Cotton On *****ing

On the 26st of April I ordered a few winter essentials for my son online. It arrived surprisingly fast a few days later but upon further inspection, we noticed one of the hoodies was damaged. I followed the return steps and received a request for my details on the 1st of May to which I responded on the 2nd of May.

Nothing happened until the 19th of May when I received another e-mail apologizing for the delay and “hoping” that my enquiry has been resolved in the meantime. I immediately responded that it had not been resolved.

Three days later I finally got an e-mail confirming my return details which were apparently provided to Dawn Wing.

Four days later I was surprised to receive another automated mail asking for my return information.

On the 4th of June I provided Cotton On with the details yet again.

I received a response the same day stating that my details had been handed to Dawn Wing and that I can expect the damaged item to finally be collected with 5-7 days.

In the meantime, I reordered the same hoodie as it was an essential item. It arrived a few days later as you clearly don’t have a problem taking my money, only refunding it.

Fast forward to the 14TH OF JULY when I realized that I STILL have the damaged hoodie laying around. I e-mailed Cotton On once again to which I received an automated response asking for my return details YET AGAIN.

This morning I woke up to an e-mail saying my enquiry has been closed as they have not received a response from me.

Are you serious Cotton On? I have been avidly supporting you for years and it is so sad to see how your customer service has dwindle down to the same level of service you would receive in this third world country.

This almost 3-month long saga makes me feel that this is borderline *****ing and *****, and I will not be supporting Cotton On in the future because of it.