Red Rat (Palmerston North)

Excellent customer service friendly and helpful team gave me information for future shopping there.

Staff members need better training at the Palmerston north store. Clearly do not know their own store policies and will go out of their way to argue with customers, while the manager sits back and does nothing. Highly unprofessional and a big embarrassment to the red rat business. If you are wanting to shop without having to deal with a ridiculous altercation (caused by staff members not knowing how to do their jobs and acting entitled when they are in the wrong), avoid the Palmerston north store. If there was an option to give 0 stars I would choose that.

Extremely terrible and disappointing service from the Palmerston North store - had ordered a hoodie that turned out to be too small so went into the store to exchange it for a larger size (as instructed in the exchange sheet that came with the package). I had looked online and saw there was only L size left and that hoodie was only in the Lower Hutt store. As I was headed to Lower Hutt in the weekend, I had wanted to put it as Click and Collect so that I could pick it up before someone else got it and drop the smaller size off at the Palmy store.

Got told they could not exchange as it was a sale item, and their solution was to "maybe give it to someone else that fits it". I knew refunds and returns weren't allowed for sale items, but I was pretty sure exchanges were, especially for a wrong size item. So I emailed customer service online to confirm. They replied back saying they could exchange it and to drop it off at any Red Rat store to get a larger size.

Went back to the store, showed that email to the same staff member and they still refused to exchange it repeatedly despite reading the email, accusing me of not clarifying in the email that it was a sale item when my entire order and order number was attached in the email to that customer service representative.

I once again explained that I wanted the one size left in the Lower Hutt store before it got taken and got told to just "sort it out there then", still refusing to help. I asked if they had a different store policy to the rest of the stores and they said no, so I was even more confused and irritated.

Went outside and this time I called customer service and they once AGAIN confirmed I could exchange it - I clarified with them if that applied to sale items as well and they said yes. I let them know this store was refusing to, and even they said they should be able to and weren't sure why they wouldn't exchange it. So not only was this a waste of my time and gas dealing with this one staff member refusing to exchange it seemingly just out of spite (especially when customer service had confirmed it twice), the manager who was sat a few feet away on her computer did not once come up to sort the situation out, despite obviously hearing everything. In fact, another guy working there had said I could exchange it and the SAME guy refused again.

Luckily, the Lower Hutt store still had the remaining L size left when I went there - it took less than two minutes to exchange and they were extremely friendly and accommodating. I let them know what happened at the Palmy store and even they confirmed exchanges were allowed for sale items.

Would recommend any other Red Rat store than the Palmy one.

What a great experience our son had in this store. 1 guy stood out in particular & he wil know who he is, he was watchn my son while on a laptop & new exactly what cap our son was lookn at when we went into the store after our son.
This young man was cheerful polite funny respectful with so much charm.stores need alot more outgoing enthusiastic people like him who are happy to help

Really rude staff. Will definitely not be going back there again.

The store was empty except for us, and the man working just kept making rude comments while we were looking at items. Glad I didn’t purchase from there and won’t be going back

Super clean, well presented products. Loved the vibe in store. The best part was Outstanding customer service! So welcoming, helpful, full of product knowledge, cool styles for both staff and mannequin.highly recommended!

Used to like the store had a lot of variety but seems to be hard these days to find the size you want. Expensive compared to sterling sports

Great place to shop. Always have the latest gears & popular labels. Friendly, helpful staff.

Absolutely awesome and amazing quality and prices are pritty on, aswell, above all thee payment methods are available and affordable aswell.justed loving it

Awesome people that are super helpful. Very understanding of needs of us bigger people and great honesty when asked an opinion on items. No one wants to go out looking like mutton dressed as lamb and they are amazingly helpful there. Keep up the great work.

Staff are brilliant but rating is low due to product choices is extremely limited. Sometimes better to go online