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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.
I recently purchased an item from my local Mitre 10. I bought it online because I was unwell and couldn't go there myself. They took 3 days to process my order. I received no reply whatsoever to the email I sent to enquire about the delay! It took a week to receive an item from across town. It takes the same time to receive from China and with far superior follow up customer service. Furthermore, the item I bought, Made in China, would have cost me half the price I paid at Mitre 10. Needless to say, I regret purchasing it at Mitre 10 and was left stunned by the total lack of customer care.
The first thing that is a pain is the waste of time website! There are more and more listed items with no prices - how am I to price check? May as well just give straight to Bunnings! My local M10 in Chch also seems to be lacking in staff numbers and those that can be found lacking in knowledge sadly
Visited Oct 27 to exchange a 2L paint tin for 10L size (unopened, unused). Intended to also purchase 30L additional paint (~$1,000 spend).Offered bank statement + photo ID as proof of purchase. Staff refused and instructed me to drive back to Cromwell first.Problem: NZ Consumer Protection guidance explicitly lists bank statements as acceptable proof. Yet Mitre 10's policy only accepts invoices.This conflict between corporate policy and government guidance is the real issue.Took my business to a competitor instead. For a national retailer, I expected better flexibility.
The staff was very helpful and also very knowledgeable in the department being able to help me locate exactly the tool and also share a bit of an explanation on the tool itself Very kind and helpful, especially the mitre 10 mega in Taupo
Mitre 10 Henderson Megastore staff are so kind and welcoming. All staff members are so full of knowledge and approachable.A big shout out to the staff who took me around to get my drilling tool set sorry I forgot your name. You are very kind person.
The redemption for dealt tools is an absolute farce. When you go online to redeem your bonus item the dewalt response is that it may take up to 2 months. When I contacted Mitre 10 they kept trying to fob me off to dewalt,l but I did not buy the item from dewalt and I have a contract with mitre 10. Mitre 10 are required to meet the terms of the contract, that is supply the bonus item within a reasonable timeframe which is not 2 months.
MITRE 10 ON LINE SHOPPING FOR CHB IS ABOMINATION ...... EVERY SECOND PLANT ONLINE IS NOT AVAILABLE AT CHOSEN STORE WAIPUKURAU. ITS A WASTE OF TIME THEY HAVE ON LINE SHOPPING BECAUSE THEY DONT HAVE THEM ANYWAY SO ITS A WASTE OF TIME GOING IN STORE SO I TRAVE TO NAPIER AND HASTINGS AND TOTALLY GIVE THE FRIGIN STORE A BIG MISS...ABSOLYTUELY DISGRACEFUL ...THEY SHOULD TAKE THE PLANTS NOT IN STOCK OFF LINE BUT THEY KEEP THEM ON LINE TO FOOL CUSTOMERS THEY HAVE GOOD SALES ....WHAT UTTER RUBBISH AND IT DOES NOT MAKE A DIFFERENCE WHAT SEASON YOU WANT TO BUT PLANTS THEY HAVE ABSOLUTELY ZILCH...SO I BYPASS THE DAMN STORE ALL TOGETHER.....
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