CU
Cape Union Mart
Claimed Business
CU
Rated in:
Scores reflect the Overall AI Score for each category
AI Review Summary
Based on recent customer reviews, Cape Union Mart faces significant challenges across nearly every dimension of customer experience. While a handful of in-store interactions earn enthusiastic praise from customers who name specific helpful staff members, the overwhelming pattern describes broken online support channels, severely delayed deliveries, adversarial return processes, and frustrating digital platform experiences. The gap between the quality of in-store staff and the failures of head office systems is a recurring observation.
Top Strengths:
- •Customer Service & Support: A small number of in-store teams earn high praise, with customers naming specific staff like Xolani, Tshepo, Leon Naidoo, Wade, and James for going above and beyond. The Glen branch is highlighted for consistently warm treatment.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
TrustIndex
0
Ranking
#13
in Fashion & Clothing
NPS Score
-56
Recommended: Unlikely
Review Distribution
1.5|59 Reviews
May '25 - Apr '26
5(11.1%)
4(0%)
3(0%)
2(5.6%)
1(83.3%)
5(11.1%)
4(0%)
3(0%)
2(5.6%)
1(83.3%)
Recent reviews (59)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencemK
melanie K
1 reviews | Active since Jan 2020
16 Mar 2026, 10:46
Understanding T-shirt shrinking
I cannot get hold of anyone at your head offices to assist regarding a t shirt my hubby bought 2 weeks ago that’s shrunk ! All your jackets great , but we’ve never bought Tshirts from CAPE UNION , so rather shocked !
Helpful (0)
|Replies (0)mK
melanie K
1 reviews | Active since Jan 2020
16 Mar 2026, 10:46
Understanding T-shirt shrinking
I cannot get hold of anyone at your head offices to assist regarding a t shirt my hubby bought 2 weeks ago that’s shrunk ! All your jackets great , but we’ve never bought Tshirts from CAPE UNION , so rather shocked !
0
Replies (0)EB
Esmarie B
1 reviews | Active since Jan 2020
16 Mar 2026, 08:15
CAPE UNION MART FINANCIAL PARTNER RCS GROUP DEBIT BOGUS CHARGES ON CLEARED ACCOUNTS
I have paid off my account with Cape Union Mart and have not been buying on credit for the past 2 years. When I app**** for a home load this year I am being told that I have bad debt from unpaid account with Cape Union Mart collections company RCS Group. I immediately jumped on that as I know I have not been trading on this account so this must be some kind of mistake. As we all know these days everything is done verbally ( while being recorded for training purposes) so I asked them on email what is going on. Specifically this way so that I would have proof of my communication on this. So after they were trying to phone me number of times I insisted they communicate via e-mail. As it turns out when I did ask the consultant that I want to clear my account, meaning in laments terms that I want to pay all outstanding amounts and have the account lying dormant till i see the need to use it again. I was given an amount which I paid. This year when I wanted to apply for my home loan here i am being told that I have bad debt with Cape Union Mart. So following up it seems like me as a customer did not use the correct jargon terminology to ask for a Settlement Account so the consultant just gave me a Paid Up Amount. After my communication with them via e-mail again, because I do not have proof of what I asked for when they phone you told them that I have not traded on this account for 12+ months so how is it possible that there are costs applicable on the account. I told them that I will not pay any further charges on this as I am not using this account. I started this communication 14 January 2026. Today is 16 March 2026 and I have just received my statement which informs met that I owe them R128.45 for monthly service fees. So if I have not used this account for many years why is Service fees as well as an insurance fee billed to me. And when I said I want to clean up my account why should I still be paying for fees. I sent them reminder after reminder of which I am now just ignored. Last request to fix this has conveniently been falling on deaf ear, same as sending me a paid up amount instead of a settling amount. With all honesty how am I as a normal person that does not have a accounting back ground or are up to date with accounting jargon know that I "specifically" have to ask for "settlement amount" On 6 Feb I received another Paid Up letter from RCS Group. Again clearly my instructions was not followed as again i am sitting with a statement of R128.45. 21 Feb 2026 I had another person on a new string of mail saying that i have money outstanding. I attached my previous instruction of this whole debacle and told them to cancel that new amount they are now billing to my account and then CLOSE MY ACCOUNT as I want no association with Cape Union Mart and RCS Group if they are going to invoice costs their customers which is on zero balance accounts. I want nothing to do with a company that mislead clients and while we think our accounts is clear and paid up they give you a "paid up" option and not a "settlement" option which for the normal people on the street is one and the same thing. It is now 16 March 2026 and STILL waiting on a response from your people. I also want to mention that THIS has caused that I now struggle to get a full bond approval because I am being labelled as bad debtor!!! I suggest you get your people to sort this out asap.
Helpful (0)
|Replies (0)EB
Esmarie B
1 reviews | Active since Jan 2020
16 Mar 2026, 08:15
CAPE UNION MART FINANCIAL PARTNER RCS GROUP DEBIT BOGUS CHARGES ON CLEARED ACCOUNTS
I have paid off my account with Cape Union Mart and have not been buying on credit for the past 2 years. When I app**** for a home load this year I am being told that I have bad debt from unpaid account with Cape Union Mart collections company RCS Group. I immediately jumped on that as I know I have not been trading on this account so this must be some kind of mistake. As we all know these days everything is done verbally ( while being recorded for training purposes) so I asked them on email what is going on. Specifically this way so that I would have proof of my communication on this. So after they were trying to phone me number of times I insisted they communicate via e-mail. As it turns out when I did ask the consultant that I want to clear my account, meaning in laments terms that I want to pay all outstanding amounts and have the account lying dormant till i see the need to use it again. I was given an amount which I paid. This year when I wanted to apply for my home loan here i am being told that I have bad debt with Cape Union Mart. So following up it seems like me as a customer did not use the correct jargon terminology to ask for a Settlement Account so the consultant just gave me a Paid Up Amount. After my communication with them via e-mail again, because I do not have proof of what I asked for when they phone you told them that I have not traded on this account for 12+ months so how is it possible that there are costs applicable on the account. I told them that I will not pay any further charges on this as I am not using this account. I started this communication 14 January 2026. Today is 16 March 2026 and I have just received my statement which informs met that I owe them R128.45 for monthly service fees. So if I have not used this account for many years why is Service fees as well as an insurance fee billed to me. And when I said I want to clean up my account why should I still be paying for fees. I sent them reminder after reminder of which I am now just ignored. Last request to fix this has conveniently been falling on deaf ear, same as sending me a paid up amount instead of a settling amount. With all honesty how am I as a normal person that does not have a accounting back ground or are up to date with accounting jargon know that I "specifically" have to ask for "settlement amount" On 6 Feb I received another Paid Up letter from RCS Group. Again clearly my instructions was not followed as again i am sitting with a statement of R128.45. 21 Feb 2026 I had another person on a new string of mail saying that i have money outstanding. I attached my previous instruction of this whole debacle and told them to cancel that new amount they are now billing to my account and then CLOSE MY ACCOUNT as I want no association with Cape Union Mart and RCS Group if they are going to invoice costs their customers which is on zero balance accounts. I want nothing to do with a company that mislead clients and while we think our accounts is clear and paid up they give you a "paid up" option and not a "settlement" option which for the normal people on the street is one and the same thing. It is now 16 March 2026 and STILL waiting on a response from your people. I also want to mention that THIS has caused that I now struggle to get a full bond approval because I am being labelled as bad debtor!!! I suggest you get your people to sort this out asap.
0
Replies (0)BR
TF
Theresa F
1 reviews | Active since Jan 2020
25 Feb 2026, 18:51
Ilanga Cape Union Mart Management is fantastic
Cape Union Mart Ilanga mall has been incredibly helpful and gone over and above to keep a customer happy that didn’t even buy from their shop. Thank you to Xolani and Tshepo ( sorry can’t remember spelling) for helping me track an invoice from Eastgate and not Mall of Africa and helping me with an exchange. Throughout the whole process you continued to keep me updated and tried everything to assist. You two are fantastic managers and an example to all.
Helpful (0)
|Replies (0)TF
Theresa F
1 reviews | Active since Jan 2020
25 Feb 2026, 18:51
Ilanga Cape Union Mart Management is fantastic
Cape Union Mart Ilanga mall has been incredibly helpful and gone over and above to keep a customer happy that didn’t even buy from their shop. Thank you to Xolani and Tshepo ( sorry can’t remember spelling) for helping me track an invoice from Eastgate and not Mall of Africa and helping me with an exchange. Throughout the whole process you continued to keep me updated and tried everything to assist. You two are fantastic managers and an example to all.
0
Replies (0)PB
Palesa B
1 reviews | Active since Jan 2020
20 Feb 2026, 07:29
Poor quality suitcase
I bought a suitcase from Cape Union Mart (7 February) Unfortunately, after only a week of use, the suitcase already shows visible scratches. For something meant for travel, I expected better durability. I’m disappointed with the quality. Enquired at the store that I’m not happy as they advertise their items as quality and durable and would like to return but was told I can’t.
Helpful (0)
|Replies (0)PB
Palesa B
1 reviews | Active since Jan 2020
20 Feb 2026, 07:29
Poor quality suitcase
I bought a suitcase from Cape Union Mart (7 February) Unfortunately, after only a week of use, the suitcase already shows visible scratches. For something meant for travel, I expected better durability. I’m disappointed with the quality. Enquired at the store that I’m not happy as they advertise their items as quality and durable and would like to return but was told I can’t.
0
Replies (0)NN
Nozipho N
1 reviews | Active since Jan 2020
10 Feb 2026, 09:05
DO NOT BUY ONLINE!!!
I placed an order online on 29 January 2026 and was advised that delivery would take place within 2–4 working days. Unfortunately, it is now the 10th of February 2026 and I have still not received my order and when you try to call them, there is no answer.
Helpful (0)
|Replies (0)NN
Nozipho N
1 reviews | Active since Jan 2020
10 Feb 2026, 09:05
DO NOT BUY ONLINE!!!
I placed an order online on 29 January 2026 and was advised that delivery would take place within 2–4 working days. Unfortunately, it is now the 10th of February 2026 and I have still not received my order and when you try to call them, there is no answer.
0
Replies (0)MI
IM
Itumeleng M
1 reviews | Active since Jan 2020
30 Jan 2026, 04:18
Disappointed in Cape Union Mart
I am bitterly disappointed at Cape Union Mart. It's been almost 2 months since I returned my damage shoes and they have not been replaced. Cape Union Mart's procedures are a direct contrast of the awesome people who work in their stores. Keep up the good work guys, your employer should learn courtesy from you
Helpful (0)
|Replies (0)IM
Itumeleng M
1 reviews | Active since Jan 2020
30 Jan 2026, 04:18
Disappointed in Cape Union Mart
I am bitterly disappointed at Cape Union Mart. It's been almost 2 months since I returned my damage shoes and they have not been replaced. Cape Union Mart's procedures are a direct contrast of the awesome people who work in their stores. Keep up the good work guys, your employer should learn courtesy from you
0
Replies (0)