Bevilles Jewellers | Southland - Cheltenham (VIC)

1 /5 Natasha Hokin: I used to come to Bevilles Southland because I liked their service and sales representatives attitude. They were always very attentive , professional and helpful, I always felt that I am not a number, but a valuable customer! However after last few visits my opinion has changed simply because none of the previous employees were there:(. New team is not enthusiastic, does not know stock and has defensive attitude.. Oh, and appearence! I was served by woman with bitten short nails, which is absolutely unacceptable in a jewellery store!! She became abrupt when i mentioned to her that earring clip didnt lock properly.. It looks like some changes happened in a company and customer service is suffering. I wont go back !

1 /5 Melanie Brooks: Terrible service - after wearing a bracelet twice it broke so I took it back to get it fixed or replaced but the Manager (guy with the man bun) at Bevilles southland refused. He was extremely rude and kept saying that it was ‘impossible for the chain bracelet to break’ accusing me of deliberately breaking it, not sure why anyone would do that but it was extremely embarrassing and I hope one else has to deal with this treatment. This was a $450 gold chain bracelet, I would expect faulty items are replace or fixed :( Next time I will buy from Michael Hill, much better customer service.

1 /5 Jack Hakkennes: I recently visited the Southland store to request a replacement for a faulty item I purchased online. After just one wear, the links became stuck together, clearly indicating a defect. However, instead of providing a replacement, the staff informed me that they did not have the item in stock in there store and that my only option was a refund. I was told I would need to repurchase the item from another store at full price—despite originally purchasing it during a sale, meaning I would have to pay an additional $80. The staff member I dealt with was extremely unhelpful and dismissive, showing little concern for my situation. Under Australian Consumer Law, I am entitled to a replacement for a faulty product, and it is disappointing that the store was unwilling to provide a fair resolution. This experience has been incredibly frustrating, and the lack of customer service and understanding is unacceptable. I expect better from a reputable brand and will be escalating this matter further if it is not addressed properly.

2 /5 Anthony Young: Really poor customer service experience with one of the staff members at this store. Fortunately, another staff member, an older lady, was empathetic and apologetic, which slightly redeemed the experience for me. However, I believe there are some important areas for improvement: 1. Waiting 20 minutes for a click and collect order is unacceptable, especially when the store wasn’t overly busy. With presumably three staff members on duty, at least one should be available to handle quick tasks like click and collect to ensure smooth service. 2. The younger staff member I dealt with did not greet me or acknowledge my presence, even after I had been waiting for 15–20 minutes. In contrast, the older staff member made an effort to greet customers, even while assisting someone else, which was appreciated. A simple acknowledgment goes a long way. 3. For the younger staff member to respond with a comment like “we have a lot of customers here” after I expressed my frustration was both dismissive and disappointing. During the entire time I was in the store, she was focused on assisting a single customer with a watch repair—even though the customer clearly stated they were happy to pick it up the next day. Instead of acknowledging or prioritising myself and other waiting customers, she chose to complete the repair immediately and even walked into the back room to finish it. This approach showed poor judgement, particularly during a busy time of year when waiting customers should take precedence over non-urgent tasks like repairs which could be done during quieter times. While I understand this is a busy time of year and can be stressful, it is essential for staff to manage their time effectively and treat all customers with respect and courtesy. To be clear, I am not condoning any mistreatment of staff by customers, but constructive feedback is important for improvement. Thank you again to the older staff member for her kindness and professionalism. I hope the younger staff member can learn from her example.