Seems they don't like criticism
Recently bought an insulated cooler from BCF's online store, and was asked to submit a review for their website. My review was as follows:
"Great Product - Slow (and expensive) Delivery
This is an excellent cooler, made in Australia, and works as promised (well insulated and strong construction). It is exactly what I was after and should last for years. While the cooler was well-priced and represents great value, this was offset by expensive shipping (compared to other online retailers). Considering the higher-than-average shipping/handling ...
Made an online order. The item arrived damaged in postage (delicate item was packaged in a grey satchel!). I l've sent multiple emails indicating the matter using different ways of communication - no response. When I called them, was given a totally different email address (unadvertised on their website) and it took a dozen of email messages for me to get a result. I got sent a replacement, but the experience was long and painful. Funny thing is that they deleted my feedback which they asked for themselves. It has been "moderated". My feedback didn't contain foul language or inappropriate stuff. Haha, I suppose they only publish positive reviews.
CLUB BCF prices
Club BCF prices are the same as retail prices in competitor stores. The Club BCF customers think that buying at club prices is a bargain and are being misled.
Rogue 4 Entry Round Crab Pots.
These are not pots they are traps. They should be called Rogue 4 Entry Round Crab Traps. False advertising by BCF. I know you couldn't use crab traps in Lake Macquarie only crab pots, by the Fisheries rules. I brought these because they are advertised as pots. Its not right if you are like myself (first timer) and have no idea what a crab pot is compared to a crab trap, just going from the name you can get yourself into a lot of trouble. The fine from Fisheries is huge, luckily I got a warning and not the fine. Other than this, they are great quality crab traps.
I did try and place a review on the BCF site but they would not publish it. All reviews are hand picked so honest reviews are not published.
More or less too expensive
Compared to some others, prices on boating equipment is worth avoiding and in my case, only acceptable if other shops are shut like on a Sunday arv.
Fishing gear sales are worth a look on occassion and can produce some decent deals.
Item as described, no smile with service.
Recieved a call from BCF to pick up an item I had purchased over a month prior.
Organised time to collect, attended Mcgraths hill BCF. Staff weren’t very friendly but helped with signing off purchase. Left with item but decided not to return or use BCF again due to poor customer service..
I'll buy elsewhere thanks to customer service
I signed up to club BCF due to the discounts and was excited to make some purchases. However my recent attempts to shop with them have been disappointing enough to go elsewhere instead.
First there was a good sale on a double kayak and it was in stock in my local store. I emailed the product information team online asking what it is made of and UV rating (standard information at other retailers) and the response was go and check in store and here is the link to the item online (obviously I had checked that already and the info wasn't there).... What is the point of the product information team? Either can't be bothered finding out, don't know about their own products or they are made poorly and they don't want me to actually know that before I buy. Second bad experience was in advertised sale items. I went early in the sale but couldn't find the items in stock. I went home and checked and they are not in any stores in WA. Yet looking at Sydney/Melbourne stock they are in every store. It's just rude to advertise a sale nationally but only stock certain states. They won't transfer between stores or allow home delivery on these items so I cannot actually buy them - my option is a worse version at a slightly higher price. Just baiting with good sales to get me in store to try and sell me something I wasn't really after. So I'll go elsewhere.
Lack of knowledge unhelpful staff
Been to my local BCF 3 times, 1st time staff we're in no hurry in offering assistance only 2 people in store ,then had to wait for
3 different staff to tell me which life vest was right for my grandson who was there with me to try on, 2nd time bought 3 packs of soft plastics with 2 pack completely no good all kinked tails,3rd time told we don't fill gas bottles in the rain (they have cover over gas station?) and rain had stopped, so was told to go to bunnings after driving 20 mins to get there as they swap bottles, yes they do but at double the price. I was looking forward to my birthday BCF gift cards this week now i think they will be ANACONDA ones.
How rude. Not just another staff member but the manager. Service is not high priority here as I was treated badly. Came to return a product and other customers were served before me even though I was there and waited politely to be served.
Gift Card Limit & processing inadequate
The limit for gift cards is $150 which I find totally inadequate, especially if a lot of people put in for a gift card! Went back in to purchase another $50 gift card only to get to end of transaction to have message transaction unable to be processed, all card details were correct checked them 4 times and then proceeded to try 4 more times after refreshing screen each time, same message come up and told to contact customer service, which at 6am in the morning is not realistic, especially when I needed the last minute present by 7:30am for recipient. What's going on BCF?
Can't get a gas bottle refilled because it is raining
Plenty of chances to fill between showers went to collect after leaving it there still not done very disappointing service
I am totally disappointed in bcf and their advertising at the moment, it says in the note above not to use aggressive language, but I don't understand your hypocrisy by saying that when your marketing is all about BCFing fun. Well done I will be cancelling my bcf membership card as I can not continue to support a business that is morally corrupt. Kids watch tv, shame on your company. From an ex customer
The good and the downright ugly
The Townsville stores are justly deserving of the positive feedback they get. They are both excellent stores and very capable staff. The Gold Coast Stores (all of them) have no idea. The staff could fill shelves in a supermarket. The prices have also hiked 25% in recent months. Ads are offensive and so are the staff. Just waiting for them to go they way of Masters.
Shopping a BCF noticed many items without prices, when I asked Staff member Why? claimed that head office changed price daily so they could not keep up. Asked about an Engel Fridge.He picked nearest price tag and claimed the price/the display size was 40 Ltr/tag 57 ltr . questioned this mistake and proceed to sate " I don't know " that was the end of it. Malaga store Very different with great staff and service. I wonder How they make their money, I will never shop Midland store
I guess it's back to Bunnings where you receive customer service! Two 64 year olds, one learning to walk on new prothetic leg. We have new van & new gas bottles, as we have done for some time dropped our bottle to fill yesterday. As usual went back today! as arranged, it was not filled as we had not prepaid. Ok new rules money first and they are only boys, no idea what a new bottle is worth so accept that. In his own good time he fills bottle, then makes my wife carrying to Patrol. Mum would be proud of him, BCF who knows if this is their standard service John R
Paddle too small
Bought childs glide kayak which comes with free paddle. The paddle is only 1.28m long. Considering a paddle should be approx same length as paddler with arms up this might suit a 2year old. The 10 year old boy it is for is 148cm without his hands up. Most other children kayak suppliers supply a much, much longer paddle. I'm very angry that I now need to spend another $40 to buy a proper paddle from another supplier. Kayak is great but would be better to be cheaper without supplying useless short paddle.
They solved the problem
I've bought a product from bcf and it was faulty!! Went back to the store .... they gave something better ... thank you bcf!
No response to customers complaints
Sent 2 complaints to head office during the last 18 months, still waiting for a response.
BCF you need to realise that your customers are the ones who keep you in business.
Won't shop there again.
Their spiel about customer service, refund policy is a load of crap
I bought a bellows type foot pump [link removed] to pump up my lilo - air mattress. My previous one which I had been using for about 30 years had been patched a few times in last few years so I had been looking for best price for a new one. Most seemed to look the same so bought one from BCF Coffs Harbour as I passed coming back to Sydney from a trip to Brisbane as BCF they seemed to have the cheapest (my closest store is out of the way and I rarely pass during BH).
I did not need to use it for 6 months but when I did I found that so much a...ir escaped out the inlet valve when pumping up the lilo that after 10 minutes I decided to blow it up by mouth and that was after trying to hold my hand over the inlet valve when pumping. My previous pump had pumped up my lilo (previous and current) at least 300 times - almost every night for 7 months in one trip around Australia alone. On both occasions I needed to blow up my lilo I had the same problem - thinking I was lucky to be only on a small trip and not on the start of a big trip to remote areas. I called into a local camping store out of curiosity and had a look at their pumps - one being a Coleman. I noticed that the BCF valves were inferior to the Coleman and the other which were both similar to my old pump. The problem with the valves is that the valve flap was thin and could be deformed easily under pressure and therefore not seat adequately. When I got home I looked up BCF return policy - beautiful, great customer attitude. I took my pump back to my nearest store (Belrose NSW) a couple of weeks later when passing by and with the sales docket to ask for a refund so I could buy a better made pump such as a Coleman or a few others similar. I expected a refund with no hassle and after listening to my problem with the pump. The sales assistant went and got the Manager, who doubted what I explained was the issue and showed me that it seemed to work ok by squeezing it by hand - which I admit seemed to indicate it would work ok but this was not in a real life situation pumping up a lilo as I had experienced twice and after turning it at different angles in case some bit of manufacturing debris was fouling the valve seat, although the problem seemed to be with the thin valve material deforming under even slight pressure. The manager treated me like an idiot who did not know how to use a pump I had been using for 30 years! He was trying to get out of a refund so I had to inform him that I would take the issue to Fair Trading for selling a faulty product which failed to fit its purpose. He told me I would lose (great customer service), but obviously realised I was not going to be fobbed off and reluctantly gave me a refund. The end result was the same, but he could have done it with a different customer attitude and had me happy to shop at BCF again. It left me with very bad taste in my mouth, one which I will not forget. Other store mangers may have a different attitude but why would I take the risk again. So much for BCF's claimed customer attitude, [link removed] To add insult to injury, I find that when supplying a copy of the receipt and refund for verification to Product Review I notice that instead of a refund I was charged again for what I returned!!! You have to be kidding! I will be taking this up with BCF H/O tomorrow.
Nice range but..
Good range of gear but prices aren't cheap and service is poor.
Very limited range (if any) of fly fishing gear.
Questions & Answers
I reviewed the 22Lt Pro Quip Water Container on the BCF website. It was a fair and accurate appraisal of a product that was not worth the premium price.
Apparently my review (pasted below) did not meet ALL their website guidelines.
I looked at these in the Castle Hill outlet. The first 2 I looked at had a problem with the air-bleed. It has a plastic threaded cap that is just a little bit too small to cap off the air bleed and you can't screw it on, the third one was ok. Took it away with us last weekend and had a problem with the tap. When the tap is opened it's ok, but when closing the tap the whole thing rotates and you need both hands to shut it off. If you try to tighten the tap any further it just pops out back to where it started. I was happy to pay the $36 for an Aussie made product, but would probably get better quality from a Chinese unit.
"Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time!"
The day I purchased this water drum I spent a total of over $600.............never again.
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