Mocha - Cheltenham (VIC)

5 /5 Jesse: I was after a gift for my partner. I walked in to the store and was greeted instantly! I looked around, I knew exactly what I wanted just had to find it. A young woman asked if I needed any help. She guided me to what I was after - unfortunately they didn’t have the style and colour in stock. The young woman who was a Christmas casual brought over her senior sales assistant and they both discussed with me different options from Choosing another style and colour in stock, to ordering the one I was after. Both of the women were very knowledgeable and friendly. They let me know how long delivery would be and I was on my way! Would definitely go back simply for the customer experience.

1 /5 Ashlee B: My Mum got a bag for her birthday & she used it for the first time while walking around Southland today. She was told that the bag will be repaired and they don’t do returns especially when the item is clearly faulty, they put it down to their policy.. not sure how a faulty product doesn’t qualify for a return? Based on other reviews below it seems to be a similar issue..

5 /5 Tahli H: The only reason this is getting a 5 star review is because one of the girls who work there is literally a life saver and amazing staff member! Before Covid lockdown initially happened I returned a bracelet that i received as a gift as it had been faulty as soon as I opened it. Regardless of lockdown it took a whole 4 months to get back to me as they had to send it off for assessment. Other staff members had promised to keep me updated and it never happened. Which is severely disappointing. I called multiple times just to check what was going on and if there was any progress. When it finally got back into the store I wasn’t able to come in due to unforeseen medical issues and one of the lovely staff members had offered to drop it off. Donna has a heart of gold and really went out of her way to make me feel like I’d shop there again. Thank you to her.

1 /5 Zelda O: Called store more than 6 times over 2 days to finally get an answer.. asked them to put a product on hold for exchange - she didnt mention the on she had in stock was the wrong style so it had to be ordered in after I drove nearly an hour out of my way to their store..

1 /5 Sue Milburn: Ive always loved the products at Mocha, but recently I had to return an item that was faulty, only to be told that the item would be sent to head office to "determine " whether it would be repaired or replaced! And the kicker.... 6 weeks wait! Consumer Affairs will have something to say about it!