My experience with Mt. Kiwi was wonderful from start to finish! I ordered a jacket in a small size, and they reached out to me to ensure that was the size I wanted. Once that was confirmed, they shipp... Voir plus
Bien que nous ne vérifiions pas les affirmations individuelles, car les avis reflètent l’opinion personnelle des utilisateurs, certains avis sont accompagnés du statut « vérifié » lorsqu’il est possible de confirmer qu’une interaction avec l’entreprise a eu lieu. En savoir plus
Pour protéger l’intégrité de la plateforme, chaque avis, qu’il soit vérifié ou non, est analysé par notre logiciel automatisé 24 h/24 et 7 j/7. Il identifie et retire tout contenu qui enfreint nos conditions d'utilisation, y compris les avis qui ne se basent pas sur des expériences authentiques. Nous sommes conscients que nous ne pouvons pas tout détecter, et vous pouvez nous signaler tout élément qui aurait pu nous échapper. En savoir plus
Lisez les avis des autres
Excellent jackets, well made, warm, stylish and functional. Perfect fit! We love our Mount Kiwi jackets. My husband got a 2XL and I got a Medium. They arrived fast after ordering via NZ and then Aust... Voir plus
L'entreprise a répondu
Cheaply made, poorly fitting itchy wool jumpers. Return shipping is horrendously expensive $60!! and they don't tell you either that the return address is a rural one AND that there is apparently a... Voir plus
L'entreprise a répondu
I cannot recommend this company highly enough! The communication from the team was absolutely lovely, friendly, and very helpful from start to finish. When my favourite hoodie needed some repairs, the... Voir plus
L'entreprise a répondu
4,2
Bien
20 avis
Aucun historique récent de demande d’avis
Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai de plus d'un mois
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
My experience with Mt. Kiwi
My experience with Mt. Kiwi was wonderful from start to finish! I ordered a jacket in a small size, and they reached out to me to ensure that was the size I wanted. Once that was confirmed, they shipped the jacket and beanie (both of the highest quality) almost immediately. I felt a little nervous because it was being shipped to the U.S. and was unsure if I'd receive the items, but I did, and it arrived fairly quickly and in flawless condition! I cannot recommend Mt. Kiwi highly enough. Quality products made with obvious care, and very kind and helpful people who work there. If you are on the fence about buying from them, I hope this review helps!
28 septembre 2026
Avis spontané
Mt Kiwi rocks!
Thanks for the 50 Shades wool jacket Mt Kiwi. I’m stoked! Never been warmer. Top quality. The soft fleece lining is inspired as I don’t feel the usual scratchiness I get when I wear wool. The zip off hood is cool too. I wear it when walking the dogs early morning as it keeps me super snug. Thank you Mt Kiwi and bless you guys for the free wool beanie. It’s been a godsend this winter. Cheers, Leslie @ Whakamarama
15 août 2026
Avis spontané
Réponse de mountkiwi.co.nz
Thanks Leslie....those early Whakamarama dog walks sound like a pretty good test for a winter jacket! Great to hear the 50 Shades is earning its keep, and that the fleece lining has made wool a much more comfortable option for you. Sounds like the beanie landed at exactly the right time too. Thanks for taking the time to leave us such a great review. Enjoy!
The Mount Kiwi team
I’m really impressed
I’m really impressed. First time ordering from Mount Kiwi and the sizing chart was super helpful and I ended up with exactly the right fit.
I got the Station half zip with the lining and wow, it is so warm. It feels really well made and definitely good value for money. The lining gives it that extra bit of warmth without making it feel too bulky.
I’ve already worn it heaps and its already become my new favourite jersey. Very happy with it.
4 août 2026
Avis spontané
Réponse de mountkiwi.co.nz
Hi Emma,
Thanks for taking the time to leave this review. Great to hear the sizing chart did its job and you landed on the right fit first time. The Station is a pretty hard one to beat when the temperature drops, so it’s good to know it’s already getting plenty of wear. Thanks again for giving Mount Kiwi a go...we really appreciate it!
I STRONGLY recommend Mount Kiwi
I STRONGLY recommend Mount Kiwi
I purchased the Station Half Zip jersey from Mount Kiwi and upon getting my hands on it, immediately knew it was going to be a "buy-it-for-life" purchase.
The garment itself is excellent quality, with a soft fleece lining for comfort, and super soft wool outer. It feels genuine, heavy and like a life companion. It also feels hand-made and like it was crafted with care and attention.
However, Mount Kiwi have a customer for life in me because of my interactions with the support team (so much so that I've made a TrustPilot account just to leave this review!)
My jersey turned out to have a manufacturing fault, as after a few weeks of use, the pocket linings ripped under normal use. After reaching out to the support team and Mount Kiwi to report the issue they quickly organised a paid return for my existing jersey and a courier delivered replacement - despite being outside of the normal returns period.
This level of customer service is something I rarely see, and simply elevates Mount Kiwi to a rare kind of company that offers both a beautiful product and a genuine care for their customers.
Big shout out to Lianne for her lightning fast response times, kindness and genuine care for my situation.
Keep up the good work Mount Kiwi! I'll be back to buy more of your amazing clothing.
10 août 2026
Avis spontané
Réponse de mountkiwi.co.nz
Thanks Kyle, we really appreciate you taking the time to set up a Trustpilot account just to leave this review. It’s great to hear the Station made such a strong first impression, but even more important to us is that when something wasn’t right, Lianne and the team were able to get it sorted quickly and properly. We’ll make sure Lianne sees your comments too. Thanks again for the support, and we look forward to having you back!
Excellent jackets
Excellent jackets, well made, warm, stylish and functional. Perfect fit! We love our Mount Kiwi jackets. My husband got a 2XL and I got a Medium. They arrived fast after ordering via NZ and then Aust post. I would highly recommend if you are thinking of a hand made winter jacket.
9 août 2026
Avis spontané
Réponse de mountkiwi.co.nz
We’re so happy to hear that you and your husband are both loving your jackets, and especially that the fit was perfect for you both. That’s always so nice to hear.
It’s also great to know they arrived quickly and safely in Australia.
Thank you again for choosing Mount Kiwi, and for taking the time to leave such a generous recommendation. We really appreciate your support and hope you both enjoy wearing your jackets for many winters to come.
Warmest regards,
The Mount Kiwi Team
Great company to deal with
Brought slippers from Mount Kiwi for my husband. He loves the quality and has owned fine before.
Unfortunately they had a sewing defect but the company was amazing to deal with and replaced them quickly, without any issues.
Happily recommend this company.
26 juillet 2026
Avis spontané
Réponse de mountkiwi.co.nz
Hi Collette!
We’re really pleased your husband loves his slippers, and we’re especially grateful for your kind words about how the issue was handled. While we never like hearing that something has slipped through with a fault, we do want to make sure it’s put right quickly and with as little inconvenience as possible.
Thank you again for your understanding, your recommendation, and for choosing Mount Kiwi. We hope your husband gets plenty of cosy wear from his new pair.
Warm regards,
The Mount Kiwi Team
Great experience
I cannot recommend this company highly enough! The communication from the team was absolutely lovely, friendly, and very helpful from start to finish. When my favourite hoodie needed some repairs, they took care of it for free and even covered the shipping costs both ways. It is so rare to find a brand that genuinely stands behind their product and takes such amazing care of their customers. Thank you so much for going above and beyond!
1 juillet 2026
Avis spontané
Réponse de mountkiwi.co.nz
Hi Camus,
We’re really pleased to hear you were happy with the way everything was handled from start to finish. When a customer contacts us with an issue, we always want the process to be straightforward, helpful and as hassle-free as possible, so it’s great to know that was your experience.
We were very happy to arrange the repair and cover both ways of shipping, and we’re pleased we could get your hoodie sorted and back to you.
Thanks again for taking the time to recommend Mount Kiwi so highly. We really appreciate your support.
Warm regards,
The Mount Kiwi Team
Im not sure about the negative reviews…
Im not sure about the negative reviews . I ordered a large woolen jacket , i had to exchange it for an extra large . The guys at Mount kiwi kept an XL aside ready for my exchange , they are very well made not cheap as someone said on here , the shipping is a bit expensive but this isnt the companies fault , i did have to pay to ship it the first time , ship it back and pay to ship the exchange out but in saying that , it was still worth the price , very good product and couldnt fault the team . Would highly recommend these Jackets . Happy Customer .
13 juillet 2026
Avis spontané
Réponse de mountkiwi.co.nz
Hi John,
Thank you very much for taking the time to leave such a thoughtful review. We really appreciate your understanding around the international shipping costs and are pleased we could put the XL aside for you while your original jacket was being returned.
Most importantly, we’re delighted to hear you’re happy with the quality of your jacket and feel it was worth it.
Thanks again for your recommendation, John. We hope you get many years of wear from it.
Kind regards,
The Mount Kiwi Team
Cheaply made, expensive to return
Cheaply made, poorly fitting itchy wool jumpers. Return shipping is horrendously expensive $60!! and they don't tell you either that the return address is a rural one AND that there is apparently a $10 restocking fee! I didn't even get the free beanie advertised. I'd rather shop hand knitted local than do this again. It's a pain having to order things to try them when there's no physical store or any other stockists.
Update. Just got an aggressive phone call grilling me for details after clearly reading this review. Horrible people to deal with!
2nd update. 13 days after they received my return, there's no notice of any refund. I've also been blocked on Facebook and Instagram. These people are really quite awful and immature. Look at the long, overly detailed responses to negative feedback. Geez, companies get negative feedback. People don't need a rude, defensive essay back
25 juin 2026
Avis spontané
Réponse de mountkiwi.co.nz
Thank you for your feedback. As your review has been updated several times & raises a number of points, we would like to respond clearly.
You described the garments as “cheaply made”. Prior to this review, we had received no correspondence from you advising of any fault, defect, or quality concern. When a customer raises a quality concern, we need to establish whether the item is faulty, because we provide free return shipping or collection for faulty items.
This is why we contacted you at the phone number provided. We do not “grill” customers returning full-price items for change-of-mind reasons. No reason is required. However, if a product is described as “cheaply made”, it is reasonable for us to ask whether there was a fault on delivery, as this determines whether we cover return shipping.
You also described the garments as “poorly fitting”. Our records show the size ordered was dispatched. We understand fit can be difficult online, which is why we provide size guides and garment measurements. Although NZ retailers are not required under the Consumer Guarantees Act 1993 to offer change-of-mind refunds, we choose to do so for eligible full-price purchases for the express reason customers cannot try items on before buying.
Regarding return shipping, we agree shipping within NZ is expensive. We were pleased to provide you with free shipping on your purchase. However, our Returns Policy states return shipping for change-of-mind returns is the customer’s responsibility unless the item is faulty, incorrect, or not as described. We have no control over NZ Post’s or any carrier’s charges. We asked what NZ Post had quoted because, if the parcel had not yet been sent, we may have been able to provide you with a more cost-effective return option.
Our rural delivery return address is stated on our website, in our Returns Policy, and on the returns form included with each order. The $10 restocking fee is also disclosed before purchase and again on the returns form.
You also stated you didn't receive the advertised free beanie. We ask customers on our website & returns form to please contact us immediately if any item is incorrect, faulty, or missing, so we can resolve this promptly. Prior to this review, we had received no message advising that a beanie was missing. Had we been contacted, we would have dispatched one immediately.
You have said you would rather shop hand-knitted and local. We appreciate this and encourage customers to shop in whatever way best suits their needs and preferences.
We are sorry you felt the phone call was aggressive. That was not our intention. The purpose was to clarify whether there was a fault, whether the return had already been sent, and whether we could assist. However, when the conversation became unproductive and disrespectful toward our staff, we advised the call needed to be ended.
Regarding social media, our pages are moderated for abusive language and swearing. People choosing to communicate this way will be blocked. Customer service remains available by email and phone for order, return, refund & missing-item matters.
You stated we received your return 13 days ago. We invited you to provide return tracking confirming this, but no tracking confirming that date has yet been provided. However, NZ Post tracking number 00894210392746347632 for your order shows that 13 days ago, you had not yet received your purchase, so your return could not have already been delivered back to our warehouse.
Our records show your return was scanned into our warehouse by NZ Post on Wednesday, 1 July. At the time of this response, that was 5 days ago, not 13. Returns are processed within 4 business days, and your return is scheduled for today or tomorrow.
We remain happy to assist with change-of-mind refunds, product concerns, missing items, returns, exchanges & refunds. Where a review contains claims requiring clarification, we believe it is fair to respond with the relevant facts, regardless of length.
Make sure you know your size. No returns otherwise
Before I get into the negative, I have no real issues with their products. They seem to be well made and look good.
The issue I have is to do with their rigid no returns policy during a sale.
We purchased 3 items over $500 with one item being too small and also the style didn't suit my wife. So I kindly asked them for an exchange, offering to pay the non-sale difference and shipping costs.
What we got back was an unprovoked passive aggressive response stating their Terms & Conditions, returns policy and that we should've paid more attention to their sizing charts.
We gave them a second chance and asked them nicely (while questioning their rigid policy) and again offered to pay the full price difference and shipping cost.
Two minutes after sending my email we get the following response:
"Again, we do understand it can be disappointing when an item purchased during a sale is not quite right. However, our position on sale items remains unchanged."
They didn't respect me enough to even read my email before responding.
I assume most people can understand a no returns policy for "fast fashion" brands that need to offload stock for next season or trend, but what's the reason for this policy. It's still available for sale now and probably into the future.
At least the "fast fashion" brands don't want to lose you as a customer and most would likely do something if they want your repeat business.
Mount Kiwi appear to happy with easy one off customers, like a guilable tourist buying into their hollow marketing hype.
You've been warned.
25 juin 2026
Avis spontané
Réponse de mountkiwi.co.nz
We were threatened with a 1-star review unless we disregarded the same sale terms honoured by more than 1,200 other customers during our 24-hour sale and changed our returns policy for this purchase.
Our email correspondence shows that every response from Mount Kiwi was professional, polite and prompt. Despite this, we received repeated demands for the policy to be changed, a deadline by which those demands were to be met, and threats of escalation and a 1-star review. We do not consider that an appropriate way to pressure a business into making an individual exception.
This was not a faulty or incorrect item, but a change-of-mind return request on a 'final-sale' purchase. The return conditions were clearly stated before purchase across our website, product pages, Returns Policy and invoice.
This is not a case of needing to be “warned” about our policy. It is a case of agreeing to clearly stated sale terms at the time of purchase, then expecting them to be changed afterwards. We do not believe it would be fair, ethical or respectful to our other 1,200+ customers who purchased during the sale & honoured those same terms to do so.
I received my woollen jacket yesterday…
I received my woollen jacket yesterday and I'm so impressed overall. The quality of the jacket is fabulous and will keep me warm on any temperature. I'm also impressed with the communication I've had with Mount Kiwi and with the very speedy delivery time - less than a week from ordering to delivery at home in rural Queensland, Australia. Thanks Mount Kiwi!
22 juin 2026
Avis spontané
Réponse de mountkiwi.co.nz
Hi Amanda,
Thank you very much for taking the time to leave a review. It’s great to hear you’re impressed with the quality of your jacket, our communication and the delivery time. Less than a week to rural Queensland is an excellent result.
We hope your jacket keeps you warm and gets plenty of wear for many years to come!
Kind regards,
The Mount Kiwi Team
Brought my jacket a wee while ago now
Brought my jacket a wee while ago now. It still looks great and still feels like I'm putting on a hug. Absolutely cracker product, the free beanie is toasty and comfy. 100% recommend
19 juin 2025
Avis spontané
Réponse de mountkiwi.co.nz
Hi Veronica,
Thank you very much for your review. It’s great to hear your jacket is still looking good and feels like “putting on a hug” — we love that description! :-)
We’re also pleased the free beanie has been keeping you warm. Thanks again for your recommendation. Super appreciated!
Kind regards,
The Mount Kiwi Team
I bought a Waiouru Ranger jacket for my…
I bought a Waiouru Ranger jacket for my husband's birthday recently. He absolutely loves the warmth, quality and feel! Such a worthwhile investment. :)
It was great to deal with people who gladly answered questions for me. Great service and product, prompt delivery and no hassles. Very happy
11 mai 2026
Avis spontané
Réponse de mountkiwi.co.nz
Hi Leanne,
What a great birthday present for your husband. The Waiouru Ranger is made to be warm, comfortable and hard-wearing, so it’s good to know he is enjoying all three :-)
We’re also glad we could help with your questions and make the ordering process straightforward. We hope he gets plenty of wear from his jacket for many years to come.
Kind regards,
The Mount Kiwi Team
Mount Kiwi slippers.
I got the Mount Kiwi slippers.
The slippers are alright and relatively comfortable for the first 3 days. but the souls are quite thin.
I get slippers to walk around the house in winter and it still feels like you’re walking on the cold hardwood floor. Then the slippers packed out a little bit so I added the extra insole which made them a little bit more comfortable. But the insole is thin and slides around and bunches up because it’s not thick enough
I contacted Mount Kiwi with this feedback and asked if I could get another set of insoles that I could sow two together to make them a bit thicker, so that they didn’t bunch up. I offered to pay for them. I already spent $150 on slippers for what it’s worth, to pay for a few extra insoles to make them comfortable enough that I want to wear them for a few years I was happy to pay at that point.
They replied and said no sorry we can’t send you any insoles, if you want and you still meet return quality and time limit you can return them.
For me the slippers are okay but for $150, I don’t think I would buy them again but with customer service like that you will never see me shop at that company again.
22 mai 2026
Avis spontané
Réponse de mountkiwi.co.nz
Hi Anthony,
We’re sorry to read this review, particularly as it doesn’t quite reflect the feedback you originally gave us or the correspondence that followed.
Your first message to us began, “Thank you for getting me these wonderful slippers. They are super comfy.” Your only concern at that stage was that the additional insole was bunching up while you wore them. You later suggested that we send you several more pairs of insoles so that you could sew them together in the hope of creating a thicker footbed that wouldn’t move around. You also offered to try crafting a better slipper yourself and said you might share your method with us.
Unfortunately, as we explained at the time, we simply do not have spare insoles available. Each pair of slippers comes with one additional pair, and we don’t hold further pairs separately that we can send or sell.
Because we couldn’t provide what you were asking for, we advised that if the slippers ultimately weren’t right for you, you were welcome to return them for a refund, subject to our normal return conditions. To date, they haven’t been returned.
We’re therefore a little surprised by the suggestion that our customer service means you would never shop with us again. We responded to your messages, explained the limitation honestly, and offered you the option of a refund rather than expecting you to keep a product you weren’t completely happy with.
We’re sorry, Anthony, that we couldn’t supply the additional insoles you wanted, but we simply can’t provide — free of charge or otherwise — something we don’t have.
Kind regards,
The Mount Kiwi Team
I purchased a multi coloured weekender…
I purchased a multi coloured weekender Jersey shortly before I returned to Australia. The team at Mount Kiwi went over and above to ensure that I received it in NZ before I left. The weather in Victoria has turned cold and my weekender jersey is my staple go to garment so far this winter. I receive so many compliments when I am wearing it. With just a tee shirt underneath, it is warm and cosy. The arms are quite long but that's fine because I roll them once and then roll them down to keep my hands warm. I have not found the wool to be scratchy or uncomfortable and would happily purchase another colour next time I am in NZ.
Thanks Mount Kiwi for a great jersey
21 avril 2026
Avis spontané
Réponse de mountkiwi.co.nz
Hi Kaye,
Thank you so much for this — we really enjoyed reading your review.
It was an absolute pleasure helping you before you headed back to Australia, and we’re so happy your Weekender has found a good home with you.
Reviews like yours are such a boost for our little team, especially when they come from someone who is clearly getting so much enjoyment from wearing what we make.
Thank you again, Kaye. We really appreciate your support, and we hope we get to welcome you back to Mount Kiwi next time you’re in New Zealand.
Warmest regards,
The Mount Kiwi Team
Lovely products and personal service
Great customer service from people who clearly care that their products are a perfect fit. The jumper, beanie and socks arrived today and are amazing. The only disappointing thing is that it was too warm to wear them today!
27 mai 2026
Avis spontané
Réponse de mountkiwi.co.nz
Thank you so much — we’re very happy to hear everything arrived and that you’re pleased with your order.
We do put a lot of care into helping customers get the right fit, so it’s especially nice to have that recognised.
As for the weather, we may have to apologise for being slightly too efficient with the delivery! Hopefully there are plenty of colder days ahead to put everything to good use.
Thank you again for choosing Mount Kiwi.
Beautiful products
Beautiful products. Excellent customer service. I have ordered several now. The pure wool items are almost like home-made - I love that rustic look, especially for weekends. I’d buy more but I have bought everything from their range that I could possibly need! Highly recommended.
28 août 2025
Avis spontané
Réponse de mountkiwi.co.nz
Hi Debbie,
You sound as though you’ve very nearly completed the Mount Kiwi collection!
We really enjoyed your description of the wool pieces as having an almost home-made, rustic feel. That slightly imperfect, characterful look is part of what we love about working with natural wool and making garments that don’t feel overly polished or mass-produced.
The fact that you’ve come back and ordered from us several times is the best endorsement we could ask for.
Thanks, Debbie!
Warm regards,
The Mount Kiwi Team
Whole heartedly recommend both NZ Wool garments and caring company!
I have never purchased on line anything that comes with such personal caring for my needs and health related issues. I can whole heartedly recoomend this company. The beautiful jersey I purchased has made the world of difference to my ability to stay warm, as I suffer with Chronic pain. I trusted them with my personal needs. I have never felt so cared about as a customer and person. I am about to purchase my second Jersey it has made that much difference. Mine does not have lining - that was too heavy for my pain, so they sent me how heavy products were that I was interested in. How much more helpful and caring is this? I walked my dog in a 3 degree temperature with a cotton top and my Jersey on. No need for a jacket at all. First purchase I also recieved a beautiful beanie (NZ wool is the BEST why dont NZer's value it?) and the beanie is fully lined with such soft warm fleese.
Thanks Mount Kiwi for making it so easy to recommend your stunning garments and your warm genuine caring.
10 avril 2026
Avis spontané
Réponse de mountkiwi.co.nz
Hi Sue,
What a wonderful review to receive. Thank you.
We remember your emails and were very happy to spend a bit of extra time helping you work out which of our jerseys would be the most comfortable option for you. Sometimes the little details really matter, and in your case the weight of the garment was an important one.
We’re really pleased the jersey has worked out so well for you — and the fact you’re now coming back for another one says plenty!
Thank you for trusting us to help, Sue, and for such a generous recommendation. We’ll look forward to helping you choose number two.
Warm regards,
The Mount Kiwi Team
Speed of Delivery
I was so impressed with the quality of the jacket I ordered last winter - kept me as snug as a bug - I ordered another one on 14th March and received it today. Record time I'd say for an international delivery. Love the colour, thanks so much. Trying not to wish away what remains of summer/autumn so I can wear it.
14 mars 2026
Avis spontané
Réponse de mountkiwi.co.nz
Hi Erica,
We’re very late replying to this one — but by now winter is well and truly here, so we hope that second jacket has had plenty of outings!
Thank you for coming back to Mount Kiwi for another one. A repeat purchase like that is always a great compliment, and we’re so pleased the colour was a hit too.
We also love that it made its way to you so quickly in Australia.
Thanks again, Erica — we hope both jackets are earning their keep this winter.
Warm regards,
The Mount Kiwi Team
Treated with arrogant contempt.
Ordered a lot of stuff (zip-up jackets and socks) to a very high value but after waiting three days for an email of shipment I sent them an email saying that if they'd falsely claimed the items were in stock, but were not, to please refund me within 24 hours or I'd do a chargeback. A bit harsh maybe, or overly pre-emptive, but as they were advertising on facebook, where "100% premium cotton" and you get a piece of nylon trash from china is quite the norm, one might think they'd be sensitive to customers suspecting just another scam. The email I got in reply was arrogant and rude beyond belief. Zero professionalism or regard for a customer's anxiety when all that was needed was a little humility and 'oil on troubled waters'. So, avoid this company is my advice. Their utter contempt towards this customer was absolutely disgusting and without excuse.
In reply to the reply. No "accusations" were made, at all. It was "if". And if you'd replied to the "if" with a simple reassurance none of this would have been necessary. Instead, you decided to read "if" as an "accusation" (I have no idea why).
The stuff about china was explaining why customers in general are now so leery of underhand selling practices ("it's in stock!" No it ain't) or outright scams ("100% heavy cotton!", cheap nylon trash turns up). Facebook is absolutely crawling with it. But apparently you never got the memo.
17 janvier 2026
Avis spontané
Réponse de mountkiwi.co.nz
The customer's order was never dispatched, as we chose to cancel & refund it instead due to the customer's threats of a chargeback...before the order had even been processed. This threat arose from the customer placing an order on a Thursday and, by Saturday, only one business day had elapsed, despite both our order confirmation and Shipping page clearly advising dispatch within three business days. Nothing was out of stock, nothing had been falsely advertised, and both parcels had already been packed and labelled by Friday, ready for Monday’s courier collection.
Rather than simply asking for an update, the first email we received suggested we may be selling stock we did not have, claimed we were holding the payment indefinitely, and demanded a refund within 24 hours under threat of a chargeback. Comparisons were also made to Facebook scams, “nylon trash from China” and dishonest online sellers — none of which had any relevance to Mount Kiwi.
We completely refute any suggestion that the customer was treated with “arrogant contempt”. Our response was explanatory and professional. If anything, Mount Kiwi was prejudged from the outset as potentially dishonest or operating in the same manner as online scammers, despite there being no delay, no stock issue and no failure whatsoever on our part.
Given the nature of that initial correspondence and the threat of a chargeback when no service failure had occurred, we chose to cancel the orders, issue full refunds and decline future orders.
We appreciate that online shopping requires trust. We also believe trust and respectful communication need to work both ways.
L’expérience Trustpilot
Tout le monde peut écrire un avis Trustpilot. Les auteurs d'avis peuvent les modifier ou les supprimer à tout moment et les avis sont affichés tant que les comptes utilisateurs respectifs sont actifs.
Nous avons des personnes dédiées et des technologies intelligentes pour nous aider à protéger notre plateforme. Découvrez comment nous combattons les faux avis.
En savoir plus sur le parcours des avis sur Trustpilot.
La vérification permet de s'assurer que des personnes réelles écrivent les avis que vous lisez sur Trustpilot.
Offrir des incitatifs en échange d'avis ou demander des avis de manière sélective peut fausser le TrustScore, ce qui va à l'encontre de nos conditions d'utilisation.