florencestore.com.au Bewertungen 484

Please do not use this company - they are rude and extremely difficult to return goods to. They do not refund - they only offer store credits. However, even though I returned 3 shirts in pristine condition as per their policy my return was rejected. When I asked for a reason none was given. My only option is to pay them to return the shirts to me. I told them that I was lodging a complaint to fair trading Australia (which I have now done) and his response was “go ahead”. Please save yourself your money and frustration by not using this company. They are extremely unprofessional, rude and definitely not to be trusted. I can show receipts and the unprofessional responses that I received from their ‘faceless’ contact from their website.

Rubbish!!! Oversized dress!!! About 4 sizes too big!!! Purchased on final sale.....so no exchange or refund!!! Will never ever buy from.this store again

Received my dress and it was reasonably good quality but really big on me. It’s very hard for a person who is not an “average”size to have clothes fit well. Very disappointed with a store credit as it costs each time to send it back. Probably won’t buy again because of this.

I purchased a lovely, quality gathered denim shirt which was shipped promptly, along with info on their returns process, should I need it.

I ordered them and 3 days later they came! Love them, perfect fit!

The quality of the items are wonderful. The sizing is large so I had to send it back. The return process is extremely slow and they only offer a credit which is a bit disappointing. So make sure you get the correct item.

Dear Florence Store Team,

I am disappointed with the response I received regarding my recent purchases. I bought multiple dresses from your store in September and October, including the Tier V-Neck Dress and the V-Neck Tier Maxi Dress (Order #958716, dated 6 October 2025). Unfortunately, after just one wear, the stitching on these dresses started coming apart.

This is not an issue of mishandling — I have taken proper care of all items according to the fabric instructions. It’s concerning that five dresses purchased within a short time have all shown the same issue, which suggests a quality or manufacturing defect rather than customer misuse.

Under Australian Consumer Law, products must be of acceptable quality and fit for purpose. Given that these items have failed after minimal use, I am requesting a full refund for the faulty dresses and a formal apology for the inconvenience caused.

I look forward to your prompt response and a fair resolution within the next few business days.

Dear Florence Store Team,

With reference to your previous comments, I purchased the same five dresses from your store on two separate occasions. I would like to understand when and how Florence Store reviewed these items, as the dresses are still in my possession and have not been returned for any assessment.

Please advise when and where I can send the items for a proper manufacturer’s review. I expect a full refund for the faulty products, as the quality has not met reasonable expectations — the stitching came undone after just one wear.

If this matter is not resolved promptly, I will be considering lodging a formal complaint with the Australian Competition & Consumer Commission (ACCC), as this appears to involve misleading conduct and unfair business practices.

I look forward to your immediate response.

Response from Florence below:

You were asked for information and photos — which you provided.
That information was assessed, and you were notified of the manufacturer’s decision. We don’t need physical items ot asses.

Just so you’re aware, choosing to respond with threats, negative reviews, or references to the ACCC after a proper assessment doesn’t change the process or the outcome — it only makes our team less inclined to offer any further assistance.

You love to argue, and we’re not doing this anymore. Goodbye.
Response to florence:
Without the physical assessment of the Product how can florence do assessments.

Please do yourself a favour and do not shop here. I have had the most terrible experience with this store. The customer service is so bad. I returned a dress I paid $152 for and have had to return it. My return was rejected all because I never put the dress in a plastic bag, which I’m sure cost them nothing. I now have a dress that I can’t wear and paid and extra $12 to return it. Their products are available on other websites that will gladly refund your money and exchange. I have never been treated so badly by a business.

I love this store. They have beautiful dresses and very good quality. They are true to size. Payment and delivery are easy.

Very happy with Florence store, great choice of clothing, communication and delivery is awesome. I have purchased my 3rd cotton Jersey dress, so comfortable with great fit and pockets, love them.

The entire process was simple, and service was quick

An overall positive experience. Easy to order and fit is perfect. Lots of colour choice.

The service is very fast and the products are good quality. Loving my new dress. I highly recommend this Company.

The website is really good & your clothes are a perfect fit for me. I purchased a tshirt early in October & it was great quality, so I ordered 2 more yesterday.

This was my first time purchasing from Florence Store, online experience was way, delivery was fast and product was exactly as described and fit perfectly.
I would definitely purchase again

The item I purchased was delivered quickly and ordering was easy. The jeans are a great quality and perfect fit

I have not received the order yet. Australia Post advise that it will be delivered about
Tuesday 14th October .

I checked before ordering as I don't like store credits. After reading the Returns description on each individual items page, I was led to believe on the surface that 'returns' are OK! nowhere on the page did it say anything about a credit. Until I went to return something and it's credit only. Very disappointed I purchased, I thought I'd done due diligence before purchasing. (My fault for thinking they would have included that important point in their specific Returns description? Didn't think i needed to dig deeper?!) I reached out to them and ...'we never stated that refunds are offered'... Catch you out on wording :)

Atrocious! Terrible product quality and I contacted customer service for help and they were exceptionally rude through a series of very unhelpful emails. Please avoid this awful store!

We bought a dress via the internet under the heading Fenella. We are familiar with Fenella and occasional customers of the Burford Store. As the dress proved unsuitable we rang the number on the delivery note and were told, enthusiastically, we could return it for refund at the Burford Shop. It appeared they were unable to refund as the stock was from Florence Clothing operating under the Fenella title. The lady in Burford was full of apologies but could do nothing except tell us to return the dress by post. With the return we complained that having been wrongly advised caused us a 25 mile round trip plus postage. No attempt to recompense us for this situation was forthcoming bar refund of the cost of the dress. Such poor concern to offer quality customer service is at the very least disappointing and certainly we have no intention of dealing with this company again. Your firm requested the review. Claiming you are not responsible is untrue. Your response confirms everything in the original review.