Hollie Rose Boutique — Local services in Newcastle-Maitland

Extremely disappointing experience with Hollie Rose Boutique. I purchased a pair of Trelise Cooper trousers online that were not as described – the print was very distorted and pixelated, nothing like the images or description shown on their website. When I returned the item and requested a refund (as is my right under Australian Consumer Law), I was refused and offered only a store credit - which on receiving was for less than what I’d paid for the trousers, again breaching consumer law.

To make matters worse, my receipt actually stated “Refunds are not offered under any circumstances” – a clear breach of consumer law. After numerous emails, the business still refused to acknowledge the issue, forcing me to lodge complaints with the ACCC and NSW Fair Trading.

This has been one of the worst customer service experiences I’ve ever had. I would strongly caution others before purchasing from this store – they do not appear to follow basic consumer protection laws or stand behind the products they sell.

Ironically had I purchased these trousers from Treslise Cooper directly I could have returned without issues. I would not recommend anyone shop at Hollie Rose Boutique.

**EDIT following response from owner: The description of these trousers did not match the images shown online (had a close up image of the print been provided I never would have ordered them). As they were not as described I’m entitled to a refund under Australia consumer law.

The way the ‘no refunds’ information is displayed on the receipt is in no way shown to be part the sales policy it reads as its own policy

You can’t offer free postage on an order then remove this cost of shipping from a credit note - this is also unlawful. Thank you giving me more evidence that your business doesn’t follow Australian consumer law.

Small business like yours deserve to be called out for ripping...

I never post bad reviews on businesses pages but this time was an easy exception.

My husband purchased a $600 dress for my birthday. Once trying it on after receiving the dress, it was too small. I looked up the return policy as I always would (if I was purchasing) and noted their returns policy of 7 days (fair enough, I’m aware businesses can set their own return policy’s within legal reason) I emailed the store anyway to see if there would be any leniency as it was a gift. Courtney responded. She stated their 7 day policy and I was currently past the 7 days.

I explained the situation where my husband had purchased the dress as a gift so naturally it went past the 7 days and asked if they could make an exception. I would have been happy to get a credit and purchase something else or exchange for a different size. It could have even led to spending more money.

I get you’re a small business, I also work in a family run business, and when a customer comes to us and is polite and needs help, we are always happy to do what we can to make their experience better. You guys wouldn’t have lost out on money, it’s not like you had to refund me.

In addition, when taking the dress off, I also noted a very old blood stain on the lining of the dress. This was mentioned in the email. When you receive returns or send items out, it would be a good idea to check there isn’t bodily fluids staining your items.

Can’t forget to mention, you didn’t even have the decency to reply to my email after I had responded explaining the situation....

I have shopped in store a number of times and each time I been met with outstanding and personalised service. Nothing is ever an issue, they always go above and beyond to help find exactly what I have been looking for and have even special ordered in items which is a terrific service to offer customers. Such a beautiful shop with a huge variety of clothing in store, the service they offer is second to none. The staff are so friendly and make sure that you leave feeling happy and confident in your purchase. Courtney and the team at Hollie Rose are exceptional at what they do, I’ve yet to experience this level of service anywhere else and this is why I keep going back to support them. If you haven’t been in yet I highly recommend making the time to...