P2 masks substituted for P1 without my knowledge and the $63 difference was never returned to my…read moreaccount.
The Mt Wellington store is an absolute joke of a store that puts the safety of their customers and employees (more to come on that) at risk.
I ordered a 20 pack of valveless P2/N95 masks for click and collect, on the afternoon of the 21st, at this store as my local no longer had any in stock and I happened to be closeish to this store that afternoon. When collecting my order there was no mention of the masks having been swapped, I was handed the products I ordered, the invoice, and told to have a good day.
Fast forward to yesterday evening and I open the box, put one on and felt that something wasn't right. I checked the box and no where did it say P2, it said it was for dust protection. I checked my invoice and realised that these weren't even the same brand and a quick search on their website revealed this box is only $24 for 50 masks as opposed to $87 for 20. The invoice had nothing on it about a substitution or a credit back but I checked my bank account anyway, no refund of the $63 difference. I tried to call the store at 1700 (2 hours before they close) 25 minutes later and no one has picked up, so I send off a query through the website.
This morning I get an email back saying "it was an accident, do you want to keep them or do you want these valved P2 masks?", they took the initiative to put an order for the valved P2s on my account before I could reply. If I'm using these for home DIY, I ordered P2 for a reason, if I ordered these for COVID-19, I again ordered these valveless P2 masks for a specific reason, so either way HUGE health and safety issue for my respiratory system specifically. I advised them that I don't want these masks and I don't want the valved masks, I want my $87 back, I can return the remaining 49 masks to the New Lynn store as that's my local, this was not MY mistake (and I didn't say this, but we both knew I was thinking it, I'm pretty sure you tried to literally steal from me and hoped I wouldn't notice). A few hours go by, I'm told that I can't return it to the New Lynn store due to "safety and hygiene issues" and that the opened box can't be resold, I HAVE to return it to Mt Wellington. Why, if "safety and hygiene" is the concern, am I even returning this 'unsafe' box to the Mt Wellington store?
They're attempting to inconvenience me to the point where they hope I give up and that they don't have to do a full refund (note the difference of $63 is STILL not back in my account) by quoting health and safety, but they're apparently okay to ignore the "safety and hygiene issues" for their staff to put this box of masks in the bin. Their other tactic for keeping as much of my money as possible is that the valved P2 order THEY put on my account, which was still 'being processed by store' when I emailed to say I didn't want them, is now awaiting courier collection, 4.5 hours after me saying I didn't want them and 2.5 hours after they replied quoting health and safety. I'm sure they'll 'forget' to cancel the order and quote health and safety again so they can then charge me for these $70 masks when I tell them I'm not doing a 70 minute round trip because they screwed up and their reasoning is contradictory. Note that this and the P1 masks will now exceed the original charge and trust, they'll be demanding their $7.
Well jokes on you Mitre10 Mt Wellington, I am LIVID and when I'm this pissed off by being screwed around, I am persistent. I've also sent a complaint to the consumers guarantee comission because, let me reiterate, you put my personal safety at risk by substituting a lower safety mask AND the $63 difference is still not in my account.
