Salera's - Fountain Gate

My wife bought me an expensive Tissot watch from your Fountain Gate store. It was not working properly, so I returned it as soon as lockdown would allow. It was fixed (after 2 months), then finally returned to me. Then the watch stopped working properly again, only a couple of months later. I returned it again. The team member that took it back saw the fault (Having to pull the pin in & out 7-8 times before it would actually change the date). The team member sent the watch off for repair & I just got told that despite a Saleras employee seeing the fault, they were going to return it to me with the fault because Tissot couldn't find the problem. Nothing like a company refusing to take ownership of a faulty product they sold!
Store manager Rina said there's nothing they can do, despite acknowledging that the fault was witnessed by the employee within their store & added that Saleras would not help me.
I would not recommend purchasing ANYTHING AT ALL from this store as they take no responsibility at all for the products they sell, regardless of warranty or consumer law. Not worth the effort I now need to invest by navigating a consumer affairs claim just to get a working watch!

Customer service is very poor, lazy staff, no interest in customers. You will be completely ignored there. Better look at other shops. Do not recommend this store to anyone. Poor poor poor service.

Extremely friendly staff. Made everything super easy. They were very knowledgeable and their watches were well priced. Really felt valued and would definitely purchase from them again!

My daughter went in today with her partner to purchase a bracelet for their little girls first birthday and the lady didn’t show any real interest in serving them until she realised that they were interested in the white gold bracelet and not the silver ones! They still purchased but I wouldn’t of.that’s terrible!

Terrible customer service. Lady served me looks like doesn’t care about selling. When i ask her that i want to pay with Humm she said they only take card or cash in store. On their website it clearly saying payments option humm is acceptable. Even after enquire from their head office they confirm yes stores are taking humm as payment option. Management needs to look into it, you guys need a new and knowledgeable staff.
I end up buy the same watch from muzzucchellis which are in same shopping centre, paid their with humm in store and their customer service is superb.
This store is time waste.

Went in today with my husband to buy a watch & ordered a ring for myself.
Always fabulous customer service when we go in just for a look.
Thanks Gino.

I tried to get my watch repaired under warranty today, but the staff have no knowledge of Australian Consumer Laws. First they insisted I show my warranty card, then tried to argue that the watch had to be sent to their head office for assessment to determine if it was actually a warranty claim. This would take 8 weeks, they said. They didn't even look at the watch to see if if it could have been fixed in the store. Any competent watchmaker could fix it in five minutes. Here's a quick lesson in consumer law:
1) The warranty exists regardless of a store's processes.
2) Consumer laws override any store policies.
3) The warranty and contract exist between the store and the buyer, not the head office and the buyer, nor the manufacturer and buyer.
4) A warranty card is not required to get something repaired under warranty, just proof of purchase, which I had.
I'll be taking the watch directly to Seiko and telling them about the 'service' that I got. (The one-star rating is only to get the review up, btw.)

Update after store's response:
I can see why your staff had no knowledge of relevant Consumer Laws, you don't either.

Quoted directly from the ACCC's website:
"You can claim a remedy from the retailer if the products do not meet any one or more of the consumer guarantees. ",

"The retailer can’t refuse to help you by sending you to the manufacturer or importer. "

"Since 1 January 2011, the following consumer guarantees on products and services apply.
Products must be of acceptable quality, that is:
safe, lasting, with no faults
look acceptable
do all the things someone would normally expect them to do. "

"Businesses must provide these automatic guarantees regardless of any other warranties they give to you or sell you. "

Your staff did not do anything at all to "provide a great customer experience". They didn't even look at the watch. They were solely focused on whether I had the warranty card and actively discouraged me by claiming the process would take at least 8 weeks. I explained that the bezel ratchet spring simply needed replacing, which should only take a competent watchmaker 5 minutes. The correct response should have been; "leave it with us, I'll get our watchmaker to look at as soon as they can and let you know".

Your requirement for them to send the watch to your head office highlights the fact that neither you, nor they understand the law. My contract of sale exists with the retailer, not your head office, as indicated above by the ACCC.

I also cite the relevant case law of Donoghue v Stevenson 1932. (Note the correct use of the word, "cite"?)

I've wasted too much time on this. Expect a call from Consumer Affairs Victoria. You tried to suggest your voluntary warranty was my only protection under the law. Luckily, it's not. Please refer to the Competition and Consumer Act 2010.

Terrible after sales service. Not at all interested in going a step more than they have to. Brought a watch in that had a scratch (after 2 weeks) on the face and the response was basically "it's not our problem". Terrible

NEVER AGAIN! These people do not even deserve a single star. The ladies working Thursday nights are extremely rude and stupid. I do not understand why do people like them get hired in a customer service/sales position when they have 0 ZERO behavioural knowledge.

First off all they sold a (discontinued) guess watch for $300+ to my fiance and online price was only $110. If it was $50 more expensive it is okay but it's 2 times the price it's worth.

Secondly when we took it back there, the ladies straight away very rudely said, 'we don't price match online - speak to manager who was apparently not there and couldn't be disturbed as well. So my fiance left his contact details and the manager came back to us the next day with no resolution. We had to contact their head office to be able to get store credit who were helpful. But the sales ladies need some good lesson or belong to a butcher shop not a jewelers.

Never again. My fiancee went into the store to purchase my engagement ring. The women there spoke to him like he was beneath them. Didn't show him anything, didn't let him browse rings that were on my "like" list as they were not "engagement" rings and I really wanted a ring from your store.just a rubbish experience. No care for a special situation. Doesn't matter, he went to another store in the shopping centre where three customer service ladies advised him and helped him pick the perfect ring.

Have always received very friendly, warm and informative service with Sauhila. Id like to thank her for all her communication and services through out the process. Thank you Sauhila and Saleras at Fountain Gate, Very happy with my watch:)

I had the pleasure of dealing with Rina and Sauhila and cannot praise them enough for their expertise and knowledge of their products. They definitely put my mind at ease with certain thoughts I had.
This is definitely the store to go to.

I purchased a 18th birthday ring for my daughter. It needed repairing after approximately six months. I needed to return to the shop 3 times, as their computer wasn't working. They finally got their computer working so could put it through as a warranty repair. Two weeks later, I received a phone call to say, it was not under warranty. They wanted me to return to the shop to pay for the repairs before they would start work. I went to the shop and asked for my ring back. They said they would have it back to me repaired urgently by the next week. Two weeks later, still no ring. They said it hasn't been started yet. I told them I wanted it back not repaired I just want my ring. Still waiting. I will never go back there again.

Bought a Longines watch, came with an almost flat battery (checked the instruction manual as to why the second hand skips in 5 second intervals-this is why), they didn’t bother cleaning the sticky residue off the back and no one aside from the manager can resize a watch. Seriously? Train more staff. What a waste of time coming in, been told to come three days later.

The Manager just ignore the customers and the price in there all wrong, I going to pay one of the watch for $139 and the staff said the price was wrong it is $239.then they just watch u go out of the shop.will never come back to all Saleras.

I’m always amazed at the attitude of staff at this store. As a long time Salera customer, I have purchased at nearly all their Melbourne stores, and this one is a standout as far as poor customer service goes. The staff here really have perfected the art of not giving a.

Honestly you will get very big welcome when you buying but they will talking to you like a false when you taking that watch for warranty issues!