WA
We Are Ayana
Unclaimed Business
WA
AI Review Summary
Based on recent customer reviews, We Are Ayana faces severe criticism across both its online and in-store operations. The most persistent complaints involve extremely delayed or undelivered online orders, unresponsive customer service, and a frustrating refund process where customers wait weeks or months without resolution. In-store experiences are marred by unhelpful staff, rigid return policies, and system errors affecting layby collections. A few positive reviews praise product quality, store aesthetics, and individual staff members like Keneilwe at Southgate for exceptional service, but these are heavily outweighed by negative experiences.
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#53
in Retail
NPS Score
-77
Recommended: Unlikely
Review Distribution
1.6|32 Reviews
May '25 - Apr '26
5(9.4%)
4(3.1%)
3(0%)
2(9.4%)
1(78.1%)
5(9.4%)
4(3.1%)
3(0%)
2(9.4%)
1(78.1%)
Frequently Asked Questions About We Are Ayana
Based on recent customer reviews, this business delivers a consistently strong customer experience anchored by outstanding agent quality and rapid communication. Customers frequently name individual consultants and praise their friendliness, patience, and professionalism. Recurring praise is given to claims and roadside assistance, though a vocal minority report frustrating delays, rejected claims, and poor transparency around premium increases.
Hellopeter's TrustIndex is a 0–10 score based on review star ratings, reply speed, and recent activity over the last 12 months. How is the TrustIndex calculated? →
Recent reviews (32)
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
Khumo-Dee Molale
1 reviews | Active since Jan 2020
11 Mar 2026, 11:58
Extremely Unprofessional Service
I had a delivery scheduled for today 11 March 2026, and the experience was absolutely unacceptable. The driver could not find my address and kept getting lost. I even went out of my way to share my live location with him on WhatsApp to help him, yet he was still extremely rude and unprofessional when communicating with me. When I called customer care to get assistance with my delivery, the situation became even worse. The agent I spoke to was also rude and dismissive. He switched to speaking Zulu and told me that he would hang up the phone on me. This is completely unacceptable customer service. Both the driver and the customer care agent behaved in a very unprofessional manner. If this is the level of service your company provides, then it is very concerning.
Helpful (0)
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Khumo-Dee Molale
1 reviews | Active since Jan 2020
11 Mar 2026, 11:58
Extremely Unprofessional Service
I had a delivery scheduled for today 11 March 2026, and the experience was absolutely unacceptable. The driver could not find my address and kept getting lost. I even went out of my way to share my live location with him on WhatsApp to help him, yet he was still extremely rude and unprofessional when communicating with me. When I called customer care to get assistance with my delivery, the situation became even worse. The agent I spoke to was also rude and dismissive. He switched to speaking Zulu and told me that he would hang up the phone on me. This is completely unacceptable customer service. Both the driver and the customer care agent behaved in a very unprofessional manner. If this is the level of service your company provides, then it is very concerning.
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Unakho D
1 reviews | Active since Jan 2020
20 Feb 2026, 06:28
AYANA store a ****
No care and very rude wearhouse agent. Ordered three items online and only two were honoured with no explanation or replies to my emails. Have been waiting for my return since the 1 of January 2025. First time buyer and it’s definitely my last time buying at AYANA. I will stick with Zara and Woolworths because they never disappoint.
Helpful (0)
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Unakho D
1 reviews | Active since Jan 2020
20 Feb 2026, 06:28
AYANA store a ****
No care and very rude wearhouse agent. Ordered three items online and only two were honoured with no explanation or replies to my emails. Have been waiting for my return since the 1 of January 2025. First time buyer and it’s definitely my last time buying at AYANA. I will stick with Zara and Woolworths because they never disappoint.
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Replies (0)KM
Kayla M
1 reviews | Active since Jan 2020
20 Feb 2026, 06:27
AYANA - Clothing | South Africa
"I have been a loyal customer at AYANA for a long time, but my experience at the South Gate Branch yesterday was incredibly disappointing and frankly, insulting. I went in ready to purchase two pairs of shoes, which aren't cheap items, and was told I had to pay an extra R5 for a paper bag to put my purchases in. Charging for a bag when someone is spending hundreds of rands on merchandise is absolutely ridiculous. It feels like a petty money grab and a terrible way to treat customers. It’s not about the R5, it’s about the principle. You don't nickel-and-dime the customers who are keeping your business open. If you are going to implement such a policy, at least have a cheap plastic option or be transparent about it before someone queues up. I will definitely think twice before shopping here again. Sort out your service level."
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Kayla M
1 reviews | Active since Jan 2020
20 Feb 2026, 06:27
AYANA - Clothing | South Africa
"I have been a loyal customer at AYANA for a long time, but my experience at the South Gate Branch yesterday was incredibly disappointing and frankly, insulting. I went in ready to purchase two pairs of shoes, which aren't cheap items, and was told I had to pay an extra R5 for a paper bag to put my purchases in. Charging for a bag when someone is spending hundreds of rands on merchandise is absolutely ridiculous. It feels like a petty money grab and a terrible way to treat customers. It’s not about the R5, it’s about the principle. You don't nickel-and-dime the customers who are keeping your business open. If you are going to implement such a policy, at least have a cheap plastic option or be transparent about it before someone queues up. I will definitely think twice before shopping here again. Sort out your service level."
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Replies (0)SN
Sne N
1 reviews | Active since Jan 2020
19 Feb 2026, 23:44
Zero stars if I could
I wish there was a zero-star option. The customer service is absolutely horrible. If only I had checked the reviews first. I placed my order in late November and requested a refund on December 4th. They responded saying the case had been logged… and then went completely silent. I followed up again on January 3rd. This time, they sent a generic email that didn’t address my refund request at all. Instead, it rambled on about a “technical issue in the warehouse” and why they couldn’t get my order to me sooner — which had nothing to do with my return inquiry. It’s now February 20th. I even DM’d them on Instagram on February 11th with screenshots of the entire useless email trail. They asked for my order number — and after I sent it, they disappeared again. This is beyond ***********. The customer service is *******, unprofessional, and completely unacceptable. And honestly? That dress isn’t even worth this hassle
Helpful (0)
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Sne N
1 reviews | Active since Jan 2020
19 Feb 2026, 23:44
Zero stars if I could
I wish there was a zero-star option. The customer service is absolutely horrible. If only I had checked the reviews first. I placed my order in late November and requested a refund on December 4th. They responded saying the case had been logged… and then went completely silent. I followed up again on January 3rd. This time, they sent a generic email that didn’t address my refund request at all. Instead, it rambled on about a “technical issue in the warehouse” and why they couldn’t get my order to me sooner — which had nothing to do with my return inquiry. It’s now February 20th. I even DM’d them on Instagram on February 11th with screenshots of the entire useless email trail. They asked for my order number — and after I sent it, they disappeared again. This is beyond ***********. The customer service is *******, unprofessional, and completely unacceptable. And honestly? That dress isn’t even worth this hassle
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Replies (0)RM
Relebogile M
1 reviews | Active since Jan 2020
9 Jan 2026, 12:40
Dissapointed customer
I made a purchase of two dresses at Ayana and i noticed that they are see throughs, so i came to Westgate mall where i bought them and came to ask for my refund but instead the ladies told me i should wait for my money since they dont have cash, i sat there for morethan an hour at the shop waiting for my money. The other lady was telling me they can't take bck the dresses since my slip was teared apart but yet the barcode was visible as well as the rest of the details, im still sitting in the shop as i type this. I am very angry at dissapointed at this shop
Helpful (0)
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Relebogile M
1 reviews | Active since Jan 2020
9 Jan 2026, 12:40
Dissapointed customer
I made a purchase of two dresses at Ayana and i noticed that they are see throughs, so i came to Westgate mall where i bought them and came to ask for my refund but instead the ladies told me i should wait for my money since they dont have cash, i sat there for morethan an hour at the shop waiting for my money. The other lady was telling me they can't take bck the dresses since my slip was teared apart but yet the barcode was visible as well as the rest of the details, im still sitting in the shop as i type this. I am very angry at dissapointed at this shop
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Replies (0)MM
Mamakgetha M
1 reviews | Active since Jan 2020
8 Jan 2026, 10:54
Return Ignored
I bought two dresses at We Are Ayana online store and one of the dresses did not fit me. I then tried to return the dress online as they don't have any branches near me or in the free state. The return was initiated on the on the 27 of December 2025 and its now the 2nd week with no action to come take the return. Please be aware of this shortfall as a 1st time online customer.
Helpful (0)
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Mamakgetha M
1 reviews | Active since Jan 2020
8 Jan 2026, 10:54
Return Ignored
I bought two dresses at We Are Ayana online store and one of the dresses did not fit me. I then tried to return the dress online as they don't have any branches near me or in the free state. The return was initiated on the on the 27 of December 2025 and its now the 2nd week with no action to come take the return. Please be aware of this shortfall as a 1st time online customer.
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Replies (0)GP
Gabriella P
1 reviews | Active since Jan 2020
7 Jan 2026, 18:33
No Refund and No Communication
I made my first purchase with Ayana on 12 December 2025. The delivery took a long time, and once it arrived, I immediately logged a return as I was unhappy with the item. Since then, I’ve received no communication regarding my refund. I’ve phoned customer support five times, each time going through the same process, but none of the calls have been helpful or resolved anything. It has now been four weeks since I requested the refund, with no updates. On 5 January, someone unexpectedly arrived at my gate to collect the parcel, without any prior notice from Ayana. I’m unsure whether the package was even successfully returned. At this point, I have no clarity on whether I’ll receive a refund. I won’t be shopping with Ayana again and do not recommend them.
Helpful (0)
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Gabriella P
1 reviews | Active since Jan 2020
7 Jan 2026, 18:33
No Refund and No Communication
I made my first purchase with Ayana on 12 December 2025. The delivery took a long time, and once it arrived, I immediately logged a return as I was unhappy with the item. Since then, I’ve received no communication regarding my refund. I’ve phoned customer support five times, each time going through the same process, but none of the calls have been helpful or resolved anything. It has now been four weeks since I requested the refund, with no updates. On 5 January, someone unexpectedly arrived at my gate to collect the parcel, without any prior notice from Ayana. I’m unsure whether the package was even successfully returned. At this point, I have no clarity on whether I’ll receive a refund. I won’t be shopping with Ayana again and do not recommend them.
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Replies (0)TK
Tetelo K
1 reviews | Active since Jan 2020
1 Jan 2026, 21:19
Ayana bad customer service experience
Bought a dress on Ayana’s online store on 06/12/25 and everything from the delivery,comms and the dress itself was satisfactory. Turn around time was quick too, given that it was the festive season. 30/12/2025 i go instore to go return the dress. I went to the Pretoria CBD store and was assisted by a Margaret (sp) who in her mission to refuse me my refund request told me she is the supervisor. The lady was so adamant that she will not be doing any refund at that time that she told me everything that in no way involved me getting my money back. She asks if i want an exchange or refund and i tell her it’s the latter aaaaand it went downhill from there. From can i give you a gift card(understandably so), to telling me she would’ve refunded me if i had used a credit card and not debit, to telling me that the problem with “us” ayana customers is that we don’t use cash 🤦🏾♀️. She tells me that their efts don’t do debit card refunds(which I highly doubted) so I ask her to give me cash instead and she flatout said she won’t cz that’s change for customers(i assume I wasn’t one at that point and time). Essentially the lady had no resolution will in her despite the several options i gave her to get my refund. I let her know that my 30 days return period is almost over and i wouldn’t have time to go back there before the return period ends as i was leaving the city and would be gone past the 30 days period)… i mentioned all these to her on top of the options I suggested but she still didn’t care to resolve my issue. Only after i asked for her name,her position and that i would contact customer service regarding the situation did i see some worry on her face but that still didn’t faze her enough to come up with a solution. I contacted support and they told me that they know nothing about their efts declining debit card refunds and that if that was the case the lady should’ve given me a cash refund from float even…if it was necessary. I believe they reached out to the store as the said supervisor called me (because this has now escalated) and still had the audicity to tell me that i left the store angry otherwise she could’ve called her manager or written a note on my slip to make an exception for the 30 days period(solutions she should’ve given me anyway before I escalated the matter). Today is 01/01/26 and i have since waited for her to call me back after (speaking to her regional)with a way forward but no update, nothing. What must happen now because the period is almost over? So distasteful.
Helpful (0)
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Tetelo K
1 reviews | Active since Jan 2020
1 Jan 2026, 21:19
Ayana bad customer service experience
Bought a dress on Ayana’s online store on 06/12/25 and everything from the delivery,comms and the dress itself was satisfactory. Turn around time was quick too, given that it was the festive season. 30/12/2025 i go instore to go return the dress. I went to the Pretoria CBD store and was assisted by a Margaret (sp) who in her mission to refuse me my refund request told me she is the supervisor. The lady was so adamant that she will not be doing any refund at that time that she told me everything that in no way involved me getting my money back. She asks if i want an exchange or refund and i tell her it’s the latter aaaaand it went downhill from there. From can i give you a gift card(understandably so), to telling me she would’ve refunded me if i had used a credit card and not debit, to telling me that the problem with “us” ayana customers is that we don’t use cash 🤦🏾♀️. She tells me that their efts don’t do debit card refunds(which I highly doubted) so I ask her to give me cash instead and she flatout said she won’t cz that’s change for customers(i assume I wasn’t one at that point and time). Essentially the lady had no resolution will in her despite the several options i gave her to get my refund. I let her know that my 30 days return period is almost over and i wouldn’t have time to go back there before the return period ends as i was leaving the city and would be gone past the 30 days period)… i mentioned all these to her on top of the options I suggested but she still didn’t care to resolve my issue. Only after i asked for her name,her position and that i would contact customer service regarding the situation did i see some worry on her face but that still didn’t faze her enough to come up with a solution. I contacted support and they told me that they know nothing about their efts declining debit card refunds and that if that was the case the lady should’ve given me a cash refund from float even…if it was necessary. I believe they reached out to the store as the said supervisor called me (because this has now escalated) and still had the audicity to tell me that i left the store angry otherwise she could’ve called her manager or written a note on my slip to make an exception for the 30 days period(solutions she should’ve given me anyway before I escalated the matter). Today is 01/01/26 and i have since waited for her to call me back after (speaking to her regional)with a way forward but no update, nothing. What must happen now because the period is almost over? So distasteful.
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Replies (0)