Chemist Warehouse Hoppers Crossing — Local services in Melbourne

Had a bad experience today which the manager Mr. Marshall, who had the authority and an oppurtunity to easily resolved if he wanted to.

I purchased a knee support from point cook Chemist warehouse store and as I was advised if there are a return it is honored in any store.

I was travelling that weel and when I realised the knee cap was of larger size. I went to the hoppers store and I purchased 2 smaller ones from the store and requested the earlier one to be returned as it is not fit for me.

The earlier receipt was hard to read and i could not read the actual purchased date. The staff at the counter of this store was nice and he printed out the receipt after doing some research. However he could not return it as i was at the store on the 8th day and according to him the manager is the only person who could make a decision and had gone home. I went the next day and asked for the manager. The staff looked scared to call him. Yet he overheard and come by. A spectacled, rsther short person wearing a white pharmasist coat. He had no no name tag and i had to ask his name, which is Marshall.

I.explained the case and showed him my two new purchases of the right size and the old one which was of bigger size.

As if he did not like being called to address an issue, he was totally indifferent, lacking empathy and was clearly showing ego and passive aggression. It looks like he was already briefed by the staff as I was there the previous day looking for him.

He said he won't entertain refund or exchange as it was more than 7 days. ( it was just a day more than 7). I reasoned saying the original receipt was hard to read the dates and your staff was kind enough to.print me another one.

Now the following reply was shocking! He said "It is not your receipt, it was that of a purchase of someone else!"

I replied, "Are you saying that a person came to your store on the same day and purchased the same item exactly at the same time?"

He replied yes, we have several transactions a day. He insisted i returned the print out. I gave it to him just becuse i did not want his nice staff who helped me get into any trouble.

He also.said.point cook belongs to another owner and has nothing to do with them.

Mr Marshall appears to be not fit to be a manager and lead a team. I have worked in hospitality industry from the staff attitude one can see their managers attitude. To owners I would genuinely ask to get a customer and staff feedback on him.

Anyway I got refund from the chemist warehouse in Point cook as the manager there James was kind enough to take it back saying we are all busy and it happens. But he requested nicely to bring before 7 days. I bought 2 new items from his store.

Clear difference in the.leadership and customer service approach.

I will certaonly contact ombudsman on this policy of Chemist warehouse in hoppers Crossing. As far as i understand a store can only decline for change of mind within 7 days as per their policy. For wrong fit of.merchamdise they need to honour within 30.days. I need to understand if these people are flaunting hygienic or any pretext to deny the rights of customers under consumer law. Perhaps without the owners knowledge, its left open to some whims of a store manager decision. Attached are the return policy displayed in the point cook store which they honoured. Also.if a store can deny refund under the same business name based on location.

Needless to say I will never go to.hoppwrs crossing until Marshall leaves the place. My family will.now shop in Point cook. The staff is much happier and better there.

The only good think about the store is its location and its open 24 hours.

Edit: Once I wrote this, i scrolled through other reviews only to find many had bad experience including from Marshall. Not a single reply to the comments. So no hope on this store to...

So this is a message from my 7-year-old nephew who spent the night in hospital on a drip which was unnecessary if the 10 or 11 staff members who were finishing or closing up last night on the 27/02/2025. I arrived there at 1 minute past or 2 minutes past 11:00pm they close at 11:00pm but they weren't closed the staff members were still walking in and out there were about 10 staff members out the front and as soon as I got out the car they said to me "we're closed" I mentioned that I just wanted some hydralyte & I had exact change in cash and I used to work in retail so you guys are losing a sale. I said how about one of you just go get the product I'll give you the money and tomorrow you can put it through the register. I explained how important it was you the fact that there are no other chemists except for Doncaster and Coburg that open at midnight, they refused I explained that I didn't want to go to the hospital and they said to me WE DON'T CARE!! well my 7-year-old nephew said that you guys shouldn't even be allowed to sell Happy Meals because you are so sour and inconsiderate and have no compassion whatsoever because they will turn into sad meals.... Absolutely disgusting especially the head pharmacist who basically was the only one talking nobody else that had the guts to speak up and say you know what? maybe this guy's got a point it's not that hard. Absolutely disgusting human beings and everyone I speak to I will tell them this story. Just because you merge with Sigma have you all turned into robots I will tell everyone I know to not go to Chemist Warehouse Old Geelong road because you guys really need a good have a good long hard look at yourselves in mirror. I'm actually mind blown about the lack of Common Sense shown from at least 10 staff members and lack of compassion I thought if you're a pharmacist you have to understand people are coming to see you to get medication obviously these people don't care they just want their paycheck I think that didn't make it as a doctor and they're very upset about it...

– Fantastic Experience at Chemist Warehouse on Old Geelong Road

I recently had a great experience at Chemist Warehouse on Old Geelong Road, and I wanted to take the time to share my thoughts. From the moment we arrived, everything about our visit was smooth, convenient, and reassuring.

First, the location is incredibly clean, well-organised, and well-stocked. Despite arriving fairly late in the evening (around 7 PM), the store still felt safe, welcoming, and well-lit. There was plenty of parking available, which made the visit even more hassle-free. It’s also great to know that this store is open late, making it a reliable option for those who need to pick up medication or essentials outside of standard hours.

What stood out the most was the friendly and efficient service. The staff were warm, helpful, and professional. Even though the store was busy, we didn’t have to wait long for our prescriptions to be filled. The pharmacist was particularly great— clear, easy to understand, and patient when explaining how to take the medication. It really makes a difference when pharmacists take the time to ensure customers are confident in their prescriptions.

Another pleasant surprise was the overall atmosphere. Other customers were also polite and friendly, which made the experience feel even more positive. Sometimes pharmacies can feel rushed or stressful, but this visit was the complete opposite— calm, efficient, and well-managed.

I had originally been visiting the nearby medical centre and needed to pick up antibiotics for a cough. This Chemist Warehouse was the most convenient option, and I’m so glad we stopped by. I have to admit, I don’t always think of this particular location, but after this visit, I’ll definitely keep it in mind for the future.

If you’re in the area and need a pharmacy that is clean, well-stocked, open late, and offers fantastic service, I highly recommend stopping by Chemist Warehouse on Old Geelong Road. I’ll certainly be back...