CU
Cape Union Mart
Verified Business
CU
AI Review Summary
Based on recent customer reviews, Cape Union Mart is drawing significant criticism around its online ordering and after-sales experience, with customers consistently mentioning slow or undelivered orders, unanswered emails, and unresponsive call centres. A recurring theme is frustration with returns, repairs, and warranty claims on items like K-Way jackets and Salomon boots. Concerns also surface around account billing through RCS and unsolicited marketing emails. On a more positive note, several shoppers highlight standout in-store staff at branches such as V&A, Ilanga Mall, Newcastle, and The Glen who deliver attentive, helpful service.
Performance(last 12 months):
TrustIndex
2.2
Ranking
#25
in Fashion & Clothing
NPS Score
-50
Recommended: Unlikely
Review Distribution
1.5|51 Reviews
Jul '25 - Jun '26
Recent reviews (51)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
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Anonymous
1 reviews | Active since Jan 2020
21 May 2026, 11:29
Concerns Regarding Delivery Lead Times
last week I purchased a pair of shoes online and the delivery has been extremely slow. On the same day, I ordered other items from Temu, which have already arrived, including import items. The order confirmation for this purchase indicates a delivery timeframe of 5 to 7 working days, however other platforms such as Takealot and Temu have significantly faster turnaround times. Given that I am likely to be away when the delivery eventually arrives, this delay may create logistical issues for me. It would be advisable to improve delivery timeframes.
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Anonymous
1 reviews | Active since Jan 2020
21 May 2026, 11:29
Concerns Regarding Delivery Lead Times
last week I purchased a pair of shoes online and the delivery has been extremely slow. On the same day, I ordered other items from Temu, which have already arrived, including import items. The order confirmation for this purchase indicates a delivery timeframe of 5 to 7 working days, however other platforms such as Takealot and Temu have significantly faster turnaround times. Given that I am likely to be away when the delivery eventually arrives, this delay may create logistical issues for me. It would be advisable to improve delivery timeframes.
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Anonymous
1 reviews | Active since Jan 2020
15 May 2026, 11:11
Horrible Service!!!!
This is the 3rd time that you are sending my parcel to Durban and I stay in Pretoria. You cancel my order because of a system error in the pricing then you send it to Durban and then yet again to Durban. This will be the last purchase at this store. Horrible Horrible service!!!!!
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Anonymous
1 reviews | Active since Jan 2020
15 May 2026, 11:11
Horrible Service!!!!
This is the 3rd time that you are sending my parcel to Durban and I stay in Pretoria. You cancel my order because of a system error in the pricing then you send it to Durban and then yet again to Durban. This will be the last purchase at this store. Horrible Horrible service!!!!!
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Anonymous
1 reviews | Active since Jan 2020
14 May 2026, 06:06
Delays in return process
Dear Cape Union Mart Customer Service, I would like to raise a concern regarding the repeated delays I experience whenever I arrange a return. Almost every time I request a return, I need to follow up more than once before a courier is finally sent. By the time the item is collected, processed, and refunded, the promotional specials I originally wanted to purchase are often already sold out. In addition, the waiting period for my Family Rewards credits to be reversed back onto my account takes so long that I am unable to use them when placing a replacement order. This makes the overall returns process extremely frustrating and inconvenient. I enjoy shopping with Cape Union Mart, which is why this experience has been particularly disappointing. I would appreciate it if you could investigate the delays in the courier collection and rewards reversal process, and consider improving turnaround times for customers. I look forward to your response and a practical solution.
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Anonymous
1 reviews | Active since Jan 2020
14 May 2026, 06:06
Delays in return process
Dear Cape Union Mart Customer Service, I would like to raise a concern regarding the repeated delays I experience whenever I arrange a return. Almost every time I request a return, I need to follow up more than once before a courier is finally sent. By the time the item is collected, processed, and refunded, the promotional specials I originally wanted to purchase are often already sold out. In addition, the waiting period for my Family Rewards credits to be reversed back onto my account takes so long that I am unable to use them when placing a replacement order. This makes the overall returns process extremely frustrating and inconvenient. I enjoy shopping with Cape Union Mart, which is why this experience has been particularly disappointing. I would appreciate it if you could investigate the delays in the courier collection and rewards reversal process, and consider improving turnaround times for customers. I look forward to your response and a practical solution.
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Anonymous
1 reviews | Active since Jan 2020
12 May 2026, 08:20
Worst service ever-still haven’t received refund
Still waiting for my refund, I returned an item I purchased online to the store on the 24/04/26 and requested a refund they said they can return the funds to my bank account and I gave them the bank card to process. So tell me why it’s the 12/05/26 and I still haven’t received the funds in my account. I have been calling the store and also chatting to the agents on WhatsApp but still no refund. How long should a customer wait to get their refund it’s been almost 3 weeks now
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Anonymous
1 reviews | Active since Jan 2020
12 May 2026, 08:20
Worst service ever-still haven’t received refund
Still waiting for my refund, I returned an item I purchased online to the store on the 24/04/26 and requested a refund they said they can return the funds to my bank account and I gave them the bank card to process. So tell me why it’s the 12/05/26 and I still haven’t received the funds in my account. I have been calling the store and also chatting to the agents on WhatsApp but still no refund. How long should a customer wait to get their refund it’s been almost 3 weeks now
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Anonymous
1 reviews | Active since Jan 2020
28 Apr 2026, 09:34
Cape Union Mart
Good day , I have bought 3 items online on 2026/04 /24/ at Cape Union mark it was a mark down , what they did they just refunded me on 3 items without explaining the reason , I feel like they wasted my time , why did they put items that they know they are not selling online, I have never experienced that with Total Sports , Sportsmans warehouse etc , I feel very disappointed and I am not going to buy anything from this shop again... they are not honest with their customers
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Anonymous
1 reviews | Active since Jan 2020
28 Apr 2026, 09:34
Cape Union Mart
Good day , I have bought 3 items online on 2026/04 /24/ at Cape Union mark it was a mark down , what they did they just refunded me on 3 items without explaining the reason , I feel like they wasted my time , why did they put items that they know they are not selling online, I have never experienced that with Total Sports , Sportsmans warehouse etc , I feel very disappointed and I am not going to buy anything from this shop again... they are not honest with their customers
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Anonymous
1 reviews | Active since Jan 2020
28 Apr 2026, 08:05
Store Drop Off Order POOR Service
I often buy from Cape Union online, as their site and process are easy, and their courier to the door is fast. I have also in the past had items delivered to my nearest Cape Union store, without any issues. However, I ordered on the 20th of April, the package was collected that same day according to the tracking. Then it was failed to be delivered to the store on the 23rd at 2 minutes before opening time. The courier did not consider waiting 2 min, and the store staff conveniently did not see a courier waiting. I have phoned customer services multiple time, I have sent multiple e-mails to them. They keep blaming the courier, saying they have the package. I even went to the store, they half heartedly checked with zero enthusiasm to assist a client. No one is updating me as the client. I still have no idea where my package is. The service for store delivery is disappointing to say the least.
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Anonymous
1 reviews | Active since Jan 2020
28 Apr 2026, 08:05
Store Drop Off Order POOR Service
I often buy from Cape Union online, as their site and process are easy, and their courier to the door is fast. I have also in the past had items delivered to my nearest Cape Union store, without any issues. However, I ordered on the 20th of April, the package was collected that same day according to the tracking. Then it was failed to be delivered to the store on the 23rd at 2 minutes before opening time. The courier did not consider waiting 2 min, and the store staff conveniently did not see a courier waiting. I have phoned customer services multiple time, I have sent multiple e-mails to them. They keep blaming the courier, saying they have the package. I even went to the store, they half heartedly checked with zero enthusiasm to assist a client. No one is updating me as the client. I still have no idea where my package is. The service for store delivery is disappointing to say the least.
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Anonymous
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 !
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Anonymous
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 !
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