STRAND St Lukes

Got 3 bags. Just sad last night at Sylvia Park saw this nine west 7mins to closing the sales person can't see price on the system :-(

very poor customer’s service. I simply asked about warranty on my luggage and lady over was so rude and not helpful at all about the process

Sadly my experience with the service at the St Lukes store was poor. I bought a carry-on suitcase at 5.30pm on Sat and when I got home, I realised that the wheel cap was missing. But because I wouldn't be able to make it back before the store closed at 6pm, I instead went back at 10am on Sun when the store opened. When I asked the retail person for an exchange, with the receipt and item in its original condition, she said that she did not want to take this suitcase back as she wouldn't be able to sell it to another customer, so I can't exchange it. And to exchange it, I needed to prove it was a manufacturer's fault. But because they check the suitcases when opening from the boxes, she said it couldn't have been a manufacturer's fault. She said that I could go to another Strandbag store as they might exchange it instead.So I then went to the store at Lynmall, and the team there honoured the exchange no fuss as I met the return policy requirements (original condition with the tags, receipts, etc). The service at the Lynnmall was fantastic in comparison.So feeling extremely disappointed with the service at the St Luke's store and that they wouldn't honour their return policy (which states that we can exchange if a good is faulty - it doesn't mention manufacturer's fault only on the receipt).

Went in to have a look at the hand bags as l cannot get the good range at Lyn Mall store, the customer service is awesome, as soon as one of the ladies saw looking, she approached me and asked if I would like some help. After looking l was served straight away for my goods. Good store to buy all your bags etc.

Marvellous selection of new seasons Guess bags. Staff very friendly and helpful, I chose my Guess bag and as I was wanting a blue bag, so had to choose another brand

Sadly my experience yesterday was not professional. I've asked him if he has a new item at the back for that item and he immediately said no. I told him that there's a scratch on the bag and he immediately said it's just a pill-off sticker but it's obvious that it's a different scratch and not a pill-off one and even told me that they don't have other item besides that. I've roamed around the store and found exactly another one (without scratch). I've tested him if he has another color for me with the same model and immediately he said only those 3colors but then again, I've found another color (besides those he told me) on a different spot of the store. It is really disappointing that he don't care about his job. He should've at least look" for it than saying immediately no."

Purchased a medium size backpack. The youngest guy was very helpful and pleasant.

I was told by customer service via email to take my suitcase to a Strandbags store to claim the 15 year warranty that my suitcase had. This warranty was a big selling point pushed by the Strandbags salesperson when buying this suitcase. My email to customer service clearly outlined (written description & photos) that both of the external zips were faulty & broken on my suitcase. When I took it into the store I was told zips are not covered by the warranty & was given the number of a repair shop that I could contact at my own expense. I have only used this bag twice since I purchased it and only for domestic travel. I have now wasted a lot of money & time on this bag. The quality of the customer service (both online & in-store) and the suitcase is terrible!

Great bag selection! Just wish my purchase wasn’t muddied by a brief rude exchange with the salesperson when I changed my mind to buy a higher-end bag. Otherwise, she was super helpful.