florencestore.com.au Anmeldelser 

Updated review and I still have not received a store credit and I have lodged a dispute with my bank and the ACCC! Pls do not buy from this company! Just an update and ANZ advised the response from the company wasn’t good enough so they are refunding me the money. The company advised the dress wasn’t folded neatly enough

This is an update on an earlier review I did on the 9th March which the online business tried to have removed. The Florence Store did NOT refund my purchase nor did it bother to tell me why it wouldn't do this. It must be against the law to refuse to inform a customer of why it flat out refuses to refund a damaged product. I view this as theft as not only did the business keep the returned damaged product, my money, but it also kept the shipping fee I was forced to pay. Consumer Affairs has received my complaint with pics of the faulty item and an outline of the situation. I would like to know how it's legal to simply refuse to refund a damaged item and shipping costs...it simply cannot be! I had to contact PayPal who contacted the Florence Store and was totally ignored. PayPal refunded the cost of the damaged item but I will never receive the shipping costs back. What an absolute disgrace. Avoid at all costs!!!!

I would not recommend purchasing from Florence Store.

I placed an order on 28/1/26 for $101.96. The item didn’t fit, so I returned it and was issued a voucher. I then placed further orders using the voucher.

My most recent order (25/2/26) has not been delivered. Australia Post has confirmed the parcel was never physically lodged, and only a shipping label was created, it is no where in the AP system.
The stores response was ‘it’s not our problem it’s now Aust Post problem’…which is not true, it is Florence Stores responsibility until it’s delivered.

I have attempted to contact the business multiple times via email and their website, however their email address is rejecting messages and I have received no response since 6/3/26.

I have now lodged a complaint with Consumer Affairs Victoria.

I am extremely disappointed with the lack of customer service and accountability, and would advise others to be cautions.

I ordered an item on 3/3/26 and have not received it.Attempted twice too contact through customer service it’s cannot deliver request.Is it a Scam

My concern is their online store states that orders are dispatched the next day i ordered Maddy full length stretch jeans in chocolate & carpenter full length stretch jeans in black 12 days ago. I have an account with them stating that the order is still processing. I went to check to see they were presale items but funny both styles are now not on their jeans pages and Q says no items found. I'm having trouble contacting them through their customer service form after filling it out it just won't send. Getting very frustrated with their after sales service and not being contactable and just want a possible delivery date.

I was sent the wrong product ( pants instead of a top) and submitted a return form. Got the label ok and posted the pants back- but haven’t heard anything about the top being posted. I know my return arrived in their PO Box last week. I can’t get in touch with them- no email address works, the contact form on website doesn’t work. Can’t work out how to contact them.

They have delivered the wrong item twice. The first time the return process and dispatch of the replacement item was acceptable. However when the replacement item arrived it was still incorrect and they have not answered any of my enquiries in over 8 business days. Annoying there is no phone number for contact, only through the website that they seem to ignore.

Great product. Prompt delivery. Love that you do easy refund/exchange. Highly recommend.

From easy online ordering process to speedy delivery everything was great

Great quality. Fast delivery. Positive experience. Will be a regular customer!

I am very happy with the choice of clothing, the ease of purchase, good communication and quick delivery of my lovely comfortable Cupro Relaxed Dress in this beautiful shade of deep pink

Terrific, quality product. Fast delivery and good communication.

I recently purchased a dress from Florence store that was advertised as a different product to what I received. After receiving the item I emailed requesting a full refund, as I had paid for an item that was different to what I received, as soon as they received the email notifying them of the incorrect advertising on their behalf, they fully changed what was listed online so clearly knew they were in the wrong…. The response I received to this was that I would only be able to return for a store credit. I have since returned the item, not in its clear packaging but still brand new condition with tags on and have been denied the return… This is shocking customer service to advertise products incorrectly and then not accept them back because of a plastic bag. Definitely wouldn’t waste my time purchasing from this store again and would recommend others don’t either!

Unreasonable Returns Policy – Extremely Disappointing Experience

I had a very disappointing experience with this company’s returns process.

I returned a long dress that had only been tried on briefly and immediately placed back into its original clear packaging. The item was in brand new condition — unworn, undamaged, and unaltered.

My return was refused on the basis that the dress was not folded “neatly enough” inside the packaging.

It is completely unrealistic to expect a customer to replicate the exact commercial folding and compression used during factory packaging — particularly for a long dress sent in tight, flat plastic wrapping. There was nothing wrong with the item itself.

As a result, I have incurred postage costs and been left without a refund due to what appears to be an arbitrary and unreasonable interpretation of their returns policy. If I choose to have tracked postage to receive the item I do not wish to have sent back to me, they are charging $29! Otherwise they will return to sender untracked! Absolutely appalling

I would strongly encourage others to carefully consider the risk before purchasing, particularly if you may need to return an item. This experience has been frustrating, unnecessary, and not reflective of reasonable customer service standards.

I always have found Florence easy to order from , even when sold out of my size , I reached out and got a pleasant reply , and promptly. My friends often have ordered after seeing my purchase. More than happy!

I bought this dress after receiving a credit note for a return
It is a lovely bright and well fitting dress

Fast delivery, quality product.

I am documenting my experience with Florence Store so others are aware.

Florence Store currently has both my money and the top I paid for. The item is not in my possession, and no refund has been issued.

At no point has the store attempted to assist in resolving this matter. They have refused to provide written return details via email and have not taken any meaningful steps toward a resolution.

Instead, I received the following responses:

“Are you serious? Someone must be having a bad day – that you feel the need to argue over the reply we kindly provided. Get it together.”

“What did you expect after yours exactly? Flowers and a voucher.”

“How life works its magic. You mad.”

This conduct has been abhorrent. These are the direct responses sent to a customer seeking clarity about a paid item that has not been returned or refunded.

I am simply requesting written return instructions and a refund for goods that are not in my possession. That basic and reasonable request has not been met.

I had a very disappointing experience with this online store. I ordered one pair of jeans but received two pairs in the package and was charged for both. I promptly returned both pairs, but I was only given a store credit for one. I’m still waiting to receive the remaining store credit. The whole process has been frustrating and poorly handled. I expected much better customer service and resolution.

Buyer beware! Do not shop at this store.
I purchased clothes that I returned in line with the return policy and had a bogus fee of $20 deducted from my store credit for no reason!
Apparently my return did not meet the policy. When I asked for evidence of this ( which they said they had) they refused to provide.
Then to top it all off I was told that a resolution to my complaint was to have the ill fitting clothes returned to me at my own cost!!!
They then cancelled my credit voucher!!!
So they now have my money and the returned clothes.
I have never dealt with such appalling customer service. At no point did they try and resolve the issue fairly.
Please do not support this business when there are so many great Australian small businesses to support that operate ethically when there is a reasonable dispute- like an unsubstantiated fee being deducted without evidence.