THE ICONIC

Customer service is very bad, I purchase a few peaces of clothing that are being delivered in separate day by different delivery partners, no problem with that. But one of the items in my order that has got Couriers Please as a delivery partner has been delivered to a wrong address and as of now I haven’t been able to receive this item yet. The customer service has been very bad and lazy. First they told me to check with the delivery partner giving me an excuse that they were not allowed to do that, when I return to them as I didn’t get any answer from their delivery partner they were able to check details with the delivery partner. They send me a picture of proof of delivery and a message saying “it confirms that your parcel has been successfully delivered to the correct address” even though the image show the opposite. Again is this laziness or just bad customer service? After I have stated again that the item has not been delivered to me, they send me an message saying the item was no longer in stock and that they would refund it my The Iconic account (not even refund the money). When I check the item in the website it still shows as available, so is it laziness to do the right thing again. Now, this item has been purchase with a discount and the same item available in the website does not have de same discount anymore, when I get my refund as it takes days to process apparently, I will not be able to purchase the same item anymore. I have mentioned this to the customer service and they have just ignored all of it. I have had a good experience with them a few years ago but it seems things have changed and the service is very poor nowadays.

Not what it used to be. In the past, promotions have been honoured, queries responded to promptly and products priced properly. Now you have a bot, delayed responses and no opportunity to respond once they eventually send a message back. Currently attempting to contact them about a shirt that shows as one price, but a different price in the checkout. As I was on the live chat attempting to get a resolution they changed it again, and then told me the promotion was over. Coincidentally in the five minutes between me sending the screenshot of the latest price, and them replying. They then didn’t reply to any questions. Unfortunately I have vouchers to use, but I will not be buying from the iconic once I have used my vouchers. The service is terrible and their ethos has definitely changed.

Iconic used to be a great company to purchase from. Reliable deliveries, great return policy, and good customer service (quick to respond). Unfortunately, the experience is getting worse and worse. Several items on the website have incorrect size charts and customer service doesn't fix the issues even when prompted; items arrive with stains or damage (thankfully can be returned); and customer service has completely fallen apart since that useless AI chat. Eg: - When asking to chat with an actual person, staff do not answer - If they do answer, they say they are investigating then they leave the chat without fixing the issue, then you have to contact them again, a new staff member responds, and they have no idea what happened prior, so you have to explain everything again - They may give you a time-frame to answer your question and they do not reply within the timeframe - They say their chat service is available Mon-Fri from a certain time to a certain time, but they rarely answer - They may not understand questions you ask them

I am very happy with the product price and easy return. But it’s hard to get connected with their customer service representatives—you sometimes have to wait around 10 minutes. When you finally reach someone, the representatives are often unhelpful and seem unwilling to assist. Those outsourced representatives respond coldly, just copying and pasting templates without addressing what you’re actually saying. Sometimes, they even leave you there without any reply...

Bad customer service and company policy. If you want return and long term customers, you should not have 12 months expiry on store credits. You rejected to give me back $167 store credits and at the same time you just lost me as a long term customer since 2014. 10 years!!!! I will not buy anything from this company again!!!!

I have a love-hate relationship with the Iconic. I love shopping, but I hate it when things don't go according to plan, which seems to happen very often...

WARNING DODGY WEBSITE. The Iconic tricks its customers through false/misleading advertisement. Just bought a jacket off this website. Entered my address in...

I ordered some Dr Martens boots through The Iconic. What drew me to The Iconic was that their website boasts 100-day free returns, and free delivery for...