I have shopped at Bunnings Warehouse at various stores in Melbourne, Ballarat and now Sydney, having renovated 6 houses in the last 20 or so years. I shop there because I find it convenient and reasonably priced. I have spent conservatively more than $50,000 during this time. Over the years I have come across various levels of incompetency and unprofessionalism, but nothing so great as to warrant serious follow up. However this week at Lidcombe store in Sydney it was the last straw. As I buy a lot of items (and spend a LOT OF MONEY) at Bunnings, I naturally regularly have items that are returned to the store - usually excess items that were not needed or bought too many of, and sometimes change of mind due to the renovation process. I have never returned a faulty item, until earlier this week (Thu 18 June 2009 to Lidcombe, NSW). I had 2 items, one door bell that had been removed because it no longer worked, and a door closer unit that had a missing adjustment screw which mean it didn't work at all. I held on to the door bell for a couple of weeks and then the door closer was incomplete so took them both back to Bunnings Lidcombe. As I walked in the door, the returns person (Jackie), walked out past me. She recognises me because I shop there SO often. Inside the store another person was asked to help me. I asked her to exchange the items which were faulty or had stopped working after only a few week. She wasn't particularly helpful and phone "James" (a manager), who promptly came over to tell me that because I didn't have my receipt with me that I cannot get a refund. I won't go into the ridiculous altercation that followed, except to say he was rude, ridiculing and lacking in any positive customer service. I told him that I had been shopping at Bunnings for years and require an EXCHANGE ONLY for the faulty goods. He refused, and also refused to supply me with their policy, instead directing me to their website (which is all very well if you have a computer). Their website states that faulty goods will be either refunded, exchanged, repaired or a similar item supplied. It states NOTHING about requiring a receipt for faulty goods. I contacted FAIR TRADING NSW and they advised that Bunnings should exchange the goods, and if I can't find the receipt that a credit card statement is sufficient. I complained to Bunnings head office in NSW and was dealt with suitably by their staff who said they would look into it. In all fairness they did contact me promptly to tell me to come back to the store and they will sort it out. When I came back to the store I was greeted again by "James" (a manager) who instead of doing what was required of him, decided to lecture me and repeat over and over how they are doing me a favour as the goods I returned will need to be thrown away, and that under no circumstances I am to return anything to their store again unless I have a receipt - WHICH IS IN BREACH OF THEIR RETURNS POLICY - see: www.bunnings.com.au. I told him that as the goods were faulty was I expected to just throw them away and waste the money I had already paid to Bunnings to purchase them. I asked him if he wanted a "soap box", and later if he thought I was deaf or stupid. Eventually he shut up and then had the gall to tell me that I need to take the items out of the store with their knowledge so that I don't get arrested! I could have pursued the matter further with him, but in the end could not be bothered. I had other shopping to do, and spent a further $150 that day - but only because I was under pressure for time. I can tell you I will never shop at Bunnings again, and I'll tell everyone I can about the shocking treatment you will be dealt if you happen to strike the wrong person at Bunnings. Had Jackie been behind the desk when I arrived I would have not had aANY TROUBLE WHATSOEVER, and would not be writing this diatribe. By the way the items I returned retail for less than $20 each. How ridiculous and unfortunate.
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