I really thought that The Iconic would be an easy and pleasant experience as they seem to have a good return policy, overnight delivery in inner Sydney etc etc. It was the total opposite. I ordered a flower girl dress, inner Sydney, was despatched same day but never arrived. The company refused to send me another dress unless I paid for a second one and tagged me along for two weeks telling me they would advise me of it's arrival when they had sorted it out with Australia Post. Eventually they stopped replying to my emails, I sat and waited and no-one called. I was patient to begin with but in the end I had enough. I called them for the third time and finally got someone that was eager to sort it out, I was told if the dress had not been found with in a couple of days, then it wasn't going to be found at all. So basically give up. I asked once again for them to please send me another one, but by then they were out of stock. They vaguely mentioned a voucher as compensation, but never sent one and when I followed it up, that email was also ignored. So two weeks after my order I was left with no flower girl dress and a bad, bad taste in my mouth. Do not recommend.
I purchased some heels from the Iconic with express delivery. Having read their Ts & Cs on delivery to Perth and refunds (as well as having purchased items online before), I didn't think I would have such a dismissive response to my query when these heels turned out to be incredibly uncomfortable. Once evening is all it took for these heels to become unwearable and basically the most uncomfortable shoes I have ever worn. As I wore them out for the evening to the Theatre (no major signs of wear visible) I was not eligible for the straight forward returns policy. I was advised on line to call up and explain my query further. The Customer Service agent wasn't helpful and only repeated the information that was already available online. She conferred to her manager and repeated the before information.
Any other shop would've listened to the query and provided a solution, the Iconic unfortunately is not yet a company that is able to manage real customer queries. I will not be ordering from them again and have reported them to trading standards.
I bought a Riviera Striped Maxi Dress from the Iconic last year for $79.95. Being the middle of winter, I unfortunately didn't try it on for while after delivery. The first time I wore it I noticed the stripes on either side of the dress don't match up from the seam in the middle. I'll never wear it again as it not only looks odd but the quality is poor.
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...
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
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.
I had ordered a red wrap dress from the iconic.com. The product had failed to be delivered. Then I had contacted them and was informed that the startrack had deliver the item that night while I was home to my front door ... No knock nothing just left. But according to the iconic it's perfectly safe on my doorstep after I had requested the item be left behind a bin. Due to the incompetence of the iconic and startrack I strongly advise no one use this site. Very disappointed.
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