Cotton On
Unclaimed Business
|1.6|37 Reviews (last 12 months)|This business does not respond to reviews
Cotton On
Unclaimed Business
|1.6
37 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Cotton On receives mixed feedback dominated by frustration with online order fulfilment and after-sales support. Customers consistently mention difficulties logging returns, delayed or missing refunds, and unreliable courier deliveries, with a recurring theme of unanswered emails, live chat queues and unhelpful call centre interactions. In-store experiences are inconsistent, with some shoppers describing rude or dismissive staff and untidy stores, while others highlight friendly assistance, helpful managers, affordable pricing and good quality basics across the clothing, kids and Typo ranges.
Performance(last 12 months):
Trustindex Rating
2.3NPS Score
-58Unlikely
TrustIndex
2.3
NPS Score
-58
Recommended: Unlikely
Review Distribution
1.6|37 Reviews
Sep '25 - Aug '26
Recent reviews (37)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceCE
Charmaine E
1 reviews | Active since Feb 2012
25 May 2026, 18:16
Formal Complaint Regarding Poor Customer Service at Clearwater Branch
Dear Sir/Madam, I am hereby lodging a formal complaint regarding the manner in which I was treated at your Clearwater branch. I am a regular customer and spend a considerable amount of money monthly at both your Clearwater and Cresta branches. Unfortunately, my recent experience at the Clearwater branch was extremely disappointing and unacceptable. Five days ago, I purchased two pairs of pants from your Cresta branch. I visited the Clearwater branch to return them. However, Caroline refused to process the return for one of the pants, stating that the white marks on the item were part of the design. This was exactly how the pants were when purchased. I requested that she contact the Cresta branch, as there were no similar pants available on the floor for comparison. During the call with the Cresta store manager, both the situation and my concern appeared to be treated as a joke, as Caroline laughed while discussing the matter. I then requested the contact details for the complaints department. Another staff member, Zarrreen, responded by whistling, clearly showing disregard and a lack of concern for my complaint and experience as a customer. I am deeply unhappy with the unprofessional and disrespectful behaviour displayed by these two employees. No customer should be treated in this manner. I request that this matter be formally investigated and that my refund for the pants be processed accordingly. I look forward to your prompt response and resolution. Kind regards, Charmaine Engelbrecht ***
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Charmaine E
1 reviews | Active since Feb 2012
25 May 2026, 18:16
Formal Complaint Regarding Poor Customer Service at Clearwater Branch
Dear Sir/Madam, I am hereby lodging a formal complaint regarding the manner in which I was treated at your Clearwater branch. I am a regular customer and spend a considerable amount of money monthly at both your Clearwater and Cresta branches. Unfortunately, my recent experience at the Clearwater branch was extremely disappointing and unacceptable. Five days ago, I purchased two pairs of pants from your Cresta branch. I visited the Clearwater branch to return them. However, Caroline refused to process the return for one of the pants, stating that the white marks on the item were part of the design. This was exactly how the pants were when purchased. I requested that she contact the Cresta branch, as there were no similar pants available on the floor for comparison. During the call with the Cresta store manager, both the situation and my concern appeared to be treated as a joke, as Caroline laughed while discussing the matter. I then requested the contact details for the complaints department. Another staff member, Zarrreen, responded by whistling, clearly showing disregard and a lack of concern for my complaint and experience as a customer. I am deeply unhappy with the unprofessional and disrespectful behaviour displayed by these two employees. No customer should be treated in this manner. I request that this matter be formally investigated and that my refund for the pants be processed accordingly. I look forward to your prompt response and resolution. Kind regards, Charmaine Engelbrecht ***
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Rejoice M
1 reviews | Active since Jan 2024
19 May 2026, 13:12
Cotton On
Returned an order to Cotton On via DPD Laser, no communication whatsoever since the 9th of May. I’m being sent from pillar to post. Their service agents hang up the phone without explaining anything when *I CALL* to follow up. Truly appalling to say the least.
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Rejoice M
1 reviews | Active since Jan 2024
19 May 2026, 13:12
Cotton On
Returned an order to Cotton On via DPD Laser, no communication whatsoever since the 9th of May. I’m being sent from pillar to post. Their service agents hang up the phone without explaining anything when *I CALL* to follow up. Truly appalling to say the least.
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Replies (0)KM
Khululwa M
1 reviews | Active since May 2026
15 May 2026, 16:56
Poor customer service
I’m so disappointed with Cotton On with their poor communication and customer service. I have bought two pairs of shoes on the 18/02/2026 received my order on the 23/02/2026 I have worn the shoes on the 1/03/2026 and they broke same day I filled for return on the 13/03/2026 the collected the item on the 30/03/2026. I still haven’t got my refund nor the items. I have sent more than 20 emails but still the issue has not been resolved.
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Khululwa M
1 reviews | Active since May 2026
15 May 2026, 16:56
Poor customer service
I’m so disappointed with Cotton On with their poor communication and customer service. I have bought two pairs of shoes on the 18/02/2026 received my order on the 23/02/2026 I have worn the shoes on the 1/03/2026 and they broke same day I filled for return on the 13/03/2026 the collected the item on the 30/03/2026. I still haven’t got my refund nor the items. I have sent more than 20 emails but still the issue has not been resolved.
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Palesa M
1 reviews | Active since Jul 2022
29 Apr 2026, 19:30
Horrible Experience
During my recent visit to Cotton On Woodmead, the staff did not greet me or offer any assistance, which made me feel unwelcome. Additionally, the store was untidy and did not reflect the standards I expect from Cotton On. I believe customer service and store presentation are key to a positive shopping experience, and unfortunately, this visit fell short. I
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Palesa M
1 reviews | Active since Jul 2022
29 Apr 2026, 19:30
Horrible Experience
During my recent visit to Cotton On Woodmead, the staff did not greet me or offer any assistance, which made me feel unwelcome. Additionally, the store was untidy and did not reflect the standards I expect from Cotton On. I believe customer service and store presentation are key to a positive shopping experience, and unfortunately, this visit fell short. I
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Replies (0)T
Tracy
1 reviews | Active since Apr 2026
15 Apr 2026, 15:19
I love the quality of their garments and the fashion style they have it's very unique from ladies l, kids and men's department
I love the quality of their garments and the fashion style they have it's very unique from ladies l, kids and men's department. I am so in love with Cotton on, I wish to become their fashion model.
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Tracy
1 reviews | Active since Apr 2026
15 Apr 2026, 15:19
I love the quality of their garments and the fashion style they have it's very unique from ladies l, kids and men's department
I love the quality of their garments and the fashion style they have it's very unique from ladies l, kids and men's department. I am so in love with Cotton on, I wish to become their fashion model.
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Replies (0)RR
Rusultaan R
1 reviews | Active since Feb 2018
29 Mar 2026, 17:26
BAD MANAGEMENT AT COTTON ON SOMERSET MALL
I would like to formally express my disappointment regarding a recent experience at Cotton On in Somerset Mall. I purchased a pair of pants for my son and intended to use my daughter’s student card for the applicable discount. While I understand that store policies may require the cardholder to be present, the manner in which this was communicated by the store manager was highly unprofessional. The interaction was unnecessarily rude and left me feeling disrespected as a customer. Customer service should reflect courtesy, respect, and a willingness to assist, even when enforcing store policies. Unfortunately, this was not my experience on this occasion. As a result, I feel compelled to share this experience with my friends and family, as it has negatively impacted my perception of the store. I hope that this feedback will be taken seriously and used to improve the level of customer service in the future.
Helpful (0)
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Rusultaan R
1 reviews | Active since Feb 2018
29 Mar 2026, 17:26
BAD MANAGEMENT AT COTTON ON SOMERSET MALL
I would like to formally express my disappointment regarding a recent experience at Cotton On in Somerset Mall. I purchased a pair of pants for my son and intended to use my daughter’s student card for the applicable discount. While I understand that store policies may require the cardholder to be present, the manner in which this was communicated by the store manager was highly unprofessional. The interaction was unnecessarily rude and left me feeling disrespected as a customer. Customer service should reflect courtesy, respect, and a willingness to assist, even when enforcing store policies. Unfortunately, this was not my experience on this occasion. As a result, I feel compelled to share this experience with my friends and family, as it has negatively impacted my perception of the store. I hope that this feedback will be taken seriously and used to improve the level of customer service in the future.
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Replies (0)VM
Vanessa M
1 reviews | Active since Aug 2023
5 Mar 2026, 15:03
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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Vanessa M
1 reviews | Active since Aug 2023
5 Mar 2026, 15:03
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)