cottonon.com Reviews
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1.8 / 5
Average user rating
424
Total reviews
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cottonon.com Reviews
Read real experiences from customers of cottonon.com.
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Naomi
March 14, 2026
Terrible experience
Terrible experience with their customer service. I ordered one of their t-shirts from ASOS, when you return it you have to send it back directly to Cotton On, which I did. I didn’t receive any correspondence from them for weeks after I sent my return back so I sent them an email, they responded quite quick at first but when I replied I heard nothing. I gave it some time but still heard nothing so I spoke with them through their live chat, they at first tried to tell me to go back to ASOS, even when it no longer concerns ASOS because the return was going directly back to Cotton On. They then said they would check their warehouse to see if they’d received my return and would email me with an answer, I still heard nothing back. I contacted them again and they told me the same thing, that they’d check the warehouse and email me, I STILL then heard nothing. I contacted them for a third time and told them the situation and they tried to tell me that they had not received my return and I needed to contact Evri, when I had already provided proof that Evri had successfully delivered it back to them 6 weeks prior. I said how this wasn’t good enough and I was due my refund and was not going to just leave it, they said the same thing about how they would look for my return and then email me. The next morning I got an email, not from Cotton On, but from Klarna (who I’d originally paid with) to say that I was getting a refund of £12. I then got an email from Cotton On 3 days later to apologise for the inconvenience and how I should see a refund in a few days. The communication was terrible in every way, they ignored my emails in the first instance and then told me the same thing continuously through the live chat 3 times, when the whole time they had my return and clearly no one bothered to look. Will not buy from them directly or through ASOS again!!
Catherine F
March 3, 2026
I'm not sure what's happening as I've…
I'm not sure what's happening as I've had good experience using Cotton On and am surprised by the comments here. I do young teenage photography and have used this site a few times and received great customer service with delivery and returns. The clothing is good value for the price point, and their sizing works well for teenagers.
Aaminah Hussain
January 31, 2026
i ordered a book you sent me someones clothes?!
my partner ordered me a little red 2026 planner that was on sale for £3 as i always used to use typo stationary since before their physical stores shut down.Well a package from cotton on just came and its addressed to a random woman 'Jodie Collins' containing size medium violet pyjamas???? who the hell is Jodie??? why do i have her clothes??? where is my planner??my partner warned be before buying saying that he does not trust the reviews and i said surely not and told him to get it anyways. genuinely what the hell. im never doubting the poor boy ever again he was dead right not to trust you! and poor jodie wont be getting her pyjamas :(
TJ
January 27, 2026
Absolutely abominable customer service
Absolutely abominable customer service. I have been so specific about my problem, even offering my own ideas for solutions, and they just keep asking me for the same information over and over, telling me they'll get back to me and then closing my enquiry. The communication is so unprofessional I swear I'm being pranked. They literally signed off an email with "toodles".
Shona Paterson
January 26, 2026
Prices displayed are misleading
We visited Cotton on yesterday at Manawa Bay. Signs above the jeans had the price at $15. The fine print stated 'when you buy 2 tees". Wasted significant time queuing to try jeans and tops on. Another massive queue to checkout. Total for jeans and two tees came to over $110. The assistant informed us the tees had to be the ones on a display shelf below the tees. If that had been on the sign it would have saved us all that effort. Walked across to Glassons and everything was clearly marked with its actual price, staff were far more friendly and looked like they actually enjoying their job. We wont be shopping at Cotton on again. Very disappointed.
sonny bishop
January 6, 2026
Appalled by their customer service…
Appalled by their customer service after waiting on the phone for 45minutes the call just ended…I purchased 4 cotton vests and they all shrunk drastically after the first wash and now I want a refund I can’t seem to get in touch with them.Contacted my bank to sort the matter out.
Miki
January 3, 2026
Disappointing in-store experience
I recently visited the Cotton On store on a busy Sunday early this year and had a disappointing experience at the checkout.While waiting to pay, my friend and I were left standing for an extended period as a staff member continued a conversation that appeared unrelated to serving customers. We were ready to check out and hoping to leave promptly due to the crowd, but no assistance was offered, nor was another staff member called to help.When we finally approached, the response given was simply that they were “doing customer service,” which felt dismissive rather than helpful in the moment. The issue wasn’t the wait itself, but the lack of awareness and prioritisation of customers who were clearly waiting to be served.I usually enjoy Cotton On’s products and appreciate the brand, but this experience stood out due to inconsistent service. I hope the store can improve staff attentiveness during busy periods so customers feel acknowledged and respected.
Anthony Carveth
December 30, 2025
Recommendation for Cotton On.…
My daughter bought Xmas clothing gifts from Cotton On for my wife and I and regrettably got the wrong sizes. As she is away on holiday and is not a Cotton On member, we checked the Cotton On site and found that we could exchange the items for the correct size without the receipt. We were delighted and went to Cranbourne Cotton On, where we were told there was a change of policy and they would not change them. I decided to try again at Fountain Gate. As an 81 year old, I was hoping for help and fortunately I was attended to by Didi who could not have been more attentive. She tried to find if receipts were available but when I explained that they weren't she checked stock and allowed the exchange. I am delighted and wish to commend her for her patience and professionalism. Tony Carveth
Manveen Kohli
December 28, 2025
I bought Bondi Everyday 7/8 Tight in a…
I bought Bondi Everyday 7/8 Tight in a black color a month ago. This time, the fabric is so thin. After just wearing for half an hour or so, noticed that the stitching is coming off. I really liked these leggings in the past and own quite a few of them. But its highly disappointing this time, the quality should be maintained, it looks like cheap quality.
Emma
December 23, 2025
Horrendous customer service!!
Horrendous customer service!!! They picked up my package as it was dropped off at the wrong address (full of Christmas gifts which I ordered well over a month ago) & for some reason are refusing to resend it and are saying it's now "out of stock" even though they physically have my package all ready to go. They disconnected their phone line & it's near impossible to get a reply via email. In the process of trying to get a refund now which they make very difficult to do so - will never use their online services again that's for sure!
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