I emailed this to Ricahrd Goyder - CEO of Wesfarmers: As a CEO I am sure you get many emails from customers, I do hope you can find the time to read mine. I feel have been treated in an appalling manner over the last 5 months while trying to make a purchase through the Special Orders Desk. Bunnings had always been to me the ultimate in customer service with a very happy and motivated in store team. I feel that this began to slide around a year ago. I deserve a medal in either perseverance or stupidity for continuing to deal with Bunnings. All that I want to do is place an order, pay for it and receive my goods. Special Orders is a service provide exactly for that. I think I have suffered every possible poor customer service scenario in using this service. I went to the Ashfield Store on 19th January this year to enquire about 2 x ceiling fan light kits. I was told that they did not stock any light kits similar to what I wanted and to call back on Monday when there would be people on the Special Orders dept that could help. I did this and from that day onwards was caught up in a loop of calls, return calls promised but never received, hanging on phone for long periods. All I want to do is order/buy something! I ended up tracking down exactly what I wanted and contacted the Manufacturer directly on 4th February to see if they had any in stock. Imagine my surprise when they yes and Bunning’s can order them in! I went down to the Ashfield Store armed with the name and part number from the Manufacturer. I was told “oh, there is no-one here on weekends, we cannot order it until Monday and we have to get a price”. Fair enough I guess, I was getting closer my purchase. It is now March. Again, another long period of endless phone calls, promises of a callback that never happens. Finally, in sheer frustration I call the NSW State Office – who seemed interested in my plight, they said that the Store Manager would call me back. A woman did call on 7th April (not sure if it was the Manager) and told me she would order the light kits for me but I had to pay for them over the phone before they would do it OR go the Store and pay – there is no way I was going to do that and risk starting from scratch again. I was told the order would be 2 weeks. I was not given an order number nor sent any copy of a receipt, confirmation of order – nothing. Even worse no apology for this ongoing poor service. At some point I even filled in a Store Feedback form on the Bunnings website – but of course no reply – I was not surprised. I cannot emphasize enough how many calls I have made since January along with some visits to the Special Order Desk. There was even 1 visit made by my husband when we were told it was in – only to get there an find it was someone else’s order that was in (lucky them). Monday of this week – 19th May – I received a voice mail – my order is in. Thanks goodness, I can finally get this all over with and finally have a light in my bedroom. I call the Special Orders Desk, they tell me they have to look and see if it is in – I tell them that they called me – but they still had to check “out the back”. They call me back. How many did you order – I said 2. The girl tells me there is only 1 there and she will have to do more checking. THEN, to make it worse, she tells me thinks it is a stocked item at another store! Here we go again is all I can think. If you managed to read all of this , then I appreciate your valuable time. If my email can do something to help improve the Special Order Desk at Ashfield in NSW then all of this frustration will at least have had a positive result for other customers for the future.
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