An unusually poor Bunnings customer service story

Well that was a painful Bunnings experience; they have a vice on sale ($50 off) that I've been waiting a couple years to go on sale, but clearly I'm not the only one as they were out of stock ... so I ask at the tool desk if they have any more stock on the racks or something. Nope, but 2 on order. Okay, can I make sure I get one of those? Uh, you'll have to go talk to Special Orders.

So I go talk to Special Orders and they look it up and confirm yes there are 2 on order but there should also be 2 in-store. Hmm. But there's a chance they've already been purchased and the system hasn't updated yet. Fair enough. So can I make sure I get one of the 2 that's on order at the sale price? Yes, but the tool desk will have to organise that.

So I go to the tool desk; sorry can't help you, I'm just casual staff (public holiday) but talk to X. So I go talk to X (who I'd already spoken to earlier asking if there were more stock). Nope, can't do that, only a manager could authorise locking in the sale price for you. Okaaay so what are we waiting for, yes of course I want to speak to a manager! Did you miss the part where it's $50 off and I've been waiting a couple years for it?

So X calls up the manager, several minutes back and forth and finally get the answer (contradicting the Special Orders desk) that no, they can't do that ... I'll just have to try and come in at the right time later in the week before the sale ends on Friday.

I would have been ok if that'd had been the answer from the start, but 20 minutes of fluffing around? Not so happy.

You are able to write up what's happened on the Bunning website in the "contact us" section...
https://www.bunnings.com.au/contact-us
It's worth letting senior management know that the customer service experience at that particular store stinks....

???? I misunderstood.

I honestly thought this was how things were normally at Bunnings.

Its a game for them, Im certain of it. Customer ping pong.

I must say I am normally a pessimist, but here I can only say the positives in this saga out way the negatives, the fact that you actually got to see and speak to a Bunnings employee, let alone numerous, astounds me, sorry about the outcome.

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Originally Posted by NathanaelBC

I would have been ok if that'd had been the answer from the start, but 20 minutes of fluffing around? Not so happy.

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so spending 20 minutes of your time to potentially save $50 (= $150 / hour) wasn't worth it.
but waiting a coupe of years for the vice to go on special was.

:? I don't get it

Nah I think you missed something Ian: I did spend 20 minutes trying to sort it out, would have spent longer if I hadn't hit a dead end with a store manager.

I'll go back tomorrow to check if the new stock has arrived, and again if I have to before the sale ends on Friday.

The issue was being told five different things by different people and being sent from one desk to the other before discovering that, no, what I had been told could be done (asking for them to put aside one of the vices once they arrived and locking in the sale price for me) was actually against company policy even though according to another staff member they do it all the time. Just frustrating.

It's only going to get worse with any semblance of competition now shutting.

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Originally Posted by chris0375

It's only going to get worse with any semblance of competition now shutting.

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Worse? What do you mean worse.

Surely you jest!

Maybe we can make it a game. Like a long rally at the tennis or bird watching. See if you can beat poor Nathans 6-return serve, or better, photograph the largest group of employees standing around talking.

I counted 8 late yesterday arvo at Fyshwick with a single checkout open and 5 people in queue. Eight.

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Originally Posted by woodPixel

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I counted 8 late yesterday arvo at Fyshwick with a single checkout open and 5 people in queue. Eight.

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What no self serve checkout open at the time?

Personally I don't like shopping. I would most likely be the worst customer for most stores. I have an item in mind, I get it, go to the checkout then leave. No wondering around aimlessly.

So there are 2 vices coming into stock and you can't place an order to purchase one? That's BS.
The only justification for not accepting your order would be no further stock available.

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Originally Posted by Christos

What no self serve checkout open at the time?.

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Closed. They seem to close the trade desk and self checkouts at 5pm. They also only have the one checkout open and/or the returns desk. I often go after 6pm and only the returns desk (next to tools) is open and it's a nightmare if some poor biddy is returning a law mower or whipper snipper. The queue just grows and grows.

The staff just merrily ignore everyone.

I only deal with the trade desk at my local Bunnings, they always help me out. Spend enough coin there over the years on renovators that they know me now.

In saying that, I try and make Bunnings the last point for purchase for me, and its usually due to poor time scheduling. I can normally get better prices on almost everything provided I use trade suppliers AND I can get orders in on time on weekdays. Tools (and a few other things) are one of those harder things to get cheaper though, and often those sales will push you to buy something you want and will use but normally cant justify the spend on.

Shame the service sucked. I would do as others suggested and put in a complaint and mention that you are posting details online. Bad PR is something most companies don't like.

Well, went back this morning ... spoke to someone at the tool desk, she said "Talk to the tool guy" oh and "He's late for his shift" so I doodled around a bit and then she's like "Ah forget it just write down your name and number and I'll get him to call you".

That was 12 hours ago.

YEP, I'd be using the "contact us" feed back "COMPLAINTS" section of the Bunnings website...

Maybe also if I was a "social media" person, slamming the lack of customer service there too!!

At our local bunnies, if something is out of stock, I go to the trade desk and place the order and pay for it there and then.
Quite often, the other half wants some weeds or seeds from there, so I look in the tool aisle and usually help their customers find what they need, as there aren't any staff around!!!!!!!
For those with access to an ABN number, a Power Pass Card is available, giving a small discount. Better in your pocket than theirs.
Kryn