Vans Newmarket

"Worst customer service I've had in a long time!! I ordered two items (shoes and a jumper) from a new release collection online, as soon as it dropped. These were sent from the Newmarket store. My initial thought upon receiving the delivery was that the package was quite small to fit a shoebox and a jumper, but I excitedly opened the courier bag nonetheless. Inside were my shoes, but no jumper. Maybe it was being sent in a second package? But no, the courier slip read "1 of 1" and both the customer reciept and tax invoice stated that both items had been sent from the Newmarket store. I phoned up the Newmarket store and spoke to the manager who couldn't seem to get his story straight. "Oh, that is being sent from Queen Street," I was told. When I mentioned both products were listed on the Newmarket receipt, his reaction was "Actually, I do remember packing your order - are you sure it's not in there?" (yes, I was sure - I think I'd notice a jumper!). He then went on to ask if I'd like a refund, or a different size jumper to be sent out, as they had no stock of my size left. At this point, I'm puzzled as to how the store has managed to sell out of an item I ordered online literally 4 days ago, before the store had even opened their doors? He said to leave it with him, and he'd phone the Queen St store right away to sort it out. At this point, without any confirmation other than his word over the phone, I was starting to get a bit nervous. A bit later on, I phoned the Queen St store - just to see if they had stock they could hold. I spoke to a lovely man who had - unfortunately - never received a call from the Newmarket team. I explained the situation to him, and he told me that the Newmarket store was showing -1 stock in the system, so had presuambly accidentally sold my jumper to a customer instore instead of sending it. I never received any further communications from the Newmarket team about my complaint, nor did they ever apologise - they just tried to make out I should have received it. Fast forward a few days and I'm still chasing, but Newmarket are insisting they sent both my items together. There's absolutely no way two items would've fit in the courier bag I received, and the courier has confirmed they only picked up one package for my order, so this is either a very big mix-up or a blatant lie, which is very frustrating for me to try and defend. Either way, I'd HIGHLY recommend going to literally any other Vans store. Disappointed doesn't even begin to cover it."

"great staff! love the manager zac! very friendly and helpful!"

"The male staff(sorry forgot to ask the name) who helped us tonight (around 6pm on 11/08) was incredibly helpful and kind. He was very nice and friendly. Highly recommend this place and the staff!"

"Thanks guys for helping me with my purchase! Definitely will be back!"