Telstra Hurstville

Very bad service. someone doesn't know what they want to do.very careless poor customer service.all they using their own language.not professional dealing with customers.not respect people.totally waste my time in the store .plz try to find other closer store. highly not recommended.

I recently had given a very good feedback about the shop’s service and buying experience. However it was let down this time by unprofessional attitude of a male staff in Telstra outlet, Westfield Hurstville . The man didn’t want to even answer my question and wanted to shut down the shop half an hour early . Besides he didn’t want to attend to any customers whereas the competitor Optus was very welcoming even 5 minutes before closure . As a loyal Telstra customer this was a very bad customer experience . It’s time Telstra rethink about their policies and offer better customer service training to their staff.

My wife bought a phone recently and had to access her online profile. This could not be done online as their systems were bad and the online Support agent told us to visit the Telstra Shop to have her identity verified.We went to our local Telstra Shop in Hurstville and was met with an obnoxiously rude individual named Charlie who blatantly refused to serve us and lied to us on several occasions. We wasted 2 hours going from shop to shop until another Telstra agent informed us to go back to the store. Miraculously, another agent at the store was able to solve the matter within 10 minutes.I would not have written this review had I seen the vindictive nature of one staff member, most likely the name individual above, write defamatory, malicious and vindictive fake Google review as a form or payback. I will ensure no other customer is treated this way again and will escalate it, even to the CEO if I have to, to have this matter fully investigated and handled.

The branch at hurstville Westfield next to Optus has a horrible service , one of your senior staff needs to change his rude and horrible attitude.( I think he is a Filipino)It seems that we own him a favour, by asking him questions n he is showing a I do not care attitude, this attitude will certainly set a bad example for the two other staffs there, .. .Looking back those reviews, I think nothing had changedPlease do something about .

Shaun was very helpful excellent customer service, professional I have been with Optus for over 10 year their customer service is nowhere near as good as what I received from Telstra, Shaun make switching from Optus to Telstra seamless he was very professional and informative on what I'm getting with my service. Highly recommended will never go back to Optus again. Thank you Shaun for your help

Not bad, but not too impressed.. they need to know we can read the brochures,, we go there coz we need extra information, or any deals we dont know of.. if they are just handing over the brochures,, whats the need of a store, we can go it get it online..

Thank you to the Team at Telstra Hurstville. I needed a same-day phone replacement for work and thanks to excellent communication between the staff I was able to make it in time to set-up an account just before COB. Special thanks to Sean and Charlie for expertly and patiently troubleshooting the many technical issues that arose. Four stars for the existence of so many technical issues.

The most appalling service I have encountered and I am a NEW customer!Bought a phone from JB Hifi on a Telstra Plan on 27/2. Tried setting up online access to my Telstra account that night but required a username and was never informed if I had one set up. No where on the Telstra site does it inform you what the default username should be. Used the online Telstra system to generate a username but a verification was never sent to my email or phone despite numerous tries.Spoke to an online Support agent named Cherry L. who informed me that I needed to visit the Telstra store to authenticate my account with ID.This was absurd as she asked me 8 questions to verify my account before reaching this conclusion.As soon as I walked in, I was met with a defensive and rude manager named Charlie, who flat out refused to assist me and told me that I should go back to JB as their system had access to a special Telstra portal to change this. He clearly stated his system was limited in what could do with my account and that JB had full access to my account. I informed him again that online Support suggested that I should come into the store but he insisted.Went to JB and they informed me that they always had issues with people from Telstra but was happy to assist me. I then saw them basically log onto the same portal as I did for Telstra customers on their website, which failed as I had experienced. They told me to download the Telstra App and was speaking to online Support through my App!! They said they were limited in what they could do so I should speak to Telstra online Support again.The agent on the online chat again told me to go to the Telstra store to have the username and OFT verification set as they needed to witness the ID. I was absolutely appalled when the manager - Charlie said “oh you again” and then asked how I went. He stated that JB should have sent Telstra an email to request this. He then made an excuse that because I had created the account just yesterday that I should wait till I get my first bill before being able to access it. He then stated, he “might” have a way to assist me. He then took the phone off my hand and closed the window of the online Support chat.The manager spoke to Sean and informed him just to “send a request - that’s it”. Sean served me and was very pleasant. He logged into the Telstra system and it seemed was able to enter all my details without any issue. The manager walked past and stated that JB should have been able to access the same system. BUT WAIT, didn’t he (Charlie) tell me that they were restricted in what they could do through their own system? And wasn’t JB meant to send an email to Telstra??? Sean was able to verify my account and assisted me all the way till I logged onto my Telstra online account.This manager was not only rude but flat out lied! I would like to commend Sean for his assistance. The manager, however, should seriously removed from the Store and never be representing Telstra again. I applaud Telstra for being firm with verification but the process is ridiculous as this should have been a seamless process online. Secondly, if you are having issues with your business partners (JB Hifi) then perhaps senior management should be aware that this relationship is at the cost of customers.I wasted 1 hour online and another 1.5hrs at the shopping centre getting the run around between Telstra and JB Hifi.Remember, this was my 2nd day as a customer with Telstra and already the service is appalling. I cannot imagine how the next 12 months will be…… I have lodged a formal complaint with Telstra and will notify senior management also.

After been rudely treated by a big bearded Asian guy on Sunday I decided to leave a comment here. And I’m not surprised that there are many comments about the bad service.Here’s a comment 3 months ago: “I'm sorry to provide this feedback on some poor customer service provided by a big man with beard always sitting on the far left corner of the store.”I believe I met the exact same guy with him. That man was extremely rude and impolite that he pointed at me by his finger twice when we are sitting face to face. He was asking his supervisor when he did it like this. Any more ridiculously, after I told him I’m using Boost mobile his attitude became even worse immediately. He laughed and then told me he did not serve Boost customer (as well known, they belong to the same company, and Boost staff told me to visit Telstra store).I was really angry about him and asked his name for complaint. His laughing face disappeared then shouted at me “You’re not Telstra customer!”That’s the whole story. It seems this Telstra representative thought that I didn’t have the right to make a complaint because I was not an honorable Telstra customer. And it seems Telstra really doesn’t care about the comment here. You replied the comment 3 months ago and that guy is still there.P.S. He told me his name is Nate but I don’t think that’s his real name.

Brilliant customer service from Nate and his knowledgeable colleague the Hurstville Telstra store today. I needed to pickup a new business internet modem in place of one that was faulty. Nate was an absolute legend as he sorted through the background of this ticket (issue was months old, 3 failed modem deliveries by the business internet folks, plus unhelpful & deceitful service from the Castle Hill Telstra shop). Nate not only sorted the modem for me in quick time, but also sorted a modem booster order that had been stalled by the process. Telstra you need to clone staff like Nate and his colleague and deploy him right across all the Sydney Telstra shops. Thanks Nate!