mitre10.co.nz

If I could give 0, I would

I am extremely disappointed with the service I received from Mitre 10 Mega New Lynn regarding my LawnMaster lawnmower warranty repair (Repair ID: 2373366). What I experienced was unacceptable, unprofessional, and honestly shocking for a brand that is supposed to be known for good customer service.1. Repair lodged on 8th November: but staff claimed I dropped it off on the 12thI handed the lawnmower over on 8 November 2025, yet when I called one week later, I was casually told it was “processed on the 12th.”When I corrected them, the excuse was that the operator was a trainee who didn’t know what she was doing. This already showed how poorly the job was handled from the start.2. Twice told it was marked HIGH PRIORITY: but it actually wasn’tI called again the following week. The receptionist told me she had emailed the repair team because nobody was answering their phone, but she reassured me that my job was marked as a HIGH PRIORITY repair.This was completely false.When I called again on 22nd Nov, after being kept on hold for 15 minutes, I was told the repair will take 4-6 weeks with no such thing as a high-priority status.So the “high-priority” story was clearly just something said to get me off the phone.3. Ridiculous customer service behaviourThe person who handled my call on the 22nd was extremely unprofessional. She claimed she was a supervisor, but after 5 minutes of me explaining the issue, she suddenly said she would “get her manager.”Two minutes later she returned saying someone from yesterday will call me back instead. No clarity, no follow-up, nothing.It honestly felt like nobody wanted to take responsibility.4. Staff who don’t understand the products they inspectWhen I first brought the mower in, the person inspecting it panicked because there was a little fuel leakage. He acted like it was a life-threatening situation and completely overreacted, which instantly gave me the impression that I was dealing with someone who doesn’t understand lawnmowers at all.5. A 1 year-old mower with a 5-year warranty: yet no urgency and no professionalismThis mower is only one year old, with a 5-year warranty, but the attitude and service I received made it feel like they were trying to push me away instead of helping.6. Mitre 10 needs to fix the inconsistency between franchise branchesI recently learned that different Mitre 10 branches are operated by different franchise owners.That explains why some branches (like Henderson) provide decent service, while New Lynn feels like a completely different experience and not in a good way. Final Thoughts:::This entire process has been frustrating, time wasting, and completely avoidable. New Lynn Mega seriously needs to improve its customer service standards, staff training, and communication.Customers deserve honesty, follow up, and professionalism not excuses, delays, and being bounced around between people who don’t seem to know what’s going on.I hope this review prompts someone within Mitre 10 to actually look into my repair and fix the bigger issue here: how customers are being treated at this branch.

Date of experience: Nov 22, 2025