New World Bishopdale — Attraction in Christchurch

We had a very disappointing experience today. We ordered through click and collect and one item was missing. I called the call centre who put me in touch with Matt the manager on duty at Bishopdale. The dissapointhing part was our dealings with Matt. He called to tell me that I can come back to store and come in to receive the item in store as he can't arrange another click and collect for me as that team left for the day. His tone of voice was arrogant as if he is doing me a favour. I asked him what is the point of paying for click and collect if I have to go there a second time and go into the store anyway. His answer was that this wasn't his mistake. When I commented that he is part of New World and it was their mistake he put the phone down in my ear. My husband then drove there and went to see Matt who was very dismissive and pointed to the toilet paper on the counter and told my husband to go take it. He then said to my husband with a grin on his face very sarcastically would you like to go and park in click and collect bay and I bring it out to you. He then proceeded to interrogate my husband as to how many times we had order issues in the past with this store and on what days this happened. My husband asked why he is asking him this. At this point Matt began to raise his voice attracting the attention of other customers which made my husband very uncomfortable and he voiced that to Matt. Matt said he only works on Saturdays so any other day was not his fault and he will be investigating how this could have happened to us, completely turning the tables as if this is our fault. He also told my husband that he didn't appreciate how I questioned him over the phone. Which is unbelievable as I am the customer and they made the mistake and he hang up on me. He came across as defensive, sarcastic and ultimately very dismissive of the issue. Had he treated us with respect by just apologising over the phone for the effort and not putting the phone down half way through the conversation and had he treated my husband with respect when he went in a second time to collect the missing item, I would not be writing this. This was something so small that could have easily been resolved but instead I will NEVER shop with this store again. This manager will seriously damage the reputation of this store. And I hope no other customer has to deal with Matt if they have an issue. I hope the owner becomes aware of this for his store's sake.

I do want to provide an update to this post as the owner of this branch contacted me and offered me an apology. An apology goes a long way and this effort is much...

horrible service, the people at the counters make fun of asians and often dont give them discounts or promo service materials. my mum went there one time and the cashiers, who think my mother cant understand english, (she can understand perfectly well) one time claimed there was no stock left of the free pencils or cups that were there as part of some promo, whispered things about her such as "that annoying woman is back again" AND tried to charge $8/kg for mandarins that were infact $1.99/kg and still had several days until the promo ended, and didnt give one bit of apology! This is down the bin service, where the cashiers think they can gossip about asians without them understanding, think they can rip them off, and can do nothing, not even their jobs! meanwhile fendalton dont gossip about asian people, apologise immediately when an error is recognised, and give promo gifts promptly without being asked at the checkout! this store really needs to teach people manners to not discriminate or train them so they know what they're actually doing. doesnt even deserve a star. the complaint is towards the stupid cashiers who work on weekdays at schooltime. learn some manners and learn some cashier skills! pathetic zone of christchurch,...

If I were to compare it to other New World supermarkets, it's not fantastic. I mainly attribute this to the staff, who appear quite unwelcoming and not displaying the friendliness I've encountered at other New World supermarkets. I am quite sensory , and I've predominantly been a NW shopper since the early 2000s, and in my experience they've always been very polite to their customers. I've been going to this particular store for over a year now. Due to its relatively small footprint, there's not an enormous range of goods on offer but it's still pretty reasonable for a small suburban supermarket. The prices aren't all that competitive, which isn't uncommon for NW's but the reason I typically shop there is for the service and the clientele that shop there (I've never seen a fight over products in a NW) I'm beginning to wonder if it's worth the trip to another location, for...