Merchant 1948 Newmarket

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Reviews

1. Emma Gadd ★★☆☆☆

   In case this helps someone- their in-store repair service is a bit of a joke, to be blunt. If you’re going to make a big show on your website about being able to repair shoes and make them last, I’d expect a higher standard than just being told to chuck my boots and buy new ones. I expected more from a company that claims to be about quality, just saying. If you want your Merchant shoes to last, go to a proper cobbler. Hopefully this is helpful to someone!

   almost 9 months ago
2. Mengfei wang ★☆☆☆☆

   This was the worst shopping experience I’ve ever had in Auckland. A week ago, I purchased a pair of shoes from this store, but after wearing them once, I noticed significant color transfer onto my socks. When I returned to the store on Saturday to request a refund, I was told I could only exchange the shoes, not return them, because “once returned, they can no longer be sold to other customers.” However, this reasoning makes no sense. If the shoes are exchanged, wouldn’t the same defective product still end up being sold to another customer? Simply swapping the shoes does not resolve the underlying quality issue. This highlights the store’s attitude and approach to customer complaints—avoiding accountability rather than addressing the problem directly. Both the staff and the manager were unhelpful, repeatedly hiding behind “company policy” instead of offering a proper resolution. Extremely disappointing and frustrating service.

   1 year ago
3. alaina brauer ★★★★★

   Such a good customer experience!!! Came to the mall looking for a pair of black ballet flats and no one had my size. Not only was Jade able to help me find a ballet flat in my size but she also provided excellent insight and advice for the perfect fit. She was super helpful!!! So happy with my experience, give that girl a raise!!!

   1 year ago

1. Rosario Valle ★★☆☆☆

   I recently bought a pair of shoes at their Sylvia Park branch. After 3 months of use, they started to fall apart and I decided to go back to the store and ask for a solution. The girls at Sylvia Park were super friendly and they offered me to come to Newmarket for a new pair of shoes as they didn’t have stock of the same ones I had. I came to Newmarket and explained the situation again, one of the ladies who I don’t remember her name, she told me that I could exchange them for a new pair, however if the same issue happened again, I was not going to be able to get any solution again from them. I found this unusual as you expect good quality shoes from these kind of shops where you are paying extra for quality. In fact, this is basically saying that the shoes won’t be good enough again to last me more than 3 months. I was offered to buy something else, but again, not worth it if they can't guarantee they will last me long enough. At the end, I just got a refund and purchased somewhere else. Kind of disappointed as I really liked my first pair! But obviously, quality must be a priority.

   1 year ago
2. Aneez Nabi ★★★★★

   Thank you Daniel for your great customer service and finding me the right formal shoes.

   almost 2 years ago
3. June C ★★★★★

   I went to this store to get my Isabella Anselmi heels repaired. I've had those heels since 2017, and the heels were worn frequently. The staff were knowledgeable, and it was a quick and easy process to get my heels repaired. I was impressed by how they had brought my shoes back to life. I also made another purchase that day, and the staff members were attentive and so lovely. Highly recommend this store and the Merchant workshop.

   almost 2 years ago

1. Aaron Hii ★★★★★

   The Newmarket store not only has great range of trendy shoes but also amazing customer service, kudos for being humble and friendly!

   almost 2 years ago
2. C Desmond ★★★★★

   Excellent range of product, great customer service! I went to Merchant Newmarket after having a poor experience at a store nearby and came away a very happy customer that will definitely return. Upon entering the store I was promptly greeted by Isabella, who was great from start to finish, knew the range and had excellent product knowledge. I tried on 4 pairs of shoes before selecting the best option, they had my size in all types too which is rare occurrence. I also had a great experience chatting online with Sorel who provided a level of service that prompted me to check out the Newmarket store, and I am glad I did. Thanks team, keep up the good work!

   almost 3 years ago
3. Kinda Morshed ★★★★★

   I always leave Merchant New Market extremely satisfied. The staff are incredible; very helpful, very sweet and kind. Also, they know their products, they know their leather care info, so so helpful. They’ve got a lovely selection and I shopped there a couple times, but honestly they stand out for their great customer service, even if you don’t end up buying anything. love love my new boots

   almost 4 years ago

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