Making a Complaint about a Store

At Mitre 10, we’re committed to great service in every store. If something hasn’t gone right during your visit, we want to know so we can fix it and make your next experience better. Below we explain how you can share your concerns and what happens once you do.

When Should You Make a Complaint

Please reach out to us if you’ve experienced:

• Unhelpful or unfriendly service
• Inappropriate staff behaviour
• An issue in store that wasn’t resolved

Your feedback helps us improve and ensures all customers receive the service they deserve.

How to Submit a Complaint

1. You can choose the option that’s easiest for you:
2. Visit your local Mitre 10 store and speak with a team member or manager.
3. Use our online contact form on the official Mitre 10 website.
4. Provide as much detail as you can, such as the date, time, and names of staff involved (if known).
5. Please select the appropriate store from the drop‑down menu to ensure your complaint is processed as promptly as possible.
6. The more information you provide, the easier it is for us to understand what happened and sort things out quickly.

What Happens Next

Once we receive your complaint:

A store manager or a member of our management team will review the details.

They may contact you to gather any extra information.

We’ll work to resolve the issue as quickly as possible, keeping your experience and satisfaction at the centre of our process.

How Long it Takes

• We aim to acknowledge your complaint within two business days.
• Resolution times can vary depending on the situation, but we’ll keep you updated along the way.

Thank You for Helping Us Improve

Your feedback is important to us. By letting us know about your experience, you help us keep our service standards high and support our ongoing commitment to the community.