Ishka reappears on NSW Fair Trading complaints register after VIC public warning

Eclectic homewares, clothing, and jewellery retailer Ishka has reappeared on NSW Fair Trading’s public complaints register, as the Victorian consumer watchdog urges shoppers to be careful when dealing with the business.

Ishka, which operated a nationwide bricks-and-mortar store network prior to the COVID-19 pandemic, currently runs a superstore in Clayton, Victoria, and a large e-commerce operation.

Many of its online sales are now processed through a dropshipping model, where international suppliers send products directly to buyers, without Ishka itself holding the inventory.

The business has previously blamed export problems caused by COVID-19 disruptions as the cause of some shipping delays.

NSW Fair Trading recently revealed it received 14 formal complaints about Ishka in January 2024.

Businesses that elicit more than 10 formal complaints to NSW Fair Trading in a month are listed on its public complaints register.

The NSW government says the register can provide an “incentive for businesses to deliver better customer service, and help consumers make informed decisions about where to shop”.

In January, NSW Fair Trading registered the same number of complaints against Ishka as it did against major appliance retailer The Good Guys, and four more than were logged against supermarket giant Woolworths.

The January list was topped by technology juggernaut Samsung Electronics, which sparked 64 complaints in the month, and online alcohol retailer Liquorkart, which elicited 61 complaints.

Ishka last featured on the list in October 2023, when NSW Fair Trading received 13 complaints.

Across state lines, Consumer Affairs Victoria (CAV) last month issued its own warning about the business.

On February 8, Director of Consumer Affairs Victoria Nicole Rich issued a public notice, saying it received 38 “consumer contacts” regarding Ishka between October 2023 and February 2024.

That included 23 communications in January 2024 alone, Rich said.

These communications included allegations that:

1. Consumers ordered goods from Ishka which they did not receive;
2. Consumers requested but did not receive refunds following non-supply of goods; and
3. Consumers attempted but were unable to make contact with the business.

“I believe that issuing a statutory public warning notice is in the public interest given the constant level of consumer contacts received by Consumer Affairs Victoria” over that three-month period, Rich said.

“Given the number and serious nature of the issues raised, I urge consumers to be cautious when dealing with Ishka,” Rich continued.

Rich said those with concerns about Ishka should contact CAV.

CAV itself provided further information in a statement, saying customers who did not receive the items they ordered can approach their bank or card provider.

CAV also said customers may be able to organise a chargeback, or flag a dispute with their online payments provider, depending on the method of payment.

SmartCompany has not seen or independently investigated the complaints.

SmartCompany is not suggesting the complaints are true, only that they were made.

Ishka’s terms and conditions state customers should expect products to be dispatched within two to six business days after being ordered, and within 20 days during busy sales periods.

However, ‘online-exclusive’ items “will take up to 6 weeks for dispatch due to being shipped directly from our overseas supplier partners,” the business says.

Further, Ishka said “any guarantees or representations” regarding delivery times are “subject to any delays resulting from postal delays for which we will not be responsible”.

Regarding returns, credit notes, and refunds, the business says it will assess the “condition and age of returned goods prior to offering a repair, credit note, exchange or refund”.

From December 2023, the business says it will no longer honour gift vouchers or store credits issued prior to August 12, 2023, when a different business entity traded as Ishka.

SmartCompany has contacted Ishka for comment.