1-Star Review – Extremely Disappointed with Replay Jeans South Africa’s Service

I am extremely disappointed with the service I received from Replay Jeans South Africa.

In December 2024, I purchased two T-shirts for over R5,000. I only wore one of them — a coral T-shirt costing R2,400 — for the first time in May 2025. After washing it once, the colour bled out, staining the white label engraved on the front. Once the shirt dried, the label returned to white, confirming it was a manufacturing defect.

I contacted Replay’s customer service via their website, where I was informed that all Replay items have a two-year warranty. I was told to take the shirt and the email to my nearest store, which I did. The store staff said they would email the photos and details to their manager, Frank Cliff.

After hearing nothing for almost a month, I went back to the store to follow up, only to be told they were still waiting for a response from the manager. Another month passed — still no feedback. When I returned for the third time, the staff phoned the manager, Frank Cliff, in front of me.

To my shock, instead of speaking to me, the manager shouted at the employees, saying “anyone who takes the T-shirt will be fired!” — a completely unprofessional and appalling response. He then stated that the 2-year warranty doesn’t apply in South Africa, which makes no sense since there is only one Replay customer service contact for both local and international customers.

I paid R2,400 for a T-shirt that is now unwearable due to a clear quality defect, and not once did the manager or anyone from Replay apologise or offer a solution. As a loyal customer, I expected much better service and accountability from such a premium brand.

This experience has completely changed my perception of Replay Jeans. I will never purchase from Replay again and I strongly advise others to think twice before spending their money here — the after-sales service is non-existent, and customer concerns are dismissed without care or respect.