trenery.com.au Avis 6

I am annoyed by Trenery. I bought online and they sent me the wrong item. When you contact customer service they put the onus on you to “fix” the problem. They want you to go into a store and exchange. They will not do you the courtesy of actually putting the item you actually bought on hold for you, so you don’t waste time going store to store looking for the correct item. You really have to push back to get them to solve a problem they created. Saying sorry and expecting the customer to fix the problem is LAZY.
I have received items where the delicate fabric has been stuck to the glue of the envelope. They do not care.
The clothing is beautiful but the service (the human element) is really lacking,

Twice now i have made a return (due to them not having a stand alone store) which was not refunded. I have had to send tracking details, photos, etc to prove I have returned the item. Even though they acknowledged my return by email I still had to prove I returned it. I am now chasing up a refund for a return 2 months ago.
I am a platinum customer and this is the second time this has happened. Also they have changed the fit of their garments which is the reason for my frequent returns as I can no longer judge the size I need. Their descriptions of the fit are unsatisfactory and sometimes meaningless ( fashion jargon sometimes). I haven’t purchased anything recently as it is becoming too complicated.
If I order a garment using my reward points and it doesn’t fit they will exchange it BUT if they cant supply my size I lose all the rewards points as they dont refund the points even if they are the problem. How useless is that! I have lost a fair amount of points for this problem. This wouldn't be a problem if their sizing was consistent like it was during covid and before they decided to modernise their website and sizing or of they had a stand alone store.
No email anywhere on the website so I can follow up concerns so i am forced to use a very slow response chat line. One day it took 1 and 1/2 hours to resolve a simple concern. I would have driven to the store(if they had one) and back in only 40minutes.
It is not acceptable to thinks opps sorry resolves all these issues.
I am totally dissatisfied with this brand.
Maus

Trenery & Country Road owned by Woolworths Holdings along with Witchery, Mimico, Politix. Trenery has same head office in Melbourne, same A.I bot SMS/Chat that lie and text me twice there is no customer service email which is untrue as they all have emails and 1800 numbers for dedicated customer 'service' departments, and same appauling customer service department via their email when after considerable research and effort I found their email, they then lied again and refused to give me their phone number to speak in person. See 1 star rating for C.R. as Mimico, Witchey, Politix customers will experience the same appauling service from same staff. All brands have lost my custom and I am now supporting Cue, Myer, Seed and their other competitors

Trenery is a womenswear and menswear store. It is a sister brand to Country Road.
The customer service in-store in Trenery's standalone stores has been hit and miss of late, as has Country Road's. Sometimes I have to physically walk up to a sales assistant to ask for help. Other times I get attitude from the staff at checkout. But I have had some lovely staff, however, they're rarer and rarer to find.
With the cut to physical Trenery stores, it has been difficult to get to a place where you can try on clothing. So I resort to online shopping.
I made one online order consisting of sale stock. The goods arrived from the warehouse all new, which is what I prefer anyway. One item I was really keen on was faulty and had a hole in it - a Milano knit zip cardigan. How a woollen knit manages to escape quality control with a hole in it, I don't understand.
So I placed a second online order and managed to still find the same cardigan in stock in my size. This cardigan also came from the warehouse with the zip pulleys still wrapped in tissue paper. However this one wouldn't zip up properly because the zip kept getting caught on the knit fabric underneath.
I had to find a day I was free to take it to my nearest store, which is half an hour's drive away. Since I really liked this zip cardigan I wanted to keep it if the store could arrange a repair. I read the return conditions on their site which state "If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund."
I approached the sales person in the Brighton store, and politely explained what had happened and if a repair could be arranged. Well, she wanted to have an argument with me. She was adamant that the zip getting caught as you try to zip up the cardigan was not a fault. I explained to her that the fabric had been sown too close to the zip and the item wasn't performing to expected standard (was not fit for purpose). She insisted that any other staff in another store would state that it did not have a fault. She even incorrectly said that the zip would probably become smoother with more use of it. The zip is made of very coarse metal. I explained that the more it catches on the wool knit which is what the entire garment aside from the zip is made of, the more the wool would become loose and damaged.
At least she offered me a refund (because she is going to palm it off to an unsuspecting customer). So that's why I give this two stars.
However, I really wanted to keep that Milano zip cardigan because it's now sold out online and I can't get to the concession stores.
Pretty shitty experience to have a retail sales person try to pick an argument with you when all you wanted was a remedy. Plus, she treated me as someone who had just walked in off the street and not the Gold tier member that I am. I have spent thousands at the Country Road group over more than 20 years.
I won't be going back to that store again.

wish I had a read the reviews, I wouldn’t ever have brought from this company ever. Purchased a linen shirt online week ago. Had no communication from the company. I sent three emails which have so far been ignored asking for a tracking number. then finally receive an email saying that my transaction has been cancelled. They have kept my money and not refunded me. The next step is the complaint to the commerce commission. Very disappointed that the poor customer service and the fact that they won’t return my money is pretty much theft.

Good quality but despite website clearly saying free returns, when I came to return some items from my order it says "Return the items at your own cost."