Smith&Smith® Wellington

"Dreadful - called to enquire about a screen, wherever their awful support is based told me a call-back was scheduled, but got an email soon after saying I had an appointment at a local shop, even though I clearly said I couldn't drive the car. Repeated - this time after auto-call back request but no actual call: same thing again. Now I have two appointments via email on different days I can't make! This is why you should use Novus."

"Avoid this place like the plague. Very bad customer service, poor communication, stringing you along, etc. The bad reviews listed here already are unfortunately all accurate. I booked in 3 weeks in advance to get a windscreen replacement and the day before the appointment, I got a text and email to confirm that I would attend the appointment. I responded to both of these that "yes, I am coming" and they responded again with a personalized "great, thanks :)" The next morning I got a phone call an hour before the appointment time that the glass had not arrived from Auckland and was still in transit, so I shouldn't come. What ensued was a very stressful week of attempted phone calls, waiting on hold, being told conflicting information about where the glass actually was and why it had not yet arrived, and in the end had to take off a 2nd day of work to continue troubleshooting. I repeat - GO TO ANY OTHER GLASS PURVEYOR. NOT THIS ONE."

"The staff are friendly and it was easy to schedule an appointment, but I wish the they were a little more confident. Prior to having my windscreen replaced the mechanic mentioned heaps of things that could go wrong: leakages, cracks, camera aligned, torn rubbers... I guess they are supposed to mention these 'terms and conditions', but to me it looked like they were insecure about their work. Other than that, unfortunately, I had to come in three times to get the screen replaced. During the first attempt they discovered the new screen was cracked. They swiftly got me booked in for another day. However, during the second attempt the new windscreen cracked while it just got installed. Thankfully, third time's a charm. Although I was a bit annoyed (had to take three days off from work) I got complimentary rain repellent for the inconvenience, which was nice."

"This is the second time in two years that I've had a windscreen replaced at Smith and Smith. Great service, friendly staff, and their booking system is perfect."

"I wish I could give these guys 0 stars. Probably one of the worst customer experiences I've ever had. I had booked in to get my car's rear windscreen replaced in late 2022. Three times, I turned up on the day and was told they didn't have the part and that I wouldn't be able to get it done. No advance call. No accountability. Nothing. I had taken time off work each time. The fourth time I turned up at end of January, I was bewildered by the response that "we've had plenty of customers come in 6 times with this situation". Really? That's normal and acceptable? I switched supplier after this instance to Novus. Hopefully they are much better (shouldn't be hard). After informing my insurance provider, they consider It bad enough to warrant an investigation. Don't give places like this your business if they are so arrogant they'll just expect you to roll with that treatment."