Kookai / KOOKAÏ Chadstone

Re- Ash, Alannah, Tina

Ash went above and beyond to help me complete an exchange- I wanted the same item in the same size but in a better condition and she went to offsite, got all the stock the store had and let me personally open them from the plastic and choose which piece I wanted! While I was waiting for the her the girls Tina and Alannah kept me company and made great conversion with me- amazing and genuine girls to be around and I’m excited to come back in store to see their faces again. The girls also steamed my dress for me as it was fresh out of the plastic - also gave a plastic hanger to carry it home - so pleased with my experience and love how understanding they were of my needs for the dress.

My review is for mainly Pip, but for all the Kookai ladies in general. I’m extremely grateful for their customer service. I first met these ladies December’22 when I was 9months pregnant and falling apart with nothing to wear. They went out their way to help and I’ll always be truly grateful. I still go in to just show them my baby whenever at chaddy. They are an impressive formidable bunch?

I never write reviews but today I went into kookai on my lunch break for a quick shop as I love Kookai clothes for work!
I was greeted immediately and the girls were so nice and helpful.
Alicia, the manager was particularly so friendly and accomodating. She made sure that I was looked after, gave me all new items of what I was buying and was genuinely amazing customer service!
She is the reason I will constantly come back to Chadstone Kookai for work clothes!

Simply the best
Staff went out of there way
Courteous prompt
Honestly recommend this store at chadstone
I have never ever been treated as well as here

I have been heading to Kookai store since I was 18 (I’m 34 now) every time I visit this store I always receive the best customer service! The lovely ladies are so friendly and helpful! I’ve been purchasing a tonne of outfits throughout the years from KOOKAI compare to their online store due to their amazing service! The quality of their clothing is amazing!

No acknowledgement as a worker walked past me to tidy some clothes, not hard to smile or say hello

I’ve had amazing experiences at kookai chaddy in the past but my experience with Lani on Thursday has topped it in my books with customer service! I was looking for a dress for a concert and I had only a limited amount of time to do so. Her kindness was so refreshing from her patience in listening to everything I was looking for and then finding items to fit my descriptions! She helped cater to my preferences and provided advice on how to style the outfit too! She went out of her way to provide me with her full attention, making the shopping experience seamless. Her customer experience was excellent and this encounter could not be described any other way besides being so delightful and genuinely memorable! Would love to shop with her again 1000% ️‍

A friend and I were genuinely nervous walking into kookai due to all of the bad experiences people have shared however when we walked in we were instantly greeted and spent most of the time talking to all of the lovely girls in the store today. They were so helpful bubbly and kind and gave amazing service. The manager even got me a new top from the back. They made us feel comfortable and welcome so we really appreciated it! Thank you ladies x

I hardly write reviews but the Kookai chadstone girls went above and beyond today. I got served by a girl named Larni. She assisted me in finding a dress for a wedding. I was instantly approached and as a size 12 I’ve really struggled to find dresses at Kookai that fit me. However, this girl assured there would be something in the store for me and she most definitely did find a piece that flattered me in all the right places. I walked out feeling special and I think this service must be appreciated. Thank you for training your girls Kookai and providing such great service I will never forget.

I definitely never walk out of here without a purchase and I love the range they have in this store. I have always found the staff to be very lovely and helpful and have never had any issues at all

Customers should be welcomed and treated kindly no matter what size. Why is there bullying in a place people come to purchase clothes? As I keep hearing people’s experience it’s insane how employees can treat customers this way. Absolutely horrible! Re-educate the employees on dealing with customers please.

Fat-shaming and rude behaviour towards customers exists here, guys. Avoid this store at all costs.

Very rude staff, all seem pretentious and up themselves. This is what will make a customer not want to come back to a store.

The staff is rude and have poor attitude. Being slim and skinny doesn’t make you a better person.

DO NOT GO TO THIS PLACE! The staff are disgusting and do not treat customers right. They discriminate if you don't fit into their sizes and would look at you from head to toe. What kind of customer service is this? It's awful and I will never ever step into this horrible place again. So disappointing!

Kookai Chadstone: 0 stars. Kookai Head Office customer care team: 5 stars.

Customer care checked the store stock in Chadstone for 2 items (one of which was OOS online), confirmed they were in stock, and emailed the store asking them to put two items on hold for me.

Left work early to get to the store before closing. Arrived a little before 5: 10 (20 minutes before closing). Items had not been put on hold, which was fair, since the email from Head Office had only been send an hour and a bit prior.

Cashier said they didn’t have the stock. When I pushed back, based on the fact the customer care team were very confident there was stock available, the cashier said “well we have it but it’s off site, so that’s why the customer care team said it was in stock. You’ll have to come back a different day to get it”.

I explained that I’d left work early to rush to the store on the basis that the stock was available and waiting, she just stared blankly back at me. I asked if “off site” meant “physically on Chadstone, but not physically in the store”, she said “yes”.

I asked her to go get it, she said “no, we’re short staffed, you’ll have to come back another day. ” There was only one other customer in the store but a minimum of 3 employees working, and 20 minutes until closing. I asked to speak with a manager.

The manager said she’d check where exactly the stock was (eg, on the shop floor, in the back of house, or “offsite” elsewhere in the shopping centre), and if it was offsite she’d go get it for me. The cashier and the manager went out the back and returned 10 minutes later to explain that they had no stock and the customer care assistant must’ve been mistaken or there was a discrepancy.

On my suggestion/request, the manager called Doncaster and got them to hold the stock until tomorrow. Checking the stock of other stores should’ve been their first offer, considering it was OOS online.

When I left the store (angrily), I called back the HO customer care team to explain that I was very dissatisfied that I’d wasted an hour coming to the store for no reason, only to have to waste another hour of my day tomorrow to go to Doncaster. The customer care team member was very confused, as she said the stock was clearly showing multiple items in the size I wanted, and said there wouldn’t be such a big discrepancy.

The customer care team member offered to investigate and call me back. 5 minutes later she calls back to say that there was definitely stock in the store, but they unfortunately they wouldn’t be able to get it in my hands today.

Now I’m paraphrasing here, as the customer care team member was far more tactful in her wording choice, but essentially she confirmed that this shambles simply owed to the store staff’s laziness and lack of care for customers. She apologised profusely and said how embarrassed she was that this was my experience. She was lovely.

Back to my thoughts on the Chadstone staff. Imagine being so inconsiderate as to refuse to walk to an on-site-but-out-of-the-shop store cupboard despite being clearly told of the inconvenience to the customer. THEN, imagine LYING about stock to your customer’s face who was clearly very unimpressed by the experience, AND THEN making it sound as though the customer care assistant over the phone was incompetent.

Disgusting.

Kookai needs to value friendliness and attentiveness over attractiveness when hiring new employees.

Side note: I’m sick of hearing the intricacies of the staff’s dating lives when I’m in the changing room. The Chadstone store is the worst for this.

The girls level of care and knowledge is unbeatable. They can assess what you like and create an outstanding outfit out of the products available. With so many long black pants it can be hard to find the right foot and style but so these girls know the product so well! Thank you Ivona for being so helpful getting us dressed for the upcoming wedding

WORST CUSTOMER SERVICE EVER!

I’m a frequent shopper at Kookai and this is the FIRST time I’ve ever experienced the WORST customer service.

I asked TWO different girls if the had a size in one of their tops. They both said “I’ll just put this at the counter and I’ll be back” or “I’ll be with you in two minutes”. So I waited in the exact same spot for 15 MINUTES and NO ONE came back to assist me. Like 15 minutes. No customer should ever wait that long to be assisted. Also it wasn’t even busy the workers were just standing behind the counter in a group chatting not serving customers.

I’m disgusted by the customer service I’ve received. I will not be back.

Was the at the wrong day and wrong time. They closed early around 7pm as they were short staffed. Totally understand it can be overwhelming but does not mean you be rude to customers.

I bought a dress but was charged incorrectly. The staff member was rude and she said ok! So you want your $2 back? ! I looked at her and said yes of course I do and it’s $4 difference. She then took the bag ripped off the wrapping and squished the dress back in, as if I was an inconvenience to her.
She was rushing us at the door. Was not welcoming and very rude. Felt like she was being a bit prejudice towards us. Never returning to this store unfortunately, would rather just shop online from now on.

Beautiful dresses! I have purchased a few dresses from here and they are so beautiful and have heaps of variety too! Great customer service and love the fragrance they have throughout the store, I don’t know what it is but it always smells gorgeous in there!