Laurastar Perth

I have been ironing with your product for years, it is without peer. However the service from the staff at Malaga may have just topped that. Professional, friendly and great communication skills. Thank you.

I always appreciate Debbie's knowledge and customer service every time I visit this store. Thanks so much, Deb! Definitely 5 stars!

5 Star service from Debbie, a true customer service expert, backed by a top tier product. Thanks Debbie I’m loving the new iron

I love this product. I had a Laurastar for over ten years and noticed the tank was leaking, so time to buy a new Laurastar. I definitely recommend the system as it is the best. On entering the shop, I was warmly greeted by Deb who asked her colleague to lift my old iron out of my car. The service from both of them was excellent. Deb was interested to listen to what I wanted and what would best suit me. She was very helpful. I received fantastic service and advice. I highly recommend Laurastar. Thank you

Just wanted to give a public thanks to Dawn and her team at Laurastar for their fantastic customer service. We had some niggling issues with a recenty purchased HiZero bionic mop. Dawn and her team were happy to accomodate my concerns and were always willing to take a look at the machine; even when the errors wouldn't repeat for them in the store! Nonetheless, their attitude was professional and very helpful and ultimately we ended up with an exchange for a new HiZero. Thanks so much for your help Dawn. I wish all companies had your level of customer service.
Scott.

Spoke to Dawn about a problem with my iron and she came up with a suggestion on the phone that sorted it out.
Thanks for the good service.

Dear Sir/ Madam,

I am writing to complain about the customer service I had experienced at the Perth Laurastar store located in Malaga WA.

I had a problem with my iron during the Christmas period (falling apart handle and water dripping) so I gave it to the store for repairs on Monday the 7th of January 2019. This was the first day the store opened after the Christmas break. I was told the technician wouldn't be able to fix the problem before the end of the week, as another two irons were being repaired already.
After insisting that I needed an iron for the weekend I was offered the "loan item". I have to stress your employee didn't offer this loan item freely and it took a lot of convincing on my part to get this assistance.

In my opinion, Laurastar, a company that sells ironing systems worth thousands of dollars, should consider this gesture as common practice not a “mercy Loan “ in its processing of faulty items and repairs.
A "courtesy loan appliance" shouldn't be a special exception when customers are left for weeks on end without an appliance they have paid for which is used daily in a household. Your customers should also not be made to feel like they are at the mercy of your staff members when no options are provided. This should be be a necessary implementation into your processes, as in my experience the repair of my iron took over 4 weeks!

During those four weeks I was calling the Malaga store every week for the updates on my repair, as the "loan item" was also performing poorly! (the steam was constantly on, as there was a fault with something inside the iron controlling the steam boost).
Every time I called the store I was told the technician was having issues fixing my iron and nobody (even in the main store) knew where the problem was? !
Every time I tried getting an update, the customer service I experienced was appalling and made me feel like I am a nuisance to them!

I believe that when selling an expensive product, the customer service should be excellent and on par with its pricing and exclusivity, and not as atrocious as per my experience. Your employees in Perth are the only ones representing Laurastar to your customers in Western Australia and therefore you should train your staff to a higher standard to assist and keep your customers satisfied with the exclusive product you promote. Unfortunately Malaga staff is not one of them.
The most common problems in your Laurastar Lift 511 model (my mother in law has same iron) is the handle that falls apart after few weeks of use – in my opinion should be redesigned. As well as the boost steam buttons that do not working properly.
These issues and bad service are not acceptable for the cost of a $1000 iron! Taking into consideration this cost, it shouldn't break so easily, and if it does happen to break, the repairs and support should not be such an unpleasant experience as I have encountered. If my iron cannot be fixed within a week it should be replaced with a new one.

I collected my iron yesterday after an excess of four weeks wait time while it was being repaired.
I did my first ironing this morning with the repaired iron and it still had some water dripping from the soleplate! The thought of coming back to the Malaga store makes me nervous and anxious.

I look forward to your prompt reply on a better solution for your loyal customer.

Kind regards
Bruna Rocha

Ps. Due to my busy work schedule I couldn’t send this email on the day I wrote it (7.02.).
Maybe it meant to be as three days after I prepared this email for you, the handle had fallen apart AGAIN and it is now taped together by myself since I don’t want to call the Malaga store until I get your reply…