Review Time
Visited the Adelaide Burnside store on Saturday 23/3/24. I was looking to purchase a dress for a wedding. I was extremely disappointed with the service or lack of it! My partner and I entered the store, were not acknowledged by either of the two women standing chatting to each other at the counter. We continued to wander around the store with still not assistance or acknowledgement that we were even in the store, we were the only customers in there. It’s fair to say that we left rather disappointed and frustrated as I did like some of the items however, due to the way we were ignored changed my mind about making a purchase. I went on to Zimmerman and received the service which one would expect, making a purchase there. 😕
Purchased from Warehouse sale - Label on dress incorrect. 3-4 sizes smaller than what was advertised. Despite the product being on sale ACCC still has requirements that all sales have certain requirements and the advertising of this dress was misleading. A request for replacement or refund has been denied .
I would give zero if I could. If I could post photos of the sealant that was put around my floor, you would not think about using this company. I will have to strip the sealant up and get a professional to do it. Dreadful, really dreadful work.
Wasn’t a cheap dress. The zipper was faulty on arrival and still faulty. However it’s not a ‘manufacturing fault’ so Camilla customer service have deemed it’s not their issue. Absolutely horrendous after sales. (This is the first negative review I’ve left in my life, this is just an arrogant company)
If they had great customer service, particularly online, i would rate my purchase a lot higher to reflect the clothing. However, no point in spending on high end fashion online when on sale if you cannot return for a different size. It’s not always right when it states sizing because I chose my usual size and the item is much too big. Camilla’s team just repeat that it’s policy is not to accept exchange or return sale items. I wasn’t asking to return in exchange something different, just a smaller size. They absolutely refuse to provide a service. Im now stuck with an expensive item I cannot wear. It will cost me a lot to get it altered. Absolutely crazy. Camilla’s team call themselves Angels and even add xxx to their emails after not providing a service. I thought everyone should know before you buy. A great shame and I do wonder if Camilla herself knows this is happening & the policy is unfair and outdated.
My very expensive dress, being delivered to the UK from Australia, arrived fairly promptly and is beautiful, ideal for my son's wedding in Greece. However, it is a little big. I asked Customer Services if the return policy was in fact from the date I received the dress instead of from the date I purchased (which would give me barely any time to return it) - and I got an AI cut and paste reply. No matter what I did, I couldn't speak to a human. Ideally, I needed to order the smaller size but having read the reviews on here over refunds etc, I figured it would be easier - and safer - to pay a dressmaker to adjust it. Doubt I would buy again from this company unless it was something like a bag. They’re ok when you’re buying but ignore you when you ask questions. Too risky - and a shame as the clothes are gorgeous. Please relax your return policy and improve your Customer Service - drastically
Ordered a Large Square Cushion and it arrived with a tassel missing and a feather fill insert not a cotton fill, so it was lumpy and flat. They stopped providing cotton fill which is dumb because they are cheaper than feather fill. The cotton fill is plump and shape bounces back, but feather doesn’t. Customer service refuses to provide a postage paid return even though the product is not as shown on website. Terrible. Absolutely terrible. Do not buy their overpriced ridiculous cushions, they’re awful. Customer service is grubby. Return Claim Made: YesProduct Appearance: Not as advertised
Love the clothes. I appreciate the quality, style, and size inclusivity. However, I wish I read the reviews online before placing an online order. They send a cute email when your product arrives congratulating you on your purchase and hoping you enjoy the clothes. But if it's faulty or doesn't fit right, you're in for a real treat. They use tricky wording on their return policy 'return within 14 days of purchase date.' If you're international, chances are high that you'll have less than 48 hours to decide if you're keeping your garment or not. The customer service team uses pre-made scripts and makes no effort to show empathy or consideration. Camilla does not care if you feel or look good in their clothes. They only care about taking your money and go on to blame YOU for not being proactive enough. My advice is either buy in-store if you are traveling (unless local to the store) or only order online if you are 100% sure of your size. Their sizing drastically varies by cut so you must be 100% certain. Finally, only order online if you're not facing a busy period. Miss the cut-off date by so much as a minute and they will not care. They will make it as difficult for you as possible should you change your mind. There you have it. Shop carefully.
I am in love with Camilla clothes. I order constantly online as I live in Greece and you can not buy them in shops but until now I was ordering only items with one size- O/S. In the summer, I got a wrong item and they sent DHL to my house to pick it up with everything arranged by them. This encouraged me to go on a shopping spree for the festive season and in November I made three orders totaling above EUR 12000. First of all, until now I did not receive the last order because they are shipping the orders partially and this makes the customs clearance very difficult and long. I am every day with DHL on the phone. One item from the first order is still missing. I want to return some items but now they tell me they have changed their policy and I have to arrange myself the shipping back, pay for it and wait for refund on both the clothes and the shipping. It takes ages to get back reply on emails. I confirm they don't answer the phone. Very very disappointed with the customer service. I believe I will not stop ordering but will make small orders not to confuse the customs and again back to only O/S items. Tip, the sizing is at least half size bigger than usual UK. For the ladies that are complaining regarding items marked Final sale and no return- I do not believe you have the right as it is clearly stated in red and is written in their policy.
I purchased an item according to the size chart on Camilla's website and the dress was too big. Upon explaining through several emails I would like to exchange the item for a smaller size the company refuses on the grounds the item was a final sale. Camilla taking no responsibility for their error, in fact quoting "we trust our customers with sizing" when making a purchase. Very poor customer service on the part of Camilla wherein they write xx's on their email notations and give the impression they are angels?? No angelic atmosphere in that company from Racael and Anastasia!!! Even told them the dress was for Christmas.
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CAMILLA AND MARC is an Australian women's fashion label launched in 2003 at Australian Fashion Week by Sydney-based brother and sister Camilla Freeman-Topper and Marc Freeman.
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