Spotlight Avis 

I never really had a bad experience despite the other reviews here saying so. I just went in and got a sewing machine as a gift and the staff were so helpful.

Went into the green hills store today to get some balloons. Waited ten minutes at the balloon station before attempting to ask other plentiful staff that was around for some help. The first pretended she didn’t hear me. The second said “I don’t work in that section” and walked off. The third o was angry and was forever to be assertive and say can “can you help me get somebody to the balloon station”. This was after walking to the other side of the store. She huffed and said “yes I will walk down and page somebody” rolling her eyes. I followed her and she did. I said “thank you so much” and she walked off without even looking at me.
Five minutes later a disgruntled lady called Trish walked up and stared me in the face saying “yes?”.
“Yes”??
I said can I please have these balloons blown up and she scoffed.
The rest I can’t be bothered writing about but wow! She was rude and berated me for not being able to find the balloon weights that weren’t stocked on your shelves. Even after I told her three times they weren’t there and asked her to come look and check that I wasn’t crazy! As a person who has worked in retail my whole life and is now a manager of seven stores, you should be embarrassed by who you’ve employed and who is representing your brand.
It was literally like I was asking for a million dollars, not a simple balloon blown up. A service which you offer.
Disgusting. I will never step foot in one of your stores again.

Went to our local Spotlight asking about curtains to be installed. Consultant arrived, measured up and I indicated we needed the curtains within a few weeks at most. Paid the deposit and asked about installation date. Only then told it could take 6-8 weeks (for one set of curtains and one Roman blind). After indicating this wasn’t going to work, was told 4 weeks which was reluctantly accepted. Following up a week later, I was told we had not accepted the quote - despite accepting the quote supplied via email and paying the deposit. I was told the quote had to be accepted online via a link that was never received. Meanwhile, nothing had been done and they had our deposit. I cancelled the order only to be told Spotlight would not refund the deposit for a week! As an aside, I talked with another supplier who could provide and install ready made curtains and a blind within a week for half the price.

Brought some towels via Spotlights Koo online store. They canceled just one towel and only offered me less the half the money I paid. After emails back and fro, they just paid me $5.75 and ignore me…. Shame on you

For a bit of background I purchased blockout curtain material with the curtain tape already attached late last year. I purchased it in advanced to take advantage of a sale and my renovations ran a bit over leaving some time before I hung the curtains.

Upon hanging the curtains and having light shine through, significant defects were identified in the blockout. As the material is not damaged this was not noticed until hanging with bright light behind.

Spotlight have admitted that the material is "faulty" however they refuse to refund me due to the time that has passed. However as it is not damage and is a defect, timing has no impact but Spotlight absolutely refuse to refund me for a faulty item they sold to me in good faith.

I placed my trust in Spotlight that the products they sell are in a good condition and fit for purpose. I feel like I have been defrauded as even after it has been brought to light they refuse to make it right.

Order and deposit paid 19th April. Now 4 months later and after numerous inquiries and complaints the blinds and curtains finally installed 2 weeks ago. However main curtain has a small flaw but worse is lounge blinds are too short and bedroom blind simply omitted. We were assured to be visited today to correct and complete but the service person has neither called nor arrived. Of course we have paid in full circa $4000 but the service remains incomplete. Really don't know what to do. So disappointing

Bought a wall clock 12 weeks ago tried to have it replaced at albury store this morning was advised they cannot look up sales on vip card what a farce won't be back at spotlight.

Purchased 3 items online. 1 item needed to be received by post costing $9.99 on top, 2 items via click and collect. 1 click and collect item not available in store and was advised by customer service rep to order again online for post and pay another $9.99, again. Asked rep to transfer me to her supervisor and told they were in a meeting so nothing could be done and rep tried to end the call there and then. Asked to be called back by manager as to why item was not showing as not available instore initially so it could have been included in the original post purchase. Double checked my contact number with the rep. Have not received a call back to date. Disappointing :-(

Bought a new sewing machine from Spotlight Whangarei which developed a fault in the 1st week, took it back to swap, they insisted on repairing. Now using it for the 2nd time since "repair" and same fault again. Tried to ring the store and all you get is a message saying their mailbox is full. The worst shop to deal with, Spotlight don't seem to think customer service is important. Constructive criticism- get Head Office management who are competent and care about the customers. Seem to be another hard nosed Australian company who only care about profits. Problem is the have no competition in the North.

Absolutely appalling - bought electric blanket on their website that was listed in bold as $85.00 subsequently charged $170.00 because I wasn’t a “VIP Member “. Cancelled order within 12 hours and after much hassling was advised order would be recalled and a refund provided. Now a week later I have the unwanted item in my office and absolutely no response from Spotlight. I have to ask who in their right mind would willingly pay $170.00 for an electric blanket?? Currently Spotlight are ignoring my emails but I will not give up 😬😬😬

I wish I had read the reviews before we paid a fortune for curtains and shutters for our new home.
The initial install was sadly lacking as they damaged both the curtains and the track. They have promised to replace them, but we are yet to see it.
We have waited over 9 weeks for them to return, and every time they book a day and time to come and correct their mess, they change the date and add another few weeks to our wait.
They are not good quality curtains for the price, and they do not sit correctly as S fold curtains should.
Their customer service is all talk and no action…..if you can even get through to them.
Overall an awful experience and I would never recommend them or use them again.

Over priced. Discounts structure stupid and confusing. Untrained staff. One departments computer has not been loaded with discounts. Changing out wool blends with synthetic but charging the same as wool..........simply put if you think spotlight is cheaper due to its size ITS NOT! A simple Google search on a product shows 99% local shops are cheaper....

The lovely lady in curtains at the Morayfield Spot light store, was wonderful. Her name is lisa, her customer service was amazing, she went above and beyond to help me in buying curtains. I really appreciate her professionalism and in the way she was so willing to help me. Thankyou lisa your service is rare these days.

Bought towels, treads strayed unravelling after first wash, emailed pics and reciept to contact part of there website (head office I presume) as I was going interstate and couldn't get back to the local store for some time, they didn't care at all and all I got was "I must go back the store I bought them from for refund" total waste of everyone's time, let's just make it more difficult than what it should be, for all parties

Ordered Made 2 Measure curtains for four rooms. Consultation was great and the lady was very helpful and that's where it stopped. Installation date was late, man didn't show up and didn't notify us, then told to reschedule to next available appointment a week and a half away. Took another day off work, man didn't show and when I rang Spotlight M2M they rang around and found out he had called in sick. Third attempt to reschedule in another week's time (couldn't possibly fit us in earlier, but had to go to the back of the queue), he said he would be there between 8-12, and arrived at 11:59 and took 4 hours to install, so a third day of leave required. One blind has dirty hand marks down it, the lounge blinds are an inch too long on the floor (asked for it to not touch the floor) and two hooks missing from a bedroom curtain, so a bit is dangling. Complained numerous times to the complaints department about the service and inconvenience. They eventually (after many prompting phone calls) offered a gift voucher (small amount) for the inconvenience. Low and behold, it has not arrived after 5 weeks, and three reminder phone calls. Enough is enough, just really poor service and no one seems to care.

Purchased a wool duvet inner: Unzipped the packaging, (no seal may so may have been opened before) and opened it out. It seemed very thin and not what i was expecting from the description given to me at the store, so took it back to the store to exchange for a thicker version. I was very snottily told they would not take it back because I had opened it. I explained that I had just opened it out, saw that it was too thin and not what I was advised and then folded it up and put it back in the package. But they just repeated the same line in a matronising tone. I have been on the phone to customer services to make a complaint and after 30 minutes told "we do not have a complaints department, no-one can deal with you complaint atm, but they will call you back in an hour." Terrible customer service and in breach of consumer protection legislation. I hope I do not have to go through a third party to resolve and hope that some kind staff training is undertaken.
I did not receive a phone call back so called again, this time my email and phone number given, still no reference or complaint number. I was told that I would receive an email for reference, no email no phone call received. I wrote a review (as above) on the spotlight website and received an email 3 hours later: "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!" I presume their guidelines are not to publish negative reviews and that they only have 1 member of staff. The link at the bottom of the email rejecting my review "Contact Customer Service with questions or concerns." does not work.

Spotlight made to measure! Worst customer service ever! DO NOT USE! 6 months after original install and after many calls, promises and chasing up I sit at home awaiting a promised reinstall with no contact. This company is the worst I have ever dealt with!

Poor customer service.
Specially, Box Hill Branch

I would give Spotlight zero stars if I could. I used to shop there a lot years ago but for the past few years they seem to have cut staff numbers considerably and/or the population has increased tenfold over the last few years so they have many more customers in store but have never increased staff numbers. I have gone in there on a few occasions recently and each time had to wait an extremely long time for any service, either for advice on something or just to pay for my item at the checkout. I then ordered some items through click and collect thinking that this would be quicker and easier than trying to purchase in store but I waited in the long checkout queue for at least 15 minutes and was then advised that I had to go to the material cutting counter in the centre of the store to collect my item. I went there and it had a long line of people waiting to have bolts of material cut and only one person serving. I waited 30 minutes and then gave up as I still had 2 people in front of me (one person with about 4 bolts of material to be cut) so I went to the checkout and asked if they could send someone as I only wanted to collect my click and collect items. They said they would so I lined up again at the material cutting area (the line had become longer and I had lost my place there). No-one came so I waited 35 minutes and eventually was served and collected my items. This place is a disgrace when it comes to customer service and has been for quite a few years now. I refuse to shop there ever again, either on-line or in store.

Absolute crap. Not only does this store always have limited stock but often completely out. So I ordered stock on line, with the purchase going through starting it was available and in stock. They are quick to take your money, allow you to drive to the store for click and collect THEN email you stating items or if stock and order cancelled! Though my money still has not been refunded. Can only imagine the interest they earn on our deposits in the interim. What a scam. The employee in store was less than helpful and less interested. Spotlight used to be a good store, now it's just over priced with limited stock and cannot get their online ordering sorted. Don't have click and collect if you cannot manage it!