AI reviews summary
The overall sentiment for Spotlight is predominantly negative, with significant frustration directed toward online operations and the "Made to Measure" service. While individual staff members at specific locations (Cannington, Frankston, and Bundaberg) receive high praise for exceptional service, these instances are overshadowed by systemic issues regarding order fulfilment, misleading stock indicators, and restrictive return policies.
Pros
- Exceptional Individual Staff: Specific employees at various branches are frequently highlighted for being highly knowledgeable, patient, and going "above and beyond" to assist customers with technical queries like sewing or fabric selection.
- Prompt Shipping for Basic Orders: When items are successfully in stock, some users report that standard delivery is relatively fast and well-communicated.
- In-Home Consultation Professionalism: Several users noted that the initial consultation for curtains and blinds was professional, with consultants providing helpful style and budget advice.
Cons
- Made to Measure Failures: There are extensive reports of significant delays (often exceeding 4–5 months), incorrect measurements, poor workmanship, and a "pay-in-full" policy that leaves customers with little recourse when products are faulty or missing.
- Unreliable Online Systems: The website frequently displays inaccurate stock levels, leading to cancelled Click and Collect orders or "split" fabric orders where continuous lengths are replaced by unusable offcuts.
- Restrictive and Opaque Return Policies: Users consistently report being refused refunds or exchanges for "change of mind" on items like pillows, frames, and clearance stock, even when the product is faulty or misrepresented online.
- Poor Post-Purchase Communication: Customer service is frequently described as "non-existent" or "robotic," with many users experiencing ignored emails, long wait times for overseas call centres, and a lack of accountability for lost or damaged parcels.
Verdict
Spotlight appears to be a reliable choice for in-store purchases where the customer can physically verify stock and quality, provided they do not require after-sales support. However, consumers should exercise extreme caution with the "Made to Measure" service and online fabric orders due to recurring reports of significant delays and unhelpful dispute resolution.
Buyer beware ! Spotlight online shopping is a separate business from retail stores and their online customer service department will direct you to the finely printed terms and conditions of sale rather than offer meaningful assistance. Disappointing experience all round.
My issue isn't that my online order was cancelled. Stock discrepancies can happen. My issue is what happened afterwards. My order was cancelled because Spotlight claimed there was no stock available, yet the product continued to be advertised on their website as "low in stock" and available to purchase. I contacted customer service to ask why they… Read more
were still selling the item if there was no stock to fulfil orders. After three emails, I still haven't received an answer. Instead, I received the same generic, scripted response twice explaining that stock levels can change, despite me repeatedly saying I understood that and asking a completely different question. To make matters worse, I was told to contact my local store myself, even though I'd already explained that the item had been in stock there when I ordered but was sold by the time my online order was cancelled. Rather than investigating the discrepancy, customer service simply shifted the responsibility back to me. I've since purchased the item elsewhere, so this isn't about getting a refund or compensation. It's about the complete lack of genuine customer service. If your concern falls outside a scripted response, don't expect anyone to actually address it. Very disappointing experience and one that has left me with little confidence in Spotlight's online ordering system and customer support.
Absolutely awesome service from the booking the measuring and quote to the installation of the blinds Roger was fast efficient and the blinds look amazing very happy with the purchase
Reviews with attachments
Their website is so clunky and not user friendly . I though I was a VIP registered Client because I went on line and registered and have been buying from our local store and receiving VIP benefits. I tried to order some items on line from their website today and wasted 1 hour trying to log into the online site to find out when you go online to… Read more
register and sign up as a VIP to go to a store you also need to reregister to shop on line. It is not the same as your VIP details at a store. I phoned to the local store manager who is always been amazing and helpful for help. She also complained their system is poorly designed and the store staff no longer get access to customer purchases history to assist with re ordering. There is no customer service phone number on their website, they want you to write to them so you won't waste your time, and they will never reply to so I got the customer service number 1300305405 from a staff member at the local store. Yep it was a oversea call centre and not very helpful. My company also purchase a lot of picture frames for work. Spotlight stocks and sells a product made by "Frame Depot" . WARNING do not bother with this product, they are poorly made from MDF and a single staple in each corner and they fall apart if you just look at them . We originally purchased 12 - 50cm x 70 cm frames ( $40 each ) and three were broken when we unpacked them. and 2 mounted frames just collapsed with the glass smashing all over the floor 3 months later. I hope this review gets back to the Field family who own Spotlight, Anaconda and Harris Scarf outlets because I won't spend my money but more importantly waste my precious time with a company that does not put their customers shopping experience first. at least companies like Ikea knows how to provide customer service.
- +1
Here's a polished version that keeps your point clear and firm: > I ordered a marble ornament through the website and was advised that the only store with stock available was the Mount Druitt store. Unfortunately, the item was packaged in a simple Spotlight plastic bag with no bubble wrap, protective padding, or even a box. Unsurprisingly, when… Read more
I received the item, it was broken and completely shattered. Marble is a fragile material, and I would have expected a basic level of care and common sense when packaging such a delicate product for collection or transport.
I am very disappointed with the lack of attention given to protecting the item, which resulted in it arriving damaged and unusable. A little care in the packaging process could have easily prevented this outcome.
- +7
I purchased a rug online from Spotlight Australia and the entire experience has been frustrating, stressful, and completely unacceptable. The rug that arrived looked nothing like what was advertised online. As soon as I received it on 21/04, I raised my concerns and requested a refund, only to then be told I would receive just $139 back from… Read more
the $695 I had paid. There was nowhere on their website that clearly stated this, and after I sent through comparison photos of the advertised rug versus what was actually received, Spotlight eventually agreed to provide a full refund.
However, despite this, it has now been over a month and I still have not received my money back.
The updates provided throughout this process have been completely pointless, with no proper or clear information ever given. I have had to continuously chase Spotlight myself for answers, only to be ignored for days at a time. The tracking information they sent was also confusing, showing the rug as “delivered” on 13/05 and then somehow “out for delivery” again on 15/05, despite the rug being collected back on 08/05.
What makes this even worse is that Spotlight kept blaming delays between themselves and their supplier, when that should never have become my problem as the customer. I purchased directly from Spotlight, not their supplier.
The lack of communication, accountability, and urgency has been beyond disappointing. As a single mum waiting on a significant refund, this entire process has caused unnecessary stress and financial pressure. I would strongly reconsider purchasing online from Spotlight again after this experience.
Sort out your stuff Spotlight and give me back my money!
- +2
Ordered blinds 5/1/26 two of the six blinds were the wrong size. No call centre so lodged a complaint online, took them till the 6th of Feb to advise incorrect size stickers may have been used on the boxes. Once opened all the blinds come with metal brackets hard against the blinds so all six are scratched and dinted some of the wood is cracked.
Wished to return 2 Tontine pillows purchased at Spotlight prior to Xmas (on sale for $29). Both pillows split after 2 nights of use. I was asked to phone customer service from the store and confirm proof of purchase. As a VIP member I expected the store could easily look this up. Customer service emailed me proof of purchase. The store refused to… Read more
provide a refund or offer a credit note. I was questioned about whether a dog had jumped on them or children had been fighting with them. Neither of these scenarios occurred. The implication was it was my fault. As the person assisting me said they had never seen them split like this she refused to accept the product was faulty or assist me further. This is terrible customer service. The material was poor quality with no give which is why both split in the same place. Appreciate they are budget priced but regardless strongly suggest do not purchase.
Poor quality blinds, including size shown on package for Brooklyn roller blind being way too small for window. Returned item for a different style replacement, only to get home and open the Moden Venetian blind that was already broken. My third return will be a refund and my last trip to Spotlight full stop! Show details
I ordered metal shelves with rubber feet for my Mum. They were sent in unprotected packaging. The shelves came bent and several rubber feet were missing because the legs of the metal shelf had pierced the poor packaging. I sent an email to Spotlight to ask them to send replacement rubber feet. All they did was refer the issue to the courier… Read more
company and take no responsibility for the issue themselves.
Avoid ordering anything online from Spotlight, they do not take care to ensure the product ordered is properly protected and do not take ownership of their own issues.
VERY POOR CUSTOMER SERVICE SPOTLIGHT !!
Could not see prices on shelf as many like 100's were not marked. When they did have a sale on material advertises clearly at 10 Lm then on check out told its $24 a lm. After politely asking to check as that is instore advertising after quite some time she collected the supervisor who said all the stock was in the wrong place. Suiting stock.… Read more
Then turned to the large markup tickets saying they were incorrect and removed them then begrudgingly said I could have them at the instore advertised price. 30 minutes wasted of my time on very poor service. Spotlight felt like to me they were not being transparent in their advertised instore transactions.
We bought 4 curtain lengths from Spotlight and even though there are obvious stripes, the person could not cut a straight line. I reckon there was a loss of almost a metre over the 4 curtains once both edges were cut straight. Please train your workers properly Show details
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Latest follow-ups
I would like to praise all the staff at Glenorchy store. Had dealings with a gentleman called Paul this week, he was amazing, helpful, courteous. Was… Read more
in Brisbane last week, went to a spotlight store near Forest Lakes, must say, absolutely disgusting, stuff everywhere, staff wasn’t friendly or helpful at all. They could take a lead out of our store here.
Follow-up · A smile & helpfulness can go along way. Paul was all the above & more, nothing was too much trouble. The untidiness of the Brisbane store, stuff everywhere down the aisle. I would just also just like to say, I have been a customer at Spotlight since this business opened in the beginning & I have been to many stores in Tasmania & Brisbane, I see… Read more
Follow-up · Hi everyone, yes I still shop at my favourite store. It is always a pleasure there. The layout is user friendly, staff are great. Staff member Paul was so helpful, friendly, understood what I was after, spent the time & advised me, after purchasing… Read more
I bought a king single KOO sheet set for a king single bed, and although I was impressed with the quality of the cotton, the fitted sheet does not fit in length. It’s too short and seems like it was meant for a single bed, not a king single which is longer in length
Follow-up · I returned the sheets. The packaging was marked KS but it wasn’t a KS. It was a S. There was no issue with Spotlight as they accepted the return.
had a very disappointing experience at Spotlight Wetherill Park while being served by a staff member named Maureen at the register. She was extremely rude and raised her voice at my mum simply because my mum politely asked how much an item cost. It… Read more
is part of customer service to answer customers respectfully, not speak to them as if they are deaf or an inconvenience. We spent almost $500 in the store, yet the service we received was unacceptable. Having worked as a retail manager for 10 years, I know this is not how customers should be treated. If a staff member is having a bad day or needs a break, that should never be taken out on customers. Here some basic customer service tips for the store manager greet customers with a smile, speak politely, and never scream at them at the register. This was my first and definitely my last time shopping at this store. Very disappointing experience.
Follow-up · I haven't been back to that store, or any Spotlight store, since that experience, and I won't be returning. Even though I made a complaint, I never received a response. Why would I go back to be treated badly by the staff again? I wasn't asking for anything for free I paid a lot of money that day and expected to be treated with respect. I'll be spending my money somewhere that appreciates its customers instead
Positive reviews
Went to bundaberg store twice today. Was very impressed with staff person Mikilah. She was very knowledgeable on different products and gave service with a smile. Made us feel important. She did not serve us the first time and was at the checkout with a large number of persons waiting and showed courtesy and patience. Second time was on the floor and went out of her way to assist. Fantastic effort for a young person Show details
Love Debbie at spotlight made to measure range she is the real deal she does such a great job measuring and organizing fitting everything she does is on point cannot fault her service if u need curtains or blinds fitted do yourself a favour and ring spotlight and ask for Debbie she is The Best.
Jennifer in the ready-made curtain section was amazing at Cannington She was incredibly helpful, patient, and knowledgeable. She took the time to explain the different curtain sizes and helped me choose the best options for my new home. Her customer service was outstanding, and she made the whole shopping experience easy and enjoyable. Thank you, Jennifer!
Negative reviews
I purchased 4 of a particular product at my local Cranbourne store, but needed 6. Fountain Gate apparently had this item AVAILABLE so went there, none on the shelves, team member checked out back and couldn't find any so told me to do a Click & Collect order as they should be available and be able to be found for a Click & Collect Order. My order… Read more
was initially confirmed that day, then the next day Spotlight cancelled it due to it apparently not being available. I went back online and the stock was available IF I paid $12.99 postage. So I did that to get the 2x $9 items plus $13 postage. Then when I received the shipping confirmation - I was annoyed to see that the items were being shipped at my cost from my local Cranbourne store that I could have picked them up from. Or, they could have been sent to the Fountain Gate store to fulfil the Click & Collect order that Spotlight cancelled. Poor form, Spotlight.
I purchased a box of 9 square frames 8x8 for photos 5x5. It was the last box in the shop and the packaging was slightly torn. A couple of months later I opened the box to begin a house decoration project to find that there were only 8 frames in the box. I went back to the store but they didn’t have the same product. No point even trying to find… Read more
staff to help you at the store because they are often hard to find or are too busy and unwilling to help.
had blinds fitted. piad for upfront and waited a month or more for install. installation wrong so had to wait for ten days for new part. that was fitted but broke down same day. Now booking in yet another appointment for them to come and fix the mess they've made . I would pay extra and get a business that knows what they are doing. after-sales service is appalling - particularly after paying in good faith up front Show details
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Recent reviews
The lack of customer care and service is unacceptable. I placed an order for collection , charged and no confirmation. I called the store only to be informed to wait . This has been 18 hours even though the website stated 2 hours . I cannot get help or assistance from anyone I even visited the store and the flippant disposition was blatant. How is this operation in business ? Show details
I am still waiting for my refund. I brought online, they came to my house but I was not there. They should have tried to call me, but no call at all, they send back to store in Melrose. I went to collect there, and I had to pay again. I have been trying to get my refund and no one has unswered back preperly just robot. I am so disappoing I spent… Read more
over $500. I called them they said that the driver was holding my things. Not good service. At the store they guy was amazing full of knowledge.
Further to a review from 12 months ago I have finally had another company quote to replace the curtains made by Spotlight. The fabric is better quality and at full price is almost the same as Spotlights supposed 40% off so be very careful of falling for what appears to be misleading advertising
Whoever designed their online ordering site had one thing in mind and that was to cause anger and frustration to the customers. After entering my contact number correctly a note appeared telling me to enter a valid number. Phoned the number displayed on screen for assistance and was told to drop the zero from my number. Who would think to do this??? Will never shop from these people again.
I must say…at.east spotlight online are consistent in service…always really disappointing. The majority of the time you order, especially for click and collect, the stock is actually not available. Now I ring ahead of time to check that the stock is there and ask them to remove from the shelf before I place the order to make sure that it is… Read more
actually available to me. …which has worked in the past…but today…I called and called and called the store..no answer so took the risk, ordered and guess what…no stock. Ordering for delivery is even more hit and miss…so stopped doing that all together. Apparently the stock levels are updated every 24 hours so the stock level indication is actually more fiction than actual fact. Will not be putting myself through this again…enough !!!!
I recently visited Spotlight in Lismore and would like to express my sincere thanks to Carmel Ovseev from the blinds department. She was extremely helpful and provided excellent customer service. I have very little experience installing Curtains, but Carmel took the time to explain the options and recommend the most suitable product for my needs.… Read more
Her knowledge, patience, and willingness to help made the whole process much easier. Thank you, Carmel, for your outstanding assistance. It was greatly appreciated.
We placed our order in January 2026 with a 50% deposit for sheers in the living dining area and a clothing wardrobe room. It is now the end of May 2026 and we do not have any installation. Part of the sheer panels for the wardrobe area has not yet been delivered to Spotlight, who requested full payment except for the missing sheer! We agreed to… Read more
pay the balance remaining for the installation of the living dining area, which we have done. The communication back and forth, and the delays, have been very difficult and disappointing, lacking responsiveness and fulfillment of the order within a reasonable timeframe.
Be VERY careful when making an online purchase from SPOTLIGHT. Most ONLINE purchases CANNOT be returned/refunded because of “a change of mind.” We’d purchased a (very nice) wall clock that did not suit the location that we were placing it because the colour of the hands on the wall clock did not stand out enough (hence unable to be read) against… Read more
the lighting in that particular area. Spotlight were not at all interested in a return or in a refund of our money.
Very disappointing and a slight on the brand - BUYER BEWARE!!
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