Novo Shoes Botany Town

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Reviews

1. K Shaw ★☆☆☆☆

   Faulty Product and Poor Customer Service at Novo Botany Store I recently had a highly disappointing experience at the Novo Botany store, which has compelled me to share my concerns about both the quality of their products and their lack of professionalism and customer service. On November 14th, 2024, I purchased a pair of shoes from Novo Botany. Within two hours of wearing them, the elasticated back began to fray, clearly indicating a defect. When I returned to the store the following day to request a refund, I was met with shockingly unprofessional behavior. The store assistant, Jess, informed me that “we don’t do refunds,” which is blatantly incorrect under the Consumer Guarantees Act (CGA) 1993, entitling consumers to a remedy if a product is faulty. Jess handled my request poorly, showing no professionalism or effective communication skills. Instead of resolving the issue, she called her manager while laughing and displayed a complete inability to manage a simple refund request. When I eventually spoke with the regional manager, she was dismissive, patronisingly referred to me as “darling,” and refused to process the refund, claiming she needed further approval from head office. This unacceptable and unprofessional treatment prolonged a straightforward process to an hour of back-and-forth. While a refund was eventually approved by someone named Salena, the process was unnecessarily stressful and frustrating. To make matters worse, I was told the EFTPOS machine was not working, and my request for a cash refund was denied, creating further delays. Throughout the ordeal, Jess repeatedly left the store unattended, raising concerns about store security and demonstrating a lack of situational awareness. It is disappointing that both staff and management are inadequately trained in handling customer complaints and consumer rights under the CGA. Novo Botany needs to take urgent steps to ensure its staff are equipped to handle refund requests and show a basic level of professionalism. I would not recommend shopping here unless you are prepared for poor-quality products and subpar customer service.

   1 year ago
2. Michelle Cross ★☆☆☆☆

   Brought a pair of heels online , after 3 uses the bottom of the heel wore down . Bad material. No one would help me at botany or Manukau as they seemed to be students , had to pay for them to be fixed myself, went in today to complain and the store was closed . Emailed Australia to call me and they emailed saying they could not ring New Zealand numbers . Will never buy here again , and had to pay $50 just to fix a faulty item .

   1 year ago
3. phoenix shi ★☆☆☆☆

   This review is for the novo shoes website, it is the worst website I have ever used, tried at least four times to get registered, always pops up with error message"Something went wrong, please ccontact the shop" but with no contact no or address. Finally registered after a few days, and try to place an order, again, tried several times , failed with the first few times. Last time, works with afterpay, money deducted, but no order received. Contacted the customer service, again, they are the worst customer service I have ever seen, they said the transaction failed in their system, they ask me to contact afterpay to get refunded. I placed the order in their website and used their payment options, now they just throw the responsibility to someone else. Ridiculous. Will never buy anything from them again! I would like to rate 0 star if I could!

   almost 2 years ago

1. Mark Leslie ★☆☆☆☆

   Do you want business or not? Multiple times, either my wife or I have been into this store, and experienced piss-poor customer service! Whomever the 2 salespeople in store this morning were, questioned each other over who had to assist my wife, and then couldn't accept a cash sale, unless it was the exact amount. What nonsense is this, what's the point of having a business if your staff don't want to make sales? And by the way, my wife and I have both also been affected by one of your salespeople closing the store earlier than advertised opening hours in the past, as per one of your previous 1-star reviews... Shocking!

   almost 3 years ago
2. Livi Staples ★☆☆☆☆

   Do not shop at Novo Botany. The young Indian girl on shift today closed the store at 5:40pm but the store hours show that the closing time is at 6pm. I asked if I could purchase a pair of shoes that I had tried on at another branch but unfortunately they did not have my size and she rudely said “no, get out”. It could have been the fastest sale the store made today but because of her service I will never shop at Novo again.

   almost 3 years ago
3. M Z ★☆☆☆☆

   Had absolutely no service, and I can't tell if they are a shoe shop or a wannabe night club, with how loud the music is I'm guessing the latter, not going back it was the absolute worst.

   almost 4 years ago

1. Douglas Fowlie ★★★★★

   After getting terrible service in Manukau I went to Botany and received great service from Karman. Very lovely young woman. :)

   almost 5 years ago

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