Customer Stories
Safer stores. More confident teams. Real results.
Every retail environment is different, but the challenges are often familiar — repeat theft, staff safety concerns, time-consuming incident reporting and the pressure placed on frontline teams.
See how retailers are using WatchGuard to help create safer stores, respond more effectively to incidents and give their teams greater confidence.
Stirling Sports Upper Hutt
There was a time in my store where I was sleeping on the shop floor. That's not an exaggeration — I'd had so many break-ins that I couldn't leave the place empty overnight. You stop thinking like a retailer and start thinking like a night guard. My family barely saw me, and my team were turning up in the morning not knowing what they'd walk into.
Putting WatchGuard in changed that almost overnight. We haven't had a single burglary since. What I didn't expect was how much it changed the feel of the store during the day. My staff aren't looking over their shoulders, they're actually serving customers again. Parents come in with their kids and it's just a sports shop, the way it should be.
I sleep in my own bed now. If you'd told me a few months ago that would be the outcome, I'd have taken it in a heartbeat.
“My staff aren’t looking over their shoulders, they’re actually serving customers again. Parents come in with their kids and it’s just a sports shop, the way it should be.”
Suraj, Owner
Stirling Sports Upper Hutt
Vapemart, Miramar
We installed WatchGuard after being robbed. Since then, nothing — no attempts, no incidents. Whatever it is about knowing the store is properly covered, it seems to travel.
The one that sticks with me was smaller. A customer paid for part of their order and walked out with the rest unpaid. Not a violent thing, just one of those situations you'd normally write off and be annoyed about for a week. Next time they came in, the system flagged them straight away. We had a quiet, polite word, they settled up, and that was the end of it.
That's what I'd tell other retailers. It's not only about the big scary stuff. It's the everyday losses you'd otherwise just absorb.
“It’s not only about the big scary stuff. It’s the everyday losses you’d otherwise just absorb.”
Gulpreet, Owner
Vapemart, Miramar
Unichem The Palms, Palmerston North
Theft has been an ongoing frustration for us. Pharmacy retail is a bit different — the floor is busy, staff are often behind the dispensary, and by the time someone notices something's gone, there's no realistic way to follow it up.
The difference WatchGuard has made was clearest the first time we needed to file a Police 105 report. What used to be a long, fiddly job — pulling footage, exporting it, trying to write a useful description — was done in a fraction of the time, with imagery attached that was actually worth submitting. For a team that's already stretched, getting that time back matters.
We're now looking at the recognition side for our regular prescription customers who choose to opt in. If we know an opted-in customer has walked in before they reach the counter, we'll be able to have their script ready and get them on their way. A lot of the people we see are unwell, elderly, or just trying to squeeze a pickup into a lunch break. Anything that shortens that wait will be a genuine win for them.
“For a team that’s already stretched, getting that time back matters.”
Lizzie & Andy, Owners
Unichem The Palms
Welly Collective
The customer service from the Watchguard team has been second to none. Fantastic support to management and the staff alike. Since having the system installed the pressure is taken off the team to recongise people with regular theft behaviour. They are now stopped at the door and politely handed their trespass which the system prints for us.
From a management point of view, having the system support has been super valuable to the team, having them more relaxed, feeling more secure and allowing them to focus on other parts of their role.
Since having Watchguard installed, theft by repeat offenders has been wonderfully impacted. No more guesswork on the staff behalf, the system has reconised changes of hair styles, size, with/without facial hair. The pressure this has taken off the full team is invaluable.
The customer service from Watchguard has been second to none for both management and staff alike.
They have made the transition to a new system very easy with amazing customer service. The system is allowing us to prevent previously trespassed people from entering regardless of any physical changes they have made. So nice for the pressure to be removed from the team and for them to concentrate more on genuine customers.
“The pressure this has taken off the full team is invaluable.”
Libby, Owner
Welly Collective
