Heathcotes Avis 29

Service agent incorrectly identified the fault, then replaced parts that were not faulty, then proceeded to tell us the part that had been replaced was not the issue and the actual part is not available. and still they want payment. see you in court

This company practise what we are all looking for, excellence in customer service, honesty about products and truthful regarding times of delivery. The delivery guys were just outstanding honestly I am grateful to you both. I will never use any other company than this ever again. The communication was outstanding with every email replied to my compliments could go on and on, highly highly recommended.

I purchased a Sony TV from Heathcote Appliances Te Rapa on 28/04/2024. The product included a 1-year manufacturer warranty, valid until 28/04/2025. The salesperson, Simon Edmonds, recommended that I purchase an additional 1-year extended warranty, which I agreed to for an additional $71. Based on that purchase, my understanding was that the TV would be covered until 28/04/2026.

On 21/12/2025, while using my PS5, the TV display suddenly became very blurred, and all three HDMI ports stopped working. The following day, I took the TV receipt to Heathcote Appliances at The Base. I was advised that I would need to contact a third-party warranty provider directly, rather than dealing with Heathcote, because the extended warranty was handled externally.

This was the first time I became aware that the extended warranty was provided by a separate company. At the time of purchase, the details of the extended warranty were not explained to me, nor did I receive any written information about it. After reviewing my email history, I found only the invoice, with no documentation describing the extended warranty terms.

I believe that when extended warranties are sold, customers should be clearly informed of all relevant details, including who provides the coverage and how claims are handled. Customers deserve transparency, especially when paying extra for warranty protection.

Based on my experience, I would encourage future customers to ask for written details of any extended warranty before purchasing. My recent experience has been disappointing, and I hope the company will improve communication with customers regarding extended warranty agreements.

We have just had our f&p oven serviced by Nitesh and were most impressed by his professionalism and helpful service.
He was friendly and respectful and communicated clearly what the problem was. Thank you Nitesh.

We asked for replacement hinges for our oven and where told they wernt made anymore by the service man and the store and that we would have to buy a new oven at 5k, on further investigation we found hinges available from other appliance service repair men who said yes no problem we will order them off fisher & Paykel 3 days later job done.
Not the first time we have been told something needs to be replaced by these people

I would just like to say the help and support that I got from Li Chin, at the Te Rapa branch has been outstanding. She helped me solve a problem by going the extra distance in researching...she made my day. Thanks so much...I will definitely be coming back to Heathcotes to purchase my next appliance...keep up the outstanding customer service and smiles...

I have bought my last 5 small appliances with this company, 2 shark steam mops( of course 1 for my sister as well) 2 sunbean hand help garment steamers( yes the sister got one too😉) and a Panasonic artisan bread marker.( something for the sister 🥰) great company to deal with, quick service. I had a technical issue with my steamer and Steve( he's the man) talked me thru the process. Great customer service 👏

Temu would have my parcel here by now but the Hamilton store is only an hour and a half from me and still waiting,the y say they 'endeavour ' to get items done on time!

I am disabled and struggle to breathe and walk. A kind friend had lent me a dehumidifier, but for his own reasons needed me to return it. I took his advice and purchased a new one online from Heathcotes.
I know its an outrageous concept, but I asked them if they could help me by shipping it immediately so I would not have to struggle to breathe as the weather has turned cold and damp earlier than I was expecting.
I got a very snarky response "Sure, Ill just put your order ahead of the other 75 customers that we have", on orders.
It would not have hurt or delayed anyone by more than a couple of minutes by making the effort to help me.
A totally unnecessary response and so unhelpful and in fact a deliberately obtuse "customer service response" that I was on the verge of telling him to "Shove it".
Its been fours days now and it still isnt here.
I will never darken the doors of Heathcotes again (online or in person).
What an arrogant tosser!
Customer service obviously meeans something different in Hamilton to the rest of the country.
As a mentor of mine once taught me" The only thing that is stopping you and your business from helping me is YOUR INCLINATION to help your customers".
I have never forgotten this simple rule.
I will not be back - I never reward bad behaviour or rude/ignorant "customer service" staff.

I needed to return a faulty unit (Urbanista Chicago In-Ear Wireless Bluetooth Sport Headphones Black), as the battery only lasted 1 hour of continuous listening, compared to the 7 hours play time indicated on the packaging.

I received a replacement unit a month later, which turned out to have the exact same fault.

I gave up dealing with the after sales team, as it's one frustration after the other.

They don't do refunds, and if you bought online, they won't provide an online credit.... the best they'll do is provide a store credit, which can only be redeemed at one of their physical store locations, which doesn't help if you live outside of the Hamilton region.

I've been a loyal customer of Heathcotes for the past 9 years (since 2016), but I'll be shopping somewhere else in future, after having to deal with the Heathcotes after sales team.
Buyer beware!

What an amazing experience. I live in Auckland and shopped around for a king single electric blanket. Heathcotes came up as the cheapest which had courier charges added on top. I ordered it one morning and it was delivered the following morning. Amazing and outstanding service. Thank you very much.

I returned a product to get a better one and worked with Chloe—what a pleasure! She was friendly, helpful, fast, and very professional. I’m really impressed with their service, but a special thanks to Chloe.

From start to finish they were an excellent company to deal with. Very efficient and great communicators at each stage of the job. Great price as well. I am definitely very pleased with the result!

Visited Morrinsville store to buy a blender.
Jordan was quick to show me the best model & give me the best price.
I always know I’m looked after by the staff.
Thanks Jordan.

Excellent service, price and speedy delivery.

Why has Heathcotes got a 3% Surcharge on using PayWave?

Due to great price, bought a food processor. The shipment arrived late because they sold out when I purchased it online. I called and the call centre staff advised mine will arrive once the next order arrives which happened within a week. I called the call centre a few times and every time they were very helpful, understanding and provided the information I needed. My encounter was very positive.

It could be seen inconvenient that it arrived late but I find the prices offered at Heathcote is comparative to Amazon. Also I tried to order at Amazon and they had no flexibility to change details. When I ordered at Heathcote, I asked for signature only on arrival and this has been done.

In summary, great prices, reliable and great call centre staff. Thanks guys.

I have to say I am very happy!!

I had a very bad customer experience with a competitor last week (a red an yellow competitor ill call 'NL'). That is how I found Heathcote's, looking for the same product. My experience was night and day compared to the other one, fantastic customer service! Product is perfect and the delivery driver was amazing! I will be back next time I require an appliance for sure!!

Does not support honest reviews on products. i had a dryer break down that i purchased from them, the review was rejected because of my comments on the retailers response time to get it fixed, if you buy a product and a warranty is part of it you would also like to know if the warranty you are paying for is going to be up to standard.

I purchased a new sharp microwave flatbed inverter on boxing day 2023 from the Base Terapa Hamilton and after 2 months the microwave went bust with smoke coming from rear section.I went into the store on 22Feb23 with the product and they advised it would take 3 to 4 weeks to repair the same and they do not replace the product.I contacted Sharp service centre in Auckland and they advised it only takes 1 to 2 days and they send it to their service center.Sharp called me back saying they had contacted Heathcotes Terapa and had advised to speed up the process and advised me to leave it with Heathcotes .After one month of waiting allmost 31 days with no microwave with kids I had to email Heathcotes back that I was not happy with service and that afternoon the salesman called that it was ready for pickup.I am not impressed with level of service provided.I will never be purchasing again with Heathcotes Terapa Hamilton.Sorry you have lost a customer.