Spotlight Avis 

I only gave them one star because there wasn’t a lower one to give them
For many years I’ve bought stuff from Spotlight and had no issues this time I bought a rug for my home. It was advertised as having been $800 on special for $200 during the black Saturday sales. I bought that from Spotlight and when it arrived It was just rubbish. This came from an independent source that are now selling their products via Spotlight
When I reported my issues Spotlight they told me if I had any issues even though I had bought and paid for it through their site that I would have to argue with the manufacturer. This went on for months. There was no real attempt to solve the problem they keep saying, if if you had a change of mind, you should’ve addressed it as such, I had never had a change of mind had the product been what it was supposed to be. I would’ve been very pleased with it however, it isn’t. I have now owned this product for approximately eight or nine weeks $200. I paid. I can’t live with this in my house. I take great pride in my house it’s not something I can live wit
I have been in negotiations with Spotlight for weeks and weeks and weeks. They told me during this time that I would have to negotiate with the manufacturer myself that they wouldn’t do it
after a lot of toing and frowing they I could return the rug to South Melbourne (lat my cost )I I live in the Mornington Peninsula, which would cost me a lot of money and I don’t think the onus is on me

Several weeks back I ordered a blind accessory in the Geelong store. None were on the shelves even though their stock system identified a few onsite. They ordered another for me, luckily still at the sale process as advertised (sale ending in a couple of days). After 3 weeks no phone call, so drove back to the store (25km round trip). Item never came in even though similar items ordered by others about same time came in. I was told it appeared the warehouse was not sending the item. I was advised to order online. Bummer - means a delivery fee. So tried to see if I could order it online, but couldn't as their system did not recognise my address!
So made a complaint. Was told to order it online, but would not honour the sale price. After numerous emails I was told to order it and the postage would be reimbursed. I was eventually able to order it as after a week the system recognised my address. Just waiting on the postage refund.
Can't believe this unproductive process, costing hours in wages to deal with this issue, when all they had to do was send the item from the warehouse to the store. And cost of the accessory ordered? Only $15-. Shareholders would be furious by this inefficiency.

Spotlight has the WORST customer service I have ever experienced. I have had 2 poor return instances where I have been in store and for one reason or another they wouldn’t refund me. Either I had to return to the store bought it, the return period was only 3 months, they wouldn’t look the receipt up in their system from my bank statements even though they could. Someone please compete with them because they actually don’t give a shit about their customers, because why do they have to? They have the monopoly. Actually disgusting money making tactics at the detriment of your loyal customers. Shame on you spotlight

Quality is really poor, purchased towels and after one wash the sides fell apart. Their returns policy is easy which makes you think it’s because they are used to it.

Over many years I have visited Palmerston North NZ and each time have shopped in Spotlight. Each x every time I have been on the receiving end of staff (only in fabric department) with a costic, arrogant attitude. Again this morning I received the same unpleasant attitude and left the store really affected by the girls terrible customer service. How has this been allowed to continue for so long. It affects the atmosphere of the store, the business x especially the customers. Something must be done to put a stop to this. I myself work in retail, and there is no way this kind of behaviour would be tolerated. As good businesses know the negative impact this has at every level. Give your staff further training, make it clear this bad attitude will have consequences if it continues. You have a big problem at Spotlight read your reviews, it can be resolved.

Spotlight made to measure experience was terrible. If it wasnt for the Consultant, I would have taken my business elsewhere. It took 5 months for my curtains to be installed from the time we paid our 1st deposit. We were living with newspaper on our windows due to tahe delay after delay after delay. I was following up on a weekly basis by the 3rd month and every time i spoke to customer service, i would be given an extended eta. They would say they would call me back, but never did. It was a very frustrating experience to say the least. Would i recommend them - no, never again.

Don't EVER use these clowns for online purchases!!!
Their customer service is pitiful and I was invited to provide a review of my experience.
Nothing nasty just a brief outline of how I placed the order, they took my money and said it would be dispatched immediately, then after 4 weeks of waiting I dared to contact them and ask where my order was?
Turn out they lost it, forgot to contact me and eventually processed and sent it.
Apparently although my review met all the criteria, SPOTLIGHT decided to "moderate" it and refused to publish it. Well f... you SPOTLIGHT as I am now going to go to every review engine and tell the world how underhanded and pathetic you are.

I had a truly wonderful customer service experience from Lisa at the Cockburn branch
Although she was trying to sort the sales discounting out, she just put this to one side to help on the check out desk.
I had the pleasure of having her serve me....a true diamond
So thank you Lisa you are a real credit to the store 😊

A terrible experience after I had paid the full amount. Every time I call I’m put on hold for 20-39 minutes and no one can give me answer as to when blinds and curtains will be installed. Promised to keep me informed each time only to never get called back. Still can’t get an answer on installation after 9 weeks and still waiting!!! Never deal with this company.

New Plymouth store bullies .
Closing in 15 minutes can't pay cash only eftpos..ask why said I now hv to bank transfer..ask why again accept teller answer but during that conversation she has spoken to someone using there ear pieces ginger lady comes over stands there thinking they're gonna open the cash till up..she stands there ask why she here says nothing..ask do you all close tills down and your not close..she said yes..i hv work here all over nz spotlight that's what we do..then leaves the looks!!??..we already got the look when we ask where the pencils were from another employee..while I'm transferring money..teller keeps speaking in there ear pieces..then another employee comes over and just starts going off..ask why she here..like why..all creating a situation in there ear piece..bullying paying and saying thank you..they walk around dnt offer helpthey walk around trying to find work..speaking about customers in there ear piece..and then when you question something they dnt like they bounce on you get rid of the ear piece dangerous and they are bullies they dnt smile toxic and they love to create unnecessary situations. bulling bullies and the body language faces how false there service is like customers aren't important an inconvenience..yes I did see few employees just suddenly appear going down the section my gran daughter and I were in no offer of help thinking we are stealing..could it be I had a large bag you see it all in this store

SPOTLIGHT (after I posted the requested review): Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time!

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Thanks again,
Spotlight


Two Stools No Winners
I couldn't get this locally so I ordered online. The first one was shipped from Tasmania to WA in a flimsy box with no other packing whatsoever, not a single piece of packing paper or bubble wrap. It took 2 weeks to get to me and arrived split-unuseable. I contacted Spotlight and they sent me another one from WA. That had a small sheet of bubble wrap thrown into the same flimsy box. That stool was absolutely filthy. Stained with coffee, something blue on the surface, it looks like they have been using it in the staff coffee room. Structurally, it has more knot patch-ups, especially in the legs, so not very stable or safe to use, than I have ever seen on commercially made wood. So I lost my money, and I now have two smashed-up stools to take to the country for my family to use as firewood. I do NOT recommend the product or the 'service'. Not stable, not pretty, poor craftsmanship, and poor delivery. If you want it, go to a store and see if you can find one that isn't patched-up with filler like the replacement I received, and don't get it delivered.

So yeah, thanks for nothing Spotlight. What you see above is their response to the review I gave on their website, which they ASKED me for. They refuse reviews on the website that show the truth. I said nothing abusive, and I have nothing to gain; I have lost my money and now have firewood instead of useable undamaged stools.

Dear Spotlight Management, you have lost me as a customer, and you can blame your lack of investment in your website. I am sure that I’m not the only online customer who has become so frustrated that they have given up shopping with you. To me, Spotlight management is either incompetent, negligent, or living in the past. How many companies in 2026 lose the income generated from online customers because they have failed to invest in a decent online platform - there isn’t even an app! In the past I’ve been a loyal, and big spending, customer. Because I do not live close to a Spotlight store, I rely on their website to purchase items and pay for delivery. This has become more and more difficult, owing to multiple crashes, Error 404 messages, slow loading etc. I’ve tried Chrome and Google as per Spotlight’s own suggestion. It made no difference. I’ll find small online craft businesses who actually provide a service from now on.

When ordering online for click and collect, I have to give an address. I have a right to privacy and this policy is a disgrace

Order placed on 13 December 2024 and never delivered. Poor customer service — I do not recommend buying online from this store.

1 star is super generous. One of the most disorganised businesses I've ever dealt with. The stores are putrid, dishevelled, unorganised hovels. Staff are lacking customer service, they care zero about their jobs or their customers. The click and collect is a waste of time and the online website is awful to use. Management should be ashamed to run a business this way.

No return on Pillows...I understand but what about when the quality is appalling? The Koo Pillows were not cheap and I am stuck with them. Once out of the package it is clear they are cheap and nasty. Zero apology from the manager. Not a happy customer. If I could give sero stars I would.

Customer service in Darwin was totally lacking. No eye contact with server, she practically threw the receipt at me and was talking to her co-worker as she walked off before I’d even picked up my purchase. Tried to send a complaint via website but it bounced back. Spotlight and its affiliated companies are so big they don’t care about their customers. Where else are we going to shop, but online?

Did a collect and collect rotorua store collected same day very nice customer service helpful smiles and very polite

brought a matress topper its great just what was needed for the bed 🥰

The products are great but I ordered a deep green posca pen and they keep sending me the deep grey ! After ordering 3 times I gave up and ask for a refund wish I had to force as they at first didn't wanted to give it to me. After telling them that they could at least offer a refund after all they mistakes instead of making they customers angry trying to ask for it they simply say that they have to follow procedures. This is ridiculous and this is making you having bad reviews. As well remove your deep green as you seem not to have any.