DFS Auckland — Attraction in Waitematā

I am writing to file a formal complaint regarding a deeply disappointing experience I encountered at your DFS Auckland location, specifically in relation to the handling of a refund and the conduct of the general manager.

In Sep 2024, I purchased a pair of shoes from your Auckland store. After limited use, the shoes developed significant quality issues. I returned to the store and requested a replacement or repair. The manager declined to offer a replacement and instead insisted on repair. The first repair took nearly two months, and the result was extremely poor—the shoes looked worse than before. A second repair followed, also taking nearly two months, with no meaningful improvement.

Upon collecting the shoes after the second repair, I was informed by a staff member—not at my request—that I could take the shoes and return later to complete the refund process. I confirmed this with them verbally and was told it was acceptable. Importantly, this occurred after the refund process had already been initiated in your system. Trusting the staff’s instructions, I took the shoes home.

About a week later, I noticed that the refund had not reached my account. I returned to the store to follow up, only to be told by the general manager that the refund could not be completed unless I returned the shoes. This was a complete reversal of what had previously been communicated to me by the staff. I was extremely confused, as I had acted in full accordance with what I was told at the time.

To clarify: • I did not demand to keep the shoes; I was told I could take them. • The refund had already been processed when I was given the shoes. • The initial refund delay was due to a personal banking issue, not a fault of DFS. • I returned in good faith to clarify the matter, only to be met with contradiction and hostility.

While most of the DFS staff I interacted with were courteous, helpful, and professional—which I truly appreciate—the general manager’s handling of the situation was unacceptable. Rather than seeking a constructive resolution, the manager escalated the situation by calling security. At no point did I raise my voice, act aggressively, or behave inappropriately. This overreaction was unjustified and deeply offensive.

This experience has caused me unnecessary stress, wasted significant time, and left me feeling humiliated and disrespected as a customer. I am requesting a formal investigation into this matter, a written apology, and an explanation for the inconsistent handling of the refund.

I remain hopeful that DFS, a globally respected brand, will take this issue seriously and uphold its standards of...

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AVOID THIS STORE!!! Good riddance now that they are permanently closing.

I do not write reviews often but thought I should detail my experience so that others can also avoid. I am also noting this down as a formal complaint. Long story short, due to lacklustre service and numerous delays on DFS' end, I missed out on stock of a product before their suppliers pulled the plug on them.

Customer service is nearly non-existent. I emailed them wanting to purchase a product and did not hear back from them for about a month (after me sending them numerous chase up emails). I tried calling them too but very rarely got through to the store. When I did get through to them, one of the sales reps (Danny at Rimowa) was super rude and did not value his prospective customers in the slightest. This included saying "oh I don't have time for you, just take your business somewhere else" and that's when he was listening as half the time, he wasn't even listening to what I was saying and was distracted.

As I was getting ready to pay (after telling me they had it in stock), they non-chalantly told me that "oh we don't have it anymore, we sold out" and that they shipped everything back to their suppliers.

This experience has left me very disgruntled and saying "ah so this is why they are closing". Sorry DFS, but you will...