Jenny Robertson spent $400 online at Rivers nearly two months ago, and half of her order has yet to arrive.
A Whangarei woman is among hundreds who waited nearly two months for an order from an Australian clothing brand to be delivered.
But Mosaic Brands, one of Australia’s largest fashion retail groups, with brands including Millers, Rockmans, Noni B, Rivers, Katies, Autograph, W. Lane, Crossroads and Beme, said the delays were due to shipping delays caused by Covid-19.
Jenny Robertson ordered 15 items costing over $400 from Rivers on Jan. 4.
But seven weeks later she has only received five of the items and had no response to multiple emails and phone calls to the brand.
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She managed to reach by telephone on February 11.
“She was rather vague and seemed disinterested but ended up saying Australia Post hadn’t picked up the remaining 10 items from the order,” she said.
“Something is seriously wrong with the operation of Mosaic Brands.”
Robertson and her husband vacationed in Australia for 20 years and often visited Rivers.
On a Rivers Australia Facebook post in January, more than 178 disgruntled customers complained about order delays and a lack of communication.
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Many said orders they placed in January took months to arrive, if at all.
“I placed an order last December and all I get every three or four days is an automatic robotic response,” commented a man from Melbourne.
“This company used to be good, but for at least six months they never seem to have any advertised items. I’ve had three incomplete or canceled orders. I will never order from Rivers again.
A spokesperson for Mosaic Brands said it has publicly raised concerns about shipping delays across Australia and New Zealand in recent months and privately with contracted couriers .
“They, in turn, highlighted that they had been hit by both high demand and severe Covid-related constraints,” he said.
“We’re not happy there are delays, courier companies are trying to sort it out during the pandemic and customers are understandably frustrated.”
He said that in Robertson’s case, an incorrect address exacerbated the delay.
“We are now accelerating this order.”
On Friday, Robertson said eight more items from his order had been shipped, this time delivered by Omniparcel.
Last year, the Australian Competition and Consumer Commission (ACCC) fined Mosaic Brands $630,000 for multiple consumer law breaches relating to pandemic-related health products, including a hand sanitizer with much lower alcohol levels than advertised.
An ACCC spokesman said he was unable to comment on potential complaints, but the Fair Trade Act applies to businesses located overseas that sell to New Zealanders.