DFS Sydney — Attraction in Sydney

Unbelievably poor experience – unprofessional staff and conduct at sunglasses section.

Incident 1: When I entered the store, a Chinese female staff member at the checkout counter approached and asked if I had an Australian bank card and if I could help another Chinese customer (whom I did not know) by acting as a tax refund guarantor. This was completely inappropriate and abrupt – she didn’t even ask why I was visiting the store. I declined.

Incident 2: I explained that I had previously purchased a pair of Dior sunglasses from this store and that a screw had fallen off, so I was seeking assistance for repair. The same staff member impatiently told me, “We only sell, we don’t repair,” and when I asked where I could get it fixed, she said, “Just find a local store,” in a dismissive tone. Her response was unhelpful and lacked any professionalism, like a revenge for me not helping her customer doing a tax refund guarantee.

When I pointed out that I had successfully requested a Moncler item repair two floors below in the same DFS, she became visibly unwilling to deal with me further. Instead of trying to help, she brought over her manager – not to support me, but clearly just to avoid further interaction.

Then she suddenly realized I might complain about incident 1 with her manager so she apologized saying she thought I was the earlier customer’s friend. The manager came and listened the whole thing and said it would be difficult to retrieve my purchase record from over a year ago – despite Moncler staff having done this for me before. He referred me to a third-party optical shop (1001 Optical).

Ironically, I later walked into a random eyeswear shop nearby and was warmly assisted – they repaired my sunglasses on the spot and free of charge.

For a store that sells luxury items, this level of customer service is shocking. Completely unprofessional and disappointing. I will never buy at this place again because “they only sell” they won’t offer you further services and they might as well trick you to be a tax refund guarantor for someone...

I’ve been seen the reviews on Google and been there many times. So here is how I genuinely feel about this place: (1)Poor services. There are many customers almost everyday in this place, even if you just want to buy something quickly you would have to wait for the staff to come over. It’s a over-crowded place; (2) Is it racist? Almost all the staffs are Chinese but from my experiences they speak many languages as well. It’s just that the staffs act like you owe them lots of money or something lol. I am a mainland Chinese myself, but every time I go there, most staffs just ignore me and my friend and we really have to do the shopping all by ourselves. So rather than being racist, I think the problem it’s just their attitude,which is extremely awful. (3)About the price. It can be a little bit higher than other shops. My suggestion is that do your research, compare the prices on websites with theirs. For example APM jewellery shop is cheaper here than other places. Just notice that you can not open anything that you buy at a DFS shop, it’s sealed until you are on board. If you buy things at other shops you can use the products before at the TRS counter:) One last thing , there aren’t many shops at DFS, for brands like Gucci the popular products are always not available, you only have...

I had a disappointing experience at the Guerlain counter today due to the unprofessional behavior of a staff member named Jennifer.

I understand the store can be busy, so I browsed on my own and only asked for help with one item, as the price card was unclear. Instead of assisting with a simple scan, Jennifer refused five times and repeatedly told me to “look at the card” in a dismissive tone. When I expressed my confusion, she replied, “I said sorry already — what more do you want?” and began speaking in Shanghainese with another customer, making inappropriate comments about me. Shockingly, she then told me, “Go make a complaint — I quit already,” showing complete disregard for professionalism or customer care. The experience left me feeling disrespected and unwelcome.

Thankfully, Yun from the Lancôme counter kindly stepped in. Her professionalism and warmth turned the situation around and allowed me to complete my purchase comfortably. While I deeply appreciate Yunn’s support, I hope management takes this complaint seriously and ensures future customers are treated with the respect...