Spotlight Reviews 

ordered 2 rugs online on 5/3/25. Made calls and emails to their overseas customer service team.
They never sent products blaming the supplier of goods.
They refunded me for both rugs today despite one of them still being advertised as available.
I had asked repeatedly for the available rug and an alternative to be sent to me. Ignored.

Took over a month to tell me they refunding item because they cant find it - dont refund all of postage!! charged postage for item never posted! only refunded part.
Took my money straight away - online no help at all - phone calls no help at all
just a scam this company

The website is a complete nightmare to use. Pop ups that continue to pop up so it takes twice as long to order anything

Met the fabulous in store expert Joy @ Spotlight Tauranga, she has a wealth of knowledge, experience and know how, quick to find anything to sew anything, she even makes her own jeans to perfection, incredible kind lady who deserves praise…thankyou Joy you are a treasure.

Really disappointing customer service. Ace from head office Melbourne was very unhelpful even though the error was Spotlight's because they did not record my purchase on my VIP (what a joke) account. Refused to offer any way to resolve. Will not shop again.

I would give ZERO stars if I could, anyone who runs a business, take notice, Spotlight is a Masterclass in how NOT to operate a business that is customer service focused. Middle & Senior Management are the most over paid wannabe professionals. They must be company lifers with no expectation of leveraging their experience to get better jobs. The staff are not trained to care about serving customers and their systems prove it.

Trying to get some one out to do a measurement and quote.
Dreadful service

Bought what I thought was 2 super king flat sheets along with other items in the 40% off if you spent $110 sale in November, as Xmas present. When the items unwrapped at Xmas, one of the sheets was a fitted instead of flat sheet.
Tried to exchange the sheet, but would have had to pay an extra $55 as the sheets were no longer on special, and I could not get a refund as Xmas was outside the 28 day refund policy. I asked if I could have a store credit instead and this was refused as well. Very disappointed Spotlight

Plenty of shop assistances in store (Joondalup WA) but no one seemed interested in serving people. Waited 27mins for sale assistance to measure and cut a piece of ribbon for me.

Very poor customer service from Kim at the Nelson branch and no manager on site to resolve any issues. Rude employee that requires customer service training, terrible attitude. Maybe upset that she had to work on New years day. I eventually got a refund and won't spend my hard earned money there again.

Pretty good company overall. They offer a $5 incentive for 'click and collect'. Sometimes their products are a little pricy, but they have good specials if you register as a VIP. I spend a lot there.

I ordered a frame from Koo on the 5/12 which has not arrived. This morning I finally found a number for Koo customer service and to their credit, they rectified the problem and I was sent an email stating it would be re sent. All good. Just 20 minutes later, I receive an e mail saying they have cancelled the order and I will be refunded. This was a Christmas gift and I'm extremely unhappy that you have left me in the lurch one week before Christmas. And to add insult to injury, the refund did not include the postage I had paid so back onto Customer Service to get that problem sorted. I do not recommend shopping at Koo. Unreliable and uninterested. Shop Online elsewhere, Koo is not worth the risk. Lesson learned.

Thank you Spotlight! Your service was fast, efficient and perfect. We were kept very well informed along the way regarding confirmation of order, ready for postage, delivery track and arrival. Spot on Spotlight, you know your stuff. Jenny and John McPeake Hamilton

This company needs to get their their customer service into gear never in my life have had such terrible service .All we require is a copy of original receipt it’s taken since the 10 th till 12 th to hopefully get a copy we had it on our phone they don’t except that never shop again at Spotlight again the item is faulty 2 containers have large scratches on the all we won’t is them replaced .

Disappointing customer service
After an error of colour on my part when ordering an item online, I contacted Spotlight immediately after placing the order via the portal explaining my error and asking for help. The swift reply stated they had tried to call me but they had not - it also stated they cannot help. After stating I had no missed calls on my phone and asking for a refund, I did not receive a reply. I know how hard it is to exchange items with Spotlight, the policies need to be reviewed and staff trained to be honest. Poor customer service and lying staff! It's such a shame as I've had great experiences with in store staff previously.

My Disappointing Experience with Spotlight Made to Measure Curtains
I want to share my unfortunate saga with Spotlight’s Made to Measure curtains service, in hopes of saving others from the same frustration.

After weeks of poor communication and lack of service, I finally managed to get someone to address my concerns. While they acknowledged the issues in writing, their resolution was deeply disappointing. Spotlight offered me two options:

A discount of $250 for my troubles.
A refund of $629.11, less than what I paid ($1103.21), despite them not delivering anything at all.
This offer essentially credits them for their costs, as if the time, effort, and stress I’ve endured have no value. It’s disheartening that a company as well-known as Spotlight would provide such poor service and an unbalanced resolution.

In today’s world, we’re cautious about scams from overseas purchases, but this experience with Spotlight—a trusted domestic retailer—is unfathomable. I regret not reading the reviews beforehand; since sharing my experience, even my hairdresser mentioned she’d never heard anything good about them. That speaks volumes.

A Word of Warning
For anyone considering their Made to Measure service: think twice. I wouldn’t wish this hassle on anyone. I’m sharing my story in the hopes that Spotlight reflects on this and improves, though based on my experience, I wouldn’t hold my breath.

Absolutely appalling customer service!
My first order I have had to complain 3 times.

Firstly I ordered 10 items and they decided, one of those items I needed to pick up. I advised them I paid for delivery and that I am currently sick, why would I drive a 50km round trip for one item when I paid for everything to be delivered.
Secondly, I was charged for delivery, when it states free delivery over $120. I spent over $130 but was told due to one item needing to be picked up, it dropped the total to $115. Again, I told them, this was not something I selected, and I wanted everything to be delivered!!!
thirdly, my items arrive, and I am missing another item. I have have a deadline for work within 5 days and need this item delivered to my home address.
I don't believe they will fulfil this request as each time I email them, the responses take longer and longer to respond.
This was my first online ordering experience, and I have a business that would have utilised Spotlight frequently. Due to all the above issues, I will take my business elsewhere and advise anyone else to avoid to online service at all cost.
Extremely disappointed! I now have to scramble to meet a deadline and not pass the disappointment on to my customers.

Started out with a great consult by their Rep however problems then ensued… definitely not happy with the end result & lots of issues in-between. Wrong brackets sent for installation & part of the order not sent for installation. Second visit a number of weeks later & still had wrong brackets. Finally, following installation - on-going concerns include Verishades which don’t cover entire tract - gaps at ends, the wand sits at front of the verishades & detracts from the overall look, one wand is crooked & hangs at an angle, some Verishade panels don’t sit straight & are uneven at bottom. Bedroom curtains are nicely pleated at top but drop unevenly & again detracts from overall look, definitely need more fabric but was told could only have 1.5 amount of fabric and that would be perfect.
Overall far from a pleasantly aesthetic look in any room and I am extremely disappointed… I would not use or recommend again & will be replacing as soon as I can afford it - it has been a very expensive exercise. Lack of care or concern from the company representative was also disappointing.

.Manukau store Black Friday.
If your having a sale putting four overfull trolleys with other various large boxes in the rug floor area is poor planning and stupid.
I complained to the two staff members serving me...no acknowledgement so I asked for a manager and it was one if the person's serving me, what a joke.

Spotlight Fountain Gate store is fabulous and Pauline at the home furnishings/material counter was absolutely wonderful with her help and expertise. I have to also comment on the lady who was at the help desk at the front of the store who was also very helpful, friendly and courteous. Overall a great experience.