Novo Shoes Macquarie North Ryde, New South Wales 2113

"I purchased some shoes in-store, but I was in a bit of a rush. I quickly tried the shoes on and they seemed comfy and looked great so I bought them. I was so excited to break them when I got home, but I found they were rubbing like crazy! When I brought them back into store to return them, I was told they don't do returns, I could only exchange or store-credit. No phone number for customer service so I emailed to explain the situation. They responded saying there were no exceptions and couldn't refund me."

"My mum came in today at 11am and she received horrible customer service. There was no one else in the store and she wanted to buy some boots. The young girl who was working was at the counter doing some tasks of some sort and didn’t acknowledge her as she entered the store or ask what size she needed in any shoes. When my mum was trying on shoes the girl went to the back for a while, so my mum gave up on asking for another size. When the girl returned my mum asked if they had any boots with zippers. The girl walked to the back without saying anything, returning after a while still not saying anything. My mum placed the shoes on the counter and said thanks and the girl still did not say anything. Judging by the amount of bad reviews of this store revolving around customer service I think the managers or head office should highly consider a reconfiguration of staff and improve their customer service training of new staff. Won’t be back."

"Terrible customer service and store layout. Went in looking for a pair of heels, and after tripping over people in the overly crowded store, I found two pairs that I liked. It took ages to wave down the employee, who was extremely unfriendly and couldn't leave us alone fast enough. I tried the pair on, but I needed a size up. Once again, took forever to wave down the employee, who 'greeted' us with an annoyed expression, and came back a while later with one of the pairs of shoes, as the other pair were out of stock. I could barely try on my shoes in comfort as the store layout is extremely crowded, uncomfortable and difficult to move around in. I wanted to take my time and select the right pair, so I looked around more and found a pair I wanted to try on once again. However this time, I didn't and left after 10 minutes of waiting for the employee to do their job and provide assistance. Would not recommend this experience."

"If I could negatively star this store... I would! I went in today looking to exchange a pair of shoes that were bought as a present for my Grandma. She has been in hospital for a while and when they were given to her she already has the same pair. I knew it was past the 30-day exchange policy but I thought the manager there would be lenient given COVID restrictions and visiting people in hospital. I explained my situation and the manager of the store (who you think would have delightful customer service) very rudely told me there was nothing she could do. What's funny to me is that I wanted to exchange for a more expensive pair of shoes meaning the store would actually GAIN revenue, the shoes I was trying to exchange were never taken out of the box and the exact same pair was displayed right in front of me! But alas, less profitability for the Macquarie store because the shoes were purchased over 30 days ago. Quite a silly decision in my opinion."