Theiconic Reviews 

I had issues with my delivery and Bernadette from customer service has been absolutely wonderful. I have been an iconic customer for years, and this is the first issue I’ve had. The prompt response and resolution has been great, and she was very supportive, and understanding. Highly recommend them.

I ordered $300 worth of clothing for Xmas presents on 3rd December. Never arrived, tracking number doesn't work, they won't reply to numerous emails so now have to repurchase items in a store on Xmas eve. AVOID THEM AT ALL COSTS THIS IS NOT OK!!! Will never use them again can't be trusted.

After sale customer service is absolutely appalling. Ordered a dress on Dec 4 for $150. It still has not been shipped. I have lodged two inquiries which go nowhere. Can only talk to a chat bot, which tells me that my inquiry will take 1-2 business days to be resolved. That was a week ago. They are very quick to take money, but not to sort problems.So frustrating. There is no way of speaking with an actual human. Not worth the time or money. It is the last time I will order from this so-called reputable Australian business.

Customer service took so long to respon and my parcel was directed to another property

Ordered a long champ bag
paid AUD $279

guess what ?

received a FAKE BAG !

i have the same bag an am just replacing it as it was getting old . who knew the THE ICONIC is a such a SCAM of a company !

AVOID !

For some reason, on the NZ website all the prices are showing as AUD and not NZD, which is confusing because you think the prices you are seeing are in NZD (because... they are on a nz website) but they just put "A$" before the price, which is quite sneaky I find. Looking at other review websites I see that unfortunately I'm not the only one that have missed this detail, and have made a purchase paying way more than I was expecting. Also the invoice they sent isn't in NZ dollars, which I need for tax purposes.
I've never seen prices in Australian dollars on any other NZ website. There are other Australian-owned brands that have a separate NZ website to sell their products, but their prices are shown in NZ dollars. Here is one, for reference: Unicorn Superfoods
The company was not responsive to my complaint and wouldn't refund my money.
Do not recommend.

Came later then expected. Typically I wouldnt give af about that but when I opened the package (shoes), the box was ruined and the shoes were already scuffed :(

The Iconic clearly has an issue with refunding purchases - don't buy from this site if you might need to return something. I received an email from them that my return had been received and since then it's been 3 weeks with no refund!

I usually buy from them all the time. I have had no problems but now received a statement more than 2 weeks ago advising the refund for over $125 has been processed but nothing has been received. Countless chat bot communications and no response.

I won't be buying from them again. Very poor customer service - in fact an absence of customer service. Expensive item, no response and no tracking details provided

I've been a customer of this online retail establishment for as long as I can remember. I say, I have no problem dealing with this online store. It always exceeded my expectations. Their customers are topnotched, responsive and on time, products are quality made, and when I have items for return, they see fit to act on it right away, replete with return envelope and instruction.

All in all, I am fully satisfied with their products and services. Well done.

Abysmal customer service. When you need to get hold of "a real" person its impossible. I've literally spent all day on hold and still didnt get thru to anyone. And to make it worse they gave me the option of pressing 2 for a call back but all that did was keep me on hold. Also sent multiple emails over the last week and haven't heard from then. Very disappointed

Issue after issue. They have refunded one item only, when it was packaged with another. No constructive response to comms for nearly a month, I have contacted them multiple times with their customer service team saying they’ll help, but then disappearing. The worst customer service and online retail experience I have ever had. Be prepared to be out of pocket if you send items back. Even got referred to their “senior” customer experience agent who was rude and said I shouldn’t expect a response on their chat function as it wasn’t actually a chat function.. lol. Told me to treat it like an email and expect a response in a few days, then also disappeared (still waiting to hear back from the 3rd November). Thanks Ian (Senior customer services).

I've been a long time user of The Iconic but support and service has slid dramatically. Ordered with express upgrade on the 8 November for a dress for an event this week. Money charged and order number issued. I didn't receive an email confirmation and after no express post notification, logged into the account to check on shipping status. My order was not in the account. Took over 24 hrs for a support response only for them to tell me the order wasn't made as my card declined (it didn't). Clearly no one even looked at the order number I gave. I sent a snapshot of the order confirmation page from their website and also a snapshot from my credit card. Only then would they acknowledge the order. They told me the order now couldn't be picked and packed and refunded the order.. I still don't have the refund and now can't get an alternative in time.

Support gave lazy answers instead of investigating what was clearly a large website issue experienced over the weekend. No explanation. No apology. No thanks for wasting over three hours of my time trying to resolve. I don't actually think that I was dealing with a real human - rather a bot!

Never again!

Terrible after sales support.
No number to call, hard to find the contact section on their website.

They advertised a hat for sale,
when it arrived it was in the wrong colour.
I sent it back and received confirmation that that they had received it.
Over 2 weeks later the refund request still hasn't been processed.

Terrible experience. Very long delivery time and when the item arrived it was NOTHING like the jacket that was advertised. Totally wrong colour and cheap nasty quality. Avoid at all costs

Quick delivery, on the most amazing dress I just received, beautifully crafted and great quality , true to size , couldn’t be more happier 💖

If we’re referring to the iconic Australia, it’s the best shop I’ve ever bought from. Online shopping and app makes your purchase so easy. Amazing and competitive prices. Top notch! Loving it. My first choice!

Generally a good experience however I am still awaiting a refund on a return that was confirmed as received by Theiconic 2 weeks ago. Customer service phone line keeps you holding for 20 minutes before hanging up the line. Very frustrating. The chat bot is also frustrating and more or less useless. Did nothing I couldn’t have done to email them directly myself. Disappointed.

⸻

This was my first order with The Iconic, and unfortunately, it will also be my last. Although the StarTrack status shows the parcel as delivered, I want to clarify that I have not received it. The shipment address is my office, where we handle regular pickups and drop-offs daily as part of our retail business, so I am very familiar with the delivery process.

In our own business, we often deal with couriers marking parcels as delivered when they are either lost in transit or mistakenly delivered to the wrong address. In such cases, we always take responsibility and compensate our customers. I expected the same level of accountability from a large and reputable brand like The Iconic, and I am very disappointed by this experience.