Refinery South Africa
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Refinery South Africa is facing serious customer experience challenges across nearly every operational area. Customers describe widespread frustration with online order fulfilment, unresponsive support, refund disputes, and inconsistent in-store staff behaviour. A handful of positive interactions at specific branches stand out, but the overall sentiment is dominated by disappointment, delays, and feelings of being ignored or dismissed.
TrustIndex
2.1
NPS Score
-85
Recommended: Unlikely
Sep '25 - Aug '26
Based on recent customer reviews, Refinery South Africa is facing serious customer experience challenges across nearly every operational area. Customers describe widespread frustration with online order fulfilment, unresponsive support, refund disputes, and inconsistent in-store staff behaviour. A handful of positive interactions at specific branches stand out, but the overall sentiment is dominated by disappointment, delays, and feelings of being ignored or dismissed.
Refinery South Africa has a TrustIndex of 2.1 out of 10 on Hellopeter, based on 58 reviews in the last 12 months. Hellopeter has tracked Refinery South Africa across 233 total reviews. How is the TrustIndex calculated? →
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 Jul 2019
I have sent my colleague to refinery limpopo mall store to get me a jersey, he bought the small size and something I don't like. I went to the store to return it and I was told because he used a debit card I should get something else and the store is not my favorite and I don't like their stuff. I would like to return the jersey because it was paid and I don't stay near that store
1 reviews | Active since Jul 2019
I have sent my colleague to refinery limpopo mall store to get me a jersey, he bought the small size and something I don't like. I went to the store to return it and I was told because he used a debit card I should get something else and the store is not my favorite and I don't like their stuff. I would like to return the jersey because it was paid and I don't stay near that store
1 reviews | Active since Jul 2014
I am soooo disappointed in the service I got from Refinery at KwaMnyandu Mall in Umlazi, Durban. I placed a laybye in March and I collected the laybye on 4 May, when collecting I advised the guy that was helping that I lost the slip, he didn't have any problem with that and asked for my ID, which I handed to him gladly. When I got home, the dress is now big so I decided that I will return it. When I got there on the 5th of May, the lady that was at the till remembered that I fitted the dress on the day of the laybye, She also remembered that I fitted a Large and it was too tight and I just took a XL and put it on laybye (this will show you that I am a regular customer at that store). She suggested that I exchange it, I told her that there is nothing I like at that moment. She said that I will get a voucher and she had to go and get her manager/ supervisor, whatever that Ayanda girl is. The Ayanda person came and told me to 'read' the return rules, if I don't have a slip of the laybye I cannot get a refund or a voucher, I have to do an exchange. So I asked her how was it possible to take out the laybye without the slip, she can still use my ID, she said NO. I asked for a reprint of the laybye slip and she said will NOT print the slip for me because that is *****. So, all of a sudden I am a customer that paid the day before and I am now there to do *****. Ayanda said that she will not give me the voucher or a refund, meaning that I have to exchange even though I saw nothing to exchange to at that store on that day. I asked where can I complain and she said she will give me her Area Manager's number, with great sarcasm. I asked for her name and she was just plain rude and did even care and had a stinking attitude. I still have that dress in my car boot, I am very angry about this.
1 reviews | Active since Jul 2014
I am soooo disappointed in the service I got from Refinery at KwaMnyandu Mall in Umlazi, Durban. I placed a laybye in March and I collected the laybye on 4 May, when collecting I advised the guy that was helping that I lost the slip, he didn't have any problem with that and asked for my ID, which I handed to him gladly. When I got home, the dress is now big so I decided that I will return it. When I got there on the 5th of May, the lady that was at the till remembered that I fitted the dress on the day of the laybye, She also remembered that I fitted a Large and it was too tight and I just took a XL and put it on laybye (this will show you that I am a regular customer at that store). She suggested that I exchange it, I told her that there is nothing I like at that moment. She said that I will get a voucher and she had to go and get her manager/ supervisor, whatever that Ayanda girl is. The Ayanda person came and told me to 'read' the return rules, if I don't have a slip of the laybye I cannot get a refund or a voucher, I have to do an exchange. So I asked her how was it possible to take out the laybye without the slip, she can still use my ID, she said NO. I asked for a reprint of the laybye slip and she said will NOT print the slip for me because that is *****. So, all of a sudden I am a customer that paid the day before and I am now there to do *****. Ayanda said that she will not give me the voucher or a refund, meaning that I have to exchange even though I saw nothing to exchange to at that store on that day. I asked where can I complain and she said she will give me her Area Manager's number, with great sarcasm. I asked for her name and she was just plain rude and did even care and had a stinking attitude. I still have that dress in my car boot, I am very angry about this.
1 reviews | Active since Jun 2022
Worse experience ever, bought kids clothing online which where too big for him, returned them at thavhani mall and didn't get stock then the following week I went there on thr 12 to get a refund which they didn't have funds and told me they will give me a voucher, from collecting the voucher i was told i will receive the voucher via my phone, kept it in the car waiting for a chance to go to plk and buy there where the are kiddies clothes, 2 weeks after i was involved in an accident and thr slip was in the car and when the car was written off after accssment it was placed far, went to istore to see if i can retrieve messages that perhaps went on trash, and couldn't get any from refinery, then on the 23rd went to makhado Crossing to ask of the process and the ladies told me it can only be retrieve that side, call the manager in thohoyandou who confirmed being there on their system but can't retrieve the numbers, it can only be done while im there via thina city, told her im 72kms away and said thats the only way, on the 24th i drove to Thohoyandouin the morning, 9am opening time i was still outside with the shop closed, 9h4 they opened halfway for a guy who worked at sportscene, 9h9 then opened, i asked for the late opening and they said the where in a meeting, 2 sales lady where busy with time cards on they books while the manager chatting with the guy, when she was done i explained myself and my reasons for coming to the store, her phone rang without being excused went tp the back to answer it, after 15 minutes came back to tell me that she asked other stores and showed me a screenshot on her phone that stated that no voucher can be retrieved by the store from asking her that yesterday you gave me hope that it can be retrieve if im there, then she answered with emotions that she won't waste her time with things that are stated on their policy, started askies for the numbers from the colleagues went back to call whoever then waited for another 35 minutes with no feedback at the end she told me i have tried my best, you can call them yourself and give me the numbers or else accept that the money is gone, i left the shop shocked with the treatment im given by a woman who is pregnant over the loss of my child's winter clothes
1 reviews | Active since Jun 2022
Worse experience ever, bought kids clothing online which where too big for him, returned them at thavhani mall and didn't get stock then the following week I went there on thr 12 to get a refund which they didn't have funds and told me they will give me a voucher, from collecting the voucher i was told i will receive the voucher via my phone, kept it in the car waiting for a chance to go to plk and buy there where the are kiddies clothes, 2 weeks after i was involved in an accident and thr slip was in the car and when the car was written off after accssment it was placed far, went to istore to see if i can retrieve messages that perhaps went on trash, and couldn't get any from refinery, then on the 23rd went to makhado Crossing to ask of the process and the ladies told me it can only be retrieve that side, call the manager in thohoyandou who confirmed being there on their system but can't retrieve the numbers, it can only be done while im there via thina city, told her im 72kms away and said thats the only way, on the 24th i drove to Thohoyandouin the morning, 9am opening time i was still outside with the shop closed, 9h4 they opened halfway for a guy who worked at sportscene, 9h9 then opened, i asked for the late opening and they said the where in a meeting, 2 sales lady where busy with time cards on they books while the manager chatting with the guy, when she was done i explained myself and my reasons for coming to the store, her phone rang without being excused went tp the back to answer it, after 15 minutes came back to tell me that she asked other stores and showed me a screenshot on her phone that stated that no voucher can be retrieved by the store from asking her that yesterday you gave me hope that it can be retrieve if im there, then she answered with emotions that she won't waste her time with things that are stated on their policy, started askies for the numbers from the colleagues went back to call whoever then waited for another 35 minutes with no feedback at the end she told me i have tried my best, you can call them yourself and give me the numbers or else accept that the money is gone, i left the shop shocked with the treatment im given by a woman who is pregnant over the loss of my child's winter clothes
1 reviews | Active since May 2022
I’m really disappointed with my recent experience. I purchased a dress using a virtual card and requested a refund, but was told it couldn’t be processed because I don’t have a physical card and the store doesn’t have cash available. I visited the store on two consecutive days. On the first day, an assistant even called another branch and confirmed I could come in, but when I got there the next day after travelling, I was given the same refusal. This was very inconvenient and frustrating. It also didn’t help that the assistants weren’t wearing name tags, making it difficult to identify who assisted me. I would appreciate a proper resolution, as refunds to virtual cards should be possible.
1 reviews | Active since May 2022
I’m really disappointed with my recent experience. I purchased a dress using a virtual card and requested a refund, but was told it couldn’t be processed because I don’t have a physical card and the store doesn’t have cash available. I visited the store on two consecutive days. On the first day, an assistant even called another branch and confirmed I could come in, but when I got there the next day after travelling, I was given the same refusal. This was very inconvenient and frustrating. It also didn’t help that the assistants weren’t wearing name tags, making it difficult to identify who assisted me. I would appreciate a proper resolution, as refunds to virtual cards should be possible.
1 reviews | Active since Nov 2023
Maponya mall refinery refusing to give my refund..I used the plus money rewards point they cant see what I bought.
1 reviews | Active since Nov 2023
Maponya mall refinery refusing to give my refund..I used the plus money rewards point they cant see what I bought.
1 reviews | Active since Nov 2023
They are refusing to give ma refund despite having proof that I bought in this store with plus more reward program
1 reviews | Active since Nov 2023
They are refusing to give ma refund despite having proof that I bought in this store with plus more reward program
1 reviews | Active since Apr 2026
I seriously never read reviews before I ordered but I already ordered and the delivery driver got my address wrong and I asked him I was not in the wrong because I wrote my address properly on my order but he said he blamed the dispatch team for not writing the address properly. I sent an email and they said I would receive a link to reschedule delivery but I have not .The delivery is **** ..please do not order online from refinery. They online service is nonsense.Rather walk into the store
1 reviews | Active since Apr 2026
I seriously never read reviews before I ordered but I already ordered and the delivery driver got my address wrong and I asked him I was not in the wrong because I wrote my address properly on my order but he said he blamed the dispatch team for not writing the address properly. I sent an email and they said I would receive a link to reschedule delivery but I have not .The delivery is **** ..please do not order online from refinery. They online service is nonsense.Rather walk into the store
