Pascoes The Jewellers 286 Mount Wellington Highway, Mount Wellington, Auckland 1060

"Purchased white gold earrings and the Asian lady who was serving us struggled to put the earrings back into the casing. When we got home we realised she had actually bent the stem of the earring. We went back to the store a few days later hoping to just get an exchange for the faulty damaged earring. Firstly the blonde lady told us there was nothing they can do and she just took the earring and bent it again to try fix it. I told her that I don’t trust the integrity of the earring now that their staff had bent the stem back and forth multiple times. Then she called the manager over and he also added that “due to hygiene purposes” we can’t do anything, but if we had brought it within 2 days they would be able to exchange it - Which makes no sense. Then he tried to accuse us for bending the earring ourselves and then we told him to check the store footage and he will see how long the lady struggled to put the earring back into the casing. After that he told us he will check to footage and get back to us. We ended up going to manukau and the manager there was kind enough to exchange the earrings. And when we tried to call the manager of Sylvia park to let him know he freaked out on the phone, told us he was extremely busy and then hung up abruptly. WORST MANAGEMENT SERVICE IVE EVER WITNESSED. I used to work in retail dealing with situations like this and I can say I was horrified with the lack of expertise this manager had. It was clear to us that Pascoes Sylvia park is a waste of time and are run by staff who do not know how to do their jobs properly, starting from the careless sales assistants all the way to the clueless manager that couldn’t even remedy a fault on their end. Completely shocking and would never shop there again."

"Poor customer service, I waited patiently for my turn as there were only 2 sales people and 1 manager I think who was busy calling and managing something. When my turn came in the south Asian lady just went in on a break, I understand that but no acknowledgement on her part that she’ll be back and talk to me or anything. She was back quickly and started helping me. I went in to buy a gold chain. But then she takes out the tray from display and puts it in under the counter glass for me to look at them making me feel like a thief. All this time totally distracted by what’s going around the store and paying no interest in showing more stuff to me. I understand there are ram raids going on but if you treat every customer like this you’ll be left with No customers. I got frustrated and left. Went to Michael hill instead, got amazing sales people there and finally came home with the chain I wanted."

"Very poor customer service! My fiance and I went in to look at wedding bands, we were the only two customers in the store, we weren't greeted, no smiles, staff were glaring and purposely moved away from us as we were looking, also there was zero knowledge on the jewellery. I wouldn't even bother coming here for any serious jewellery purchases"

"Worst Customer Service. Please train your staff. More focus on closing time than serving customers. Asking us to finalise a watch faster because store will be closed in 30 minutes. No knowledge about the products. 3 staff was working but none of them came to help us until we called them many times. It’s very hard to understand how this business is running with such a bad customer service. Good options for watches though. Manukau mall store is far better- go there."

"Terrible customer service! "Sashi" was serving us and they took so long to process a gift card instead of our unwanted gift and there was zero customer in the shop, During this whole process there was no greetings, no smile, no please, no apologies and most importantly no communication at all. Maybe she didn't mean to be, but her tone was rude. I wondered howcome she's leading as a front person? With no customer service traits. I'm too a manager (retail) and did not expect such a low level of customer service."