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Thread: Great Service NOT !

  1. #1
    Roverlord off road spares is offline AT REST
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    Great Service NOT !

    I need some stuff from a large hardware mob ( Cant name and shame) to be delivered as i physically cant pick it up myself. I chose my local store and was charged $10 delivery, I paid . a week goes by and I call the store, and no record of it, So I ring the groups customer service for online orders and they say it is at another store a fair way from me and waiting collection for me. I said i paid for delivery to me, "oh there was a stuff up " they told me , "no probs we'll fix it up and deliver it tomorrow for you". That was yesterday it was supposed to come and it didn't come. so now 10 days waiting for a delivery from a shop 15 mins away


  2. #2
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    They should've used Express Post.
    You could make a motza as a consultant, in customer service, to them.
    If you don't like trucks, stop buying stuff.
    http://www.aulro.com/afvb/signaturepics/sigpic20865_1.gif

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    I had some 5.0m core flute sheets ordered thru that mob . Went to croydon store and ordered , special order approx a week to come in . They would ring when in store for me to pick up. 10 days not a peep. So I rang , long story short because of their stuff up they delivered it to my door (30 mins drive)free of charge, all be it 2 weeks late.

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    I ordered some flat pack cabinets from I guess same mob through Special Orders , 28 days delivery, on 30th day I went in & they could not tell me when , that afternoon they ring to say it was all there so went to PU . They only had half the order so I asked when the rest would be coming, O that will be another 28days. I asked to speak to the store manager who said he would see what he could do to get it sooner. Next morning I get a call at 6.30am it was all there half the order had been sent to another store. It didn't finish there , once I opened the packs I found some only had 3 out of 4 hinges , missing knobs & screws for assembly. Back to the store for the missing bits to be told either I could go find what I needed in the store or wait 28 days for it to come from the supplier. I see the manager again & had all the missing bits delivered the next day.

  5. #5
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    Generally speaking I love the store and the wealth of knowledge from the staff . Not being biased,But the third party being transport leaves a lot to be desired. Transport company I worked for prided themselves on being on time and communication.

  6. #6
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    The stores near me & I have four to choose all about same distance from me are useless , the staff never know were to find anything if you can find any staff to help, they never have anough stock , if you want 6 of something they only have 5. There is one small hardware about the same distance from me that I try to use but only being small dose not stock a big range of timber ect.
    When Masters closed the other Hardware chain got rid of a lot of there older people with knowledge & replaced them with younger staff.

  7. #7
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    Quote Originally Posted by Roverlord off road spares View Post
    I need some stuff from a large hardware mob ( Cant name and shame) to be delivered as i physically cant pick it up myself. I chose my local store and was charged $10 delivery, I paid . a week goes by and I call the store, and no record of it, So I ring the groups customer service for online orders and they say it is at another store a fair way from me and waiting collection for me. I said i paid for delivery to me, "oh there was a stuff up " they told me , "no probs we'll fix it up and deliver it tomorrow for you". That was yesterday it was supposed to come and it didn't come. so now 10 days waiting for a delivery from a shop 15 mins away
    And they wonder why people order on line, from overseas,and locally.

    i order capacitors,contacters and overloads, for work, from Aussie places or sometimes overseas as well,as a bulk lot.

    Often they arrive the next day.I go to the local wholesalers,after battling the traffic,they only usually have half of what i need.
    Order from them over the phone,it usually takes a week or so,and costs around 1/3 more.
    Normally buy at least $4000 worth at a time,so a third more is not acceptable.
    Paul

    D2,D2,D2a,D4,'09 Defender 110(sons), all moved on.

    '56 S1,been in the family since...'56
    Comes out of hibernation every few months for a run

  8. #8
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    The Masters closure was brought about by the sheer stupidity of the company hierarchy not allowing for all the different rules applying in every state to selling anything in Australia.
    Who the hell in their right mind would try flogging fridges which can't be sold (in WA) before 1100hrs on a Sunday!!! The main opposition had been opened and selling stuff for hours before they could open their doors.
    Unbelievable incompetence.
    Now the main hardware group can do what they like with pricing etc. ..... just check out the price of paint for starters.
    Mostly of their staff are fairly knowledgeable though.
    Luckily I don't have to have stuff delivered so can't comment on that aspect.
    AlanH.

  9. #9
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    I would suggest the primary stupidity is a State that has an archaic law restricting the sale of White Goods before 11am. Great Service NOT !

    Can’t have fridges rampantly moving about in the morning Great Service NOT !

  10. #10
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    Masters sold a far better quality product than the other company but they already had too big a foot hold in the market & people would not try masters . Masters prices were completive with the other Co. When you checked the prices between the two companies one was a couple of cents cheaper than the other on one item but a couple of cents dearer on another. I have spoken to a lot of people since Masters closed & found the ones that didn't like masters had never been to the store & most that shop at Masters loved them.
    My daughter had a kitchen installed by Masters the quality of the product is top quality ( made in Germany), on the other hand I have bought laundry cabinets from the other Co that should compatible in wet areas & they have stared swelling from moisture after 12months .
    I was at Masters one day looking for some bolts & I found they had a big selection of BSF & Ba bolts & nuts more of a selection than the bolt Companies have in stock in Brisbane.
    I also liked the idea that if you could not find anything there was a bell button in every row of shelves to call some one from that section instead of having to walk the whole store trying to find some one then be the wrong location to find it.
    I think why Masters failed is that they sold good quality products & tried to sell them at a completive price with out not enough mark up. People were so used to going to the other company & just could not be bothered going else were. So if you cant get the people through the door you just don't survive.
    I know there are a lot of people that will not agree with me but , give me Masters any day , I have never had a failure of anything I bought from Masters but most things I have bought from the other company have failed & have had to be replaced. I am a firm believer in buying quality & not buying for the price alone.
    Unfortunately there are no other hardware stores near me except a small one about 20min from me but being small they don't have a big stock of timber & larger items.

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