I'm a fairly easy-going person but had one of the worst retail experiences in my life in this store today. I wanted to do a simple colour-swap exchange of an item that I had received as a gift last week. Pretty simple, I thought. Apparently not. Even though I had no receipt, and without asking or advising me, the staff member issued a refund back to the person who sent me the gift. This triggered an email to that person which said 'your order could not be fulfilled'. The staff member said "So, I guess you'll have to tell the person that you refunded their gift, hey?". So much for a simple, like-for-like exchange. Don't expect any discretion if you ever exchange a gift. Meanwhile, staff in store could not provide me with a refund receipt because I was not the person who originally ordered the item. So I had to leave a very expensive item in the store with no proof that it had been properly refunded. I was then told that I needed to go and purchase the item I wanted to exchange it with, but would have to do so using my own money. I was pretty unimpressed, but having just handed over the thing I was gifted and not wanting to leave empty-handed, I did. Afterwards (and now fully aware of what happened), the person who sent me the gift told me they had purchased it on sale. So, when I 'exchanged' the item, I paid over $170 MORE than they had the week prior. Feeling scammed, back I went... this time for a full refund...which was issued, but not before I handed over a copy of my driver's licence and phone number. Why was that information needed when I had the receipt and the credit card I used when they stooged me the first time? Wow, if this is what passes as a good customer experience, I will stick to Amazon. Spotlight's policies and procedures SUCK. Good luck, folks!

Lovely customer service and products, just made a satin dress for new years, and couldn't be more happy with how the fabric turned out. Thank you!!!

Helpful, friendly staff and quality products but 9 times out of 10 I can't find what I'm looking for because of gaps in their stock. There are certain things I've been waiting on to be replenished for months and they never seem to come in (eg white embroidery thread, markers). This is really frustrating as this is the only store on the west side of Port Phillip with the others being in Melbourne.

Staff friendly but need training. I was looking for wreath and 3 out of 4 staff told me not in stock. Internet search indicated it was in stock. 4th staff member directed me to correct area. Spotlight always good value.

Difficult to get large refund on sewing machine, no customer service on purchase, store is grossly untidy, aisles are too narrow, & 40%discount wasn't applied. Would be extremely difficult for anyone in a wheelchair to get past the entry let alone around the store.

Great products. Not enough staff, store is always messy. Boxes laying around in walk ways.

I have never seen this store so untidy. It use to be very organised. I know that customers are most likely to blame and most likely not enough staff and most do what they can. But it's not the same anymore

I rang today to have an item put on hold. Young lady who assisted me was most helpful but when I checked out at the counter i encountered an extremely rude lady who was most unfriendly and snapped at me what did I have on hold. I was quite taken aback. Store also very messy and difficult to navigate for someone with a walker.