Telstra Store

Perhaps one of the worst customer services experiences I have had in a while.

Online sales stuffed up and sold me a plan online with eSIM. Only they don't do eSIMs online and I have to go into a store.

Long story short, I need an eSIM for work, work finishes early and I hop down to the store to sort this out.

I arrive at 1540hrs, explain the situation, and I'm told "we can help you but you will have to come back tomorrow as we close at 4pm due to training. " I said I can't come back tomorrow, I'm at work 9 to 5, and I can only get support in store. I need my eSIM set up urgently for work.

Nope we won't help you today.

When I got back to Melbourne, it took them 15 minutes to transfer to an eSIM.

It is extremely frustrating when you are
1. Told you need to go into store to fix a telstra online stuff up.
2. The store is advertised to close at 5 but this particular day, they are closing at 4 and they refuse to spare an extra 15 minutes to assist someone who has tried to sort the issue out online.
3. The lack of understanding that was hindering my work and that I was not able to leave work the next day before 5 pm.

EDIT: This feedback was provided to Telstra complaints who have said they have already informed the Ararat store. If this has not occurred, this shows severe issues at Telstra

Amazing service from Shayle in Telstra shop Ararat. The best experience we have ever had at a Telstra Store. Well done

Fantastic service as always. I am very pleased with my new purchase and with the help provided to use it. Would recommend Julian to anyone. Grateful thanks.

Staff helped my Dad out with a technical issue with his Telstra device, whilst I was on the phone with them (miles away and couldn't help). Went way above and beyond what might be reasonably expected and that level of patience and customer service is very much appreciated.

If you going there just go to "Lokie" straight away.perfect man to talk to.love the way he helped us to get s21 ultra.

Staff helped my Dad out with a technical issue with his Telstra device, whilst I was on the phone with them (miles away and couldn't help). Went way above and beyond what might be reasonably expected and that level of patience and customer service is very much appreciated.

Chelsea helped me for hours with a problematic issue. She was so friendly and helpful. Great staff. Calm under pressure.

My mum bought a phone from this joint and it started playing up.under ACCC law if something is of a major fault it gets refunded if that is what the costumer wants. But not for this people, oh no that's not possible they say, need to send it away three times to get fixed before we can get it replaced because they are a franchisee.what a load of dirt, it doesn't matter what you are, you are the place of sale, there for you still come under costumer law. Will NOT shop here again.

Busy shop but the staff are worth the wait as they are very helpful and know the products. They were quick to get me a better deal.

They have great knowledgeable staff, that's why they are always busy, but worth the wait as I always get my problems with my mobile apps sorted

Its a shame there is not an option for ZERO stars! The quality of service and experience in the store has been on a steady decline for years since Jo was in charge. Out of convince and trying to shop locally, the patronage continued until today! At any time it has always been one problem or another and on the rare occasion the service has been what you expected. Long story short i was sold a business mobile lease plan with insurance under the assurance that if the phone was damaged, it would be replaced on the spot for no additional charge. Well today my mobile hit the pavement and shattered to smithereens. Off to the Telstra Store Ararat I go to replace the phone to be told an additional $190/$199 would appear on my next bill and a new contract will be set up. Not as if I am pissed off enough that I was told false information from the original purchase, i cannot proceed to replace the phone because i need a company letter head to give me authorisation (which is already on file) and I'm the blooming director who would be signing the damn letter anyway.