NOVUS Glass Palmerston North

Called into Novus in Palmy after being turned down for a WoF because of a chip. Service was excellent and because I was from out of town they did it while I waited. 10 out of 10 Thanks guys

I booked my appointment for 9:30am, confirmed it, added it to my calendar, and organised a ride around that time. At 9:00am, I received a call from Kylie who was extremely rude and insisted my booking was for 8:30am. When I said no, it was for 9:30am, the response was abrupt and dismissive rather than simply clarifying the mix-up. When I arrived in person, there was no greeting or basic courtesy — just a blunt “we’ll call you when it’s ready.” I then spoke to the manager (PJ), who told me the booking was actually for 8:00am. So at this point the appointment time had been stated as 9:30, 8:30, and 8:00 by three different people. Clearly there was an internal miscommunication - miscommunications happen, I get that, but poor customer service doesn’t need to. There was no apology, no reassurance, and no acknowledgement of how this was handled. This booking was made through my insurer, and I’ll be providing feedback to them. I won’t be returning and wouldn’t recommend this location based on this experience.