HIKOCO Newmarket — Local services in Waitematā

Just had the worst experience with the website.

I have been shopping at the site since early 2022, and spent over $2000 at the site so far. On Aug 10th, I placed two orders, and didn’t receive until Aug 20th. I live in AKL, btw. literally 15 mins drive from their store. It was fine as online shopping sometimes take a while. But when I received the order, the package was broken and wet in the rain at my doorstep. One of the hair treatments was broken so the whole package was muddled. I took the photos and took out all the other items, and then realised there was another item (worth $32) missing. So far, the experience was unpleasant, but still fine.

Then the infuriating thing happened. I emailed them with the photos and told them that one other item was missing. Thought they would for sure apologise and send me replacement for the two items. They did send the replacement for the broken treatment. But for the missing item, they insisted that it was not their fault as in their footage, it was included when they packed.

In the first several emails, I was still trying to patient, explaining that I didn’t know what happened, but the fact was that I didn’t receive the item. It could be because the item fell out of the package as it was broken when I received it. I was trying to make it not too accusal to them. But they took that as the legit reason to shift responsibility and said there is nothing they can do, and I need to contact NZ post myself if something happened to the package. I was really shocked hearing this ridiculous saying! I placed the order with them. I didn’t ask how they were going to deliver. They chose a company that delivered seriously late, broke one item, and lost the other. They took responsibility for the broken one, but for the missing one, they said it is nothing to do with them! I never placed the order with nz post. I was not here handing the items over to nz post. I didn’t even know if the item was in the package in the first place. How could I be in a position to ask nz post to be responsible? I told them that even if it was nz post’s fault. That was their service provider. I shouldn’t be involved in their dispute, they still insisted that there is nothing more they can do and I needed to contact nz post myself!

Really really shockingly awful service! I had to argue on quite a few emails and through phone calls. They eventually decided to send me the missing item but never admitted their fault. Last minute still insisting that they have nothing to do with the missing item and I was the unreasonable one to ask them for solution! I couldn’t imagine I wasted so much time on a $30 item!

Two years shopping on this site. I bought a lot of stuff that turned out useless. That was a risk with online shopping and personal care stuff. I wouldn’t blame too much on the site. But this kind of blatantly trying to push their fault to their loyal customer is both shameful and stupid. I hope people who read the review can learn from my experience and don’t buy from them online anymore.

You will be fully accountable for any...

Been a fan of Hikoco for years, super disappointed with the customer service today. Usually the girls are so lovely and helpful but most of the workers were rude and ignored me. One staff member helped me choose a cleanser and she was the only one actively helping other customers whilst three other girls stood around the counter chatting. I’ve worked in retail for years and i know it’s tiring, but one worker pushed past me whilst laughing and gossiping with the others whilst I browsed next to them. When I went to the counter the same girl served me with zero customer service skills, she didn’t say hello, thank you, how are you, or even offer me the receipt. She looked as if she didn’t want me to be there and it was really unwelcoming. I didn’t get her name but I was not happy at all, especially as I was looking for guidance to buy more products but it was not offered to me so they missed out on a better sale. I guess I will be shopping online or at the Queen Street store...

I had such an amazing experience at Hikoco that I had to leave a review. Despite the store being busy, from the moment I walked in, I felt welcomed and looked after—especially thanks to Grace, who truly went above and beyond in helping me today.

I was on the hunt for the perfect skincare gift for my sister, and Grace was incredibly knowledgeable, kind, and patient. She took the time to walk me through a variety of products, explaining what each one did, how they worked together, and which would suit my sister’s skin type. I never felt rushed or overwhelmed, just genuinely supported and informed.

Grace’s passion for skincare and her understanding of the products made the whole experience not only enjoyable but also really educational. With her help, I left feeling confident that I’d chosen a thoughtful, high-quality gift that I am sure my sister will absolutely love.

Thank you, Grace and Hikoco, for making gift shopping such a great experience. I’ll definitely be...