New World — Attraction in Upper Harbour

Extremely disappointed about the food safety issue and customer service of New World Albany. I recently report a food safety issue regarding the products to the store I ordered online, which were NZ Premium Beef Mince and Beef Eye Fillet Piece. The mince smells bad, even the package was full of air due to potential deterioration and the color went dark - the package day was the day they delivered. The fillet tastes sour and not fresh at all after cooking.

The Albany New World called me three times and the problems are still there. The store manager called me this morning (27 Feb) and gave me a very insolent attitude. He asked me where is the meat and feels like he believe that 'their product' did not have any problem. He doubt that I did something wrong to the product and said an investigation was needed.

I had a similar experience with the countdown and they just simply apologize and refund. However, in New World Albany, I got the WORST experience of online shopping and still no refund. The manager did not respond to my refund request over the phone but continuously doubt I made the wrong complaint. I throw the fillet away after cooking but still store the mince in my fridge. I am super DISAPPOINT about the store, especially the manager. The manager needs to apologize to me via email and of course, a full refund is needed....

My card was stolen and cancelled by my bank this morning. I had a delivery order scheduled this afternoon so I went straight to NW to advise them and ask if I could pick up instead.

The man in charge of online orders proceeded to lecture me for several minutes in front of the check-out that I should have picked up their multiple calls about the order (of which I have no record of receiving). He was very skeptical that I did not receive the calls and insisted on taking my number down. He stated several times that I inconvenienced the store by changing to pick up and that I would be charged a collect fee. I understood this but he repeated himself several times. He said that I should have had my card working for NW. Well I am very sorry that I did not organise to have my card stolen on a different day (!)

I explained several times that it was out of my control but he did not want to hear it. Very disappointing service when I was already having a stressful day. Customers should not be told off like they are children. On top of that my order was brought out with many items missing and I had to go back in to locate them myself. Will not return here again after many years...

Pretty poor tbh - I had purchased earlier today (like 430) a prepped meal pack from the deli section - arrived home and the portion was tiny for a family of 4, ingredients were different to what was listed and an item was missing. Drove back to new world where the duty manager advised that there was nothing she could do (I was happy to swap to a prep pack that I had tried before), as it was “above her pay grade” / she then advised that I should come back AGAIN tomorrow……. Only when prompted did I get an offer of someone calling me from the store tomorrow “hopefully “ Pretty poor service and how do you have such a large operation left in the hands of someone who cannot authorise a return or swap out on a $27 item !!!!

UPDATE

Just spoke to the Grocery Manager who was more than helpful and super apologetic - he is organising my refund and offered to bank transfer/ post or I can pick it up. Hopefully it all goes smoothly 🤞🏽🤞🏽 still a bit annoyed at our treatment yesterday and the fact that I had to call them rather than them calling me…. But fingers crossed I can pick up my refund with no...