Forever New Omdömen 125

Dear Forever New Customer Care,

I am writing to make a complaint about a recent online order and my experience when trying to exchange the item at your Epping store.

I am a regular Forever New customer and had received a 20% off voucher, which I used for an online purchase. After placing the order, I realised I had selected the wrong version of the jumper. There were two variations available, one with a full zip and one with a half zip. They were the same item category and the same price, only a different style.

I went to the Epping store on 8 April 2026 to exchange the jumper for the other variation. I was very disappointed to be told that I had to pay an extra $35 because the 20% voucher only applied to the original purchase. This made no sense to me, as I was not asking for a refund or changing to a more expensive item. I was simply exchanging it for the same jumper at the same price, just in the correct variation.

I find this unfair and unreasonable. The purpose of a loyalty voucher should not be lost when a customer is making a simple exchange for the same priced item. It felt like the discount was effectively taken back, which is very disappointing, especially for a regular customer.

I was also unhappy with the service I received from the staff member who assisted us at the Epping store. We explained several times that this was only an exchange for the same item at the same price, but she was rude, dismissive, and unhelpful throughout the interaction.

This experience has left me very disappointed with both your store policy and the customer service I received. I would like this matter reviewed and would appreciate a refund of the extra $35 I was made to pay. I also believe this issue should be addressed with the store staff involved.

I look forward to your response.

Zeina

An employee by the name of Busisiwe St the Eastgate branch was extremely unprofessional and racist towards myself and a very close friend who just lost her father… we had asked Bedford centre to set aside a dress for us. There was miscommunication. Busisiwe went out her way to be completely rude and disrespectful laying on the couch at the back and talking to us as though we are her whatever! She said she’s pregnant which was of no relevance to me at all. Walking around bare feet and the phone laying on her breast while she’s telling us we are wrong etc etc. I did shout at her because she had no right to behave in that unprofessional manner at such a bad time… she needs to be disciplined. My number is 0828099180…

I bought a pants/halter top set the other day.
I chose a 12 as it looked like a smal cut and the pants in a regular 10.
When I tried in store very quickly amongst a pile of other clothes in a rush, seemed fine so I purchased it.
When I got home and tried it on properly, the top was gaping and way too loose in the back.
I took it back the NEXT morning ( less than 24 hours later) to exchange the size - not return but, exchange to a 10 as the pants were perfect.
Because I had taken the tag off either in the store at Chadstone or at home when thought I was keeping it and retied it, they refuse to now swap over the size.
Even though I am keeping the pants and was happy to show the the top was way to large and clearly I wanted the whole set they said I need to PURCHASE a new one or simply keep the one that is too big as I could have worn it.
Time of purchase approx 3pm one day and request to exchange was the next morning!!.
They said given the tag was tied back no exchange to correct size.
This happened at the Doncaster store where I then tried to exchange size closer to my home. Service is disgusting.

Tried to call customer service but was on hold for half hour and gave up.
Disgraceful

Received wonderful service from Julia, at Forever New, Menlyn (South Africa).

This after I asked one of the staff members at this branch to keep the size for me until the next day. I guess this lady was tired and said no they are no longer allowed to do that. The next day I went back to buy the dress, but to my dismay it seemed as though the size was gone.

Luckily Julia came to the rescue! She went out of her way to find the correct size and was very friendly and helpful. We found my dress on the mannequin! Thank you, Julia!

I ordered a LARGE T-shirt. I did receive a shirt, but it was a SMALL

I am very disappointed with Forever New. I asked the staff to delete my account, but they didn’t do anything. On top of that, the clothes were poor quality, with fabric that felt cheap and did not last. I will never buy anything from Forever New again and cannot recommend this store. I hope they seriously improve both their products and service.

Zero stars if I could. Ordered a set (jacket and skirt), and jacket was out of stock so they didn't send. I then asked for a refund of the shipping, as the skirt alone is no use. Still not received the jacket or shipping refund.

DECEPTIVE BEHAVIOUR

I was shocked, my wife picked up a dress that was missing a belt. The tag was marked down to $35. There was a sign on the rack saying a further 50% off the marked price.

When we got to the counter, the lady scanned it and said the price is $40 , I said wait... it says $35.
She said sorry, someone made a mistake...
I then said not my mistake and she agreed but said she cannot sell less than $40. I said what about the sign offering a further 50% off... she said sorry... I the system will not allow here to mark it down any further!!!

I purchased a faux leather waterfall-style jacket about a year ago and never had the chance to wear it. It stayed in my wardrobe the entire time, hanging neatly with the tags still attached. When I recently took it out for the first time, I was shocked to find that the "leather" had cracked all over, making the jacket completely unwearable.

I reached out to the company's head office to explain the situation, but their response was essentially, “Sorry, there’s nothing we can do.”

Honestly, it’s disappointing. They're selling items that feel like lower-than-China-quality but at the price point of Australian-made goods. Their clothing styles seem to repeat every season, prices keep rising, and the quality continues to decline.

It’s really disheartening to see a brand operate like this. I won’t be shopping here again, and I wouldn’t recommend them to others.

What happened to in store customer service? No hello, no can I help you, I tried on several pants trying to get the right fit and I was in and out of the change room putting items back and fetching sizes myself. Mid city centre.. terrible staff.

Really very bad because I put 200 hundred and the order is not coming from 6 weeks

I had a very pleasant experience at Forever New in Fenwick , especially services provided by Mire La .She was very understanding, helpful and gave excellent customer service. I would have bought more products if I was not in hurry. Because of her services I will visit the store again.

Poor quality items, terrible customer service, a total waste of.time, purchasing not recommended. Save time money and hassle and shop elsewhere.

Bought item on Thursday didn’t like it when got home. Took it back 5 days later and won’t refund, credit note only. Won’t be buying from there again. Nobody told us and they then pointed to receipt to show policy. Won’t get any loyal customers with this

Think before ordering from this brand. Their dresses are great but when u order online their service sucks .. even the store people are so money minded they do not provide any service for paying such a high price . Customer care doesn’t really care .

I’ve ordered quite a few times from Forever New and I find their dresses stunning especially as they use breathable fabrics. I just bought the Clara embroidered linen mini dress and although the model looks beautiful in it, it looks even more stunning on in person, just fell in love with this dress. It fits like a glove. The construction, design, material are chefs kiss. I see there are quite a few bad reviews about customer service but just really wanted to promote what they do best as they are my go to for occasion wear. Wish they had an app! I’m always excited to see what dresses they bring out for spring and summer as linen, cotton and viscose are my favourite. Hope they keep doing what they’re doing as their designs and materials are gorgeous!

Terrible returns experience
Sent on a wild goose chase
Didn't have a selection for exchange or gift card
Will never shop here again
They make the return so difficult so that you just give up.

I have been a loyal customer for a long time but have not been so disappointed as I was when I got a $25 voucher for a minimum $100 purchase. I got something for $99.99 and they would not round it up for me to use!! WOW - guess they've just lost me as a customer

I like the clothes and have bought lots from there. I was supposed to receive a $50 voucher for purchasing over $500 worth of clothing but never received it. I was simply told in store that I would receive it by email. Not that I had to subscribe to marketing emails or take any other action in order to receive emails. Very dodgey. I reckon this happens a lot because they have put this in their faqs when you look at their website. They refused to send me my voucher when I called them and told them I never received this because they said time to use it had just finished. Apparently the voucher needed to be used within a couple of months.

I placed an order back in June last year, which included a summer dress called a Regina Cap-Sleeve Mini Dress. When I tried on the dress, it fit perfectly. I put it in the wardrobe to await warmer weather. I first wore it in November. I experienced a real problem with the zipper. It dug into my back to the extent I could not sit back in my car seat. It was real uncomfortable and quite sharp. I tried it again in December, and experienced the same issue. My daughter is head of design at another company and I asked her to look at the dress. She advised the dress had been incorrectly designed. She said there was no placket for the zip, which was a problem, particularly because the back is shirred. This is causing the zip to cut into my spine.

I called customer service and was told too bad, it is past its return date. I said this is a fault, not a change of mind. After some persistence, the person told me I must go into a store to show the manager and it was at their discretion if a credit was provided. So a couple of weeks ago on a Friday, I went into the store at Frankston and requested the manager. She was not present. The sales girl didn’t know what to do, so she suggested we call the manager who was at Cranbourne. So we did. I explained all the above and the manager told me there was nothing wrong with the dress, there would be no credit. She said customer service should have provided me with a return slip, if the store was to accept a return. I kept trying to explain the above. She said why would I order a dress I wasn’t going to wear. I stated who wears a summer dress in the middle of winter? Obviously I was going to keep it for warmer weather. The manager was rude, constantly talked over me, cut me off mid sentence and generally spoke to me in a very condescending manner. I said “Will you please listen to me?” Her response was “NO. I’m done listening to you”. It’s been a long time since I’ve been confronted with a person so absolutely rude in a manager position, I must say I was extremely offended and angry. This is not how you treat a customer and no example to sales staff.

I showed the sales girl my order history with thousands of dollars in purchases and said, this isn’t how you treat customers. That manager is appalling. I then left. The young sales attendant was very polite and quite embarrassed.

I then went back to customer service. Where I was politely told no one else had complained, too bad. They told me the problem woud have been identified in fits if it was a problem, which is incorrect, as fits is sizing, not sitting in car seats to see if a zip cuts into your back. No apology for the treatment in store, just a 'sorry, you were disappointed'.

This is not my first negative experience in dealing with the organisation. I'll be giving it a big miss in future.