Salera's - Highpoint (Level 3)

Worst customer service experience ever, Chuck wasted his life on this shop which aged him at least 5 years dealing with their incompetence, it’s gonna take a few green teas and hot showers to cleanse Chuck of this damnation.

My partner purchased a morganite ring  as an engagement ring in August 2019. Within three months, the first stone fell out. We went back to the store and were told that the ring would not be ready for around 2-3 weeks. After this time frame we went into the store to enquire as we have had no updates and were told that the ring had been lost! We were very saddened and disappointed by this news and were told a replacement ring is on its way. Once the "new" ring had arrived we were constantly being pestered to pick it up and to do so ASAP. I must admit, the centre piece did not look identical to the originally purchased one. This was also noticed by relatives. Not even one month after, another diamanté had fallen out. We went back to the store explaining our situation and frustration. We were told at the counter by one of the staff members that never in her career with Salera's had she heard a ring being lost when being serviced.
By this stage the ring had lost its sentimental value and had caused mere inconvenience than joy. After all, it's a time of announcement and celebrations, yet I couldn't show anyone my ring because I did not have it. We've spent more time trying to have it fixed than having it worn. After much consideration we naturally decided to ask for a full refund to which we were told was not possible! We did not even receive compensation for the drop in value below the price paid. Instead, we were offered a store refund. They sold us a faulty piece, lost it, gave us a faulty replacement, and now there is no decency or honour in a refund. Absolutely appalling. Will be contacting ACCC. Save your money and piece of mind. Please, shop elsewhere.

Purchased my second Oris Aquis diver from Salera's. This time from Enza the store manager who was really friendly, helpful and professional. She sourced the watch from their downstairs store as I received poor customer service there. Enza was really honest and helped me out on a great deal. Even organised a re-adjustment of the links for me at the city store. She also called me to follow up if I was satisfied with everything. I will definitely come back there to see Enza when I get my partner a watch next.

This place has the worst customer experience. I went into to purchase a bracelet for my partner as a gift and the item broke the same day. Phoned the store a few days later and spoke to the manager Enza who told me to bring the bracelet into the store and it shouldn't be an issue. At the time I was on crutches and limped my way into the store and brought the original receipt and bracelet only to be told that they needed authorization (needing to wait 2 weeks). I was then was sent away being told there wasn't anything that could be done because systems were broken and I'd need to wait 2 weeks before I even got an answer back. I went in a week later to push for a follow up given it was a gift for my partner and was told that they were still waiting and I would personally receive a call back from the manager on the following Monday. Monday came and no call and still waiting. During the process I was told each time that their systems are down and crashed. Honestly sick of being lied to and needing to wait for some magical authorization for an item that cost under $100. Not a happy customer and would never purchase anything again. Issue still hasn't been resolved.