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.