Telstra Store Malvern

Many thanks to the Duty manager Matt.for his help in sorting out my problems with Email and a colour problem on my Samsung mob. Very professional and patient in his service to the customer.

Absolute trash service and they keep giving misleading answers. Save your a trip and call there call centre instead.

Outstanding service with Jiji! Beyond expectations and so profesional, service-oriented, helpful and patient. I'll be back for that:)

Awesome customer service and great advice received. Not to mention zero waiting time. Thanks to Sahana & Lachlan!

Without a doubt the worst customer service I have ever experienced. Despite no customers in the store the “greeter” flatly refused to make an appointment within 2 hours of attendance. At the time of my last attendance there were approximately 5 or 6 members of staff on site and no customers waiting. I have experienced this response at least 3 times & will NEVER attend this store again. I am local & a retailer myself who would lose my business if I treated my customers this way.

Visited this store and was treated quite poorly. Staff ignore you and refuse to help when asked. Shocking experience in 21st Century!

Even doesn't deserve one star, Paris their manager needs a proper management skills to be able to fix the mess created by her staff like Kyle. They dont know the meaning of the customer service and support.

Experience and knowledge is what you need when it comes to telecommunications.this is the best place to go

This review is for Telstra’s after sales service.

(The experience of buying 2 iPhones was excellent though. I will provide a seperate 5 star review for Lachlan when the survey from Telstra arrives).

After buying 2 new iPhone 14, we took them home and commenced the process of porting from existing phones. All good and easy.

The issue began when I inserted my SIM card and had to remove the phone cover (installed by Telstra at the store). The seperate camera protector cover shattered when I took it off. So I returned to the store and enquired as to why this had occurred, and seeking a replacement, only to be told that because it was ok when it left the store, it wouldn’t be replaced. I was offered the opportunity to buy a replacement at a cost of $50, which I declined.

I then received an email from Telstra thanking me for the purchases to which I responded outlining my concern. I actually sent two emails because when my wife went to insert her SIM, the same issue occurred. I also called the store twice and have not received a call back to the messages I left.

I then received an automated (but unrelated) SMS from the “Customer Advocacy Manager” checking in to see all was ok and to make contract if there were any issues. So, I called.

Again, no answer, so I left a message with an understanding that I would, according to their voice message, call me that same day. Still waiting some 5 days later.

In frustration, I went online to replace the two camera covers. Seems that the $50 quoted earlier is a significant exaggeration as to the value of these items. I purchased 3 for $10 from Amazon, delivered next day.

Now that is service, Telstra!

Importantly, the instructions on how to install the items was clear about how to remove the screen cover without damaging the camera cover. Had Telstra informed me of that, this issue would not have arisen.

So, in summary, still waiting for a response from my 5 contacts with the Malvern store.

Disappointing and Disrespectful Customer Experience: (Sunday) I took a 10m detour to visit a Telstra store to transfer an active Sim to eSim. 4 staff present. 1 staff was busy with a customer and the others sitting down. I asked if I can convert my sim to eSim. She stated that she had an appointment in 10min and the others had appointments coming up. Nothing available for the day and come back tomorrow. I asked if she could show me on the app and she was happy to have me stand around and setup the app on 2 iPhones in my hands. Basically struggling with passwords and logins over 2 iPhones, I found it somewhat disrespectful that she would happily watch over me when she could simply do this over the computer. Then I spend the next few hours on messaging via My Telstra app to be told to go in store.

I extremely disappointed as I’ve wasted more time, when they could have handled me walking in between appointments instead of messing around with the Telstra App in store! Even if the other person came there’s still another 2 staff available or they could juggle customers. Surely a few minutes won’t make a delay and I didn’t see anyone else walk in whilst I was downloading the apps.

I get the appointment system, especially for sign ups and upgrades. I also get they won’t value walk-ins (exisiting customers) because they don’t make sales and get their monthly prizes. But when you have 3 other staff sitting around and staff don’t make any effort to try and at least work to accommodate a request - it’s disappointing and disrespectful.

Helpful, but always super busy & tough to get an appointment. I found it easier to drive five minutes down the road to Elsternwick and get instant service.

Counted four workers doing nothing, but the one "working front of house" refusing to help the line of customers because we don't have a scheduled appointment. It's a retail store, not a salon.

Excellent customer service from Rowan. No issues, only a couple of minor things which Rowan sorted out without delay.

Only giving one star because can't give zero or negative stars.
Got a letter from Telstra telling me they were charging me for paper bills from now on. Tried to turn off paper bills on line. Wouldn't work. Called Telsta and was told I had to go into a Telstra store and do it in person. Went to Malvern Telstra store. There were no customers there but was told I had to make a booking to speak them and there were no booking available that day. All round a terrible experience! When will Telstra start treating customers properly?

Hi there Telstra Malvern,
Ok, the existing note below was made after I returned my faulty Gen3 modem to your store on 11 Nov 22 approx 3.30pm.

Despite having returned it already, today (5 Dec 22) I received another email saying this was my FINAL REMINDER to return the modem. I called 132200 to say that I had already returned it.and they asked that I contact the store and request that you make notes in my file to confirm that I did indeed return the modem and that you have sent it back. They said the tracking number would be ideal if you can locate it.

Do I need to see Paris directly since I returned to her? Or can anyone help me if I bring the piece of paper Paris signed as verification? Can I pop in anytime or do I need to make an appointment?

I will bring ID this time.
Thanks in advance for helping to sort this out. I was reminded today that I will be charged for the modem if I don't return it!

Kind regards
Jeni

Dropped into the store to return a problematic modem after receiving a replacement in the post. Thank you Telstra.
I had the displeasure of dealing with Paris. My bad that I didn't have any ID with me and it didn't help that Paris 'dug her toes in' on this issue and impatiently made no other attempt to help me.
I returned the impatient and short manner and felt like I worked very hard to 'negotiate' a piece of paper which stated that I had indeed returned the modem in good condition with her employee number as verification.
I walked out feeling annoyed at the unnecessarily tense interaction.especially after being told how wonderful Telstra Malvern was to deal with. Hmmmm.

The customer service here for me was amazing.

After multiple problems with telstra online who are useless and an awful backend system, the Malvern Store was able to sqeeze me in and fix my issue that had been causing me multiple headaches.

Kabir deserves 6xs. His customer service has been excellent and he has gone over and above for me on 2 seperate occasions.

Even though I know it wont happen, I have told the Malvern Managers to give him a payrise because he is bloody helpful and amazing when things at Telstra go wrong.

Staff were very friendly and helpful and were able to fix my problem immediately with out any hassles

They had no idea what Telstra Air app is.
I went in because it wasn’t working on my phone. Beyond hopeless

Excellent service by David. He was so good with his job, spent a long time with me in setting up a new iPhone. Explained well and went through line by line with the service plan and products. Very happy customer and will recommend to anyone. Thank you David.

I've been trying for over 3 weeks to obtain a refund from Telstra Malvern for close to $200. I've left multiple messages both on the generic & stores nunbers for them to call me back & visited the store in person, when I was informed that the payment was pending & would be deposited into my account. This has not been resolved & I have not received any communication what so ever.