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Topic # 240498 11-Sep-2018 10:12
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I bought a new Samsung Note 9 from Noel Leeming, however when I got home and tried to open it, but I see the seal was already broken. I didn't open it and never touched it again.

 

I took it back to swap it for a new one, however I was met with rude, atrocious treatment.

 

First they refused to serve me because I had bought it from another Noel Leeming store. They didn't even want to pay any attention to the issue and told me to go back to the store I bought it from. I insisted that they look at it as they are all the same business and I have a right to stay at the store and get served.

 

Second, they accused me that I already opened it and went through the whole package myself. THIS IS TOTALLY NOT THE CASE. I didn't even open a single flap, much less touch the phone or anything inside. When they opened it they said there were fingerprints all over the phone, and I did notice some fingerprints when they showed me. However it is impossible that they are mine.

 

Third, they were very rough handling the phone and the boxes. A total of 3 people went through the phone and everything inside. Two of the people didn't even have any responsibility in regards to the phone and were simply doing it for the kicks because they were bored. It is a $1700 phone and it is my property and they are just chucking it around on the desk like it's a toy duck. The value of the phone goes down each and every time they do this. I pointed that out but one of the guys just laughed at me.

 

I then got into an argument with him due to his demeaning behaviour. The customer service from all 3 of them were unprofessional and rude, but this dude was just a total dickhead. He then followed me to outside the store, stood in my face, and yelled "I WILL F*** YOU UP!!!!! I FINISH AT 530."

 

I complained to the manager but he didn't care at all. He said he didn't hear it and I provoked him. I asked him to speak to the abusive guy and he said "oh he's busy with a customer". It's convenient that the manager is from a certain country, and the staff member and 90% of all staff in the store is from the same country. So much for diversity and inclusiveness in hiring practices, especially at an iconic Kiwi brand. I will say though, this probably isn't the case for every NL in NZ, but the St Lukes Mega Centre one has been atrocious the two times I've been. The first time I went the sales rep didn't look at me in the face once, and started chatting with his colleague in a foreign language abruptly when I was asking him with a smile a question about a product I was about to buy.

 

Does anyone have any suggestions? Is Small Disputes Tribunal my next cause of action?

 

TLDR: Bought new phone but had been opened already. Wanted a swap, refused as they said I opened it. Was subsequently told "I WILL F*** U UP".

 

 

 

 

 

 


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Mad Scientist
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  Reply # 2087325 11-Sep-2018 10:14
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I think you should have gone back to the store you bought it from. Because it really has nothing to do with the store that got really upset.





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  Reply # 2087327 11-Sep-2018 10:16
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  Reply # 2087328 11-Sep-2018 10:16
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Why did you not go back to the same store you purchased the handset from?

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  Reply # 2087329 11-Sep-2018 10:17
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Just let it go, your blood pressure will thank you.

 

Go back to the store you originally dealt with, get a refund, go buy one somewhere else.


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  Reply # 2087330 11-Sep-2018 10:19
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You should have accepted and let me know, I would enjoy dealing to one of those P.O.S. 

 


Anyhow, I'd go and call NL head office immediately and advise of this then also advise that if they do not rectify this by sending you to another store or posting a new device you will followup legally and pursue the staff member for threatening grievous bodily harm and the manager for conspiring with him.
See how that pans out.

Anyway, I'd be keen to hear the NL side of the story, I've personally never known a single person to be that irrational. Even when the person they are interacting with has instigated the issues... I think you may have pushed some buttons. Did you pull the ethnic card on them face to face?





 


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  Reply # 2087331 11-Sep-2018 10:20
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First off the box could of been opened just to show a customer a different colour phone

You know you can check usage time on a phone? Sounds like to me a major over reaction to nothing

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Ex JohnR VodafoneNZ 17 years 4 days

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  Reply # 2087334 11-Sep-2018 10:22
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Don't they offer 2 weeks money back guarantee? Just return the phone, get you money back and buy it somewhere else.


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  Reply # 2087339 11-Sep-2018 10:27
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If it's so important that you get an unopened box (I agree that getting an unopened box is preferable, I wouldn't like a product that has been opened and potentially used by someone else) then why didn't you check the box before you left the store? Otherwise you'll end up in a situation where it's your word against the stores.


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  Reply # 2087343 11-Sep-2018 10:31
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eph:

 

Don't they offer 2 weeks money back guarantee? Just return the phone, get you money back and buy it somewhere else.

 

 

Won't get money back but gift card. Good thought there though!





Swype on iOS is detrimental to accurate typing. Apologies in advance.


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  Reply # 2087348 11-Sep-2018 10:40
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The last time I dealt with these cowboys was three years ago when I ordered a camera online and when I went to collect it they tried to give me an empty box with no camera in it! Their Facebook page is full of complaints.

 

Personally if I had experienced what you describe then I would lay a complaint with police.


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  Reply # 2087349 11-Sep-2018 10:40
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Wow, that sounds like a horrible experience!

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  Reply # 2087350 11-Sep-2018 10:41
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JayADee: Wow, that sounds like a horrible experience!


Only heard one side of the story

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  Reply # 2087354 11-Sep-2018 10:45
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Batman:

 

eph:

 

Don't they offer 2 weeks money back guarantee? Just return the phone, get you money back and buy it somewhere else.

 

 

Won't get money back but gift card. Good thought there though!

 

 

Really? Didn't know that... Looking up the CGA it looks like they can give you back whatever they want (cow skin maybe?) in exchange if it's in their policy.

 

Also looks like if you purchase online from them they give you refund but in store they only give you their virtual money.


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  Reply # 2087357 11-Sep-2018 10:47
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Why didn't you take it back to the store you purchased it from? The fact they're it's the same chain is largely irrelevant.

 

 


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  Reply # 2087358 11-Sep-2018 10:48
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eph:

 

Batman:

 

eph:

 

Don't they offer 2 weeks money back guarantee? Just return the phone, get you money back and buy it somewhere else.

 

 

Won't get money back but gift card. Good thought there though!

 

 

Really? Didn't know that... Looking up the CGA it looks like they can give you back whatever they want (cow skin maybe?) in exchange if it's in their policy.

 

Also looks like if you purchase online from them they give you refund but in store they only give you their virtual money.

 

 

their policy says gift card





Swype on iOS is detrimental to accurate typing. Apologies in advance.


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