Spotlight Wollongong

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.

Was there to pick up online order. Few people in front of me however line moved quickly and I was in and out, with my parcel, under 10 mins. No complaints

Left the store after the lady in the party section raised her voice to my 5 year old with special needs about a balloon she had in her mouth wich we were purchasing for her. Paid for the balloon and left. Didn't even bother to continue to search for what I had gone into the store for on the first place. We will not be returning.

Extremely helpful assistant who went over and above to help us with a large curtain fabric order plus all the accessories.

When I came I to the store o Saturday I wasn't sure what I wanted or where to find it. I was helped by Jackie who helped me find what I wanted and pointed out alternatives. Very good service, she deserves a raise.

Friendly, helpful staff. The only downside is that click and collect orders need to be collected from downstairs and I'm on crutches with a shattered ankle. The online notification system (Spotlight wide presumably) needs updating as the C+C pick up email says contact contactless C+C is available, but the links are broken and upon calling the store I learnt they haven't done it in ages.

Poor customer service. Staff always seem cranky and disinterested in helping you.and don't dare ask a question. The staff will treat you like a right idiot. Not everyone knows about seeing machines, Denise.

Great for party and craft needs, stocks lots of house hold needs.plus all the little things you just can't seem to find anywhere else.

Great variety of materials, bedding, craft, wool, mats, blinds, curtain materials& all your party needs.

Assisted by Lynette.
Who gave me exemplary service,
good old fashion service, where she physically took me to the products I was seeking, and explained the differences between brands. She was so patient answering my questions.
Well done Lynette. Your a star!

Loved it. It is large, with lots of stock. Lots of everything l wanted & more, for my creativity. So you had better get in quick to Spotlight Wollongong, because I hear, the building is being torn down & this store is being moved further down the coast.

Filthy, disgusting place in need of a clean. Only adds to Wollongong's reputation as a total dive

Loved the specials and my membership discount. Good quality merchandise and had most things I wanted. I just wish they had a few more staff

Huge variety of stock which was really helpful for Christmas planning and decorating. We were in store just before closing but the team remained very helpful

Great store!
Smooth & quick click and collect.
Very happy with the products purchased.

Poor customer service. Staff are a disgrace. Elderly lady refused entry to store dispite showing her vaccine certificate.told by your uneducated, illinformed, rude staff member that she can not enter unless she has a mobile phone with the certificate on it.

Yes we went there yesterday and we brought some Quilting material ️Because my wife has been trying to get me to buy a quilt but I have not seen anything that I like or love ️ so that is the reason️And enjoy cooking with my new off set spatula every man needs one ️

During our lockdown I thoughtlessly used click and collect for my purchases. When I called the store to find out the process to change to delivery it turned out to be quite involved. The staff member asked where I live which turned out to be on her way home. So she dropped it at my doorstep on her way home from work. What wonderful service at a time when life is really quite difficult.

Love spotlight and their products, but the customer service at this store is shockingly bad. You barely get a hello when being served and if you have a question, they treat you like you are the biggest inconvenience. Normally I overlook slight rudeness but I’ve had numerous experiences here now that make me reluctant to return.