Formal Complaint – Poor Customer Service at Skechers Riccarton (02/02/2026)
On 2 February 2026, I purchased a pair of shoes from Skechers Riccarton. As my size was not available in store, I was advised by staff that the shoes could be ordered online and collected from the Riccarton store. I agreed and completed the payment through Afterpay. I was informed that the shoes would arrive within approximately one week.
After waiting two weeks without any communication, I returned to the store. A staff member told me the shoes were “on the way” and took my name and phone number, stating that the manager would contact me shortly. No one contacted me.
One week later, I visited the store again. A different staff member checked the system and informed me that there was no order under my name and no transaction recorded. I showed proof of payment through Afterpay. She attempted to contact the manager but said the manager was away and would return by Tuesday. I was told I would be contacted.
I waited until Thursday and again received no communication. I returned to the store and waited more than 20 minutes while staff tried to contact the manager. I was then told that I would be refunded. I accepted the refund professionally.
I do not understand how an order could be processed through Afterpay with payment taken, yet no order was recorded in the system. This situation shows a serious issue in internal communication and order management.
I was also told I could check other branches such as Hornby or Tower Junction. However, I do not understand why the Riccarton store did not arrange a transfer from another branch earlier to resolve the issue and prevent this inconvenience.
This has been the worst customer service experience I have had in New Zealand in almost ten years. The lack of communication, incorrect information, and poor follow-up is extremely disappointing.
I rate this experience 0% for customer service and will avoid this store in the future. I would not recommend it based on my experience.
James Boyd
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June 03, 2026
Disappointing Experience
I've always been a big fan of Skechers shoes, particularly the Slip-ins range. They're consistently comfortable, fit well, and I've never had any significant issues with them in the past.
Unfortunately, my recent experience with customer service and the returns process has been extremely disappointing. Just 43 days after purchase, my shoes began falling apart, yet I was told nothing could be done because the issue fell outside the company's 30-day return period—a policy I was not previously aware of.
As someone who purchases 10–12 pairs of Skechers each year for various purposes, I expected a much better response to what appears to be a product quality issue. The lack of support has completely undermined my confidence in the brand.
After years of loyal custom, I can honestly say this experience has led me to decide that I will no longer be purchasing Skechers products in the future.
Emily Taningco
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September 18, 2025
Visited Skechers in Riccarton today to buy my 3 yr old daughter some new shoes. Terrible customer service. They didn’t listen properly and would easily get distracted on interactions. They had very very poor social skills. There was one lady in particular who had a very abrupt manner. It was so unpleasant. If I didn’t desperately want the shoes I would have left without buying anything. I’ll most likely avoid this store in future, especially if those ladies are on duty.
Liza Metrillo
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August 24, 2025
Hasmin, is very good in customer service, and very approachable, she always smile 🙂She offer a different promos in the store. I gave her a five star, for being nice ,friendly and sales representative🫶
Denis O'Sullivan
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October 02, 2025
Had the most rude,total uninterested sales person at 10.45am on 3/9/25 just did want to do any work ,not the first time in the Riccarton mall.Staff at Hornby brilliant go there .Only went because daughters gave me Westfield gift card. Denis
Our Address
119/129 Riccarton Road, Riccarton, Christchurch 8041, New Zealand
Formal Complaint – Poor Customer Service at Skechers Riccarton (02/02/2026) On 2 February 2026, I purchased a pair of shoes from Skechers Riccarton. As my size was not available in store, I was advised by staff that the shoes could be ordered online and collected from the Riccarton store. I agreed and completed the payment through Afterpay. I was informed that the shoes would arrive within approximately one week. After waiting two weeks without any communication, I returned to the store. A staff member told me the shoes were “on the way” and took my name and phone number, stating that the manager would contact me shortly. No one contacted me. One week later, I visited the store again. A different staff member checked the system and informed me that there was no order under my name and no transaction recorded. I showed proof of payment through Afterpay. She attempted to contact the manager but said the manager was away and would return by Tuesday. I was told I would be contacted. I waited until Thursday and again received no communication. I returned to the store and waited more than 20 minutes while staff tried to contact the manager. I was then told that I would be refunded. I accepted the refund professionally. I do not understand how an order could be processed through Afterpay with payment taken, yet no order was recorded in the system. This situation shows a serious issue in internal communication and order management. I was also told I could check other branches such as Hornby or Tower Junction. However, I do not understand why the Riccarton store did not arrange a transfer from another branch earlier to resolve the issue and prevent this inconvenience. This has been the worst customer service experience I have had in New Zealand in almost ten years. The lack of communication, incorrect information, and poor follow-up is extremely disappointing. I rate this experience 0% for customer service and will avoid this store in the future. I would not recommend it based on my experience.
Disappointing Experience I've always been a big fan of Skechers shoes, particularly the Slip-ins range. They're consistently comfortable, fit well, and I've never had any significant issues with them in the past. Unfortunately, my recent experience with customer service and the returns process has been extremely disappointing. Just 43 days after purchase, my shoes began falling apart, yet I was told nothing could be done because the issue fell outside the company's 30-day return period—a policy I was not previously aware of. As someone who purchases 10–12 pairs of Skechers each year for various purposes, I expected a much better response to what appears to be a product quality issue. The lack of support has completely undermined my confidence in the brand. After years of loyal custom, I can honestly say this experience has led me to decide that I will no longer be purchasing Skechers products in the future.
Visited Skechers in Riccarton today to buy my 3 yr old daughter some new shoes. Terrible customer service. They didn’t listen properly and would easily get distracted on interactions. They had very very poor social skills. There was one lady in particular who had a very abrupt manner. It was so unpleasant. If I didn’t desperately want the shoes I would have left without buying anything. I’ll most likely avoid this store in future, especially if those ladies are on duty.
Hasmin, is very good in customer service, and very approachable, she always smile 🙂She offer a different promos in the store. I gave her a five star, for being nice ,friendly and sales representative🫶
Had the most rude,total uninterested sales person at 10.45am on 3/9/25 just did want to do any work ,not the first time in the Riccarton mall.Staff at Hornby brilliant go there .Only went because daughters gave me Westfield gift card. Denis