Mocha

Called store more than 6 times over 2 days to finally get an answer.asked them to put a product on hold for exchange - she didn't mention the on she had in stock was the wrong style so it had to be ordered in after I drove nearly an hour out of my way to their store.

I've always loved the products at Mocha, but recently I had to return an item that was faulty, only to be told that the item would be sent to head office to "determine " whether it would be repaired or replaced! And the kicker. 6 weeks wait!
Consumer Affairs will have something to say about it!

The only reason this is getting a 5 star review is because one of the girls who work there is literally a life saver and amazing staff member! Before Covid lockdown initially happened I returned a bracelet that i received as a gift as it had been faulty as soon as I opened it. Regardless of lockdown it took a whole 4 months to get back to me as they had to send it off for assessment. Other staff members had promised to keep me updated and it never happened. Which is severely disappointing. I called multiple times just to check what was going on and if there was any progress. When it finally got back into the store I wasn’t able to come in due to unforeseen medical issues and one of the lovely staff members had offered to drop it off. Donna has a heart of gold and really went out of her way to make me feel like I’d shop there again. Thank you to her.

So disappointed!
I purchased a watch for my mum last year and it is now broken (one of the numbers has come off) it is clearly a manufacturing issue and when I called head office, the only thing they could offer me was 50% off a new watch, which means I would still be out of pocket for a new one or to just send the watch back to me broken. Pretty piss poor as they stated and clarified to me they can clearly see that it hasn’t been dropped, there are no scratches or anything on it and works perfectly fine- the only thing causing the issue is the number that has fallen off and the arm is now a bit laggy as it is in the way of the arm to be able to move.
So disappointed as it isn’t the only item that I have purchased from there that has broken. I brought a bracelet from there and within 1 month, it broke.
I buy so much from the store but now I will never buy anything from Mocha again! It is upsetting when they do guarantee at purchase that if anything happens to the item, they can send it off for repair etc, but when you do, they don’t do much about it.

I also was the one calling to follow up on the item after it was sent off for assessment as no one contacted me back when they promised and said they would call me back ASAP!

Great service by Sarah today! Very friendly and professional.

I was after a gift for my partner. I walked in to the store and was greeted instantly! I looked around, I knew exactly what I wanted just had to find it. A young woman asked if I needed any help. She guided me to what I was after - unfortunately they didn’t have the style and colour in stock. The young woman who was a Christmas casual brought over her senior sales assistant and they both discussed with me different options from Choosing another style and colour in stock, to ordering the one I was after. Both of the women were very knowledgeable and friendly. They let me know how long delivery would be and I was on my way! Would definitely go back simply for the customer experience.