Superdry AU レビュー 4,346

They compete with their own retail and had the same item for cheaper online and we had no idea and bought it for more. When we realised they refused to refund and basically said yes we have taken more money from you. Stay away I will never buy Superdry anymore. They are greedy and evil people.

Stay away from this brand in Australia. They send you incorrect items and refuse a refund. Absolute nightmare. Not to mention their slides/thongs are pretty tacky.

I recently ordered three items from Superdry’s online store, expecting all to be delivered as shown in stock, and paid a flat-rate shipping fee. Due to their stock error, only two items were delivered, with the third refunded without prior contact. I raised that they made a unilateral decision where I could have changed or cancelled the order, citing ACL Section 18 and 259, but Superdry dismissed this by explaining that they were operating within the legal framework, referencing their Terms and Conditions (Section 5.1) and ACL Sections 18 and 259. They claimed the stock error was genuine, the item refund sufficient, and the shipping fee non-refundable as it applies regardless of item quantity.

Rather than acknowledging the impact on the customer and seeking a practical resolution, their responses relied entirely on quoting terms and conditions. I found similar complaints on ProductReview, Trustpilot, and Reviews.io, including out-of-stock items refunded without notice, unrefunded shipping or return costs due to Superdry’s errors, and dismissive customer service, suggesting a systemic issue in their online order management.

I’m not returning the items, as it would incur additional costs, but I’m dissatisfied with Superdry’s handling. It appears Superdry is not genuinely interested in resolving these concerns or improving how such situations are handled. That in itself is disappointing and speaks volumes about where customer service sits in their priorities.

I will raise this with Fair Trading to assess their position, and I caution others about Superdry’s online store due to these recurring issues.

Shirt sizes run much smaller than they used to and shipping/return shipping does not get refunded. I ordered 3 Large athletica t-shirts as the one I already own fits me well and is very baggy/loose fitting. All 3 shirts arrived and were very small and did not fit and also felt lower quality than the one I already own. I had to pay $10 shipping and $10 for the return shipping so overall I'm down about $20 and did not have an option to exchange for a larger size.

Update: there had been issue with my payment and with using gift card, hence the issue with shipping. I had emailed twice to inquire but getting same answer from these 2 customer service. Seem like they were just providing textbook answer. Luckily there is Tyson who looked into the matter and gotten it resorted. Males a world of difference when you hire the right person for the job.

Customer service is always quick to respond. However shipping takes very long this time around.
Ordered 2 Jan and its still not shipped today. Its always been slow though in the past. Something that they need to work on!

Bought 3 items for over $300 online and shipped by AU Post. Items lost after 5 days and confirmed by AU Post. Tried to contact with Superdry AU for a solution, unfortunately they don’t have phone number for Australian customer but email only. I have already sent 2 emails to them about 13 days ago, no response from Superdry AU so far. Really disappointed.

I live in the UK my son lives in Australia so I bought him a jacket from the Australia site thinking that if it didn’t fit he could take it into a shop in Melbourne to change it. The jacket is to tight in the arms so he cannot bend his arms so I emailed the au site to change it. Superdry won’t let you take any item back to a store if it is bought online! They also keep a 28 day return policy even though in these troubled times postage runs late. I bought this thinking I was getting a quality product which clearly I did not as these sleeves do not fit the size of jacket. I have asked twice now for the complaints procedure which they don’t respond to. My advice is to NOT purchase from this company until they get their customer service sorted out as they clearly do not care about their customers!!!!

Lack of respect with the customers:

I bought 2 blouses at the Superdry 101 Queen Street store, Auckland Central on June 12th and on the tag of one of the blouses, the value of $59.99 was noted and then, without paying attention, I was charged $79.99 for the blouse, which I didn't would pay if I had seen it before. I sent an email through the Superdry website, asking for an email where I could upload the photo of the tags and get a refund, and nothing was answered. Therefore, I always advise everyone to keep an eye out and I'm super disappointed with the lack of respect in charging another amount and not even answering anything.

Superdry.com geotags Australia. The UK website however will ship anywhere worldwide including New Zealand for free (not Australia). They used to ship to AU until about 2 years ago. Australians now get a random smaller selection, sometimes not getting some great styles at all. I contacted SD Australia as to why and I have not received answer to this question. SD Australia prices also seem to be marked up when compared to the UK site. It seems SD Australia want full control of the Australia market. Any case, search the web and you will find latest Superdry products at cheaper prices from some independent European businesses including postage.

I went into Miranda store and cannot highly recommend Esmat enough. He was the most amazing, helpful sales person I have ever met. Well done Esmat!! You are a big asset to your employer.

Have worn the jacket I bought 3 years ago regularly and still no signs of wear and tear. Great jacket for its price

Superdry AU customer service is a complete let down to the Superdry brand name.

The Australian outlet just makes me sad that the brand name can be abused in such a way.

I love the Superdry brand, I have been a customer for nearly 15 years after coming across them when living in London. If I were to estimate over the years I have probably spent approx. $45'000 on their brand - 80% of my wardrobe is Superdry and I am very loyal so despite my experience with Superdy AU I will continue to buy their clothes however I will no longer deal with Superdry AU and instead do my shopping during my annual trip to the UK.

Their customer service is one of the worst I have dealt with in my 40 years. To highlight some of the areas that I felt let down with:

1. They are slow to respond to emails (when they do).

2. There are emails they just ignore and never respond.

3. When they do respond they do not read emails and provide an unrelated answer as though it is automated base on key words.

4. The only way to (currently) contact them is via email - no phone line, no twitter account, no online chat.

5. They say packages sent to the wrong address are the recipients responsibility to resolve by following up with AUPost (despite them being the ones who addressed it incorrectly).

6. I reported a bug on their website 2 months ago and provide a very detailed way to reproduce yet it still exists.

7. I was charge more on credit card than what was shown at the checkout.

8. I suggested ways to improve their customer experience due to problems on their website - I was totally ignored despite them being industry standard fixes and with very little overhead to implement.

Communication is the biggest factor for all of my issues with Superdry AU.

Easy to contact and easy to user their service. I love that they're quick but the quality is still there!

Disappointed the UK product lines cannot be accessed anymore since the change of ownership. I just think this is a bad move, you are driving away business from regular customers.

I love the product and hassle free to return an item for an exchange.

Product are good due the size are big even though I already order small so I decided to returned it and I returned my item at Superdry warehouse, it took already more than one month until now I haven’t receive my refund. I emailed the customer service it says 10 working business day but til now nothing.

Love my coat, great quality, great price and delivered within a few days.

Shipping was fast! Very happy with my product. However, I made a silly mistake and put in the wrong Zip code by one number. When I had received the confirmation email it said to contact them in the email attached for queries and changes. Immediately I did asking if my zip code that was one number off would affect delivery. I didn’t get a response for a couple of days and they said once the purchases are made you can’t make any changes after. Which is confusing since the email said to email them if there were changes to the order...

Easy to pay good site, easy to find products. Arrived in good condition and on time. Easy to track. Would recommend.

I love the quality of Superdry and the great range of clothes to buy online. Superdry are very efficient in delivering my purchases. I am never disappointed!!