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Identity
Claimed Business
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Rated in:
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Identity shows a sharply divided customer experience. In-store consultants at branches like Eloff Street, Mall of the South, and The Glen receive consistent praise for warmth and helpfulness, while the accounts, billing, online ordering, and refund processes generate widespread frustration. Harassment from collections, unallocated payments, and unresolved refund disputes dominate negative feedback, undermining the goodwill earned at the storefront level.
TrustIndex
3.5
Jul '25 - Jun '26
Based on recent customer reviews, Identity shows a sharply divided customer experience. In-store consultants at branches like Eloff Street, Mall of the South, and The Glen receive consistent praise for warmth and helpfulness, while the accounts, billing, online ordering, and refund processes generate widespread frustration. Harassment from collections, unallocated payments, and unresolved refund disputes dominate negative feedback, undermining the goodwill earned at the storefront level.
Identity's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. In-store staff at Eloff Street, Mall of the South, The Glen, Cosmo, Lakeside, and Vosloorus are repeatedly named for warm, patient, knowledgeable assistance. Consultants like Fortunate, Qenehelo, Nompumelelo, Lebo, and Kopano drive loyalty, though call centre and complaints handling remain weak.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
Good day sir/madam my name is Mankosana khaole, I've got problem with identity clothing,I paid up account a year ago,im not owing them when I need a pay up letter they don't want to give me pay up letter they said account was handed over to vvm attorney,I must call them when I call the lawyers they told me I must pay 300 at identity Store but im not owing them please help me
1 reviews | Active since Jan 2020
Good day sir/madam my name is Mankosana khaole, I've got problem with identity clothing,I paid up account a year ago,im not owing them when I need a pay up letter they don't want to give me pay up letter they said account was handed over to vvm attorney,I must call them when I call the lawyers they told me I must pay 300 at identity Store but im not owing them please help me
1 reviews | Active since Jan 2020
I have sent now the 4th or 5th Email seeking assistance with having my account updated to reflect a zero balance as current/arrears payment was made the 25th of April to which I have shared the proof of payment, till today the account has not been updated..
1 reviews | Active since Jan 2020
I have sent now the 4th or 5th Email seeking assistance with having my account updated to reflect a zero balance as current/arrears payment was made the 25th of April to which I have shared the proof of payment, till today the account has not been updated..
1 reviews | Active since Jan 2020
Online payments not allocated to my account and still I am receiving messages that my account is in arrears after I paid my account on the 25th on the online platform which they offer and then I get messages 7 times a day like this "Dear MS MM HUTTON, your Identity account requires an immediate payment of R283.33 today. Ref: 10121138009084. Identity Collections Department. 0212001903" after I've sent the proof of payment since the 25th every single day and on all their platforms available. This is unacceptable and I will take this further with the onbudsman should I not receive urgent feedback.
1 reviews | Active since Jan 2020
Online payments not allocated to my account and still I am receiving messages that my account is in arrears after I paid my account on the 25th on the online platform which they offer and then I get messages 7 times a day like this "Dear MS MM HUTTON, your Identity account requires an immediate payment of R283.33 today. Ref: 10121138009084. Identity Collections Department. 0212001903" after I've sent the proof of payment since the 25th every single day and on all their platforms available. This is unacceptable and I will take this further with the onbudsman should I not receive urgent feedback.
1 reviews | Active since Jan 2020
I was so bored and irritated why does a shop need a cardholder for a lousy thing of changing clothing size management do better I was not returning item just needed to change size yeeer now a person has to take a 2 hours drive in order for me to can exchange mxm
1 reviews | Active since Jan 2020
I was so bored and irritated why does a shop need a cardholder for a lousy thing of changing clothing size management do better I was not returning item just needed to change size yeeer now a person has to take a 2 hours drive in order for me to can exchange mxm
1 reviews | Active since Jan 2020
When I app**** for this account they said 6 months is interest free now they are charging me 24% and I paid almost R400 on my account last month now it tells me I over spent R404. Hoe can I over spend if I have a limit and now it's affecting my credit score. I never want to use this account again
1 reviews | Active since Jan 2020
When I app**** for this account they said 6 months is interest free now they are charging me 24% and I paid almost R400 on my account last month now it tells me I over spent R404. Hoe can I over spend if I have a limit and now it's affecting my credit score. I never want to use this account again
1 reviews | Active since Jan 2020
I received 32 calls from 3 different numbers for a R 60 short payment. They call you and when you answer the call cuts . I answered 2 of the 32 and the consultant was not helpful . Yesterday and today I tried their 021 no. N0 reply. Oh yes on the new statement I see a R21 interest fee added already for the R60. I need assistance from your account dept . Head of credit pls.
1 reviews | Active since Jan 2020
I received 32 calls from 3 different numbers for a R 60 short payment. They call you and when you answer the call cuts . I answered 2 of the 32 and the consultant was not helpful . Yesterday and today I tried their 021 no. N0 reply. Oh yes on the new statement I see a R21 interest fee added already for the R60. I need assistance from your account dept . Head of credit pls.
1 reviews | Active since Jan 2020
recently opened an account with Identity Clothing and was told I have R780 available in credit. However, every attempt to use this credit has been declined with no explanation. What’s more frustrating is the complete lack of effective customer support. After contacting customer care, I was asked to confirm my email, ID number, and phone number—which I did promptly. Not once, but twice. Each time, I received the exact same response days later, asking for the same information again, as if my previous replies were ignored. After a full week of this back-and-forth, I was finally told my query had been escalated to the relevant department. That was another week ago, and I’ve still received no feedback. At this point, it feels like customers are being sent in circles rather than helped. Extremely disappointing experience, especially for a new account holder.
1 reviews | Active since Jan 2020
recently opened an account with Identity Clothing and was told I have R780 available in credit. However, every attempt to use this credit has been declined with no explanation. What’s more frustrating is the complete lack of effective customer support. After contacting customer care, I was asked to confirm my email, ID number, and phone number—which I did promptly. Not once, but twice. Each time, I received the exact same response days later, asking for the same information again, as if my previous replies were ignored. After a full week of this back-and-forth, I was finally told my query had been escalated to the relevant department. That was another week ago, and I’ve still received no feedback. At this point, it feels like customers are being sent in circles rather than helped. Extremely disappointing experience, especially for a new account holder.
The most common complaint about Identity, based on Hellopeter's AI analysis of recent customer reviews, is Accounts, Billing & Digital Platforms. Payments are not allocated, customers in credit cannot retrieve funds, and accounts settled long ago still trigger collection calls. Aggressive debt collection, unauthorised interest charges, temporary credit traps, and POPI breaches dominate complaints alongside non-functional unsubscribe and broken online portals.
Identity has a TrustIndex of 3.5 out of 10 on Hellopeter, based on 109 reviews in the last 12 months. Hellopeter has tracked Identity across 1,135 total reviews. How is the TrustIndex calculated? →