Was served by Holly at your South City store. Such a valuable addition to your company, she was beyond helpful and kind. Will definitely be going back because of her! Hope she gets a lunch shout or a wee bonus because truly outstanding service
Mark Lincoln
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July 03, 2019
I came here following a return of some faulty boots that had started to come apart after 3 days of use. I'd bought them from the Riccarton branch but needed to collect the replacement from South City as Riccarton were out of stock. The lady at Riccarton (I'm assuming she's the store manager), while polite and professional, made me go through a farce of demonstrating how I put on and take off my boots and walk in them before telling me that "90% of the time the issue is because the customer is taking the boots off incorrectly and damaging the sole." Really missed the point that this had happened after just three days. Even if I'd taken them off in a particularly 'brutal' way, each of the three times I'd taken them off since purchasing, I'd expect the sole to have stayed on. I've been wearing business shoes for almost my entire adult life - working at a desk in an office - and have never had the sole at the back coming away regardless of how I take them off. She then suggested they were probably now moulded to suit my feet and so she could get them sent away to be repaired for me. Again; I'd been using them for just three days at a desk job so told her I wasn't interested in having new boots that already needing repairing.
The result was correct, though, in that she offered me a full refund or a replacement. I went for the latter and visited South City to collect. Connor at South City was *world's apart* in terms of his customer service; relaxed, empathetic, really understanding of my position, didn't want to take up any more of my time, and even gave his own personal experience thanks to the fact he had been wearing the same boots for three months and they were going great - very reassuring as obviously I was unsure about getting the same ones again. He was also the first to offer an apology (which he offered repeatedly in a heartfelt way!).
Update: I had the same problem with my replacement after just two days. Connor sorted out a refund for me but did say that it was a 'good will' move by the store and that, as they were the second pair with the same issue, it would basically be put down to either 'wear and tear' or 'damage by the customer'. I'm assuming this is now on my record at Hannahs. After all the above, I'm pretty surprised that they're either saying I'm damaging the shoes through incorrect use, or the shoes are experiencing normal wear and tear, with the heels literally peeling away after less than 5 days use each. I was *especially* careful with them the second time, treating them like they were made of glass, and the heel still started coming away. I won't be buying Pulp again and I probably won't be returning to a Hannahs branch now I know their policies and the category they've put me in.
Padmini A
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January 07, 2019
Had to pickup an online order and the gentleman who was on the counter was very kind and considerate. Even though I was on the phone, he was genuinely friendly and understanding. Thank you.
Dean Bentley
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August 31, 2018
I was looking for some manly rugged boots....kinda Doc Martin type but nothing...I did buy nice boots though
Jody McMurdo
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July 11, 2020
Excellent selection and service
Our Address
555 Colombo Street, Christchurch Central City, Christchurch 8011, New Zealand
Was served by Holly at your South City store. Such a valuable addition to your company, she was beyond helpful and kind. Will definitely be going back because of her! Hope she gets a lunch shout or a wee bonus because truly outstanding service
I came here following a return of some faulty boots that had started to come apart after 3 days of use. I'd bought them from the Riccarton branch but needed to collect the replacement from South City as Riccarton were out of stock. The lady at Riccarton (I'm assuming she's the store manager), while polite and professional, made me go through a farce of demonstrating how I put on and take off my boots and walk in them before telling me that "90% of the time the issue is because the customer is taking the boots off incorrectly and damaging the sole." Really missed the point that this had happened after just three days. Even if I'd taken them off in a particularly 'brutal' way, each of the three times I'd taken them off since purchasing, I'd expect the sole to have stayed on. I've been wearing business shoes for almost my entire adult life - working at a desk in an office - and have never had the sole at the back coming away regardless of how I take them off. She then suggested they were probably now moulded to suit my feet and so she could get them sent away to be repaired for me. Again; I'd been using them for just three days at a desk job so told her I wasn't interested in having new boots that already needing repairing. The result was correct, though, in that she offered me a full refund or a replacement. I went for the latter and visited South City to collect. Connor at South City was *world's apart* in terms of his customer service; relaxed, empathetic, really understanding of my position, didn't want to take up any more of my time, and even gave his own personal experience thanks to the fact he had been wearing the same boots for three months and they were going great - very reassuring as obviously I was unsure about getting the same ones again. He was also the first to offer an apology (which he offered repeatedly in a heartfelt way!). Update: I had the same problem with my replacement after just two days. Connor sorted out a refund for me but did say that it was a 'good will' move by the store and that, as they were the second pair with the same issue, it would basically be put down to either 'wear and tear' or 'damage by the customer'. I'm assuming this is now on my record at Hannahs. After all the above, I'm pretty surprised that they're either saying I'm damaging the shoes through incorrect use, or the shoes are experiencing normal wear and tear, with the heels literally peeling away after less than 5 days use each. I was *especially* careful with them the second time, treating them like they were made of glass, and the heel still started coming away. I won't be buying Pulp again and I probably won't be returning to a Hannahs branch now I know their policies and the category they've put me in.
Had to pickup an online order and the gentleman who was on the counter was very kind and considerate. Even though I was on the phone, he was genuinely friendly and understanding. Thank you.
I was looking for some manly rugged boots....kinda Doc Martin type but nothing...I did buy nice boots though
Excellent selection and service