venroy.com.au Avis 

Extremely disappointing customer service and returns experience.

Venroy advertises that it accepts returns, yet its returns portal simply does not work. I have repeatedly tried to process my return and have contacted the company several times by email and via Instagram, but have received absolutely no response.

It is incredibly frustrating to be within the returns period and actively trying to return an order, only to be prevented from doing so by a non-functioning returns system and a complete lack of customer support.

For a brand at this price point, this level of service is unacceptable. I am now having to consider escalating the matter through my card provider simply because Venroy will not respond or provide a way for me to return my order.

I would strongly advise others to be cautious when ordering online, particularly if there is any chance you may need to make a return.

Vernon has excellent quality clothing, but be aware that they are not currently accepting returns from the US. So I'm stuck with a sweater that is too short for me.

I returned order number 701593 and the tracking number shows it was delivered on the 15th of June however I haven’t heard anything or received any emails stating they have received the return. I sent an email asking for an update but received no response whatsoever.

I have DM’d them on instagram and left a comment on one of their posts with the issue in the hope that they will pick it up and come back to me. Will update this review if they do - if not, I will have no choice but to call my Bank and hopefully they can sort it out.

It’s my first experience of this company, so it’s a shame it’s not started off well.

*UPDATE*

They issued a full refund today and replied to my email and instagram messages.

The worst company to deal with customer service and also quality of clothing.

I received a cardigan wore it for two hours that day and it severely balled.

At a $200 price point yes you expect balling with merino wool but not after one wear for 2 hours it means it was loosely knitted and not proper stitched.

They refused to refund me even when I contacted them the same day within 3 hours of receiving it- they got back to me more than 10 days later and refused replacement or refund. The customer service girl April is so rude and I don’t reccomend this brand at all their quality is awful and customer service is even worse.
Under Australian consumer law you are entitled for a refund or replacement if the item severely looses shape or quality within first wear. I have taken this to the ACCC.

I placed an order with Venroy on 20 May for approximately €475.

More than three weeks later, my order still had not been dispatched.

During this period, I received no proactive communication regarding the delay. I had to contact customer service multiple times to obtain an update.

When I finally received a response, I was informed that my order was still being prepared by the warehouse team and would be dispatched “shortly.” However, no specific dispatch date was provided.

I understand that businesses can experience periods of high demand, but waiting more than three weeks for an order to be dispatched - without proactive communication or a clear timeline - is disappointing, particularly from a premium-priced brand.

My frustration is less about the delay itself and more about the lack of transparency and communication throughout the process.

Based on this experience, the customer service has fallen well below what I would expect from a brand positioning itself in the premium market.