We just had a horrible experience with Photo Warehouse Auckland located on Queen Street.
We ordered a photobook for my mum's birthday. At time of enquiry we asked the counter how many pages we can put into the book, he said 20 pages and just follow the instruction in software. So we followed the instruction in the very basic software to upload pictures. First page of the software asks to enter the number of pages we want to create and put a warning that any extra page costs additional. Hence we typed 20 into the page number box. The software automatically loaded 20 pages for us to put pictures in. We noticed these are 20 sides - 10 double sided pages. So we thought 20 pages must be one side per page like we read a normal book. When the book is made ready we noticed our receipt (costs $60) states 20 pages - 40 sides. So we called to ask the woman working at the shop about the difference. She confirmed it's 20 double sided pages but total 40 sides - Why no one informed us about it at the time of ordering the book! We said to her the instruction in the software was a confusing in term of pages which caused us only received half of the pages we paid for. We received a very rude reply from her "No, the instruction is very clear. It's 20 pages. You should follow the instruction"!
We ended up paying a full price for 40 sides when we only received 20! No refund is given. We are tired of discussing the definition of page. At end of the day, we are very disappointed with Photo Warehouse's customer service and will never go back again. We truely hope New Zealand's service industry take a look at services in Japan. There is the model we as customers want to see. read more