Major Aussie retailer faces serious allegations from the ACCC
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For many Australians, the convenience of online shopping has been a game-changer. It offers the allure of purchasing the perfect outfit, gift, or home goods from the comfort of our homes.
However, a legal challenge now casts a shadow over the reliability of these services.
A lawsuit against a major Aussie retailer for alleged delivery failures has come to light, raising serious questions about the integrity of online retail promises.
Mosaic Brands, the conglomerate behind household names such as Rivers, Noni B, and Katies, faces serious allegations from the Australian Consumer and Competition Commission (ACCC) for a litany of delivery failures.
According to the ACCC, Mosaic Brands violated the Australian Consumer Law 'by failing to deliver several hundred thousand products to customers within the delivery time frames advertised on its websites'.
The ACCC reportedly received 'hundreds of complaints' about Mosaic Brands regarding orders taken between 23 September 2021 and 31 March 2022.
It wasn't just a handful of parcels missing their due dates; this was an issue concerning 'several hundred thousand products,' according to ACCC Commissioner Liza Carver.
Mosaic’s advertised delivery times promised Australians their purchases would arrive within a two to 17-day timeframe.
However, evidence suggested that over a quarter of these orders were dispatched 'at least 20 days, and in some cases more than 40 days, after the purchase date'.
The ACCC argued that these failures constitute 'false or misleading representations to consumers'.
Mosaic Brands was also accused of 'wrongly accepted payment for goods during the same period' after the company 'failed to deliver orders within the advertised time frames, or within a reasonable time frame, or not at all'.
To add to their case, between 23 September 2021 and at least 23 October 2022, Mosaic Brands allegedly misrepresented consumer rights on the terms and conditions pages across eight of its brand websites, suggesting refunds for faulty products expired six months post-purchase.
The Australian Consumer Law '[doesn’t] have a specific expiry date' on refunds for faulty goods, according to Commissioner Carver.
She also added that 'consumer issues in domestic supply chains is a current ACCC enforcement priority'.
Mosaic Brands, with approximately 804 stores nationwide, responded to the allegations, saying, '[We] believe the ACCC claim is flawed, and we will be vigorously defending it in court,' the company said.
'For the last two years, Mosaic Brands fulfilment rates have been over the Government-mandated 95 per cent benchmark for Australia Post.'
What are your thoughts on this issue? Have you ever experienced a delay in the delivery of your online orders before? Let us know in the comments below.
However, a legal challenge now casts a shadow over the reliability of these services.
A lawsuit against a major Aussie retailer for alleged delivery failures has come to light, raising serious questions about the integrity of online retail promises.
Mosaic Brands, the conglomerate behind household names such as Rivers, Noni B, and Katies, faces serious allegations from the Australian Consumer and Competition Commission (ACCC) for a litany of delivery failures.
According to the ACCC, Mosaic Brands violated the Australian Consumer Law 'by failing to deliver several hundred thousand products to customers within the delivery time frames advertised on its websites'.
Mosaic Brands is in hot water for alleged violation of the Australian Consumer Law. Image source: Mosaic Brands.
The ACCC reportedly received 'hundreds of complaints' about Mosaic Brands regarding orders taken between 23 September 2021 and 31 March 2022.
It wasn't just a handful of parcels missing their due dates; this was an issue concerning 'several hundred thousand products,' according to ACCC Commissioner Liza Carver.
Mosaic’s advertised delivery times promised Australians their purchases would arrive within a two to 17-day timeframe.
However, evidence suggested that over a quarter of these orders were dispatched 'at least 20 days, and in some cases more than 40 days, after the purchase date'.
The ACCC argued that these failures constitute 'false or misleading representations to consumers'.
Mosaic Brands was also accused of 'wrongly accepted payment for goods during the same period' after the company 'failed to deliver orders within the advertised time frames, or within a reasonable time frame, or not at all'.
To add to their case, between 23 September 2021 and at least 23 October 2022, Mosaic Brands allegedly misrepresented consumer rights on the terms and conditions pages across eight of its brand websites, suggesting refunds for faulty products expired six months post-purchase.
The Australian Consumer Law '[doesn’t] have a specific expiry date' on refunds for faulty goods, according to Commissioner Carver.
She also added that 'consumer issues in domestic supply chains is a current ACCC enforcement priority'.
Mosaic Brands, with approximately 804 stores nationwide, responded to the allegations, saying, '[We] believe the ACCC claim is flawed, and we will be vigorously defending it in court,' the company said.
'For the last two years, Mosaic Brands fulfilment rates have been over the Government-mandated 95 per cent benchmark for Australia Post.'
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