Salera's 352 Princes Highway, Narre Warren, Victoria 3805

"I bought a watch from here about 18 months ago. My watch had stopped working so I took it there, lady sent it for servicing/initial checkups and asked for 8 weeks time. Fast forward 4 weeks I picked the watch all cleaned up and running (apparently had to change the battery with no cost) . Really happy with their service and professionalism. The lady at the front desk was really helpful. Would definitely be back !!"

"WARNING DONT BUY FROM HERE I have had the worst experience since 2018 when my husband purchased my engagement ring from here! He then got the 2 weddings bands as well. 1 and half hours to just drop my rings in to be sent off for a clean. What a joke And then pay for each ring individually as they can't do them together. I have all my receipts and paper work since the rings were purchased and they have faded (as they would) and they still need them to send them off, why cant all your paper work be on the system with all my information?"

"I tried to get my watch repaired under warranty today, but the staff have no knowledge of Australian Consumer Laws. First they insisted I show my warranty card, then tried to argue that the watch had to be sent to their head office for assessment to determine if it was actually a warranty claim. This would take 8 weeks, they said. They didn't even look at the watch to see if if it could have been fixed in the store. Any competent watchmaker could fix it in five minutes. Here's a quick lesson in consumer law: 1) The warranty exists regardless of a store's processes. 2) Consumer laws override any store policies. 3) The warranty and contract exist between the store and the buyer, not the head office and the buyer, nor the manufacturer and buyer. 4) A warranty card is not required to get something repaired under warranty, just proof of purchase, which I had. I'll be taking the watch directly to Seiko and telling them about the 'service' that I got. (The one-star rating is only to get the review up, btw.) Update after store's response: I can see why your staff had no knowledge of relevant Consumer Laws, you don't either. Quoted directly from the ACCC's website: "You can claim a remedy from the retailer if the products do not meet any one or more of the consumer guarantees...", "The retailer can’t refuse to help you by sending you to the manufacturer or importer." "Since 1 January 2011, the following consumer guarantees on products and services apply. Products must be of acceptable quality, that is: safe, lasting, with no faults look acceptable do all the things someone would normally expect them to do." "Businesses must provide these automatic guarantees regardless of any other warranties they give to you or sell you." Your staff did not do anything at all to "provide a great customer experience". They didn't even look at the watch. They were solely focused on whether I had the warranty card and actively discouraged me by claiming the process would take at least 8 weeks. I explained that the bezel ratchet spring simply needed replacing, which should only take a competent watchmaker 5 minutes. The correct response should have been; "leave it with us, I'll get our watchmaker to look at as soon as they can and let you know". Your requirement for them to send the watch to your head office highlights the fact that neither you, nor they understand the law. My contract of sale exists with the retailer, not your head office, as indicated above by the ACCC. I also cite the relevant case law of Donoghue v Stevenson 1932. (Note the correct use of the word, "cite"?) I've wasted too much time on this. Expect a call from Consumer Affairs Victoria. You tried to suggest your voluntary warranty was my only protection under the law. Luckily, it's not. Please refer to the Competition and Consumer Act 2010."

"NEVER AGAIN! These people do not even deserve a single star. The ladies working Thursday nights are extremely rude and stupid. I do not understand why do people like them get hired in a customer service/sales position when they have 0 ZERO behavioural knowledge. First off all they sold a (discontinued) guess watch for $300+ to my fiance and online price was only $110. If it was $50 more expensive it is okay but it's 2 times the price it's worth. Secondly when we took it back there, the ladies straight away very rudely said, 'we don't price match online - speak to manager who was apparently not there and couldn't be disturbed as well. So my fiance left his contact details and the manager came back to us the next day with no resolution. We had to contact their head office to be able to get store credit who were helpful. But the sales ladies need some good lesson or belong to a butcher shop not a jewelers."

"I purchased a 18th birthday ring for my daughter. It needed repairing after approximately six months. I needed to return to the shop 3 times, as their computer wasn't working. They finally got their computer working so could put it through as a warranty repair. Two weeks later, I received a phone call to say, it was not under warranty. They wanted me to return to the shop to pay for the repairs before they would start work. I went to the shop and asked for my ring back. They said they would have it back to me repaired urgently by the next week. Two weeks later, still no ring. They said it hasn't been started yet. I told them I wanted it back not repaired I just want my ring. Still waiting ... I will never go back there again."