Meekee Dee

Review of Spotlight Head Office

Customer service severely lacks here. I have order...

Customer service severely lacks here. I have ordered over thousands of dollars worth of fabrics and other things in the last month. There hasn t been generally any issues with ordering online or receiving the parcels. However, I did have a small problem which I called and emailed three times about and was responded to with an option to be refunded or exchange a product ( I actually just wanted to exchange it) However, they did not provide any instructions of how to go about this. 10 days later, still no response. I called in and spoke to Zac. Who was polite but was not equipped with the customer service skills yiu would expect in a customer care position. I had to repeat myself multiple times and then he started to argue with me about the issue which was responded to but without instruction. I clearly explained to him my issue and that I did not want to argue with him or become even more frustrated with the situation as he kept asking me to repeat the issue.

I had to look for all the emails and order numbers because either their system is out of date and couldn t search for orders under or he just could not be bothered. It was extremely frustrating when the end result of the 30 minute conversation was him sending an email to the appropriate team.

Generally their stores are heavily understaffed, the staff are constantly working under pressure and come across as unhelpful when really the staff are short staffed and therefore they have a lot of attitude.

The phones are also never answered or you are on hold forever.

Spotlight has great products, love the variety. Just wish they took on board everyone s reviews and changed their culture.