Country Road / Trenery Outlet – Cashback, Rebates & Rewards

I recently purchased a shirt from Country Road store in Sydney . It was made of 16% silk and 84% linen. A very delicate piece. After 2 wears and 2 handwashes I was wearing the shirt and lifted a small light table from the floor at home and the fabrics totally shredded under both arms for a length of about 15 cms. All the seams were French reinforced seams, so did not allow much give. I went to online Country Road customer service and chat line said I had to take it to a nearby store for assessment. I could not ring a store or customer service as I was back home in Brisbane. I purchased the shirt in September 2024 and returned it to Indooroopilly store at Country Road with Visa card receipt on 2 November 2024. After explaining what had happened and complaining it may be faulty fabric, 2 other supervisors examined the shirt and took 10 minutes for a supervisor to talk to me. She insisted that the shirt had been compromised by machine washing and placed in a dryer judging by the state of it. She asked if I had hand washed it? I replied “yes and I don’t have a dryer!” She did not believe me and insisted that the shirt fabric had been compromised, virtually calling me a liar. After several minutes of her accusing me of not hand washing the shirt and refused to make any offer of replacement, refund or credit. She stated that she would not do anything because she did not believe me. I asked to speak with a manager and she informed me that no manager is on until the next day. I asked for her name and phone number. Country Road does no give out store numbers. The customer has to return to the store. A very frustrated customer indeed. Very poor customer service. I took my shirt then to the Brisbane city store and had a totally different experience by the young girl. She immediately apologised for my shirt, asked me if I was a loyalty member and looked my purchase up in the register. Identified the sale in Sydney store. Then asked me if I wanted a refund or credit? No questioning or arguing as to how I washed the shirt. I totally complimented her on her service. She was a breath of fresh air in retail and continued to apologise for the mishap. Country Road should train their staff in better customer service and reward staff who make a positive impact on their customers.

Purchased from this store for years, positive for them it’s never had a problem until now. Negative for them is ordered girls black leggings, normally $19.95 each. Received with sale tags for $9.95. Requested a refund but they can’t do this without a photo. Explained the tag to a tee and additionally website supports sale price. Looks like they are good until something not right, then willing to lose a customer over $20. 3 times in my life this had occurred with companies, first one not to honour their own price.

I bought some 16 piece x 4 sets of beautiful cutlery 5 months ago which indicated they were dishwasher proof, unfortunately several pieces lost their patina. I emailed customer service and they asked for me to take them to my nearest store who would refund or replace. I was served by Eliza in Brighton Vic, she offered to do the above, I love them and decided to replace 1 set. Eliza was patient, kind and helpful. I couldn’t be happier with the options given and the courtesy given.

Recently made an order online. They had a great special on. Ordering was easy, communication was great and received our items quite fast. Would buy from again!

I went to my favorite store to buy few things before going on holiday. I am very pleased how girls are doing everything possible to satisfy me and make my shopping successful. Thank you, Thank you.