I ordered a UK size 8 shoe. I was sent a UK size 7 shoe. I sent this back, but was sent another UK size 7 shoe instead of a UK size 8. When I contacted The Iconic, they said they'd get back to me within 1 business day. They didn't. I contacted them again. I was once again told I'll be contacted within 1 business day. 11 days have now passed, with still no resolution in sight. The customer service representative I last chatted to would not immediately escalate the issue to his manager. I had to ask him to escalate it whilst I was chatting to him.
I've also had to make 3 trips to the post office because the courier they use couldn't be bothered to bring the delivery to my door. There was someone home at all times on each delivery day.
Poor Customer Service, Inventory control and No package
I ordered an item on the 19th of December with an expected delivery date on the following Monday the 22nd. No package arrived. I had to call numerous times over the next eight days to follow up. They had no tacking number, no communication with the warehouse. I asked for a refund, to which they indicated they would forward this onto the refunds team and call me back. I got no return calls and pro mised. I was promised to have a refund by the 29 and would receive a call. Guess what no refund.
I had to chase them up once again and they gave me the usual scripted run around. I said I would lodge a complaint with the Fair trade office and they promptly refunded the money. Shows how hard it is to get a refund, by using delaying tactics.
I get a follow up email stating they actually didnt have the item in stock. Glad to see they are willing to charge my credit card and are very reluctant to give a refund.
Please read up on your shopping rights. Follow the link below and contact the relevant authority in your state. https://www.moneysmart.gov.au/media/347756/kit-acl-factsheet-shopping-rights.pdf
this is my first time shopping with the iconic. i read some review before i bought from them and the review was good, so i decided to look their stuff in the web. I immediately fell in love with pink tote bag which was on sale and it was coincidence that i need gifts for my twin nieces. the bag comes in pink and green color so i thought that will be perfect for the twins. It also will save my time in the weekend looking for gifts. as I looked in the web, I also found other cute bags for me, then i think yeah might as well buy those bag to make my order free delivered. I ordered on Friday.
today, Monday, I received the package. Just to know that the pink bag for my twin is not there. the other bags were there, it's only the pink one that is missing. I immediately contact iconic and i was on live chatting with samantha, then nicole, than jordana (the manager). All of them said the same. the bag is out of stock and we will refund. I DO NOT WANT THIS ANSWER. it was there before in the web, even if i open my account it was still written that the bag is "processing". there wasn't any warning that the bag was low in stock or X-amount remaining like other e-store. I am very disappointed. the only thing that made me buy stuffs in the iconic was the only one that is not in my hand right now! IF ONLY I KNEW THIS BEFORE, I WON'T SHOP HERE...
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I've also had to make 3 trips to the post office because the courier they use couldn't be bothered to bring the delivery to my door. There was someone home at all times on each delivery day.