Review Time
I'm relieved these weren't intended as a gift. I purchased some storage containers during a promotional sale. Unfortunately, the boxes, especially one, appeared quite worn. One container, which I saved for last, was clearly a return as it had been resealed. The containers were scratched, and one was missing entirely. I'm generally disappointed with the condition of the retail boxes (there was no mention of the poor quality of the stock - I understand it's an outlet, but the descriptions should be accurate). The third box was simply unacceptable, and I'm currently waiting for a response on how they will address this issue.
I'm grateful these weren't meant as a gift. I bought some storage containers during a promotional sale. Unfortunately, the boxes, particularly one, looked quite worn. One container, which I saved for last, was clearly a return as it had been resealed. The containers were scratched, and one was missing. I'm generally disappointed with the state of the retail boxes (there was no mention of the poor quality of the stock - I understand it's an outlet, but the descriptions should be accurate). The third box was simply unacceptable, and I'm currently awaiting a response on how they will resolve this issue.
I ordered a suitcase on the 4th of December for our holiday. On the 8th, I received an email stating they were behind schedule. I replied urgently as we were packing. They assured me it would be prioritized. By the 11th, I still hadn't heard back, so I requested to switch it to a Click & Collect purchase and I would drive to pick it up. That same day, I received an email stating it was shipped. Tracking showed it would arrive on the 17th, the day we were leaving, forcing me to buy another suitcase. It finally arrived on the 16th, but I no longer needed it. Throughout this, I sent multiple emails without replies. There’s no phone number available for support. I attempted to reach out through a number on the shipping box, but it connected me to a store that just provided the customer service email. It’s been a frustrating experience, and I hope to get a refund as I'm entitled to under consumer rights.
I haven't had an order without issues yet. Their live chat seems ineffective as I've never connected with an agent despite trying multiple times during business hours. Email responses are very slow (over 2 weeks for my second issue), which is problematic with their 14-day exchange policy. The latest issue involved receiving two left shoes of different sizes in a box without a lid - it was obvious the person packing the order knew what they were doing. I'm not giving a one-star rating only because they quickly offered refunds for some issues without me asking, and when I finally managed to speak with someone, they were polite and helpful. I understand it’s a busy time of year, but that shouldn’t be an excuse. At the very least, they should implement a queue or automated message in the live chat so customers don’t feel ignored.
Terrible experience; they use terms like ‘refund’ implying money returned, but only provide store credit and then ignore all emails and calls. Really not a great service. If you're considering buying from the outlet, I'd advise against it. They complicate things unnecessarily.
When I placed my online order, I mistakenly chose click and collect in one location instead of delivery. I contacted the store, and they quickly identified the error. A representative from another branch informed me they were having system issues but promised to expedite my order. I needed it by Friday for a trip, and the representative ensured it was sent out manually. My bag arrived on Friday, and I was even followed up with a call to confirm its arrival. That’s what I call outstanding service; I truly appreciate the effort made to ensure I received my order on time.
Do not order if there's any possibility you'll need to return your items. My experience trying to return was horrendous, as in-store returns aren't allowed, despite the returns form stating staff would assist with returns. I'm now out nearly $40 trying to process a return, with no guarantee of a refund. Future buyers should be warned: THEY DO NOT ACCEPT IN-STORE RETURNS. They only seem to offer store credit or exchanges, which are not helpful if the item doesn’t fit properly.
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NZ Owned and operated. The Outlet is your new favourite destination for big brands at gloriously good prices. We bring you value every day making premium feel affordable again, one epic deal at a time.
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