Novo Shoes Avis 

I have been a customer with nove from 2013 till now last week I bought a shoe and the leather is peeling out also the lastic got loose buckle comes out while walking.
I went to botany auck nz Lucy named manager first told me she can help in changing the shoe but wen she came back said it's not novo fault I should haven choose carefully. Lucy started to be arrogant and loud as she told me to walk out she can't replace the shoes. I'm taking this to consumer as customer rights shoes is just a week old and leather is coming out. It's not acceptable.

For the past 3 months I have attempted to contact Novo. I have rung the head office phone number found on Google, I have completed multiple enquiry forms, I have sent multiple emails, I have commented on Facebook and inboxed on Facebook, I have also spoken to store personnel who have emailed Novo themselves and contacted the state manager. For 3 months, I have received not one response. I have given 2 email addresses and no response through either. Novo told a store personnel they have emailed me, however I have searched both email addresses and the junk mail, and no email from Novo. I am now forced to take further action. This is deplorable. If I had attempted to contact them through one mode only and hadn't received a response, then I could be forgiving. However, I have tried multiple modes including store staff contacting them. Extremely poor performance NOVO. I have shopped with you for many years, but there will be no further purchases from me. I can't even give a 1 star rating.

I bought a pair of shoes from novo and wore them 3 times and the stitching busted open I went to return them at Indooroopilly store and the sales ladies were rude and no apology was made palmed me off to another store as they no longer had to shoe. Then I went to Chermside and they were the same lack of customer service no apology questioned me and then asked “what I would like to do with them” I just wanted an exchange and have shoes that did bust open after wear them a few times. Very disappointing the customer service rather lack of makes me think twice before shopping at Novo again.

i send the shoes back to them and still no contact from them , australia post said it been delivery !!

what is my refund!!!

worst ,rip off shop ever !!! do not buy from them

Do not order from this company! Waiting over 3 weeks. No tracking option, no direct telephone number. Ive emailed 3x with zero response.
No idea where my purchase is and had to buy elsewhere whilst waiting so £45 out pocket.

Sizes varies and don’t bother to buy online because there shoe sizes are different per style and you have to pay the postage to send it back which shows the company greed

Beware that you cannot get a refund if you purchase shoes in-store. You are not advised of that at the time of purchase. Do not assume that because other shoe stores offer refunds, this one will too. Shame on their staff for the lack of transparency at the time of purchase. Shoes are poor quality and poor fit. Recommend you buy your shoes elsewhere!

Poor quality, bad customer service!

I bought a pair of shoes that their policy is to not refund, although at the time
Of purchase the failed to inform me!!

Shame on them to mislead people like this!

This pains me to do. Novo styles are incredible. I love seeing the gorgeous shoes they have in store but unfortunately I will never be buying from Novo again. My partner bought me a pair of boots that I had absolutely adored for a while, for my birthday. That weekend, my first time wearing them, the entire sole completely detached from the shoe. The next day we went in and asked for an exchange which they happily did and apologised. Another pair broke again, first time wearing them. So exchanged again for a different pair, had to pay extra as these were more expensive than the first ones. Low and behold a month later the heel collapse in

Avoid - shoes returned end June and still no refund or response from Novo Shoes despite emailing them twice. Rubbish customer service

I have been waiting for my refund and they keep giving me the run around. Returned the shoes through the post unopened over a month ago.
Each time I ring they say I have to do something before they will refund. I do it now they're saying they need to wait to hear back from the sales team. They're just stalling hoping I go away. They have been sent many emails from the store. So what's the problem Novo. Refund my money

I have a back injury and always seek out shoes with a particular heel and fit. I was searching for a white shoe for my wedding. I found a shoe at nova which I liked after trying on many white shoes assisted by staff who knew the reason for my purchase. When I arrived home, to my dismay, the shoe is beige. The lighting in the shop made them look white and the attendant did not bring to my attention the colour. I went back the next day and they refused a refund and offered a voucher. The voucher is of no use to me as I require a particular shoe fit and may never find another shoe at nova ever, which means they have “stolen” my money. NOVA policy needs to change as they are aware that shoes are an important in the health and physical safety of their customers thus we have podiatrist where fits may take a few adjustments. There is no pride or honour in what NOVA customer service does and this guided by their owners.

I bought a pair of sandals week wore them once and they are falling a part. I'm so annoyed about this I have emailed you 3 times now and nothing back .I have put the box in the bin didn't think I would need it again. Order number is 08980000114

Worse customer service.wont give refund yet there size 11 is more like size 9 half so they have no shoes to fit me so voucher useless.dont buy from there especially if broad feet

What a shame that I had not read these reviews in advance. The store was offering 25% off across the site. I bought a handbag and shoes for my daughter's formal. I was charged full price at checkout. No confirmation email or receipt. I contacted them through their website, called their Auckland store and sent an email. No response and no refund. This company is a sham!

Firstly the shoes I wanted were advertised on the website and when I ordered them they were white..so before my order was shipped I quickly emailed customer service support and they tell me the color I want is out of stock..so I agreed to send the white ones and when they arrived the size was to small..So I did what customer support says and followed the link to a postal return/exchange and that took 2weeks and many emails later for support to tell me they have given me a refund to my PayPal account and it will take 3 business days to process and I will need to order the size I want..
Well novo shoes I will not be purchasing anything from u guys again

Do not deal with these people! They also sell under a shop called Estore. My experience: we order shoes, shortly after we receive an email they can't deliver as item is out of stock. Then apparently they do decide to ship the product (obviously I already bought the product somewhere else). Then when the shoes arrive they are also the wrong size (men's 10) whilst ordering on the women's section. When approaching them, I receive a short email saying "send back to address...." no return form, no resolution, no investigation of why we even want to return or whether it's their fault (which it is). After following up.. no response. Absolutely terrible and have not experienced anything like it since 2001.

Appalling online service. They sent me the wrong size shoes. I ordered 8, they sent 7.
I returned them (my cost, they can’t generate courier labels for NZ). They couldn’t even give me a legitimate address to send them to, just kept saying Glenfield Mall, Glenfield. Its ok Google was more helpful!

The email responses were rude considering its their fault.
I have since rung the Glenfield store, the staff tried to assist followup-but couldn’t say when i would receive the correct shoes.
Im still waiting, initial order was 13 March. Today is 6 April. Nothing, no email, no refund, nothing.

I will never ever deal with them again

After many more emails I finally received a refund on 17 April and i had to fight for a full refund… they weren’t going to refund shipping. I was never reimbursed my return courier costs. Dreadful dreadful experience considering the whole scenario was their fault.

I wont ever spend a cent with them

The return policy for this company is poor. I tried to take shoes back after 2 days of purchase. Obviously unworn, tags on, in box. On trying them on at home. I found them uncomfortable. I took them back to the Coomera store and although the young lady lady was lovely, I was rather annoyed when she said no refund and pointed to a small sign, which I hadn’t seen when I purchased the shoes.
I agree if shoes are worn or not in original packing there should be no refund. This is poor customer service. I see there are several reviews also complaining about your “no refund” policy. Perhaps it’s time to change your policy.

Purchased shoes in store on 7th Dec 2022 for $89.95. On the same day got notification from Westfield Direct about sales price of these particular shoes as Click & Collect option for $71.95. Tried returning them in store the next day, so I can do Westfield Direct order, but to no avail. Store does not except refunds and my explanation. Was given a Customer Service number which I tried calling for weeks leaving messages, but no one returned my calls. Also contacted them through Novo site. Finally at my second attempt of contacting them online got a reply from Eva that this is unfortunate but it's the nature of retail. Thank you very much for nothing, I do work in retail and if you work for the right store this is not the nature. The nature of retail is not fooling customers and denying them option of return. Zero stars, the worst return policy of unworn shoes within 24 hours with a proof that the same item was found at lower price.