A collection of dissatisfied Mosaic Brands customers have taken to the media to air their grievances with the retail giant.
In an A Current Affair program aired last night, the customers claim that they have placed orders with some of the business' brands including Rivers, Katies and Millers and have either not received their items, received the wrong items, received only parts of their order and have not been able to get a refund.
The customers claim that they have been given a range of reasons for the delays and difficulties from Mosaic, including the COVID-19 pandemic, the floods, third party providers and checking stock in the warehouses.
As is well documented in the retail industry, the pandemic has greatly impacted the delivery of goods and the wider supply chain, resulting in lengthy delays for delivery of goods.
One of the customers featured in the program was Lenard Lever, who claims he placed two orders with Mosaic: one that was delivered after two weeks and had a shirt missing, and the second that was filled with ladies' clothes that he did not order.
"My wife contacted the Rivers so-called customer care department, which I think should be renamed customer 'don't care department' because basically they promised things, they're doing things, but nothing happens," he told the program.
In a statement, Mosaic Brands said that it is in the process of contacting each of the impacted customers.
"Of the 1.3 million items shipped to customers across all of Australia in the last eight weeks, 98% have been received within our 7-10 days delivery promise.
"We have investigated each of the matters raised with us by ACA.
"We apologise unreservedly to those customers impacted and we are in the process of contacting each of them individually.
"The COVID-19 pandemic has and will continue to impact deliveries, stock supply and response times in the retail sector and wider economy.
"We don't like that, impacted customers don't like it and we'll continue to take all possible steps to ensure minimal disruption and improved response times," Mosaic Brands said.