City Beach - Rouse Hill - Rouse Hill, NSW

Antonio L.

My partner ordered something online and/but when she got/received her order it turned out to b the wrong size... She opted for a refund which she could get/do in store... About 3-4 weeks ago Sat evening, my partner and I went into the Burwood City Beach store in the Westfield 2try n get tha refund but the little Indian gurl/lady at the counter that served us was not very helpful at all... We walked into that store hoping to get our refund n unfortunately walked with nothing but a sour taste in our mouths from the (lack of) service we received from that young woman and no refund... Last Saturday (10/8/24) we went into the City Beach Store in Rouse Hill hoping 2get tha refund... We weren't holding our breaths tho based on the previous City Beach store experience we had in/at Burwood... It was about 2pm... The reason I bring up the date and time specifically is because I really wana give praise 2the two young ladies that served us in this store/on that day... They didn't have name tags on so I can't name them here but as I said I want them to get recognition for their assistance n service that day... They were willing n helpful and my partner was able to get her refund! This was by far 1 of the best retail store customer experiences I have ever had!!!

Liz _.

The service was terrible here. I went to the changing room and the girl standing there insisted she hold the two pieces of clothing I was planning to purchase while I go and try another one. Next thing, she put them down on the dirty floor and told me to hurry up and go in the changing room. There were many people in line so I just hurried.

Next, I went to the cashier and waited for the girl to put the items through the system and then she told me the total price. I told her that was incorrect. The price tags told otherwise. The cashier said that the system was correct and not the price tag. Then I asked her to check with her manager. The manager said I was correct and they have to honor the price tag.

After I paid, I went out and the beeper went off. The girl at the door took the items and realised the cashier girl did not take off the beeper tags when putting it through the system.

Today's shopping experience at the City Beach Rouse Hill was not pleasant overall.

Mason S.

I have never in my life experienced a slower checkout line than this place. 3 people in line 20 minutes to checkout. The place has no air conditioning and the girls who work there wouldn't be able to differentiate between a cow and a chicken if they were both clearly labelled.

Jo H.

My son received a shirt for Christmas which was a size too small. It had tags etc still on it. I had the details of when, where and time of purchase. I was told they would call the tuggerah store where it was purchased for confirmation. After about 10 to 15 minutes of waiting I said that I would be back. When I got back about 30 minutes later I was told that the other store still did not call back.

What a joke...all I wanted was another size which I did not get as I did have better things to do than wait there due to poor customer service...I will never shop at this store again .

Rajiv C.

Delighted by the wonderful service of Natalie who was so patient and helpful and insisted on helping me what what I was looking for. She went over and beyond and admittedly her Manager Teiarn was extremely supportive allowing Natalie to help me find what was looking for.
We need more people like Natalie & Teiarn in the retail industry who are role models for customer service!

Sami A. W.

2 7 stars is a reflection of the quality of service at this place I've spent many years in retail stores working for them, browsing them and shopping in them.

This has to be one of the worst experiences I've had at a retail level. Spent $199 on Carrera sunglasses. 2 days later I lost the nose bridge off it. I took them back to City Beach, who gave me 2 options 1. buy another pair 2. Send them away to get fixed. I left the store and called the distributor for Carrera who asked for the model number on the inside of the frame. I gave them the details and they said "We'll send you a nose bridge for that model at no charge" simple. That's it one call I'm sorted. I'm a nobody off the street one call I got sorted you're a major distributor of their product and couldn't do anything to help me, does that sound right?

Mikaeel D.

Hopeless, they have young children at the counter with zero experience..rouse hill store is a mess, it’s literally a bomb site.

The (Asian decent) manager needs to learn how not to buckle with an irate customer, refunds are to happen regardless of ur “store” policy.
I had to teach them what they didn’t know 😄

M R.

I've always been a fan of City beach. Quality is always great and price are reasonable. I always shop online, however I had a lunch around the area so I decided to have a look at what is in store. I was in for about 5 minutes, and didn't see much of what I liked so I left, then the alarm rang. I was confused- one of the staff approached me and said if there was an item I forgot to.pay for- I said no (at that point I've only brought with me a small purse) I even showed her just so she don't speculate any further. Then my cardigan-which I bought online. She asked me to have a look at it.( Mind you this lady was the one who also saw me walk in and greeted me) I said what for? You saw me walk in with it on. At that point it was getting too much. A lot of eyes were on me and two people were stopping me by the entrance. I was so embarassed, and they are like "can you walk in to get your cardigan fixed(?)" - And I said to her- I paid for this item online and I've worn this so many times- you saw me walk in with it on? I was prepared to look up my receipt but then she's like "we can take whatever's causing the alarm off just go to the front counter- I'm like no. You can take it in if you want (I was cooperating) and I'll wait here. After a few minutes they gave it back- no apology whatsoever. I get that they are doing their job- but come on you can at least try to have some common sense when handling situations like this or at least be decent. Don't just judge and speculate someone without proof. I found a review about the scanners here that are malfunctioning - well if the staff are aware they should be considerate enough to acknowledge that. My cardigan did not have any security tags.