Spotlight NZ

Appalling response to website orders. My orders are either being cancelled quickly or cancelled slowly, but I have only been supplied one ball out of 38 ordered (not all at once, I'm trying for14). Need a better system for low stocked items! Seems to be a frustrating process for all concerned

I wish I could give a minus.



I would like to bring too your attention the absolute appalling customer service I received from your Palmerston North store over the past few months. I ordered curtains for one room, the store sent out an employee to take the measurements, I picked the fabric and was told it would take about 6 weeks as the curtains are all made in Auckland. When the curtains arrived, they were way too big for the windows, so the installer attempted to miss some hooks and fold them to make them fit the windows.



As you can imagine I was not at all happy with this solution, so they were returned to the store to be remade, which I had to wait another 6 weeks. The second time, they again did not fit the windows, it was clear they had just attempted to cut a bit off the end of the fabric, which has left the gathers out of place, and bunching in the middle, so they were sent back for a second time, with yet more weeks of waiting. Unfortunately for me when the first booking was made to bring the curtains out, I had thrown away the ones I had so the windows have been left curtainless.



Third time is the charm … right .. well not it didn’t quite work out that way. As I had the pinch pleat the attempts to just cut the already made curtains just left them out of shape and very miss matched with the pleat difference. So this time it left them uneven along the bottom, some of the curtain hung below the sill with other parts sitting on this, the staff member wanted to fix this by place the hooks at different levels along the top. While hanging them the staff member was so frustrated that she broke the curtain track that the blinds where on, which she did replace.



It was at this point that I had to insist that the curtains be remade from scratch, which put me back to a 6 week wait again. So, she took new measurements even though I was assured at each visit they the initial ones were correct. The forth and final time the curtains fit as requested.



During all of this, now MONTHS later I had made more than one trip into the store to speak to the manager, who did give me a 25$ gift voucher. It does not end there.



My daughter who lives in Wellington, decided to get the same curtains for a room in her house. She had the store in Wellington come out and measure for her room, while I was waiting within the first 6 weeks. She had three curtains made and needed to buy curtain track for two of the windows. The curtains where correct when picked up, but the track was to big for the windows, so these needed to be returned and this kicked in a second round of 6 weeks to wait for the new track to be cut and sent from Auckland.



Now two members of the same family, have had incorrectly made items. One mistake you can accept as human error, we all make mistakes. But a total of 3 errors for one order and 1 error for the other is beyond incompetent.



I suggest that you need to do some in-depth training with the department making your curtains.

Unfortunately had the most terrible experience at spotlight pukekohe.



I have since started buying commerical fabric and have made several large instore purchases in the last week.



Everytime at the fabric department i am greeted by the MOST UN FRIENDLY human being. Dakota is his name. He is never at his station, he is never friendly or polite. Every time i ask for 8m fabrics or 13m requested he rolls his eyes in an extremly unpleasant manner and proceeds at an extremly slow rate.



Today he refused to cut the fabric at 5:20pm and tried saying it wasnt his job to cut the fabric.



I could not believe this response. How else am i supose to buy fabric?



After escalating this to the manager. The manager was hostile from the start. Was unpleasant. Unfriendly and most unfortunately un helpfull.



She then decided to call me in my private cell phone number 2 hours later to inform me she is trespassing me.



This is so un proffessional and un called for. I will be escalating this to the highest authority.



Check the cameras of this section, you will see this guy eating food, listing to kysic on air pods and continously IGNORING customers.



Ive had to wait for him to take his head phones out to be served after waiting to be acknowledged.



This is serious employee mis conduct.



How can spotlight management not pick up on this?

Well she has done it again, cheryl, the lovely lady from Hastings store, has come to my rescue, again, she is so helpful, i was needing a blind for my bedroom, she helped me to join V I P. So not ony did i get a reduction on that, she pointed out that product was on special also.

Your a lovely lady Cheryl, i will definitely come find you next time im in Hastings store. Your amazing

This lady needs a rise.

Just bought a property close to Levin. Decided to go with Spotlight as we had furnished our new Palmerston North property with blinds and curtains. The result was really good. They came and measured up and we paid a deposit and the new rails and curtains etc on this new property were quickly installed with no fuss. Now at our new place we contacted the store and they sent a local representative who measured up and showed us samples. We agreed on the fabric etc and paid a 50% deposit. She then sent an email saying she could not order till we signed an approval. The e form would not open and she came round to get us to do this on her laptop. She called a few days later to say the material was not available and we selected another one confirming this by email to her. She then sent another email asking us to sign the order again. this would not open and she came round and said could we sign it on the laptop before she could proceed. We then decided on an additional curtain and she came and measured up again. We approved the fabric and paid a deposit. Again the email form would not open and she came back again asking we sign the form on her laptop. Having verbally and texted approval and paid all money asked I was annoyed to say the least. Scribbled a signature, not mine, and away she went. She told me she thought the whole thing was also ridiculous but her boss insisted this all had to be done. I texted her and asked her to get her boss to phone me so I could make a complaint.

Never got a reply and no phone call. Frankly, unhappy with your internal bureaucracy. As a previous customer having spent thousands with you I doubt I will use you again. I understand your need to be cautious as people can change their minds but I had given verbal, email and text approval and paid all money asked. Your rules have delayed my order and not happy at all. Have another house now to be curtained and your representative has measured that but now see no need to use you again. Hopefully my order turns up. As a former Company Director on the boards of 12 large companies I understand, having read your over engineered fine print, why you insist on all this overkill but for a repeat customer I believe you could do a lot better. So, future buyers beware!

To the CEO Spotlight NZ

I have been a Spotlight Customer for many, many years including shopping Spotlight in Melbourne before it came to NZ and have had nothing but great service from my local store in Tauranga.

However, on July 3rd whilst in Wellington I visited the store there with my son & 10yr old granddaughter who is keenly learning to sew

I gathered all that we needed and waited behind another customer at the counter. The lady who also had a young girl with her asked the employee for an amount of material in inches and got a very curt reply "I don't do inches."

The lady was visibly embarrassed and asked another question but got another rude reply. She then took her daughter's hand and moved off.

I took my purchases and placed them on the counter, opened my phone and said that I'd received a Birthday voucher for $10. The person huffed, scanned and said it had obviously expired. I replied that it had arrived that morning and it was actually my birthday. When I asked would she mind telling me whether my gold card or the voucher would give me the better deal at that time as I am on a fixed budget; I received as my reply, " make up your mind." As I was not wanting to spend anymore time in that store I said I'd use the voucher please. She scanned again and it went through. How glad I am that I don't live in Wellington as I will not shop there again. The person concerned was not wearing a Spotlight uniform unlike two other ladies hovering nearby so we wondered if in fact she was management?? Why did I wait till now to write- I love sewing and want to encourage my granddaughter to as well but I don't want her subjected the the poor service and rudeness at your Wellington store.

Stand over tactic speaking in ear pieces to each other total bulling because they cash up at 515 and refuse to take cash ..folded arms ready to have a fight.All spotless tills in NZ close off cash bullies..as I'm talking to the server.transferring money.this bully came over aggressive had to hv her say..like why are you here..



She came from no where cos they create bulling in there ear pieces.

When we ask a lady where the pencils were she look at us like what the fuck..Bullies there ear pieces are for

I am so impressed with Patricia Littlewood at Spotlight Pukekohe. I went to three local suppliers and she was the only one who would come to site to do a measure and quote before the gib was up. She then went further by providing a serious discount which aligned with our budget. She was amazing!

Re is a young lady on the check out at our Henderson store that is a shinning light in customer service . Last time my daughter and I visited the store we both thought what a lovely young lady, she was greeting customers , and have a nice day with a huge smile. I have just come home again from another visit to the store and same reception service and greeting , advised me to check my dinner set with her before I left store to save me a trip back if it wasn’t packed properly and maybe broken . Nothing seems too much trouble for this young lady , unfortunately I didn’t get her name , but I do no she hasn’t been there long , looking forward to my next visit for sure . It’s hard going these days for some people and she certainly puts a smile on your face .
Thank you

We have just built a new house and order our made to measure curtains and blinds through Patricia Littlewood (Trish), what an amazing lady, nothing was too much bother. Her service was exceptional as well as her professionalism, what a well qualified person for the job, this lady knows her stuff and goes beyond her service. Do hope that Spotlight appreciates the impeccable service you gave to myself and a friend of ours. We will definitely be working with you in the future for anything else we need and referring more people to you only.
Trish, we can not thank you enough for your fabulous service.
If Spotlight would like to contact me, I am happy to talk about this wonderful lady. Our rating is judged on the person and not Spotlight itself but if they hire more like Trish, then they will be set for life.
Kind Regards
Anita Mansfield