Nike Warringah Mall 145 Old Pittwater Road, Brookvale, New South Wales 2100

"Perhaps my lack of understanding about the operation of different Nike stores is causing me to find their "store credit" policy to be unfriendly. A while ago, I purchased a pair of shorts as a gift for my son, but they did not fit. When I returned the shorts, I received store credit for $45. Unfortunately, due to COVID-19 lockdowns, I was unable to use the credit. Despite visiting both the Nike stores in Chatswood and Warringah Mall several times since the lockdowns ended and purchasing items like sneakers, shorts, and a water bottle, I was unable to use my store credit due to various reasons. The staff members apologized for the inconvenience and informed me that my credits will be extended. However, every time I went into the store asking for update, the status is always "checking with head-office". the process was frustrating and left me feeling undervalued as a customer. I now feel uncomfortable shopping at Nike stores and every time I pass by them, I feel a sense of apathy towards them. I am willing to let go of the $45 credit, just as an feedback to the store operators that I believe that prioritizing customer satisfaction and making them feel valued is the key to building a loyal customer base."

"Hi Team, These days doing just enough in a job seems to be the norm so, it’s important to call out excellent customer service when I see it. I’ve recently returned from Germany where I purchased fly knits from a local store in Hamburg. I noticed that my left foot felt loose like the shoe was the wrong size so I thought I’d visit Brookvale, explain what is happening and throw the long ball hoping for a miracle to see what could be done. The person who served me was James and he was immediately empathetic to my situation. He could have easily said “we are franchised sorry and cannot help.” However, he instead took a closer look, thought about it and gave me some possible reasons for why they could be feeling the way they do. He said although he couldn’t help due to the fact they were purchased abroad and being franchised, he gave me customer services contact details to see if anything could be done. In my opinion, he handled the interaction like an absolute expert and should be used as an example of what good customer service can achieve. i.e this review! So, as I went on with my day I thought more about his advice and possible reasons which one included possible stretching somehow. This then made me think and call the store abroad and remembering who I was because of my tattoos and Australian accent the manager confirmed one of the shoes indeed was on display solving the mystery. Simply, the shoe was stretched from people trying it on where the other did not as it was in the box. In my mind the matter is resolved and ask James to be commended for his great customer service. It’s people like him more businesses need so hold onto him or, I’m sure he’ll be poached! Thanks James – you’re a bloody legend!"

"Do not give refunds, only credit notes or exchanges for any item (non-sale or sale items). Archaic level of customer service and this policy is not advertised front and centre or advised at point of sale. I’ve been buying items from the Nike Stores for a decade and will never shop there again. Outstanding example of short term thinking/policy making."

"Shopping meant to be fun but staff at the Nike store in Warringah Mall made it a very horrible and uncomfortable experience. I need to used my driver licence to buy a pair of sneakers are you kidding me? The sneakers I was buying was just a simple pair of shoe nothing special.The staff there ,especially the Asian girl in the counter was rude and demand my driver licence for the purchase ,other wise she won’t allow me to buy the shoe.I felt intimidated through the whole process with my family .The treatment offer by the Asian girl at the store was very unprofessional especially representing the big brand. Iam a customer not a criminal.Maybe Nike need to do a background check before customer can make a purchase."

"The staff at the Nike store in the Westfield Warringah Mall were very helpful and friendly. The shop is easily accessible with lots of wide spaces to move around and view the products without difficulty. They sell casual and sporting clothes, shoes and accessories for men and women."