Smith + Caughey's Reviews

I recently picked up a few items from S&C since they were having a sale. It's been ages since I last visited their physical store, but their website and selection make it seem like they still provide better quality products than many other retailers in NZ, like Farmers, for instance. Plus, with the sale, their prices are pretty decent for the quality offered.

The issue with most Kiwi retailers that seem to have just stepped into the online world is their struggle to provide a decent shopping and delivery experience.

I placed an order for three items, paid up, and received an email confirming my purchase along with a note that I’d get another email when my items were shipped. Even with COVID delays, is it too much to expect this to happen within a couple of days, maybe three at the most? By day four, I shot them an email, and the next day I got a response saying one item was under investigation. What that meant was a bit fuzzy, but based on past experiences, I was already feeling skeptical. Turns out, they couldn’t locate the item. The fact that it was still listed on their website in the same color and size didn’t help much.

So, two more days passed, and I finally got an email saying the item was ready to be shipped. At this point, it had been a week, and it was Thursday. You’d think they’d get it out that day, but nope, the status remained unchanged until the following Sunday, and the tracking number I received showed no updates on the courier's site. Finally, the box showed up the next Tuesday. As expected, the items were fantastic—well-known brands, good quality, and a great price. It’s just a shame the whole process of getting them was such a hassle.

It’s high time Amazon set up shop in NZ; they’d really shake things up for these retailers and might even teach them a thing or two about online retailing. Honestly, I can order from ASOS, and it often arrives from the UK faster than local deliveries.

S&C is a respected NZ brand with a solid range, especially given the geography, but can someone please take charge of their online shopping experience who actually knows what they’re doing? They need better stock management, procurement, and shipping processes.