Based on recent customer reviews, Cotton On South Africa is drawing sustained criticism around its online operation. Shoppers repeatedly report undelivered or wrongly delivered parcels, Click and Collect orders overdue well past the promised turnaround, and refunds outstanding for weeks after DPD Laser collections. Live chat, email and call centre support are described as unresponsive, scripted or dismissive. In store, complaints centre on exchange and return policy inconsistencies and unhelpful managers at branches including Gateway, Cresta and Clearwater. Positive feedback exists, praising garment quality, affordable pricing and helpful Fourways staff.
TrustIndex
2.2
NPS Score
-75
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Cotton On
What do customers say about Cotton On?
Based on recent customer reviews, Cotton On South Africa is drawing sustained criticism around its online operation. Shoppers repeatedly report undelivered or wrongly delivered parcels, Click and Collect orders overdue well past the promised turnaround, and refunds outstanding for weeks after DPD Laser collections. Live chat, email and call centre support are described as unresponsive, scripted or dismissive. In store, complaints centre on exchange and return policy inconsistencies and unhelpful managers at branches including Gateway, Cresta and Clearwater. Positive feedback exists, praising garment quality, affordable pricing and helpful Fourways staff.
Is Cotton On trustworthy?
Cotton On has a TrustIndex of 2.2 out of 10 on Hellopeter, based on 44 reviews in the last 12 months. Hellopeter has tracked Cotton On across 722 total reviews. How is the TrustIndex calculated? →
Recent reviews (44)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2026
Shocking service
Ordered online for my daughter. Never recieved a pair of pink slip on shoes which was on the receipt sent with the packages. I paid for the shoes yet never recieved them. I have emailed their customer care, given feedback on my order and nothing has been answered. Shocking service for a product that was paid for.
1 reviews | Active since Oct 2026
Shocking service
Ordered online for my daughter. Never recieved a pair of pink slip on shoes which was on the receipt sent with the packages. I paid for the shoes yet never recieved them. I have emailed their customer care, given feedback on my order and nothing has been answered. Shocking service for a product that was paid for.
1 reviews | Active since Oct 2026
Disappointing
I'm very disappointed with not only the online store for Cotton On, but the customer care line as well! I was browsing online and found these pajamas that I was very interested in getting, but with how they word their promotions and the imagery they use, it can be confusing as to what exactly is being sold, you have to really look at all the little details to find out what you're buying, anyway long story short I was a bit confused with this special they are running on their pajamas and so therefor I reached out to customer service and asked if they could please clarify what I would get if I bought these items, the person said to send them the code of the products I was interested in and so I did, they double checked for me and told me I would receive two sets of pajamas( two tops & two bottoms) I was very clear with my concern as I wanted two tops, along with two bottoms and if the sale wasn't that, I wouldn't have purchased it! The team came back to me and told me I would get 2 of everything. When my package arrived, I thought Wow my tops are missing? Maybe they are sending it separately? But anyway, nothing else came besides two bottoms, so I reached out, shared my concern, and the team came back saying they sincerely apologize for the mix-up, but I wasn't supposed to get two sets, and their customer care line misinformed me! But they appreciate me understanding... Now I don't want to be funny, but I already paid for my items, and I was expecting to get what they told me I would get. Surely, as a business, that's NOT how you handle a matter. I understand people make mistakes, and I accept the apology; there's no problem there, but as a business. You fix it! Send your apology, sure, but give them a discount... a voucher... send the items that were promised...ANYTHING! Because at the end of the day, I love your clothes and I want to buy items from you, but I am disappointed with how you handled the situation, and therefore I won't purchase from your online store again. It's about how you handle these mix-ups.
1 reviews | Active since Oct 2026
Disappointing
I'm very disappointed with not only the online store for Cotton On, but the customer care line as well! I was browsing online and found these pajamas that I was very interested in getting, but with how they word their promotions and the imagery they use, it can be confusing as to what exactly is being sold, you have to really look at all the little details to find out what you're buying, anyway long story short I was a bit confused with this special they are running on their pajamas and so therefor I reached out to customer service and asked if they could please clarify what I would get if I bought these items, the person said to send them the code of the products I was interested in and so I did, they double checked for me and told me I would receive two sets of pajamas( two tops & two bottoms) I was very clear with my concern as I wanted two tops, along with two bottoms and if the sale wasn't that, I wouldn't have purchased it! The team came back to me and told me I would get 2 of everything. When my package arrived, I thought Wow my tops are missing? Maybe they are sending it separately? But anyway, nothing else came besides two bottoms, so I reached out, shared my concern, and the team came back saying they sincerely apologize for the mix-up, but I wasn't supposed to get two sets, and their customer care line misinformed me! But they appreciate me understanding... Now I don't want to be funny, but I already paid for my items, and I was expecting to get what they told me I would get. Surely, as a business, that's NOT how you handle a matter. I understand people make mistakes, and I accept the apology; there's no problem there, but as a business. You fix it! Send your apology, sure, but give them a discount... a voucher... send the items that were promised...ANYTHING! Because at the end of the day, I love your clothes and I want to buy items from you, but I am disappointed with how you handled the situation, and therefore I won't purchase from your online store again. It's about how you handle these mix-ups.
1 reviews | Active since Mar 2026
Horrific. Slow horrible
Order: *** My name is Lerato Leso from JHB. I ordered a Cloud colored back back with gold personalization. I did not receive the bag except I got a personalized beach towel with someone's name on it like I paid for handme downs. I took it back to the store they refused to take it back. They have since promised to refund my gift card but even that is proving to take years now. I have been complaining for over 72 hours they promised me 48 hours . Thier communication is in hell , in the sense that they do not reply in time and even thier chats are hurried to get you off the line. CottonOn has disgusting service online. Its better one buys in-store and dont use the personalized option they will give you bad experience and make you pay for it.
1 reviews | Active since Mar 2026
Horrific. Slow horrible
Order: *** My name is Lerato Leso from JHB. I ordered a Cloud colored back back with gold personalization. I did not receive the bag except I got a personalized beach towel with someone's name on it like I paid for handme downs. I took it back to the store they refused to take it back. They have since promised to refund my gift card but even that is proving to take years now. I have been complaining for over 72 hours they promised me 48 hours . Thier communication is in hell , in the sense that they do not reply in time and even thier chats are hurried to get you off the line. CottonOn has disgusting service online. Its better one buys in-store and dont use the personalized option they will give you bad experience and make you pay for it.
1 reviews | Active since Sept 2016
Terrible customer service
Terrible customer service from cotton on Kollonade mall. I bought stick on nails on 22nd of Sep 2026. I was going to use them on sat the 24th Sep. But the nails were too small and I didn't use them. Yesterday I went to the store to return them with the slip, but the manager said they can't accept a slip that I was given by them and she made a ridiculous claim that I poured liquids on the slip that was in the cabion of my car. She suggested an exchange which I was willing for the nails I usually by there, but it turns out their price has been raised with an extra R100 difference. I just need my refund and I'll be staying away from cotton on.
1 reviews | Active since Sept 2016
Terrible customer service
Terrible customer service from cotton on Kollonade mall. I bought stick on nails on 22nd of Sep 2026. I was going to use them on sat the 24th Sep. But the nails were too small and I didn't use them. Yesterday I went to the store to return them with the slip, but the manager said they can't accept a slip that I was given by them and she made a ridiculous claim that I poured liquids on the slip that was in the cabion of my car. She suggested an exchange which I was willing for the nails I usually by there, but it turns out their price has been raised with an extra R100 difference. I just need my refund and I'll be staying away from cotton on.
1 reviews | Active since May 2019
Cotton On Online Is A No Go Area
They are terrible indeed... How can they send a delivery with missing items, that are fully paid for. I don't even want to talk about the call centre lady... embarrassing... She can't (struggling) to communicate with any of the South African languages, including English. She couldn't explain why the items were missing, and when will the new order be received... I couldn't hear any sound of remorse from that call...
1 reviews | Active since May 2019
Cotton On Online Is A No Go Area
They are terrible indeed... How can they send a delivery with missing items, that are fully paid for. I don't even want to talk about the call centre lady... embarrassing... She can't (struggling) to communicate with any of the South African languages, including English. She couldn't explain why the items were missing, and when will the new order be received... I couldn't hear any sound of remorse from that call...
1 reviews | Active since Mar 2026
Missing panties
Hi, I am extremely disappointed with the service I have received regarding my online order. I placed and paid for an order more than two weeks ago, with the order supposed to be delivered to the Cotton On store at Loch Logan Waterfront in Bloemfontein. To date, I have received absolutely no communication regarding the status of my order. No notification that it has been dispatched, no tracking information and no notification that it is ready for collection. The payment has already been taken from my account, yet I have no indication of where my order is or when I can expect to receive it. Your website states that Click & Collect orders to Bloemfontein should be available within 2–4 business days, so this delay is completely unacceptable. Please urgently investigate my order and provide me with a clear update, including the current location/status of the parcel and the expected collection date. If the order cannot be fulfilled, I require a full refund. I would appreciate a prompt response as this order has already been outstanding for more than two weeks. Kind regards
1 reviews | Active since Mar 2026
Missing panties
Hi, I am extremely disappointed with the service I have received regarding my online order. I placed and paid for an order more than two weeks ago, with the order supposed to be delivered to the Cotton On store at Loch Logan Waterfront in Bloemfontein. To date, I have received absolutely no communication regarding the status of my order. No notification that it has been dispatched, no tracking information and no notification that it is ready for collection. The payment has already been taken from my account, yet I have no indication of where my order is or when I can expect to receive it. Your website states that Click & Collect orders to Bloemfontein should be available within 2–4 business days, so this delay is completely unacceptable. Please urgently investigate my order and provide me with a clear update, including the current location/status of the parcel and the expected collection date. If the order cannot be fulfilled, I require a full refund. I would appreciate a prompt response as this order has already been outstanding for more than two weeks. Kind regards
1 reviews | Active since Nov 2025
Terrible customer support
I am not surprised by their low rating at all. Horrible online customer support. I don’t know what to do to get my refund anymore. I’ve been communicating with Joshua for almost a month and my refund request has gone nowhere The items were collected on 14 July and I’ve not been refunded , I followed up weeks ago, at this point I’m not waiting for a response for over a week and nobody has rep****
1 reviews | Active since Nov 2025
Terrible customer support
I am not surprised by their low rating at all. Horrible online customer support. I don’t know what to do to get my refund anymore. I’ve been communicating with Joshua for almost a month and my refund request has gone nowhere The items were collected on 14 July and I’ve not been refunded , I followed up weeks ago, at this point I’m not waiting for a response for over a week and nobody has rep****