A very posh department store in New Zealand. However, the staff members needs a lot more education regarding customer service. I bought a leather gloves, and after put them on my hands twice that night some of the sewing got undone by itself. Brought it back to the shop, and instead of remedying the issue, the staff member told me that it's normal; he also adds "even Armani suits will be like that." I never realise that Smith & Caughey's product will be worn out in a flash, and as per their employee's statement, Armani suits will be damaged after being worn twice. A very-very bad shopping experience. Their Santa photo experience is really good compared to other shopping centers, a definite worthwhile experience for the little ones.

I like this old building and my favorite is the third floor where you can find many items by famous overseas designers. You also can find good kitchen equipment.

I've experienced quite rude service from a few of the staff at this store. A lot of the time I am asked if I need help I often reply that 'I'm fine thank you." The response from the staff is quite despicable for a high end department store. I've had a girl roll her eyes at me, I've had staff not even talk to me but just stand around me and stare. One time I stood in front of the counter waiting to enquiry about a perfume I was interested in buying. The two ladies at the counter acknowledged that I was standing there waiting and they just continued talking. When they finally served me they seemed annoyed but when I payed for my item they were lovely. Suddenly I'm only shown respect when I have money to spend. I'm sending a review not because I'm angry, but because I don't feel comfortable in your department store and I'm hoping that my review could notify the authority on how to fix the customer service here. Majority of the staff are snobby, entitled and rude. I enjoy Smith & Caughey's range but I much prefer the shopping experience at Farmers better.

Got charged the wrong price. Bought a pearl necklace from their sales. The necklace didn’t have a price tag or barcode as many customers probably have tried it on and got lost somewhere. So the lady searched it up on the system, only to realise after I had left the city that the necklace I got charged was a 3 strand pearl necklace. I went on the jewellery brand’s website and a 3 strand pearl necklaces has 3 strands of pearls, so is obviously more expensive, whereas I only got a single strand pearl necklace. Wont be able to get a refund as it’s a sale item and no price tag either. What a shame.

A good department store located at the heart of Auckland CBD. What’s sad is that due to Covid, construction work and the restrictive driving conditions in place, the CBD is now a ghost town, many businesses are closed due to this. I hope this place can survive somehow.

What a great find! A true ol school department store in the heart of Auckland! Some great furniture and clothes not seen in Australia, including the stunning shoes I purchased 😍 I'll definitely return 🙌

I had the pleasure of experiencing exceptional customer service from Lawson at the Tom Ford counter. His kindness, patience, and attentiveness truly stood out during my visit. Lawson took the time to understand my preferences and guided me through the various fragrances with genuine enthusiasm. He expertly answered all my questions and provided valuable insights, making my shopping experience both enjoyable and informative. His dedication to ensuring I found the perfect scent was evident, and I greatly appreciate his outstanding service. Lawson's professionalism and warmth make him an asset to the Tom Ford team. I highly recommend seeking out Lawson for an exceptional shopping experience.

😍😍😍 Love Love and Love. I absolutely love shopping and every time I am at Smith & Caughey’s, time just flies. They have all the high end brands to choose from whether it is apparel, cosmetics, dining, home decor, kids stuff & many many more categories. The staff are really friendly & polite. Customer service is excellent. My husband and I enjoy shopping here and if you need a break, their Cafe on level 3 is superb. Highly recommend 🤩🤩🥰🥰🥰

Bought a MAC long lasting lipstick online. The colour didn't match the online images - seems you have to smudge it on to get the desired affect. They wouldn't refund despite their obligations under the consumer guarantees act. Have reluctantly started to wear it to save wasting it. Have now discovered it isn't long-lasting, it doesn't stay on! Have again emailed to say the item doesn't meet its description, again they tell me they can't refund. Guys, you have obligations under the law to replace, refund or repair products that aren't fit for purpose. A long-lasting lipstick should be just that. Similarly it should be able to be applied with the applicator to get the colour pictured, not smudged on with a finger to make it softer. Doesn't take much of a google search to see these issues are replicated with other purchasers of this MAC product. Appalling service and lack of knowledge of retail law.UPDATE- I rang MAC britomart who were amazing and told me the lipstick doesn’t last in the way it says it does and have since had a reply from MAC online who are sending me a new lipstick. How hard would it have been for S&C to do the same thing? Don’t buy beauty products from these guys, go direct or via Mecca who also honour their product obligations and customer satisfaction.

Bought an item on line. 3 days later advised by email the item was not in stock after all. I did notice other items were also advertised but not available. I personally feel Smith & Caughey were baiting clicks though to there website with Facebook advertising with items you could never buy. Kitchen Aid items as an example. Will not engage with them again. A complete wait of my time.

The online store is good - clean layout and easy to navigate. It can get glitchy on my iPhone and iPad, but usually works itself out. I usually go click and collect, although I think they offer free shipping for all purchases. Some great sales after Christmas, and the department store is always very festive for the holiday season.

Had fantastic service at the Tom Ford counter. When the perfume I wanted to buy was out of stock, the employee offered me a really generous sample size to tide me over until it is back in stock. Will be back to purchase!

Nice place to go shopping. Good discount at this moment

Haven't visited in years and its still the same classy venue. Picked a nice Ralph Lauren polo shirt fit for the pitch and got some ideas to style myself up. Going into town is a bit of a drag but I make an event of it to ease the pain. If you hate The Warehouse, are lukewarm about Farmers then you'll be hot for Smith & Caughey's.

Lovely shop. Loved the Santa experience. Thank you we attend every year.

A great store with lots of good quality bargains (especially during their sales) and you must try their cafe as the food and coffee are awesome! Many thanks to Des who gift wrapped my homeware purchase today for a friend's wedding this coming week.

Born & Bred Westie, was in Queen St Branch to purchase a Bag but got Purse instead. The young lady who served me was naturally friendly & helpful, what I liked the best is she never looked down her nose at me which whenever I go into shops in Parnell they do. So Thankyou for a excellent experience, your staff are a credit to you.

Wayne from the kitchen Department was kind enough to help me this Sunday, there was only skeleton staff on the floor, but he helped me choose the right luggage bag for my partner, he was honest, when he didn’t know something he proceeded to find out and tell me, he worked with me to find the right luggage bag. He was understanding and compassionate. I had a very way and happy experience at the store. Thank you Wayne 🌟🌟🌟you are star

Extremely disappointed with my partner’s recent purchase during Beauty Festival. We called the La Mer counter to check the stock They said they have it. My partner actually visited the counter. But all the salespeople were busy serving ONE customer buying a whole lot so she had to rush back to work and buy it online. We waited till next day afternoon, the order got canceled…To be fair, we ordered on the first day of sales and we did call and visit to confirm the stock is available at that time which means no one was picking our online order until it sold out!!! The customer service representative was even trying to blame us didn’t call back to inform the order detail, is that the way how you called “first come first serve”??… This company’s online inventory management is appallingly terrible and doesn’t follow first-come,first-serve rules for online customers at all! Such a disappointment and waste of time !!!👎🏻👎🏻

Great if you're loaded. Store is lovely and staff are great. After buying my wife a very expensive fragrance was a bit upsett getting home and seeing it online for $100 cheaper. Would recommend looking there before you buy, my mistake but mark up seems pretty extreme.

A lovely building with character and quality purchases. The staff are genuine, friendly and efficient. The exhibition so interesting helping to remind us how fortunate we still are in NZ.

I lived on Wakefield Street for 10 years. Smith & Coughey is one of my shopping places. Its Christmas window displays are my favourite! It has lots of my memory on Queen Street. I hope your business continues to grow and prosper.

Who doesn't love classy Smith and Caughey! Quality and variety of goods is great and the staff are helpful, well dressed and professional. Great exhibitions, and window dressing (especially at Christmas). The cafe is worth a visit too for its old school charm.

Absolutely phenomenal customer service for an order for my mothers birthday. Shantell from accessories went above and beyond and I can’t express how amazing she has been. She sourced directly from suppliers as S&C didn’t have the colour handbag I wished for. I’m currently based in Europe so she gift wrapped, wrote in a card on my behalf from and even sent me photos of what it all looked like before it was sent out for delivery. I can’t express my gratitude enough. For service like this, this is why I will always come to them first!

Lovely lay out of the store inside and out, customer service is the five star too

Today I had one of my worst, if not the worst retail shopping experience in my life. This is clearly a complaint, but I just want to emphasize that this is about your system and processes, and not the staff. Long story short, I arrived at the store today (19-Aug-2023) and quickly found a Ted Baker long coat I liked. Knowing there were a few more items I want to browse, I had asked one of your staff to keep the item for me at the counter, so I don't have to carry it around while I continue my shopping. 10 minutes later I returned to pay for the coat at the counter only to be told someone had just purchased it online and they had to honour the purchase of that customer. This baffled me as I believe it is common practice for clothing stores, whether it be low-end or high-end fashion, to hold on to items for customers at the counter so they could continue to browse around the floor. After all, you are not a supermarket that provides a trolley for customers to carry their goods. In this scenario, your inventory system and sales process had prioritized your online customers, while I, the instore customer, who made an effort to drive to town and walked into your store, was disadvantaged. Where I think you could improve with this operating model is perhaps allow customers who are physically in store to have their items held at the counter and system for a short period or time, or straight up put up a message saying pay now or you could lose your item to an online customer (jokes). I hope the explanation above has clearly illustrated why this has been a poor customer experience for me. I am likely to continue to shop at your store in the future, this is going to be a bad taste that lingers on for a while. And please don't misconstrue that I was trying to ask your store to hold on to the item for an extended period of time so I can have second thoughts, I was extremely clear to your staff that I wanted to buy the item but wanted to continue to browse your relatively large store.

We saw the World press photographs.....go see...and be thankful we can see and walk away talk about it. Quiet a moving experience. Thank you S & C for having the nerve to show confronting journalism

System is incompatible I had to ring to get a confirmation email about a purchase which was sent 2 days after the initial online purchase and then again for my click and collect I called up it was ready for collection but no email was sen until I called. Very frustrating!! Staff was helpful via phone though just lacking in other areas

Absolutely disgusting customer service. All my questions are being ignored. Sales assistant on the phone can’t put two words together. I have in the past returned items that were on sale. But recently the company SNEAKILY changed some T&Cs and clearly didn’t inform their customers about that. And when I returned the item that was too big for me (by post) they simply sent the parcel back to me without even letting me know.

Great shop with a wide range of great quality products and excellent staff, plus in such a convenient/accessible location right on Queen Street. I buy bedding, clothes, shoes and kitchenware from them regularly. They have a reputation for being 'expensive', but with all the products I've compared their prices on (eg with Farmers and other chains), S&C have come out the same price or cheaper. The big bonus is that they do a good job of not selling bad-quality junk (so perhaps a sqew towards expensive products, rather than an expensive shop!). Also their end of season clothes sales include the best bargains ever. Being able to shop with confidence that the range is well curated to just include stuff that will last, but without having to pay extra for that, is a definite win-win.

Amazing customer service I’ve ever had in New Zealand! I bought a gift for my friend as wedding gift and the lady who helped me packed nicely and carefully! I’ll definitely come back for more 🙌🙌 Thank you so much!

Had a good experience shopping in Smith & Caughey’s, great variety of brands and goods, nice and relaxing atmosphere. I would appreciate if pictures in changing room would be replaced - if a company sells luxury products it should have some profit to try to make store up to date and not like an old place. There’s no idea of retro on it, it just look outdated and as company owner saving money on customer experience. Also some sellers don’t know about products they sell - Dior stand seller just googled product information when I asked what active ingredients specific product has in it.

During my recent visit to Smith and Caughey's in the bustling CBD, I was fortunate to have encountered an exceptional staff member named Hanin Sh from the Chanel department. Her remarkable assistance and expertise made my shopping experience truly memorable. What impressed me the most about Hanin was her ability to truly understand my preferences and style. She actively listened to my needs and desires, taking the time to ask pertinent questions to ensure she curated a selection of items that aligned perfectly with my taste. Her attention to detail was exceptional, and I felt like she had a genuine interest in helping me find exactly what I was looking for.

I edited my review because my item was delivered promptly. I will put the previous slow service down to covid and perhaps ordering near the end of the year. Love your premium quality good. Thank you.

There is always a certain magic when Smith & Caughey's combines with Christmas and this year was no exception. Thank you for yet another amazing Christmas experience! Despite all the upheavals caused by Covid, your Christmas window display was always so appreciated, and for this most recent Christmas Holiday we really enjoyed being able to experience the enchanted forest and Santa once again. And special thanks for all your incredibly hardworking staff who made that particular visit so memorable!

This place reminds me of a scaled down version of Nieman Marcus in San Francisco... just not as nice. I walked each and every floor of this store, looked and I dont know how many items... some affordable, others quite expensive. In the ENTIRE time, I was Never approached by a sales person.. oh they watched and looked but were silent. Funny as I had just walked up queen street and spent 38k on fine jewelry the previous hour... I was looking for some high end costume jewelry... but without service, I kept my money and moved on...

Great store plus they have a great selection of Ralph Lauren.

I had never bought anything from Smith and Caughey's before and I was looking for a lovely handbag for my mum. I probably looked very confused when I was approached by a lovely girl named Rhiannon. Best service ever! Such a sweet girl!

Love this store. Always has great sales. Sells some really cool brands that other places don’t sell like seletti, Johnathan Adler etc. also has a great selection of perfume and the staff and generally really nice even if you’re not buying anything.

Such a nice building and such enjoyable shopping experience where all quality items and clothing ranges are displayed immaculately . There can be some good sales here too. The restrooms are divine. Also it's a good place to just hang out if u need a minute.

Lovely to be back again as this is a high-quality stunning store. Such a shame to see patches of it empty of stock, after the recent break in. We had lunch at the cafe and felt very welcome by the staff. The cabinet food was well presented and delicious and table service excellent. We had a great day out and spent lots of money, feeling very happy after our shop and the touch of class this store projects.

Santa was great, plus a 20% discount when you have a photo and free gift wrapping!