Wallace Bishop - Mount Ommaney

Abysmal customer service - disgraceful attitude of management (Belinda) and staff member Isabelle and cringe-worthy mishandling by both of a simple watch repair under warranty and subsequent complaint re: same. Purchased an expensive timepiece which failed under warranty - however is not the reason for this feedback. Watch returned to the Mt Ommaney store to be sent away for repair. The manager Belinda said she would try to have it back within 10 days and would provide an update closer to time. No update. 3 phone calls (unreturned) later and received a text to say the watch was ready for collection at another store (Riverlink) so took time off work to drive all the way out there only to find out that the watch was not there - and to be told it was back at Mt Ommaney. So travel all the way back there only to be told by Isabelle it was still away for repair. In the same conversation this staff member made a highly inappropriate personal comment. Apparently this initial stuff up (oh, it gets worse...) is attributable to the manager completing the order on the wrong form and "an automated message sent in error." Another 4 phone calls to try and reach manager Belinda (all unreturned) over another 2 weeks to Mt Ommaney store - each time told by staff "oh we've sent the watch away to Seiko and it takes 8-10 weeks at least for the manufacturer to sent it back." (a very different story to what we were initially told) and finally phone Head Office. The very helpful receptionist Lucy - to her credit this team member did all within her power to try to help and compensate for the diabolical lack of customer service and respect shown by her colleagues and superiors - made contact with the store and repair section and then told me that ONLY THAT DAY - some 21 days since watch first dropped off to the store for repair - that Wallace Bishop had sent the watch to Seiko. I repeatedly asked for the State Manager Jamie Minns to call me - left multiple messages via head office and the store (during which had to - unfortunately - speak to the VERY discourteous/ down right rude, and inappropriate behaving Isabelle to leave messages) yesterday, only to then have my partner and I begin to receive messages from the until now elusive store manager Belinda - who now and only now decided it is time to try and contact us back. The receptionist told me that complaints had to be in writing - presumably the State Manager was too busy closing store/s to take the time to return a call to a disgruntled and significantly inconvenienced long term customer. Oh Wallace Bishop - what has happened to that quality, family owned business that was founded on a vision of delivering quality jewellery and outstanding, personalised service. From the QLD State Manager, down to Store Manager level and down from there the behaviours and attitudes displayed by many of your people is atrocious. And please take into account when read this prospective customers that my partner and I were meant to be high value clients - we have spent over $12,000 in a 6 month period in this store both on the watch and engagement ring however clearly this means nothing to Wallace Bishop - they have taken our money and treat us as they have. Shame on you Wallace Bishop. To the side of this, if you are thinking of buying jewellery, you would be better served buying from a dodgy online fake-jewellers than from this place - you'd probably get better customer service and what you buy would probably last longer and be better quality. Run a mile buyers!!!
1 8 years ago (13-04-2017)