Forever New South Africa
Claimed Business
Forever New South Africa
Claimed Business
34 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Forever New South Africa faces significant criticism around its online shopping and refund processes. Customers consistently report lengthy delays in receiving refunds, with some waiting well beyond the stated 14-day timeframe. The customer care line is widely described as unanswered, and emails often go without response. Product quality concerns are also raised, with garments tearing or deteriorating after minimal use despite premium pricing. A few positive reviews highlight exceptional in-store consultants at specific branches, particularly Menlyn, who deliver warm and professional service.
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#53
in Retail
NPS Score
-73
Recommended: Unlikely
Review Distribution
1.4|34 Reviews
May '25 - Apr '26
5(10%)
4(0%)
3(0%)
2(3.3%)
1(86.7%)
5(10%)
4(0%)
3(0%)
2(3.3%)
1(86.7%)
Frequently Asked Questions About Forever New South Africa
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 (34)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceNN
Noluvo N
1 reviews | Active since Jan 2020
13 Mar 2026, 17:20
Formal Complaint Regarding Discriminatory Treatment at Forever New Canal Walk – 13 March 2026
Dear Manager, I am writing to formally raise a complaint regarding the treatment I received at the Forever New store at Canal Walk on 13 March 2026. I came into the store to try on two dresses. When I arrived at the changing room area, it was full, so I waited for approximately 10 minutes. During that time, I sat near the shoe section where I was clearly visible to the staff member managing the fitting rooms. While I was waiting, another customer arrived after me and was allowed into the fitting room before me. I approached the staff member to ask how that was fair, as I had been waiting longer. She responded by saying there was nothing she could do and did not offer any apology. Instead, she spoke to me with attitude and told me that I had been sitting in the wrong place, even though no one had informed me where I was supposed to wait. She also claimed that she had shown me where to wait, which is not true. I believe the store cameras will clearly show what actually happened. I was extremely upset by the way she spoke to me. I did record part of the interaction, although it is difficult to hear clearly because she was speaking in Xhosa and there was a lot of noise in the store. Because of how uncomfortable I felt after the altercation, I went into the fitting room but decided not to try on the dress. Shortly after, another staff member came into the fitting room area and said in Xhosa words to the effect of, “Who is here abusing us because we work in retail?” This made the situation even more upsetting for me, as I had not abused anyone—I was simply asking why someone who arrived after me had been helped first. When I stepped out, the staff member I had initially spoken to looked at me and walked away, leaving the fitting rooms unattended. Another staff member later apologized. However, when I tried to explain what had happened, she dismissed my explanation and said it was fine because she had already apologized, which did not address the issue. I was in tears at this point. This was my first time visiting the store. I had seen the dresses online and came in specifically to find my correct size. Instead, the experience became embarrassing and humiliating as other customers looked on while the situation unfolded. I then spoke to the store manager. She attempted to assist even though the store was very busy. She apologized sincerely and even bought me water out of her own pocket to help calm me down. I appreciate her effort and professionalism, especially because she took accountability for something she did not personally do. I can only imagine how difficult it must be to manage staff who behave this way in front of customers. However, I believe there should be proper repercussions for the staff member’s behaviour, as it showed a clear lack of respect and professionalism. I would like the store to review the camera footage, as it will clearly show what happened. As a result of this incident, I was too upset to continue shopping. I left the store without trying on the dresses and had to take an Uber home because I was so distressed. Forever New presents itself as a classy, high-end brand, and I would expect the same level of service and professionalism in store. The staff member who treated me poorly was a short, black, heavy-set woman who was managing the fitting rooms. I would be able to identify her if I saw her again. I am also concerned about the possibility that I may have been treated unfairly. I observed that other customers were addressed respectfully as “ma’am,” while my concern was dismissed with attitude. Additionally, the use of language and commentary among staff while I was present made the environment feel unwelcoming. The experience ultimately resulted in me leaving the store without purchasing the dress because I no longer felt comfortable spending my money there. Given the distress, humiliation, and inconvenience I experienced, I would also like to request appropriate compensation for the incident. My time was wasted, my shopping experience was ruined, and I left the store in tears without being able to complete the purpose of my visit. I believe it would be fair for the store to acknowledge this through compensation alongside a formal apology. I would appreciate a response outlining what steps will be taken to investigate this matter and ensure that no other customers are treated this way in the future. I would also like clarity regarding what accountability will follow regarding the conduct of the staff member involved. Thank you for your attention to this matter, and I look forward to your response. Kind regards, Noluvo noluvonkabeni@gmail.com
Helpful (0)
|Replies (0)NN
Noluvo N
1 reviews | Active since Jan 2020
13 Mar 2026, 17:20
Formal Complaint Regarding Discriminatory Treatment at Forever New Canal Walk – 13 March 2026
Dear Manager, I am writing to formally raise a complaint regarding the treatment I received at the Forever New store at Canal Walk on 13 March 2026. I came into the store to try on two dresses. When I arrived at the changing room area, it was full, so I waited for approximately 10 minutes. During that time, I sat near the shoe section where I was clearly visible to the staff member managing the fitting rooms. While I was waiting, another customer arrived after me and was allowed into the fitting room before me. I approached the staff member to ask how that was fair, as I had been waiting longer. She responded by saying there was nothing she could do and did not offer any apology. Instead, she spoke to me with attitude and told me that I had been sitting in the wrong place, even though no one had informed me where I was supposed to wait. She also claimed that she had shown me where to wait, which is not true. I believe the store cameras will clearly show what actually happened. I was extremely upset by the way she spoke to me. I did record part of the interaction, although it is difficult to hear clearly because she was speaking in Xhosa and there was a lot of noise in the store. Because of how uncomfortable I felt after the altercation, I went into the fitting room but decided not to try on the dress. Shortly after, another staff member came into the fitting room area and said in Xhosa words to the effect of, “Who is here abusing us because we work in retail?” This made the situation even more upsetting for me, as I had not abused anyone—I was simply asking why someone who arrived after me had been helped first. When I stepped out, the staff member I had initially spoken to looked at me and walked away, leaving the fitting rooms unattended. Another staff member later apologized. However, when I tried to explain what had happened, she dismissed my explanation and said it was fine because she had already apologized, which did not address the issue. I was in tears at this point. This was my first time visiting the store. I had seen the dresses online and came in specifically to find my correct size. Instead, the experience became embarrassing and humiliating as other customers looked on while the situation unfolded. I then spoke to the store manager. She attempted to assist even though the store was very busy. She apologized sincerely and even bought me water out of her own pocket to help calm me down. I appreciate her effort and professionalism, especially because she took accountability for something she did not personally do. I can only imagine how difficult it must be to manage staff who behave this way in front of customers. However, I believe there should be proper repercussions for the staff member’s behaviour, as it showed a clear lack of respect and professionalism. I would like the store to review the camera footage, as it will clearly show what happened. As a result of this incident, I was too upset to continue shopping. I left the store without trying on the dresses and had to take an Uber home because I was so distressed. Forever New presents itself as a classy, high-end brand, and I would expect the same level of service and professionalism in store. The staff member who treated me poorly was a short, black, heavy-set woman who was managing the fitting rooms. I would be able to identify her if I saw her again. I am also concerned about the possibility that I may have been treated unfairly. I observed that other customers were addressed respectfully as “ma’am,” while my concern was dismissed with attitude. Additionally, the use of language and commentary among staff while I was present made the environment feel unwelcoming. The experience ultimately resulted in me leaving the store without purchasing the dress because I no longer felt comfortable spending my money there. Given the distress, humiliation, and inconvenience I experienced, I would also like to request appropriate compensation for the incident. My time was wasted, my shopping experience was ruined, and I left the store in tears without being able to complete the purpose of my visit. I believe it would be fair for the store to acknowledge this through compensation alongside a formal apology. I would appreciate a response outlining what steps will be taken to investigate this matter and ensure that no other customers are treated this way in the future. I would also like clarity regarding what accountability will follow regarding the conduct of the staff member involved. Thank you for your attention to this matter, and I look forward to your response. Kind regards, Noluvo noluvonkabeni@gmail.com
0
Replies (0)IK
Itumeleng K
1 reviews | Active since Jan 2020
13 Mar 2026, 14:11
Your service provider is disappointing and disgusting
I am writing to express my deep frustration and disappointment regarding the delivery of my recent order. I purchased a dress from your store and was expecting professional service from your delivery partner, RAM. Unfortunately, the experience has been extremely frustrating. RAM marked my delivery as “unsuccessful” on their website, yet no one called me, sent a message, or made any effort whatsoever to notify me that the driver was attempting to deliver the parcel. I was available and reachable, and had I received even a simple call or message, this situation could have been completely avoided. What makes this even more disappointing is that when I contacted RAM to resolve the issue, I spoke with a representative named Kgomotso who informed me that she could not provide me with the driver’s contact number. This left me with absolutely no way to coordinate the delivery or ensure that I receive the parcel today. As a customer of Forever New, I find this level of service unacceptable from a delivery partner representing your brand. It reflects poorly on the overall customer experience and is incredibly inconvenient for those of us waiting for time-sensitive deliveries. I urgently need this item delivered today, as originally expected. I would appreciate it if you could intervene with RAM to ensure the parcel is delivered today and that proper communication is established with the driver before marking deliveries as unsuccessful in the future. Please treat this matter as urgent and advise on how it will be resolved today.
Helpful (0)
|Replies (0)IK
Itumeleng K
1 reviews | Active since Jan 2020
13 Mar 2026, 14:11
Your service provider is disappointing and disgusting
I am writing to express my deep frustration and disappointment regarding the delivery of my recent order. I purchased a dress from your store and was expecting professional service from your delivery partner, RAM. Unfortunately, the experience has been extremely frustrating. RAM marked my delivery as “unsuccessful” on their website, yet no one called me, sent a message, or made any effort whatsoever to notify me that the driver was attempting to deliver the parcel. I was available and reachable, and had I received even a simple call or message, this situation could have been completely avoided. What makes this even more disappointing is that when I contacted RAM to resolve the issue, I spoke with a representative named Kgomotso who informed me that she could not provide me with the driver’s contact number. This left me with absolutely no way to coordinate the delivery or ensure that I receive the parcel today. As a customer of Forever New, I find this level of service unacceptable from a delivery partner representing your brand. It reflects poorly on the overall customer experience and is incredibly inconvenient for those of us waiting for time-sensitive deliveries. I urgently need this item delivered today, as originally expected. I would appreciate it if you could intervene with RAM to ensure the parcel is delivered today and that proper communication is established with the driver before marking deliveries as unsuccessful in the future. Please treat this matter as urgent and advise on how it will be resolved today.
0
Replies (0)LS
Lisel S
1 reviews | Active since Jan 2020
12 Mar 2026, 08:33
Forever New your staff is rude
I’ve just experienced the rudest, most unfriendliest treatment in my life at Forever New in Menlyn Park, Pretoria. And I was not the only one that was treated in such an appalling manner. It’s honestly hard to believe! As a customer of Forever New, I have to admit that I will never put my foot in that store again. The lady, wearing a rather formal jacket, so I have to assume that she is the manager, ignores you, refuses to acknowledge you, is incredibly unfriendly and unhelpful and it is no wonder that the rest of the staff ignored everyone in the store. I walked into the dressing room where there was zero help or supervision. It’s shocking and unacceptable. I left the store abruptly and out of habit said thank you and again she ignored me. Talk about shooting yourself in the foot!
Helpful (0)
|Replies (0)LS
Lisel S
1 reviews | Active since Jan 2020
12 Mar 2026, 08:33
Forever New your staff is rude
I’ve just experienced the rudest, most unfriendliest treatment in my life at Forever New in Menlyn Park, Pretoria. And I was not the only one that was treated in such an appalling manner. It’s honestly hard to believe! As a customer of Forever New, I have to admit that I will never put my foot in that store again. The lady, wearing a rather formal jacket, so I have to assume that she is the manager, ignores you, refuses to acknowledge you, is incredibly unfriendly and unhelpful and it is no wonder that the rest of the staff ignored everyone in the store. I walked into the dressing room where there was zero help or supervision. It’s shocking and unacceptable. I left the store abruptly and out of habit said thank you and again she ignored me. Talk about shooting yourself in the foot!
0
Replies (0)MM
Mihlali M
1 reviews | Active since Jan 2020
10 Feb 2026, 17:27
Horrible experience
Horrible,horrible expirience with forever new online. I made an order with them but the item didn’t fit so I returned it in January. I tried calling and emailing them and they only got back to me a few days ago telling me my request has been rejected and I needed to fetch the clothes from their Warehouse. I don’t even know where their warehouse is and where I’m staying there is no forever new😭😭😭😭I’ve been buying from them almost every month but no more
Helpful (0)
|Replies (0)MM
Mihlali M
1 reviews | Active since Jan 2020
10 Feb 2026, 17:27
Horrible experience
Horrible,horrible expirience with forever new online. I made an order with them but the item didn’t fit so I returned it in January. I tried calling and emailing them and they only got back to me a few days ago telling me my request has been rejected and I needed to fetch the clothes from their Warehouse. I don’t even know where their warehouse is and where I’m staying there is no forever new😭😭😭😭I’ve been buying from them almost every month but no more
0
Replies (0)ET
Emang T
1 reviews | Active since Jan 2020
9 Feb 2026, 09:35
Online Order Forever New
I ordered 2 dresses on the 3rd February and the order was delivered on the 5th February, normally the dresses from Forever New have labels outside, one of the 2 dresses did not have a label hence l scrutinize the dress and find that the Zip seems to have been altered, there's broken threads above the zip also the zip looks different from Forever New Zips as l had to compare with all my dresses. On the 5th the same day l have received my order l sent an email to info@ forever new.co.za to query my order, sent pics they requested. You never get them on the phone, you can phone between 8h00 and 16h00 no one will pick up that phone. I am really disappointed 😞. It seems like customer complaints are not prioritized and its frustrating.
Helpful (0)
|Replies (0)ET
Emang T
1 reviews | Active since Jan 2020
9 Feb 2026, 09:35
Online Order Forever New
I ordered 2 dresses on the 3rd February and the order was delivered on the 5th February, normally the dresses from Forever New have labels outside, one of the 2 dresses did not have a label hence l scrutinize the dress and find that the Zip seems to have been altered, there's broken threads above the zip also the zip looks different from Forever New Zips as l had to compare with all my dresses. On the 5th the same day l have received my order l sent an email to info@ forever new.co.za to query my order, sent pics they requested. You never get them on the phone, you can phone between 8h00 and 16h00 no one will pick up that phone. I am really disappointed 😞. It seems like customer complaints are not prioritized and its frustrating.
0
Replies (0)MM
MM
Mahlatse M
1 reviews | Active since Jan 2020
2 Feb 2026, 16:47
Pathetic Service at store level and Head Office
I bought a dress from Forever New, the material is bad and it’s tearing after only wearing it 3 times. I paid R1800 for the dress I went to Mall of Africa store but no one was willing to assist I was told to write an email to their Head office a week later they haven’t responded to me and their customer care line rings unanswered. Service at Mall of Africa is so pathetic. They dont care about my issue.
Helpful (0)
|Replies (0)MM
Mahlatse M
1 reviews | Active since Jan 2020
2 Feb 2026, 16:47
Pathetic Service at store level and Head Office
I bought a dress from Forever New, the material is bad and it’s tearing after only wearing it 3 times. I paid R1800 for the dress I went to Mall of Africa store but no one was willing to assist I was told to write an email to their Head office a week later they haven’t responded to me and their customer care line rings unanswered. Service at Mall of Africa is so pathetic. They dont care about my issue.
0
Replies (0)RS
Rose-Anne Sebako
1 reviews | Active since Jan 2020
20 Jan 2026, 07:53
Unacceptable Delay in Refund
I purchased a bag from Forever New on 10 December 2025. Unfortunately, I was not satisfied with the quality of the bag and returned it in-store on 17 December 2025, in line with their returns policy. At the time of return, I was informed that the refund would be processed within 14 business days. It has now been well beyond this timeframe, and I have still not received my refund. What makes this experience even more frustrating is the complete lack of communication. I have repeatedly tried contacting both the customer care line and the store, but the phone simply rings with no answer. There has been no follow-up, no explanation for the delay, and no way to get assistance. This is extremely disappointing service from a well-known brand. Customers should not have to chase for weeks for money that is rightfully theirs, especially after following the correct returns process. I am requesting that Forever New urgently process my refund and improve their customer service responsiveness. Very unhappy with this experience.
Helpful (0)
|Replies (0)RS
Rose-Anne Sebako
1 reviews | Active since Jan 2020
20 Jan 2026, 07:53
Unacceptable Delay in Refund
I purchased a bag from Forever New on 10 December 2025. Unfortunately, I was not satisfied with the quality of the bag and returned it in-store on 17 December 2025, in line with their returns policy. At the time of return, I was informed that the refund would be processed within 14 business days. It has now been well beyond this timeframe, and I have still not received my refund. What makes this experience even more frustrating is the complete lack of communication. I have repeatedly tried contacting both the customer care line and the store, but the phone simply rings with no answer. There has been no follow-up, no explanation for the delay, and no way to get assistance. This is extremely disappointing service from a well-known brand. Customers should not have to chase for weeks for money that is rightfully theirs, especially after following the correct returns process. I am requesting that Forever New urgently process my refund and improve their customer service responsiveness. Very unhappy with this experience.
0
Replies (0)