Mocka - New Zealand Reviews 263

Ordered two items 7 days ago… today was informed one of the items is out of stock and due in April… the second item was partly delivered today 1 box out of 2 - seriously poor service! First time using Mocka and after this will it be the last! Can’t wait until IKEA arrives in NZ better quality items for half the price.

no support, product (highchair) 2 years old, they refused to supply parts even thought it is still on their website

Poor phone customer service. Don't want to discuss issues over the phone. Won't even pass phone to a manager and very unhelpful on faulty products.

Would not buy again. 3 out of 4 products are faulty.

Furniture looks good - suitable as display units only as very fragile - not made for day to day use at all. OK for us as it is for look only, not practicality and hard wear. Instructions were good and easy to follow and price was good.

I had got a darcy king single bed for my at the time 3 year old, he is now 5 and 3 of the supports under the bed have snapped off screws and base of support still attached legs snapped off.. when I reached out to mocka about it I was told the beds out of its warranty period so they wont do anything, the welding done on the supports was shotty as. I've never had this happen with a bed ever. Aspiring cot for baby was constantly moldy. I always had to try get rid of the mold. Will NEVER buy anything from mocka again. Poor quality products, poor customer service and dont care if their products are faulty.

Their shipping me is ridiculous. They charge $22 for shipping no matter where you are or what the item. I wanted to purchase some new cushions for our Mocka high chair and the item cost $18, shipping was $22. Go figure.

Horrible quality. I bought a flat pack set of of tall boy drawers for my daughter and they have fallen apart in only 2 years time. The quality of the MDF and joinery has just crumbled and I've had to throw it all out. Avoid purchasing from Mocka. Go to imported Ikea instead. My son's Ikea drawers have lasted 8 years and still going strong.

I had the best service from Beth at Mocka. She was absolutely lovely to deal with and i was very happy with the outcome. Definitely makes me want to do all my shopping at mocka as I have a lot of trust in the service and can see the are a solutions based company 😊

Terrible quality drawers…bought 5 weeks ago and they were so hard to assemble. But have been nothing but trouble. There were no holes where the runners were supposed to go.
The runners keep getting stuck and bending, the face pieces keep coming undone despite me trying to tighten. One of the drawers just broke from me trying to fix it because the materials are so cheap. They’re not sturdy at all….$250 ish is a lot of money for drawers to last a month…

I ordered 3 pieces of furniture , 1 arrived in 3 days the others still missing. No one has replied to my email as to where the other pieces are and i havent been supplied witha tracking number.

Purchased a couple of items from Mocka and delivery was efficient. One of which was a rug that was hard to imagine in the room I purchased it for but I went ahead with it based on their return policy for "change of mind" purchases.

Condition of the policy was that items had to be in original packaging so when it arrived, while I couldn't actually unpack it to see if it worked, I immediately felt like the color was not quite right so to avoid any refusal to return it I didn't open it.

Advised Mocka that I would be returning it only to discover the courier cost to return it was going to be upwards of $50 when the rug alone cost $189. Mocka would not assist with organising a courier even though they have access to premium rates.

I decided to try and sell the rug online for slightly cheaper than what I paid as figured I might be able to reduce the loss only to discover that immediately after my purchase Mocka had reduced the value of the rug to $150 making it impossible to sell for anywhere near what i paid for it. Raised it with Mocka who's response was pretty much "Sorry, but not sorry".

Moral of the story, return policy really doesn't help much - make sure you are 100% sold on the item that you are purchasing to avoid disappointment.

Replaced a faulty item, no questions.
I bought a wall shelf that was faulty/bent.
They sent a replacement no questions asked.

Best service I’ve experienced in a while. Ordered 6 pieces of furniture 11pm Tuesday night. Was delivered Thursday morning.

Started assembly and was missing a part. Sent a message to the live chat and had a replacement part on the way within 15 minutes.

When I ordered and paid for the item I purchased I was prompted to "Leave instructions", I instructed them to "Please deliver on Thursday or Friday as I work from home those days". The parcel was duly delivered on Wednesday and left out in the rain until we arrived home around 7:00 pm. When i emailed Mocka and expressed my disapproval and advised them to remove me from their mailing list i received the following email from Beth: Hi Wayne,

Thank you for getting in touch!
We use a courier service who deliver between Monday to Friday, 9am to 5 pm only, delivery is dependent on the courier schedule.

The couriers are not issued with work phones, so cannot call before or during the day of delivery and advise of a specific time for delivery.
All deliveries do not require a signature on delivery. If you are not available at delivery time our couriers will leave the goods in a safe place, if that’s not possible they will be taken to the nearest depot for collection, or the courier will leave a calling card with their details so you can contact them to arrange re-delivery when you will be home to accept.

We do need to let you know that if your goods are being delivered to an apartment complex, they can only be delivered to the ground floor. Due to Health and Safety reasons, couriers cannot deliver goods up lifts or stairs.

If for any reason the courier is unable to gain access to the property due to a locked gate or secured building, a calling card will be left to arrange re delivery.

Some important information to consider: Please make sure you choose the most suitable option so that our couriers can do their best to accommodate your request. Unfortunately, we cannot accept any responsibility for packages that are removed/lost/stolen/damaged that were instructed to be left at an address.

Really hope this clarified.

Kind Regards,
Beth
Customer Service

If we had not arranged to have the parcel left we would have received a card to arrange delivery and an extra charge would be levied for the delivery I had already asked for.

Quiet disappointing that MOCKA don't advertise that the table (and chairs ) are sold separately I ordered a $400 dining table and chairs only for the table to arrive and then I read the chairs are sold separately total ripoff when they should advertise that things are sold separately, not down in the little notes that "chairs are sold separately I'm pissed off I can't afford an extra $400+ for the chairs it should have came with NOT HAPPY and will not make big stupid purchases from here UGH!

I purchased a set drawers from Mocka less than 12 months ago. A few of the drawers needed reparing after a short period of time. We tried to fix them but they broke again and are unusable. I emailed Mocka and received an automated reply advising we are sorry but we do not offer any parts or replacement for 'wear and tear'. So if opening and closing drawers that break within 12 months constitutes wear and tear then I would suggest you don't waste your money on a flimsy product that doesn't last. The company are happy to take your money and offer no customer service once delivered.
I don't normally post negative reviews but feel very disappointed with this product and the way my email was responded to.

Appalling experience with Mocka.

Ordered a dining set (table, bench, two chairs) and only half of it arrived. To add insult to injury, the bits that did arrive (chairs) were faulty/damaged.

After raising the damage with their customer service team, they tried to fob us off by offering 'replacement parts' instead of just sending out the full product. What a nightmare.

I thought the purpose of customer service was to make the customer's life easier... but no, they asked us to dismantle the broken chairs (almost impossible to do without causing further damage because of the crappy screw head quality) so that they could save a few bucks.

After FINALLY agreeing to just replace the damn things, we are still (two weeks later) waiting for the original dining table to arrive alongside the replacement chairs. This is appalling... especially when you consider that the warehouse is 20 minutes away from where we live.

Mocka can't give us any meaningful information about where the order is or when we can expect it to arrive. Needless to say, my partner and I won't be shopping here ever again.

I've ordered lots of things from mocka over the years-a kids bed, kids table and chairs, high chair, side table and 2 sets of drawers.
Always fantastic service and good products that always look better than expected. I will continue to shop at mocka as their products are reliably very good.

Really disappointed. My partner and I ordered a few pieces of furniture from Mocka. The entertainment unit we ordered was missing a bracket meaning we could not assemble it. This was ordered over 3 weeks ago. A member of mocka took our email showing a detailed photo of the missing piece. And over a week later another bracket turned up which to our further disappointment was the incorrect bracket. So basically it’s now been almost a month since we placed our order we still cannot the assemble unit. We haven’t been offered any store credit, discount code or other compensation. The furniture pieces are good but we won’t be using mocka again in future due to this.

OMG. Should have looked at the reviews before purchasing. Sent wrong coloured tables. Don't know how as it is in a huge font size. But what a complete drama of trying to deal with them to sort it. They wanted proof which I was happy to provide but the tooing and froing was just unbelievable. It was so stressful. Hopefully they have closed my account. No longer want to deal with an incompetent company.
Mocka if you are going to respond don't ask me to contact your customer service. I've had enough.
Update,going by all the comments from people and most are recent you haven't learnt anything.