RS
Refinery South Africa
Claimed Business
RS
Refinery South Africa
Claimed Business
66 Reviews (last 12 months)
Does not respond to reviews
Rated in:
Scores reflect the Overall AI Score for each category
AI Review Summary
Based on recent customer reviews, Refinery South Africa is experiencing severe and systemic service failures across virtually every customer touchpoint. Online delivery fulfilment is described as chaotic, with orders going missing for weeks. Refund and return processes are adversarial and drawn out. Customer service interactions are frequently described as rude and unhelpful, and billing errors compound customer frustration. Only isolated in-store experiences at specific branches receive praise.
Top Strengths:
- •Product Quality & Value: A small number of customers praise Refinery's clothing style and aesthetic. One reviewer applauds the 'amazing pieces' and 'great vibes.' However, quality complaints about defective items and poor durability significantly outweigh the positives.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#13
in Fashion & Clothing
NPS Score
-83
Recommended: Unlikely
Review Distribution
1.3|66 Reviews
May '25 - Apr '26
5(5.1%)
4(1.7%)
3(1.7%)
2(0%)
1(91.5%)
5(5.1%)
4(1.7%)
3(1.7%)
2(0%)
1(91.5%)
Recent reviews (66)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceKM
Kutloano M
1 reviews | Active since Jan 2020
26 Feb 2026, 06:54
Bad customer service
Dsappointing Experience at Refinery clothing store ( Mams Mall Mamelodi Branch) I recently visited the Refinery Clothing store (Mams mall Branch ) and was treated in a way that made me feel uncomfortable . The staff's behavior was unprofessional, and I hope they take steps to improve customer service.i felt like i was annoying the stuff members especially the lady I couldn't get her name since she wasn't wearing any name tag.
Helpful (0)
|Replies (0)KM
Kutloano M
1 reviews | Active since Jan 2020
26 Feb 2026, 06:54
Bad customer service
Dsappointing Experience at Refinery clothing store ( Mams Mall Mamelodi Branch) I recently visited the Refinery Clothing store (Mams mall Branch ) and was treated in a way that made me feel uncomfortable . The staff's behavior was unprofessional, and I hope they take steps to improve customer service.i felt like i was annoying the stuff members especially the lady I couldn't get her name since she wasn't wearing any name tag.
0
Replies (0)R
Robin
1 reviews | Active since Jan 2020
10 Feb 2026, 18:39
Refinery
The atmosphere at Refinery in Canal Walk is stylish and welcoming, and the team matches that energy with generous, friendly service. From styling insights to quick responses to questions, they made every part of my visit smooth and uplifting. Their service turned browsing into a heart-warming experience. Refinery
Helpful (0)
|Replies (0)R
Robin
1 reviews | Active since Jan 2020
10 Feb 2026, 18:39
Refinery
The atmosphere at Refinery in Canal Walk is stylish and welcoming, and the team matches that energy with generous, friendly service. From styling insights to quick responses to questions, they made every part of my visit smooth and uplifting. Their service turned browsing into a heart-warming experience. Refinery
0
Replies (0)NM
Nokubonga M
1 reviews | Active since Jan 2020
9 Feb 2026, 06:37
I have bruises at the back of my foot because of uncomfortable tekkie when I returned to the zevenwacht mall , I was told because I've worn once and they won't take it back I believe this is unfair I have slip and price tag.
Bought uncomfortable tekkie from Refanary, poor customer service, won't recommend 😔
Helpful (0)
|Replies (0)NM
Nokubonga M
1 reviews | Active since Jan 2020
9 Feb 2026, 06:37
I have bruises at the back of my foot because of uncomfortable tekkie when I returned to the zevenwacht mall , I was told because I've worn once and they won't take it back I believe this is unfair I have slip and price tag.
Bought uncomfortable tekkie from Refanary, poor customer service, won't recommend 😔
0
Replies (0)LG
MJ
Monica J
1 reviews | Active since Jan 2020
22 Jan 2026, 13:08
Bad service
Refinery: Your order RF114036 is on the way! Ordered and paid 02 January 2026. Your order has shipped! Hi Monica, We've got some good news! All of the items from your order # RF114036 have now been shipped and will be with you in no time. The tracking number for these items is 8023263565. Use the link below to see the status of your shipment: Good Day Monica I trust you're well. We sincerely apologize for the inconvenience caused and understand your concern regarding the whereabouts of your parcel. Please accept our apologies for the delay and the frustration this may have caused. Kindly note that we have escalated your query to the relevant department for further investigation. Our team is currently following up with the courier to obtain an update, and we will provide you with feedback as soon as possible. Thank you for your patience and understanding. Please be assured that we are doing our best to resolve this matter promptly. Kind Regards, Refinery Customer Care Nqobile Dlamin Good Day I trust you're well. Kindly note that the order was handed over to Aramex. Tracking number: JDD3000106549 The tracking information has not yet been processed or updated by Aramex, so the shipment cannot be located in their online tracking system at this time. Thank you. Kind Regards, Refinery Customer Care Nqobile Dlamin Sent on the 10/01/2026 Good Day Monica I trust you're well. We sincerely apologise for the frustration and inconvenience caused by the delay in receiving your parcel. We understand how unacceptable it is to wait more than two weeks for an order, and we truly regret this experience. Please be assured that your concern has been escalated for further assistance with our relevant department and courier to urgently investigate the whereabouts of your parcel. We are actively following up and will provide you with feedback as soon as it becomes available. Thank you for your patience and understanding while we work to resolve this matter as quickly as possible. Kind Regards, Refinery Customer Care Nqobile Dlamin sent on the 14/01/2026 Good Day Monica I trust you're well. Kindly note I have escalated to the courier to advise on delivery ETA. We do apologize for the inconvenience caused. Kindly note I have escalated to the courier to advise on delivery ETA. Thank you. Kind Regards, Refinery Customer Care Nqobile Dlamin Good Day Monica I trust you're well. Please accept our sincere apologies for the continued delay in delivering your order and for the frustration this has caused. We completely understand your concerns regarding the lack of delivery as of today, the 19th, and we regret that this has not met your expectations. Kindly note that this matter has been escalated to our courier partner and internal team for urgent resolution. We are actively following up and will provide you with feedback as soon as we receive an update. Thank you for your patience and for bringing this matter to our attention. Once again, we sincerely apologise for the inconvenience caused. Kind Regards, Refinery Customer Care Nqobile Dlamin 0097913e-c2ec-4f09-9399-7f425261cfaf.png From: Monica Joubert <monica@kalaharikaste.co.za> Sent: 19 January 2026 10:01 Subject: Re: Feedback [#CSA0012D2O] [MAI30IF] good day, Today is the 19th. Still no delivery of package. I think I must contact Helopeter and tell them what kind of service this is and also the courier I going to put on hello peter. Monica Joubert --- This is Refinery Stores. Feedbak from Aramax please provide aramex tracking number That is all I have from Refinary store. JDD3000106549 When was the JDD number sent to you because it doesnt track on the system it needs to be13 digits long that doesnt help the number is to short it does not exist That is what the mailed me please ask them to resend you the correct tracking number as this one is invalid Where is my parcel
Helpful (0)
|Replies (0)MJ
Monica J
1 reviews | Active since Jan 2020
22 Jan 2026, 13:08
Bad service
Refinery: Your order RF114036 is on the way! Ordered and paid 02 January 2026. Your order has shipped! Hi Monica, We've got some good news! All of the items from your order # RF114036 have now been shipped and will be with you in no time. The tracking number for these items is 8023263565. Use the link below to see the status of your shipment: Good Day Monica I trust you're well. We sincerely apologize for the inconvenience caused and understand your concern regarding the whereabouts of your parcel. Please accept our apologies for the delay and the frustration this may have caused. Kindly note that we have escalated your query to the relevant department for further investigation. Our team is currently following up with the courier to obtain an update, and we will provide you with feedback as soon as possible. Thank you for your patience and understanding. Please be assured that we are doing our best to resolve this matter promptly. Kind Regards, Refinery Customer Care Nqobile Dlamin Good Day I trust you're well. Kindly note that the order was handed over to Aramex. Tracking number: JDD3000106549 The tracking information has not yet been processed or updated by Aramex, so the shipment cannot be located in their online tracking system at this time. Thank you. Kind Regards, Refinery Customer Care Nqobile Dlamin Sent on the 10/01/2026 Good Day Monica I trust you're well. We sincerely apologise for the frustration and inconvenience caused by the delay in receiving your parcel. We understand how unacceptable it is to wait more than two weeks for an order, and we truly regret this experience. Please be assured that your concern has been escalated for further assistance with our relevant department and courier to urgently investigate the whereabouts of your parcel. We are actively following up and will provide you with feedback as soon as it becomes available. Thank you for your patience and understanding while we work to resolve this matter as quickly as possible. Kind Regards, Refinery Customer Care Nqobile Dlamin sent on the 14/01/2026 Good Day Monica I trust you're well. Kindly note I have escalated to the courier to advise on delivery ETA. We do apologize for the inconvenience caused. Kindly note I have escalated to the courier to advise on delivery ETA. Thank you. Kind Regards, Refinery Customer Care Nqobile Dlamin Good Day Monica I trust you're well. Please accept our sincere apologies for the continued delay in delivering your order and for the frustration this has caused. We completely understand your concerns regarding the lack of delivery as of today, the 19th, and we regret that this has not met your expectations. Kindly note that this matter has been escalated to our courier partner and internal team for urgent resolution. We are actively following up and will provide you with feedback as soon as we receive an update. Thank you for your patience and for bringing this matter to our attention. Once again, we sincerely apologise for the inconvenience caused. Kind Regards, Refinery Customer Care Nqobile Dlamin 0097913e-c2ec-4f09-9399-7f425261cfaf.png From: Monica Joubert <monica@kalaharikaste.co.za> Sent: 19 January 2026 10:01 Subject: Re: Feedback [#CSA0012D2O] [MAI30IF] good day, Today is the 19th. Still no delivery of package. I think I must contact Helopeter and tell them what kind of service this is and also the courier I going to put on hello peter. Monica Joubert --- This is Refinery Stores. Feedbak from Aramax please provide aramex tracking number That is all I have from Refinary store. JDD3000106549 When was the JDD number sent to you because it doesnt track on the system it needs to be13 digits long that doesnt help the number is to short it does not exist That is what the mailed me please ask them to resend you the correct tracking number as this one is invalid Where is my parcel
0
Replies (0)SN
MJ
Monica J
1 reviews | Active since Jan 2020
19 Jan 2026, 10:41
Bad service
I bought online on the 01/01/2026 at Refinery online. Today is the 19/01/26 and still I have not yet received my package. I sent emails regarding this matter. This is their reply. Good Day Monica I trust you're well. Kindly note I have escalated to the courier to advise on delivery ETA. We do apologize for the inconvenience caused. Kindly note I have escalated to the courier to advise on delivery ETA. Thank you. Kind Regards, Refinery Customer Care Nqobile Dlamin
Helpful (0)
|Replies (0)MJ
Monica J
1 reviews | Active since Jan 2020
19 Jan 2026, 10:41
Bad service
I bought online on the 01/01/2026 at Refinery online. Today is the 19/01/26 and still I have not yet received my package. I sent emails regarding this matter. This is their reply. Good Day Monica I trust you're well. Kindly note I have escalated to the courier to advise on delivery ETA. We do apologize for the inconvenience caused. Kindly note I have escalated to the courier to advise on delivery ETA. Thank you. Kind Regards, Refinery Customer Care Nqobile Dlamin
0
Replies (0)RN