Mazzucchelli's 1049 Magid Drive, Narre Warren, Victoria 3805

"Had a pair of earrings priced and advertised in the window at $799, once my husband got to the counter they scanned at $999. Refused to honour the ticketed and advertised price Offered a free cleaning kit instead as if that made up for the $200 difference in cost Needless to say we did not shop here and would not ever again"

"I’m extremely disappointed with the customer service displayed today by the assistant store manager at the fountain gate branch. On Saturday I purchased two Tissot watches as gifts, one for my husband and one for my son. The watch I had purchased for my son did not fit him and upon purchasing the gifts, I was not given any information regarding the watches. I personally don’t purchase many watches and so I wasn’t aware of the specifications, the salesperson did not advise me of any details either. I wasn’t told that the leather strap sizes could be ordered in, or that it was battery operated and not automatic. Since the watch isn’t what I was looking for I went back today to ask for a refund as the store policy clearly states that we’re eligible for a refund if the product is not accurately described at the time of purchase. I don’t know much about watches and my basic expectation would be for the salesperson to detail some of the specifications and give me information about the watches I’m buying. The assistant store manager was incredibly rude in her manner of speaking when we explained the situation. Instead of helping me find a solution, she was condescending in stating that we should have known better and that it was our responsibility to ask questions about the specifications, even ones I didn’t know existed. If I was a watch enthusiast who knew what to ask for that’s one thing, however I clearly mentioned that I was buying it as a gift and didn’t know much about watch specifications. The assistant manager initially wouldn’t even check with with the person who sold us the watch to confirm what had happened and when she finally did ask, the salesperson confirmed that she didn’t mention the specifications as she’s a new recruit who was still in training and repeatedly apologised. The assistant manager then used this to further ridicule us in saying that we should have asked questions about the specifications since she was in training, even though we did not have any way of knowing that she was a new recruit. I feel like I was cheated in this whole transaction as in the end, the assistant manager refused the refund and instead chose to be rude, made my daughter and I feel uncomfortable in the store, and treated us as though we couldn’t afford the watches. Definitely wouldn’t expect such service in a high end store and certainly not from someone in a position of leadership, whilst the other two workers were nothing but kind, friendly, and apologetic for what happened. I’ll definitely be looking into filing a complaint with ACCC for this treatment and for being refused a refund on reasonable grounds. No doubt I won’t be a returning customer and would much rather be shopping from Salera’s."

"Before you paid, everything was good. The saleslady Kelly is nice and accommodating. However, once you have paid, you are nothing! The after sale service is terrible! The manager Noel is a nightmare. Unable to measure the length of the bracelet correctly yesterday and I needed to wait for them to fix it for almost an hour today! Meanwhile she only prioritised those new customers. I was there to ask for the adjustment service first but she asked her colleague to do it for another customer first and kept me waiting for 45mins. She even blamed me for asking for a Saturday adjustment service! They were helping me to enquire about another Longines watch which needs to be ordered through Longines directly but now I will not take it just because of her unethical, unprofessional and rude services."

"We had Kelly help us throughout a diamond necklace purchase that we had to get from head office. We had been looking around for a while at other retailers and found that do get a diamond of the quality we wanted we almost had to pre buy so they could get it in. Not with Kelly, she organised a beautiful solitaire to come across which we loved. Her service was so good I bought a Swiss watch from her as well"

"Kerry at this Mazzuchelli’s branch in Fountain Gate was absolutely amazing. Polite, courteous, considerate and extremely respectful with the way she speaks, and the way she handled everything. I thought she’s the manager of the store because when my finance was giving issues she was genuinely helpful with guiding me towards making the right decision. She helped me through my first ever finance purchase and handled everything with poise and class. Highly recommend people to ask for her advice as she has exceptional customer service standards."