Review Time
Ordered shorts which I regularly order as they well priced but the colour fades pretty quickly so dont last a whole summer but I just order another pair. Ordered two pairs on the 29th January 2026 and got a confirmation email saying will take between 3-5 business days and which address they were going to which was our address and a tracking number if I needed it. On the 9th February 2026 I contacted customer service asking where my order was as I had only recieved one email saying my order had been recieved - normally you get an email when shipped and delivered. The tracking number provided in the email was invalid so that was useless. I was issued a case number on the 9th February. On the 11th February I contacted them for an update but there was no update - contacted them on the 12th and 13th February saying it obviously hadn't shipped and I could I just get a refund as would just buy some shorts from a physical shop - they wouldnt agree to this. On the 16th February 2026 still no shorts and no update so I said to customer service I was going to lodge a refund request via my credit card company as this was ridiculous - well of a sudden things started moving as that would mean Country Road would have to pay an extra fee. He gave me a completely new tracking number and said it had been delivered. On checking the tracking number it showed they had attempted delivery - left a card and sent to the local post shop. Went to the post shop to collect and even though I had put the correct address on the order and on the confirmation email I recieved they had put the wrong address. So they sent to wrong address and given me wrong tracking number and then I had to spend over a week of my time with their CS team trying to resolve. In the meantime I had bought two new pairs of shorts elsewhere. Got an email response from CS which was pitiful - AI probably wrote it. Whilst my account doesnt show many purchases my wifes account might have triggered them to treat me a bit better. Anyway our family will never use this company again and will tell anyone who listens not to use them either - just another typical Aussie company rorting Kiwis - moral of the story support local - I have learnt my lesson. My first ever review post on the WWW as well !
Similar to previous feedback, I was promised delivery before Christmas, only to receive an email stating it would likely be pushed to early to mid-January. I then interacted with an online bot that mistakenly canceled my order without my request. This experience felt unprofessional, and I won't be buying from this seller again!
I have always enjoyed shopping in person and appreciated the service. Unfortunately, my online ordering experience has been very frustrating. There’s no phone support available, and my inquiries were overlooked. After placing an order, I received notifications about delivery, only to find out later that my order was not actually on the way. The only resolution offered was a refund, with no explanation or attempt to fix the problem. I even provided evidence of my correspondence. This has been a terrible experience overall.
I have always appreciated the in-person service at various stores, but my recent encounter with online ordering and customer support has been incredibly frustrating. There was no phone number available for assistance, and my issues were entirely overlooked. After placing my order, I received notifications indicating it was on its way, followed by one stating it would arrive the same day. It wasn't until I reached out to customer service that I discovered they only had a record of my order, and the only solution they provided was a refund. There was no explanation or attempt to fix the situation. I even shared screenshots as proof of my communications. Overall, this has been a dreadful experience. The customer service was the worst I have ever faced.
After finally being contacted by a manager, I was accused of being rude to their support team, which I was not. I have all the communications to prove I was direct but not disrespectful. The manager suggested I shop elsewhere and refused to provide further details to escalate my complaint. This experience has made it clear that I will not return to any of their brands, as the management lacks the skills to resolve issues. I spend a significant amount annually, and it's their loss, as there are better options available.
The webpage indicated that purchasing the circular placemat would include a set of four, so I ordered two sets expecting eight placemats. However, only two arrived. When I contacted customer support, they simply stated it was incorrectly described. Now I'm left with two placemats that are of no use to me!
Having worn their clothing for years, I never expected to write a negative review. Sadly, the online shopping experience has been poor. I ordered items that were supposed to be ready for collection within eight business hours but received no updates after twelve hours. Attempts to call were met with a message directing me to online chat, where the representative had no information about my order. They couldn't even contact the store directly. I've paid for items I haven't received, and I have no way to find out their status. This has been a frustrating experience.
It's clear why the company struggles; their customer service is abysmal. Trying to check product availability online is frustrating, especially since you can no longer call stores directly. I tried using the chat function, which was tedious, and the representative gave me incorrect information about stock availability at another location. They lost a sale due to this inefficiency. I will be shopping elsewhere from now on.
Online order arrived and the trousers were packed loosely so when sealed the hem was caught up in the sealing of the bag. I was taking so much care with scissors to cut open the bag at the very top but the hem was snipped in the process. Surely more care can be taken instead of just shoving the item in bags!
As of late the deliveries have been shocking with standard whereas they used to use Startrack they now use standard slower delivery.Customer service not very helpful it takes several days to even get the order shipped now, too.Website says they have sizes or stock in and then a week later they send message saying ‘stock unavailable’ so never receive it. Check the website to see the same ‘unavailable’ item still there on the website. Takes forever to get a refund and then if they can’t it takes several emails and days to get a phone call you don’t know when is coming and if you miss too bad wait several more days for the same thing to happen. Cannot even phone them back you just have to wait. Overall, as a silver member I will not shop there again for more than one or so things. Definitely NEVER in the outlet store (Although the issues have been with the regular country Road store).
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Country Road is a middle market clothing retailer located in Australia, New Zealand and South Africa.
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