouging from the corporate giant!!

After a further 20 plus more emails to their customer service, AND emailing their Brand Chief Helen Wright directly Country Road remained berligerant, disinterested, actively blocking contact and continue to breach Australian Consumer Law by refusing to supply the item I purchased on sale that is in stock at the non sale price- after they confirmed the order, took payment, then cancelled the order so they can sell it at the higher non sale price!!!
They've lost ANOTHER loyal customer, not just Country Road but Witchery, Mimico, Politix etc. I am only shopping with their compeditors from now on.

I had 2 in date loyalty vouchers which I wanted to redeem on a recent instore purchase. Once paid, I checked the receipt and only 1 was applied. The staff at CR claim only 1 could be seen on their system despite me showing them the 2 on the app. CR staff claimed other customers had been experiencing the same problem throughout the day and to contact customer service. Customer seems have reissued the voucher, as it disappeared the evening of my purchase-luckily I’d taken a screenshot as proof. The problem being, I can’t redeem it on the purchase made but instead now need to make another purchase to benefit from it. A system error that benefits the store, wanting me to now make another purchase to redeem the voucher…NO THANKS, that’s not happening, goodbye voucher + goodbye loyal customer!

Worst phone communication.
The stores never answer the phone.It is really frustrating especially when you spend 1000 of dollars at this store

Ordered shorts which I regularly order as they well priced but the colour fades pretty quickly so dont last a whole summer but I just order another pair. Ordered two pairs on the 29th January 2026 and got a confirmation email saying will take between 3-5 business days and which address they were going to which was our address and a tracking number if I needed it. On the 9th February 2026 I contacted customer service asking where my order was as I had only recieved one email saying my order had been recieved - normally you get an email when shipped and delivered. The tracking number provided in the email was invalid so that was useless. I was issued a case number on the 9th February. On the 11th February I contacted them for an update but there was no update - contacted them on the 12th and 13th February saying it obviously hadn't shipped and I could I just get a refund as would just buy some shorts from a physical shop - they wouldnt agree to this. On the 16th February 2026 still no shorts and no update so I said to customer service I was going to lodge a refund request via my credit card company as this was ridiculous - well of a sudden things started moving as that would mean Country Road would have to pay an extra fee. He gave me a completely new tracking number and said it had been delivered. On checking the tracking number it showed they had attempted delivery - left a card and sent to the local post shop. Went to the post shop to collect and even though I had put the correct address on the order and on the confirmation email I recieved they had put the wrong address. So they sent to wrong address and given me wrong tracking number and then I had to spend over a week of my time with their CS team trying to resolve. In the meantime I had bought two new pairs of shorts elsewhere. Got an email response from CS which was pitiful - AI probably wrote it. Whilst my account doesnt show many purchases my wifes account might have triggered them to treat me a bit better. Anyway our family will never use this company again and will tell anyone who listens not to use them either - just another typical Aussie company rorting Kiwis - moral of the story support local - I have learnt my lesson. My first ever review post on the WWW as well !

Comes across as a professional company but total opposite. Poorly rated due to courier issues and reviews on their website only allows positive ones.
Having lived in Europe for a number of years and spoilt with the extensive range of clothing companies, decided to try Country Road. Overall found them more on par with Next and Gap in quality but higher prices.
I ordered four items mid November and hoped they would arrive before the end of the month. Issue was four different couriers from four different branches with no means to change the order or couriers. Highly inefficient and not environmentally friendly either.
Fast forward and two arrived aftet two weeks of ordering and the last two were 4 weeks from ordering. Totally disappointing to have to wait for four different orders arriving on four different days.
Packaging was also OTT - a small cap came in a large box with wasteful amounts of bubble wrap.
Country Road sent me an email to review the experience of each order. Each review was portrayed honestly of around 5 lines with one line mentioning the courier issue. Each came back from CR that I needed to focus less on the delivery and more on the product. Cut it back even more and surprise, surprise none of the reviews with 2 or 3 out of 5 were published as CR don’t want the negativity on their website!
Needless to say found the whole experience deflating with average product quality, high prices, poor delivery service and packaging.
Cannot recommend.

like all fashion labels now every time I buy something to replace an older version, which was a firm favourite I'm looking to see where they have made cost cuts and reduced quality. never disappointed. I have no issue with their online orders very fast service. no complaints. my general beef is with the removal of things that make the clothes good quality. for example the v neck t-shirt was a favourite over the years had many in different colours, just ordered replacements and noticed the difference - in my older t shirts there was a curved additional layer of fabric, in the back where the tags are. gone. It's not the same but the price is the same. I'm not buying clothes any more the fabric is getting thinner and thinner in all labels, and the cut is ridiculous. I'd rather they stop giving to causes and put the money back into the quality.

They have not refunded a returned item
Absolute silence from customer service It’s non existent Im over a $100 out of pocket Be aware that if you buy from Trenery it’s the same company Had problems a few years ago Never again
Im thinking of reporting this company to the commerce commission they should not be allowed to sell online

Terrible customer service for an Australian clothing company. Ordered and paid for a dress in November for Xmas which never came.
After chasing this up of the past 12 weeks I am finally getting a refund allegedly which will take another 2-5 days.

So I will NEVER order from this company again.

Honestly I was so disappointed/upset when An Embroidered Heritage Tote bag I had ordered (amongst heaps of other items for gifts) on my Granddaughter opening Christmas Day still had SECURITY TAG ATTACHED. We have no Country Road outlet near & very upsetting..My Granddaughter was devasted she couldn’t take on her holiday! NOT IMPRESSED AT ALL

Just as the review below, promises of delivery before Xmas then receive email to say delivery probably early to mid January.
Then communicated to one of their bots online that had no idea cancelled my order not on request.
Just amateurs and will never purchase CR again!

If I could give zero stars, I absolutely would.
I attempted a gift exchange at the Botany Town Centre store on 2 December. Staff were unclear on their own returns policy, tried to charge extra for like for like or lower value exchanges. One item exchanged without issue, making the experience inconsistent and confusing. I formally emailed a complaint to the team and followed up multiple times via email and social media. I only received a case number after my third follow up at 2 weeks, and it has now been over 3 weeks with no resolution. Poor customer service, communication and lack of policy
knowledge.
Really expected better from the Country Road Brand

I ordered from CR at the start of December and my order, a Christmas gift, still hasn’t been dispatched.

When I followed up, I was told they understood it was important because it was a Christmas gift and that it would be prioritised. I waited, but never received a tracking number, only an email advising the delivery date had been further pushed to 4/1/2026!

I followed up again via their SMS service and received no response. Two days before Christmas, I contacted them for a third time and was told the order still had not been dispatched and that the matter had been referred to a case manager.

At that point it became clear I was dealing with a dodgy, offshore chat centre with staff trained to lie, deflect and reassure, but not to resolve issues, while the company continues to hold your money.

Taking orders weeks ahead of Christmas, which are clearly Christmas gifts, and failing to dispatch them, while deliberately misleading customers who inquire is beyond unacceptable.

I knew that Country Road had declined as a reputable retailer, but I didn’t realise just how far until now.

Not sure about others. I absolutely love all their products as well as ordering through their webstore.

Forget about buying online with CR - you'll most likely not receive your item, or only partially then spend WAY TOO MUCH TIME communicating with their hopeless online "customer service" trying to locate your order. They don't give a rats about their customers!!

I tried to purchase a garment on the Country Road website and it was a nightmare. It kept saying I had an account - I don't. When I tried to login I couldn't. When I tried to open a new account that didn't work either. So I bought another garment from another online outlet. I don't recommend Country Road online shopping.

I absolutely love CR stores and always receive great service in person. However, my experience with online ordering and customer support has been extremely disappointing. There is no phone number to call, and my concerns were completely dismissed.

I placed an order, received a notification that it was on the way, and then another saying it would arrive that day. Only after contacting customer service did I learn that they only had a manifest with my order, and all they offered was a refund. No explanation, no effort to resolve the issue. I even sent screenshots as evidence of what I had said.

Terrible, terrible, terrible experience. Worst customer service I have ever experienced.

Manager finally contacts me. Tells me I was rude to their call centre, when I certainly was not... I have all the correspondence between us and not rude in anyway .. direct and honest yes and annoyed and called them out on poor customer service but not rude... On the other hand they were rude. Manager basically told me shop elsewhere, they don't want my custom and refused to give me further details as requested to escalate my complaint... I definitely now will never go back to any of their brands, she obviously has no management resolving skills , in fact she was rude in her response. Lost a customer who spends well over 15-20k a year across all brands. Their loss not mine .. plenty of better customer service stores elsewhere, which for the record country road I have NEVER had any issues with .... Bad customer service all round

The Country Road webpage stated if i bought the blk circular placemat - it was a set of x4 - so when I ordered I bought 2 x sets = 8 placemats. order confirmed - then I had only x 2 placemats turn up not x8. I emailed customer service - they just said - it was wrongly described! now they have no more and I ahve x 2 useless placemats!

I've worn Country Road clothing since I can remember so I never thought I'd be in the position of writing a negative review. Sadly their online shopping experience is awful. My latest experience is ordering an urgent click and collect "ready within 8 business hours", not hearing anything from them after 12 business hours, trying to phone but getting a voice message to say that to enhance customer experience they no longer answer the phone but use online chat, then getting someone who had no idea what had happened to my order. When I suggested he phone the designated collection store, he advised that they can't even phone the store themselves. So I've now I've paid for items, I haven't got the items, CR have no idea where the items are or when they might be ready, and no way of finding out. Yep that enhances the customer experience alright.

I understand why Country Road is doing so badly, it’s their customer service. It is absolutely shocking. You try to find a product online and if it says check in store only, but you can’t call a store to check, they don’t allow you call stores anymore. I then tried the chat function online and it was time consuming and the girl was terrible, she said I could call David Jones as they had a phone number and when I got through told they didn’t have what I wanted in stock even though the chat person is telling me they do. Well they just lost a sale. What a waste of time I will shop elsewhere