Telstra Australia Review

Have been having difficulties with moving my service. Went into the store and was helped by Danielle who had my case first and did her best to help with my frustrations, which I appreciated. Jack was wonderfully helpful and you could tell he genuinely cared about finding the best solution he could.

Shauna and Emma at the Australia Fair Telstra shop are amazing. Shauna has always dealt with us personally both on the phone and in the store and nothing is too much trouble for her. Emma is a fantastic representative, knowledgable, friendly, efficient and so happy to answer all our questions. Overall our experience with these two ladies in particular and with the Australia Fair store in general is excellent.

Nobody can solve the problem only give a number to call back to Telstra. Shown different attitude before and after. Very very bad customer service. The service only can be called give you this number and call telstra! Why still have a pop up store here?

They certainly wanted to go all out to get me too mobiles even saying, "why dont i want this deal", can u believe that like a car salesman!!!, but after getting them down in price 3 times to $50 for both mobiles they again said oh only for 3 mths. Rediculous.
They are far too expensive.

Worst mobile network in australia.
0 stars

Staff sometimes are not up to date with the latest offers
So better to check online rather than visit the store

Messagebank at Telstra says "leave your details and we will get back to you". I have left them 3 times and .... crickets.

Telstra = world leader = worst customer service.

I came in last week and was served by a very bubbly and sweet young lady Daniele. Highly recommend her. Great store and service.
Madison

All they want do sell stuff you do not need very pushing

Came here to buy a new phone and the staff were very helpful.

Extremely rude and unhelpful staff. I ve never had a problem with staff anywhere before in my life. Thoroughly enjoyed standing waiting while the staff talked and even danced

Buyer beware with this store. they will tell you things are free and part of your package. Provide you with forms to sign and then not give you copies or let you read them. All designed to confuse you and get you to sign for things that you did not order or want. I dealt with Lauchy (Lauchie) who seemed nice but then lied about things being free to me and my friend. Offered us a refund when challenged but when we went to collect it were then told that we were lying that this was offered by the manager and could not have a refund. They are like car salesmen. Don't sign or agree to anything without thoroughly checking - there is no free with them it is all stuff you will have to pay for and they will treat you very badly to ensure that you do not get what you are entitled too (honesty and refunds). Misleading and deceptive sales practices - Have complained to ACCC.

ANSWER YOUR DAMN PHONE!!!!!!!!!!!! Can't be that hard for one person to answer it.

The saleswoman tried to deceive me and mislead me into signing up expensive plans that I clearly said I had no need of. When I caught her trying to hide the cheaper plans from my sight, she rudely told me to leave and buy from online. It was probably the most outrageous shopping experience I ve had in my life.

Got a Samsung tablet back in October, the salesman said it came with cover and screen protector STILL WAITING...The manager told me to go buy one from JB Hifi and they would credit my account Why should I be out of pocket... I was put on the $15 a month plan only to find out I am paying $60 a month I have contacted them many a times and no reply. Went to another Telstra only for them to tell me i have to deal with Australia fair staff :-(

Bought prepaid SIM. Card got activated 16hrs later. ( TELSTRA SITE IS SAYING 30MIN TO 4HRS). Tried to call Telstra. Sometimes not even connecting. Or waiting for over 1hr and after 5min conversation, call disconnected. Lets do not blame Covid for everything. Philippines customers centre not coping. Telstra solution? No service. USE OTHER PROVIDERS

Unprofessional service, time after time orders stuffed up and staff / management / owner attitudes so so unkind and arrogant
They treat clients like dirt under their fingernails
I myself am in small business and would NEVER EVER want a client to feel unsupported or invaluable
I have personally spent multiple thousands within this biz ......... NO MORE WILL I SUPPORT THIS BIZ
I WILL CONTINUE TO CAMPAIGN AGAINST THIS FRANCHISE
I WILL CAMPAIGN AS I BELIEVE DESERVE BETTER
@COWBOYTRADERS WE DESERVE BETTER

Last time I was there other people were served first even though I was first in the queue.

AVOID AVOID!!!
This has to be by far the worst franchise of Telstra on the Gold Coast. This is a store that trains reps (Aaron to be specific) to sign up an 89 year women who can't even use a computer to sign up to a high tier NBN plan. Some of the dodgy stories that circulate about this store are next level ( including even signing up somebody who is under 18 to a 2 year contract )

Honestly don't understand how Telstra gives these people franchises. Do yourself a favour and go elsewhere!!!!

UNRELIABLE

I have a brain injury which affects my mobility and speech. I rely on my phone service for emergencies.

Telstra not only don't care but try to rip me off. It's as if they assume that I can't think because I have other challenges.

I'll keep the details confidential as i hope to take legal action to hold companies to account so they don't rip off people - especially the vulnerable.

1. Telstra cut off my phone usage for excess data... which was their mistake
2. Telstra apologised and gave me goodwill credit.
3. It worked for several weeks but then when i went to recharge, there was no credit.
4. Telstra bureacracy is still not doing the right thing many weeks after i provided a telstra email confirming and proving the above.

The TIO haven'thelped either.

Atrocious customer service. Guy at entrance who claims to be the manager needs to be sacked.

That was the worst service I ever had in Australia Fair Telstra retail shop, the old Vietnam woman told us they have no internet port available at my residential area in Southport, which is the city area of GC, I can't believe it. And she said she can do nothing to us, what a rude reply to customer, but she told us what she can do is to offer us a very expensive plan which will cost us $115 for just 15 GB per month, that's ridiculous!
But in fact, we got internet service from Optus which is just at the opposite side of Telstra.
So what I really want to say here is as a customer service representative, you should provide services and give useful suggestions to your customers, rather than treat customers with ambiguous and irresponsible reply.

Months worth of stuff ups, promises to 'get back to you'. Just an epic fail.

I was connected to the NBN 3 weeks ago and signed up with Telstra for their home internet and Foxtel platinum bundle (I was on this for years but you have to resign once connected to the NBN). Despite being assured that broadband capacity would double, the hard fact is that performance has degraded to the point where I am forced to use Apple hotspot on my iPhone to do anything more than basic internet surfing (i.e.. connecting to and using corporate software applications). I rang Telstra platinum support and was told that despite being physically connected to the NBN (yes, I have the NBN gear installed and the new Telstra modem) my order had not been completed in their system and therefore they were unable to troubleshoot or let me purchase their much vaulted performance booster package. I was promised this would be resolved within 24/48 hours and but have heard nothing after 4 days and I continue having to use the iPhone at my expense....my advice....DO NOT SIGN UP WITH TELSTRA UNTIL YOU GET SOME ASSURANCE RE ACTUAL BROADBAND CAPACITY...

Deceiving sales tactics. Quality of network coverage is definitely not worth the premium that you pay for.

Bad service and unwilling fix any problems with Orders and rude employees

Very good helpful staff which is great compared to other telstra outlets

Thank you to the most helpful staff at Southport Telstra. Can't remember all their names, but Kevin spent some time with me and solved many of my tech difficulties. All with such patience and a professional and friendly attitude, as did the other young man who was also great! Wonderful service!!

If you have problem with Telstra service please prefer harbour Town or Broadbeach stores definitely not this store.

Really busy and after waiting around for 10 minutes to speak to someone, they scanned in my credit check documents so poorly (I'm guessing they didn't review what they scanned) that telstra called me a few days later to tell me I had to go back in again. This time I went to the robina one which was much better managed.

Worst customer service I have come across in a long time.
Firstly, staff deliberately hung up on me when I rang the store with an enquiry.
Then when I went into store, the staff member who "served" me, was more interested in trying to pass the buck and defer me elsewhere.

Will not be shopping here again.

Loved my experience! The store was seconds from closing and was welcomed to enter, the staff is incredibly helpful and thoughtful. Bear took care of me and was fast and efficient. Thank you Bear, for your wonderful customer service, I highly recommend this store and staff for making this my first and best experience with Telstra!

Of course we notice the reviews of others. I suspect the wide experience variation has to do with personalities. I've had ONE good and One bad experience there. My attitude caused one (bad one) and the Telstra staff member's attitude caused the other (good one). Being honest it seems our experience causes, good and bad may be an even split.
My present review is to express my profound thanks to the TELSTRA gentleman who looked after me recently. I'm a touch older than Socrates and yet he did not roll-out the ageism trolley but instead broke open the Lets-work-this-out-bag. And he did ! Luv ya all.

Best of best.very great staff they real help me out

Kevin and Taylor should find different jobs - the definition of customer service means you want to help it does not mean you want to be condescending and rude and showing power and authority over your customers. Seriously both the manager and their staff needs to learn customer service 101 or something because its appauling

They deserve 0 stars. Karl French is a delusional confused boy who somehow got the job as "customer service" manager. The reviews here prove it's time Telstra woke up and let him go.

Definitely would not recommend. I had a very bad experience with Lachlan. Rami mentioned he was the manager and was not much help, redirecting me to phone Telstra.

The issue is now resolved thanks to the billing & complaints team after spending hours on the phone. I will mention the people I spoke to over the phone did their best to resolve the issue.

If you were to join Telstra make sure you understand what's actually being put into your contract, receive & keep the orignial copy of the contract and make sure you truly understand what a "Telstra gift" means and if your paying for it or not.

Absolutely amazing service and product knowledge from Danielle! She was so helpful with all of my enquiries and questions. Overall - great experience from her!

If I could rate it a ZERO, I would!! The customer service at this store is absolute rubbish. The Manager is condescending and arrogant. He didn't even try to help us despite the fact that one of his staff provided the incorrect information for the renewal of one of our services. He just shrugged and told me to call the number that was provided on the email or go to the website when I wanted to lodge a complaint!
At least when Alice was the manager there, despite mistakes being made, she tried to resolve the issues or complaints we had to the best of her ability.

Hisham gave us excellent service.....Much appreciated

The service is sooo terrible. I spent over 30 minutes on waiting without social distance but just got a simple response like sorry I don t know and I can t do anything for you from the male staff with a unfriendly attitude. As the customer of Telstra, I feel so upset and time wasting from the low standard service.

Telstra Australia Fair should be proud of an employee by the name of Jeremy! It s his first week working there! He is so helpful and he is easy to get along with! My partner and I wanted to set up internet for our new apartment, we didn t know what to do and he basically made it simple and easy! Anyone reading this review I would 1000% recommend you to go in and talk to Jeremy!

The service is pretty rude. I have got a bad experience here. I have tried to transfer my no. to Telstra but got something wrong then I went to Telstra Australia Fair Store for help. I met one staff (little asian girl) who don't have any service mind. I tried to talk with her but she didn't want to talk or help me even looking at my face, just said phone Telstra service no. xxxxx and walked out.

Just let you know to improve your service!!!

Great service from a lovely man with a faint English Accent , I think his name was Kevin. Would highly recommend seeing Kevin..

5 STARS for Dani. 5 STARS for Alice. Always good product knowledge and GREAT service.

With a power of attorney, my mums phone and contract, my drivers licence and a note written explaining that in a nursing home they don't have time to take calls.... That's not enough. Ah but she's out of contract. No we can only phone the stores we own to see if they have the phone you want in stock.
Here I go to the competition given she's out of contract.

The 2 x Indians working there had no idea what they were doing. I asked to speak to the manager. They told me to go to runaway Bay in the end, basically refused to help me. All I needed was to change from business plan to personal plan. I said no one knows what's going on. He laughed at me and mocked me in front of other customers. Ill never go back, Telstra should shut down that office. As industry leaders they have employed derelicts in that store. Not sure how these 2 have jobs when thousands of Australians lost their job during covid!! Give jobs to people who deserve it not these 2 x clowns.

What an amazing experience I had today! I had spent 3 hours at Optus to be told I couldn t get my device fixed and they gave me no solution. I went straight to Telstra and the manager was absolutely amazing! Could not fault the team either the best experience I have ever had and I want to congratulate the whole team. Special mention to Aidan who looked after
Me today helped me get a phone and other items on my plan which ended up being cheaper that what I paid at Optus. I will recommend this store to everyone I know!!!!! 10/10 service

Kind and efficient service Hashmah was very very good.

Time wasters. Went in on tues to get a new plan. Came back today to sign up only to be kept waiting and told I would have to wait for the phone. Don t sell me something you don t have. I even said I was in a hurry. Been a customer at this store for nearly 8 years. What a joke

Went into the Telstra store today and was served immediately. CJ came over with impeccable customer service and helped me with my phone plan. I walk out of this store very happy and Telstra Southport is very lucky to have CJ as a part of their team. Kind Regards, one happy Telstra customer

Usually service is great but today I WAS LIED TOO BLATANTLY BY LADY WORKING THERE & SAID I MORE OR LESS HALLUCINATED I HAD BEEN IN EARLIER.

Useless customer service, couldn't even turn on their own display phone.

So helpful. Great friendly and knowledgeable staff. Thank you!

Very friendly and helpful staff. Was much easier to get results than calling their helpline

Friendly staff, but badly trained. I wouldn't recommend for anything else than buying a new phone with expensive plans

Little arrogant helpless men at the entrance, keep repeating i am the store manager....and???
Third time in the store, supposed to resolve your issue with an over $870 bill , which should have been $229, for a month on a plan,with a case number, from a previous visit...sitting down with a young girl, saying to me , yes , you shouldnt have to pay this amount...Supposed to resolved your issue right?
But despite this , my bill is climbing with no obvious descent reason...
Third time any luck to talk with some professional , properly trained human being.
Instead at the back of the store you have teenagers laughing between them, they cant care less about customers care...so the only option is to go to the TIO.

Kevin the manager, is extremely rude, they have ignored customers. They are rude.

I visited this store to port my number from another carrier, the service was great, very helpful but, when it came to trying to sign for a new phone, I couldn t. Why, like every other Telstra shop I walk into, they didn t have stock and it might be in next week.

Telstra needs to stock their stores because their stores have customers walk out and go elsewhere which is what I did. When I m travelling / looking for a new phone and plan, I don t walk into a store for a maybe next week. This is why I generally stay away from Telstra shops. Customer service is your bottom line, supply and demand for the biggest mobile phone user country in the world can t be that hard to administer.

Maintaining stock levels is not difficult. This is something Telstra really needs to assess to be competitive.

Hate the set up where there doesn't seem to be a proper service desk & I am never aware of who are the stafff

The service that i have received from Telstra Australia Fair staff has been above excellent and very helpful in every aspect, i would like to make a special mention for Eldin and Kieren because they are so knowledgeable and professional.

Rude and Untrained staff, Arrogant and Irresponsible manager!
This is the example of bad service.

Jeremy was fantastic with my elderly client. Very patient and friendly

The team at Southport are awesome and I am thankful

I went in to sing up a mobile and internet plan for my business and was very satisfied with your deals!... however I was served by a young man with a very aggressive mullet and the sight of his mullet put me off the thought of signing up in this store. Very unprofessional!

They are liers. They don't tell you the whole story when you purchase form there store.

Excellent service! Especially Tiana. Friendly and professional service. Highly recommend Tiana and other staff. Thank you.

Telstra Australia Fair is poorly managed with terrible customer service and no sense of responsibility.
I have waited for hours and had false promises of being called back over a couple matters that are their fault. Why should I be chasing it up?

As of now I have been placed on hold for 30 minutes by the store manager.

In stark contrast, Telstra Harbourtown is fantastic and very helpful.

As of this date, I highly recommend travelling a bit further to Harbourtown or Runaway Bay.

I have never left a review and hate the idea of leaving such a review but people deserve to know.

Very Helpful.. Even though I was not with Telstra.. They set my phone up for me at no charge.. Ten out of ten..

Very friendly staff and welcoming special thanks to Nicolas for his kind assistance

If you got a dollar for every time these guys said that is not my department you could buy back Telstra. Dude and unworthy of customers.

Staff is very helpfull, and serviced me both in the shop and via the phone afterwards, when the sim activation experienced delays Jay was of great assistence as was Vitek providing technical support. All up a great experience.

Great service from Chris on Monday!
Thank you very much for your assistance.
Very knowledgeable.

Appalling, I went in there three weeks ago, changed our plans, bought new phones, they said they would send (via post) me the phones, our free ipads and new phones covers and iopad covers plus chordless re-charges....

Their phone never answers..

Nothing received yet -

Rubbish service.

Had a bad experience with these guys, as I walked in.. noone had wanted to talk to me and listen to my business... And to make it worse I was mislead on a sim only plan...they lied about the amount of data I get ... Very unhappy would not recommend

Kevin was A pleasure to Deal with. We had a Huge Telstra Issue and after about 40 min he had it all sorted out. We had been putting of fixing this issue because last time we went to a Telstra Store they didn't want to Know us . Kevin has restored my Faith in Telstra

The worst Telstra Shop on the Gold Coast, the guys in this shop can t complete the most basic of tasks and shouldn t be involved in any business.