Sent the wrong product and another product missing. I have tried numerous ways to address the issue without response. Customer Care line goes to message bank and no response to email after 1 week.

The online store service is horrible - unable to advise if two patterns ordered are actually available even though your website shows that they are.... have tried to contact them regarding this and so far have sent 3 emails - no response, have spoken to customer care after being disconnected 4 times, have been promised call backs that never happen and when I do speak with someone in authority - they tell me that the stock that is listed on the website MAY be available and there is no guarantee that it will be fulfilled even if it is shown as available. No wonder I shop overseas and stores in Australia are failing if this is the level of customer service offered.

Do not order online.

They sell things that are out of stock but refuse to cancel your order. They expect you to just wait until whenever they may get around to sending it. Which in my case was just one small $7 item from a $50 order.
Opened a dispute in PayPal and they just sent PayPal the tracking info for the single small item as proof they had sent the whole order.
So I now have a 7 packet of cheap crappy elastic for 50 bucks.
Seriously avoid the online shopping. Personally after this I am avoiding them altogether and going to lincraft and others

I have ordered 2 items it says( your delivery arrive in 2-5 business days) I've waited for nearly two weeks, Then one of the item arrived I ask the delivery man where is the other Item he said he had no Idea. I just want to ask how long do i have to wait for the other item to be delivered.

Easy ordering. Great communication, fairly good delivery time ( stock had to be pulled from multiple locations so understandable there would be a delay). I'm super pleased with all round service.

Ordered online. Got a dispatch email. When I clicked on the tracking number it doesn't exist. Wait a couple of days, still doesn't exist. Can't call them, send them an online enquiry. Takes 3 days for someone to reply and say they need to get someone from the 'tracking dept to deal with it. 2 days later another message, barely readable, that states yes tracking number is wrong but your parcel is on its way. Still no parcel. So email again and ask for the proper tracking number so I can investigate where my parcel is. No answer after another 3 days. Still waiting. Such crap service. Doubt product was even sent

I ordered 13 things from spotlight that have all said they're in stock on the 8th April. So far I have received 3 emails saying 3 products have been shipped separately and three emails saying 3 products have been cancelled as theyre not in stock and I will receive a refund. I am completely shocked at how appalling this is. Why not get the whole order together then ship it as every other company I have ordered from has done? Never ever again.

Purchased an item online with estimated delivery time 3-5 days (this was the reason I ordered online). 18 days later and still no sign of the product. Made enquiries by email, no answer other than an auto-generated email saying they would reply in 48 hours, NOTHING. Left a message with the 1300.... number NOTHING. Have been patient with the Covid19 stuff going on, but no excuse for the lack of response. THIS IS BEYOND FRUSTRATING.

Ordered two sets of sheets, email confirmed it would be delivered in two seperate deliveries....received one parcel, still waiting for second set.after a week of first delivery
Where do I contact main office to enquire about when I will receive second set of sheets....not impressed as being in lockdown as I am over 70 ..and can’t go out to shops

I did not receive my full order. My Order History shows my order has been completed which is incorrect. I am still owed 2 items. I cannot contact anyone to let them know. The call centre is closed due to the coronavirus which is understandable, however their email does not seem to be working. I don't know how to let them know my order has not been completed.

Very recently I ordered yarn online, because of corona restrictions -on a Saturday. Had prompt notifications of order, and received it on the following Friday. Living 500kms from Melbourne, I thought that was fantastic service, especially given the negative comments here.
Thanks Spotlight online, I can now get on with my project - a rug for my granddaughter.

I thought it was marvelous when spotlight went online. however recently I'm very disappointed . taking into account of the covid-19 lockdown and maybe having to source my order. I have received no information nor notifications about the long delay other than what was stated when I was buying my products. I find this rude and poor management practise. Thank you

I have ordered online many times, usually apparel fabric cut to order. The orders usually arrive within 2-5 working days. I have only once received the wrong fabric, out of about 30 different fabrics I've ordered. I can't make it into the store with 2 kids under 3 so the $10 shipping is absolutely worth every penny. The website can be quite painful to search at times though. Also, the fabric compositions aren't as detailed as they could be. Instead of saying something is polyester cotton, it should have the percentages of each listed, and the fabric weight (GSM). This is sometimes supplied, but often not.

I ordered 3 large roller blinds, waited more than a month for them to arrive, then cancelled the order. I cancelled as numerous emails received little or no response, and the tracking number they gave me did not work. Apparently the couriers had no record of my order. Another 3 weeks later and I'm still waiting on a refund, and I can't get a straight answer from Spotlight when I will receive it. I have been told they will still charge me the $20.00 freight costs!

Absolute incompetence, and it’s clear that there is no communication between different departments within the organisation.

They sent my order to a completely wrong address. They then took a week to respond to my email asking them to look into the error. After that, I simply advised them to cancel and refund the order. A couple of days later I received a phone call, where they advised me that the order had been returned to them, and they wanted to verify my address. I repeated my request that a refund be issued, and this was done. A week later, I received a response to my email asking for a refund advising that a refund wasn’t possible! Utter incompetence - avoid ordering online.

Purchase products online came in separate deliveries never received it all missing the block out curtains but because we signed for 2 of the lesser value deliveries because that's the way it was delivered they will not help with missing items spent over 250 and don't have product and no refund. Worst service.

I ordered 3 sets of large window blinds as I do like the quality of Spotlight products. However after several weeks they still had not arrived. The customer service online took so long to respond, and when they did they gave me a tracking number that didn't work. So many enquiries later, with no response from Spotlight I cancelled the order. Now I'm being told my refund will not include the freight charges of $20.00. By all means shop in the store, but avoid the online service!