Smith & Smith

Poor customer service and branch manager.goes together with how it's managed.could've been better.taking my money to Novus that has been good from past experience

I recently got my windscreen replaced & loved the fact that if you book online you're able to pay via Afterpay which has suited my budget perfectly! I dropped my car off & they were all done within a couple of hours! Highly recommend

We had our work van booked in to replace the whole windscreen today. Dropped it off at 12pm, no mention of anything from reception that we needed to stay for. It was raining. Got to Drury and had a phone call asking us to return as we needed to remove the ladder off the roof. It had two tie downs tying it on to the roof racks. The ladder take 2 minutes remove as it gets removed daily. Got a call from a manager at my request with all the excuses in the world saying the employee didn't ask us to come back. Went back and decided that we wouldn't deal with this company. Asked the question why weren't we told before we left 12pm. Apparently they were meant to do an inspection and they didn't because it was raining and couldn't take the device outside. While we were there, (it was still raining) an employee of Smith and Smith walked out with an umbrella and the device and inspected another vehicle. Two months prior, another of our van had a cracked window with the identical ladders on and had no issue with removing them without our knowledge. Poor communication, poor service. Happy to waste our time, had booked the half day off work. Booked in with NOVIS Manukau who are happy to take our business and will remove the ladder of their own accord if necessary with my approval. Would add a photo of the guy with the umbrella with his Smith & Smith jumper on.but not worth it. Would rather write a ZERO star review but in order post this I had to give ONE star. Highly recommend NOVIS GLASS.

Car was booked in 2 weeks in advance for a mobile windscreen replacement at my address. I received an email the night before confirming the booking.
The next morning i received a call informing me that my job was going to be postponed for another 10 days. Not happy as i had to rearrange other things around this date. Told the caller to forget it. I ended up getting the job done by their opposition a lot sooner. Not good enough letting me know a few hours before.

You damaged my car dashboard during a windscreen replacement. I emailed them about this, I was told to to take my car into the manukau branch to get it assessed. I did this, the technician took photos and said they will call back. This never happened, when I called this afternoon I was told there was no record of the assessment and I’ll need to bring it in again. I don’t want to do that, as I already have. Your customer service has been beyond disappointing and I’ll never use smith and smith again.

I must express my disappointment with the level of customer service provided by Smith & Smith. Despite booking a UTE windscreen replacement, I have experienced two cancellations at short notice, with rescheduling for two to three weeks later on both occasions. Regrettably, this experience has fallen short of my expectations. Therefore, I am inclined to seek services elsewhere.

The service was fantastic. We needed a crack repaired and the team were onto it. With two under 2yo in the car the teams customer service and quick turn around was really appreciated. Thank you Krith!

Booked an appointment to have a window replaced on a Mercedes for 2 weeks from then. I called them a week before it was due to come in to ask if they had sourced the window, as I knew it would be hard finding one, they confirmed they had one coming in.

A day before I was supposed to take the car in the called saying they needed to reschedule for 3 weeks from then, as they couldn't source a window.
Annoying but I agreed to reschedule.

3 weeks later, The day of the appointment, I had arrived at 8am as requested, only be told they still didn't have the window and apologised saying sorry someone should have called you a couple days ago.
Waste of time. I ended up calling Great South Glass & Windscreens, they had sourced AND replaced the window same day.

Guys here at the Manukau branch was so fast and friendly. The guy at the end was real cool was happy as with the service.

I called up today and the white lady has rude customer service and she said it cost $400-$450 labour to install a passenger window with my own glass? Smith N Smith only charge $120 stop ripping people off!

My dad & I came in earlier today 2/02/2023 at around 11: 00am on wards & got a temporary windscreen for $75. I didn’t get the guy name but hopefully your business can find him & just thank him for his great customer service on our behalf. There were heaps of guys so I don’t know how to describe the one & only lovely guy who served us. He was the one who bought our Subaru car to the front to us when it was done & charged $75. On top of that we gave him an extra tip for his great service & His kindness towards us. He had an amazing personality. Very kind & patient with us.

He made our day with his funny jokes, engaged very well with us, great communication, made our day 100 percent better than how stressful it already was with a cracked screen.
Replacement was efficient, fast & good. Friendly & lovely staff. Staff are very polite, kind & well trained. They definitely deserve a pay increase at manukau smith & smith (near AA).

Please thank the guy we tipped, for us! Hopefully you find him. To make it easier the guy we tipped received $15 tip for his lunch, you could ask your workers at Manukau who received a tip & if the guy says he did & tells you exactly how much he received which would be $15, than he’s the one!

Please thank him for us. He deserves acknowledgment & recognition for his kindness & great service.

Xmas period good service and friendly staff I would return here. I was looking for wipers. They don't have the right length but considering I couldn't get the correct wipers, I'm happy

I got an appointment on 31 jan2023 for a side window replacement; on the same day morning smith&smith cancelled that appointment and rescheduled to 9th feb, reason they told was one of their employee was sick. Done the work on 9th. After that work the side window cant be opened from inside. Got another appointment on 14 feb for assessment. Only god knows how long this process continues…. Its too disgusting!

I booked in under insurance company and after the service they sent me an invoice for charge! I still haven't heard anything from this company. I went this place for more than 4 times to just to get changed a side window! I clearly still can hear that window breaks are inside the car door! And still waiting for their response to book me in for re- fix! Very disappointed experience ever!

If I could give a zero star review I would. Been mucked around over 2-3 months trying to get a canopy window replaced, the window has been in transit for 2 months coming from Hastings. What a joke, I’ve taken time off work and driven from 30 min away 4 times now each time being told “someone should have rung you but we changed the date we still don’t have the window” ridiculous. No one had been in contact to let us know at all.

Sad people sad company, went in store to get a quote for windscreen replacement, the two guys in the office didn't know how to give a quote and told me to ring their office for one? It's a well known company that sucks or needs new staff in the manukau store

Had my windscreen replaced, too many stone chips to repair. I booked online on Tuesday and secured a Saturday morning slot. They were punctual, doors opened at 8am. They took pictures of my windscreen and told me the windscreen would be replaced within 3 hours. I went walking and got a txt to advise my car would be ready for pick up 10am. Fast efficient and friendly service. Got my wiper blades replaced as well. Why not?

The windscreen was replaced without the original interior rear view mirror. There was a metal attachment on the inside of the windscreen and when I asked where can I get a mirror to attach there the guy said any where it's generic. I went to auto barn, repco, Japanese auto parts and even got an authentic Toyota interior rear view mirror for my car and none of the mirrors fit the metal attachment that came with the windscreen. This means after paying 1,200 for the windscreen and excess trying to find mirrors for my car I still don't have a warrant. I have made a complaint about this with Smith and Smith and still no contact about what actual mirror fits the attachment given to me. Not happy to say the least!

Terrible customer service! On two occasions I brought my car in only to be told the windscreen hadn't arrived. I wrote a complaint and never received a reply. Car was then booked in again only to be told the windscreen still hasn't arrived. On my forth appointment now and still don't know if the windscreen has arrived. Followed up again on my complaint and still no reply. Been about six weeks now and still windscreen has not been sorted. Will be going to Novus next time.never, ever will I come back to Smith & Smith

Great booking service when so many others had struggled to book me in, but then conflicting issues with timeframe and returned vehicle with damage to my rear view mirror