Had an issue with MECCA? Get a real response.
How to submit a complaint with MECCA
You can lodge a complaint with MECCA through several official channels:
📞 Phone (Fastest Human Support)
Call 1800 007 844 to speak with a MECCA Customer Care representative. Have your order number and details ready for faster handling.
📝 Online Contact Form / Email
Visit MECCA’s official Contact page to submit an enquiry form or email their support team. Include your order number, contact details, and a clear description of the issue.
💬 Live Chat (Real-Time Help)
Available through the MECCA Help Centre during business hours. Select the chat icon to connect directly with a Customer Care agent.
📱 In-App Support
The MECCA app includes help options, FAQs, and chat pathways for lodging complaints or feedback easily.
🏬 In-Store Support
Visit any MECCA store and ask for a Store Manager. They can resolve many issues on the spot including faulty products, incorrect advice, or poor service experiences.
Steps at a Glance
– Have your order details/account info ready
– Choose phone, form, email, chat, app, or in-store
– Clearly explain your issue and desired outcome
– MECCA logs your complaint and provides a reference number
Using these official channels ensures your complaint enters MECCA’s formal resolution workflow, giving you the fastest route to a fair outcome.
After a complaint is submitted:
1. Acknowledgment & Case Creation
MECCA logs your complaint and provides a confirmation or case number. Sensitive complaints may be escalated to senior Customer Care or a Privacy Officer.
2. Case Review
A MECCA representative reviews the complaint details and may request more information (e.g. photos of damaged items, order documentation, or store visit details).
3. Communication & Updates
MECCA generally responds within a few days. By policy, they aim to resolve all complaints within 30 days, though many issues are resolved far sooner.
4. Resolution Offer
Depending on the issue, MECCA may provide:
• Refund or store credit
• Replacement or exchange
• Apology & corrective action (e.g. staff retraining)
• Additional follow-up for service issues
Product faults typically require the item to be returned prior to refund or replacement.
5. Follow-Up & Finalisation
MECCA contacts you with the final outcome, next steps (like return labels), and ensures you understand how the issue will be resolved.
Common complaints against MECCA
Common MECCA complaints include:
1. Shipping Delays & Missing Parcels
Customers sometimes report long delivery delays, missing packages, or no tracking updates - especially during peak periods.
2. Poor In-Store Service Interactions
Some shoppers have reported rude staff, incorrect product advice, or lack of assistance. Experiences vary significantly by location.
3. Faulty or Damaged Products
Examples include damaged cosmetics, faulty beauty tools, or high-end devices arriving with issues (e.g. a Dyson tool with a damaged cord).
4. Returns & Refund Challenges
Issues arise when customers lack proof of purchase or when refund processing takes longer than expected.
5. Pricing or Stock Issues
Confusion around promotions, perceived high pricing, or items going out of stock can trigger complaints.
Most issues relate to fulfilment, communication, and staff experience, but MECCA has set processes to resolve each one.
MECCA complaints submitted through Ajust
How other consumers MECCA complaints got resolved
Fast Delivery Despite Concerns: A customer worried about delays ordered early in the week. MECCA delivered within three days, exceeding expectations and reinforcing that many orders arrive on time.
Faulty Product - Refund Issued After Return: A Dyson Airwrap arrived damaged. MECCA requested return of the item, processed the refund within the usual 15–16 day window, and communicated clearly throughout.
In-Store Service Issues—Retraining & Apology: Customers who reported rude service received apologies from MECCA Customer Care and assurance that store teams would undergo retraining.
If your complaint isn’t resolved initially:
1. Request a Supervisor
Politely ask for a Customer Care manager or team leader to review your case.
2. Lodge a Formal Written Escalation
Send a detailed escalation email with your case number to MECCA Customer Care.
You may also send formal letters to MECCA’s head office (Richmond, VIC).
3. Use Social Media Carefully
Contacting MECCA via Facebook or Instagram DM may prompt faster internal routing (never post personal details publicly).
4. Visit a MECCA Store
A store manager can often override or expedite resolutions such as exchanges, returns, or product assessments.
5. Provide Documentation
Keep all emails, receipts, photos, and timestamps. Reference these in your escalation for faster processing.
Escalation often leads to faster responses and manager-level discretion on refunds or exceptions.
If MECCA cannot resolve your complaint:
State/Territory Fair Trading / Consumer Affairs
The fastest external escalation for unresolved retail complaints. They assist with mediation and enforce consumer rights under Australian Consumer Law.
Examples:
• NSW Fair Trading
• Consumer Affairs Victoria
• QLD Office of Fair Trading
Search: “[Your State] fair trading complaint”
ACCC (Australian Competition & Consumer Commission)
Submit reports about retailer misconduct, unsafe products, or systemic issues.
(ACCC does not resolve individual cases but tracks patterns for national action.)
Product Safety Reports
If your complaint involves an unsafe product, you can report it via Product Safety Australia.
Small Claims Tribunal (NCAT / VCAT / QCAT)
If the dispute involves significant value or MECCA refuses a lawful remedy, you may escalate to your state’s civil claims body.
Most MECCA complaints resolve internally, external escalation is typically a last resort.
- MECCA Contact Us (Customer Care)
https://www.mecca.com/en-au/customer-care/contact-us - MECCA Returns & Exchanges Policy
https://www.mecca.com/en-au/customer-care/returns-exchanges - MECCA Help Centre (FAQs & Support)
https://www.mecca.com/en-au/help/ - MECCA Store Locator
https://www.mecca.com/en-au/stores/ - MECCA Terms & Conditions
https://www.mecca.com/en-au/help/terms-conditions.html - Product Safety & Consumer Rights – ACCC
https://www.accc.gov.au/consumers/complaints-problems/make-a-consumer-complaint - State Consumer Protection (e.g., Consumer Affairs Victoria)
https://www.consumer.vic.gov.au/contact-us/resolve-your-problem-or-complaint
MECCA Complaints FAQs
You’ve done your part, now it’s time to hold MECCA accountable.
Take the final step and submit a complaint that gets seen and responded to.