Major Aussie retailer faces serious allegations from the ACCC

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'.


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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.'
Key Takeaways
  • Mosaic Brands is facing legal action by the ACCC for failing to meet advertised delivery time frames for hundreds of thousands of products.
  • The ACCC alleged that Mosaic Brands breached Australian Consumer Law by making false or misleading representations to consumers about delivery times.
  • The ACCC also claimed Mosaic Brands misrepresented consumer guarantee rights regarding refunds for faulty products on their websites.
  • Mosaic Brands, which operates a number of well-known brands and has around 804 stores, believed that the ACCC claim is flawed and will be defending itself in court.
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.
 
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I used to buy online from them every few months and then the deliveries stop coming many product out of stock yet they took the money. It took me months to get my money back. And yes I said I would give them another go and yes it happened again. I have stopped buying from them as their prices in the shops are triple the price they have online and the products they have online are not what they advertise.
 
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Reactions: Suzanne rose
This is the post I posted here in 2022
BEWARE Rockmans , Noni B Katies on line shop
I have shopped from Rockmans online for a few years now.

I really like their clothes and great bargains when on sale

Unfortunately their customer service over the last 12 months have become 0.

At first they blamed Covid for long delays (12 weeks).

I ordered long pants and they arrived within 3 days which I was both amazed and shocked.

I loved the way they fitted me and the comfort was amazing, so I decided to order more and as they sent me a voucher for $40 if I spent $120 as well as all items $20 , so I ordered 5 pairs normally $59 after discounts came down to just $15.

My order arrived on Monday to only discover that they sent me someone else's order.
It was 2 jumpers size 28 and not Rockmans but Autograph and I'm a Size 12.

I called them and they said send the items back and you will get a refund.
I replied what about my order, they replied sorry we have to refund.
I replied it's your mistake, you sent me someone else order , now I have to use my petrol and time to send it back and then I don't even get my order .

I have had problems over the past year but love the clothes I needed to go to fair trading a few months ago as they had said they sent my order but had only sent 1 of 8 items.

You would think I learnt my lesson right !!!!

I have now

I read their reviews and the are shocking

Rockmans are under Mosaic Brands which include Rockmans, Noni b, Katies Autograph Beme.

Have you had any problems with these brands

Screenshot_20220825-061101_Samsung Internet.jpg
 
Not just them. We ordered an urgent product from Perth, paid extra for express/overnight delivery. 12 days later when we rang Star Track they said our parcel was waiting at the Perth depot for more parcels so they could send a crate load together. We never did get a refund. Agree with PattiB, about Temu. They dispatch quickly and you get a very detailed tracking report every step of the way. And then if you don’t give a top review they offer a refund!
YES , i AGREE, Temu is just amazing... I did want to send an item back but they just refunded My Money and I kept the item... Never ever had any problem with Temu... but beware when shopping on the internet. My Wife ordered some shoes about 2 weeks ago, and then a week later the same company charged her $77 , She found out today that there was something they offered, and if You didn't cancel whatever it was they charged You for a 12 months subscription... anyway She told the bank to cancel it as soon as She saw it had been charged to Her bank account. I always use Paypal - great protection there... It has happened before with AMAZON... twice... 68autobug Bugbuyer
 
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Reactions: Suzanne rose
Recently delivery of my orders has been quick. Last year however, some orders took weeks. Another disappointing and annoying experience that I've had several of now is after completing my order and paying for it, a day or up to a couple of days later, receiving an email advising me that I'm receiving a refund for one of my items of clothing that I ordered. I find it annoying that at the time that you order there's no indication of the stock being low or it being the last one, it is stated that there is stock in the size and colour you have selected and paid for and then this happens.
 
This is the post I posted here in 2022
BEWARE Rockmans , Noni B Katies on line shop
I have shopped from Rockmans online for a few years now.

I really like their clothes and great bargains when on sale

Unfortunately their customer service over the last 12 months have become 0.

At first they blamed Covid for long delays (12 weeks).

I ordered long pants and they arrived within 3 days which I was both amazed and shocked.

I loved the way they fitted me and the comfort was amazing, so I decided to order more and as they sent me a voucher for $40 if I spent $120 as well as all items $20 , so I ordered 5 pairs normally $59 after discounts came down to just $15.

My order arrived on Monday to only discover that they sent me someone else's order.
It was 2 jumpers size 28 and not Rockmans but Autograph and I'm a Size 12.

I called them and they said send the items back and you will get a refund.
I replied what about my order, they replied sorry we have to refund.
I replied it's your mistake, you sent me someone else order , now I have to use my petrol and time to send it back and then I don't even get my order .

I have had problems over the past year but love the clothes I needed to go to fair trading a few months ago as they had said they sent my order but had only sent 1 of 8 items.

You would think I learnt my lesson right !!!!

I have now

I read their reviews and the are shocking

Rockmans are under Mosaic Brands which include Rockmans, Noni b, Katies Autograph Beme.

Have you had any problems with these brands

Screenshot_20220825-061101_Samsung Internet.jpg
I can relate to this Suzanne. The same thing happened to me in 2023. Was not impressed either. Have also found that some of their clothes these days are not the best quality as the first time you wear the, the stitching is coming apart - I had a pair of long black pants that I wore out one evening and the seams starting coming apart near the pockets as the stitching was so close to the edges and by the end of the night one side had split down past the pocket down the leg. Was not happy - they ended up in the bin.
 
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It’s easy Ian, especially if you shop with reputable retailers where sizes are fairly standard. I haven’t purchased clothing or shoes in store for several years & have never had a problem. I only ever buy from Australian stores.
I have found , or I had found a store were good quality shirts are the proper/same size (2x) across the range --- but I couldn't find them yesterday to add a link :( . I know where I can get "JB's wear" ;) if I cannot find the one I used last year
Perhaps you could add a link to your favourite online store (maybe better in new post so more see it)
Lowes is another I have given up on :(
 
I have found , or I had found a store were good quality shirts are the proper/same size (2x) across the range --- but I couldn't find them yesterday to add a link :( . I know where I can get "JB's wear" ;) if I cannot find the one I used last year
Perhaps you could add a link to your favourite online store (maybe better in new post so more see it)
Lowes is another I have given up on :(
That online store was aussie blokes cloths but they seem MIA :( --- last FB post was Dec 2023 and the web site is gone to cyberspace heaven :(
 
I have found , or I had found a store were good quality shirts are the proper/same size (2x) across the range --- but I couldn't find them yesterday to add a link :( . I know where I can get "JB's wear" ;) if I cannot find the one I used last year
Perhaps you could add a link to your favourite online store (maybe better in new post so more see it)
Lowes is another I have given up on :(
Most online stores have a size chart including measurements
Most stores also offer a return including online some even free returns.

I love trying clothes on in my own home rather than the shops
 
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It’s easy Ian, especially if you shop with reputable retailers where sizes are fairly standard. I haven’t purchased clothing or shoes in store for several years & have never had a problem. I only ever buy from Australian stores.
Also mislabeling in regard to size - have had that problem buying in store as well - happens. Yes I shop online and have bought shoes from Rivers and had them delivered via Toll not Aust Post and never had problems.
 
I bypass everything, tried shopping online, too hard, will stick to my Op shops where sizes don’t matter and the variety is much more exciting. I don’t need much just abit of fun really and never dull. I am happy with the clothes I have, just need a few home clothes and something to go to town in.😉
 
I purchased on line several items, all the one size, all fitted except on dress. Found it hard to get it exchanged. In fact I still have it sitting here. Over 12mths now I would say
 
Find a company online that you have learnt the sizes. Temu is amazing with delivery and refunds. My friends all prefer Shein - so no scammers there either.
I always shop Temu. Always items are true to size, if you bother to click on the size indicator it will give you the measurements for whichever item you are considering.
Delivery is always prompt and if for any reason they do not arrive in the time frame they give you they credit $5 to your account.
This Xmas I had four parcels that arrived one day late. True to their word I received a$20 credit. When I checked the tracking I discovered these parcels had sat at AustPost for four days before being despatched.
Prices are much better on Temu site and there is no freight.
Although I have never had to return anything, my friend did return one item that she changed her mind about. She send the return was handled swiftly and with no problems.
I would highly recommend Temu, I never shop anywhere else.
Just about all the clothing these
days comes out if China, you just pay a premium for it from Australian stores.
Rivers, in particular, just sell absolute rubbish.
 
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Reactions: Penny4
The ACCC is right. People are still complaining so all is still not well. Have a friend who will never buy online from any of Mosaic websites again.
 
I had reason to return 2 pairs of trousers recently to mosaic , I got a tracking receipt from the PO . A few weeks later I still hadn’t heard that they had been delivered back to the company. Rang the PO and they didn’t want to know just told me to ring the company. They said they didn’t receive the return so that was my money down the drain and the last time I shop with any of the mosaic stores. The quality was much lower than it used to be !
 
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Reactions: Fayp
Really they say they are delivering on time I lost count of how many emails I sent to them regarding one order and in the end asked for a refund because what I ordered wasn't needed anymore it took so long to get delivered and it still never arrived after 4 emails.

I stopped buying online from them 2 years ago. I still buy from them and only in store which we are lucky to have here where I live. Staff though is few and they close for lunch because the company well I guess is too cheap to hire more staff.
 
Purchased from them many time and never had a problem with delivery, Have been updated by email and text message as to what is being delivered and if items are not in stock and will be sent at a later dater, Very pleased with the services I have received over the years
 
Have always received what I have ordered from these companies but it’s been Australia post that have failed to deliver
The delivery drivers have been seen throwing parcels over fences dropping them out side of gates and not delivering them at all only taking them to the local post office for collection they have also been seen in car parks pulling parcels out of about 10 separate vehicles and sorting them out amongst them selves for delivery no wonder they go missing
We pay a delivery fee to have them delivered to the door these delivery drivers don’t seem to care
Not saying they are all like this but they are doing it
 
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Reactions: Annemarie

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