Rory C.

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.