mountkiwi.co.nz Reviews 2

Reply from mountkiwi.co.nz

Feb 11, 2026

Your review 100% misrepresents the facts & nature of our interaction. You placed your orders on a Thursday. Your order confirmation email clearly states orders are dispatched within 3 business days (Mon-Fri). Our website Shipping page states the same. At the time you sent your email (on Saturday, outside business hours) only 1 business day had elapsed. There was no delay, no failure to ship, & no false advertising.

Your first & only email to us did not request clarification. Instead, you accused us of falsely advertising stock availability, asserted (without basis) that we were 'selling out-of-stock items', claimed we were “holding your money for an indeterminate amount of time,” & demanded a refund within 24 hours under threat of a chargeback - despite our published dispatch timeframe not having been exceeded.

Personal anxiety, fear of online scams, or negative experiences with unrelated companies are not an excuse for failing to read your confirmation email, ignoring the shipping timeframes published on our website, or communicating in an aggressive & accusatory manner. A polite request for clarification would have been sufficient.

Our response addressed your incorrect assumptions directly & factually, explained our dispatch process, confirmed your orders had already been prepared for courier collection, & clarified that your claims were unfounded. That response was firm, polite, and entirely professional. We stand by both its tone & content.

We do not advertise “100% premium cotton,” we do not sell products from China, and your comments about “nylon trash” and Facebook advertising practices are wholly unrelated to our business or our products.

Due to the aggressive & accusatory nature of your email (including the chargeback threat where no breach had occurred) we chose to cancel your orders, issue full refunds, & decline future custom. This decision was deliberate, appropriate, & final. You've since characterised our response as “arrogant,” “rude,” “contemptuous,” & “absolutely disgusting.” In the interests of transparency, we are publishing below the firm but professional response you ACTUALLY received, so readers can judge for themselves.

"Hi Oliver,
Thank you for your email.
We need to address your opening assumption first.
You state that because 72 hours have elapsed, you have “to assume the items you purchased were not in stock, or only partially in stock". There is no factual basis for that assumption.

- Items that are out of stock are either not available for purchase, or they ARE available for purchase on pre-order, and the fact they are on pre-order is made abundantly clear throughout the entire customer purchasing process. There is no scope for confusion. The items you ordered were neither out of stock nor on pre-order.

At no point is a 72-hour turnaround advised.

Our shipping system confirms shipping labels for both orders were created yesterday (Friday). This means both parcels were fully prepared & placed in the warehouse pick-up bay, ready for the next available courier collection. Couriers do not operate Sat-Sun, so pick-up was scheduled for Monday. This is standard logistics practice & does not constitute a "failure to ship".

Your suggestion that funds are being “held for an indeterminate length of time at the seller’s convenience” is also false. Payment processing follows standard, regulated timelines & is not discretionary.
What we do not appreciate is the tone & content of your email: making unfounded accusations, drawing incorrect assumptions, and threatening a chargeback where no breach has occurred. This behaviour is inappropriate & unnecessary. As a direct result, both orders have been cancelled, and full refunds will be processed.  No future orders will be accepted. We don't engage with customers who communicate in this manner. We recommend in future you review shipping information prior to purchase & refrain from ordering if those terms do not suit you.

Kind regards,
Julie"