Online orders from Masters
Experience of interaction with staff members is variable, from good to disgusting. I often order items online and collect them if I know they are on the shelf. On one occasion, a staff member started giving a spiel of the 300 orders they have and give the impression that a one day notice is not sufficient. I offered to collect the items of the shelf by myself and that she could just check the items out. A colleague walked with me to the shelf and collected the items and apologised for the colleague's behaviour.
Items comparable to bunnings, but forget the service (Box Hill Branch)
Masters is great if you know what you need and can grab what you want and get out. Have found brands and items comparable to bunnings eg Bosch sold at both. Have spent last year renovating my house, and generally choose masters over its main competitor due to the fact that there are usually less people and masters have an online click and collect order system.
That being said service at masters is poor. Usually head there on weekends of after work. Even though there seem to be more staff than shoppers, on the off chance you need assistance,...the workers make it seem like you are greatly inconveniencing them by speaking to them. They recently shut down the timberyard before 9pm (due to apparent thefts). When I asked for them to open it up so I could grab some cement (which the door lady said was fine as the whole store is supposed to be open) they took 10 minutes to find someone who had the keys. The older chubby bloke who had them gave me a look like I had asked him for one of his kidneys. Unfortunately staff just don't seem to want to be there. My experience at masters is that there seem to be a few knowledgeable staff members at masters, but majority seem like casuals showing up for some extra pocketmoney who handball the queries to the others.
What a pity we loose the duopoly due to their incompetence
When they opened a superstore next to the opposition we found this is just what will keep the others honest.
Gave them an real go. Found super deals and super advice. But in midst of the hype I found it strange that they duplicaded an over supply of white goods and wasted so much space on low cost craft items. Having another garden centre in a crowded market was also needless. When it came to return faulty goods they made me feel like a criminal and gradually their pricing difference made it no longer worth my time of going there. Still a big shame to have a single player now dominating hardware supplies. A total government regulator failure
Got it right the second time round
We visited late one night and the staff could not give us all the information. We found a table we liked however it did not have chairs to match, I felt uncomfortable purchasing the product without complimenting chairs.
I found chairs in another store and returned to purchase the table and the second time round we received a lot more information about the product, care instructions & delivery. The second time round was a lot better & the product was purchased & delivered 2 days later.
One day you can go there and have great service, the next you can be standing in an aisle for ages before somebody even acknowledges you. Masters seems to run on a lot less staff than somewhere like Bunnings, as when you enter Bunnings you can hardly keep their employees away from you. When you enter Masters, however, it is like a barron wasteland. The first time I went to Masters I was looking for wood stain and needed advice on which one to get. I stood in the aisle for at least 10 minutes until someone asked me if needed help and then that p...erson wasn't even from that department. It then took a further 10 mins for said employee to try and track down someone to help. I was very annoyed by this service (as i work in retail myself), but I gave them the benifit of the doubt and went back as this store was closer to my house. The next time I went there the staff were very few still, however they were extremely helpful and it was at this visit that I noticed their system by which when you press a button, staff are called to that area. If I was an easily agrivated person I believe that after the first visit I wouldn't have returned. I think that Woolworths Ltd's cost cutting measures, which clearly include hiring less staff than their main competitors, means that customers are not given the propper attention and they lose sales. The store was nicely presented though and felt much less congested than Bunnings. I would go again if I knew what I was looking for, however I would more likely drive the extra 2km to Bunnings
If you're a white collar trendy and need to do some weekend work or impress your middle class friends with a barbeque or just keeping up with the joneses, you'll find that Masters have the white collar trendy in mind all under the guise of a "hardware store". For a start Masters have way better music lineup than bunnings. Bunnings always chooses some cheesy stuff that rattles around your head like an annoying bee. Obviously "home improvement" means keeping married women happy while their husbands work their butts off. So you'll always get the o...dd couple down there searching for stuff she wants.... But for a smart single man going his own way, like me, I like to look at all the value for money items and there are a few here and there. But there is at least one thing I've noticed and that is that they have things that bunnings don't have and they don't have what they should have in order for it to be a one stop shop.
Not as good as Bunnings, but okay
When my local Masters opened a while back I bought quite a few things there before vowing to never return after a rude assistant checking handbags (although I showed inside my small handbag I stated by law it's smaller than A4 so I'm not required to show it, she challenged me and got angry, management didn't care for my complaint and I emailed head office who were in fact apologetic). Either way I have now returned to give them another chance. They do have different stock to Bunnings and I like that you can cut a piece of wallpaper as a sample ...to take home, as well as some small carpet samples. I bought a few specials from the garden section and after walking a couple of steps away realised I was short changed by $5.00. Thankfully the man just opened the register and gave me the right money back, which probably shouldn't be encouraged in case I had been lying, but I was glad he did and I now know to check my change before I walk away!
Received damaged BBQ - Masters fixed it quickly
Ordered a BBQ online and received what appear to be a second hand BBQ. Scratches everywhere and there was rust on the bottom of the hood handle which I didn't see until I assembled the BBQ. Masters were fantastic in replacing it for me and I can't really fault them on their effort, however I just feel a little disappointed that I received something that wasn't fit for sale in the first place.
Installation Profile Kitchen
Just about finished a DIY Profile kitchen, using the Masters supplied flat packs. Masters did the design. The service from their designer and other staff has been very good. The finished cabinets are solid and well cut but the instructions are woeful. None of the components are numbered as we have found with other flat packs. The drawers are not pre-drilled properly ( we have 13). Where they are predrilled the holes are out of alignment. Quite a few of the packs are different to the instructions so it is best to lay it out to get an idea of the...finished product BEFORE commencing the build. They appear to have changed the design on some packs but kept the old instructions. The wall oven pack had quite a few screws missing so we had to purchase screws. Otherwise we are pleased with the finished product. We are getting 40mm stone top fitted now. Check around for alternative prices on fitting Caesarstone. You may get a better price. We also purchased most of our appliances from Masters. Their prices are competitive. The finished product was solid and looks good. Poor construction instructions.
Fairly ordinary service.No thanks or whtever
[name removed]...you could say thanks to the customers . The product in Masters seem fairly good in the garden section and the section is well layed out
Practice on saying a few thanks now and again.
Service on two consecutive days the same...poor.
Politeness (lack of)
Overall great, customer service pretty good at Canberra airport store
I've picked up some great products here that I haven't seen anywhere else for the same price. Haven't tried to return anything yet though. I've actually had really good customer service when I've been. On one occasion, one of the men from the timber yard came up with a much more inventive solution to my problem which cost me a fraction of what I would've paid if I'd done it the way I planned to. His solution also took me a fraction of the time to do, which was a bonus!
The only problem was once when I had something delivered by post. When ...the package arrived, when I opened the outer box, an inner box had been taped up and when I opened it, the product had a defect. Not a fatal defect that required it to be returned, but it was irritating as the person to packed it must've seen that it was all taped up... you'd think they would have checked it first before sending it! We don't shop exclusively at Masters as we still find some great stuff at Bunnings. It's nice to have the choice between the two. Good products and some good service May not be properly checking items before posting them
Masters new store
Ive read all these reviews so from a employee point of view i will say this ... Masters has been going for 1 year in WA .. At this stage they are not perfect . Unfortunatly these stores are run by people in high places that really dont have a clue what goes on a ground level .. The Software the stores use are third rate and cause everyone in the store grief .. Staff cutdowns and non replacement of leaving staff is rife in these stores. They are struggling ATM to break even ... Stealing in these stores is at a very high level due to the self ser...ve checkouts ( which in my opinion is just poor service as its just says we dont want to serve you ) ... Computers are slow and printers break down often ... Call buttons are just a joke and cause stress on a understaffed store ... Incentives paid to employees for answering these call buttons in a time under 30 seconds is paid quartely at $75 ( Well thats a joke as it took nearly a whole year to get them paid to use then got swallowed by the tax man so was lucky to see $30.00 . Under paid staff ? Experienced this first hand .. At first start of the day they do a Clap and cheer .. Like the Americans do ? Give me a M , Give me a A , Give me a S ETC ETC ... Staff are made to do it or are looked down upon if they dont participate .. Im not American Im Australian and i wont do it .Alot complain about kitchen designs and there right they have huge problems . WHY ... Coz it goes through to many hands and they are always changing the rules . Also so communication at all at atore levels ?? So after all that i will say they are a young company and it will take time but they have some idiots running the show which could bring it all undone.. Unfortunatly Coles and Woolies dont really care about there employees and if there were not rules in place they would be even worse .. People leave and they make no atempt to keep them . One thing to bare in mind is that Bunnings and Masters are different stores ? One is a Hardware Store trading for many years and the other is a Home Improvement Store trading for 1 year ? They are not the same ? Good staff lack of training , Wages , Poor communication , Poor operating systems , poor working hours
It is perfect, big improvement on last one which was 23 years old.
I decided that to upgrade my kitchen due to the age and the fact that I had a big hole in my bathroom floor due to a leaking shower recess. The tiles needed changing in the unit to match the new ones in the bathroom, so renovation time.
I went to a number of places seaching for a new kitchen, (Freedom, Kitset, Bunnings and Masters).
Freedom nice kitchens but a little pricey from what I wanted to pay. Kitset had a great range, but again the price was a little too much of what I want to pay, it was approx $2000 over my budget for the cabin...ets not sure about installation and the trades required. I went to Bunnings and Masters in Knoxfield and enquired about prices. I decided on Masters because I was asking questions at Bunnings and was advised that they could not help me. I picked out my kitchen, paid for it and made arrangements for Installex to come out and measure up, was happy with the plans, booked it for it to installed. This is where the problem started as I was not going to be home, I had to call them to advise of access to my property, it was hard to get a call back from them, leaving a number of messages for the Admin officer to return my call, I got fed up and called the office back and ask to speak to someone else, it was the project manager and he took responisibily for the project. Arranged for the Kitchen to be delivered a couple of weeks before hand and it was sitting in the garage for 2 weeks before installation, the pieces checked and old kitchen was removed and taken away, front door was broken ( the gas thing at the top that open and closes the door) it was replaced with a new one, tiles that where removed from window frame damaged my window frame, it has been fixed and because I was painting the wood, it was filled up with builders bog and now I just need to finish it off, and window winder went missing in the process not replaced at the moment.
OK but not brilliant - might get better?
Bought plants, timber sleepers, bricks and half round logs from them along with many other landscaping supplies for the Springfield Lakes store. Their range in particular areas such as this is pretty good.
I however didn't like their service particularly in the trade centre where no one knew how to put an order through. It took (without exaggeration) over two hours and five staff members to figure out how to put the order through with delivery and everyone was just blaming the last colleague for not doing it property. Nor did they know a fir...m price for delivery, we got two different prices from two people. We were waiting so long for someone to sort this out, that the store actually closed. Having said that we got great service/advice from other departments. Further to that the company they use for deliveries was hopeless. We did 90% of the moving ourselves, we got the laziest delivery guy in Australia who was puffed after one trip up the driveway. Air conditioned comfortable building, their range of products in some areas. Bad delivery service, be prepared for a wait as often staff don't know what they are doing.
Questions & Answers
Does anyone know what brand toilets Masters sold. I have a hairline crack in my cistern and am wanting to buy a replacement. Thanks Gail
Has anybody tried to assemble one of the kitchens ? The detail on the drawings is terrible . trying to assemble rawer & have no idea how to do it. No video tutorial available & scared I will damage the drawer trying to prise out a fitting to attach to front board . I will never buy the Profile range again
how do you get onto the big boss at their h/q? It is hard to contact anyone
Sorry didn't....spoke to telephone receptionist and asked for directions to complain...explained my problem....she then spoke with manager and arranged for replacement blade from stock on floor.... extremely bad product because of lack of parts ...I had been in touch on 2 previous occasions and told that they would ring back...which didn't happen...xtremly bad customer service
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