Maher Shoes — Local services in North Island

Found a pair of boots I liked when I was in the store passing through last month. They didn’t have my size in at Tauriko so Tanya ordered the last pair from Wellington to be shipped to me. Paid courier fee. They arrived a few days later, with completely ripped lining inside one shoe- I have photos. Brought them back a week later after advising them via phone, only to be offered a repair or store credit only. I asked why I couldn’t get a refund, Colin advised “No not our policy, it’s on your receipt”. I didn’t argue as I had to go to the consumer.org and call them to check my rights. I found that with a “significant fault” I am indeed entitled to choose a refund. They had no other shoes the same and I didn’t want a major repair on a brand new pair of shoes. I emailed Tanya the manager with my rights screenshots from Consumer.org and she didn’t reply so I called her. The website is so inviting of calls to her mobile to query or discuss anything, but she was awful, rude and did not want to hear when I said (politely) it was my choice in this case to get a refund. The store credit lasts 1 year and I only wanted boots not summer shoes. I advised I was having an op in a couple of months and won’t to able to walk to come in to find new boots by the end of the 12 month period. She advised reluctantly to come in only on Wednesday as that is the only day she is there at the moment. I advised I am working- but she was firm so I said I would come in.

When hubby and I arrived I could not bear to go in as I was still shaken up. He went in and she still refused to give a refund!! Advised customer service about the way we were treated. We were bullied to accept a repair for fear of losing the credit. I will never shop here again due to the manager’s attitude and hae told all my friends the story too. I have everything documented and still considering going to the commerce commission with this complaint she has left...

I used to love Maher. The Riccarton store was amazing. They closed that and now they have the Outlet store only at South City. I had a faulty pair of shoes that they refuse to honour the Consumers Guarantees Act with, not seeming to care that they cannot contract out of the Consumers Guarantees Act. Manager at the Outlet was incredibly rude and derogatory. Customer support was non existent. Then tried to say I had no receipt - which is hard to have when they don't issue one and keep their records in writing in a lined workbook, which in this day and age is plain ridiculous. Seeing as I purchased multiple pairs when they opened the Outlet and have purchased multiples in the past, and had planned on purchasing more, they have...

Bought a pair of boots from Mahers Shoes 12 months ago, I wore them only half a dozen times when one of the soles came away. I returned requesting repair for the boot and was rudely refused on the grounds that "they only have a 3 month warranty". However, under the Consumer Guarantees Act you have the right to a repair, replacement or refund if your goods are faulty (or unsafe, do not work etc). After considerable effort the manager finally agreed to repair the boot after I made a written request for repair citing their obligations under the Act. Terrible customer service...