Novo ShoesReviews 

One month old boots heel broke they blame me!

Very Disappointed with Novo Shoes

I’m really disappointed with my recent experience with Novo Shoes. I purchased two pairs of shoes online for click and collect in-store. When I went to pick up my order, I saw that they had a "40% off second item" promotion running in-store — and had been for weeks.

I checked their website, which clearly states:
"40% Off Second Item – Discount applied at checkout. Online & In-store."
But when I contacted customer service about not receiving the discount online, I was told the online store doesn't offer the same promotions as in-store. This was frustrating, especially since their terms and conditions don’t mention any difference between online and in-store offers.

I raised this issue several times and kept getting the same copy-paste response — that online and in-store run separate promotions. If that's the case, it should be clearly stated in their T&Cs. Other retailers usually note when an offer is “online only” or “in-store only” — Novo does not.

It feels like Novo doesn't care once they’ve taken your money. I was left with no resolution, despite their customer service saying they are “happy to help.” This experience has really put me off shopping with them again.

Their online return policy is absolutely appalling. I ordered shoes online and received them just yesterday — within one hour of trying them on, I contacted them to request a refund or exchange due to sizing issues. I’ve bought from them before, and sizing has always been inconsistent — sometimes size 5 fits, sometimes size 6. Based on that, I ordered size 6, but it turned out to be the wrong fit again.

When I asked to return the item, I was told I couldn’t do it in-store and would need to post it back at my own cost — which ended up being more expensive than the shoes themselves! That’s absolutely ridiculous and unacceptable.

When I reached out to their customer service team, they casually dismissed me by saying they’re an Australian business and only follow Australian Consumer Law. If that’s the case, why are they operating in New Zealand and using a .co.nz website? Why are they accepting NZ orders if they’re unwilling to follow New Zealand consumer rights?

It’s beyond frustrating. I feel completely ripped off and misled. This company has no ethical backbone, and their customer treatment is shameful.

To anyone considering buying from them: please don’t. Their business practices are deceptive, and they take zero accountability once they have your money.

Madhubani Das (staff) at the North Shore - Glenfield New Zealand was amazing, outstanding service. Thank you very much

This review is dedicated to the wonderful staff member Selin, who assisted us at the Northland store. Selin was patient, friendly, and professional as my daughter tried on numerous pairs of shoes. Exceptional customer service seems rare these days, so it was refreshing to meet a young person who truly understands how to greet and assist customers. Thank you, Selin!

They advertise on Debenhams market place, ordered shoes 6 days ago, paid for express 2 day delivery at an extra cost. Still waiting to be despatched. They send a 'it's on it's way' email, with tracking number to appease the customer BUT they don't actually dispatch the parcel. Terrible service.

Stay away from this company at all costs. You will not get a refund even if a store says to contact their customer care team. They're dodgy and will never shop here again

Before New Year, I bought 3 products from the store. I wore two of them only once and both hurt my feet so bad that I still have wounds. One of them, I wore for the New Year party and I couldn’t wear it til the end - I had to take them off. I went back to the store and the managers said that they couldn’t do anything because I didn’t have the boxes and that there was nothing wrong with the products. They are really bad in problem solving, customer service and relations. I felt my money was stolen from me. Their products are of low quality, just as their services.

Can o give ZERO starts? Worse customer service ever. Illegal return policy. Low quality shoes. Stay away from this shop , as far as you can. They will do everything to refuse refund, return (they ask for the box!!). They claim shoes do hurt your feet, is not a low quality issue, even when there are sharp plastic edges inside the shoe that cut through the skin! A good case for Fair Trade to review.

They sent the wrong size shoes. I am expected to pay for postage to get them exchanged myself, even though the problem is their fault. I am appalled. Never using this company ever again.

Stay away from this shop and their shoes. The shoes were extremely uncomfortable and chafed my ankles when worn. When I went to exchange ( beware they don't return) i was surprised to be dealt with extremely rudely. Horrible experience and stuck with horrible shoes.

These shoes are super uncomfortable. When I tried to return my other unworn shoes, I was told it’s exchange or credit only. When I purchased them, the woman said I could get a full refund. I’ll have to sell them on Depop as I will not wear such poorly made and uncomfortable shoes. You pay peanuts 🥜, you get monkeys 🙊. I will never buy Novo shoes ever again.

THE MOST HORRIBLE CUSTOMER SERVICE

I was their customer for the past 10 years. I live in the countryside, yesterday I went to store and I already have one pair of the sandals rose gold, there wasn’t my number. I work everyday until 7:00pm. Tried to buy online but it’s the same price I paid for (full price) ente in store it was 48.00, tried to buy via the phone , couldn’t. They don’t make it any easier. They don’t appreciate their loyal customers. I’ll never buy in this place anymore. Online way more expensive. Many calls to stores for nothing.

I called the store to confirm a design and size, on confirmation I said I will come now and I drove 20kms to reach the store and it closed and it just says be back at 3:50 PM. I have been here since 3:15 PM. If I was told that the store is going to be closed for an hour I could have done something else and then Come to pick up.

Nova Shoes Manuka Auckland. Want to purchase shoes I picked out in size 8, the staff member went to get them, came back sorry we don't have any, do you want to try a 9! I said I am an 8! I asked if they had them in another color she just said no, didn't go and check but would like to try size 7! Really how bad does this get!

I ordered a pair of shoes from thier outlet " TRESTINA" got a order confirmation saying they will let me know when it will be shipped.
A week later , no email with tracking number absolutely nothing!! Wrote countless emails to thier customer service asking if it's been shipped, or to give me my money back but I
got NO REPLY EVER. They took my money and got no product that I ordered.
Will NEVER shop from this place again.
BEWARE! DO NOT BUY FROM THIS COMPANY!!! I'd give this ZERO STARS if I could! Absolutely DISGUSTING & REVOLTING

Ordered shoes for my sister as gift, received 1 shoe only instead of pair. Lengthy process of emailing end up now have to pack and arrange courier to pick up for return then they can refund. Waste of time buying through them. Upset that you have to go these when they should be checking items before they send it out. Useless

If I could give a 0/5 I would. Bought something that I didn't want and ended up with a gift card. Tried to use the gift card online and was charged the full amount to my bank account. Asked them to fix it and apply the gift card instead and they refused. They told me to just use the gift card another time, but I never want to shop with them again. Will be contacting the Obudsman if this is not resolved tomorrow.

I have not shopped here in a while but I have bought some lovely shoes from Novo over the years. There was unfortunately one pair that broke while I was out one night which was disappointing.

I have been a customer with nove from 2013 till now last week I bought a shoe and the leather is peeling out also the lastic got loose buckle comes out while walking.
I went to botany auck nz Lucy named manager first told me she can help in changing the shoe but wen she came back said it's not novo fault I should haven choose carefully. Lucy started to be arrogant and loud as she told me to walk out she can't replace the shoes. I'm taking this to consumer as customer rights shoes is just a week old and leather is coming out. It's not acceptable.