Disappointed with Mori Cape Town – Misleading Return Process and Poor Customer Service

I ordered two pairs of sneakers for R1 600 from Mori Cape Town, expecting quality products and a straightforward return process if needed. Unfortunately, despite ordering my usual size (UK8), both pairs were too small, and the quality needed to meet my expectations. I requested a return, expecting a simple resolution as their website claims. Still, I was met with numerous emails attempting to persuade me to keep the products, offering discounts and gift cards rather than addressing my initial request for a refund.

To my surprise, I later discovered that the return address was in China, not South Africa, as I had been led to believe, which would cost me thousands in return shipping. This was never made clear during the purchase process, and I find this extremely misleading and frustrating. Despite repeated attempts to process a return and receive a refund according to their policy, I was met with stalling tactics and no real solution.

Their customer service continuously tried to deflect responsibility, citing terms and conditions buried in their website, which only adds to the feeling of being misled. I advise potential customers to be cautious of their return policies and the overall customer service experience.

I am extremely disappointed with Mori Cape Town’s handling of this situation and their lack of transparency. This has been a frustrating experience, and I would not recommend this company to others.