Katies Fashion Reviews 136

I ordered items through click and collect so I could pick them up within a few days, Katie's took my money and then told me they weren't in stock and they would have to come from another store, two months later and I haven't received them, I am being fobbed off by Katie's who don't want to know and the couriers who keep saying they are looking into it, I have asked continually for a refund and they won't do it, do not order from here, very, very poor service, I will not be using again!

The worst online shopping experience ever. I received a completely different items in my parcel, had to pay extra to return it. The customer service was horrible, not even apologetic for there mistake. They took it as if it was usual thing for them to deliver wrong parcel to the customer. Its been over 2 weeks haven't received my return yet. Please don't buy from this store, its a SCAM

I bought 13 items on sale online. they are all oversized long and ugly - nothing like the photo on the models. All are non-returnable. I will never deal off them again. Don't waste your money!

Never received my parcel and it’s been over a month. Australia Post are just as unhelpful, claiming that I need to get the seller to raise a request with them but they can confirm the parcel is ‘lost in the mail’. I have emailed Katies 5 times trying to get assistance and nothing. Complete radio silence. They are horrible are corresponding with their customers. Never used to be like this. It’s only since the merge of all the sister companies. It’s pathetic. I want a refund of the money I’ve paid for items I have not received.

This is my third attempt at resolving an issue. I have tried on two occassions to do this privately but as no answer has been provided and no resolution I feel the only way forward to to make it public.

I purchased in store a dress and was told I could get money off if I signed up to KATIES membership and so I did. Not being told that when I got home I would have 30 emails from the different brands under the umbrella company. Then the text messages started.

It is totally unacceptable that you shared/sold my personal details when no permission was given to do so.

The first time I cobtacted you the responce was to unsubscribe to each email totally unacceptable.

The second time no body responded and now I am left with an inbox full of crap that even when I do unsubscribe they still come through and text messages when I reply stop still come through again and again.

I need to be contacted straight away and my details removed from every data base your company has shared and sold my personal information to.

An ACCC complaint has been made due to continuation of harrassing texts and emails

Like many others here, I will never shop at Katies again and have already given them that feedback. I signed up to their loyalty program a few years ago and for a while everything was great. Then (must be when Mosaic took over) the service started to go quickly downhill. First they charged for click and collect, then click and collect was no longer available. The number of emails for sales and promotions are ridiculous, I quickly realised that I didn't have to act on a sale as a new deal would be advertised tomorrow. Also there is a lot of rubbish online (items seemingly never ending). Finally, they can't actually fill orders. Over the last 12 months they have failed to deliver items ordered online more than once - no communication until I followed up weeks after placing the order. The first response is always something about "deliveries can be delayed during busy sale/promotion periods". They are never not in a sale! I think they just continue to take payments for orders without any effort to fulfil the orders. When I told them they need to concentrate on customer service rather than putting their time into more sales I quickly received a refund for my item which was no longer available, more than a month after I ordered it. I'm sure they sold out AFTER my order! Has happened before, but will never happen again as I won't have anything to do with this company.

I'll admit I was skeptical after I read the reviews. My order arrived, within a reasonable time. It was lumpy and of a weight something I was not expecting. I can not lie as one thing after another tumbled out,
I. Was.
DELIGHTED.
Keeping it ALL. The only mistake was
I ordered black instead of navy. Yeah go Katie's and the team that made it happen. 👍🏻💃💃💃👍🏻

I bought 4 x pants from Katies online using the provided size guide. The size guide says its only for Katies products - yet goodluck working out what is or isn’t a katies product on THE KATIES WEBSITE. I received pants two sizes too small, an “Urban” brand. When I called the customer service rep to return them, as the details are missing from the invoice as to how to return to Katies, I was told I had to take photos of the sizing error. I asked if that it meant I had to take a photo of me squeezing into these pants, and he said that they need evidence of the size issue. He mentioned change of mind, this is not a change of mind, this is a erroneous size guide that is misleading. The customer service rep wanted an order number. So I gave him the one that came with the goods. Wrong one. Then he couldn’t understand me phonetically spelling my email. After not getting a straight answer as to whether the company legitimately wanted photos of me in the undersized pants, I asked to speak to a manager. They were all too busy.
What a creepy, disgusting returns policy.

worst customer service online ever!
so frustrating,
I don't know how many times I have to repeat myself, I am up to 4 times so far and now they have put me on hold.
I called to say I am missing an item and it seems the hardest thing to rectify!

Worst customer service ever! (I'd give a zero if I could!)

I have shopped at Katies for several years both in-store and online. Prior to this year, I've mostly had positive experiences with purchases as well as refunds /exchanges. However, as of yesterday, I will no longer be a Katies customer after receiving the worst customer service I've received from any store to date.

Basically I wanted to exchange some items I purchased online the week prior as the sizes/fit were wrong. I had a copy of invoice and all tags attached etc so I did not anticipate that an exchange would be an issue. However, without even seeing the clothes I had in my bag, the staff member started to tell me that the Katies policy was no refund or exchange for "change of mind" which apparently includes any reason - wrong size, fit, design, colour, price and so on. The staff member said if it's an online purchase, you must send it back (this contradicts the Katies website's own T&Cs) and she was very rude as I tried to ask for clarification on the changed returns policy as I had proof of purchase etc and had never had a problem exchanging goods before (or getting a refund). She was very dismissive and not interested in serving me or explaining the company policy, repeating "just send it back" before walking away. I was absolutely appalled by the lack of customer service I received in store yesterday as well as the ridiculous changes to the policies around returns. I will no longer be a customer of Katies (or any of the Mosaic Brands' stores for that matter) and I want to warn others from purchasing online from them in future.

Parts of order not delivered. Waiting forever. No response when contacted. Shame

Katie's in Katoomba are closing as they do not stock winter clothing all year round how dumb is this company it's cold all year in Katoomba maybe if they lived up here they would know how cold it is

I bought 5 items online for $7 each plus postage They could not supply 4 ofthese items, so they gave me $28 refund, so the one item now became $24. What a joke ...no way would I have paid $24 for this very under average top. Be very careful when buying online I believe it's a scam to get more money out of you. I have always supported this company but I will never deal with them again. Buyer beware!!!!!

Would rate 0 if I could. ALWAYS READ REVIEWS BEFORE SHOPPING ONLINE. Ordered 21 items in Feb 22. 'Sent weeks later'...enquires starting in Apr 22. Finally 3 items arrived in Jun 22. The items were TERRIBLE QUALITY. Requested refund, meant to be a cheque as card was cancelled due to fraudulent activity. It's now Jul 22 and I have not received a refund or any evidence the refund will come through.
ADVICE-Log your calls and emails and put complaint to ACC. This company is useless. The mother brand is call Mosaic and the number is 02 8577 7777. Use this number to make your enquiries. No one should have to go through this horrible process. Also if you go in store now, the clothing quality is rubbish. Not worth it!

I have been customer with katies for more than 30 years, they used to be good. However they no longer provide a good customer service. orders taking months. item missing, if you call them they will not answer the call. if you email them no reply. Items are bit bigger than the actual size, if you order oline you cant return the items to store and No refunds anymore in katies. I will not recommend to buy online. better to go in store and try them before you buy. I have noticed fatly in sizes

Used to love Katies. But the last few years they've rapidly gone down hill.
I ordered 2 dresses 5 months ago. After a few weeks I received 1 dress. When I followed up for the other, I got a response that they are investigating it. I contact them again, and got the same response. I ended up responding and saying there is no possible resolution (can they still have that same dress 5 months later??), and demanded a refund. This last exchange summarises my last 3 orders from them. They are slow, each time there is something missing. And they bombard you with emails. I have unsubscribed and will no longer buy from them.

Placed an order & received a confirmation email stating I would receive an email when order is shipped. I emailed them the next day to cancel order & again the day after with no reply. 4 days later received a reply to my email stating order had been sent. Absolute rubbish, I originally emailed with enough time for them to cancel it. I will never shop with Katies again & will encourage people to read the reviews on here first.

I never received my online order. The tracking link doesn’t work. I’ve made a number of enquiries via the Katie’s webpage. For each enquiry I’ve received an email acknowledging that my enquiry has been received, telling me they are busy and thanking me for my patience ( I am most definitely NOT patient- I am very concerned).
I receive on average 5 marketing emails a day from Katie’s:- they have plenty of resources for sales promotion but apparently zero for customer care.
Very disappointing. I will never use Katie’s Online again.

One word of advice. Don't ever do online shopping with Katies!
Has placed order with Katies in October 2021. Three missing items. Through many email exchanges, 2 out of 3 items were refunded. For the remaining missing item, I am still going through the process of customer care staff incompetence and yet to receive a decent solution.
A nightmare!

Purchased a pair of classic pants from Katies Casey Central. The seam along the back was not stitched properly so split when I wore them. Took them back to be told I had to wash them before I could return them, so I did. Teresa was skeptical as to whether I had actually washed them, which I had. They did not have any more in stock and neither did Fountain Gate. She wanted to give me a credit note and initially refused me a refund even though the product was faulty. I had to quote consumer law to her. She then rang another store, complaining the whole time about having to use her own phone to do so, to find out I was entitled to a refund. She begrudgingly proceeded to give me a refund. The worst customer service I have encountered in a very long time.