Mosaic Brands Retailer Customer Claims for Undelivered Goods and Refunds
The fashion group behind well-known brands Rivers, Katies and Millers is in hot water, with hundreds of angry customers claiming they feel ripped off.
Online shoppers say Mosaic Brands not only fails to deliver goods and refunds, but has used every excuse under the sun to justify the delays.
Lenard Lever is over 80, so these days the retiree does most of his shopping online.
READ MORE: Residents bleed cash as cars get stuck in stacker nine months later
“With COVID, you don’t want to go running to the stores to buy things. Fortunately, I try to buy most items through Amazon where you get delivered the next day, or anytime, two days later and even on weekends. I mean they’re amazing,” Lever said.
But when Mr. Lever placed two orders with Rivers, his experience was quite the opposite.
In February, the grandfather said his order had taken weeks to arrive and a shirt was missing.
READ MORE: Revolutionary on-court win for speeding
“(I got) autoresponders for the one missing shirt saying they’ve been still looking at it, you know, for six weeks now,” Mr Lever said.
Then, in March, he placed another order for eight items worth about $120.
“A package arrived to me addressed by Mosaic, which is the Australian Stock Exchange’s monitoring company, and all the items in it were very expensive women’s clothing, which I had not ordered,” said Mr. Lift.
READ MORE: Woman finds belongings missing from Miter 10 outlet amid storage dispute
Mr Lever returned the items and asked for a refund which he never received.
“My wife contacted Rivers’ so-called customer service, which I think should be renamed ‘indifferent service’ customer because basically they promised things, they do things, but nothing happens,” said Mr. Lever.
He joined a chorus of other customers who have shopped online with a Mosaic Brands label and feel aggrieved.
Robert Kendell ordered a pair of shoes from Rivers.
“This is the first time I’ve waited two and a half months for an order that was advertised online as available but couldn’t be delivered,” Mr Kendell said.
“What kind of excuses did they give you?” I asked.
“Okay well first it was COVID, then they had logistical issues, then the next thing was there were certain areas where they couldn’t deliver due to flooding and I mean what’s next? The blame the Russian war? said Mr. Kendell.
Janelle Maybury bought a dress online with Autograph.
It hasn’t arrived and neither has the refund she’s been fighting for.
“A lot of time and effort went into contacting them for $52. I know it’s $52 – that’s more the point than anything,” Ms Maybury said.
Amy McIntyre said she lost $220 after Katies failed to deliver her outfits.
“I placed an order in early December for a Christmas trip I was taking with my family. I’m a new mum and I’m breastfeeding. I wanted breastfeeding-friendly clothes for this trip with my family and friends — didn’t happen,” Ms McIntyre said.
And again, there were no shortage of excuses.
“Logistics, third party, having to check with warehouses, flooding. Flooding doesn’t make sense because I’m in Melbourne and we haven’t had it,” Ms McIntyre said.
Only part of Jason Reid’s Rivers order has appeared.
“It’s a waste of time, it’s a waste of everyone’s time and effort to hunt them down. We shouldn’t have to go to extreme lengths to get an answer,” Mr Reid said. .
Yvonne Mullins bought her husband a jacket and a pair of flip flops for herself in Rivers in September.
“Well I got his jacket and so far I’ve had 22 emails, two vouchers for $20 and $10 – as if I’m going to spend more money with you – and the last contact was March 16 and I haven’t seen the product, I haven’t seen a refund,” Ms Mullins said.
The Christmas present from Shae Miller de Rivers’ husband also didn’t survive.
“So yeah, he didn’t get a lot of Christmas present and that’s really frustrating, because I think people have certain budgets and they put money aside for certain things and said ‘this isn’t a lot of money, “but for some people it really is,” Miller said.
While Rivers stores appear to be operating as usual, online issues have customers asking the question: Are the rivers drying up?
In 2020, Mosaic Brands was one of the hardest hit retailers during COVID-19, reporting a loss of over $200 million.
Then last year, the fashion retail group was fined $630,000 by the ACCC, accused of false or misleading advertisements for uncertified masks and hand sanitizers that contained only 17% alcohol.
“They are either extremely disorganized or there is something very wrong with their treatment, very, very wrong,” Ms Miller said.
On Google, Mosaic Brands is rated one star, with reviews such as, “They don’t even deserve a star.”
And: “A very disgruntled and disbursed customer of Millers.”
On Rivers Australia’s Facebook page, a reviewer said: ‘Still waiting for half of my orders!’
“I’m done with these charlatans. Passed a joke now!” says another.
“The company is a disaster area for disgruntled customers!
All the while, brands continue to run ads for bargains.
“Every day they come out with a new one with amazing promotions. You think ‘wow’ but there’s no warning that it can take anywhere from two weeks to six or nine months to deliver the stuff,” Mr Lever said. .
“There’s absolutely no warning, you know, which in my mind is wrong.”
We tried to speak to CEO Scott Evans at Mosaic Brands head office in Sydney, but instead got Chief People Officer Scot Walker.
“So you don’t want to do an interview about it? Because we’ve spoken to a number of customers who are quite upset,” I said.
“So I’m not really in a position to comment,” Mr Walker said.
“We’re not really prepared for a surprise interview that goes like this.”
Ms Mullins said that although she still didn’t have her flip flops, her husband was now ‘happy to have his jacket’.
Mosaic Brands Statement:
- Of the 1.3 million items dispatched to customers across Australia in the last eight weeks, 98% were received within our 7-10 day delivery promise.
- We have investigated each of the issues raised with us by ACA. We wholeheartedly apologize to the affected customers and are in the process of contacting each of them individually.
- The COVID-19 pandemic has and will continue to have an impact on deliveries, inventory supply and response times in the retail sector and in the economy in general. We don’t like it, impacted customers don’t like it, and we will continue to take all possible steps to ensure minimal disruption and improved response times.
In images, in pictures
Everyday Australians clash against ‘nightmare’ bureaucracy
See the gallery