Merchant 1948 Sylvia Park

Bought the bullboxer tawera cognac in April 2022. Within six months (circa Nov) the "stitching" (more like glue) between the sole and leader upper came off and there was a hole in the side of the shoe. Took it back to merchant in sylvia park for repair. They happily sent it for repair and i picked it up couple of weeks later and store told me they had stitched it properly and checked all other sides etc. All good. Go back to using it for a month and the hole was back again. Took it back this side of Christmas. They took it with the understanding that it will need t be replaced but needed to be checked with the regional manager. Got a call couple of days ago to come and get a replacement shoe. So I went in today and got told that they don't have a direct replacement for the shoe I bought but I can pick up anything else but will have to pay the cost difference. Now the shoe is worth $250 as per the website so to me merchant needs to replace it or provide me an equal or better value shoe. Yes, I paid $120 for it on a deal. That's my good fortune. However, now in getting told I've to spend another $120 to get smth that's anything close to the one I bought. I agreed to take the money back but since it was bought on afterpay, they wanted to transfer to the same. Fair enough but my account is now closed. And merchant were unable to give me cash or transfer to my cc. Terrible policies, need better training for the staff and also need to check quality of the shoes. Putting a $250 price tag doesn't make the shoe good quality. Never again.
Jan 24th, 2023

Nov 13th, 2022

Inflexible around standard policy. Poor customer experience. I purchased a pair of boots yesterday and didn't take advantage of their 25% off a second pair promotion. Called up at 9am the next day to ask if I came in store today could I buy another pair and get the 25% off. Was told "no" as this wasn't policy and the staff member confirmed this with the manager Sarah. I felt that this was incredibly inflexible and short sighted, especially considering the store has a 14 day returns policy for full refund. So what would stop me returning the boots and then purchasing two pairs to get the promotion. Poor customer service. I have been looking for a good shoe retailer in NZ since moving back from Aust, it looks like unfortunately Merchant will not be it and I will take my money elsewhere. It's far too easy nowadays to buy online from other countries for better quality and at a better price point. This is genuine feedback and I hope the brand learns from this review.
Sep 23rd, 2022

I got a pair of leather boots and within a few days they started coming away from the heel. The store replaced them and let me choose a different pair. 1 month in and they are coming away from the soles again. I only work in an office and wear these boots for work. Expensive shoes but poor quality. Very disappointed
Jul 21st, 2022

Sun 5th June bought a pair of Bone Cleona boots from Sylvia park. The item was sold to me without telling me that it was a returned item. Noticed 2 marks after I got back home along with sole stickers. Upon calling them I was initially advised that they are not liable to advise customers if the item was returned by another customer as it is in re sellable condition. I was also told that it was my responsibility to check if the boots had any marks. Highly unethical in my opinion and when I pointed it out to them, I was advised I could pick up another pair. Appalling service and unfortunately I am never gonna trust one of ur sales reps .
May 4th, 2022