Lovisa | Ryde

Iu2019d like to start this review off by saying that I work in customer service myself, so I know how it can be dealing with customers particularly when it comes to refunds and exchanges. That being said, the treatment my friend and I endured at Top Ryde Lovisa on Thursday the 15th of January was absolutely disgusting.nnI purchased a set of flat back surgical steel studs at Lovisa Chatswood earlier today. When I took these studs home, I found that the screw on one of them was broken, and that you couldnu2019t tighten it all the way up, it just kept spinning and would rattle and fall off. After discovering that the studs were faulty, I made my way to Lovisa Top Ryde (as it was my closest store) to get an exchange.nnWe walked into Lovisa at about 4pm and were greeted and asked if we needed help. I explained the situation and said that I hoped to get a refund or exchange and that I had a receipt for the faulty product. The woman I spoke to immediately said that they could not do exchanges for products purchased at a different store, because u2018they have a different pos system and we just canu2019t do itu2019. I explained again that the item was faulty and my reason for wanting an exchange was not due to change of mind and she said sheu2019d ask her manager. The manager came out and repeated the same thing except she added that they also could not do the exchange because the item was a pair of earrings. No staff member inspected the item before denying my request.nnWe left the store and went to the Lovisa website to get more information on the exchange and refund policy. The website states that items can be returned or exchanged to any Lovisa store regardless of where the item was purchased, so we went back in and asked if they would honour this. The woman I was now speaking to who I believe to have been the manager (?) began saying that they could not process any refunds or exchanges for earrings due to sanitary reasons. I explained how that shouldnu2019t be a concern seeing as they were broken when I opened them and not resalable, and she repeatedu2014quite unprofessionallyu2014u2018yeah but itu2019s earrings, sou2026u2019nnI tried to explain that I work retail myself and know how these things can be, but that refusing to offer an exchange or refund for a faulty product is a violation of consumer rights. She just kept repeating u2018yeah but itu2019s earringsu2019 and told me to go online and email customer service and have them deal with it. The manager also said under her breath u201cwell you work in retail too, so you should knowu201d.nnI left again, feeling extremely defeated, and the friend I was with decided to call customer service to get more information. The customer service rep we got onto was extremely helpful and lovely to deal with, she asked if we would be comfortable going back into the store with her on the phone to help us get it sorted. She asked to speak to the staff member, so we handed the phone over to her. After the rep spoke to her, she processed the refund for me without issue, despite having previously insisted that it would be impossible and against their policy.nnI would advise against ever visiting this particular Lovisa at all, let alone in an attempt to get a refund or exchange. The entire interaction left me feeling upset and completely disregarded. Having worked customer service for ten years I cannot imagine treating a customer like this.

Walked in just after 9am (Saturday) no other customers yet the person working there couldnu2019t even be bothered to ask if I needed help (I did) just busied herself at the computer and on her phone. No such thing as customer service now I am finding.

The 1 star rating was very poor customer service.nnVery rude and arrogant their canu2019t call other stores to find what I want find in the store.nnDate: 15th October 2025 Time: 2.15pm