Lovisa - Preston (VIC)

5 /5 Parul Tomar: I want to thank Eleni (customer representative at Lovisa Northland), she helped me in adjusting my watch strap. she was so patient, calm and very helpful. Kudos to her for the amazing service.

1 /5 V S: Really poor customer service on 27/12/24. I purchased $20 worth of earrings and paid cash, giving a $50 note. The two sales assistants looked stunned and confused by the cash. One then said "whats your email address for the receipt?" I replied with "Im not giving my email, Id just like the receipt". Both girls at the counter continued to laugh, zero eye contact, very rude. They gave me the receipt and I was appalled by their behaviour. I walked out and realised that they did not give me my change so I went back. When I said that I had not been given my $30 change, one of the rude sales assistants said "oh yeah, my bad". I expressed to them how rude their behaviour was. Im bemused that a reputable retail store employs and retains sales assistants of such low calibre, they are really poor representatives of your business. I dont think that any amount of training can actually fix this.

1 /5 Sam: Had a pretty bad experience recently. The problem was not in store experience. I was served by a very lovely girl and she was very helpful but it was what happened after. When I got home, I realised she had forgotten to give me a receipt which was fine so I called in to see if I could get a photograph of the receipt sent to me. Whoever I talked to said that they couldnt send it through via the work email or work phone as it would bounce back so I asked if she would mind if she could send it through her personal phone (if that was okay with her) which she responded "yes, Ill send it through shortly." 1.5 hours later, I hear nothing so I call the store back and explain the situation again. A different girl who answered the phone explained the process again which was fine but I explained to her that I shouldnt of been told it couldve been done and she snapped back and responded "well, the other girl obviously didnt know." She got increasingly defensive over the phone which is probably due to some difficult customers in the past. I realised that I wasnt going to get anywhere, she wasnt listening from where I was coming from or even acknowledging that a mistake had been made. Its a classic defense mechanism by trying to put customers in their place. I used to work in retail so Im well aware of the culture. Im not trying to preach a right or wrong here. I dont blame the girl who served me that she forgot my receipt but I was told incorrect information that left me waiting for 1.5 hours for this receipt. I ended up going to the store in person to pick up my receipt and I believed I was met the girl who was rude to me over the phone. They already had my receipt printed out. I was asked, "What was your name? (random name) was it?" Which again reiterates she really didnt listen as I didnt even give her a name on the phone call. Safe to say Ill be avoiding this Lovisa at all costs. Cant be bothered dealing with this hostile attitude.

1 /5 Neha Rani: I visited this store yesterday and was extremely disappointed with the pushy staff. Despite clearly stating that I didnt need assistance, employees repeatedly approached me, making it impossible to browse in peace. I felt pressured and uncomfortable, as if my personal space was constantly being invaded. Its frustrating when you cant even choose items yourself without constant interruptions. If I need help, I know where to find the staff; I dont need them to force it on me. This experience will definitely disappoint anyone visiting the store.

1 /5 Susan Cunningham: I bought a pair of ear rings, when I got home saw the pearls were different size, didn’t keep receipt but had proof of purchase on my bank app as I paid with a card. When I called the store the girl was rude, unhelpful and just didn’t care. Customer service chat were a lot more helpful and authorised exchange or refund.