CO
Cotton On
Unclaimed Business
CO
AI Review Summary
Based on recent customer reviews, Cotton On faces significant criticism around its online shopping experience, particularly regarding delayed or failed deliveries, a convoluted returns process, and near-impossible access to customer support. Customers report being unable to reach agents via phone, live chat, or email, often receiving only automated or dismissive responses. Refund processing is frequently described as excessively slow, with some waiting months. Positive feedback highlights friendly in-store staff, affordable pricing, and good quality basics, but these are heavily outweighed by online service frustrations.
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#53
in Retail
NPS Score
-60
Recommended: Unlikely
Review Distribution
1.5|44 Reviews
May '25 - Apr '26
5(11.4%)
4(0%)
3(2.3%)
2(0%)
1(86.4%)
5(11.4%)
4(0%)
3(2.3%)
2(0%)
1(86.4%)
Frequently Asked Questions About Cotton On
Based on recent customer reviews, this business delivers a consistently strong customer experience anchored by outstanding agent quality and rapid communication. Customers frequently name individual consultants and praise their friendliness, patience, and professionalism. Recurring praise is given to claims and roadside assistance, though a vocal minority report frustrating delays, rejected claims, and poor transparency around premium increases.
Hellopeter's TrustIndex is a 0–10 score based on review star ratings, reply speed, and recent activity over the last 12 months. How is the TrustIndex calculated? →
Recent reviews (44)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
VM
Vanessa M
1 reviews | Active since Jan 2020
5 Mar 2026, 13:03
Online return - no service
Shocking service when it comes to retuning something bought online. I have been trying for 4 days to log a return and can't seem to get anywhere, when asking the 'client services' what is going on they told me I must call the courier myself. No reference, no number and no name were given to me, so I presume I must just try find a call number online? There is also no process with how to tell them which of the 7 items that we bought, that we would like to return.
Helpful (0)
|Replies (0)VM
Vanessa M
1 reviews | Active since Jan 2020
5 Mar 2026, 13:03
Online return - no service
Shocking service when it comes to retuning something bought online. I have been trying for 4 days to log a return and can't seem to get anywhere, when asking the 'client services' what is going on they told me I must call the courier myself. No reference, no number and no name were given to me, so I presume I must just try find a call number online? There is also no process with how to tell them which of the 7 items that we bought, that we would like to return.
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Replies (0)T
Tennielle
1 reviews | Active since Jan 2020
20 Jan 2026, 13:57
E-Voucher Biggest **** :(
If I could give 0 stars I really would. My sister purchased a cotton on E-Voucher for R1300 as a Christmas gift for her duty, as my sister is currently working abroad. 24th of December it was purchased and it was meant to be sent via e-mail within 24 hours. To date all it has been an upsetting Christmas, still no voucher and been sent ridiculous e-mails with no level of urgency or assistance. Very disappointing all round. Advice to all avoid purchasing e-vouchers through Cotton On at all!! Went to leave my number and all information and feedback. Complete ****!!
Helpful (0)
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Tennielle
1 reviews | Active since Jan 2020
20 Jan 2026, 13:57
E-Voucher Biggest **** :(
If I could give 0 stars I really would. My sister purchased a cotton on E-Voucher for R1300 as a Christmas gift for her duty, as my sister is currently working abroad. 24th of December it was purchased and it was meant to be sent via e-mail within 24 hours. To date all it has been an upsetting Christmas, still no voucher and been sent ridiculous e-mails with no level of urgency or assistance. Very disappointing all round. Advice to all avoid purchasing e-vouchers through Cotton On at all!! Went to leave my number and all information and feedback. Complete ****!!
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Replies (0)ZN
Zarina N
1 reviews | Active since Jan 2020
6 Jan 2026, 04:48
Cotton on and DPD Laser **** their customers
I purchased items as I always do for school from cotton on typo on their website. The delivery was set to come on the 5th January. No call was received from DPD laser but I received an sms to say it will be delivered on the 3rd Jan 2026, I then went on the app to postpone back to the original date being the 5th Jan. On the 3rd at about 2pm the status of the parcel shows delivered which was alarming as nothing was delivered. I have been back and forth with cotton on and DPD Laser and no one seems to take accountability. The response says delivered and no one can provide me with who signed for it and they wont be able to as no one was home on the day. This is theft and ***** and I will be charging the companies with both if I do not get my parcels this week! I have the delivery guy on camera so id like to see what the outcome is!!! Is this the way business is done *****ing from customers and claiming to deliver something you did not deliver. Cotton on and Dpd laser ..huge companies ****ming people!!! People in customer care at DPD laser must wake up not to mention the cotton on agents who answer the phone Martha Makgatho...no email etiquette! Driver details: Below is the driver who claimed to have delivered the parcel who DID NOT Date / Time:2026 03-Jan 14:08 Delivered To:ZARIA Debrief Date:2026 03-Jan 14:08 Driver:MAMOKGWETSERE EVANS MOHALE Vehicle:MC08LWGP DPD Laser has delivered your parcel 2784314219218 at 2026-01-03 14:08:08 to ZARINA NANABHAI.Kind regards, DPD Laser.DPD Laser has delivered your parcel 2784314219211 at 2026-01-03 14:08:33 to ZARINA NANABHAI.Kind regards, DPD Laser.
Helpful (0)
|Replies (0)ZN
Zarina N
1 reviews | Active since Jan 2020
6 Jan 2026, 04:48
Cotton on and DPD Laser **** their customers
I purchased items as I always do for school from cotton on typo on their website. The delivery was set to come on the 5th January. No call was received from DPD laser but I received an sms to say it will be delivered on the 3rd Jan 2026, I then went on the app to postpone back to the original date being the 5th Jan. On the 3rd at about 2pm the status of the parcel shows delivered which was alarming as nothing was delivered. I have been back and forth with cotton on and DPD Laser and no one seems to take accountability. The response says delivered and no one can provide me with who signed for it and they wont be able to as no one was home on the day. This is theft and ***** and I will be charging the companies with both if I do not get my parcels this week! I have the delivery guy on camera so id like to see what the outcome is!!! Is this the way business is done *****ing from customers and claiming to deliver something you did not deliver. Cotton on and Dpd laser ..huge companies ****ming people!!! People in customer care at DPD laser must wake up not to mention the cotton on agents who answer the phone Martha Makgatho...no email etiquette! Driver details: Below is the driver who claimed to have delivered the parcel who DID NOT Date / Time:2026 03-Jan 14:08 Delivered To:ZARIA Debrief Date:2026 03-Jan 14:08 Driver:MAMOKGWETSERE EVANS MOHALE Vehicle:MC08LWGP DPD Laser has delivered your parcel 2784314219218 at 2026-01-03 14:08:08 to ZARINA NANABHAI.Kind regards, DPD Laser.DPD Laser has delivered your parcel 2784314219211 at 2026-01-03 14:08:33 to ZARINA NANABHAI.Kind regards, DPD Laser.
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Replies (0)CR
CHARNE R
1 reviews | Active since Jan 2020
2 Jan 2026, 06:55
Cotton On | Service Off
Unfortunately, they dont stick to their shipping times. Whether that is standard or express. They cant assist you with their courier companies number as they dont have it (?) , the parcel shows dispatched but I cant track the waybill number on their couriers website. I tried to resolve the matter through the chat and the only advice I received was “rest assured the parcel will be delivered” they dont know when and they cant track it since it was dispatched on Monday. Not too happy with their customer service
Helpful (0)
|Replies (0)CR
CHARNE R
1 reviews | Active since Jan 2020
2 Jan 2026, 06:55
Cotton On | Service Off
Unfortunately, they dont stick to their shipping times. Whether that is standard or express. They cant assist you with their courier companies number as they dont have it (?) , the parcel shows dispatched but I cant track the waybill number on their couriers website. I tried to resolve the matter through the chat and the only advice I received was “rest assured the parcel will be delivered” they dont know when and they cant track it since it was dispatched on Monday. Not too happy with their customer service
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Replies (0)OH
MB
Mandy B
1 reviews | Active since Jan 2020
24 Dec 2025, 09:21
Where is Wally
Dear Typo South Africa This is extremely disappointing. I purchased a Where’s Wally? 1000-piece puzzle from your Ilanga Mall store, drove 10 hours to the South Coast, and set aside time to build it — only to discover that one piece is missing. The box was sealed. Inside it was a sealed packet. This means the missing piece did not go missing in my home or on holiday — it went missing before it ever reached the shelf. While I understand there is no way for me to “prove” that a piece wasn’t lost after opening, there is equally no reason to assume customer error when a factory-sealed product is defective. A 1000-piece puzzle with 999 pieces is not a puzzle — it’s a waste of time and money. The frustration and disappointment of discovering this at the very end of the build cannot be overstated. Finding Wally was easier than completing the puzzle. I expect this issue to be taken seriously and would appreciate a suitable resolution. Regards, A very unhappy customer
Helpful (0)
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Mandy B
1 reviews | Active since Jan 2020
24 Dec 2025, 09:21
Where is Wally
Dear Typo South Africa This is extremely disappointing. I purchased a Where’s Wally? 1000-piece puzzle from your Ilanga Mall store, drove 10 hours to the South Coast, and set aside time to build it — only to discover that one piece is missing. The box was sealed. Inside it was a sealed packet. This means the missing piece did not go missing in my home or on holiday — it went missing before it ever reached the shelf. While I understand there is no way for me to “prove” that a piece wasn’t lost after opening, there is equally no reason to assume customer error when a factory-sealed product is defective. A 1000-piece puzzle with 999 pieces is not a puzzle — it’s a waste of time and money. The frustration and disappointment of discovering this at the very end of the build cannot be overstated. Finding Wally was easier than completing the puzzle. I expect this issue to be taken seriously and would appreciate a suitable resolution. Regards, A very unhappy customer
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Replies (0)TN
Takalani N
1 reviews | Active since Jan 2020
20 Dec 2025, 15:38
Factory mall of africa payflex refund not reflecting
Factory mall of africa not processing my payflex refund. I recently return a factory item that i bought online on 15/12/2025 till today i have not yet receive my refund and payflex is saying they did not receive any refund. when i contact Factory they claim that they processed my refund, if they processed it why is it not reflecting on my payflex. The tellers at factory mall of africa are very *********** because i return to cotton on the same order and my refund was processed same day. but from Factory they did not process
Helpful (0)
|Replies (0)TN
Takalani N
1 reviews | Active since Jan 2020
20 Dec 2025, 15:38
Factory mall of africa payflex refund not reflecting
Factory mall of africa not processing my payflex refund. I recently return a factory item that i bought online on 15/12/2025 till today i have not yet receive my refund and payflex is saying they did not receive any refund. when i contact Factory they claim that they processed my refund, if they processed it why is it not reflecting on my payflex. The tellers at factory mall of africa are very *********** because i return to cotton on the same order and my refund was processed same day. but from Factory they did not process
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Replies (0)ST
Shannon T
1 reviews | Active since Jan 2020
19 Dec 2025, 07:09
False Advertising
Just thought I’d share - if you pay for Express Delivery because it promises next-day delivery, don’t be fooled. Cotton On told me that internally, they’re actually told Express Delivery is 3 - 5 business days, but they can’t say that on their website. So, don’t waste your money paying more for Express when standard delivery gets it to you in the same timeframe!
Helpful (0)
|Replies (0)ST
Shannon T
1 reviews | Active since Jan 2020
19 Dec 2025, 07:09
False Advertising
Just thought I’d share - if you pay for Express Delivery because it promises next-day delivery, don’t be fooled. Cotton On told me that internally, they’re actually told Express Delivery is 3 - 5 business days, but they can’t say that on their website. So, don’t waste your money paying more for Express when standard delivery gets it to you in the same timeframe!
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Replies (0)