W Cosmetics Chatswood

Chenle’s Dolphin Laugh a month ago

Bad customer service. Two staff members were very attentive and helpful when I asked for assistance. However, when I was exiting the store after I had paid for a makeup base, put it in my handbag, looked around the store, and chose not to buy anything else, a staff member stood at the exit and demanded to see what’s in my bag. When she saw the makeup base, she said, “I believe this is one of our products.” I said that it is and that I paid for it. She demanded to see a receipt. While she did say sorry after I showed her the receipt, it was nevertheless a very uncomfortable experience and the first time I have been treated this way in any cosmetics store, including other W Cosmetics stores. If the staff members could pay close enough attention to see me put the product in my bag, how come they didn’t see that I paid for it right before that? Furthermore, during a previous visit to this store, a staff member immediately brushed me off with a “no” after I inquired about a product and agreed to check if they had it only after I asked again.

kelsey bernandi 3 months ago

I was already waiting at the cashier to pay because there was no staff at the counter. A lady walked in front of me, which I let go because I didn’t want to make a scene. But then she stepped away as if she was leaving, so naturally I moved forward to pay. Suddenly she came back, and despite clearly seeing that I had been waiting there the whole time, the cashier still chose to serve her first. Maybe there’s some store policy I’m unaware of, but basic manners and queue etiquette should still matter. It felt disrespectful and unfair, especially since I had patiently waited while there was no one attending the counter. What disappointed me more was that the cashier didn’t make any effort to acknowledge the situation or handle it fairly. Customer service isn’t only about processing payments quickly — it’s also about treating people with courtesy and respecting who was waiting first. The experience left a bad impression because it made me feel invisible as a customer.

Antonio Fazzari 4 months ago

Great experience, nice staff. I went here to buy my wife some lipstick and staff was extremely efficient in finding the product thru A screenshot. My woman has expensive taste , but Jiji was kind enough to recommend some quality alternatives. Wife enjoyed the other ones more than her first pick! 😂🤣

Yoojay Weir 6 months ago

Jiji was so helpful! I usually spend a long time in store trying to find my products and feel overwhelmed until Jiji came along and helped me with so much efficiency! Genuinely shocked at her professionalism and kindness! Her attentiveness made my entire day ❤️Thank you again!

Erika 8 months ago

Disappointing customer service experience on 14/12/25 at 6:50pm. I visited the store to ask a trainee retail assistant whether a particular item was in stock. I was told, quite dismissively, that “everything on the shelf is what’s available,” despite my past experiences at this same store where staff have checked drawers and back stock for items not on display. After some reluctance, the trainee did eventually look for the first item. While they were doing so, I politely asked if they could also check for a second item. This request was refused on the basis that they had “already checked all the stock,” even though they had only just checked for the first product. The interaction came across as unhelpful and inflexible, especially given that checking storage drawers is a routine part of retail work and something other staff at this location have done without issue. The refusal felt more like an unwillingness to assist rather than a genuine stock limitation. I expect better consistency and a more customer-focused attitude, particularly when requests are reasonable and made politely.