David Jones - Elizabeth Street — Local services in Sydney

I visited DJ’s Elizabeth street today to do a gift return for a gift card at customer service in basement, where I was told was no longer a thing and was advised to travel to level 7. I was greeted to Louise when I presented the item with the packing slip that arrived in the mail.

When I presented the document, Louise told me that I needed the email confirmation/ invoice to which I said that I have done this many times with the packing slip, even yesterday. I was then abruptly told by the representative “I have been here for 4 years, I am not sure who has allowed you to do that in the past.” Their tone and starting their sentence with their tenure length with David Jones was found to be quite disrespectful, as a client who regularly purchases his items at DJ’s. I then politely said that I will try to reach out to gift purchaser, they left me at the counter and walked off to assist with another client… umm hello?

Whether policies have changed over night, I understand that it may happen. However… that person did not handle the situation professionally and went into defensive mood as if I was an angry last minute Christmas shopper. I just want to further note that on the packing slip, at the bottom left corner, it states that if you are the gift recipient, you can exchange in-store for another item or for a returns gift card as per online David Jones policies (given that all other conditions have been met).

Louise’s reasoning was that they didn’t know how much the item was purchased for, but other people who have assisted me with the same queries have been able to in the past? Was this person having a bad day and/ or was not bothered to assist me?

I am extremely not happy to say the least that I had to carry the items to the city, and back home. Thus, I would appreciate that this feedback is shared with the relevant management team, and if this unfortunate event of mine is a one-off, that the staff member mentioned is retrained of the current...

I can say I’ve never experienced anything like this before, but what happened was completely unexpected and shocking, and I’m really offended.

Before this disgusting interaction, I had been standing at the checkout desk for about 15 minutes as the first person in line because this older lady told me she wouldn’t be long and I obviously needed a hand. When the older lady came around the desk, she asked who was first, but immediately looked towards a group that had just arrived, then glanced back at me as if I hadn’t been waiting there the entire time. It felt like, from the start, she either didn’t take me seriously as a customer or was making assumptions about me, perhaps based on how I looked. It almost seemed like she was dismissive or discriminating against me because of my appearance. She pointed to two areas that there were brooches before walking off to help the other group that had just arrived. She didn’t even wait to see if I needed any more assistance and clearly had no interest in helping me at all, despite the fact that I had been waiting there for about 20 minutes.

I was in the jewellery section of David Jones (Level 1) when I asked an older lady with blonde hair and glasses if there were any more brooches in that section. She pointed and said, “There are some over there, and there’s this one here, but it’s very expensive.” I was never more shocked in my life at what she said, and I was deeply offended. It felt like she made an assumption about what I could or couldn’t afford based on how I looked.

Fortunately, another lovely lady Kristy stepped in to assist me after I told her what her coworker had said. She was incredibly helpful and made my shopping experience much better. However, I haven’t forgotten the remarks made by the older blonde lady. It felt discriminatory, and I can’t shake the feeling that she judged me based on my appearance—perhaps because of the way I was dressed. The whole experience ruined...

Visited David Jones Elizabeth Street on 17/06 to take advantage of the T2 ‘the more you buy the more you save promotion’.

I had chosen the products I was after very carefully as to ensure their packaging was not damaged. All items taken to the register were clearly marked on the David Jones website as included—it was a brand-wide promotion.

The sales representative by which I was served from POS 382 was unaware of the promotion before I had shown it to them from my phone, but seemed accommodating and attempted to have the register trigger the discount.

When they didn’t succeed, they lied to me; making excuses as to why they couldn’t get the promotion to trigger on their register. They first claimed that the promotion was only for tins of tea, and then they had claimed the promotion was only for teas sold in quantity’s of 50g. I cannot overstate how neither of these things were true, not at all being mentioned in the promotion policy.

To corroborate these fabrications, they asked me to retrieve additional tins and 50g quantities of tea so they could scan them. I obliged against my better judgement. As someone who works in retail I would never ask a customer to retrieve something for me, but I can understand how a customer offering help would be appreciated. I was not about to offer my help, however.

In the following 15+ minutes of the interaction I asked if I should try someone else at a different register, if they wanted to call over a colleague of theirs to help them, and if there was any way they could manually override the prices of my items. Each time I was met with “I’ve got it [the situation, under control]”, when they clearly hadn’t.

When they finally overrode the price and had me pay, they handed to me all the product they had me retrieve, which had dented and torn packaging. I had to swap them back myself…

A very unprofessional and upsetting customer service experience that I would not have expected from...