"Unbelievably disappointing service."

I ordered a pair of shoes from Glue on the 28/11/19 - the item was dispatched reasonably quickly however, upon receiving the package the box was basically tattered and contained a completely different pair of shoes to the one I ordered. I contacted support shortly after, who first asked me to travel from south east Sydney to either Parramatta or the CBD (a 1.5+ hr return journey via public transport) to a store that had stock, so that I would receive my goods before Christmas - and refused to send stock to a store near my residence. I told the agent that this was unacceptable, to which she said she would provide a return label and express post the correct pair of shoes as soon as she saw movement on my tracking number.

Two weeks, several phone calls to support (which by the way, just ring out), and three emails later I finally manage to contact support who tell me that my shoes have been returned and processed but the replacement pair were never sent. The second support agent told me that if I wanted the gift before Christmas I would need to travel into Parramatta or the CBD - again, a 1.5+ hr return journey minimum via public transport - and that she would not send stock to a store closer to my house for me to pick up.

Yes, it is a busy time of year, and yes, mistakes do happen... but here I am, almost an entire month later and two days out from Christmas with no gift to put under the tree and no effort made to reconcile the string of mistakes made on their end. I would recommend taking your money elsewhere, as judging by the way they have handled this, Glue clearly do not value their customers or their return business.

One word: unacceptable.

"Keep Shopping Elsewhere - not worth it!"

verall, the quality of support I have received is extremely appalling. I could be easily confused for thinking Glue don’t have a coordinated system for managing customer service. But then again, I don’t really know which is worst when reflecting back on my overall experience: 1. Glue’s online system which isn’t up-to-date with the current Australia post systems or recognising not everyone lives in a house to receive mail, 2. Glue loosing my parcel in the mail, 3. Glue saying they would express post my lost mail once they found it but never did, 4. Glue ignoring my emails on where to re-send my parcel, 5. Glue sending me two different pairs of white Superga shoes which were in the same box, 6. Glue failing to notify me when they had received my return parcel, 7. Glue ignoring the four emails I sent over the course of the week to get an update on my refund after passing the 7 business days of my receiving my returned item, 8. the subtle attitude I got from customer service when explaining my issues with Glue, 9. Glue failing to acknowledge their poor Customers Service and just saying “I’m sorry” for the unnecessary and lastly lucky 10. the nerve of Glue to keep sending me emails asking about my rating of your customer service.

"Poor customer experience after website mishap"

I ordered a Crumpler bag online during the black friday sales event this year, which was listed as in stock. I was informed by customer service the following Wednesday that the item I had ordered was no longer in stock and that the website's stock levels were delayed during the sales event, so it was actually not in stock at the time of purchase. I was disappointed as I could have purchased this bag on sale elsewhere had I known that it was out of stock. I asked Glue Store customer service for compensation due to missing out on the sale event and they declined, stating that I had received my refund which I should be satisfied with. Amy from customer service did not seem keen to reach any sort of compromise, but I am not sure if this is her perogative or a directive from her boss. Disappointingly a poor service all round.

"Absolutely disgraceful...I asked size…"

Absolutely disgraceful...I asked size 13, she ( Britony M) and the male salesman went back to the shoe cupboard and brought out a box to try those on knowing there was no 13 size I then bought the shoes and found out they were to small .i check the size and it was 12 size. Tried to take them back without box and britony says that she will exchange if I bring the box .i subsequently brought the box back then britony says she will no longer refund , exchange or anything.
I’m a veteran of war and find this store the most egregious people I have ever come across totally despicable. Ian

"WORST CUSTOMER SERVICE"

Terrible terrible company, they pride themselves on customer service and I did not get that once. The staff members at the highpoint store are just rude and don’t help at all. They never once greeted me maybe because I’m not some super tall skinny model, I will not ever ever put money into this company again. At least when I go to universal store I get treated how a customer should be treated. I am very annoyed at the fact I have never felt comfortable entering superglue store. They are biased and are too busy talking to other staff members maybe you should hire people who actually care about the customers because without us you’d have no business.

"Avoid Gift Vouchers from this Glue Store"

Avoid purchasing gift vouchers from this business. We were given a gift voucher that had expired by ONE day and it was not honoured. We lost a significant amount of money but more so complete trust in this business and the unfair and inflexible way they operate. There are good stores out there that are fair in their dealings with customers. This is not one of them.

"Purchased on their site on 13 Nov 2018…"

Purchased on their site on 13 Nov 2018 with click and collect but didn't get any sort of notification for collection. Contacted their customer service on Facebook chat, Website live chat, and sent in emails on 5 occasions but received no replies. Terrible experience.

I decided to drop by the store (World Square) to check in with the staff and they too didn't receive any notification of the parcel. However the staff there was really helpful and lodged a complaint on my behalf. Much more help than the online guys.