Novo Shoes Coomera

I was able to exchange sizes with a really helpful and friendly staff member and my daughter had the best time trying on sandals and dancing around. I’m a pedantic customer and I wasn’t made to feel bothersome at all, which is so appreciated. Thank you for all your help and for looking at availability of sizes across other stores. You went out of your way to adjust my receipt when I didn’t even buy the shoes in your store! Thank you, Novo!

Would give zero stars if possible. I have never experienced such horrible customer service. + in breach of consumer law!

Backstory:
Decided to give Novo shoes a try for the first time a few months ago, assuming because of the price, they had decent quality shoes. Spoke to the salesperson and said I wanted a sturdy pair of shoes for my office job that would last a long time. They pointed me at the direction of the shoes in question today.

I have had these shoes for just over 3 months and the rubber heels have completely torn in half and are starting to get holes in them. Yesterday, I attempted to speak to a salesperson to request a repair/replacement (which under consumer law, I’m totally entitled to by the way) and the way this woman spoke to me I will never forget. As someone suffers with anxiety at the best of times, asking for a replacement on a faulty item is already nerve wracking but never would have expected to be spoken to the way I was spoken to.

Here’s some snippets of the what she said:
“I can see they’re faulty but I’m not going to help you”
“Unless you’re here to buy a new pair of shoes, I won’t be helping you”
“These shoes look like they’ve been worn.who’s to say this isn’t wear and tear? ”
“You’re just not taking care of the shoes”
“There’s no way to prove you didn’t do this on purpose so I don’t know what you want me to do”
When I turned to leave, she looked at her colleague and rolled her eyes and scoffed.

To summarise:
1. Novo shoes does not honour ACCC consumer law and your right to a repair or replacement of a faulty item (remember these shoes are THREE months old and completely unwearable)
2. Literally the worst customer service i have ever experienced (specifically the Coomera store)
3. Very bad quality shoes. Not worth the price. My $15 Kmart shoes have lasted way longer.

So disappointed

The staff are so cute here! They really go out of their way to help, especially with styling. I felt like a friend here I loved it! Wanted to stay just for a chat haha I feel bad because I forgot her name!: (she had long blonde curled hair if that helps haha. Love the shies o got so many compliments on them. Thanks again to the girls at the Coomera store! ️

Appalling returns policy and absolute no give.
I bought a pair of boots at Novo in Westfield's coomer on Saturday for my birthday that night. I tried the boots on in store with no sock or stocking as the store had run out which in my opinion was extremely unhygienic. After buying my shoes and taking them home I put the boots back on (with a thin sock) they were to tight and extremely uncomfortable, they were impossible to get on and off without pulling a leg muscle.
I took the boots back today unworn to be told I wasn't able to get a refund and that I could only get a store credit or exchange. What a load of rubbish. I spent MY hard earned money there and expected a refund. Your shoes don't fit me and you don't offer half sizes. I have contacted head office and will be taking this matter further and will never be buying shoes from Novo again out of sheer principle

I purchased some sandals for my daughter. She's a size 5 senior in kids, so I thought size 5 ladies would be bigger and she could grow into them if required. I asked the lady at the store if it was OK to return them if sizing was wrong. She said no problems. Turns out the shoes were too small.
I brought my daughter in to the store to have her foot sized but they do not have any foot sizing equipment!
Furthermore, they didnt have any size 6,7 or 8 she could try on. I asked for a refund. Was told Novo do not do refunds, only store credit. Buyers beware! Shame on you Novo. Terrible returns policy. Is it even legal? And how can you call yourselves a shoe store when you have no sizing equipment? Utter joke. Avoid.

Be aware Novo does not look at faulty shoes if they are more than one month out of warranty. 6 weeks after buying my shoes one of them fell apart. It makes me very grateful companies like Myers are so amazing when it comes to faulty products. Shame on you Novo

Great customer service by two lovely women. Found exactly what I was looking for, no pressure to buy anything. Overall just a good experience.