Spotlight Head Office Reviews

03.03.2021 Further to my comment below...after emailing Head Office and repeating what I have said below...I was offered free shipping on the items that were unavailable at the store...I am very happy with that...and have received 1/2 parcels already...and while this was admirable, they do have a long way to go with customer service...but this is a step in the right direction...thankyou Spotlight. My star rating has gone to 3.

I am fed up with not being able to purchase specials that are emailed to me CONTINUALLY...40% off...blah, blah, blah. When I make the trip to my local store, there is never any stock left...do you think you might like to ensure your stores are carrying stock before you bombard my inbox with specials I can never get. I ask the sales assistant who tells me they have no stock and they won't be getting anymore...but I can buy on line...but will have to pay for postage...I ask if I can get free shipping due to the store not getting anymore stock...but no...I must pay.

There is no suggestion from the staff to try and get the item from another store...where is the CUSTOMER SERVICE...frankly...there is NONE:(

What is the point of sending me specials that won't be specials by the time i add your shipping charge...how do you do business Spotlight?

Seriously, I have had enough, I can't tell you how many times the above scenario has played out...I am over you.

Spotlight, you deserve NO STARS...but I have to select one, to be able to post my comment!!

The off-shore (overseas) call centre is disgraceful. The absolute height of rudeness and no customer service or customer care what so ever.
They even refused outright to let me speak to someone in Australia.
After getting nowhere, (trying to find an order placed 8 days ago online), and hanging up, I got an email one hour later canceling my order.
The only reason why they get any stars is the woman in Melbourne who I spoke to after finally tracking down an Australian phone number.

My wife spent $1,200 in one transaction on Sunday afternoon 10 Nov 2019. In this VIP purchase was included an Elma Sewing machine for $600. Monday morning, 11 Nov 2019, Spotlight's Google Ads are constantly bombarding my phone promoting their same sewing machine at a 30% discount plus free delivery. This is not the bad part. We called the feedback number on Tuesday morning and explained all the details and provided full contact details including email, mobile, docket number and even the VIP member number. It's now Thursday and no response from this Australian Corporate. Either lack of care, bad systems or probably both.

Don t do it! Just simply don t!

Pretty low grade online shopping process, click and collect and customer care. Just all round bad both times I ve shopped with spotlight online.

Simply I hate shopping with Spotlight. Made an online purchase and after 3 weeks still I didn t get it. No one to answer the phone for the inquiry.

I had a horrible experience with my online shopping recently. I ordered few items, one item was auto cancelled and refunded. For the other items I received, the website mentions 2-5 days. I kept a buffer of one week extra, due to ongoing situation, but it was not delivered within the next week as well.

I received it very late and three days before I received the order, my order status was shown in their website as Completed . The customer service was not at all replying to my emails.

Just so as not to be a spoiler for others plans, be careful they have extremely delayed deliveries.

Reference AA4140361

Terrible person who does installation of blinds . Garry a tall large man who can to our home to install three Venetian Blinds did not bother to tell us of the mistake in the making of our Bathroom blind. The blind was half over our bath and difficult to reach the rod . Garry boasted about having been employed by Spotlight for 39 years.

Tania the Measure Consultant was fantastic and stated the blind would be remade and errors corrected including the cleats being placed so high I could not reach them as well and the rod being too short. I am 152 cms tall and 85 years old and do not have full movement of my right arm due to an accident.

Garry came last Wednesday afternoon very aggressive and did not appear to believe that I had not been home in the morning. I had had an appointment which could not be changed.

When I asked if the cleats be placed lower so I could reach them he told me it was "Against the Law" I finished up in tears and told him to leave the cleat off and my husband would install the cleat. Garry did not install a longer rod either. He kept saying he just did what he had been told. I ordered him to leave our property I was so upset by him and I would lodge a complaint.

When ordering the blinds originally with Tania I paid half the cost by Credit Card. I later got a phone call from a male who told me that unless I paid the total amount in full my blinds would not be made. I then paid the other half over the phone.

We will tell our friends of the our experience with Spotlight.

I've had great pleasure with spotlights VIP online orders.. I can't complain in any way. There quick to ship out my orders in a day and there delivery in a day or 2. Once one of my orders had been damaged by Aust post, they replaced it with 2 days after I phoned the customer service team.. Thank you spotlight

Ordered and paid 50% deposit for made to measure blinds and shutters on 29th January, advised approx 6 weeks until installation. Contacted them on 4/3 to ask when installation would be. No answer, was advised finally on 10/3 order had not been processed.

Ordered two items on click and collect from Box Hill Miiddleborough Road store.Told 48 hours...8 days later and no email/phone call/ anything!!!I have emailed twice and got a general reply saying Australia Post is slow..I ordered it Click and Collect!!Tried phoning,went nowhere.What do I do next??

I would like to offer your company some advice on your staffing at your townsville branch. Your company is being represented by some very rude and unhelpful staff, most particularly in the sewing department. I will comment there were two nice ladies one called Lee that were friendly and helpful however there were at least four others that were either rude, indifferent, unfriendly or gave a quarter of the service I have experienced in other spotlight stores.
There are some lovely people out there who would value a job here and yet you have some not very nice people who made me want to go to Lincraft or anywhere else. One was called Tracey. You should look into this, I have a large community group project and don t want to do my business here with that attitude. There were other customers there who were also disgruntled with the rudeness and your staff were indifferent to that as well.

I noticed that a large part of my order was for art materials and I could not find half of what you had online in store. The project we undertook last year was held up for a month because no one bothered to ring us and tell us that they didn t have them in stock and we had to look elsewhere and yet they were online? Helpful wasn t it. The project my employer runs is around 2-3000 dollars worth of materials, perhaps you are unaware that this is how your shop is being managed. I don t want to discredit the wrong people who are doing their job but you have an inbalance in conscientious workers that are costing you your reputation.

Online Shopping... Unable to fufill. Disappointed

Thank you for shopping at Spotlight Store AU and your recent order with our online store.
Unfortunately we are unable to fulfil the item(s) shown below as part of your order.

These unfulfilled items have been refunded to your original payment method.

Please accept our apologies for any inconvenience this cancellation may have caused.

My first review ever, shame I have write something bad.
Rude staff, no acknowledgement of mistake, no apologising.
I did not need to be treated like this as a customer.

Such a WORST EVER SERVICE I found and experienced recently. Spotlight made customer upset by all means. I bought an item and found faulty inside and wanted to return the item and asked for refund, but they refused. So unhappy with their service.
They are not even deserve for 1 STAR ....

Not helpful at all...just refered me back to the store...who in the first place told me to go to head office

Absolute shamozzle of a process.

Waited 4 months to get replacement blinds after they made them the wrong length.

No updates as to where order was at unless I chased them. This went on for 4 months - try to call the contact centre, no answer. I leave a voicemail, no call back. Try to fill out the contact form online and no reply.

Absolutely shocking customer service! Placed an order for click and collect, got to the Essendon DFO store at 5 minutes to 4pm To collect and the were shut with 5 minutes to go!

Rang customer care right away to have the issue resolved, hoping I d be met with some empathy but NO! This is where my experience went from bad to worse...

A woman named Maria was appalling! These were her comments after I told her what happened:
Maria: when did you receive the email?
Me: just today
Maria: so you had all day to collect the items!
Me: but I got there before 4pm
Maria: there s nothing I can do about that, it s up to the store what times they open and close
Me: but the email said they close at 4pm
Maria: you have to understand that they open between 9am and 4pm
Me: yes, I understand and that s why I got there before 4pm
Maria: you will have to go again tomorrow

No apology, no easing Of my frustration, just a pure lack of Basic human decency from Maria! Not even 1 ounce of customer care . Cold and detached from her job. Just disgusted and shocked at such a lack of basic decency from an employee at a time when people are desperate for jobs!

Overall just disgusted Spotlight!

No one picks up the phone - no service or returned calls. Late on deliveres and faulty products - I would rather give a lower score

Placed order online stock showing. 3 days later receive email main item cancelled no stock? I sent email stating cancel whole order as not satisfactory. 2 days later receive email stating another item cancelled, I tried to ring 1300 30 mins no answer. Sent email stating cancel order as a third of items cancelled not satisfactory, items go together. 2 days later receive email item to arrive via post? I dont want the ONE item why would I pay $12.00 delivery for item I no longer require when the others that go with it; are out of stock!! Get organised Spotlight...IDIOTS

Extremely poor customer servece! Paid over 7000$ on curtains and got the wrongly made ones after 5 months! And the lady in charge did not even say a word of apology!highly disappointing!

staff on the phones are quite rude need some customer service skills.
Cancel orders no notice or anything

Absolutely appalling service recieved by the so called customer service team. Even the managers are rude obnoxious people who couldn't care less that we spent $560 on a machine that failed in less than a week. So sympathy for the fact we are in stage 4 restrictions and expecting me to jump theough hoops to get a replacement. Wont allow us to exchange at our local store via click and collect. Even offered to send pictures and videos to show its faulty. Appauling service and looks like a call to the ombudsman or consumer affairs is going to happen as they do not know the consumer law. This is not the last of it and will not give up until a satisfactory solution is found

We ordered online 8 day night roller blinds on the 30 April 2020, we received 4 blinds at the end of May and one of the blinds had been badly damaged by Australia Post. We called our local Spotlight store to see if we could get a replacement blind and we were told they did not have the blind in store and we should get on line and search for another store that had them in stock, we found a replacement at another store that was not local to us and we were told it could be shipped to our local store and we would have to pay the delivery fee or drive and pick it up ourselves. Our next shipment of 3 blinds ended up in NSW (we are in Vic) and we ended up with 3 plates being delivered with an invoice with details (address and phone number) of the person who ordered the plates, not great security as someone else would have ended up with our details!! We then had 2 blinds resent in separate orders and we are still waiting on 1 blind. We have made numerous phone calls to the Spotlight head office phone number over the last 3 week and have had apologies and the promise someone will follow up and get back to us and to date we still cannot get an answer as to where our missing blind is because no-one has contacted us as promised. The customer service has been extremely frustrating to say the least and it would be helpful if we could speak to someone in Australia and not off shore. Spotlight quick to take your money and then make it difficult to get any answers. Poor customer service and follow up. We understand that $675.98 may not be a lot of money to your company, but great service and a positive review which cost nothing would be more beneficial and we would rather be giving a positive review. Lift your game Spotlight and respond to our enquiry!!

I ordered blinds in March, I then called in June to find out when they'll be ready and they said sorry but they have been cancelled as your fabric has ben discontinued. I Have been trying to speak to the supervisor and no one can help me and no one care. We are now in July my order has been messed up and still no blinds. The WORST COMPANY EVER TO GET YOUR BLINDS MADE AND TERRIBLE CUSTOMER SERVICE. SO NOW IN JULY I STILL HAVE NO BLINDS. DON'T GO WITH SPOTLIGHT THEY ARE TERRIBLE AND UNPROFESSIONAL

NEVER order online, i have been sent some of my order and have not had any response to my queries. They of course have my payment but i have not received the goods. i don't think i will ever see my money again :-(

$20 shipping per item? no deal. never buy anyting online from them, and they almost never have anything in stock in any store.

They will not exchange an item without a receipt and will make you feel like a theif in the process.. Will never shop there again Lincraft here I come

Gainsborough Bed/Quilt. different colour to one shown on line. Flower and leaves much darker. I bought on line, returned to Rotorua NZ store, got my money back as still in package. I was told by store , bed products no longer returnable, for hygenic reasons. clair NZ

DO NOT buy online from spotlight, they are very unclear with the products, the costumer service is absolutely horrible. Their shipping time took 3 weeks after saying only 5 business days, and their prices for shipping are ridiculously expensive. I will definitely never buy from here ever again.

I only have one complaint about the Belmont store the ladies in the material section are absolutely frozen to the bone on cold days and i would have been in the shop a lot longer if it was warmer also
In everyone's wellbeing please check it out management

Nice staff !!!

But please the people at the last cashier , Rude and if Chantelle from South Melbourne can t be bother to work I will advise her supervisor to put her on Jobkeeper home till September 2020 .

Bought a product. Product was delivered faulty. Reached out, got a copy-and-paste response that asked me for a few more details. I responded, then got nothing back. For over a month. Despite reaching out 5 times since then.
How are these idiots still in business?

This was the worst experience I have ever encountered. We are a school and spotlight would have done very well out of us. Communication was appalling. so now looking for a new venue to do business with. Very disappointed and classes were cancelled due to waiting for our account card to arrive to buy stock.

Almost everything on their website is out of stock but still shows it all while browsing. Most things I selected I couldn't add to cart. The few things I did ended up getting removed from the cart at checkout due to low stock. Huge waste of time.

DO NOT USE THEIR ONLINE SHOPPING SERVICES!!! I wish I could give a zero star, the worst online shopping experience ever. I ordered a 10 meters faux leather, and I was informed by email they are sending it separately in 1M, 2M & 7M, but I ended up received 4M. I called customer service to sorted it out and promised will give me a satisfied answer via email or call, obviously it never happen.

It leads me no choice, I have to go to the local shop to find that 6M to complete my seat cover sewing. Sadly I couldn't find it in store!! I was totally blind sided with this online stock all this year, and realised the online stock is actually different from the store.

I will never shop online again with Spotlights!!!

If I could rate at no stars I would. I ordered over $100 goods over 6 weeks ago, have sent numerous emails about my missing items that says ready for delivery and has no tracking. Being completely ignored except an email 2 weeks ago we are sorry about your experience. What about my items I ordered? Or a refund I ve requested? Or even a response as to what you are doing about the order? I may as well have thrown $100 out the window as it would have the same result. Disgraceful customer service.

If there was an option to give zero stars I would. I felt extremely unwelcome and uncomfortable in the South Melb Spotlight store. The staff was rude and unwelcoming. Nobody was ready to help. To even ask for prices (not my fault that there aren t price stickers for everything), the staff made faces and said the pricing extremely rudely. Never shopping here again. Weird and rude staff. Zero customer service.

What a frustration experience at the Bondi store. Staff members are running away rather than coming to assist. Grumpy staff and are incompetent to answer a normal question re yarn 8ply/10ply.
This is not the first time that I had such a negative experience in this store.

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.

love going to spotlight to buy wool, craft supplies, and just generally browse the aisles for specials and to check out what they have as they have a huge variety of things to buy.

They organised to have a product collected and returned to them , it s been a month, I still don t have my refund, they ve confirmed they have the item, I ve called them a dozen times, am always told the same thing, you will have a refund within 24 hours, now they aren t even answering their phones. I ve emailed them with a screen shot of their Own email to me with the order number, to which the reply was, sorry that number is incorrect we can t help you...I m sorry, but that s your own email I send you, how can the order number be wrong, oh that s right it s not wrong..and on speaking to them, their order number was correct...Totally unprofessional and clueless..will now be taking up legal action..

Ordered and paid for 10 items only to receive email notifications in the following days that 5 of them were unavailable. The remaining 5 items arrived in 4 different parcels (from different stores) and each had to be signed for as if they were gold bullion's. Very bad packaging with no protection and a wooden decor item was broken. Reported it and they got back to me asking if I wanted a courier pick up to collect it, I said yes and then I've heard nothing further for over a week Emails go unanswered and just an overall poor experience....never again.

Horrible horrible online experience Do not shop with them online. Iv purchase twice now and both times have been cancelled without explanation. Online says they are still open for delivery and product s are in stock so it baffles me as to why they would need to cancel. Also they are quick on taking payment out of my account but suddenly extremely slow on refunding it!!! Not happy spotlight do better

I was in your Highpoint Maribyrnong Store on Monday 15th June and asked a Staff Member if the Koh Quilted Doona Cover was on Sale and was told no ..checked on line & is on sale hence Highpoint Store has sold out went in today 18th only to be told no stock &you will have to buy on line & Pay postage ...Sick & Tired of this stores very poor customer service

Nil customer service, nil staff experience. I ended up with the wrong length in cut curtains after I gave exact measuremets. Store useless. Got home tried to call customer service waited 15 mins on hold. NEVER AGAIN will I shop at Spotlight............should have gone to Lindcraft!

Grumpy staff
Asked a staff member how much an item was
Said staff member snatched the item out of my hand and walked off to the scanner without a word
Customers are an inconvenience to them apparently.

Never shop online you purchase a big order and your waiting every single day because they send it 1 by one and if broken they tell you go in and exchange it.so you do. then they refund it because it doesnt work that way .online and in store staff have no communication to replace the broken item they want you to pay delivery again 8,99 it was my first time with spolight and going to be my last returning everything for refund

On my 1st call, the gentleman I spoke to did not understand I was calling to complain about the South Morang store and said transferring you to that store now. I had to again explain that I wanted to complain about them, not be transferred. Then my call was disconnected. I called again, this time I spoke to a lady whom I told I'd been hung up on, she said no, you weren't hung up on, there is something wrong with our phones and all calls got disconnected. I had to go thru it all again. She asked for my full name and phone number and told me someone would call me back in 24 to 48 hrs. That was on a Friday at 10am. By the following Wednesday mid afternoon still no call back. So i rang again, got the man I initially spoke to this time. He explained away my not being contacted because I had not left an e-mail address. Told him I wasn't asked for 1. He said he'd have someone from complaints call me back. I didn't actually get a call back from head office at all. I did however get a call the following day from the manager of the store I'd complained about.

Would give no stars if it was an option.
dont order online - they cut the fabric up and distribute across multiple stores across multiple weeks. THE WORST

20 August 2020 Very unhappy customer today. Most often I am reasonably happy. Not today. After checking on the website that the product I need is still available and not being able to view availability online I chose to make the trip to the store at Kawana where I looked and looked but could not find the product (Caprice Platinum Holland Bracket White). Then I requested help from an assistant who also had no success. There was a substitute product but it was unacceptable as it was not compatible to the product I was seeking. The part was a spigot, (well, that's what I would call it) a component of a roller blind which I purchased from the store some years ago. The advice I was given was to perhaps forget buying a replacement part to repair the blind and to consider buying custom made blinds all because the $12 part I needed was not in the store. Imagine how much that would cost! Not only does Spotlight still have the product on their website (which doesn't indicate the stock level or availability by the way) but they no longer stock in store and the part they do have is another brand and not compatible. As I left the store I decided to phone to have my say to management. I have now attempted 6 times to have Spotlight Kawana answer the phone and once to Head Office in South Melbourne. Kawana's phone just hung up after one ring or rang out and Head Office Robot's response was to tell me that they're too busy to talk to me right now so I should phone back some other time. I don't think so Spotlight. My complaint is not with the staff at Kawana. I know they are all a hard working bunch. But my beef is with Spotlight Head Office who are not doing right by the customers and staff. No, You can phone me. Our friendship is on the rocks and I will look elsewhere for my sewing needs. I had to add a star just to proceed to posting.

I would love to give you 0 Stars. I wont be exaggerating if I said that this was the worst customer experience I ever had.

Staff have no clue. rude, careless, untrained, messed up appointments. it is like a combination of the worst things you can do as a business,

I made a puchase 9th of June, it's now 18th of June and I am still waiting for delivery of parts of my Purchase. One of the worst customer service experiences of my life. I've paid for delivery, promises have been made and boken, trying to speak to anyone in authority is impossible. I feel like I am being held to ransom for shopping here. And the VIP program?? It obviously means nothing!!!!!

Ordered and paid for curtains & installation. Waited over 6 months for a date to be allocated (they blamed COVID). When finally organised, they rang the day before to postpone because they didn't figure they would need 2 installers for the 4m drop. 3 weeks later, installers finally arrived without the correct length pull-wands which they then promised to order and install. One week later, no word. Meanwhile curtains tracks are at risk of damage without the wands. Have not mentioned the total amount of time frustratingly waiting on hold while chasing this.

Thank you Spotlight Hoppers, put up my new blinds and they were perfect. Very satisfied with the customer service I received thank you Hoppers Crossing Spotlight.

Extremely poor service. Refused to offer refund after providing a different product to what was ordered. Worst online shopping experience I have had with any store. Utterly disappointed. Wouldn't even give a 1 star rating.