CE
Candice E

1 reviews | Active since Oct 2026

19 Oct 2026, 10:01

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.

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