Smith & Smith

In the process of moving house I accidentally smashed my rear windscreen by big oil heater, this happened in the weekend booked for glass replacement on Monday they said next available appointment is on Friday at 1000, so waited whole week and also confirmed appointment once personally at the branch and confirmed second time on phone just the day before on Thursday, did also received a text confirmation. We went to the branch on Friday at 1000 and they say the glass has not arrived due to despatch error, it's frustrating, why dint you tell us until we came here on appointment day and time, it's not acceptable in real world, ok we thought we will let it go, things go wrong. But now they say we have to wait for the more than a
week until next Monday, this is real frustrating, because you made a mistake and you should prioritize my job, why should I suffer for one whole week and you dint ever offer any discount for waiting and suffering.

All I want to say is that, day to day life is already stressful, please don't add more stress, just do your job right, I understand things go wrong but you should know how to fix them when they go wrong.

Dropped off vehicle and was given super-clear run through of expectations (ie chip repair on your vehicle may not work but here's what will happen etc), repair time estimate was accurate, and the customer service person was polite, friendly, and professional.

Booked in for replacement in May, appointment has been changed 3 times and the excuse is shipping issues. 3 months to get a screen is ridiculous. You only get an email, no call. Avoid and use novus instead.

Got an extremely friendly and professional guy. Job done in specified time. Very happy with work completed.

It's always my trusted branch to go even though I stay about 40km away. Stephen did excellent job and with care.

Reason for 3 stars and almost given a 1 star only (might be too harsh or unfair) is I booked the car under insurance AMI for 28th April but was pushed to 9th May due to the windscreen has camera and rain sensor and requires some specific windscreen (which I thought for such a company they should be ready for the more recent model cars have those tech). Then on the 9th May I got there and waited for 2 hours for the tech (Juliet) to tell me that the windscreen they ordered was scratched up so it need to get another one in which they offered the next day 8am and wouldn't budge for 10am booking due to the distance I'm coming from and I need to drop off my wife to work so I can't get there by 8am. (Funny enough on the 17th May when I got my windscreen finally fix by Stephen, there is a customer served by Tech- Juliet need to be reschedule after a long wait in the waiting room says she can't change the side windows because there is missing screws, might coincidence that the tech really have bad luck with all thr jobs).

By saying all this I'm not targeting the Tech- Juliet but I think Smith&Smith seriously need to review their process where they need to make sure all needed parts are there, the parts ordered for the customer need to be working order and fit for the fix / replacement before the customer get there and when customer is there and if some accident happen they just need to front up quickly and not let the customer wait for so long. (Also speaking to another lady in the waiting room she also have not so good experience).

Friendly service quickly sorted by insurance claim. They are very busy so I have to wait just over two weeks to get a replacement windscreen fitted.

I had a full windscreen replacement. Great friendly service, the technicians explain the whole process and any problems that may occur, they deliver on their time promise in fact mine was finished over an hour ahead of the time given. Their workmanship is superb, the quality first rate. Highly Recommend.

Great and easy online booking system. Great team, friendly service, a young gentleman checked the chip on my windscreen and advised me. Many thanks

Would not recommend at all if you want your windows fixed. Very lazy job done, Door panel not put in properly, still wind noise coming from the window which is getting blamed on road noise from the car which is not true, taken it back 2 times now… no priority bookings, waiting over 6 hours for call back from a “supervisor” and when I call for a follow up they just hang up on me. I should have read the reviews before I chose this joke of a company.

Did a nice job with a windscreen replacement on my old e34 BMW. Appreciate the effort heaps as I understand they are a tricky car to work on. New windscreen fitment is mint. Thanks guys.

Helpful and friendly staff at the North Shore branch.

However, the 0800 number is a complete waste of time.

You end up in an endless loop of pre-recorded messages that only serve to raise your blood pressure

When I brought the 0800 number issue to a member of staff, their response was "sorry, we've told head office there is a problem, but they ignore our comments".

As I said, great staff in the North Shore branch, let down by an abismal attitude from the staff at head office.

Awesome ladies in there I didn't have an appointment, just wanted to ask if the chip in my windscreen was fixable and she said it was and could even do it then and there. They were so nice and efficient highly recommend

Good service, good standard of work.
However the same cannot be said for the completely hapless and totally useless call centre operator who got my name wrong despite spelling it out, did not email me the details, and pronounced Wairau - wooroo. I had do a double take.

The staff here are really nice, there hospitality for all of us in the waiting area making sure lights and ventilation & air conditioning was sufficient was much appreciated.
The female manager is incredible.
I am so appreciative of her & the extra mile she has gone too.
Thank you so very much.
Listening to their humor and singing, it is so nice to find happy workers. You put a smile on my face.

Merry Christmas to you lovely team at Glenfeld Smith & Smith.

Worst customer experience I've ever had and I haven't even made it to my booking yet. Well actually I have, but they booked the completely wrong part even after I sent them photos clearly showing the window to repair. Since then they have rescheduled without prioritizing me forward in the queue 3 times, that's right.they book in a date and after the 3'rd rebooking I asked if they can guarantee this next one will be the actual date my booking is as I need to get this fixed and they said they cannot confirm it won't be pushed back even further.that's right, after pushing my booking by two weeks each time, so a 6 week delay from my first ever booking, they can't even promise they won't do it again.

Very very disappointed with this experience so far.
Get it right this next time please.

The call centre guy was really nice and helpful. The Glenfield branch is tidy and clean. There was queue in front of me. I was told it could take up to two hours. But only just over one hour.

Charged me $600 for new windshield, waited around for 2 hours then told me they got the wrong one, said they never took the windshield off, said it will be another $2,000. Said I don't want to do it and asked for refund, have not received refund.rang them every week since and they just say they are on to it.

Poor job of replacing a windscreen - poor fit, missing parts and parts loose. Had to book it in for a second day to do it all over again. Most staff were good to deal with.

I would just like to commend the service Steve Chappel given to my car. Good chap, know what he's doing. He even checks on all my windscreen to see if If there is something needs to be fixed. True enough, my car's wiper blades needs to be replaced too.

I uploaded here the shattered glass and the fixed glass just so everyone can see, specially the S&S management.

So if you go into S&S, look for Steve, he's your guy.

Absolutely shocking broke my rain sensor, didn't attact my interior lights, properly as there's a gap Round the plastic suround. They said it was like that on my 2018 Porsche cayenne. Wipers seem higher up the screen. Left a, mess on my seats, highly dont recommend smiths.