On the afternoon of November 29, Lydia Li helped me with the mobile package business. She can speak English and Chinese, which is very kind. The business ability is very skilled and professional. Do things quickly and save customers time. It's really a surprise to meet such a professional staff. Because of her strange, I feel better all day. Full credit.

SO helpful with problems when I tried to activate my SIM card today . Special thanks to a very patient and understanding Seth Ng, who spent over an hour, sorting out my previous stroppy SIM card. By the way, if his boss reads this, can you please double his salary!! Again, many thanks.

Very large space and fantastic interior.. a master piece architectural design. They help you with any problems with Telstra. Expert team support. can be very long waiting time to be served. *located heart of cbd *no restrooms *close to trams and trains

We bought a telstra SIM card which could not be activated. When we went to the store to seek help as indicated on the website we were told that no consultants were available and that the next available appointment was 3 days later. Given that we tried to activate a 28-day pre paid SIM which was meant for my parents that were visiting from overseas for a month we automatically lost 3 days due to the very poor service. When we asked for an earlier appointment we were told that we should go to the store in Elizabeth Street to check there as the shop assistant could not check the availability of other store’s appointments near by. Very poor customer service!

I must say the service at floor man of this person is extremely poor! He is very offensive and rude, I took my mother who is at age of 82 years old, wish to open an account, he is refused to book us the appointment till I insisted, then he gave us the date on the 02/11 but never sent me the link to confirm the appointment, I then booked the appointment myself online on the 01/11 1:00 pm , one day earlier! How can Telstra have such staff at front offering such poor service, rude staff offered no service at all!!!

Great service

I went there and ask for waiting time and the lady with black short hair greet me with unprofessional way of doing customer service. She told me waiting time is 3 hrs and I was so surprised cause it wasn’t look that busy but I didn’t say anything. And also, she didn’t even ask why I was there or what do I need. I went out and go back again to ask for brochures for sims plan,luckily she gave me. Better stay at home if you are not happy to work.

Visited this RETAIL store. Been told to come back after 40 minutes which wasn’t making sense. I saw more than 10 Staff there. 5 looking at compute screen without dealing with any physical customer, 2 loitering around. The discovery centre is non existent by seeing it have 1st floor or even 2nd floor closed at this prime location of Melbourne. It only a Telstra shop. The only discovery it provides is…. Post government sector culture…. Hire bunch of people just doing nothing, or doing little bit of things and nothing really been produced.

Horrible customer service. Telstra getting back to its worst self. I went there 40 minutes before their closing time on a weekday (8th of June 2022), only to be told that it is too late to get any service (I wanted to order 5G home internet as the online order form did not actually work for me a number of times). The guy on the door, who was supposed to be triaging issues and helping customers seemed way more concerned with going home on time than actually being helpful.

(Translated by Google) Good staff service (Original) 職員服務態度佳

Great staff. However completely understaffed and for a store owed shop (not franchise) this is unacceptable- 3 customers turned away in front of me as no staff to assist with 45 mins of open hours left - resource your stores Telstra

Went to cancel my number, book an appointment for cancellation, wait 30 minutes only to be told i would need to bring passport for cancellation. I was not told of this information beforehand. not only slow service, but also no complete information given for the process, making the booking appointment to be completely useless and just take up your time for nothing to be done at all. complete and utter dissapointment for this service

Free charging station. Air conditioned. Padded bench. Good place to have a time out.

Telstra Shop Melbourne NO Discovery Went in to see a demonstration of the Telstra TV 3. There was a unit beneath a TV however was not hooked up. Staff member tried to set it up but it was missing the power cable and he could not be bothered finding one so said he was unable to demonstrate. What an embarrassment for this "Discovery" centre.

Free charging bay. Thank you.

Nice people. They didn't have what I needed so they couldn't help me.

I went with a friend but the staff were very friendly and helpful.

Absolutely shocking service. I went to the store twice to be told that they are too busy to just provide me a prepaid sim card that their phone customer services said I should collect. The employee at the entrance doesn't listen, isn't knowledgeable and rude giving me false information about needing an account for a prepaid sim which you can even buy from supermarkets. If you have to go to a Telstra store, do not visit this one.

One of the best stores at a very beautiful location. The store has good team of employees. Everyone is super friendly and guides everything for what one is looking after.

Walk into the store to buy a new iPhone outright (existing customer), 4 staff standing around and I’m told to come back in an hour? This concierge/ appointment system is rubbish for those who work during the day, and the opposite of good customer service. I felt sorry for the employee knocking back customers for no reason

I came in with the intention to do a phone upgrade, waited 10 minutes for someone to assist while their service desk was unattended. Then I was told they can’t help me and to come back the next day because they were closing in 10 minutes. If they can’t help why not just close the door 30 minutes before. Not the kind of customer service I would expect from a telecom enterprise. Also to note this was on “Telstra Day.”

Disgusting care towards customers. Made me super upset as they told me to go use the phone box across the road to call someone for help about getting a new phone on my Telstra plan (after my phone was stolen which apparently they can’t help with), after 5 minutes of trying to use it I went back in and they carelessly laughed and told me it actually doesn’t work and that i had to try another Telstra phone box up the street. So i just left crying :) thanks guys

Worst services ever seen in my life. I entered the shop to buy a phone & looked at Samsung Fold Z5. Waited for 10 mins & one staff came, I just started the first question about the phone I was looking at, then he said "I will be back" & ran to another customer eho just entered. Then I waited another 5 mins then came to ano staff to tell him that I wanted to buy a phone. Since this staff was serving another customer so he told me to wait for the first staff (totally umderstandble). I waited for him again, and when he finished his stuff he looked at me & said "just a minute" and one more time turned to another customer who just walked in. Of course I walked out immediately. I dont know what is his problem, but definitely he presented very bad services of Telstra. I have been the customer of Telstra for more than 5 years, super disappointed and definite good bye it.

I'm now up to my fourth complaint with Telstra within a year, escalated on this occasion to the TIO. They can't keep you on the same plan for more than 6-12 months, and keep switching you to more expensive plans despite advising they are shifting you to a cheaper plan. New billing system now has different payment dates for each device subscription, all direct debit on credit card, no other payment options. Faceless corporation, refuse to acknowledge any fault on their part, can only speak to Customer Service based in Philippines after very long wait time, or chat through app and repeat yourself for 3-4 hours in an endless loop. If you value customer vice and not being ripped off, then choose another provider and don't lock yourself into a device purchase contract through them, because they will not keep up their side of the contract. The most abysmal and depressing customer service interactions that I've ever experienced in my entire life, and I've been a customer with them for 15+ years, it's only getting worse. Not one person at this company has any idea about accountability to their customers.

My experience at Telstra Melbourne was fantastic. It was quick and easy to get the assistance I needed. The staff were knowledgeable, and they streamlined the process for me, making it hassle-free. If you're looking for efficient service when it comes to your telecom needs, I highly recommend this Telstra shop. Quick and easy – just what you want when dealing with technology!

We went yesterday around 4pm to the Telstra store want to change the phone plan, trade in my current phone and get a new iPhone 15. The female “manager” with an iPad spoke with us. She was being extremely unhelpful. Feels like want to drive the potential customer away. I was told I’m not Telstra customer won’t be eligible, but she wasn’t trying to provide further information how I can we join Telstra and be eligible. And we are told we can we only do the trade in online and through post office, it turns out we can drop the trade in phone to any Telstra store after completing the kingfisher testing. Rude and unhelpful person.

Beware! Telstra online sim activation process for any international passports is broken for more than a month now (confirmed by an employee), giving you validation errors. Also the support chat vai the app cannot help. It currently always requires a personal in-store visit to get your passport confirmed and sim activated. Problem is you (honestly?) need an appointment for the store and may not just queue. The appointment slots are sold out days in advance (even many employees wait idlessly, because few show up on time), where you cannot use the sim and plan you payed for. Feels like a rip off. The entry employee at this store was especially unhelpful and just sents people away also not allowing to return the bought sim card (and not telling you before that their registration is broken). Better use another provider as international traveller. UPDATE After going through the activation in another store, many colleagues of the employees also seem unaware of the problem and do not understand what they are doing; the process usually takes about 30-45min per person, and is rather complicated. The underlying issue is with the backend system Telstra uses for its core network (admin interface supplied by Ericsson) and the employees have to trick the system into accepting the passports by creating multiple, incomplete customer entries and then combine them. The root cause is the querying of the middle name part of ones name in the passport from the government visa database for telcos, which is used for international passport verification. If you have no middle name in your passport, the problem is more unlikely to occur.

The greeter seemed to be fairly uninterested with new customers. Put us in a queue on her iPad and wasn’t happy to engage with us or give us an estimate of how long we might wait. After 25 minutes we left without our prepaid Simm plans! Poor customer service.

Staff was really good at helping me out.

I come at 17:55 and they say shop closes in 5min!

I was most definitely happy with service from MR CONNOR from this store. He assistance me very well in the past with a new mobile phone and sim card. I will always recommend Telstra to my friends and family because MR CONNOR was gentleman. Best, Wei Hung.

I cannot commend Josh and Courtney highly enough for their customer service and professionalism. There were a myriad of issues with my account which, despite my best efforts, remained unresolved for three months. From the moment they began to look into these issues they actively listened to my concerns and apologied sincerely for the way in which the account had been handled. I was informed by Josh that he would be following it up with their technical department and and the problems were resolved within 24-hours. If you are having difficulty with remote assistance I would recommend going in-store for help. Thanks guys!!

Robyn was helpful excellent service

Great Service!!

Terrible customer service. Manager Tamara verbally attacks her customers instead of helping them with advice on equipment to install due to Telstra network outage for days. Bad unhelpful attitude from manager and staff, making long term business customers wait for over an hour while a junior inexperienced staff ran up and down to ask for assistance, giving wrong equipment in spite of that and not at all apologetic when pointed out to her, instead countered rudely saying “I didn’t sell that to you did I ? No apologies for wasting customer’s time. All talk, no action and no empathy, concerns or responsibility. No wonder customers are leaving Telstra in droves.

We are from France and needed some plan. Val Miguel Bajamonde help us very well, it was quick, he was understanding and smiling. Good experience I recommend Telstra Mobile.

Great service from the staff

Really frustrating how each time I speak to Telstra I receive conflicting information. Cost is more than what I signed up for. They can't help me in store because the 'system is offline' so I have to leave and call Telstra again, but during my previous phone call they told me to visit the store. Why even have a store? What a waste of time. Get your processes sorted.

Nice place

Michael helped me out today, he was extremely helpful and has incredible costumer service skills. He solved a couple of problems I've been trying to resolve for weeks. He was amazing, thanks a lot Michael!!

Went here on Sunday morning, the staff were amazing, very attentive, and kind. The reception lady is very friendly and helpful. Jasmine who help us get setup with the service were very professional and knowledgeable. This is my first experience with Telstra and I’m really happy with it, wouldn’t even look at other store in the future.

I recently visited Telstra Melbourne Discovery to purchase a product but experienced a disappointing service. After waiting over 30 minutes, I was informed that I couldn't opt for the desired 12-month plan despite my high earning potential according to their system. This left me with the only options of either committing to a 24-month plan or paying additional funds upfront. I found this policy quite unsatisfactory and akin to a scam. However, I'd like to acknowledge the staff member who assisted me – she was extremely friendly, helpful, and apologetic about the situation.

Not much point going there they never have change if you like to use cash

Anthony was the most helpful, lovely young man. Highly recommend this shop for friendly service, & I'm an Optus customer. Charged my phone enough to ensure I could get home, as well as buy a charging lead. Outstanding service. Take note Optus with your lazy staff in Bourke Street

Wonderful and talented, Motoki and Anthony made my shopping experience very enjoyable. They have good product and system knowledge.

Unfortunately I can’t leave anything lower than 1 star. Telstra change the way they take payment with no notification, cancelling my phone with no way of reconnecting within 24hrs. No help from staff, I was mostly treated as an Inconvenience. Beautiful building though. So that’s a positive.

Could not help me. Had problems with the app and went 2 days without internet. At the store they sent me away.

Akshith was great, he needs a raise and promotion. Really nice gentleman. God bless him

I went to get a new ipad and found the customer service to excellent. The first staff member was professional and polite when greeting me and made me feel welcome. When I was getting the ipad, my order was handled by Jasmine who was very good, polite, professional and friendly. Thanks for the excellent customer service!

still waiting for my number to revert after a week. The service has been vague and dismissive whenever it was actually there.

I have called into the store 3 times 'on spec' as I need to sit down with someone to discuss new plan / phone. I was given the number and on four occasions I have held on and on until the message states "leave your contact details and we'll get back to you today. If you are calling after hours, we'll call you tomorrow". Even though I have on each occasion left my number, no calls have been received!! Business etiquette would suggest that you do what you say you will do!

Hi Tom, I have visited your store at 4.50pm today ( 2nd March 2020) and was disappointed and disgusted by the level of service your store have provided especially your the flagstaff store. Firstly I have been serve by your team member Eddie (P927554), He did not even check the stock level or even try to locate the nearest store with stock. When I requested to speak to the “Store Manager”. He quoted he is the store manager. I have check with other store and they mention Eddie is not the store manager. Could you please explain why your staff member impersonation them self as a manager? Why are your staff unhelpful in providing service when that their job? Please provide me with an explanation. Kind Regards, William Chiang

I had a purchase in-store with Motoki and it was absolutely a great experience! He’s very professional, helpful and patient. Highly recommended!

Very unprofessional staff. Causally chitchatting while having a huge queue. Expect to have a long waiting time.

I was unpleasantly disappointed with my visit today. I waited in line, wasting my time, so that in the end the store specialist sent me to buy a new phone in another store... many specialists were free and could just help me buy a phone. I didn't need advice or other help, just buy - give me the product and take my money

Friendly staff and customer service was great, staff gave honest advice for a new phone to match my needs. This store does get a little busy so there is a small wait to see someone there but have comfy seating to sit on while you wait.

Terrible service, we never got our glasses of champagne! It was like the staff have never worked in a restaurant before.

Received disgusting customer service today. My phone died during the day, I wanted to check my contract to see if I could upgrade. They wouldn’t accept my drivers license as the numbers are hard to read, they wouldn’t accept my bank cards x 3, Medicare card, health insurance card, forklift licence, Qantas card or my myki card as valid ID to check my contract, even though they had all my details on the screen via my phone number. Staff were clearly more interested in closing time which was 25mins away. Im appalled by the treatment I received today. Telstra you’re about to lose me as a customer.

Worst store Lest 8 messages rang over 15 times Their own staff from disconnections tried to call the manager many times no response I am still awaiting a call back as they are the only store that has the phone Telstra disconnections promised me my anxiety is through the roof and no one cares From 8.00 am - 11 : 58 am kept trying them no response and they don’t answer their own dept phones either So they don’t respond or pick up on main line or internal line

The service was okay ,a bit slow ,but in these strange times ,prob need to be a little more patient than usual.People understandably are a bit flat..As I am.Chris.k

Been to this place more than ten times. Every time invite shop always look different with a latest gear. Remember this shop located heart of Melbourne CBD, if you want to visit this store please be there in the morning or before 12, once 12 passes then all the office crowed get in This store has plenty of staff; however, buying a handset takes longer as lots of paper works have to be done.

Thank you so much to Jack Koah for his great help to me a couple of weeks ago at the store on the corner of Bourke and Swanston Streets, and generally to the people at the store. I appreciate it very much.

Told me they couldnt fix my problem. They just didn't care. Went to the Lygon Street store and they got it fixed.

Nothing much different

The waiting time here is ridiculous

One of the largest Store from Telstra near the walking zone on Bourke Street. Could be very crowded.

Always busy and staff are rude.

We got good service from the nbn contractor when we went for a contract of 20 mbps. Initially there were problems but Telstra sorted it.

Front of store reception 'Tushar' is good at nothing but upseting customers. He also claimed to be the store manager. Well, if he is, stay away from Telstra for life. If he isn't, guess who's good at training their 'front of house' staff. Well done Telstra.

Had a great experience the other day fixing my prepaid card after accidentally letting it expire overseas. Yes there was a wait and I had to book in for in an hours time, but when I came back at the time they got straight to me. Frank was super helpful and it all got sorted in no time!

I went in to change my mobile plan from 4G to 5G on a Saturday afternoon.The store was busy but they had a very efficient system in place. We were greeted and told how many people were ahead if us and how long it'd take to be seen. I love good customer service and transparency. We were served within 10 minutes. Great job Telstra.

Hard to get help.

Was asked by an email to visit the store to change phone.. Went in and they didn't know anythk g about it at all, so totally wasted half a day and parking fees for nothing at all. Crazy non communication between departments.

People, this is Telstra Heaven🥳❤️😍 I would recommend this Telstra. Come here directly if you want your issue resolved in minutes. The staff here are very friendly, know exactly what they are doing and you can feel that you are welcome and they are always ready to help. The Telstra experienceI had in this branch (Telstra Melbourne Discovery) changed the way how I looked at Telstra. Alice, you are the best! Thank you❤️ Now my number was successfully transferred to my son. And he even sign up for the $58 plan.😁

Refused to help me with sim problems. Very rude a about it. She even claimed to be the manager. Walked across the road, am now an Optus customer.

Came to testra to purchase a data sim for my Telstra Wifi 4GX dongle. Very Helpfuland professional staff that were able to fit me in for walk in service on 27 OCT 2022 and explained me all the plans and prepaid options and helped me to select the best for my needs. Services was set up and activated on the spot and the consultant helped me to get my dongle working.

Booked here for new home Internet. Got help from rozalija. She is really so patient and helpful, She explained everything very detail… Thank you Rose.

Good service, technical support is helpful in solving problems and sharing helpful tips on mobile phone set up.

I've been a Telstra customer since I was 18yo, that's a long time (I won't bore you with my age). Always found the staff and service to be helpful and knowledgeable. Only complaint I have is that, post-Covid, dropping in without an appointment and being served straight away, as it used to be, is now harder to do (it does happen but only if your query is a very simple and quick one). These days, my smartphone and laptop data and phone calls plan is quite cheap, $83 per month for 180Gb shared data. Reliability of network service is excellent in my experience.

Had the best experience with Hanika Shah. Other places wanted to charge me with a broken screen and I was worried about my data however no-one wanted to help even though I had a new back up phone. I was so stressed . Other places would not help to add SIM to new phone.Hanika took the time . For starters saved me money. I'm not savvy with technology. People just want to rip you off. So thank you Hanika and Telstra.Saved me $200.00 for great service.

This store has no clue how to do customer services. The Asian guy who stood at the entrance doing the Registration/Queue thing on 29th/12/22 around 11am to 12:30pm was rude and has no sense of customer service. You really need to train your staffs harder, or maybe change staffs

I'm commenting on the Telstra booking system, which is not limited to this store only. I went to three Telstra stores, including this one, to change from my previous plan to Telstra. They asked me to book a 1-hour appointment for the job that took them only 10 minutes. They were not busy when I went to the store. They keep insisting that you need to book first. When you want to book, they are booked for at least next 7 days. If you have an urgent task, you need to wait for days for 10 minutes job to be done. Worth noting that other providers are doing this completely online. That's a sham for one of the biggest providers! Now I understand why "they are always booked".

I have just finished dealing with Telstra in relation to my ageing father's account. It has taken far longer than it should have but at every step I have been supported by one wonderful staff member, Tran you are amazing and I am very grateful for all of your support and help. Thank you so much.

Jasmine from this Telstra store has helped me connect my home NBN internet. She is very knowledgeable and superb in problem solving with sharp attention to details. My situation was somewhat complicated, but she handled everything in one communication with amazing follow-ups to make sure everything works okay. Maybe, the best service I have ever experienced in the past 30+ years.

It was lovely meeting Joshua and Anna , they have been extremely helpful in resolving our issues and assisting us while buying new products. Keep up the team work! All the best for your future endeavours

I came here before the store closed but they refused to help me on my business

I’d been an existing Telstra customer for some years now and just wanted to upgrade my phone from an iPhone XR to the 14 pro max, over a 36 month plan - their customer service just went through the order steps on the website in front of me and then it failed at the credit assessment step but they couldn’t offer any explanation as to why, so that was already frustrating. Tried making the same order on my own at home a few hours later and it worked just fine. Such an unpleasant and unhelpful in-store experience - really disappointing since it appears as a kind of flagship store for Telstra. My partner and I had always had amazing in-store experiences with Telstra so not sure what’s going on here.

It’s the worst experience ever. I moved to the new area and Telstra is the only company providing the mobile broadband. I asked them to send the modem to my work address, but they put my residential address. Of course I was unable to receive it. They asked me to call StarTrack. StarTrack asked me to call Telstra. The order was returned to the warehouse in the end. I’m in no position to change the address. They updated my work address but put the wrong address again. I called them so many times before they sent the order. I told them the address they put down was wrong. They reassured me that they changed it, but actually no changed. I didn’t receive the order again. Now I have to wait again. If I have other choice, I definitely won’t go with Telstra. Hi Christina, I contacted through the Telstra app and direct phone call. I was told the address updated and suggested to call the nearest post office to locate where is the order. It is ridiculous. The customer service officer is not proactively contacting the client. The client has no clue and has to follow up and has to look for the order. It is unbelievable

Best customer service I have had in a long time by technician Vas. Thoroughly impressed. Saved me money and time.

This Telstra store is outstanding!!!thanks to vas the lovely technician who saved me time and fixed my phone quickly with a friendly chat:vas is an awesome technician I will be returning thank u vas u really saved my life cheers mate:time to go back and get the internet connected a super friendly store

Went to take out a new plan/phone as an existing customer (as my current phone was damaged) and was advised of a 2 hour wait! Apparently they don't differentiate between sales and "support" .... went across the road and I am now an Optus customer.

Appalling service and systems. For what you would consider a flagship store. Waited an hour just to return a modem after I was told I had to go to the post office to do so but then was told instead to bring it back to the store for a return. 3 people telling me completely different stories. While everyone at the store walks around like zombies refusing to even make eye contact or offer anything constructive to help. Store is now refusing to accept the modem. Even a donkey would have been more helpful or been able to problem solved this better than the useless staff at the store. Absolute embarrassment and joke of a company.

So rude people working there since the security until the staff avoid this telstra

Seems like I'll return to this shop💚💚💚💚