I discovered St Frock in December 2015 and since then have spent over $1,100 with them over the last 4 months (that makes me a fairly good customer - or so I thought).
While a lot of the items I have been happy with there have been many that I have sent back as the quality of fabric has been cheap or the quality of workmanship has been very poor, sent back at my expense!
I have even paid my dressmaker to fix dodgy hems lines. Three dresses of mine have had uneven hem lengths, so they have been cut wonky and when I have advised Sty Frock of this, they just give you a stock standard answer of "garments can't be perfect". I even sent them photos of the garment for quality control purposes.
I am now at the point where I have had to return a number of items due to bad quality (at my cost still) and now have a large store credit sitting there unused because they won't give me a refund, but the problem is I don't really want to buy anymore of there cheaply made clothing as its costing me a fortune in return postage! I have appealed twice via email but they just throw the line "well thats our terms and conditions".
Sadly a major downfall with this company is there returns policy. Perhaps thats how they make there money by not giving out refunds as they know they would be doing regularly when a customer isn't happy with the quality. I think I will just stick to shopping with The Iconic, which have free returns postage and offer full refunds!
As mentioned in other reviews by other unhappy customers, I had 2 discount codes sent to me that did not work and after many phone calls and emails it was eventually rectified but a lot of time wasted on my part.
I’ve placed orders a few items with st.frock, and my experience has slowly become worse over time.
Order 1: Ordered Elizabeth dress in navy. I love it and wear it to work all the time.
Order 2: Ordered another Elizabeth dress in blue, plus a few other items including a Morgan dress, Vanessa skirt and Zoe basic black top. I had to return the Morgan dress and Vanessa skirt because they were a very clingy cheap material, didn’t fit well, and looked nowhere near as nice as the pictures. It took them over a week to process the return and give me a store credit, and this was only after I chased it up.
Order 3: I ordered 2 more of the Elizabeth dress in red and in black/white stripe. Plus a Head over Heels maxi dress and a cardigan. I had a 30% off voucher code that st.frock had emailed all their customers but the code didn’t work at checkout so I paid full price for all of the items. I emailed st.frock telling them my code didn’t work and asking for help with this but never got a response. I should have saved $72.
I received Order 3 last week. Most of the items are fine, except the red Elizabeth dress is faulty. It is the same size as the three other dresses I own in the Elizabeth style, yet this one doesn’t fit! It has been wrongly labelled, or something went wrong when the fabric was cut/sewed. The zipper is also faulty and gets stuck.
The st.frock returns form says that before posting a faulty item, I need to send an email first. I sent an email two days ago but have had no response yet.
So I am really hoping I am not stuck with this dress that can’t be worn. I can’t even re-sell it or gift it because of the faulty zipper. And to add insult to injury, the dress is now on sale on their site for $45. I paid $79!
Some of their clothes are really nice, and some are very cheaply made, it's a bit hit and miss!
If I get a response from St.frock I’ll update this review.
In a separate order, I purchased the chasing kate Brunswick skirt. Boy, do I regret that! It arrived at the same time as my chasing kate allessandra shirt, so there was double the disappointment.
Every single thing that I experienced with the other order, occurred with this one. The skirt was cheap and nasty, and there was no talk of any assistance from customer service to mitigate the incredibly negative experience I had at St. Frock.
I am a strong believer in good customer service. People come back to your store if you treat them with respect and dignity.
Being treated like I don't know my consumer rights, and don't deserve to purchase items which are as described on the website, was extremely negative.
I won't be back, because even though my first ever order with St Frock was great, I just can't trust them anymore!
I WAS WRONG ABOUT AFTERPAY! They don't protect you if you need to return items - you will end up with a credit note.
St. Frock's customer service and returns policies are the single worst bunch of policies I've come across, and I spend hundreds of dollars online a month. (Mainly at one or two stores though, so I can't review them all!! :-) )
I ordered the Chasing Kate Allesandra tie front blouse in polka dot in this order. Online, the shirt was stylish and lovely, but in person it had these big, disgusting epaulets with huge buttons on them on the shoulders.
There was NO picture of the epaulets on the listing, and the description simply mentioned a 'button detail' on the shoulder.
I thought this would be tiny- as you couldn't see it on the images. Imagine my surprise when the shirt arrived, with the awful epaulets dominating the style of the shirt. Ughhh.
Usually, when a customer service officer knows their store has messed up, they offer to help you out. They offer return shipping costs, or they allow you to have a cash refund rather than a voucher, as they want to keep you as a customer.
But not St Frock. I will soon pay $10 to return this junk and then have a voucher to use on some other junk, which I will hopefully NOT have to return.
It doesn't matter that the last thing I purchased was so beautiful. I won't ever shop with these guys again!
I ordered the most lovely dress from St Frock - the Azalea Dress in white floral.
It is so perfect, far more pretty in person than it even looks on the model, and the best thing about it, is I get to use Afterpay.
I wouldn't buy from St Frock if they didn't have afterpay, because of their returns policy. They only give credit for returns, rather than cash returns, which I find to be frustrating.
A person can't always tell what something's going to look like before they get the item, and a store doing credit notes makes it look as if they really just want to keep your money!
But, afterpay to the rescue! This service allows you to split payments up into 4 easy installments, so even after the expenses of Xmas and New Years, I could afford to snap up this dress! They also allow you to return an item if it isn't quite right, so if the dress was wrong, I wouldn't be stuck with a credit note and the payment installments, but could spend my money on something I actually wanted!
All in all, a fantastic experience, with free shipping to boot!!
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While a lot of the items I have been happy with there have been many that I have sent back as the quality of fabric has been cheap or the quality of workmanship has been very poor, sent back at my expense!
I have even paid my dressmaker to fix dodgy hems lines. Three dresses of mine have had uneven hem lengths, so they have been cut wonky and when I have advised Sty Frock of this, they just give you a stock standard answer of "garments can't be perfect". I even sent them photos of the garment for quality control purposes.
I am now at the point where I have had to return a number of items due to bad quality (at my cost still) and now have a large store credit sitting there unused because they won't give me a refund, but the problem is I don't really want to buy anymore of there cheaply made clothing as its costing me a fortune in return postage! I have appealed twice via email but they just throw the line "well thats our terms and conditions".
Sadly a major downfall with this company is there returns policy. Perhaps thats how they make there money by not giving out refunds as they know they would be doing regularly when a customer isn't happy with the quality. I think I will just stick to shopping with The Iconic, which have free returns postage and offer full refunds!
As mentioned in other reviews by other unhappy customers, I had 2 discount codes sent to me that did not work and after many phone calls and emails it was eventually rectified but a lot of time wasted on my part.