Review Time
I purchased a new sharp microwave flatbed inverter on boxing day 2023 from the Base Terapa Hamilton and after 2 months the microwave went bust with smoke coming from rear section.I went into the store on 22Feb23 with the product and they advised it would take 3 to 4 weeks to repair the same and they do not replace the product.I contacted Sharp service centre in Auckland and they advised it only takes 1 to 2 days and they send it to their service center.Sharp called me back saying they had contacted Heathcotes Terapa and had advised to speed up the process and advised me to leave it with Heathcotes .After one month of waiting allmost 31 days with no microwave with kids I had to email Heathcotes back that I was not happy with service and that afternoon the salesman called that it was ready for pickup.I am not impressed with level of service provided.I will never be purchasing again with Heathcotes Terapa Hamilton.Sorry you have lost a customer.
I had a very bad experience buying a tv and tv cabinet from Heathcotes Te Rapa, and the customer service was very bad. The person whom I talked to was Adrian, and his manager refused to talk to me.Anyways, here is my situation:I bought a TCL 65" tv in the boxing day sales. It took them 2 weeks to deliver it to me just from Auckland to Hamilton. For picking up, I took couple hours off from work, borrowed another friend’s ute, called another friend to come and help me. Took us about 2 hours to pick it up, unpack it, set it up in the house.I turn the tv on and it does not have sound, I spend an hour to find out what’s the problem, and it doesn't work again. The other day I plug it in and it starts smoking!I call Heathcotes to change the tv for me, and they say it will take few days to replace it. I have been waiting for 2 weeks, and nothing has happened, and I have been spending time, following up about all these things! Adrian told me it will take few days, and I said do I need to follow up about it? And he said No. I have been following up 2 times in the meantime!Regarding the tv cabinet, the paint inside couple of the drawers is obviously peeled, and it is obvious that the person who made the table ridiculously repainted it with the low quality paint!Why should I spend my valuable time returning a huge 65" tv and cabinet to the Heathcotes store, so that they replace it for me? And they don't do any reimbursement at all! If it is a business ethic, then it means I am a master business! You need to keep your customers happy instead of only thinking about their money!I know now a person will respond to this comment as:We apologize and we will pass this comment and blah blah. It does not give me back the time and effort that I spent, but what I can do is that I never buy anything again from you and will not recommend it to my friends!
I have had the most amazing experience I've ever had with retail, with this fantastic business. I purchased my item and it was sent the next business day, arriving the next day to a rural address! I then had a issue with the product so I sent a Facebook message to their business page. It was answered within two hours and after a couple of troubleshooting steps organized a courier to pick up the faulty item and resend a new one super fast. The return process was faultless with constant communication, online ringing me to make sure I was receiving the info and if I needed help with anything. A message and email to let me know the new one was on the way and it once again arrived the next day. The faulty product wasn't their fault at all but they ensured everything was sorted very swift and they had the most lovely customer service approach. I will be going back for any other appliances I need.
Extremely bad after sales service. They send a technician out to look at an issue on an aircon just over one year old, which they did not resolve. The service manager Wendy was very rude and basically said that they will have to charge me another $137 if they have to send a technician out again. I have learned my lesson, will never purchase from them again.
My 900w Nutribullet motor burnt out after 6 months and I emailed Heathcote's about it. Jess sent me an email almost immediately with a prepaid courier label. She then sent me a replacement within 24 hours of her receiving the faulty product. Brilliant service. Thanks so much.
After a disappointing episode with another electrical retailer I decided to try these guys even the I had never heard of them. I went online and checked for some wireless headphones I wanted, these guys had a great price so I brought them and another pair also for my daughter, the communication was excellent and parcel turned up 2 days later, really pleased with product and service, I'm going to buy some more stuff online from them now as Ive had a nitemare with another large retailer who was extremely disappointing on there best day.
I bought a stove,double dishdrawer and microwave to replace ones not working any more, as well as a cordless vacuum cleaner. Jayden gave excellent customer service and the large appliances were delivered and installed the following week as promised. Nitesh gave exceptional service as well when he installed the stove and dishdrawer and then took away all the old appliances and packaging. Thank you very much Heathcotes. Your staff are a real asset to you.I hope they are appreciated.Christine Wallace
Sold me a dud electric tooth brush. Took it back to the store they could no do anything until Monday because I bought it on line. No call Monday, rang them Tuesday. They sent the brush to the manufacturer who replaced only the charger. Not happy about using a tooth brush handled by persons unknowingly. Finally got a call a week later, I could come collect it from the store. I asked if they could post it out, they used NZ post who, in their typical form have bungled the delivery.
I bought a Kindle online for my daughter but it turned out her partner had also bought her one. I emailed Heathcotes who replied quickly saying goods had already been dispatched. Nevertheless, they contacted the courier to stop the package being delivered and get it returned to them so I could be refunded, keeping me informed at all times.
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