stfrock.com.au

Terrible customer service & poor quality clothes

I have been a customer of St Frock for over a decade and have generally been pretty happy. For me to now feel it’s important to write a review to warn other people about their product and customer service, you’ll expect it must have been a pretty awful experience. And it was. I ordered 3 items in my last order. They all fit and I was happy with them all, so I removed the tags and washed them ready to wear. When I tried to wear 2 of the items, a top and a dress, they had shrunk in the wash and no longer fit (the other was fine). I contacted customer care to ask what to do, as I wasn’t sure how to return the items given the tags had been cut off. What has ensued since is over a week of back and forth with them refusing to help me. I was told to iron the items and that would fix them - it didn’t. I was then told I had to measure the items and send the measurements and photos back to them. I said that’s fine but I don’t have a tape measure so would need to be a ruler, and would do my best. No response. I sent the images the next day. Their next email told me they couldn’t see from the pictures what I had measured (?!) and to write back and tell them the measurements I took. I did that. Then they emailed back saying they couldn’t see the measurements in the photos (?!) and I’d need to do it again. At this point I told them not to forget it. It was very clear they were just kicking the can down the road and refusing to take responsibility for their faulty clothes.I recognise that for the price you pay, these clothes are going to be pretty low quality. And that’s okay. But if the clothes are faulty as in this case, you would expect the company to try and rectify the issue by providing a replacement (if they are adamant this isn’t usually an issue with the product, as is the case here) or a refund. I definitely will not be shopping at St Frock again and I’d caution others too. There are plenty of reasonably priced stores with far superior customer service that would be grateful for your business.

Date of experience: Dec 24, 2025