Spotlight Carnegie — Local services in Melbourne

I purchased a sewing machine from Spotlight Carnegie and I specifically asked the person who served me if I could return it if for a refund oe exchange if i changed my mind. I was told that as long as it was unopened and I had the receipts and it was within the 28 days I could.

I've them attempted to return it for an exchange a few days later only to be told that they don't return sewing machines. I told them what the person who served me said and I was literally told, and I quote "ive said what ive said", before turning around AND WALKING AWAY. I then called Customer Service to report the issue. To which I was basically told that they can't do anything and to return to the store. I askes to speak to a supervisor and I was very rudely told that's not going to happen and I was hung up on. I called back 4 more times and each time, I was met with hostility, constantly interrupted and eventually, hung up on.

I then emailed Customer Care to raise a complaint. After a bit of back and forth, I basically told them that under Australian Consumer Law it's my right to return a product for change of mind as long as its in original, resealable condition and within the 28 day timeframe. That was also met with hostility and an unwillingness to help. They started responding to my emails by just copy and pasting the exact same robotic email.

This mistreatment of a customer is unacceptable! I've worked in Retail Management for 11 years and if ANYONE at ANY level treated a customer like this, I'd fire them instantly!

It is horrendous customer service to have a STORE MANAGER turn their back and WALK AWAY on a customer who's just trying to hold you accountable for information that ome kf your store team provided! Furthermore, as a Customer Support line, you are the face of the business and you are quite literally there to assist customers with any issue ir enquiry they may have. To then refuse to let anyone speak to a supervisor AND THEN HANG UP ON THEM WHEN THEY ASK WHY and then stop responding to emails when all I'm trying to do is GET SOME DAMN HELP! Is beyond unacceptable!!!

I understand that you've said that you don't return sewing machines but the point in time where that information became irrelevant IS WHEN ONE OF YOUR TEAM MEMBERS SPECIFIED THAT AS LONG AS I HAD THE RECIEPT AND THE ITEM WAS UNOPENED, ID BE ABLE...

Problems with the 0 rating in customer service at the Spotlight Carnegie Store

These are the consequences: of the negative running Spotlight Carnegie and its staff: rude, unhelpful, arrogant staff, talking to each other and doing their best to avoid assisting customers.

In particular the New Store Manager Ms Naomi ( who is completely unaware of previous arrangements, customer relations and the 0 rating in customer service: exhibited through her hostility verbally abusive (aggressive) and prohibited behaviours against Mrs Paola Ghiciu in combinations with Mrs Branca ( extremely Aggressive). They were extremely abusive and verbally aggressive on more than one occasion. Following Ms Elizia. Ms Branca & Ms Elizia both exhibited uncontrolled behaviour inclusive of both yelling and screaming whilst being verbally abusive in coordination with Ms Naomi who is the current Store Manager. Any time that I have been in person to finalise payments, no one is attending the party counter. Young members are inexperienced, therefore they cannot assist the client: resulting in a loss of time, delays in payments and other deals; which cannot be finalised due to lack of responsibilities, and following hostility exhibited by Ms Branca, Ms Elizia and Ms Naomi. These individuals should not be in customer service positions: they require professional assistance to solve their personal problems linked with poor interactions, and social intellectual issues.

I would be very careful about shopping in this store and stay away from them and the other females of similar nationality as Ms Branca, Ms Elizia, and the other colleague of the same nationality . SINCE THE NEW STORE MANAGER Ms NAOMI CAME ON the SCENE THERE ARE NOT DISPLAYED PRICE on the Items. I do not trust prices as they do not mark down items either.

They do not care about the clients ..............just and only about the money. I was feeling unwell, the sales assistant Named Vesna was extremely pushy and controlling and wanted me to pay, on the spot. While I was in the urge to attend the ladies. Of course I told her off. They are lazy, also there are NOT trolleys or any shopping baskets.

Lucky that I have already lodged a complaint with the State Manager !!!!!!!!!!!!!!!!!!!!

I definitely I won't attend this particular store for any...

I had good past experiences with online shopping, both Carnegie store and customer support. However terrible shopping experiences and customer support during this holiday season. I made online inquiries and reasonable complaints about my online purchase.

More than three attempts to select the preferred store for click and collect at High Point (items all in stock), it selects Carnegie by default during the payment process.

The opening hours were wrongly advertised both on Google search and email confirmation, hours is also reflected on their Spotlight website. Extended hours is wrongly displayed of 11:59pm but actually closes 9pm

I inconveniently traveled during the extended hours after 9pm which closed earlier - wasted time and money. I contact Carnegie store another day during their standard hours, no phone pickup.

I originally requested a refund via email but later attempts I wanted an extension for pickup till boxing day. I attempt to call the Carnegie store - no phone response. Online support cancelled my order and refunded the paid amount excluding my discounted voucher despite requesting an extension.

I tested and re-attempted to buy the items but they were unavailable for click and collect at Carnegie. My $10 voucher wasn't refunded and unusable. I forgo and quit the purchases - inconveniently lost valuable...