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Had to return some online clothing. Kerryn could not of been more helpful. Ended up buying more of course. Great staff and service.

I hope the lady was just having a bad day, would hate to think a person is that rude and arrogant to a customer with a simple request. Very unhelpful, grumpy and couldn't, wouldn't, do a simple exchange that another store i went to later quite happily did for me. Will never go to Lilydale store again.

Rude staff member, had such a bad attitude and she also took personal phone calls never going back

Absolutely disgusting treatment by a staff member at the Lilydale store today. I was rudely told to leave the store as I was not wearing a face mask. I told the staff member that I have a medical exemption and she still insisted that I leave. I was the only customer in the store at the time. This is a violation of the disability discrimination act. It is already intmidating to go out shopping when you are unable to wear a mask without being faced with this discrimination. I keep my doctor's letter on my person and would have been happy to produce it, even though it is only police officers who have a right to ask for this proof.
I will be taking this matter further. I have been a regular customer of Crossroads for over 20 years and do not want to shop there again.

I don’t usually leave reviews but I’m so annoyed at how I was treated today. Michelle, the staff member was rude, unhelpful and a smartarse. I spent $130 online at Crossroads on 3 dresses (they didn’t have the right sizes in store). I wanted to return one of the dresses but Michelle didn’t want to know, just was a total smartarse. Never going back to this store again.

Refused service to a customer who was not wearing a mask due to a medical exemption. It is unlawful to refuse good or services due to a disability under the Disability Discrimination Act. Take your money elsewhere.

Fantastic quality clothing. Only reason why I'm not giving it 5 stars is they don't have enough stores around and their stores are uncomfortably hot.

Today i felt i was not welcome in your store, which is such a shame.

The customer in front of me was having her purchases finalized, whilst i waited patiently, They had a joke about things and a laugh with a pleasant goodbye.
I later found out the assistants name is Maree.

I had a return to do as i had purchased 2 items on line and neither fitted me. I believe i was quite pleasant, but as soon as i said i wanted a refund her demeanor changed (from previous customer), she was quite, it seemed like it was an effort and just not very welcoming, she snatched the items, did not make conversation, stated "I need your tax receipt" so i pulled up my email, she took my phone and typed details, then it was "afterpay number" i went to read it out and she put out her hand to motion to give her my phone again (no please or thank you).

I understand we all hate refunds as i have had over 20 years of personal experience in retail and customer service and in my experience regardless if its a sale, refund or someone browsing treat everyone the same. I infact after i got the refund was going to browse the shop and potentially buy my winter wardrobe, however i felt not welcome.
Sadly i had to travel as my local store has recently closed and sorry to say i will not be returning.

I am not usually one to write reviews as I work in customer service, however this was a situation in which i have never been more rudely treated and felt this should be addressed. This morning i went in to the lilydale crossroads store to return a jacket. I walked up to the counter where i wasn't greeted by the the staff member Marie but she was just standing there so I as the customer felt like i had to say hi and that i would like to return the jacket. She didn't say sure thing or anything to me just snatched the jacket out of my hand and started to put it through and then she asked me if i wanted to exchange it for something else in a blunt tone and i replied with no sorry i just want a refund and then she prints the receipt and asked me to sign so i do and then i continue to stand there and she gives me my copy of the receipt saying "docket" and i said thanks and continued to stand there because she was writing on the other docket so I thought there were still stuff to be signed cause she didn't say all done for you, or have a good day nothing like that so i wasn't sure she was done untillllllll she rudely says "DONE", I was with my friend and she noticed others in the store realising how abrupt she was as well as her not greeting others in the store. We left feeling upset and were treated rudely.