Spotlight Retail Group Avis 4

I needed to call Spotlight Retail Group HQ. I was welcomed by Victoria who was exceptionally helpful and understanding of my query. Victoria was efficient, very personable and professional a real asset as the first point of contact when a customer calls the HQ, she sets the tone for the customers entire experience, very positive!!!

Summary for anyone reading: DO NOT order from them if you want good customer service. I only ordered 2 curtains...and they couldn't even get that right.

TODAY
The person who's supposed to install our blinds, told us he called "2402" and waited for 10 minutes. This clearly showed us he went to the wrong building because that is not even the right dial number for our apartment. He then continued to pin the blame on us that we didn't pick up...even though we started by calmly explaining that he was at the wrong building and dialled the wrong number. He would not have it and is pushing out the installation. What to do? We already paid the full amount and are at the mercy of this rude, inconsiderate service to finally get our curtains.

BACK TRACK on the beginning of our experience.

JANUARY 2022.
We requested a curtain quote which came and went swiftly up until they received our deposit. Then it all went downhill.

FEBRUARY 2022
rolled around: They didn't tell us when to expect the completion, we requested customer service to get us this answer, and they replied 2 weeks later to wait 5-8 weeks.
It was already 5 weeks so we gave them a grace period due to the crazey Covid spread.

APRIL 2022
We Emailed to ask about the progress after 8 weeks of their promise to find that they have NOT sent the fabric to the Made2Measure department. Citing that there were staff changes.
As a Customer Experience Designer - I call this a "terrible internal system" that doesn't support your internal staff to hand over the work properly.

MAY 2022
The 1st curtain was ready, booked in a time to come and install 2 weeks later, and the day came the person was sick. So I decided to go and pick it up to make their lives easier, little did I know that this was going to be a horrible experience.
The customer service team said I could go pick it up without having to pay the whole thing. It should be easy.
I went to the store, and guess what? they wanted me to pay in full even though they did not complete all the curtains yet, and they were not going to release them without the payment. They also insisted I called them to reschedule, even though I was already there at the store. Your internal system was clearly not made for your staff to collaborate together at all.
I finally came back with my curtain because I was already upset and just paid the damn thing and was absolutely in tears with disappointment and frustration.

...To find that the curtain was made 40 cms too long...even tho the quote measured the correct length..... Made2measure? I think not!!!

JULY 2022
Rolled around to promise an installation 2 weeks later.
And here we are...curtain not installed...

Seriously guys, hire and listen to your UX & CX designers. This is really an old way to work. I know you just want the money without the effort.

Avril is the most amazing customer service agent on the front counter at Dubbo Spotlight, she has helped me countless times at the store locating and choosing the quality products. These include sheets, curtains, doona covers and much more. Avril is the best!

Ordered a large blind 2x3m in November last year. They arrived in late January as arranged to install it, but without a ladder, citing that the contractor had two vans but only one ladder. They left and only after follow up from us did they set a new installation date. On that date no-one arrived and when we called they asked if we had the blind because they were unable to locate it. After several more calls they advised that it would have to be remanufactured and it would take three weeks. That came and passed. Again we had to message them and have been offered an installation date in eight days, but with a five-hour window. Only by insisting that the matter be escalated have they finally agreed to the first appointment of the day. I guessed we would get what we paid for, but this is plumbing the depths of mediocrity.