“Ordered a robot vacuum on their site through rivers Australia, part of the mosaic brands group. After ignoring multiple requests asking for tracking or confirmation of dispatch, it finally arrived. They’d sent me the wrong product! They had sent me a vacuum advertised cheaper on their site. I messaged with photos of the 2 x advertised items along with a photo of what they sent on 6/5/22. I have received automated responses, been cut off multiple times on the phone but would persist and eventually get through. They asked for a bar code I sent it. They asked for another form to be filled out with the same information I’d already emailed them, I sent that too, I have been in store twice but they couldn’t refund as it was an online order, acknowledging in store it was clearly the wrong product and the store followed up customer care twice themselves. I called again today only to be asked for a photo of the item I received AGAIN that they received from me on 6/5/22. They keep saying they are waiting on a 3rd party response! I’ve pmed on Facebook with no response, I’ve commented on Facebook posts to which they have an automated response asking to pm them. It’s honestly a nightmare! Have put in a claim with my card company for reversal of the transaction now and provided them all the emails. I’ve spent hours and hours just trying to get a return label for an incorrect order and it’s been going on for weeks, they just do nothing. Hoping my bank can sort out now, but it’s honestly been horrendous. Ive often shopped in store at many of mosaic brands retail outlets, but never again!”
