Telstra

Poor customer service. They don’t acknowledge customers on arrival and ignore you while you wait.

Disorganised and spent far too long on customers (15 to 20 minutes) and were mucking around. Our staff member was amazing (Indian lady) who completed very efficiently all enquiries and was lovely.

The junior staff was unaware of the process and instead of first checking with experienced staff members, they were more happy to say NO for a service which was very well available.

Travelled into the store to purchase a watch with Telstra points. I was told by 2 staff I could not use my points in store even though online it states that I can. Super unhelpful staff which was disappointing. Today I walked into a different Telstra store and was easily able to purchase the watch with points. Would be useful for staff to be more informed.

A big thank you to Yusuf, you were able to resolve my issues in an effective and timely manner, your patiences and exceptional customer service was truly appreciated! I will definitely, be returning to this store for Technical support!

I was enquiring about a letter from NBN Co which advised me to contact Telstra to arrange an upgrade of my FTTC to FTTP. I was most impressed by James who explained what was involved and who followed up to arrange the upgrade.

Terrible customer service, workers are not willing to help waisted my time trying to upgrade my plan and got rejected with no help or explanation even though I'm a silver member. Just got told I had to call telstra (atleast they were willing to help)
Don't waste your time going to this store.

Extremely dishonest - I went instore to change my plan and that was all fine. Before we sat down to finalise the details the shop assistant handed me a Bluetooth speaker and said this is a gift for being such a loyal customer so I happily accepted, thinking that was the end of it. I passed the speaker onto my mother who was actually looking for one at the time. It turns out that it was not actually a free gift at all and the points were deducted from my Telstra account. I called to dispute the matter and they refused to accept responsibility and claimed I was told that it would be deducted from my points, which it absolutely was not. If this was the case a receipt would have been provided, which it was not. Extremely dishonest and recommend visiting another store

There are always a reason why they can’t serve you and you have to comeback next day!

Edit: Even with appointments you will be asked to come back later or be provided with a poor information about stock levels.

This is not a particular problem with this store only.this is across the board with telstra retail stores. The best thing you could do is to avoid dealing with them completely

Extremely disappointed with the customer service at this store. Members are doing nothing except trying their best to avoid you. No help, no greeting and they can't even help with a simple task without being rude.

I just wanted to give my feedback and compliments to the lovely Kaveesha who assisted my Mum and I yesterday (December 11th, 2022) in reconnecting her mobile phone number. It had been a stressful week of calling the Telstra call centre on 3 separate occasions (everyone I spoke with was lovely) but it took a while to figure out the best course of action - Mum now has her phone sorted (with her original number!) and we are both very relieved and happy customers! Kaveesha was so kind and extremely helpful.we are most appreciative and wish her and the other store employees all the best for Christmas and the New Year!
Sincerely, Teresa and Maria

Terrible customer service by some Indian bloke. Very rude from the get go and confronting, sold me a product which wasn't compatible with my phone, even though i had explained that i knew nothing about the product.
When I tried to return it, I was confronted by arrogance and was told I couldn't get a refund. When I mentioned that I had spoken with telstra prior to coming in, then a refund was quickly arranged.

My wife and I went in to get some Telstra pre-paid SIM cards after moving back from Canada. We were helped by a very polite and friendly employee by the name of Zai, (I’m sure the spelling is wrong), but he made the whole thing quick and painless. Couldn’t recommend him enough!

Came to this Telstra store without an appointment and Yusef assisted my query within 5 minutes. I came back from overseas and was having issues with getting internet from my phone. However we found out the issue wasn’t due to my Sim or Telstra he still continued to try and help to see what the problem was. Eventually he found out that it was due to an app that was downloaded by the Telco service provider overseas to access their network. 5 stars for service from Yusef and this Telstra store as it wasn’t a Telstra issue but he still continued to help.

Go somewhere else, they will over promise and under deliver here. I was assured that staff member would help me disconnect a service and give me credit as I had ordered in error. As soon as I signed up to new plan he said he couldn’t help me with my issue, and I would have to call Telstra and sort out…. Then wanted to shake my hand? Tip: don’t lie to your customers and they might return…

Went into Telstra Airport West needing a new phone (mine had no charge and the charging port was not working). The staff were fully booked but they did their best to sneak me in. When a representative saw me he went above and beyond, helping to get the best deal for me. Because I could not charge my phone, Blake (the salesman who assisted me) helped to wirelessly charge and transfer all the data I needed. Could not speak more highly of this branch and Blake, 10/10!

I went into the store to transfer my phone number from under my mums name to my name. What followed was 22 days of wondering when my phone with stop being connected to its current Sim and change to the new one. I called the store every single day for two weeks straight and received three calls back, and no-one was able to help me. They always assured me they would look into it and call me back. After no call back a couple times I requested to stay on hold until they looked into it and they just hung up on me. All I wanted was a refund and to cancel the order by this point, but because it was in process they couldn't do that. Finally the manager gave me the refund after 22 days, even though the issue wasn't resolved. So all I did was waste over ten hours in the store, countless hours on the phone and I didn't even get anything changed. When I finally got my refund (600$!) no apology or any compensation was given for the time I had lost, nor the failure to provide me what what I wanted. If I could, I would leave Telstra and never have to go with them again, or and never step foot in such an unhelpful store again.

Telstra have perfected the enormous gap between your expectations of customer service and reality. All the advertising and marketing in the world can't mask the fact that their customer service is woeful. Would only deal with them if I had no other choice

Terrible service tonight. Store closes in more than an hour and refusing to accept any more customers other than those who have an appointment. Staff were totally rude and uninviting. Quite a turn off from being a telstra customer. There was a short white young unnattractive lady with brown hair and a tall ugly man with a deep voice who both lacked customer service.

Good Afternoon l would like to tell Telstra about the great service l received from a lady known as Sila. Silage is the main reason for me to change from Optus to Telstra. Silage is always so helpful and goes beyond the excellent service that Silage has shown and continues to help myself with any issue's. In my opinion Silage deserves to be employee of the year little own the month. Once again thank you Silage for always going the extra mile to help me best regards