Myrunway.co.za
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Myrunway.co.za delivers a polarised experience. Customers consistently praise named support agents like Carla, Kim, and Melanie for fast, personable resolutions, alongside affordable pricing and quick deliveries when systems work. However, delivery delays via DPD Laser, slow refund turnaround, and recurring wrong-item or sizing errors create significant friction, undermining trust for a meaningful segment of buyers.
TrustIndex
4.6
NPS Score
45
Recommended: Likely
Sep '25 - Aug '26
Based on recent customer reviews, Myrunway.co.za earns strong praise for its support team, with named agents like Carla, Kim, Melanie, and Roxanne repeatedly credited for warm, fast resolutions. However, customers describe a polarised experience where delivery delays, courier failures via DPD Laser, and prolonged refund timelines repeatedly undermine the strong frontline service culture and brand loyalty.
Myrunway.co.za's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. Customers consistently name agents like Carla, Kim, Melanie, Calandra, Roxanne, and Melina as exceptional, going above and beyond on returns and queries. The support culture is a clear differentiator when customers reach a live agent, building real loyalty and repeat purchasing.
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 Mar 2012
I received such amazing service from Carla and the team. I bought a pair of shoes, and when they were delivered, I noticed they had a few scratches on the top. Since I had purchased them for a special occasion, I contacted the store and explained the situation. They immediately assisted me and promised a replacement before Tuesday, even though this was only discussed on Thursday. To my surprise, they delivered the replacement pair on Monday at the exact same time they collected the return. I honestly couldn’t be happier with the service. I’ve been a loyal customer since 2012, and I’m truly impressed by how their customer service just keeps getting better over the years. Thank you so much, Carla and team!
1 reviews | Active since Mar 2012
I received such amazing service from Carla and the team. I bought a pair of shoes, and when they were delivered, I noticed they had a few scratches on the top. Since I had purchased them for a special occasion, I contacted the store and explained the situation. They immediately assisted me and promised a replacement before Tuesday, even though this was only discussed on Thursday. To my surprise, they delivered the replacement pair on Monday at the exact same time they collected the return. I honestly couldn’t be happier with the service. I’ve been a loyal customer since 2012, and I’m truly impressed by how their customer service just keeps getting better over the years. Thank you so much, Carla and team!
1 reviews | Active since Feb 2023
I am a frequent online shopper, and I’ve shopped from many different platforms. Unfortunately, My Runway is by far the worst online shopping experience I’ve ever had. My order took much longer than it should have to be delivered. I then had to return half of my parcel because the sizing was misleading — for example, the sweatpants never stated that they were skinny fit. Although the return collection was arranged quickly, there was absolutely no communication afterwards. I had to follow up myself just to confirm whether they had even received my return. I also brought to their attention that the refund amount shown on the return request email was incorrect, and I was assured that it would be corrected. However, 11 days later, I received the refund and it was still the exact wrong amount I had already pointed out before. I am really disappointed with the overall experience. I hate struggling to get basic assistance, and I hate it even more when there is little to no communication. But the final straw for me was receiving the incorrect refund amount after already reporting the issue well in advance.
1 reviews | Active since Feb 2023
I am a frequent online shopper, and I’ve shopped from many different platforms. Unfortunately, My Runway is by far the worst online shopping experience I’ve ever had. My order took much longer than it should have to be delivered. I then had to return half of my parcel because the sizing was misleading — for example, the sweatpants never stated that they were skinny fit. Although the return collection was arranged quickly, there was absolutely no communication afterwards. I had to follow up myself just to confirm whether they had even received my return. I also brought to their attention that the refund amount shown on the return request email was incorrect, and I was assured that it would be corrected. However, 11 days later, I received the refund and it was still the exact wrong amount I had already pointed out before. I am really disappointed with the overall experience. I hate struggling to get basic assistance, and I hate it even more when there is little to no communication. But the final straw for me was receiving the incorrect refund amount after already reporting the issue well in advance.
1 reviews | Active since May 2026
I always use myrunway as they are (for me) the best fashion store in South Africa , I would describe them as dark horses of the industry, underatted but extremely pleasing, i recently submitted a request on and update on my return on sunday and was swiftly given a response by Monday morning (next working day) by a lady named Leah from the myrunway team , which is the main reason im writing this email as she made me an even happier customer to know that I'll always get a response even if its an update on a return. It strengthens my loyalty as a myrunway customer 🧡
1 reviews | Active since May 2026
I always use myrunway as they are (for me) the best fashion store in South Africa , I would describe them as dark horses of the industry, underatted but extremely pleasing, i recently submitted a request on and update on my return on sunday and was swiftly given a response by Monday morning (next working day) by a lady named Leah from the myrunway team , which is the main reason im writing this email as she made me an even happier customer to know that I'll always get a response even if its an update on a return. It strengthens my loyalty as a myrunway customer 🧡
1 reviews | Active since May 2026
Carla was professional when assisting me with my refund. The process was handled quickly and efficiently, and my refund was returned much faster than expected. Thank you, Carla, for the excellent service and smooth support experience!
1 reviews | Active since May 2026
Carla was professional when assisting me with my refund. The process was handled quickly and efficiently, and my refund was returned much faster than expected. Thank you, Carla, for the excellent service and smooth support experience!
1 reviews | Active since May 2026
Their customer service is awful! I have placed an order on 25 April 2026. To date I have not received my parcel. After numerous follow up emails, no solution was offered to me. Instead you apologize for inconvenience. That is not the answer I want!! Since when did it become the responsibility of the customer to follow up regarding deliveries?? You have great deals on clothing but your customer service is poor and that unfortunately overshadowed the purchase that I made, to an extent that I am not even excited to receive the parcel, after which I had to enquire!!!
1 reviews | Active since May 2026
Their customer service is awful! I have placed an order on 25 April 2026. To date I have not received my parcel. After numerous follow up emails, no solution was offered to me. Instead you apologize for inconvenience. That is not the answer I want!! Since when did it become the responsibility of the customer to follow up regarding deliveries?? You have great deals on clothing but your customer service is poor and that unfortunately overshadowed the purchase that I made, to an extent that I am not even excited to receive the parcel, after which I had to enquire!!!
1 reviews | Active since May 2026
Myrunway provides sale prices on all my favourite brands especially Woolworths. But what I like most is if anything goes wrong with my order they are quick to provide customer support through email feedback. They make an easy transition of returning items especially refunds where due. MyRunway is always my first online shopping choice for good quality products at sale prices.
1 reviews | Active since May 2026
Myrunway provides sale prices on all my favourite brands especially Woolworths. But what I like most is if anything goes wrong with my order they are quick to provide customer support through email feedback. They make an easy transition of returning items especially refunds where due. MyRunway is always my first online shopping choice for good quality products at sale prices.
The most common complaint about Myrunway.co.za, based on Hellopeter's AI analysis of recent customer reviews, is Delivery, Fulfilment & Logistics. DPD Laser is repeatedly named as a source of failed, delayed, or lost deliveries. Customers describe parcels stuck in transit for weeks, missed delivery windows, and no proactive communication. The courier partnership is actively eroding trust in an otherwise loved brand.
Myrunway.co.za has a TrustIndex of 4.6 out of 10 on Hellopeter, based on 165 reviews in the last 12 months. Hellopeter has tracked Myrunway.co.za across 674 total reviews. How is the TrustIndex calculated? →
