Telstra Shop

Sensational service from Hasith. Would recommend talking to him if you have any issues with your phone/plan. Great customer service. Thanks very much.

My experience in Telstra was horrible. The lady who was by the door was racist she doesn’t want to help me with the issue and she even laid to me and said that she can’t access my account also she said that if I want to pay my bill I have to go the same store where I purchased the sim from which is ridiculously stupid.

Extremely bad customer service.
If, I could give it a negative score I would for the following reasons.
How can customer service say it is a 3 or 4 hour wait, best you find another store to solve your issue. As we are still solving issues from the day before. Not even public service is that bad. It must be a new customer service teaching.
Love to have KPI’s of 3,4 hours apart. Advice do not go to Melbourne cbd store.

Beware! Telstra online sim activation process for any international passports is broken for more than a month now (confirmed by an employee), giving you validation errors. Also the support chat vai the app cannot help. It currently always requires a personal in-store visit to get your passport confirmed and sim activated. Problem is you (honestly?) need an appointment for the store and may not just queue. The appointment slots are sold out days in advance (even many employees wait idlessly, because few show up on time), where you cannot use the sim and plan you payed for. Feels like a rip off. The entry employee at this store was especially unhelpful and just sents people away also not allowing to return the bought sim card (and not telling you before that their registration is broken). Better use another provider as international traveller.
UPDATE
After going through the activation in another store, many colleagues of the employees also seem unaware of the problem and do not understand what they are doing; the process usually takes about 30-45min per person, and is rather complicated. The underlying issue is with the backend system Telstra uses for its core network (admin interface supplied by Ericsson) and the employees have to trick the system into accepting the passports by creating multiple, incomplete customer entries and then combine them. The root cause is the querying of the middle name part of ones name in the passport from the government visa database for telcos, which is used for international passport verification. If you have no middle name in your passport, the problem is more unlikely to occur.

Appalling service and systems. For what you would consider a flagship store. Waited an hour just to return a modem after I was told I had to go to the post office to do so but then was told instead to bring it back to the store for a return. 3 people telling me completely different stories. While everyone at the store walks around like zombies refusing to even make eye contact or offer anything constructive to help. Store is now refusing to accept the modem. Even a donkey would have been more helpful or been able to problem solved this better than the useless staff at the store. Absolute embarrassment and joke of a company.

Telstra has totaly collapsed, online is a joke and your service on the phone is zero, zilch!

I’d been an existing Telstra customer for some years now and just wanted to upgrade my phone from an iPhone XR to the 14 pro max, over a 36 month plan - their customer service just went through the order steps on the website in front of me and then it failed at the credit assessment step but they couldn’t offer any explanation as to why, so that was already frustrating. Tried making the same order on my own at home a few hours later and it worked just fine. Such an unpleasant and unhelpful in-store experience - really disappointing since it appears as a kind of flagship store for Telstra. My partner and I had always had amazing in-store experiences with Telstra so not sure what’s going on here.

Ritu served me, very helpful & easy process for switching data providers, beautiful store!

This store has no clue how to do customer services. The Asian guy who stood at the entrance doing the Registration/Queue thing on 29th/12/22 around 11am to 12: 30pm was rude and has no sense of customer service.

You really need to train your staffs harder, or maybe change staffs

Front of store reception 'Tushar' is good at nothing but upseting customers. He also claimed to be the store manager. Well, if he is, stay away from Telstra for life. If he isn't, guess who's good at training their 'front of house' staff. Well done Telstra.

Was ignored by staff when I wanted to buy a new phone but when richer looking customers came in after me they greeted and helped them

Couldn’t bring up my account on their computer system, had booked an appointment and waited weeks as you can’t just walk in and get customer service anymore. Blamed legacy system issues. Telstra are hopeless lol

They hire staff with limited computer literacy, even the staff didn’t know how to input the address? Like are you kidding me?

I must say the service at floor man of this person is extremely poor!
He is very offensive and rude, I took my mother who is at age of 82 years old, wish to open an account, he is refused to book us the appointment till I insisted, then he gave us the date on the 02/11 but never sent me the link to confirm the appointment, I then booked the appointment myself online on the 01/11 1: 00 pm, one day earlier!
How can Telstra have such staff at front offering such poor service, rude staff offered no service at all!

I came in with the intention to do a phone upgrade, waited 10 minutes for someone to assist while their service desk was unattended. Then I was told they can’t help me and to come back the next day because they were closing in 10 minutes. If they can’t help why not just close the door 30 minutes before. Not the kind of customer service I would expect from a telecom enterprise. Also to note this was on “Telstra Day. ”

Came to testra to purchase a data sim for my Telstra Wifi 4GX dongle. Very Helpfuland professional staff that were able to fit me in for walk in service on 27 OCT 2022 and explained me all the plans and prepaid options and helped me to select the best for my needs. Services was set up and activated on the spot and the consultant helped me to get my dongle working.

People, this is Telstra Heaven? ️ I would recommend this Telstra. Come here directly if you want your issue resolved in minutes. The staff here are very friendly, know exactly what they are doing and you can feel that you are welcome and they are always ready to help.

The Telstra experienceI had in this branch (Telstra Melbourne Discovery) changed the way how I looked at Telstra.
Alice, you are the best!

Thank you️

Now my number was successfully transferred to my son. And he even sign up for the $58 plan.

Ask for Alice she was awesome. Explained everything properly and wasn't just trying to get the most out of us then send us out the door.

I went in to change my mobile plan from 4G to 5G on a Saturday afternoon. The store was busy but they had a very efficient system in place. We were greeted and told how many people were ahead if us and how long it'd take to be seen. I love good customer service and transparency. We were served within 10 minutes. Great job Telstra.

Great staff. However completely understaffed and for a store owed shop (not franchise) this is unacceptable- 3 customers turned away in front of me as no staff to assist with 45 mins of open hours left - resource your stores Telstra