One NZ Queen Street — Local services in Waitematā

Appalling "customer service" if you can call it that. After joining a friend on a trip to the Queen Street store, we were "greeted" by Liam. A young man, in his early twenty's by the looks of it. My friend needed to get his phone charged, due to getting mugged the previous night. He was assaulted, had his wallet and some jewelry stolen. The wallet contained his key card for his unmanned apartment building. He was lucky, as his phone was missed by the assailants. The building manager needed to be contacted and a new key card made. Liam told us that because the store was under new ownership, they no longer charged phones. My friend being in a rather desperate state of mind, pleaded to Liam. But was denied. And to be honest with you that's perfectly fine. The problem was Liam's blatant "elitist" attitude. After politely being asked if the store provides battery replacement for phones, and as to the cost, Liam replied - "I do not know. Don't think so. OK, bye" This was said with such an attitude, that he might as well have flipped me the bird, while saying it. I know that my friend really did not look 100%, and was obviously distraught. But I do have to wonder whether it was because he was unshaven.He looked rather gaunt, after spending an unknown amount of time on the ground, unconscious. He did not get a chance to change his clothes. And he was Polynesian. I hope that the last criteria was not the basis for Liam's attitude. I mean he was so brutally condescending, that I started to wonder, whether I had done something bad. By asking him a question. To do with mobile phones, which he "sells". In conclusion. If this sort of attitude persists, then I will be rather unlikely to recommend Vodafone. P.S. He ended up getting his phone charged at a neighboring electronics goods store. Lovely people. Also went to Spark before that, they were nice and explained, that they charge phones. But for Spark only customers. Which is a fair position to have. Everyone was polite and behaved like civilized human adults. Thank...

It's amazing what one helpful person can do for a company's reputation! Yesterday, my partner and I bought 2x SIM cards and 2x $20 credit for 5GB of data for our 10 day NZ trip. The data ran out straight away (obviously didn't get the 5GB) so we thought we did something wrong and got another $20 credit for the 5GB add on ($80 spent by this stage) as detailed on the packet. Again, the data ran out after 1x facetime call.... We called the customer service for help and answered by Pamela (?). After telling us we would get the 5GB after 10 days, then maybe after 4 days, then hung up on us while on hold (🤬)and then told we're not entitled to it and we should have read the terms and conditions.... Then telling us we should download the app because it would have worked (even though we have no data and the instructions told us to go to the One.NZ website via a link!) she refused to help and said a supervisor would call us back (which didn't happen), we ended our first day in NZ very disappointed and angry! The next morning we went into the shop at Auckland and I was ready to spit my dummy and go full Karen mode, but was greeted by Kao (sorry if the spelling is incorrect). He listened to the problem and simply said "no problems, here's your data, enjoy your time in NZ 😇" and it was sorted in 5 minutes!! This changed my experience from 1 star to a well earned 5 stars! (I was a bit sad i didn't get to kick over any chairs though 😪) Kao is a credit to the One.NZ team (or any other business in the future!). Thanks mate!!! 😎👍

Pamela........

One NZ has absolutely failed me. After more than five years of paying my mobile bill monthly — usually at the end or start of each month as I’ve consistently communicated — they blindsided me by reporting a disputed balance to credit agencies without warning, without due process, and while my account was still active and in dispute.

Despite raising the issue with them before the listing, they issued a so-called “deadlock” letter to wash their hands of it — ignoring the facts, ignoring my emails, and ignoring their legal obligations under New Zealand privacy law.

This isn’t just poor customer service — it’s reckless. Their actions have put my $3 million refinancing application at risk and may cost me my $7 million home.

To make things worse, one of their team members openly told me they wouldn’t help because I escalated to their CEO. That’s the culture: no accountability, no care, just automated damage.

If you value your financial security, avoid One NZ. This company is playing games with people’s lives, and they don’t get to hide behind silence or...