I wrote yesterday about my drilling experience with Bunnings. I wrote also to Makita head office and Bunnings head office. Today received a call from manager at my local store: "we have decided to wear the cost and replace your drill". This was the outcome I sought. If you have a good case, push it and don't give up. Thanks Bunnings
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6 months ago I purchased a Makita battery drill/driver specifically for a decking project I was planning. While sinking decking screws the drill gave off smoke and ceased to work. The Bunnings staffer I spoke to told me the drill had been misused and could not be replaced under warranty. I argued that the drill was used in accordance with the manual. He claimed it was the wrong tool for the job and I should have sought advice from staff prior to purchase. I still claim that the drill was used as per the manual and should have been sufficient for the job. A $300 tool should be expected to perform for at least the year under warranty. Their warranty return policy seems to be to belittle and insult the client and shirk from legal responsibilities. I'll tell a 1000 "do not purchase tools from Bunniongs because they care not about their customers".
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So many whingers. If people took the time to spell properly and use grammatically correct paragraphs and sentences, one could take their complaints seriously. Unless one can spell and communicate effectively (properly) in English, why should anyone listen? By the way, does anyone think this forum reaches the powers-that-be at Bunnings?!!! So funny to think you do!
Also, the parent company is 'Wesfarmers', not 'WesTfarmers' as one idiot proclaimed!!! If you don't like the service, vote with your feet. No one wants to hear whingers. Find a better product/ service at the opposition and stop using a forum such as this to inflate your ego. "I will tell everyone I meet not to shop at Bunnings" - Whoopee!!!!! Do you think a company such as Bunnings cares?!!!!!! More fool you.
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I went into Bunning North Parramatta on Saturday to enquire about a few items. In particular, a clothes airer, pergola and garden shed. I spoke to Ray, who was very helpful. I asked Ray to come back to me on the following as I wanted to order them soon:
1. Are these items available and if in stock not how long it would take to obtain them
2. How much it would be to deliver; and
3. How much it would cost to install.
Today i received a call from a lady who asked me if I checked if the items were in store and then proceeded to tell me that Bunnings does not install items and they cannot recommend installer. She proceeded to tell me that it was easy to install these items.
Now, I was made to understand that Bunnings does do installation or if they didn't they would be able to recommend me another division / team that would do so.
I find the response was absolutely useless. The point is not about whether I can install myself but I wanted it installed and am happy to pay the installation costs and delivery costs as I don't have the time to do all of this myself.
What annoyed me the most was the completely unhelpful attitude of the lady that called. She didn't answer any of the questions I asked.
If you want business please don't turn your customers away.
After this, you can be sure that I'm going to go to Mitre 10 or any one else that has these items to get it. Even if it means I have to install it myself!
Regards,
Annoyed
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To all of you. I personally apologise to u. I have worked for Bunnings for around 5 years. Before that, a teacher and 2 degrees. I find working for the company, brilliant, amazing and stimulating. We try our best to make sure that all our customers, our community and our personal lives, are looked after. Again I apologise for some of the less than optimal service and skills. The texture paint story hits home. I did a similar thing! Stupid! I had just started. You should never had had to go through so much crap.
As for returns. Yes, like any other business you should provide a reciept. If the item is faulty, it is upon the business to provide evidence that it is. Bunniings adheres to this policy. Again, however, if a customer brings back an item that does not confirm to their needs or is faulty, then Bunnings policy is to allow it return. Without a reciept, you must provide id. Unfortunately there ARE thieves in this world. Sad. U probably are not one, but in the same way we now scan people for bombs on planes (all people) Bunnings asks that you pay for your items from the tool shop at the tool shop. Some product is over $1000. Each.
All tradies know this.
To some of the, let's say, "worked up" people. I have dealt with you. In general, I get you to love me. I'm great that way. Not to say I haven't dealt with despicable behaviour, foul language and bizarre assertions. All on a Saturday morning in front of many children and their families. Frankly, I find it abhorrent.
Remember, the person you are speaking to is a person. Try your best not to treat them as anything else.
A Bunnings Team Member
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The short stocky lady brown hair who works behind the tool counter at bunnings North Penrith, on most days is a rude bitch, she thinks that all customers who enter the tool department are shoplifters.If she was allowed to strip search you she would. She even accuses customers of forging signatures and demands to see there drivers licence.
We are account customers and spend thousands every month, as soon as the American chain Lowes/Masters opens its doors we will not be returning to bunnings.
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my husband went to bunning today he was looking for a rangehood he asked a worker can u plz teel me where is the ranghood she told him where it was when my husband went to see it the was only 1 ranghood and it was in the box my husband went back to the worker and asked her can some 1 olz help me with the ranghood she said to him in a rude way the there is no 1 to help u and we don't help any one here u have to found any thing u want here than he asked her to call him the store manager a guy come but my husband thing that he is not the store manager they did not gave my husband her right name what they gave him her name was RHANDA special order the guy that come to my husband name was greag he said he was the store manager my husband was there around 4pm on the 28/6 2011 .yhank u i look forword to hear from u
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We had applied two coats of Dulux Full Cover Texture on our walls the previous day. I was somewhat dissatisfied with the colour (HAROLD) but I figured it was a mistake on my behalf. Returned to the store the next day and got another two buckets of 10 lites each as we had underestimated the amount needed. When my husband started mixing we both noticed that it was a different colour to the previous two. We returned the two full buckets and the two empty buckets and spoke to the attendant , his supervisor and finally the higher manager whose name I think was Andrew. Andrew quizzed us about our paint job for about half and hour. He was patronising in his dealings with us (for example: "so you want these two full tubs of paint for nothing" "Of course you realise that any more paint you buy you will have to pay for", "you clearly underestimated how much paint you needed for the job", "did you want these two empty tubs for anything?", If you hadn't had cleaned out the buckets we could have found what the problem was btu this makes it very difficult", it doesn't make sense and this really can't happen with our system")) and we both felt that he suspected we had tipped the paint out into other receptacles and not used them on the wall and were thus just trying to get two free buckets of paint. He did return our money to us as the paint was clearly not the same tint as previous two (it was darker). We used this paint regardless as we actually preferred it to the first tint but we needed more paint because it was different. The next day we returned for another can of Dulux Full Cover texture and a can of Dulux weathershield both in the same tint of "Harold". You guessed it, when we got home it was the tint of the original two tubs of paint. Back to Bunnings we went. The salesman worked it out. Apparently with the dulux Full Cover Texture there is no automatic calculation of the ratio of colours. They had given us half strength tinting in the Dulux Full Cover Texture ( as if it was a 5 litre drum and not a ten litre). The weathershield was calculated automatically and so was correct. So there was a perfectly plausible explanation and human error was possible after all!
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Thought I would check the new Chatswood store out and get some bits and pieces while there. I had a number of items, including some bolts, that required a certain size drill bit. Went to the tools section, picked the bit and proceeded to get some more items from other sections to complete my shopping.
I was stopped by a member of the tool section to be told that I had to pay for the bit there and now, before I could leave that section I informed the lady that I needed to get other items down the other end of the store and that as I have done many time over, pay for it all at the main checkout.
No, store policy does not allow this. I and others I know have done this at the Artarmon store, the Lidcome store, the Thornleigh store and the Dural store with no problems whatsoever, on many occasion. Both this lady and the lady at the information counter said that all stores must do this...again company policy. I informed them there was no sign to say that this was the case...after all forwarned is forarmed, and was told that they are not obliged to promote such a sign.
I left the items for them to put away...went Bunnings at Belrose, got the bolts, drill bit and other items and was able to pay for them at the front checkout...no problems.........hey Westfarmers about employing people who have a bit of common sense, to run your stores. I would hope that the majority of store managers are on the ball, and not like the Chatswood store who let retail beauracracy ruin good customer relations.
The next thing you know is that this particular store will have you paying for each individual item at each appropriate section before you can proceed to other sections.
I guess the sooner the next big player in the hardware chain starts up the better. Hopefully it will put a rocket under the Chatswood store and other Bunnings stores that show poor service.
2
Attention Mr. Clive Duncan.
Dear Mr.Duncan. I attend Bunnings Armidale branch about once a month. About six weeks ago I needed to buy some carpet for my home . I met team member Graham who is a very helpful and a pleasant chap. Together we settled on a carpet type that would suit me nicely . Graham told me to order my carpet when I am ready to lay it. After scratching and severe saving I went to Bunnings on wed 6/4/11 to order same. I found Graham and he very kindly went about preparing my order . Graham then informed me that the price had increased by about 66%. I was stunned I asked how could this be. Graham said he didnt know and was very apologetic but his hands were tied.I believe graham but I cant understand how this got past marketing and merchandise. This kind of blunder [ if I may ] makes a mockery of the company slogan. I feel let down and I find my trust and faith in Bunnings has been deeply damaged.
Yours Faithfully Lenny.
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WARNING -Searles herb and vegetable potting mix infested with cockroach and white ants
WARNING-Large infestations will occur within 1 week of watering in seedlings
WARNING -Spread the word
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Sam problem with paint tinting a few years ago.. And it was yellow to!! i have a bright yellow room and it was meant to be a very pale yellow.. told the same.. "wet paint is different to dry love". I could have decked him.. yes I'm female.. Doesnt' mean I don't know how to use a brush or tools.
Repainting the inside now. my stepfather got some drips on the floor.. I called in for advice and was told before I had even finished speaking..
" ohh nothing you can do.. just kill ya stepdad for that.. haw haw haw.. you'll have to learn to live with it". I was slack jawed..
A friend then told me to spray the spots with windex, go have a smoke and come back and it just rubs off... seriously the best trick in the world.. Bunnings have slipped in their service over the last few years.. i don't enjoy shopping there anymore.. the staff have smiles and tha'ts it. Most are dumb as nails.
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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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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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I recently purchased a large quanity (2 x 15 litre buckets) of exterior paint from Bunnings - Wollongong store. I had it tinted to a colour i chose from the brand's colour cards. Once the storeperson finished and removed the bucket from the 'shaking machine', they did not offer to show me the result and quickly taped it up. I requested to view the colour before proceeding to the checkouts and found it to be much different to what was on the card. They explained that all colours look different wet, which i am well aware of, as i have renovated many a home. But as the difference was quite significant, I requested that they apply some of the paint next to the colour on the card and let it dry, which was returned with a "roll of the eyes". Once dried, with an obvious difference in colour, the storeperson still "couldn't be wrong" and continued to argue that the colour takes 'around 12 hours' to develope and refused to re-tint it or alter it to resemble what i had chosen. Exhausted by the battle and time-wasted, not to mention how 'belittled' i was feeling amongst the other waiting customers, I failed to 'stand my ground' and stupidly purchased the 'mis-tinted' product ($330 worth), which many people agreed was not the same colour as on the card. GEEZ BUNNINGS ~ YOU SEEM SO HELPFUL ON YOUR COMMERCIALS?? - So if your looking for my place, it is the bright yellow 'eye-sore' !!
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