The Warehouse Hornby — Attraction in Christchurch

I’m extremely disappointed with my recent experience at The Warehouse on 28 January 2025. We finished our shopping at nearby pak n save and straight went to the warehouse as the car was parked far away so rather than dropping the items purchased from pak n save to car, we thought we would just buy room diffuser and finish everything together then will head back to car. Went to fragrance section and couldn’t find the scent (ambient) we were after so we decided to not waste time and go back.

However, things went downhill when we were stopped by security —fair enough, they wanted to check our receipt, but the questioning was totally off.

They checked the receipt and questioned about almond bars, the staff incorrectly scanned them as mint bars (same brand), which was confusing enough. - Fine ( We understand) They started by asking why the bars were mint and not almond. We explained the mix-up with the scan, but instead of understanding, they kept pressing us on it.

Then they moved on to a second item on the receipt, which was from a completely different brand and mind it the header on the receipt clearly says PAK N SAVE. How is it of your concern what we did it the item we bought from different store with our money. We can eat it, donate it whatever we can do. It should not be of your concern. Why they felt the need to question us about an item clearly listed from a different store is beyond me. We told them we don’t not need to answer that particular question so they again went to that almond bar issue until i went inside visibly frustrated and spoke to customer service about it to tell them out loud to check the cameras first then talk.

After years of loyalty to The warehouse I left feeling completely embarrassed. If they had just taken the time to review the cameras, this whole incident could’ve been avoided. It’s a shame how poorly this...

Just today. Very rude security guard, very racist. Accusing my partner of stealing a pack of bar soap which she insisted it was placed on my partner's pocket. How is he able to steal something that would be very obvious inside a pocket knowing it would bulge. Why would he steal something cheap at $4 and would be very obvious inside a pocket when we can just steal something pricey and not obvious which we paid in the checkout, how ironic! She even called another security to check the cctv with her and the other security just smiled obviously it had'nt prove anything and just left. The approach was even sarcastic and so racist, you can't just accuse right there and then, she only settled a bit when i insist her to frisk my partner because I was really annoyed she keeps insisting my partner put something in his pocket, disgusting! I know frisking is against their rules, but I was very triggered with her demeanor. If it weren't for me voicing out, she would have been more racist! Our first bad experience for the last 10 years in NZ. To make it more worst, we had our...

Went to Hornby warehouse around 8:30pm, was at the cashier getting my things while being in my phone with my mum as she is currently unwell, was told by the manager or a lady working there that it was rude to be on my phone was told to get my things after finishing my call. The guy that cashed my things had nothing to do with this. But I thought it was extremely rude I felt that she was racist, I have seen many many times people being on their phone but never been told that. I had a smile on I greeted the cashier nicely. I think staff needs to really think what a customer could be going through. Extremely disappointing. I could have said so much more she couldn’t even look me in the eyes at the end. I work in a customer service industry myself and this is not the way to treat customers especially when you don’t know what is happening in their lives. FYI the lady had a navy blue top on she seemed very anti. Id rather drive go to riccarton warehouse than...