Novo Shoes St.Lukes

"Had a bad experience came in at 5:30pm and one staff was working and she was not interested in helping us at all. When we thanked her for her time we were ignored."

"Hi Customer Services Team, I had a bitter experience with regards to exchanging my daughter's US size 5 (23cms) shoes at Novo shoes St lukes brought on 5th May 2023. My daughter liked those shoes, but unfortunately Size 5 was a bit loose. We realised when we got that home, so we took it back to the store to get a smaller size today (7th of May), which the store does not have or sell. The store tried to offer a store credit of $75.00, but we had nothing to buy from there. We requested for a refund; so that we can buy her shoes from somewhere else and make use of the $75.00; instead of buying something we do not need. We were very frustrated that did not happen. Times are tough and we cannot be forced to spend on something we do not need. Please could we request a refund of our money back. We brought the shoes back home with us. Surprisingly more annoying is the fact that there is no number we can call to sort the issue, except this email. Also, I would discourage, and would like to warn any customer before buying their shoes from Novo Shoes. We want this to be sorted asap. Thank you. Kind regards, Amal"

"I visit their Manukau and they didn't have that shoes which I was looking for, they advised me to pickup that from New Market store. I live in Papakura and today I went to New Market store by Taxi and picked up shoes from there but when got home and I opened it shoes they gave me was already used and defective. I called the store to inform about it but the girl denied this and she hung up on me. I am very disappointed with service the efforts I made to buy a surprise gift for my wife's birthday since she love the shoes from you Novo, I never knew this is what you guys provide to your customers."

"Shocking customer service! Bought a $90 shoe before last summer, in a light pink colour...... hence haven't been able to wear it very often. And now a strap has come off..... Novo don't even want to know about it! Young girl on counter at the Botany store just kept saying sorry can't help you! I mean come on..... I know the shoe is almost a year old.... But u can see from the color and the condition of the sole it hasn't been worn a lot! I dint even want my money back, just for them to sort out the shoe.... Which they refused to do...... Crazy crazy..... Better service n products at Number One Shoe warehouse!!!!! Never shopping Novo again for sure!"

"Bad quality and terrible customer service: Bought two pairs of stiletto type heels from Novo at St Lukes. The heel tips on Style A wore down within 2 weeks (2 wears). I took them back and was told this is not a manufacturing fault. After arguing that any part of a $60 pair of shoes should last longer than 2 weeks she exchanged the shoes. Another 4 weeks (approx 8 wears) later the heel tips on the second pair of Style A wore down and at this point one of the heel tips on Style B started to wear down showing the metal underneath. I emailed the online customer service team as I was reluctant to go back to the store after the first bad experience. They told me to go back to the store so I did. Again I was told it wasn't a manufacturing fault and I needed to email the online customer service so I did that. After all this all I have received is an email saying all they will do is exchange the shoes. I feel if I exchange them the issue is just going to happen again. Any girl whose bought heels before knows it is painful to and takes time to break in a new pair of shoes which I will have to do for a third time. I feel there is a quality issue with Novo shoes if heel tips are wearing out in 2, 4 and 6 weeks. At $60 and $70 I expect the heel tips to last longer than this!"