Careful when purchasing online – Careful when you purchase online. I have purchased the lucky dip and it mentioned on the website that SOME of the colours could have been duplicated (which I was happy with). I received 5 tights ALL white. Almost all white socks. Not as advertised.
Appalling customer service!! Nice stockings – The items I received were good quality but there was an issue with the selection. Absolute nightmare trying to resolve and I gave up as it was not worth my time or energy. I dealt with Anna who was so rude, passive aggressive and unwilling to provide any satisfactory resolution after the sale. I’ve bought from them many times before but after this encounter never again!!!! Anna if you read this, do better!! Work on yourself.
Reviews with attachments
Sent me the wrong product wont rectify – Terrible customer service the website had a flaw and showed I had selected the type of sunglasses I wanted but the wrong pair turned up, even after sending screenshots this company wont replace with the correct ones. I would not purchase again because of this. Absolutely disgusted with this brands lack of responsibility for an issue which was… Read more
their own. The website since I ordered has been updated also so ordering the correct pair is easier. But still no responsibility as to why it showed i have chosen a pair and got the wrong ones Even after sending photo evidence of the website having this issue Nothing
Sent me the wrong color for 2 items and won't exchange it – Bought 2 items, they sent me cream instead of dusty rose - pic enclosed which I sent to them. Have waited WEEKS for a response to emails. They emailed back saying they 'don't do exchanges/refunds on Sale items.' And yes I agree in normal circumstances but in this instance they themselves sent me the wrong color! Their customer service is really… Read more
the worst. Whilst they have nice products, you're really taking a gamble when you order if and when you get the product, and if you get the right product. I will certainly be requesting a credit card chargeback to get my money back via the bank!
Terrible customer service – I ordered different items during their Black Friday sales and received 4 of the same colour item. They refused to exchange as they were 'sale' items even though I offered to cover the postage. They replied to one email with and generic response and then just stopped responding. I wont shop with them again.
Disgusting customer service - reported to ACC – First order - arrived quickly but the sizing and quality was all over the place. There were pulls all over the back of one item and the others were really odd sizing - the knitted onesie was TINY, more like a size 00 as opposed to a size 1/2 YR. the henley style onesie was awful quality, what you’d expect from a Chinese knockoff on eBay. I sent… Read more
that entire order back.
After two weeks I finally received store credit even though I stated I wanted a full refund as the products were faulty and horrible quality.
Mind you, the store credit didn’t include the first lot of postage I paid or the return postage I paid - so I’m out $20 in postage - $30 if you include the second order I placed
No response to the 10+ attempts at contacting them.
So I cut my loses and placed a new order. New order was placed, they marked it as shipped but it hadn’t actually been posted and it wasn’t posted until I sent them an email asking why it still said “pending” dispute having been marked as posted over a week ago. It magically was posted a few hours after that BUT one of the items I ordered was now out of stock because they didn’t send my order when they said they did - so they sent me a refund, in the form of store credit.
No email, no apology, nothing. If they had emailed me I would’ve cancelled the whole order and placed a new one since I was using up store credit.
I tried again to contact them regarding it - no response - on any platform. I am absolutely disgusted by their extreme lack of customer service.
I now have $33 store credit which is useless because I am not willing to pay for a 4th lot of postage, nor am I willing to deal with the awful company again.
So I reported them to the ACC because this isn’t acceptable. At all.
Positive reviews
Fast shipment, high quality products – Beautiful store with high quality products that are so difficult to find these days. I ordered 2 cotton dresses and socks for my girls and they love them. Great customer service and very fast shipment. Ordered on Friday and received on Monday. Thank you to all the team! Highly recommended.
Cannot fault the service or item! – After reading some of the reviews, I was hesitant to order. Honestly, I cannot fault the service received and the dress I purchased is stunning! I ordered on Monday evening and received my item today (Friday). Thank you so much.
LOVE ALL MY ORDERS SO FAR – Ma Mer have wonderful and beautiful baby clothes, i have spent over $400 for my grand baby and love all of her Ma Mer outfits. Thank you and will be back!
Negative reviews
Horrendous Service – This company is very suspicious. The send wrong items, then make customers wait up to months for outstanding items, then refunds bounce as they have insufficient funds, several different trading names and the most unprofessional ‘customer service’ you can ever imagine. They block you on social media if you dare to ask for a response/resolution &… Read more
then [Name Removed] became quite disturbing with an ‘I know where you live’ style email. Using customers personal details to try to intimidate them when they called out on their horrendous service. You couldn’t make it up. I was one email away from notifying the police. Avoid buying online from this company unless you want a whole lot of aggravation.
Unfulfilled order but offered a replacement – I ordered a dress in the Black Friday sale but was advised it had sold out and was offered a different dress in a similar colour
Worst company I have ever dealt with – Wish I had checked these reviews before purchasing!!! Our story is pretty much the same as everyone else here: - Ordered a Single Rattan bed for my daughter, (paid close to $700 including courier) - Received wrong item - a King Single bed that was unsealed, had loose rattan binding, splinters, and even a few rusty staples ??? WOW. - When brought… Read more
to their attention I was told I got what I had ordered? Really though? Because all my receipts stated SINGLE bed… - Company lied, said dimensions were on website. Then deleted website listing to cover tracks - I had already taken a screen capture of the listing showing no dimensions but even when I emailed it through they still refused to admit they had sent the wrong thing. - I paid $65 for original courier but they wanted to charge $163.90 plus $55 warehouse handling fee to return item - that they had sent incorrectly - lol, hilarious… - Called ACCC, was referred to Fair Trading. After two months of storing their inferior product & a ridiculous amount of emails sent back & forth (there’s no phone number to contact them on) and with the help of Fair Trade I managed to get most of my money back (almost went to an NCAT hearing). I lost $65 but so glad to be done with this company. - Like so many other reviews state, we found that this company is so quick to lie & cover their tracks. They sent out wrong item with no responsibility. Rude, dismissive customer service - I actually couldn’t believe how deceitful they were. Trading under several different business names, I had business names: MK Concept Designs, Ma Mer, and Small Store across different receipts, and 3 different ABN’s - even Fair Trade couldn’t figure out which ABN to lodge a complaint with! - Fair Trade did advise that although there are over 100 negative reviews here there were only two cases that had been brought to their attention. They advised that if everyone here brought it to Fair Trade they would have more of a history for the company. - My advice to anyone here is: Know your rights. Take screen captures. Take it to Fair Trade and be willing to go as far as NCAT. I will never purchase from Ma Mer aka Small Store aka MK Concept Designs again and I’ve made sure that I told all my friends who have kids about my experience with them.
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Recent reviews
LOVE MA MER! – I'm really shocked reading other negative reviews because I have always loved everything from Ma Mer. I recently put through a $200+ order and received my items quite quickly. All items of clothing were beautiful quality too. I wouldn't hesitate to order from them again. I love their products.
Very rude and dishonest customer service – Wow after I told her she send me the wrong colour and to give me a refund she become abusive and even took it very personal, just very dishonest
Customer service is terrible and no responsibility – I have ordered online from MaMer (Small store) and they send me one wrong item. I been sending a lot of emails and instagrams but still no reply no responsibility. Terrible communication worse customer service. Will never buy from again!
Worst Worst Customer service ever – I bought three products online, two dresses and one jumper. Prior to the products being shipped, I requested size change for one of the products, and Anna - a staff looking after customer service - responded to me saying that she will update the order and deliver the right size jumper. When I received the parcel from Ma Mer (Small Store), I only… Read more
received two dresses without the jumper! I chased them up and requested for the jumper to be delivered. Anna responded me couple of times saying that she will follow this up and let me know, but never got back to me. As I received no updates from the store, I ended up requesting either a refund or the product to be sent asap, but as of today, still not hearing from the store. All these conversations have been done via email because they do not have phone contact details, and the shop is now ignoring my emails.. Worst Worst customer service, dishonest and irresponsible.
Items never shipped and no attempt to locate items. Worst customer service ever – I paid for three items for my daughters birthday. It was 'lodged with Australia Post' early April, however it never turned up. Tried on multiple occasions to contact Ma Mer to chase up items. No reply was ever made. Happy to take money, but not happy to work with you to locate items. Australia Post, who suggested that they were never really sent in the first place. I had to apply for a refund through my bank. Will never purchase again.
Won’t be buying from again – Shocking customer service. Wish I read the reviews before purchasing. Hopefully they up their customer service department as they have some nice good quality clothes.
Faulty products – Customer service is terrible. Products arrived with multiple stains on them which were faint and difficult to see until wearing and in bright light. Refusal to accept exchange as tags removed. Worn for maximum of 10 minutes until the stains were noted.
Non customer service – I have ordered things online and was delivered to me with missing items. I have since been sending numerous emails but with no reply. Simply forward a tracking no. Back to me.
Horrible experience, don't recommend – Items purchased not received. Tracking status shows that items were not even lodged for postage until nearly 2 weeks after the purchase date. Its been a month and still nothing. No reply to emails or messages on Facebook and after posting an enquiry on their Facebook page, they've now blocked me from commenting. Stay clear... Not worth the hassle
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If i could rate less than 1 i would – Customer service is non existent here. False advertising. No responsibility when they are were caught out. Verbally abused on social media after i asked for a reply to an email. Rude! Don't bother wasting your time when everythings purcahsed on wish and rebranded. don't buy the dusty pink!!! It's not pink and it's not dusty pink... its beige at… Read more
best.
The seller changed their website and its photos after my complaint. I had the screenshots to prove it. This person is a nut job!
Appalling non-existent customer service – ordered from small store/ma mar 23Feb2020 in time for my daughters birthday 14Mar2020. No correspondence besides the initial order confirmation, numerous emails were sent requesting shipping & tracking info to no avail. Lodged a PayPal dispute to which they responsed with shipping details (sent on that day) arrived 9Apr2020, obviously no longer… Read more
required and I am furious. I have requested refund and for them to collect their goods and they have emailed me their entire refund/returns policy giving me no specifics about my case and if they will in fact refund. I should not be out of pocket to ship back items i now no longer require after waiting 2 months and dealing with such headaches!!! 20Apr2020 Still waiting on a response from them.
Item didn’t arrive – I ordered on 23 Feb with express post. On their site it stated express orders are sent the following day. After 2 weeks and no parcel arriving I attempted to make contact. There was no phone number so I sent an email. There was no reply to my email, so I lodged a dispute with PayPal. The following day I received a text saying my order had been… Read more
sent. There was no tracking information provided so I emailed and asked for tracking. I received a reply saying ‘the order has been sent’. I replied that I had not received and could I have tracking details. I received a reply saying I would get them Monday as she was working from home that day. That was 16 days ago. I have since sent another email attempting to find out tracking details which received an automated reply. I will not buy again.
Very poor customer service – I have purchased twice from Ma Mer. I loved the products but wouldn’t buy from this company again due to poor customer experience. The first time my order took much longer than expected to arrive and even after querying I didn’t get a response. The second order was the incorrect product. A response on what to do took way too long as they only… Read more
answer emails one day a week as they are “busy”. Then I was simply told to check to website for what to do ( didn’t even bother to send me a link ).
It was such a don’t care attitude I decided to refund rather than be sent the correct product.
I also asked if they could email once my refund was processed - have never heard from them again.
Ma Met need to set up a support process and team to provide customers with a much better experience.
Fool me twice, shame on me – I've actually had issues with this company previously about incorrect sizes or colours sent so not sure why I was so surprised to find that in todays mail 2 out of 4 items that I ordered were not the correct dress. To build on my frustration, they have no phone number, which means ill have to wait numerous weeks for a reply to my email (as per… Read more
past experiences) to only then likely be told that what I originally ordered is out of stock as it was a sale item, and that I will have to wait 7 - 10 days for a refund which is in no way any sort of compensation for all the stuffing about Im going to have embark on. Have lost me as a customer for good now. Embarrassed that I gave them another go. For those that have had issues, if you paid by paypal i would lodge a complaint. It will also show you the owners personal email address and mobile phone number :-)
Appalling! – Received my order. I ordered the mystery box for 3-4 year old girl. I received a mystery box with clothes of mixed sizes and not any in the 3-4 age group for girls as requested. How appalling. These clothes will not fit my child, thus a waste of time and money. I emailed them over 3 weeks ago. No reply! No phone number to call. No communication… Read more
despite my emails.
Should have just gone on line and read reviews of this company earlier given the majority are terrible. To add the returns policy doesn't cover sale items. Well it should given as they have given me wrong sizes and the fault is not fault.
Do not buy from this company they are pathetic!
And note they have changed their name
Did not receive my order – Terrible communication no refund do not order anything from these people Say they were refunding my purchase but never did. Kept saying they sent it . No help at all to me
Appalling Customer Service – Terrible communication, take forever to get back to emails. Poorly run business with no Customer Sevice, Will never buy from again! Just sad I didn’t read the reviews before making my purchase.
Goods not sent, no refund given, no customer service – I have ordered from Ma Mer (now known as Small Store) numerous times in the past, however the last order I placed on 25 September 2019 took nearly 2 months to arrive in full and was received in a piecemeal fashion, with certain items arriving one week and others several weeks later. One item received (a Pontine dress) was not the size I ordered… Read more
and I was informed by a lady named Anna on 24 October that I should return the dress to them and they would send the correct size back to me. Since returning the dress (at my expense), I have emailed on 15 November, 25 November, 3 December, 8 December, 13 December and 19 December trying to find out where the replacement dress is or, if not sent, to request a refund. I have received two replies to my emails; the first from someone called "Marzena" simply said "I will look into this and get back to you asap" (but I received no further response from her), and the second said "Thank you for your email. My record [sic] indicate that the replacement has been posted have you received it please?" (when I replied to confirm I had not received it, I received no further response). I have now requested 3 times that they provide a telephone number so I can speak to someone to resolve the issue, but each time all I receive in reply to my emailed request is an auto-generated response full of excuses about how they are busy following their sales and pre-orders and not replying to emails. I have received zero customer service and no refund for the dress (plus postage) I had to return to the store due to their own error. Unfortunately, given their poor attitude towards customer service (my experience being consistent with the other reviews I have read below) and outright theft, I would not recommend shopping with Ma Mer.
They literally don't care! – Ordered from MaMer (small store) over 2 months ago. Have had partial shipments delivered. As usual and in my experience from other orders the babies/kids clothing sizes are so far off it's rediculous. So that was the same again this time. Should have learnt my lesson there. I have also been waiting over 2 months for 1 final big (expensive) item… Read more
to arrive (this was to be from "Santa" for my daughter's 1st xmas) but it hasn't come. 2 weeks ago after emailing several times I was told it was sent and should be here the next Tues. No tracking number or shipping confirmation provided so I was skeptical. Tues cam and went. 2 weeks has passed. Nothing. Constantly emailing them with very minimal and vague responses from there. Have asked for refund 3 times. This gets ignored. Any comments in social media immediately get removed. I'm at a loss. This company is disgusting! I feel sorry for their suppliers like Olli Ella etc as they are giving them all a bad name. Avoid at all costs. It's really not worth it!
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I lodged a dispute through paypal and started getting responses. they ended up sending me the… Read more