Buyer beware! This company is an absolute joke & I highly recommend you do not buy through them. To say their customer service is disgusting is an understatement.

Given they were the ones at fault in the first instance I would have thought they could have demonstrated some goodwill to win back my negative customer service experience.

I purchased a dress through the iconic for a special occasion. On 3 separate dates i was left waiting for delivery but my parcel never showed up. As a result, the dress finally arrived after the event I intended to wear it at. This meant I had to rush out and make another last minute purchase which only increased my stressful experience and added unnecessary costs to me, not that Iconic would care about that.

Further to this, I had to escalate my unpleasant experience with 3 people before they agreed to give me a credit note which they failed to tell me I only had a 1 year expiration date. Being unaware of this, and being a full-time carer to a very ill, bedridden mum with cancer, I didn't have time to get online often. My mum sadly passed so I finally had the chance to get online to order something.

Despite my repeated requests for The Iconic to demonstrate some good will & extend the credit note, I was told they would not assist me and simply referred me to their terms & conditions. I believe special consideration in this instance for the appalling delay in delivery and time wasted waiting for a delivery that never showed up was more than warranted in this instance.

I'm actually more upset at their lack of empathy than the credit amount itself. It's time this company is held accountable for how they treat customers. I have read many, many bad reviews from other customers that are appalled by their customer service experience saying they are rude, unprofessional & unreliable. I have sadly joined this list of unsatisfied customers. When will they learn?

I can only hope that some one senior at Iconic who actually cares about the brand takes note of the following timeline following my appeals process below:

All they did was keep escalating my position to other staff knowing that they were never going to reinstate my credit.

Firstly, Isabella, a part of the Senior Customer Service Team just referred to me to their terms & conditions & bluntly refused to reinstate my credit.

Then I was referred to Harry, a part of the Escalations Leadership team who said the same thing as Isabella.

Then I was referred to Sally the Customer Experience Operations Manager who said the same thing & then referred me to Laura, the Customer Experience Operations Manager who just replicated what the other staff members said.

And they call themselves 'ICONIC!' I call them APPALLING! This is simply not the way to treat people. Excellent customer service goes along way & this company needs to be held accountable. I hope others reach out to me so we can escalate our dissatisfaction through the correct channels.

EXTREMELY dissatisfied customer!