We Are Ayana
Unclaimed Business
|1.4|29 Reviews (last 12 months)|This business does not respond to reviews
We Are Ayana
Unclaimed Business
|1.4
29 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, We Are Ayana is facing significant customer experience challenges, particularly around its online shopping channel. Customers consistently mention undelivered parcels, prolonged refund delays, and unhelpful escalations that fail to produce resolutions. A recurring theme is frustration with courier handling and inconsistent in-store policies regarding refunds, laybys, and lost slips. While a smaller group of shoppers praise the in-store ambience, product quality, and individual staff members who go the extra mile, the dominant sentiment reflects disappointment with service recovery, communication, and accountability across both online and physical touchpoints.
Performance(last 12 months):
Trustindex Rating
2.2NPS Score
-80Unlikely
TrustIndex
2.2
NPS Score
-80
Recommended: Unlikely
Review Distribution
1.4|29 Reviews
Sep '25 - Aug '26
Recent reviews (29)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePM
Pam M
1 reviews | Active since May 2026
14 May 2026, 11:00
Horrible Service
My order took almost 4 weeks to arrive. Oh and forget about getting your refund. They don’t want proof of payment as proof of account used. They make you jump through the hoops for a refund. Horrible experience.
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Pam M
1 reviews | Active since May 2026
14 May 2026, 11:00
Horrible Service
My order took almost 4 weeks to arrive. Oh and forget about getting your refund. They don’t want proof of payment as proof of account used. They make you jump through the hoops for a refund. Horrible experience.
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Pelma C
1 reviews | Active since Feb 2024
12 Apr 2026, 08:38
On the 18th of March 2026, I purchased a top from your store. Due to being in a hurry at the time, I did not try it on in the fitting room. When I got home and tried it on, I realized that it did not suit me as expected. Unfortunately, I was unable to ret
AYANA Giyani Formal Complaint – ******** Refusal of Refund/Exchange and Poor Customer Service
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Pelma C
1 reviews | Active since Feb 2024
12 Apr 2026, 08:38
On the 18th of March 2026, I purchased a top from your store. Due to being in a hurry at the time, I did not try it on in the fitting room. When I got home and tried it on, I realized that it did not suit me as expected. Unfortunately, I was unable to ret
AYANA Giyani Formal Complaint – ******** Refusal of Refund/Exchange and Poor Customer Service
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Replies (0)MM
Malesedi M
1 reviews | Active since Jul 2018
1 Apr 2026, 10:55
Ayana failed delivery and delayed refund.
I placed an order with Ayana on 4 March. I received a delivery notification, followed by another message on 5 March stating that delivery could not be completed. Despite this, the tracking later showed the order as “delivered,” although I never received the parcel. I contacted support and was told the issue would be escalated and resolved within 24 working hours. This did not happen. After multiple follow-ups, I was informed that a refund would be processed. That was over 2 weeks ago, and I still have not received my refund. I was also recently promised a callback, which did not happen. The communication throughout has been vague and inconsistent, with repeated references to “escalations” but no accountability, no timelines being honoured, and no actual resolution. At this point, I do not want the order anymore. I am only requesting a full refund, which has already been promised but not fulfilled. If I do not receive my refund, I will escalate this matter further. I will also not be purchasing from Ayana again, whether online or in-store.
Helpful (0)
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Malesedi M
1 reviews | Active since Jul 2018
1 Apr 2026, 10:55
Ayana failed delivery and delayed refund.
I placed an order with Ayana on 4 March. I received a delivery notification, followed by another message on 5 March stating that delivery could not be completed. Despite this, the tracking later showed the order as “delivered,” although I never received the parcel. I contacted support and was told the issue would be escalated and resolved within 24 working hours. This did not happen. After multiple follow-ups, I was informed that a refund would be processed. That was over 2 weeks ago, and I still have not received my refund. I was also recently promised a callback, which did not happen. The communication throughout has been vague and inconsistent, with repeated references to “escalations” but no accountability, no timelines being honoured, and no actual resolution. At this point, I do not want the order anymore. I am only requesting a full refund, which has already been promised but not fulfilled. If I do not receive my refund, I will escalate this matter further. I will also not be purchasing from Ayana again, whether online or in-store.
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Replies (0)CZ
Cebolenkosi Z
1 reviews | Active since Jun 2025
27 Mar 2026, 10:14
Ayana Online not recommended
Shopping on the online platform & clearing your cart is a breeze, but the nightmare is coming-delivery time. The delivery partner is horrible; they do not deliver anything & log it in the system as having attempted delivery (which is untrue). The delivery partner is so unprofessional; the drivers even shout at you. It's been a week now of waiting for my order, & each day they 'attempt to deliver' then put it onto the next day's delivery round, only for it not to arrive/be delivered the next day. I wouldn't recommend shopping online from Ayana.
Helpful (0)
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Cebolenkosi Z
1 reviews | Active since Jun 2025
27 Mar 2026, 10:14
Ayana Online not recommended
Shopping on the online platform & clearing your cart is a breeze, but the nightmare is coming-delivery time. The delivery partner is horrible; they do not deliver anything & log it in the system as having attempted delivery (which is untrue). The delivery partner is so unprofessional; the drivers even shout at you. It's been a week now of waiting for my order, & each day they 'attempt to deliver' then put it onto the next day's delivery round, only for it not to arrive/be delivered the next day. I wouldn't recommend shopping online from Ayana.
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Replies (0)KM
Khumo-Dee Molale
1 reviews | Active since Feb 2020
11 Mar 2026, 13:58
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 Feb 2020
11 Mar 2026, 13:58
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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Replies (0)UD
Unakho D
1 reviews | Active since Jul 2020
20 Feb 2026, 08:28
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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Unakho D
1 reviews | Active since Jul 2020
20 Feb 2026, 08:28
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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Kayla M
1 reviews | Active since Jan 2018
20 Feb 2026, 08:27
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."
Helpful (0)
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Kayla M
1 reviews | Active since Jan 2018
20 Feb 2026, 08:27
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 Sept 2020
20 Feb 2026, 01:44
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 Sept 2020
20 Feb 2026, 01:44
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 (1)