Mocka are offering reviewers a chance to win a $200 Mocka Gift Card. Reviews can be both positive and negative. The winner will be randomly drawn, as long as their public review has been posted between June 24, 2019, and December 31st, 2019. Previous incentives include a randomly drawn $200 Mocka Gift Card for reviews posted between July 20th, 2018 and the October 31st. 2018.
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Terrible courier company
Mocka is a fantastic website! Although XL Express are hopeless. Their ‘tracking’ is basically non-existent. Doesn’t actually give you any useful information.
I got a call to organise a delivery day.
Didn’t get told a time frame. Called courier company at 1pm on expected day of delivery to see if they could give me a rough estimate and I was told “this afternoon, so between now and a little bit later”...... wow so helpful.
Would rather pay a bit more for postage to get better service! Is a shame for Mocka to associate themselves with a company with such poor reviews from both customers and staff.
All my orders have been of high quality. Christmas presents- bike, isle, kitchen, shopping trolley. As they came so good I proceeded to order my daughters new room furniture from there. Unfortunately one of the rugs I ordered looked nothing like it did online so I wanted to return and buy a new one(not a complaint as all my other furniture was amazing). When I emailed to express my concern how hard it was for me get a delivery company that would return my rug from WA they just said they couldn’t help me and to look at my local delivery services...like aus post. Well they won’t take anything over 120cm and my rug was 160cm and I was too scared to fold it as the refund policy said it has to be in the exact packaging and condition. It took honestly 5 emails and 2 weeks for someone to FINALLY tell me a delivery company I could book through that would except my rug return. How hard was it for someone to tell me one to book through? And help a customer. I have never returned anything in my life so needed help. No customer service when it comes to returns and I will not be ordering from there again because of this. Very quick to take peoples money but no help if you want to return something. I was going to purchase another rug from there too but sourced one elsewhere because of customer service.
Still waiting on my order
Pretty much the same as all the other bad reviews, still waiting on order. The ETA on the (terrible!) tracking provided by the courier company said that is should have been delivered two days ago, this date has now been removed and left blank with no word on its arrival. I am still waiting on a reply from Mocka as to where it is, emailed them three days ago, no number to call! Although judging by other reviews it will be a nightmare to get an answer from them anyways. Will never use them again!
Hardly any customer service and delivery is terrible
I placed an order for my daughters new big girl bed for her birthday on the 17th of jan, I received notification on the 20th of Jan that my item was on its way. Today is the 6th of feb and after emailing 2 days ago I finally get an email blaming the courier company and saying if I haven’t received my item by the 12th of feb to contact them again (only by email because no contact number of course) every other store I ordered from on the same day to complete her room delivered my items within 4 business days, including 1 order from America that a...rrived a few days after that. now reading other reviews of lost items I’m wondering if that’s the case with mine. If I could cancel my order and buy from somewhere else I would because this as ruined my daughters birthday surprise. Disappointed in the lack and delay of good customer service. Will never buy from them again.
Poor delivery/courier service
Terrible choice of courier. They can only deliver during the week and give you a timeframe of the entire day. Not realistic for those who work Monday - Friday jobs. No flexibility at all. Wouldn’t order again unless I knew there were changes to the courier service they use. Would prefer to pay a higher delivery fee for a more flexible service.
- Verified customer
Worst purchase ever. Very bad workmanship
Worst purchase ever, would not leave a star if I can. These are my thoughts after buying the Nava 6 Drawer
1. purchased on 7 Jan. on the confirmation email, it was mentioned that there would be a delay due to high volume but after waiting for many days it sounded more like the item was left behind at the warehouse as the tracking details had no traction/movement for 6 days. this is after mentioning that the item's tracking details would be updated in 24 hours
2. worst part of purchase is the after spending 3-4 hours assembling the product, the ...
Great for flat pack furniture and the price you pay
Took about 14 days to get the items. But it did only cost me $39 postage for 6 items Fyi it does take time to put together and helps to have a spare pair of hands and drill . All furniture arrived undamaged coming from Qld to rural NSW . ( one of my mirrors came cracked but Mocka offered refund or replacement free of charge ) . Daughter loved her new room pics of 2 of the 5 items we got .
My item arrived very damaged and Mocka customer service are not doing anything about returning and replacing.
Items take so long time to get to you more than other online shops do. I have purchased a few things , the quality is very low quality laminated furniture its not proper wood looks like its made in china CHEAP !!, easy to mark fragile looking. It wont last for years to come like more expensive furniture does. You get what you pay for. I have received my item today and it arrived very damaged after waiting so long to receive it. I have emailed numerous times and automatic email comes back to me telling me that it could take up to 72 hours for...them to respond to me ??, than i resulted to Facebook message and they message me back saying someone will be in touch soon sounded like they didn't care. Company's who deals through emails and no contact number i always find suspicious to only to avoiding dealing with there customers over the phone . All companies have a contact number , but no Mocka don't !! terrible customer service. I would like my complaint dealt with please and the delivery guys either throw the parcels around on delivery or you have not packed item properly. Maybe putting handle with care fragile sticker might help. I really hope i don't have to wait another 2 weeks to be heard Mocka. . Order NUMBER 400060686
- Verified customer
Should not be using the delivery partner they use. Disappointing service and lack of empathy
I have always been really fond of Mocka and have been buying from them for about 5 years with no complaints about the quality of goods. You only have to look at the last two months of review to see how their customer service is now lacking especially after ordering.
I have had the worst customer and delivery service the last few days. I contacted Mocka before two of my orders for a new house were despatched in Brisbane during an unexpected lockdown. The initial contact was on Friday afternoon.
Mocka didn’t get back to me until the day they...were despatched to their delivery partner’s depot. So I tried to organise that the items to stay at a depot while we organised return or redelivery to another address as I could no longer move to the address during the Brisbane lockdown. They said they could not assist after despatch even though I could not be at the new house as it would no longer be our residence and could not accept parcels. I didn’t even get the tracking link until a couple of hours before the end delivery. I also stated that I no longer authorised delivery or leaving goods which may have been the case at the time the order was placed. Mocka could have assisted due to the extreme circumstances.
Poor customer service, missing product
It’s been a month since my original order and it is lost. Continuously Prompted Mocka with poor customer service. Eventually they agreed the item had been lost and a replacement sent. I still haven’t received tracking info or an update as to when the new item will arrive.
After getting sent the wrong order I received an easel instead of my teething rails I emailed customer service and they were right onto it and got my teething rails sent out super quickly I even got to keep the easel
Excellent customer service skills!
Teething rails were easy to apply and are saving my cot!
Do not waste your hard earned money.
Do yourself a favour and buy elsewhere. We bought our beds just over a year ago. Now they are broken. These guys blamed our kids (under 4 yrs of age). They weigh 10-15 kilos and are only in half of the night before they’re in ours! I should have known with the warranty, which at only 12 months tells you all you need to know about the quality, or lack of, and their belief in their own products. I hate leaving bad reviews, but these guys were not interested once they had our money and suck at customer service. Go to your furniture store where you’ll get a 2-5 year warranty.
Poor quality and poor service
I'm really disappointed with my recent purchases from Mocka, a company that I've previously made many purchases from. I ordered two chairs and a bookcase in November and it took over 3 weeks for the items to arrive when they stated 4-6 Business Days. I only got the items because I chased them up and discovered that the courier they use had them just sitting around in their warehouse. The packages arrived horribly torn and crushed. The courier didn't even ring the doorbell. About 3/4 of all the parts were damaged. I have contacted Mocka who have...advised they will send replacement parts/components but now I have to wait probably another 3 weeks for those to arrive. They also told me I need to dispose of the damaged parts which means I WILL HAVE TO PAY to take them to the refuse station. This doesn't seem right that I'm now going to be out of pocket from having ordered their furniture. I won't order from them again now.
Definitely worth it. Cheap and good.
I was very sceptical of this when purchasing as it seemed too cheap to be true. But it turned out to be a "too good to be true" item that actually was. Definitely recommend this cabinet and mocka also.
Items never arrive
Ordered items in early November, told it will be 6-8 days maximum to arrive from Brisbane to Sydney. Now we are well into December and still no items. Delivery company has no idea where the items are. It looks unlikely that they will ever arrive. It also cost almost $20 for shipping yet there is no tracking or any accountability.
Questions & Answers
Where is mocka manufactured, what country?
Hi There. In terms of our manufacturing partners, this would depend on the particular product. We know them all very well, we have worked together for many years and we have clear alignment in terms of the importance of our respective teams. Additionally we take all reasonable steps to ensure we are using materials (specifically timber) sourced from sustainable forests. In particular, we use New Zealand pine and sustainable European timbers as far as possible. For more information please contact our customer service team on email@example.com
Hi there, the items are designed in Australia but manufactured offshore. Mocka Customer Service.
It's not the best start when there's no contact number to talk to someone. I want to buy the Mocka essentials tv unit as toy storage for my 2 kids in our living room. I'm looking for cost effective but decent quality so the reviews have me nervous. Could anyone tell me if it'll hold up to being the centre point of our living room and a good holding piece for toys? Thanks in advance.
I would take this stuff if it was for free. I had to go to Bunnings and practically rebuild my change table and the bed was the same. Dodgy rubbish.
Hi there, we are available via email on hello@Mocka.com.au, chat and social media to answer any specific questions you may have about any of our ranges :)
How do i return a product,if i havent got the aridgnal packing????.
Many thanks for your message.
Please contact our Customer Service Team at firstname.lastname@example.org and they can assist further.
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