Novo Shoes Newmarket — Local services in Waitematā

Very disappointed with the customer service at both the Newmarket and St Lukes Novo stores. I ordered a pair of heels online for click and collect at Newmarket, expecting them to be ready within 2 hours as advertised on the website. When I arrived later that day, staff couldn't locate the shoes and gave me no clear solution. I had to ask what to do, and was told my order would be cancelled and to try St Lukes instead (they supposedly had some in stock). I was also informed I'd need to wait 3–5 business days for a refund, which was frustrating.

I then ordered the same heels from St Lukes, only to find they also didn't have a proper pair, just a faulty returned one. I was offered them anyway, which I declined. I was then told to try Sylvia Park, but they only had one pair with some visible marks. When I expressed concern, I was told I shouldn't expect white shoes to be perfect which is unacceptable for a brand new item. Overall this has wasted my time and left me out of pocket for over $130 while I wait for two refunds to process. I won’t be shopping...

I recently visited Novo in Newmarket, and, my experience with the manager was disappointing. She seemed visibly irritated on the floor, unwilling to assist customers who needed help with exchanges or purchases. Her attitude was unprofessional, and it felt like she was avoiding her responsibilities.

When I tried to exchange an item, she refused to help and insisted I visit another store, claiming nothing was available online—this turned out to be false. Her behavior was dismissive and made the process unnecessarily difficult.

It’s unfortunate because the rest of the staff were courteous and supportive. Novo should consider training their management team to ensure they can provide better customer service. Experiences like this leave a negative impression. Later asked her name and she refused but in Nz it’s legal to ask your name if you’re working in retail store where we...

I went to Novo shoes a couple day's ago and had the most excellent customer service from Rachel. She was the only staff member on and couldn't believe how well she did considering how busy the store was. I was in there for over an hour and she helped me find exactly what I needed and made sure that I got the most out of the promotions going on. This girl deserves a trophy because she upheld wonderful customer service to every customer individually whilst I was in there and didn't crack under the pressure of it being super busy. We need more smiley people like her in retail. Thanks for making my in-store experience...