Unfortunate Church’s shoes
A few years ago, I bought a pair of Church’s Burwood Brogue shoes from Australian online retailer the ICONIC. This is in fact a pair of expensive shoes and I have kept them in mint condition. I recently read an online article and learned Asymmetry in shoes is a Common Quality Defect. And I thought of my Church’s Burwood Brogue almost immediately. On the right shoe, the seam of the rear quarter is not centred, but off to the right. I contacted Church’s straight away. Amazingly, they quickly responded to my message. At that time, I honestly thought Church’s was going to look after their consumer.
After a few emails back and forth, it turned south before long. Church’s shoemaker advised me to contact ICONIC (the Australian retailer) as it is Church’s policy and procedure before the faulty shoe can be sent to Church’s repair centre. So, I emailed ICONIC. Yes, the rest of the story has followed the classic plot. Long story short: Whilst Church’s shoemaker claims the retailer ICONIC is liable for checking defects before selling, ICONIC believes their customers should cop it if they fail to check the quality of their purchase on delivery.
I have expressed to both Church’s and ICONIC that I don’t appreciate being led in running circles with no genuine intention to solve the problem. And there are simply so many other good options in the market especially at high price bracket, end of story.

Approximate cost: $480

They don't honour their returns policy. I was not able to return the two pairs of pants I purchased for a larger size. The customer service representative was very uncaring when I was trying to resolve the issue. His outlook seemed to be that I got them cheap, so it wasn't much money I was losing. Maybe not to him!

Approximate cost: $49

Great quality and great service, definitely coming back.

I don’t normally write review I have to admit that I am always happy everything about this company. Keep up the good work.

After years leaving in Australia I finally decided to try the Iconic, only to get stressed and regret completely my purchase... I was sent something I didn’t order, cheaper than what I actually paid for (shorts instead of leggings).... then when I requested what I actually paid for I was asked to actually pack the item THEY sent me and walk 20 minutes to the post office ( I leave far from everything) when I am already working 7 days a week and I barely have time for myself.... where is the empathy?! Why should I pay for the company’s mistake?! I really can’t understand ... a online shop should have in mind the main idea of buying something online is to avoid getting out of your own house and waist the time I don’t have ... specially to go the post office fix someone’s else’s mistake.. I am not an employee of your company, why should I be fixing your mistakes with my time like I owe you something when the mistake was not mine?!

Love The Iconic. Always get my purchase delivered the next day.

The best online clothing store I've ever used. The best communication, very fast delivery and totally hassle free easy return process.

One of my favourite if not favourite online clothing stores, always exceptional delivery, all sizes and are on trend.

I thought I would be getting high quality clothes, but I suppose for the sales price, what can you expect? I ordered 3 items, one of them was a better quality but the others were bit dodgy and smelled like polyester. In short, the clothes I received were not up to par with my expectations. (The needlework was messy, there were threads sticking out in many places, and I was doubtful that the actual clothes would withstand washes.) While beautiful on, the quality was definitely lacking, I would advise being scrupulous with what you buy. Buy it if it looks amazing on the model and the model shouldn't be covering the clothes with her arm - THAT shirt was translucent.. would not wear it. This is my one-time experience and am going to return 2 out of 3 items. Will see if they stay true to their word for returns (and possibly do an update). One pro is really fast next-day delivery over a certain price. It's pretty hit and miss with online shopping so only go for clothes that really look good on the model.

Approximate cost: $65

So disappointed with these guys - they don't keep their word on returns. Really not worth shopping online.

I missed the 100 day window, contacted the ICONIC to explain the suituation. I contacted customer service and they were incredibly friendly and said under the circumstances they would refund anyway. Deborrah even sent out a new return label for me.

I packaged it up, sent it in and then received an email refusing the return because it'd gone over a 100 days. I sent in a comprehensive reply including the reference numbers of the relevant conversations and the response I got, and I quote: "Sorry to say but we can no longer accept this items for return."

That's it, one line, and refusing to honour their promise already made to a customer. It'd be one thing if they had refused in the first instance but this is frankly ridiculous and quite rude.