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Retailer satisfaction survey

Find out which stores our members were happiest to shop at.

Woman shopping for a stovetop.
Nick Gelling
By Nick Gelling
Test writer

Shopping is personal – whether it’s lower prices or better service, we all have stores we swear by. But the next best thing to your own experience is someone else’s, so we asked consumers for their shopping anecdotes. Who knows? You might uncover your new favourite retailer.

Mobile technology

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Computing

Home technology

Extended warranties

The Consumer Guarantees Act usually renders “extended warranties” superfluous. According to our survey, Noel Leeming and Harvey Norman are the worst stores for this sales tactic, with Smiths City close behind. We think they should stop taking advantage of consumers who don’t know their rights.

“I get annoyed when asked if I want the three-year warranty for extra cost. I cite the Consumer Guarantees Act as protection for my purchase!” Noel Leeming

“Was asked to pay for an extended warranty, which I didn't ask for, and only noticed the overcharge as I was walking to my car. Went back and was given a credit on my card.” Harvey Norman

Whiteware

Small appliances

Furniture and beds

Delivery services

“Delivery was disappointing as they wanted to deliver it to the driveway and not inside the house.”

We say: If you use the retailer’s own delivery service, it’s legally obliged to get the product to your property on time and in good condition. A good service will deliver the product to where it will be used, such as a fridge straight to the kitchen, but it’s worth checking what the store provides.

“They not only delivered the product, they also set it up and took away the old appliance.”

We say: Before buying a replacement appliance, consider what you’ll do with the old one. A much-appreciated service in our survey, some stores will swap an existing appliance out when they deliver the new. It’s a good result for everyone, especially if the retailer can sell it on – but if it’s recyclable as e-waste, you may want to check they won’t dump it at landfill.

Hardware and garden

Eyewear and eyecare

Member comments

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Member comments

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Linda M.
22 Feb 2020
My Noel Leeming

I have to disagree with those who down rate Noel Leeming - maybe I am just lucky with my local store, but I have always found their staff helpful and non pushy. They have been knowledgeable, and when they don't know something, they make an effort to find out. If they don't have what I need they often tell me where I might be able to find it.

Previous member
15 Dec 2018
pb tech phone return

I had to return a phone for repair to pb tech which wasn't a problem. The issue was that all repairs had to go to the Auckland office (I'm in Cambridge) so I either sent it myself or went to the local store in Hamilton for them to send it. If you choose the latter option it takes longer.
Either way I was without my phone for over a week both times as they didn't find the fault the first time until I sent videos of the problem which they then fixed on the second go.
If my phone has any more problems I'm unlikely to take it back because of this inability to fix it locally. When buying from them I'd advise how they would seek to remedy any problems in advance.

Michelle G.
08 Dec 2018
I had excellent experience with PB Tech

Knowing that my desktop computer was likely to start having problems due to age, I looked at the pick-your-own-parts builder with the intention of having them build the machine. I decided to go into the local shop instead of ordering online, and the sales person got me a better graphics card and a better deal overall than I would have received had I shopped online. They were extremely knowledgeable about computer parts. Super easy to deal with. That was the Wellington store.

David C.
09 Sep 2018
Spectacles

I wonder why people still buy glasses in NZ. I'm happy to pay for a vision test and eye health check from an optometrist, but why should I pay 3 to 5 times the price to buy my glasses here, rather than from a source overseas?

Iain F.
24 Feb 2018
placemakers worst, i rate them the best.

i have a bunnings, a itm, a buildlink, a mitre 10, a placemakere all within 15 minute drive.
the placemakers store while not stocking as much and being more expensive than bunnings and mitre10 offer much better service. The staff are more knowledgeable and they dont run away as they do at mitre 10. i have spent three hours trying to buy sound proof batts at mitre 10 as i had gift vouchers, the batts where stored on pallets up high. i also tried to purchase 20 bags of readycrete at mitre 10, i could have just left as no body would help. Placemakers Lunn ave is awesome, i drive in with a trailer and have had up to four guys helping me load cement, concrete, gib board and batts. I avoid mitre 10 lunn ave as there is no service and for someone of average building knowledge you will find yourself knowing more than the staff, that is if you can get served.

Karen K.
22 Feb 2020
Harvey Norman’s really great!

We have recently made four separate large purchases at Harvey Norman’s and I was very impressed with all the different staff who served us on each occasion. They were all very knowledgeable of the products in their separate departments and very helpful. On Boxing Day we ended up purchasing several large items for the new kitchen we are putting in at the end of March and with a payment of 10% Harvey Norman are happy to store these items for us until we need them. This is a huge help. I’d just like to add how much I appreciate being able to look on Consumer to find the best products before going shopping!

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