Takapuna, Auckland 0622, New Zealand
Tel: 04 974 7258
I have never had to leave a negative review from any online stores even ones that have had the odd issue! Untill now... I've shopped with NZ sale for years and always had a positive experience but things have changed recently. Customer service is terrible if you get a reply within a week your lucky, if you get sucked into a falsely advertised deal and pull them up on it prepare to be ignored or just fobbed off even when you've sent through proof of the mistakes and then see that they've withdrawn those sales without making your purchase right. I'm still waiting on the outcome and refund of Palmers body care products that were advertised as 12 pack but once invoiced show six pack. Other products advertised 6 pack but show 3 pack on the invoice. They say there's no issue but I've screenshot the original photos which they withdrew. It seems petty to do this but when you imagine how many people bought it you can see where they make a good profit! To be fobbed off is quite infuriating. Another order made at tge same time was for three winter knits, they've arrived and are nothing like what's advertised in the photos, cheaply made, thin and quite clearly something you'd get for $5 on aliexpress. Really disappointed at all of this I use to tell all my friends the good quality and awesome deals I got on here. Not any more. Step up NZ sale.
If you're hoping for a hassle free and on time purchase then this site might not be for you. A few years back the site was ok but more recently (as in the last year+) the standard of service has become pathetic (in my opinion). Customer service in the sense of the word is woeful. Think, frequently and significantly delayed deliveries, inflated retail prices, enquiry replies that are generic cut and pastes, and which tend not to address specifics of the issue, or worse no reply at all (found that worryingly common). My shopping experience at NZSale is well and truly over, it's just not worth the hassle. If you enjoy creating frustration for yourself then go for it. Personally the incredibly poor service and overly optimistic delivery times, lack of consistent tracking data... were more than enough for me. NZSale - your poor service hasn't just lost you a customer it's also gained you a person who (as you can see) is happy to share with others their negative experiences. You need to respect your customers better than you do!
Over the years I've made a number of purchases through the site and in doing so I have experienced very inconsistent service. Incredibly slow delivery rates, (which in some cases has extended to 1.5 - 2 months from order - by which time the season has passed). The contact' facility is an absolute joke, replies can take a week if you're llucky or are simply ignored. If and when replies do come they are simply form' replies - cut and pastes and tend not to address the specifics of the original enquiry. Their refund policy is poor - Still waiting on a refund for something which has very clearly been lost. NZSale still think it can be found despite being it now well over a month since sent, NZSale won't issue a refund at this stage. No contact phone number so you're effectively held hostage by the if we feel like it' customer service replies. I also wonder if site might be exempt from New Zealand's Consumer Laws as I gather it's an Australian business and therefore off-shore. Based on my experiences I have difficulty in recommending this site. If you do decide to take the plunge and buy from the site do a web search to the check prices first, in a number of cases I've found that the original price they quote has been seriously over inflated. There are other alternative sites I suggest you investigate as a possible alternative. The customer service of NZSale has taken a plunge over the years.
Bought something on 24th of March which was estimated to be delivered by 16th of March. No one ever contacted me even when the product didn't even get dispatched up to 16th of April. I can see on 8th May the product has arrived and after waiting for long I was expecting to finally receive my product. Then to add y surprise the company refunded my money on 19th of May. I can see that the product is still available to buy on the website. I think the company is accumulating money from the users and then after collecting some interest for 2 months, just returning them their money.
Looks like the company is deceiving people by providing wrong estimated dates.
Also have a look at the image attached. This is Ferrari Credit Card Holder which was delivered on 30th of April and after using it for 3 days, the photo explains the condition of it.
Took a month to get here and when it did it wasn't the earrings l ordered. The quality was very inferior.
Better off taking time out to go to the shopping centre and picking your own stuff that way you know what your getting
Placed the order. 2 weeks later was informed it had been cancelled as they don't have stock. Advised that I'd get refunded in 3 to 5 business days. Day 5 no refund. Queried and told another 3 to 5 business days. Now I'm on day 5 with at least 10 messages sent to them and still no refund. I'm going to the NZ police as I'm now considering this as theft.
Worst online shopping experience I have ever had. Order never turned up, have been waiting 5 months now. Several messages sent, only 2 replies, and then my order and another i was waiting on got cancelled. No explanation and NO REFUNDS. And wow, now they've just gone ahead and deleted all my messages (which they never responded to). PLEASE DONT BUY OFF THIS SITE, THEY ARE UNTRUSTWORTHY, WILL TAKE YOUR MONEY, NOT SUPPLY GOODS, NOT SUPPLY REFUNDS, AND JUST IGNORE ANY MESSAGES YOU SEND.
I order a G-Shock Watch from NZ Sale on 23/03/2019 the estimate delivery date of which was between 16/04/2019 to 21/04/2019. I patiently waited for the item to arrive, however it did not arrive till that date I contacted to know how long will it take form the estimated date, was informed to wait as it can take 5 to 7 working days after the estimated date ... I again waited patiently ... RECEIVED THE WATCH TODAY , HOWEVER ITS COMPLETELY DIFFERENT FROM THE WATCH I ORDERED THE DIAL OF THE WATCH IS NOTHING LIKE ITS SHOWN IN THE SITE ... IT IS COMPLETE FALSE ADVERTISING ... I WOULD LOVE TO POST THE PICTURE OF BOTH THE ITEMS (WHAT WAS ORDERED AND WHAT I RECEIVED)
I order clothes from NZ Sale - its been way over the advertised delivery date (their tracking order system states "stock arrived" for several weeks - but no movement, no contact - just states the have the goods ....... and thats that!! The customer service is non existent! And don't even bother trying to get a refund, just count your losses and let everyone know what these guys are about (warn them - unless they are your enemy, then recommend and enjoy their misery!) - I also had a colleague take the "ourpay" laybuy option - DO NOT DO THIS you be making payments for something that ain't coming. Go with Amazon (or similar trusted sites) as these sites are active in ensuring clients are happy, you may pay more - but you will know where your item is and they are there for you if something goes wrong (it never does with Amazon) STAY AWAY
If I could give zero stars I would. I purchased almost $400 worth of clothing. After more than two weeks I contacted them to ask why my order wasn't even at the stock arrived' stage. Their reply didn't come for three days and was automated. This has been the communication process with this company for the past week. I message, three days later I receive an automated unhelpful response, and then it repeats. Please don't waste your time, money, or energy here people. I regretfully didn't read the reviews before downloading. It appears to be the case for many many people. It's the most frustrating online shopping experience I've had to date. I won't be using them again.
This place is the worst on line shopping I've ever dealt with waiting for items to arrive for wks upon wks upon wks also false advertising claiming stock available but is not available. I definitely wouldn't recommend ordering anything from them and when reading other reviews theirs no positive reviews so that's saying alot.
Extremely disappointed in NZ Sale, so many times this year I have had issues. orders unable to be fulfilled, orders MAJOURLY delayed and then false advertising too. I bought the Huggies nappies which said it would ship in 48 hours. More than 2 weeks later they haven't even shipped yet, unable to tell me when they will ship and said I'll still have to wait an additional 7-10 days when they do finally ship. Why advertise it as being a 48 hour shipping time if you can't meet the demands?? They are no help when you try to message them, they stick with the same replies and just brush over the problem saying just apologise and say everything is out of their control. Will not be shopping with them any more.
Absolutely abysmal customer service. Reps copy-paste responses that don't answer your question/address the issue. It's common for items to be significantly (weeks/months) delayed past the expected deliver with no proactive contact from NZ sale whatsoever. I shopped shopping with NZ sale for almost a year after several awful customer service experiences and recently started again... only to see they still haven't bothered to address the issue. I won't be shopping with them again.
Ordered 2 x Calvin Klein bralette and panty. Only received the tops and no bottoms thinking they might arrive later but didn't. I contacted the customer service ppl requesting they send the bottoms ASAP & their reply was - "Unfortunately we are not able to send you the bottoms as we don't keep stock of the item". Why would you advertise stock you don't have for sale!? Not impressed with their reply and only offered 50% refund for putting me out of pocket with their lies. Their customer replies were slow also, I will never be purchasing from their site again!!! BEWARE!
Wouldnt let me log in and then told me card had expired, had to cancel out and redo, the whole thing took ages.
These guys try to do everything right but delivery or maybe choice of deliverer let's them down. My latest item has been in my town and with courier since 9.30 Saturday morning. It is now Wednesday morning and not yet delivered. Huge let down and very disappointed in the level of service - again.
I ordered items in January and it is almost MARCH and no sign of my order. I still have a missing shirt from this order number: 28442423; a missing coat, shirt and scarf from this order number: 28482261 and missing sunglasses from this order number: 28513008. I use this website a lot but it has become significantly worse recently and is almost unusable as a service. It is far too slow and annoying.
Failed to provide a refund when item was out of stock - provided a store credit instead (with a 6 month expiry deadline)
Received an email a month after purchasing items online to inform me that one item was out of stock and wasn't included in the dispatch. So they had effectively failed to manage their stock, and did not inform the purchaser of this at the time of sale. Also no offer to rectify or send the item once it becomes available.
They provided me with store credit for this (instead of a refund), stating that a part of the sale was composed of a voucher. This is despite the much larger proportion of the sale being topped up with my own money. I asked for a refund on part of the money I put towards the sale and they declined my request.
So as a consumer I'm now stuck with more store credit with a 6 month expiry, even though I don't intend to buy from them again, and I also didn't receive the item I spent time purchasing and waiting for,at no fault of my own. I'm also stuck spending more precious time just trying to get my own money back from them for an item I never received.
On the other hand, NZSale get people's money and no incentive to manage their stock better whatsoever.
Every time I called the wellington number, I have been put onhold for 20 so minutes and in the end I have to leave a message which no one ever call back. I don't know if there was anyone there....I have a credit for returning goods, but I can't use it for my new purchase. I left emails and messages, no one do anything, this is the kind of service I received.
NEVER buy anything from NZSale. I am lost for words about the appalling product I received and the abysmal follow up to my complaint. I paid for a pair of new shoes and received a disgusting pair of used shoes. The black pattern on the insole was partially worn off and there was blood/exudate over the bunion area inside both shoes. Thankfully I have received the refund but I am still waiting for a response to my complaint. How is it possible to receive 2nd hand goods being sold as new shoes? I will NEVER purchase anything from NZSale again.
Ordered an expensive fragrance for my partner. Originally due 22-27 November, according to order tracking the item was delivered into the uk warehouse on 14/11 and should have been shipped on 16/11. As I could see nothing happening, I followed up and finally it was shipped 28/11 to arrive in 7-10 working days. Except the parcel tracker doesn't work. Multiple emails and phone calls later, still no one knows where the parcel is and can give no update. All I get back are generic cut and paste answers (apart from the reply I got that was meant for another client not related o my order). So here we are, 12th December and still no parcel, no commitment to when it will arrive or even any inkling of care from nz sale. I don't generally complain but the service (or lack thereof) has been absolutely appalling.
Let's see how I go getting a refund...
I done afew small purchases, went well till I done big purchases and now they have a large sum of my money with no reply nor no items sent to me. I have sent over 20 messages with no replys I hate this site they are happy to send automated messages but not refund my funds hate them for the stress an the lack of customer care
I received the wrong order and straight away messaged them, not a single reply to date after my third message. It was meant for a Christmas present, now looks like I'll have to spend more money buying something else instead.
Really bad service - I paid for a product upfront that I haven't received and they can't even do the right thing by amending their mistake, let alone replying to my messages.
I do like their products, however I'm concerned to make anymore orders if this is what happens.
I bought a $35 piece of artwork from NZSale on Sep 3.
I received the wrong one on Sep 30 and contacted NZSale that same day. I said I was happy with either a replacement or refund.
After exchanging a few messages, I was told that NZSale could not provide a replacement and instead would send me a postage bag to return the item at their expense. They assured me that after receiving the package at their warehouse, they would issue a refund.
Almost a month later, this postage bag still had not arrived.
I messaged NZ Sale on Oct 31 and they replied on Nov 1 telling me to organise the return of the artwork directly with Castle Parcels myself.
After several emails back and forth with Castle Parcels, the local branch called me on Nov 12 and agreed to pick up the package the next day.
NZSale confirmed their receipt of the artwork on Nov 22 and gave me $35 store credit.
I messaged them that afternoon and asked for a refund instead. I also mentioned that the Consumer Guarantees Act 1993, Section 23.3, states "The obligation to refund cannot be satisfied by permitting the consumer to acquire goods from the supplier".
NZSale replied on Nov 23 with this message: "Based on your reason for return, you have not been eligible for a refund as per our Return Policy. Nevertheless, I'd be happy to assist you with a refund in this instance as an exception as I can see you are a valuable customer of ours."
I responded by quoting Section 2 of NZSale's Return Policy: "If the item you have received is so different from the description that you would not have bought it, you are entitled to a refund under the Law". I referred once again to the Consumer Guarantees Act 1993 as well as the Fair Trading Act 1986, and mentioned that my next point of contact would be the Commerce Commission if a refund did not occur.
I received an email from PayPal on Nov 27 saying that a refund of $35 had been actioned. This appeared in my bank account the next day.
NZSale replied to my last message on Nov 28. They said they were "extremely sorry" and "will speak with the warehouse team to find out if this is a genuine mistake".
All in all, my experience with NZSale has been arduous and frustrating. It took two months from the date I received the wrong item to finally get a refund.
NZSale's message sent Nov 23, which called me a "valuable customer" and implied providing a refund was a generous offer beyond their legal obligations, was simply insulting. It should not have required reference to trading legislation and mention of contacting the Commerce Commission for NZSale to finally acknowledge their error and credit a refund.
I never intend to shop with NZSale again and I recommend nobody else does. It just is not worth the risk given the many other websites available, such as AliExpress, for cheap clothing and other products.
Tip for consumers: Don't.
How can they name their site NZSale when stock is processed in Shenzen and has been sitting 7 days at PB Transport still no idea when I will receive it!!! Getting pretty angry now!!
Appalling Service! The site did not save my changes to delivery address so they sent item to the wrong address. When I followed up the item it took several messages on their website and a complaint through PayPal for anyone to even respond to me. When they did respond they were rude and less than helpful. We managed to retrieve the item ourselves by contacting the people at the address where NZSale had wrongly sent the item, but it was the wrong size. We arranged for a return and dropped it back to the warehouse where we were told that the sizing is often wrong and they could not process our refund as this would have to be processed by head office. Two weeks later we are still waiting for our refund, I have left messages on their website once again as there is no contact phone number for them (the only phone number I can find for them online has been disconnected) but surprise, surprise, nobody has responded to my messages! Two words - Never Again!!
Customer Questions & Answers
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Hello Tania, Thank you for your question.To use a store credit, promotional code or voucher simply browse our sales: 1. Add your favourite items to your cart 2. Click "Äpply Voucher" at the payment details section 3. Select the amount you'd like to redeem which is available in your account during the checkout stage. From here, we'll deduct the value of the credit from your order. You can view your available vouchers and their expiry by visiting the My Vouchers section of your Account. Please note that vouchers can only be used on sales event items and not their postage. Any leftover or unused vouchers will be reinstated on your Account. Be sure to keep note of the 'use before' date that is listed on your Account to avoid missing out! Should you apply a voucher to your order and not complete the transaction, it may take our system up to 15 minutes to refresh and to return your voucher back to your account. Make sure you click on the voucher before you confirm payment as it's not possible to add a voucher after you've completed your order!
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Hello Shipra, Thank you for your question. I apologise for the delayed reply. You can find our return policy here : https://www.nzsale.co.nz/ReturnPolicy.aspx?cid=10
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Hello Oskar, thank you for your question. I apologise for the delayed reply. All information on product is available on the website under the product information.
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Hi Brydie, any issues you have with lost items please do reach out directly via your account and contact us, we will raise this directly with the respective couriers
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Hi Lynelle, once your request has come through our team will send you through the details on how to return your item to us, if this has not reached you, please do send us through a message directly via your account and "Contact Us' so that we can send through all of the information
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Hi Rhonda, thanks for messaging in, these dates are only estimated as transportation and other factors are beyond our control, so we are not able to guarantee delivery times. These estimated dates are when we expect the orders from this sale to be delivered. Once you place an order you can track this directly via your account through to your door, and if you have any queries please just send us a message directly via your account and contact us as our Team is here to help
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Hi Angela, thanks for messaging in, we source goods from numerous sources around the World, with teams in Australia, USA and across Europe, we have access to the best international brands. We deal with many brands directly or with their official suppliers and therefore able to offer this amazing deals
Votes Thanks for voting!
All of our products are 100% authentic. As we source goods from numerous sources around the World, with teams in Australia, USA and across Europe, we have access to the best international brands. We deal with many brands directly or with their official suppliers. On occasion we may sell items that have not been sold locally. Rest assured that these products are legitimate and that they may simply not have been offered as part of the range within our market.