Telstra Shop The Glen

Went to return an unsuitable mobile phone my 93 year old mother bought from the shop for what she was told was $50.00. It was too difficult for her to use the staff member could not work it repeatedly, and would not exchange it for a different phone. We then decided that she would have to cut her losses and just buy another phone at a proper store only to find looking at her receipt they charged her $150.00 for the phone. This shop preys on the elderly!

Dear Telstra Customer Service,

I am writing to express my extreme disappointment and frustration with the service I received at your store located Glen Waverley (The Glen shopping center) on 3rd of Nov. I visited the store at approximately 7: 45PM with the intention of replacing my SIM card, as my current one is no longer functioning properly. However, my experience was extremely bad and disappointed.

Upon entering the store, I approached one of your customer service representatives (Victor Luo) and politely explained that I need to replace the SIM card. To my surprise, this representative declined my request without providing any valid reason. After emphasizing that my request (Only Card replacement), This representative's refusal to assist me was not only frustrating but also felt unreasonable and inconsiderate.
He said he is store manager, so he can decide whether service or not, without any reasons or excuses.

As a loyal Telstra customer, I expected a higher level of service and understanding from your staff. This experience has left me feeling extremely dissatisfied and inconvenienced.

I would appreciate it if you could investigate this matter and take appropriate action to ensure that such instances do not happen in the future.

I went to telstra shop in glen waverley today regading my wrong information update. I tried to login my telsta account but i lost my password. I tried to retrive password but i couldn't change it because my email address was wrong. So i couldn't receive retrive code through wrong email address. So I went to shop around 4: 40 because shop will close 5. I asked to reception lady regarding my wrong information update. But she told me "I can't update it today i am very busy". I think this update takes only 1 minute. I was little bit upset.so i told her "I will wait until 5. If your any staff can help me anyone is free". I waited until 5 but and they didn't help me. I saw 4 staffs in shop. It is very very poor customer service. Any bank if i go to before 5, They always help the last customer even after five o'clock. She is very rude and un polite. I felt so bad today. I will be putting in a official complaint with Telstra when i login my telstra account.

Got a broken modem? Don’t worry, go home and call Tesla customer service.
You can buy one outright right from the shop no problem. Guess what? Call the customer support if it is broken or not working. They can sell from the store but can’t replace at the shop.
Then the repeat of “sorry it is policy”. I wasn’t informed when I brought one from the store.
What is next? Go home call Telstra.
Nice!

Today at 5 PM, I visited Telstra at The Glen, and there, Keith provided me with exceptional service. I had been to Telstra several times before, but my issue hadn't been resolved until now. He's truly a professional in his field. Furthermore, I've been using Telstra's services for about a year, and everything is excellent, especially the internet speed.

Great service from Witty and her manager! Super lovely and helped sort us out with a new Apple Watch. Felt like 5 star service!

Trying to get an appointment with this mob is ridiculous as we cannot get though but have to leave messages
Call your customers back thats just standard respect

Went there in afternoon.
The asian guy who is the assistant in the store served with absolutely disgusting attitude, treating us like the customers are idiots. He didn't solve any problems from us and keep asking us to call telstra phone number without any clear explanation. He refused to give any other service by stating they are fully booked but there is not a single customer in a store.
Absolutely will not go back anymore.
Telstra needs to work on more on their staff quality and attitude.

The internet is really weak even it’s not working it’s always reconnecting I talked to them today but they asked me to wait for5business days and they are really rude and disrespectful

I visited the Telstar shop at The Glen at 4pm on Saturday 3 December having been directed to go to a Telstra shop for expediency for transfer of ownership. The lady refused to help me.

Shame as the service from Telstra over the phone was excellent. Very frustrating.

I called back the Telstra phone service who volunteered to speak to the staff at the shop. The staff at the shop said they were too busy to help. At this there were 4 staff walking around the store doing nothing - which was pointed out to them - but they still refused to assist.

I do hope Telstra notes this and takes relevant action so that other would be customers are not disappointed.

I went across to the Optus shop
and the staff were so very helpful.

I give this shop a one star as there is no option below this.

This is to alert customers- if you want service go to any other Telstra shop.

Very quick process, helpful staff, changed over from optus to telstra with a new phone and new plan in about 20 mins hassle free.

Thanks to Keith for all his help

You go here to buy stuff, because they only want to sell.don't expect customer service. If it's not a sale they do not care. Careful of their advice, especially contracts.

Extremely helpful. Fixed problem. And l used my points to buy something
Great service. Thanks gals.

Went to Telstra@Glen for porting my sim into Telstra.

From the first step to the store and till the end, Glen team gave me a top-notch service.

Steven was the person who helped me to get my request done. He was super prompt with the service, attended to the request quickly and able to port my existing number into Telstra within minutes. Even he helped me to install the Telstra app and configure it.

Overall, I'm a super satisfied customer. You guys are doing a pretty neat job. Love the atmosphere in Glen store as well, super welcoming vibes.

Thank you very much and that's how the customer service should happened in Aus. Kudos for the whole team!

PS:
If you are geeky about Mechanical keyboards, may be you should speak with Steven:)

Terrible service all round to be honest. I had a quick inquiry and was told to make a booking and come back which I did however their staff refused to serve me cause I didn’t have a booking even though they were all standing around for 17 minutes while I waited.

I only took 3 mins to ask them what I needed. Poor service. Unnecessary to be so annoying to customers as if they are doing us a favour

Very bad attitude and service. Never choose Telstra again even though all other providers are dead.

Leon was great in listening to my requirements and booking me with a consultant. Keith was remarkable to sort out all the issues and setting me up with my new plan. Humble and skilled, deserves a medal!

Very bad experience, do not understand why this stores open but encourage customers to go to other stores. If this is the attitude, then you should shut this store.
If shortage of staff, then you should hire more staff instead of making customer waiting for 1.5 hours. And discourage customers from making appointments.
You are making it so hard for customers to reach, then why would people want to pay premium to come to you? Better close down!

Shockingly poor service

I visited the Telstar shop at The Glen at 4pm on Saturday 3 December having been directed to go to a Telstra shop for expediency for transfer of ownership. The lady refused to help me.

Shame as the service from Telstra over the phone was excellent. Very frustrating.

I called back the Telstra phone service who volunteered to speak to the staff at the shop. The staff at the shop said they were too busy to help. At this time there were 4 staff walking around the store doing nothing - which was pointed out to them - but they still refused to assist.

I do hope Telstra notes this and takes relevant action so that other would be customers are not disappointed. I went across to the Optus shop and the staff were so very helpful. I give this shop a one star as there is no option below this.

This is to alert customers- if you want service go to any other Telstra shop.

No, I can’t help you buy an $1100 Apple Watch and reset your My Telstra password because we close in 15 minutes. Very, very poor Telstra @ The Glen