David Jones - QueensPlaza — Local services in Brisbane City

We had a bad experience 13/03/ 2024 at David Jones- Chermside. My husband had bought a Tissort ladies wrist watch from the David Jones- Brisbane City store for me as a gift on 13/06/2023 for AUD 575 and watch has a 2 years warranty period. Yesterday I noticed this watch was not working properly. Since it is within the warranty period, we went to the watch section of David Jones store at chermside. There were two sales assistants and we explained the problem. One of them had a look at the watch and accepted that there was a problem and offered us following three options. 1). Get a full refund. 2). Switch to a new one. ( exchange) 3). Send it for repair. We choose the option 2 and she went to check the availability of the stock and came back with a new watch. Then we took another few minutes to check other watches they have, since she said we can exchange it with any watch but price difference has to be settled. While we were looking at their display cabinets, another lady came and I think she is the manager. The manager looked at it and accepted that there is a problem in the watch. Then she said but we can’t exchange or refund, you have to go for the repair option and we have to go to the manufacturer website and send the watch to repair by ourselves. My husband asked why you can’t refund or exchange. She said it’s passed one year period. My husband then asked doesn’t this watch have a two year warranty, and she said ah yes but, the watch strap is altered and hence we can’t use it again. Then my husband asked “are you going to sell this used faulty watch after repairing it? She said ah no, but we can’t accept it since its strap has been adjusted. We came back very disappointed, because store assistant clearly said we have three options, and we pick exchange option. But the other lady ( I think she is the manager at that place) she was looking for unreasonable excuses to refuse our request. I don’t understand this. 1). Who buys a watch and not adjust the strap before wear it? 2). If they don’t have those three return options, why did the assistant who works at the watch section, say that we have three options and initiate a watch exchange? 3). Does David Jones resell used and repaired watches which have been returned due to defaults? If so, it can be the reason for my faulty watch!

We are very disappointed the way she spoke, treated us and unreasonable excuses were given by the manager. If she told us that the assistant made a mistake thus we can’t give you those options and it’s not our return policy, we can understand. People make mistakes. And the shop assistant was very nice person. But after this manager involved, not only we disappointed but also we have a reasonable doubt whether we purchased a second had watch for full price from them.

We buy things from reputed stores like David Jones, because we believed we can trust the quality, warranty and after service. But looks like some of their staff really need to learn how to treat a customer and how to honour a warranty. I made a complaint to the customer care, They contacted us and said their assistant made a mistake, they don’t have...

I would definitely avoid this store for the following reasons:

Poor Range. This store seems to be ignored by the company in terms of the range of brands available. Anybody who goes to David Jones' website or reads their catalog will usually find 'except for Toowong' under an item. This store does not sell large electrical appliances like TV's, fridges and washers or computers, just a poor range of mainly mens and womens clothing, cosmetics, jewelery, toys and small appliances.

The store is also quite small by modern suburban store standards, being only about 3 quarters the size of a normal David Jones suburban store.

Dated store interior. This store has not been remodeled since it opened in 1989. David Jones seem to do this to under-performing stores, the recently closed Toombul store suffered from this. While most of their stores are bright and inviting, this store is dark with 80's grey stone walkways and grey old carpet with chrome railings and angled space-age light panels.

Better options near-by. Toowong is a short distance from their state flagship Queens Plaza store in the city which carries a near full range of products. The Queens Plaza store is modern and nice to shop in and is actually David Jones' largest single store in Australia (The main Sydney store is larger but is in 2 buildings).

There is also Myer in the city or at Indooroopilly (for those who don't want to pay for parking) which are about 5 minutes away and are several times better in range and layout than this store.

Basically, this store appears to be an under-performing store for David Jones and it seems their policy is to neglect it until the lease is up. With the future expansion of Indooroopilly shopping centre of which David Jones would like to open there when completed, this store will most likely close when...

I recently visited David Jones at both Queens Plaza and Indooroopilly Shopping Centre in Brisbane, and my experience was far from satisfactory. I was in need of formal dresses for myself and suits for my brother, as we had a formal family photo planned soon. Given my positive experiences at David Jones in Melbourne, I had high expectations. Unfortunately, these Brisbane locations fell short.

Upon entering the stores, it was immediately clear that customer service was not a priority. Despite there being several staff members present, none were available to assist us. Instead, we observed groups of four to six staff members chatting and laughing amongst themselves, completely ignoring the customers.

This lack of attentiveness and professionalism was incredibly frustrating. The staff seemed more interested in socializing than in providing any form of service. Not once did any of them approach us to offer help or even acknowledge our presence. Their unhelpfulness and unfriendly demeanour left a lot to be desired.

I was particularly disappointed because, as a Melbourne resident, I have always received excellent service at David Jones stores there. The staff in Melbourne are consistently friendly, helpful, and attentive. They always go out of their way to ensure a pleasant shopping experience. Unfortunately, the same cannot be said for the Brisbane locations I visited.

In conclusion, my experience at David Jones in Queens Plaza and Indooroopilly Shopping Centre was extremely disappointing. The unhelpful and rude staff made for an unsatisfactory shopping trip. I hope that the management at these locations will address these issues and work towards providing the level of service that David Jones...