The Outlet Reviews 32

I shopped at Whangarei's branch today. Customer service on the floor was excellent. At the counter the staff member was also great to deal with.

I done a click and collect on the 9th of December for an order. It has now been 5 weeks and still no order. I have also emailed with no response. Ive never had to wait over 5 weeks for a click and collect, for 2 bits clothing. Piss poor.

Just bought a bike rack online Great price and top quality product Very speedy free delivery Look forward to more purchases with this great company Cheers Mike Smith

Can i give Zero stars?
These people are the worst. Ordered click and collect in dunedin and have been waiting for ages. Order likely won't arrive for Christmas. Wasted my time and money. Worst store I have shopped at ever!!

Thank gosh these weren't a gift. Bought some bodum storage during their buy 2 get 1 Free sale. The boxes (one in particular were very tired). One (which I saved til last until i had unpacked the tidier of the 3) was clearly a return. It has been resealed tape wise. The containers were scuffed and one was missing. I'm disappointed in general with how the retail boxes looked (no mention of very tired old stock - yes I understand it's "the outlet" but descriptions need to be accurate). The 3rd box was just unacceptable and I'm waiting to hear how they will remedy the situation.

Ordered a suitcase on the 4th of December for our Christmas holiday.

On the 8th of December I got an email saying they were running behind. I replied saying I needed it urgently as we were trying to pack. They said they would make it high priority.

On the 11th I still hadn't heard anything, so I contacted them saying to change it to a Click & Collect purchase and I would drive to Tauranga to get it. The same day I received an email saying it was sent.

Tracking showed it was due to arrive on the 17th, the day we were leaving the country, so I had to get another suitcase. It has now arrived on the 16th of December, a day earlier than estimated, but it is no longer needed because I had to replace it due to slow postage.

During this time I've been emailing without getting any replies. There is no phone number to call. I tried making contact with the phone number on the postage box, but it took me through to a store, where they tried to give me the customer care email address.

What a mess. I hope I can get my money back, as the Consumer Guarantees Act says I'm eligible to!

Update: As the suitcase arrived a day before I left the country I was able to return it and they refunded my money. Phew!

I haven’t yet had an order that has been without a problem. Their “live chat” doesn’t seem to work as I’ve never actually been “connected to an agent” despite multiple attempts, waiting for hours and trying during their business hours. They are very very slow to respond by email (over 2 weeks for my second issue) which is a problem when they have a 14day exchange policy. The latest (4th)problem was being sent two left shoes of different sizes in a box without the lid- the person packing the order would have known what they were doing (it was that obvious) and they did it anyway. The only reason I’m not doing a one-star is because on two of my issues they were quick to offer a refund without me having to ask and when I have managed to finally deal with someone, they have been polite and helpful. I get that it’s a busy time of year, but that shouldn’t be a shock and most businesses prepare for the increase in sales at this time of year. At the very least put a queue or automated message on the live chat so customers aren’t just messaging into a void.

Bought some shoes and makeup. My makeup half arrived still waiting on the rest been nearly 2 weeks

Horrible experience, they use wording such as ‘refund’ which is money returned, however then only give a credit, then ignore all emails and calls. Really not great service. If you are on the fence about something from The Outlet- I would say avoid. They make things harder than they should.

When i placed my online order I submitted a click and collect in Auckland. What I wanted was a delivery to Whangarei. Phoned Whangarei store, who chased it up and advised my error. They contacted Mt Wellington branch. I got a call from Shannon from the Mt Wellington branch to advise they were currently having issues with their system and once up and running, it would be sent, this was Wednesday. I needed by friday as I purchased the bag specifically to take to Asia. Shannon phoned me and said she pulled the order out and manually actioned the delivery so I could get on time. Today is friday and my bag arrived. I just received a call from the lovely Shannon to see if the bag arrived, now that is what I call exceptional service, she did everything she could to get it to me and then followed it up with a phone call. Thank you so much, I am so appreciative for the amazing service I received from Shannon. You are one in a million

Fast delivery! Good product I got cheap converse that I wear every day

Don't even think about ordering if there is a sliver of a chance you might need to return what you've ordered.

Horrendous experience trying to return these, as you can't do it in-store, despite the returns form stating that staff would be 'happy to help' you organise a return. I'm now out of pocket nearly $40 trying to return these, and I'm not even sure they'll give me my money back.

Note to future purchasers (if you dare): THEY DO NOT DO RETURNS IN-STORE

They seem only to want to do store credit or exchanges, which aren't exactly helpful when the item you buy fits so badly that your foot is hanging over the side of the shoe.