SIR the label Tracking Order Status

Bought a dress, tried it on, didn't fit, wanted to return. There was no return label so I requested one. I was given a $35 invoice for it, which is already unusual, but it was just the beginning of a very irritating journey. Honestly, probably the worst customer service I've ever experienced with a retailer. Not only do they make it very difficult to manage a return, their system is poorly designed and very buggy so it required a ton of back and forth with the customer service team. The clothing itself is incredibly variable in quality as well, but it's really the awful customer service that has driven me to never want to shop with them again. Their products are not differentiated enough to warrant such poor treatment.

I’ve had two negative experiences with the brand. One, I bought a pair of pants that began pulling apart and pilling after only one wear. I took them back to the store and the staff member told me it was my fault and just “wear and tear”, and also accused me of washing them (which I hadn’t). For context, they’re not a delicate pant like silk - they’re Rayon and Lycra. Then, my partner ordered in a dress for my birthday and the staff failed to tell him they had changed the cut and fabric of the style, so when it arrived and wasn’t what we thought, we tried to return it just hours later. Fast forward a whole MONTH of staff lying about it not changing, dodging our emails and then eventually giving us a refund, I have vowed never to buy from a brand who has such bad customer service values.

Nice designs but such poor quality. After wearing a top from this label less than 3 times the seams started to unravel. The company asked for me to return at my own expense to repair it which I did. The same issue occurred yet again when I got it back and after that their customer service person advised it was a wear-and-tear issue and not their problem. One of the very few brands that would take this approach as most high end Australian labels have amazing customer service and take pride in the quality of their products. Also rated as a label to avoid by the 'good on you' app for poor sustainability.

DO NOT SHOP HERE! The return process is costly and time-consuming. In this day and age, the company should include pre-paid shipping labels. I paid over $200 on a return because the value of the items was high. The customer is ALSO responsible for covering customs costs. Nothing is worth all this trouble.