Noel Leeming Group - Northcote

Noel Leeming is ok but don't understand why they use notorious nzpost as a partner which spends 7-10 days to deliver a parcel in Auckland right now. Not recommended.

NOEL LEEMING ORDER: WD ULTRA 1TB USB 3.0 EXTERNAL HDD BLACK. Order No: NL01009227 3 June 2019 12.11 PM processing notice received. 3 June 2019 12.12 PM order processed notice received. 6 June no further notification received so attempted to phone help desk for update. After interminable waits and constantly receiving message ‘we are currently experiencing high call volume’ (perhaps meaning we are seriously understaffed) I gave up. Later in the day after more attempts at reaching help desk I finally received a reply. Was told that the order had been dispatched from Sylvia Park on the 4th but he could not contact Noel Leeming New Lynn, the nominated pick up point, and told me to try. Once again so much for customer care. Here’s the rub: Noel Leeming New Lynn did not answer their phone and the calls were transferred back to the help centre. Same old same old and back to square 1. 7 June Noon. Went in store New Lynn. Was told order had not been dispatched. End of story. Once again so much for customer care. 10 June after interminable waiting and transfers back to call centre finally made contact with store. At last someone who cares, he went out to storage and found item was there. Strange but true, only minutes after, 3.37 PM I had received an email saying the item was ready for collection. 11 June my second in store visit. Picked up item, took it home and discovered it was for a MAC not what I had ordered. The system and customer care is obviously in a total state of disarray. 14 June and 11 days later, my third in store visit. Was told a replacement would be ordered and would be in store in approximately 5? days. Now being totally distrustful I asked her to email me some form of proof that this had happened. Guess what, that never happened BUT AT 2.47 PM I HAD RECEIVED AN EMAIL ASKING ME TO GIVE FEEDBACK ON AN ITEM I HAVE NEVER RECEIVED. If my experience is anything to go by, Noel Leeming must be losing thousands of dollars in new and repeat business, and I can guarantee the top bosses will never hear of this debacle, in fact I will be surprised if this email is acknowledged. Roll on Amazon. PS. Although a different scenario had an equally bad experience with Warehouse Stationery. Should have learnt by now. Ted

Pretty poor phone service, purchased an iPhone and was told to go to another store to collect as no stock in my local store - so I drove to the other side of Auckland the following day, and no stock left in the building despite being told the computer system showed 2 in stock. Spent nearly an hour with 2 phones dialing both the local store and the 0800 number direct - before i got resolved - ended up having to drive to yet another store to collect my phone - sort your staffing/phone systems out NL - I'm NOT impressed.

Be careful what you pay for as you'll be double charged then have no way to get your money back. It's been 2 days so far and NL customer care can't even reach their own accounts/online processing team to arrange a refund!!

BUNCH OF SCAMMERS WHO ARE HAPPY YO TAKE MONEY BUT WHEN THERE ARE PROBLEMS THEY CANNOT RESOLVE THEM OR EVEN HAVE THE DECENCY TO OWE UP

Today (13th June 2021) myself and my husband went into store to return a faulty item. We had purchased a GoPro which didn’t charge as there was something wrong with the battery. The staff at the customer service counter told us they would need to send the camera away to have it checked and they would get back to us. We explained that under the Consumer Goods Act we were entitled to a refund as it was faulty. The girl didn’t understand the policy so she went to get another member of staff. The young man came over quite hot headed. He was abrupt and rude. I asked to see their policy as he was saying that they didn’t need to give us a refund even though we were telling them it was faulty. He then showed me a little sign that was sitting on the counter and the writing was so tiny it was almost impossible to read. On the sign it quite clearly stated that if the consumer can show that an item is faulty they can chose to either exchange it or get a refund. He carried on disputing this so my husband asked to speak to his superior. The manager came over and he quite literally said to me that some people don’t tell the truth therefore Noel Leeming like to run their own checks. I was gobsmacked. So I asked him “Noel Leeming doesn’t trust their customers? Is that what you’re saying?”. He then said he was just following their procedure. I showed him the sign that the previous member of staff had given me and I told him that nowhere on their OWN sign did it say that if an item is faulty they need to send it away to check that the customer is telling the truth. The manager left us with no choice but to leave the camera with him and he told us he would get back to us and let us know if their team decide if the item is faulty or not. We had a crowd of staff just stood around gawping at us. We will never shop here ever again.

BEWARE! Twice I've tried to return faulty purchases (once via their chat, and once at Sylvia Park), and twice they've tried to say it's "physical damage" so they won't return it. Is that even a thing? They're legally obliged to replace or repair faulty products! I've successfully argued both times but it's frustrating and exhausting. To return something, very simply say "it broke even though I did nothing wrong". It's obviously their policy to say "physical damage" to try to get out of replacing faulty products. However, I've received awesome service from Botany store.

During lockdown, I purchased a shaver online. Before I placed this order I double-checked with NL's staff if it is made in Netherlands. I was told clearly it is made in Netherlands. I received it and found it is not made in Netherlands. I want to return it but NL declined my request because 'it's personal care product and it's out of 14 days policy'. Your policy wouldn't apply during lockdown. and the package is never opened. No one from NL is taking responsibility of giving me the wrong information.