Spotlight Wollongong

I recently had an experience with Spotlight where there was an issue with my order for a quilt cover. However, I must commend their customer service team for handling the situation exceptionally well. They were prompt and efficient in resolving the problem, ensuring that my issue was fixed to my satisfaction. Despite the initial mix-up, Spotlight took immediate action and communicated with me every step of the way. Their professionalism and dedication to customer satisfaction were evident throughout the process. I was impressed with how they prioritised my concerns and went above and beyond to rectify the situation. Overall, I am extremely grateful for the way Spotlight handled my order issue. Their swift response and commitment to resolving the problem have restored my confidence in their brand. I would not hesitate to shop with them again in the future, knowing that they truly care about their customers' experiences.

The girls at this store are truly fabulous... Led by a " shining example ✨" Manager and her wonderful assistant Luida who went to an incredible effort to repair two cushions that fell apart the first time being used. Thank you both so much! So thrilled by the customer service standard at this Wollongong store...😁 You could teach the Mittagong staff a thing or two !!!!

I had a disheartening experience at Spotlight today, where a simple exchange was marred by unexpectedly rigid service. Immediately upon entering the store, I realised I had forgotten the receipt for the item I wanted to exchange. As someone with a brain injury, such moments of forgetfulness are part of my daily life. Spotting the security camera at the entrance, I hoped it would support my case. Initially, an employee appeared understanding and ready to assist. However, the situation shifted when another staff member took over. I explained that I had just entered the store and had forgotten my receipt, a momentary lapse likely influenced by my condition. Understanding their policy, I was prepared to purchase the new item and simply take back the material I had brought for exchange. Despite this, the staff member informed me I couldn't leave with the materials I had brought, even though they were items I had previously purchased. Feeling like I was being accused of theft over items I owned was distressing. I suggested checking the security camera footage, as it would specifically show me entering the store with the materials. Despite this reasonable solution, the staff member remained adamant, citing the store's strict receipt policy. This inflexibility and lack of empathy were not just inconvenient but genuinely distressing, particularly in light of my brain injury. To go to a store, be willing to comply with their policies, and then have my own property withheld from me was deeply unsettling. The situation could have been easily resolved with a check of the camera or a bit of understanding. This incident has discouraged me from returning to Spotlight, a store I had anticipated frequenting due to my two little sisters' strong interest in crafts. What should have been a straightforward exchange turned into an unnecessarily frustrating experience. I hope this review prompts Spotlight to reevaluate their customer service approach, especially in circumstances where flexibility and a little empathy can significantly improve a customer's experience. Then, when I returned with the receipt, she changed her story and tried to gaslight me, saying she told me to take the items. What she doesn't know is that I immediately wrote the exchange down due to my memory issues. 0/10 would not recommend.