Forever New Avis 

I purchased a faux leather waterfall-style jacket about a year ago and never had the chance to wear it. It stayed in my wardrobe the entire time, hanging neatly with the tags still attached. When I recently took it out for the first time, I was shocked to find that the "leather" had cracked all over, making the jacket completely unwearable.

I reached out to the company's head office to explain the situation, but their response was essentially, “Sorry, there’s nothing we can do.”

Honestly, it’s disappointing. They're selling items that feel like lower-than-China-quality but at the price point of Australian-made goods. Their clothing styles seem to repeat every season, prices keep rising, and the quality continues to decline.

It’s really disheartening to see a brand operate like this. I won’t be shopping here again, and I wouldn’t recommend them to others.

What happened to in store customer service? No hello, no can I help you, I tried on several pants trying to get the right fit and I was in and out of the change room putting items back and fetching sizes myself. Mid city centre.. terrible staff.

Really very bad because I put 200 hundred and the order is not coming from 6 weeks

I had a very pleasant experience at Forever New in Fenwick , especially services provided by Mire La .She was very understanding, helpful and gave excellent customer service. I would have bought more products if I was not in hurry. Because of her services I will visit the store again.

Poor quality items, terrible customer service, a total waste of.time, purchasing not recommended. Save time money and hassle and shop elsewhere.

Think before ordering from this brand. Their dresses are great but when u order online their service sucks .. even the store people are so money minded they do not provide any service for paying such a high price . Customer care doesn’t really care .

I’ve ordered quite a few times from Forever New and I find their dresses stunning especially as they use breathable fabrics. I just bought the Clara embroidered linen mini dress and although the model looks beautiful in it, it looks even more stunning on in person, just fell in love with this dress. It fits like a glove. The construction, design, material are chefs kiss. I see there are quite a few bad reviews about customer service but just really wanted to promote what they do best as they are my go to for occasion wear. Wish they had an app! I’m always excited to see what dresses they bring out for spring and summer as linen, cotton and viscose are my favourite. Hope they keep doing what they’re doing as their designs and materials are gorgeous!

Terrible returns experience
Sent on a wild goose chase
Didn't have a selection for exchange or gift card
Will never shop here again
They make the return so difficult so that you just give up.

I have been a loyal customer for a long time but have not been so disappointed as I was when I got a $25 voucher for a minimum $100 purchase. I got something for $99.99 and they would not round it up for me to use!! WOW - guess they've just lost me as a customer

I like the clothes and have bought lots from there. I was supposed to receive a $50 voucher for purchasing over $500 worth of clothing but never received it. I was simply told in store that I would receive it by email. Not that I had to subscribe to marketing emails or take any other action in order to receive emails. Very dodgey. I reckon this happens a lot because they have put this in their faqs when you look at their website. They refused to send me my voucher when I called them and told them I never received this because they said time to use it had just finished. Apparently the voucher needed to be used within a couple of months.

I placed an order back in June last year, which included a summer dress called a Regina Cap-Sleeve Mini Dress. When I tried on the dress, it fit perfectly. I put it in the wardrobe to await warmer weather. I first wore it in November. I experienced a real problem with the zipper. It dug into my back to the extent I could not sit back in my car seat. It was real uncomfortable and quite sharp. I tried it again in December, and experienced the same issue. My daughter is head of design at another company and I asked her to look at the dress. She advised the dress had been incorrectly designed. She said there was no placket for the zip, which was a problem, particularly because the back is shirred. This is causing the zip to cut into my spine.

I called customer service and was told too bad, it is past its return date. I said this is a fault, not a change of mind. After some persistence, the person told me I must go into a store to show the manager and it was at their discretion if a credit was provided. So a couple of weeks ago on a Friday, I went into the store at Frankston and requested the manager. She was not present. The sales girl didn’t know what to do, so she suggested we call the manager who was at Cranbourne. So we did. I explained all the above and the manager told me there was nothing wrong with the dress, there would be no credit. She said customer service should have provided me with a return slip, if the store was to accept a return. I kept trying to explain the above. She said why would I order a dress I wasn’t going to wear. I stated who wears a summer dress in the middle of winter? Obviously I was going to keep it for warmer weather. The manager was rude, constantly talked over me, cut me off mid sentence and generally spoke to me in a very condescending manner. I said “Will you please listen to me?” Her response was “NO. I’m done listening to you”. It’s been a long time since I’ve been confronted with a person so absolutely rude in a manager position, I must say I was extremely offended and angry. This is not how you treat a customer and no example to sales staff.

I showed the sales girl my order history with thousands of dollars in purchases and said, this isn’t how you treat customers. That manager is appalling. I then left. The young sales attendant was very polite and quite embarrassed.

I then went back to customer service. Where I was politely told no one else had complained, too bad. They told me the problem woud have been identified in fits if it was a problem, which is incorrect, as fits is sizing, not sitting in car seats to see if a zip cuts into your back. No apology for the treatment in store, just a 'sorry, you were disappointed'.

This is not my first negative experience in dealing with the organisation. I'll be giving it a big miss in future.

Dreadful experience!
After sending photos, they agreed I could return a faulty dress (which still had all security tags in etc and not worn). The postage to return however had to be at my expense! All I wanted was to exchange for the same dress, but apparently in order to do this I had to pay for return postage and then Re buy the dress which was also going to cost me another £15.00 as the price had increased! Shocking I will be avoiding Forever New in future.

Terrible return experience. It is now 3 weeks since I returned a jacket because they sent me the wrong colour?! Appalling returns process I will never purchase online from this company again and looking to raise a chargeback with my bank now.

Gigi and kagiso I hope I spell correctly were fantastic. Service impeccable and friendly. I received my sizes with no delay. I could get me size. They assisted to locate it.

I am extremely disappointed with the customer service at Forever New. I returned an item in-store and was told I would receive a response, but it has been over a week with no update. I have tried to follow up both in person and through other channels, but no one has responded. Worse, the staff at the shop are unresponsive and fail to treat customers with respect.

This is my second negative experience with this store, and it shows a clear lack of regard for their customers. I would not recommend purchasing anything from Forever New, as their service is consistently poor. Save yourself the trouble and shop elsewhere.

Do not buy from Forever New. The online returns policy is not transparent at the time of purchase. I was under the impression from reading the returns policy I was able to return two pairs of pants which I bought in two different sizes. Forever New has a two click return policy on their site where it initially says you can return instore and through mail excluding swimwear but when you click further for the full returns policy it says you cannot return sales items for a refund. The customer service person was unhelpful, said I wasn't navigating to the returns correctly... I clicked on returns... Even their own staff said it was a bit hidden when I questioned it. The returns policy has to be transparent at the time of purchase.

I’ve never experienced such terrible customer service, especially from Mayuri! I’ll be taking my business elsewhere and returning everything I purchased. I want to warn others about the poor service and the lack of resolution that should have been rightfully in my favour, had common sense been applied!

All these reviews are doing them injustice. I received my order within 3 days. The dresses were great design and material. I returned one of them because it was a little short for my style as a hijabi and got my refund after 4 days only. I will order from Forever New again.

Excellent customer service. I had an issue with a refund and emailed them and they resolved the problem within a few hours.

Very disappointed in the dress I purchased online. Received today and there was a hole on the patterned seam of the dress. I thought that the garments ordered were checked before sending to customer. Quality checks on the garments need to be done before posting and it's not like the dresses are cheap. We paying a fortune for it. Just don't throw anything to me as I paid a lot for it!!!