HUGO BOSS Auckland — Local services in Waitematā

Purchased a suit with a clear defect. The store refused to acknowledge the issue and denied a refund. The after-sales process was very difficult, and the service attitude was disappointing. This is the first time in decades of shopping that I have ever written a negative review — I advise checking products carefully and being aware of their after-sales policy before buying.

Reply from Fenyang Guo: Thank you, Paul, for your long response.

The Disputes Tribunal’s outcome was based purely on procedural evidence — not on the full reality of what happened. The absence of direct proof does not make your version of events true, nor does it justify the tone you’ve chosen here.

To be clear, the garment itself did have an issue — but what truly disappointed me was the way your store handled it. The attitude, professionalism, and communication throughout the process reflected far more about the business than the product ever did. A truly reputable brand responds to customer feedback with composure and humility — not defensiveness. Your reply here says a lot more about the way you run your business than you may realize.

NZD 1,099 means very little to me — what mattered was the way the issue was handled. I pursued this because I value fairness and respect in customer service, not because of the jacket alone. As a foreigner living in New Zealand, I also wanted to understand how the local consumer protection process works in practice — and this experience gave me that insight. Ironically, it was your store that chose to take this matter all the way to the Tribunal over that amount, which clearly shows how petty and small-minded this business has become.

I’m not afraid of conflict, and I didn’t “lose.” I simply decided not to waste any more time dealing with such a narrow-minded company. Fortunately, what I lost was small — but what it revealed was significant. I will never do business...

We were greeted into the Hugo Boss store by Ashan in Commercial Bay.

My husband is fairly resistant to shopping in general. We thought about getting a new suit for a wedding coming up. The store and merchandise was extremely well presented with a wonderful ambience. The sales person was just wonderful, he gave my husband space to browse and offered help when he was ready.

Fitting room service was extremely knowledgeable with all alterations provided to get the suit looking 11/10.

What I was really impressed with was his open ended questions to see if there were any other wardrobe items he needed. I shared to the staff member that my husband never wears jeans because he finds them restrictive in movement. He then found a pair of jeans and two casual pants. We also purchased all three recommended.

Walking in just to have a look, we walked out purchasing a suit, shirt and three pairs of jeans.

I called my mum to let her know about our experience as she can’t get my stubborn father suited up properly. They even took a trip to Sydney a few weeks ago for this purpose. Well funnily enough the same person helped them this morning and my mum is blown away as my Dad bought a suit and shirt...

The incredible designs/quality of Hugo Boss make them the best clothes on the planet. And Sam at the Auckland store is the best customer service person on the planet! He is super helpful with my many requests, goes above and beyond, and is always super friendly. I can always count on Sam to come through for me. His knowledge about HB clothes and his dependability are second to none. It’s a blessing to be able to be able to secure incredible HB clothes from such a great professional (and now friend.) My only regret is I didn’t discover this store/Sam sooner!! On the rare days that Sam is off, the rest of the staff is super friendly and helpful too. While in Commercial Bay you must visit...