Telstra Shop Craigieburn

Called to arrange an appointment but when you phone this store (and I assume all Telstra stores?) you are never put through to the team members but are advised a team member will contact you. Well as it turns out, I called on the 23rd and today is the 25th and still no call.anyways, elected to drive the 30 minutes to the store and stood where requested to wait for a team member to come to entrance to assist me. I could see that the store only had one person sitting on a stool. A friendly gent came and asked if he could assist and I explained I wished to enter into a new contract and update my phone to the latest iphone 13. He took a look at his iPad and said he could fit me in at 4pm (some 4 hours later). I queried why I couldn't simply come in as they had only one customer and he said no, you can only attend by appointment only. He was friendly enough and as I wandered off I could not help but shake my head in amazement that this franchise could operate in such a poor manner. I appreciate they will claim they are operating to Covid restrictions however that simply will not wash with me as I have attended so many businesses that ensure you check in, show immunisation certificate and insist a mask is worn but then let you in to browse and consume. I recently attended Specsavers who operate like this very successfully. Anyway - I walked down to JB Hi Fi and asked them if they could assist me and they welcomed me with open arms and I was able to upgrade my current plan, arrange pay out of my current phone, select a new phone and sign contract right there and then. Telstra Craigieburn take note, this is how you ought to be doing things. Seriously, you do not enjoy the greatest reputation and whilst I have no personal bad experiences with your store in the past, stop hiding behind Covid and step up and develop ways in which to service customers. The fact you still have not returned my call (and you didn't ask my name when I came to front of store so you cannot say that you have not called because you saw me there) is simply unacceptable. I thank you though for forcing me to try JB Hi Fi as I am never ever going anywhere else again for my phone and contract needs as they are an Authorised Telstra Dealer. Sorry, but if you cannot provide a user friendly customer experience then I expect to see a For Lease sticker across your window and as you all stand around seeking employment elsewhere and wonder what went wrong and where all of your customers have gone - head down to JB - and see what real service is all about.

I am a interstate truck driver, specially came to import sim card at 4: 15 pm from 30 minutes drive
Lady sitting on laptop told me to book appointment for tomorrow, are 45 mints not enough to import sim card? But she was in hurry to go home “ ah sory we are closing soon”

Absolutely disgusted with the staff performance.
After being asked to wait over an hour to be served.
I stood to the side patiently.

Some random guy just walks up and gets pushed in, after I had something to say. I was treated unfairly, management in this place needs to be changed.

Went to Telstra store to find out what I could do about phone contract as had expired. There had been no offers of new plans etc from Telstra before contract ended and was thinking of disconnecting plan because of this. At the store was advised to ring the call centre! Really? This is customer service? Left the store and went to Vodafone who very kindly helped me with a new plan. If you want service don't go to Telstra Craigieburn, even if 3 staff members talking with each other behind the counter. They had no interest in retaining me as a customer.

Great service from Jim and Carlos. The necessary time was spent to minimize our account costs. Pleasing experience with telstra staff.

Absolutely amazing staff and service always recommend to everyone. Keep up the good work well done.

I have never left a negative review for any business but this store mucked me around. I went 4 times, got 4 different responses and still did not achieve my purpose. This is incompetence at the highest level. They do not know anything about telstra product or service.its a pity Telstra decided to reward their incompetence by buying the Franchise. Run customers run. Don't go to Wallan or Plenty Valley as well, its owned by the same people.

Bill arranged our move from Telstra to NBN with total professionalism and care. He made 200% sure that all was understood and that each step of the way was correctly understood. A true professional and a great credit to the Team @ Telstra Craigieburn

Really positive experience here at Craigieburn thanks to Paolo who was super professional and took the time to help me.

Great team. Called them on Saturday. Needed a business phone asap. Was after a s20+. They are my local store. Sadly they didn't have the phone in stock. They recommended what plan and items are needed then referred me to the Airport West store.

Really pleased with my time at the Telstra store today. Wade and Ally have been great and tailored my needs accordingly. Will definitely recommend to friends and family.

Be aware all customers! The staff - Alexandra (Ally) provided misleading information when we signed up the entertainment bundle with Telstra, then continue to lie about the activation date and would not admit to their fault. DO NOT GO TO THIS TELSTRA CRAIGIEBURN STORE!

Un professional customer service ever. Girls are very rude who working in the store. I have no idea how telstra running this store with this kind of staff.

Worst customer service ever, the lady with fake eye lashes has worst customer service skills. She just did not want to help at all. And send me to wait for 30 mints and then when I came back to the store she told me to go n do it myself online.
What a waste of time honestly. None of the staff wants to help customer to solve their issues.their attitude is so arrogant and rude as if they r royalty and the customers are their servants.
I have visited the store 3-4 times in the past couple of months and Seriously disappointed every time at this store.
Will not recommend anyone to go with any expectations as they will get disappointed with poor level of customer service.

My partner and myself had gone into store just to have a look but the great customer service provided by Ally and Olivia was spectacular in which convinced me to get a phone. They helped me choose the right phone and went over all the plans. Especially ally went above and beyond to provide me by helping me start up my phone. I would 100% recommend Telstra Craigieburn.

Got told to wait 30 minutes before service, was trying to port my number from business to consumer and felt i was judged and treated with no respect, but the lady who eventually served me did a great job, just a terrible first impression when walking in there from the male guy behind counter

Can't thank the young guy that served us today, helping transfer android to Android for nothing.

I called in to ask about a bill and the person who answered the phone "Joshua" was soo rude in his tone. Sadly when i tried to point it out he was even more agressive in his tone. Such a shame when Olivia is such a great person with the service there! Definitely dissappointing!

Store has a good variety of stock, all staff very helpful, have dealt with Bill on 2 plans now, and he knows his products, very nice guy who will help you through your purchase thoroughly, always a pleasant experience guys!

The most pathetic people. Stupid to deal with. I would prefer to travel and get stuff done at a different store all together.