NZSale
Reviews and Complaints

Hi there. I ordered two dresses on the 24/11 and the dresses shouldve been delivered between the 10/12-15/12 its now the 18/12.

The dispatch date has changed twice I really need those dresses before Christmas.

Please help me gt them - its summer time and im heavily pregnant these dresses will be a godsent to me. I would greatly appreciate a prompt response my email address is [protected]@hotmail.com

Thank you

I placed an order on the 18th November for a purse and a 75ml bottle of Gucci Flora perfume(order number [protected]). My purse arrived within the estimated delivery date, however my perfume has not. The estimated delivery date is 5th-10th of December. I've sent three messages on the "Contact" section of the NZSale App and I have sent a message through the Facebook page but I am yet to get a reply. There is also no tracking number provided. The lack of customer support is appalling.

Prices are great and when the item finally arrives, its awesome. HOWEVER, the lack of customer support is astounding. This is the 3rd time I have ordered an item (Order # [protected] ) that was dispatched without a tracking number. It has since been 15 days since the item was 'dispatched' and now 7 days since I submitted a request for contact. I have now sent over 4 messages with no reply at all. The last time this happened to me, the item finally arrived before I had had a reply from their 'support team'. Ridiculous! All I want is an update or some assistance at all that even recognises my request would be appreciated.

Ordered a fragrance for my partner $380. 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 placed an order and it was never sent, I contacted NZSale who apologised and said they would look into it. No one got back to me. I contacted them again and 'Anis' said she was unable to assist and referring me to NZ sale terms and conditions. WTF!
What kind of customer treatment is that. I have paid for goods and they have not arrived and according to the tracking - not even dispatched.

Firstly I need a refund and you might like to review the comms as not only do they not explain, make sense, solve or answer anything but they are shocking.

Here was the first and second responses. Gina [protected]

Hi Gina,

Thank you for your message, I am sorry to see that your parcel is still to reach you.

I have checked our system and I can see that this order appears to have been successfully dispatched as per the below.

YOUR ORDER INFORMATION
Date of Dispatch: 14/11/2018
Warehouse Location: US
Tracking Portal: https://retex.global:8443/returnitRest/info@nzsale.nz/tracking.html?tn=LZ963144592NZ

Your parcel should have started displaying track events by now, however this is not the case. We will need to investigate further with our Warehouse Team and Logistics Partners to track down your order. I anticipate this may take up to one week to review, however if there's any update sooner, we'll be sure to let you know ASAP. In the meantime can I please recommend that you continue to check the tracking portal link above every couple of days, as most tracking issues tend to resolve themselves.

Please accept my personal apologies for the inconvenience caused by the delay of this order. We're on the case and will hopefully get your parcel to you in no time at all. If you require any assistance in the meantime, please be sure to let me know.

Happy Shopping,
Anis | Nzsale Member Relations

Tell us about your Nzsale experience here!
Anis SyafiqaHi Gina,

Thank you for your message.

I have reviewed your order and unfortunately I will be unable to assist you with your request. This is due to your order already being dispatched out of our system.

You may be eligible to return this item to us, subject to our Return Policy which can be found here: https://www.nzsale.co.nz/ReturnPolicy.aspx?cid=10

If you require any further assistance please be sure to let me know.

Happy Shopping,
Anis | NZSALE Member Relations

Tell us about your NZSALE experience here!

Your parcel should have started displaying track events by now, however this is not the case. We will need to investigate further with our Warehouse Team and Logistics Partners to track down your order. I anticipate this may take up to one week to review, however if there's any update sooner, we'll be sure to let you know ASAP. In the meantime can I please recommend that you continue to check the tracking portal link above every couple of days, as most tracking issues tend to resolve themselves.

Please accept my personal apologies for the inconvenience caused by the delay of this order. We're on the case and will hopefully get your parcel to you in no time at all. If you require any assistance in the meantime, please be sure to let me know.

Happy Shopping,
Anis | Nzsale Member Relations
Hi Gina,

My partner paid for a ring only to be told it is not available and money refunded. How can this happen we would like to make another purchase but not be disappointed this close to Christmas. Please explain why and how this happens so we can purchase with confidence on the diamonds and pearls for her sale. It is very close to Christmas and it is a gift this is very disapointing.
Many thanks Karina

Hi, I want accidentally placed an order last 9th of November 2018 because I was confused ordering online and I've been a charge already on my bank account. I've sent an email and sent a message through my NZsale account to cancel my the order at the same time I've made the order and got a response today 10th of November at 12:15 am and said that they can't help me because my order is in the final stage but when I've checked the status of my order wasn't even pack yet. I told them not to send the product as I don't have time to return it back that's why I've tried to contact you asap to avoid inconvenience. All I want is to refund my money to my bank account and not send the items the reason I'm doing online shopping to avoid inconvenience not to stress me about my simple request.

Looking forward for your soonest response.

Thank you.

I have paid plenty and havnt received my items .. very frustrated and dissapointed as i have had many purchases through nz sale.. i am also and advisor / blogger to many nz followers when it comes to online shopping.. not only am i dissapointed but am curious as to how soon i will be hearing from this site. Not happy. Hope to hear from you soon. My email is [protected]@gmail.com

I bought Iphone 5s in february 2018. It took 2 months to arrive. Then it stopped working after 3 weeks. I contacted nz sale to inform about it as it had a warranty. It took then another 2 months to organise my return. They gave me a contact details for castle parcels to pick the return. I called them everday for nearly 2 weeks to pick the item. When they did not showed up, I messaged nz sale again. They organised castle parcels to pick the return from my work place. Later a customer service messaged me saying we have got your items and now we have sent it to the supplier to get sorted. Its been 2 months now I did not hear from the supplier nor nz sale. When I enquired with nz sale, they said we have not received the return. I told them to check in the contacts history for all conversations. When I checked my accoint, they have deleted all thr history records. I spent $ 206. 00 on the phone.

If I do not hear from them, this time I am going to media for justice.

Hi,

First of all, this order arrived almost after 2 months. It is way too long, there are some issues that you encounter in your order shipping and processing. This is unacceptable, as it is like this with any of my orders.

Secondly, i have ordered this coat of size L, but it is fitting like an M. I would like to return your order, and receive this order of a bigger size. I do not agree to pay for shipping as it took you way too long to get it to my address. Please arrange to send me a bigger size, i guess XL. And i would ask you to reimburse the shippment when i send it to you back. Of course i would like this re order to be processed much faster.

Hope to hearing from you soon.
Oksana

I purchased a new iPhone 6+ 128GB + accessories in a sale in June for $603 including shipping.
The tracking information never worked, however the coloured boxes showing the shipping progress changed colour to indicate it was on its way for its estimated delivery time of 8-13/7/2018.
When it hadn't arrived then, I messaged to find out what was happening and got this response

"Hi Kate,

Thank you for messaging us in regards to your recent iPhone 6 Plus purchase, I'm happy to confirm that your order has now been dispatched as per the below.

YOUR ORDER INFORMATION
Date of Dispatch: 14/07/2018
Warehouse Location: China
Tracking ID: MYD1130365
Estimated Transit Time: 7-10 business days.

Please note in some instances, track events on international shipments may take up to one week to register.

Thank you again for shopping with Nzsale, we hope you love your order!

Warm regards,
Faizah | Nzsale Member Relations"

I felt deceived as it hadn't even left China when your shipping stated it was leaving the NZ warehouse.

My order then didn't arrive until 2nd August! August! And it was missing accessories and was faulty. I sent these emails that same day

"Hi again, My order arrived today. I am concerned that the accessories described in the sale have not been included. Can you please tell me what the accessory list advertised was so that I can double check. Also, I would like a refund equals to the amount of the shipping costs as the estimated delivery period was 8-13th July, your online tracking said that it was dispatched on the 14th July but then it has not arrived until today, the 2nd August. The tracking information shows that the parcel did not infact leave your warehouse until the 27th July, a month after purchase, 2 weeks after it was supposed to arrive and a full week after first making contact via email. Kind regards Kate"

Followed by

"02 August, 2018 at 03:03 PM
Hi, I've just sat down to have a really good play with the phone to check that it all works and the camera won't focus? One of the reasons I purchased the phone was for a better camera. What is the process for rectifying this?"

Then

"Ok, now I'm really worried. I have just put the serial number into the Apple website and it shows that there was a valid purchase date matching this serial number but that the warranties and care plans halve expired. This leads me to believe this is a counterfeit product as the warranty and care plan with Apple is a minimum of 1year and I only just purchased the phone. This is not ok!"

This was all on the same day the phone arrived.

I got this response from a different customer service representative

"Hi Kate,

Thank you for your contact message about your iPhone 6 Plus 128GB Gold.

Could you please provide me with the IMEI number? I will then forward this information to our Support Team to investigate.

Rest assure I will try my level best to assist you in this matter.

I look forward to hearing from you.

Warm Regards,
Adry | NZSALE Member Relations"

I had still not had a response to my request for the accessories list at this point nor my request for a refund of the shipping costs.

I sent the number required and Adry responded saying that that information had been sent to the relevant team. I then received this response from yet another customer service representative, on 6/8/2018

"Hi Kate,

In this instance you may need to return the phone to our facility and from here we will send to our supplier for the warranty.

During the process of repair, some or all of your stored data may be lost. Please ensure you have saved this data elsewhere prior to repair. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

Once the device is received the problem will be looked into and depending on the extent of the damage the device will be repaired or replaced.

Be sure to remove your iCloud account from the device if applicable - as any device that is locked to a user account will not be processed until it has been unlocked.

Any device showing signs of physical damage or water damage may be ineligible for warranty cover.

Any device that is not returned within 1 month of reporting an issue may be subject to fees or refusal of cover.

Be sure to pack your item very carefully as we do not assume responsibility of your device until it arrives back at our facility.

In order for your to return the item please follow the below step :

To return a product at our expense, please clearly write the Return Number (RT1520030) on the outside of your package so our returns team can process this swiftly once received. You can find your Return Number at My Returns once you login to your Nzsale account.

In this instance you can send your return back via Castle Parcels to prevent incurring any postage charges.

You can contact them via email (freight. [protected]@castleparcels.co.nz) or call them on [protected] and quote your RAN number to them.

Our returns address is:

NZSALE Returns
6 Ride Way
Albany
Auckland 0632

Please take note the warranty claim process will take some times as the item will be return to our facility and once we received, only than it will be send to our supplier.

From here our supplier will diagnose the device and repair / replace the parts and will ship it back to the address you have provided.

Happy Shopping,
Mohd Azmir | Nzsale Member Relations"

Considering I had spent extra money to purchase a BRAND NEW iPhone and it had arrived faulty, I am not prepared to accept a repair with refurbished parts or a refurbished phone as a replacement. I could have purchased a refurbished phone for nearly 1/2 the price I spent on the new one and had not been able to use it, even for a day!

It is also in your returns for faulty goods policy that a significant fault (which this is) will be refunded upon receipt of goods being returned.

My email response was

"Ok, I understand you have a process to follow. I am feeling frustrated at the situation I am being placed in. I rely on my phone for my job and day to day life. This is a real inconvenience for me. I have spent $600 and waited 6weeks already for this phone. I am not happy with and do not agree to the phone being replaced with a refurbished one. I paid for a new one and it has not worked as it should since the moment it was taken out of the box. If I had wanted a refurbished phone, I would have paid 1/2 the price and got one. It also needs to be noted that, along with the camera not focussing (, as discussed in my previous communication with you), there is also a bright spot in the screen, at the top, just to the right of the centre line of the screen. You also have not responded to my request for a list of the accessories that were stated to be included in the sale/purchase, can you please do so."

The next day, I recieved this response.

"Hi Kate,

Thank you for your reply. I am sorry for the inconvenience that this has caused.

Alternatively, you can also return the phone for a full refund should you not wish to send this phone for a repair.

In regard to the missing bonus accessories, please provide me with the below information so I am able to investigate further.

1. How the parcel has reached you?
a. Did you received it by yourself?
b. Did someone else receive it on your behalf?

2. Is there any visible damage on the parcel?
a. Is the damage is visible before you open the parcel?
b. Or the parcel was opened before you received it?

I will assist you accordingly once I receive your reply on the above.

Warm regards,
Faizah | Nzsale Member Relations"

My reply was the same day and read

"
07 August, 2018 at 04:23 PM
I will send it for a full refund if you cannot guarantee it will be replaced with a new one.

To answer your questions:

1/ the parcel was delivered to my home address by PBT courier.
A/ it was left in my letterbox in the 20mins I was out dropping my kids to school.
B/ as above, it was left in my letterbox.

2/no, there was no damage on the box.
A/no
B/no"

On the 8th August I received this message

"Hi Kate,

Thank you for your reply.

I have consulted with our Support Team and have been informed that phone will be examined by our suppliers who will then either check if this error can be repaired or they would replaced the device with a new one. At this point of time I'm unable to confirm as this is subject to the examination by the suppliers.

Please do contact me again should you need further clarification.

Happy Shopping,
Adry | Nzsale Member Relations"

and responded the same day with

"I will send the phone and accessories back for a full refund then please. I do not want to waste anymore time with this. It has already been 2months and I will have to still wait for the refund before being able to purchase another phone.
I will take it to castle post tomorrow.

You still have not sent me the full accessory list. I have answered your questions so can you please send me that list.

Quickly running out of patience.
Kate"

At this point I was feeling incredibly frustrated, so you can imagine my frustration levels now considering this is still unresolved over a month since THIS communication!

Finally, on the 9th of August, a full week after receiving the faulty phone and asking for the accessory list, I was sent an email with the list of accessories.

I straight away responded with which ones were missing

"Ok,
As I mentioned on my first contact with you, I didnt think all the accessories had come with it.
The accessories I received were

A waterproof case
Car charger plug (but no cord)
and a wall charger (that came in the Apple box)

There is was no silicon case or glass screen protector.

Can you please tell me how long it will take to receive the full refund from when you receive the phone?"

I recieved a response from Adry referring me to the refund policy, and said it would be 5days from the receipt of goods.

By this point I already had the returns number to give to Castle Parcel in the ‘your returns' section of my NZsale account page.

I took it to the post shop, sent it away and heard nothing more for 10 days so I sent a request asking for an updated. I recieved this response the next day 21/8/2018
Confirming the process for the refund.

"
21 August, 2018 at 04:06 PM
Hi Kate,

Thank you for your message.

I have checked in our system and we have not yet processed your returned order-RT1520030. If you have used a trackable service to return your order, could you please confirm the tracking ID so that we can check that it has been received by our Warehouse?

Please note that once your return has been delivered into our warehouse, it can take up to five business days for your return to be processed. Once your return has been processed, you will be notified via email by our Returns Team.

If you have any further queries please do not hesitate to contact us.

Happy Shopping,
Anis | Nzsale Member Relations"

At this point I was slightly concerned about the location of the phone as I would have expected a couriered parcel to arrive well before 11days since postage.

2 days later on the 26th of august, exactly 2 months since the sale finished, I recieved this communication.

"Hi Kate,

Thanks for messaging NZSALE, we have received your phone and have sent this off this morning for repair in Australia, as soon as this has been done the phone will be returned directly to you from the repairer.

Happy Shopping,

Jaqueline | NZSALE Member Relations"

What?! I mean, seriously! I don't know if it's because there are so many different people responding to the same communications or if your staff lack training or are incompetent or just can't follow your own policy procedures but this should not have happened.

I expected shipping delays because that is how nzsale works, I didn't expect to me misled about those, or have faulty goods arrive late, missing parts and definitely not as described.
I find it unacceptable that after all the money and time I have spent on this matter, it has now been over 2.5months since purchase and I have no phone, you have over $600 of my hard earned money and there is still no end in sight.
I feel robbed and cheated.

I don't expect people to be perfect, I am a reasonable person who was happy to work together with you in the beginning, to repair or replace the phone, even though their was no fault on my behalf that it was terribly late in arriving and then arrived faulty.
I was reasonable when you explained the repair process and I declined and said I would prefer a refund which your people agreed to and then confirmed the process over multiple messages.
I was reasonable and accepted that there would be yet more time spent waiting for the refund to be processed.

What has happened now is unacceptable. I immediately responded to that email saying that that wasn't what had been agreed and reiterated that I won't accept a refurbished or repaired phone (nor do I have to by law or by your own policies!) and since then, I have had ZERO response to my next 4 messages over the previous 2.5weeks.

I have no other option to lay a formal complaint to try and recoup the cost of the phone and receive some form of communication.

I have no phone still and no refund. What is happening? And
where is my money? It is nearing 3months, MONTHS, since I made this purchase, it is totally unacceptable.

I look forward to a conclusion and a resolution to this sale/purchase transaction.

Regards
Kate Griffith
[protected]

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24 August
Technical Issues
Potential Small Claims Tribunal claim;
I initially purchased a dog bed which was too small, I sent it back and expected a refund. Instead you gave me a store credit.

I hate store credit because I'm then forced to purchase off people who clearly never intend to give refunds (as they should).

So to clear this store credit I purchased an item that required me to pay an extra $2. The PayPal checkout showed I needed to pay $2 and after I'd gone through the checkout you had actually charged me $8 which is close to fraud and theft.

I then phoned your store and the suggested the cancel the order and make a new order that used all the store credit.

I did this and ended up in the current situation where the item you sold me is not in stock and you are now ATTEMPTING TO GIVE ME A BLOODY STORE CREDIT!

I DEMAND A REFUND!

You have advertised and sold items which you don't have and now you are attempting to keep my money as store credit which expires!

I demand a refund!

I place an order for bread tin the order number [protected] was damaged and I emailed them the very moment about the damage item which cost me $55.00 and again there came my separate order $78.60 and it was for 2 candle stand, I received just only 1 candle stand in the delivery with 2 candle base, So 1 candle stand was missing. I had send them so many emails but they reply on 1 or 2 asking for evidence which I sent them already. Please help us . Thanks

I've return a pair of shoes a few days ago (because they delivered the wrong pair of shoes), and asked for a return inquiry and it was excepted, That was all fine, but then I noticed that money has been taken out of my account again (for the second week payment) even though I asked to return them two weeks ago...
The shoes got picked up a few days ago and when I try to call Nzsale about why they are still asking my money they gave me a contact number that doesn't work! I'm furious I want my money back !
Even tried emailing them and they say it wont be forwarded...
If there is any way to get in contact with someone from NZ sale so I may get my money back and cancel any further payments to be made, it will be much appreciated.

I ordered furniture covers yesterday. They picked my previous address to send my order. I email them so many times to change my address but no reply. I've been trying to contact them but still no response from there side. Very pathetic customer service. Can u please send my order to
Sandiya Naidu
53 Rangitahi street
Otorohanga 3900
Waikato
New Zealand
[protected]
Thank you

I am Bayer of 3 Items, Order Number [protected]
They do not want to deliver the things I bought at my home address, even though that I paid the delivery. The other problem is that I paid for delivery, even though I chose a payment method that promises free delivery. I quote: "Ourpay Select - Buy Now Pay Later, combined with Free Delivery".
In addition to all this, they keep my items in store and want that I take them there, although it's 50km far from my home and I'm without car

Items - 3
Order Number [protected]

I have been waiting for 3 weeks for goods that according the NZSale have been delivered!
I was getting some responses for a while. Empty promises.
When I stated that it's obvious they are buying time with excuses such as "we are waiting for ANOTHER department to contact us!" - no response!

It's been 7 weeks since I paid in full and all the goods have not been received.

I suggest to alss send a complaint to the ombudsman and as tweet it !
These guys need to be exposed - I'm not the only one see twitter...

Order number [protected] I ordered and paid for a pair of shoes on the 20/3/18 through the nz sale app on the 21/3/18 it says stock arrived that's as far as it's gone I'd like to know why your company takes 15 Days to send shoes after I have paid which are in Stock or at least I'm being told there in Stock and even more amazing they still haven't Been sent if I don't get an answer or shoes within the next 7 days I want a refund this is a [censor] joke. I'd like a phone call or email with an answer as to why I'm still waiting asap ph [protected] or [protected]@gmail.com.. Todd Craigie

I feel very cheated and I'm tired of this [censor] company. I returned the boots because the carvings were not clear and I was wrong. Now that I finally found some boots of the same brand and the like, they send me the boots and they make mistakes or I do not know what the [censor] they did with their boots. I want my money [censor] now because I'm sick of being told that I should wait for a [censor]ing invert. I do not understand that research crap so slow you guys are performing. I need my money because you are cheating on me and this is not going to stay that way. Sons of [censor] I never buy this page [censor] again

Hi Sir/Madam
Last week I bought a Reebok shoe size 7 from your site, but it didn't fit me and I want to change the size to one size bigger.I checked the site and this model (R CROSSFIT NANO 6.0, WOMEN)is still on sale with the same price as I paid and they have all of the sizes.I will appreciate if you guide me how to change the size?I will attache the photo of my order to make it more clear.I want the same model size 7.5