No refund or exchange
Would not let me return tractor cover only bought day before staff rude on refund counter no wonder these stores are closing down we were not told no refunds we would not have bought item
Q: When is a sale not a sale?
A: When the operator is Woolworths.
I thought I would check out the Adelaide A/P store yesterday, the first clue this was going to be a disappointing visit was that the car park was less than 1/4 full. Not much was discounted by more than 10%, an amount not worth making a special trip just for this "sale" for. A few items 20-30% but mostly on smaller priced slower moving type stock, almost so they can say something carried this discount. Staff seemed pretty disengaged (understandably) and could not help but overhear some of their negative comments about the job.
This is a poor excuse for a closing down sale.
Went to buy shed was advertised on display 20 percent off. Inside store only 10 percent. Had to argue with manager to get 20 p/c then told she was doing me a favour and had a bad attitude. I am currently building a new house and have chosen to get all materials from Masters to help keep people in employment. I even chose Valspar paint over Dulux and it was not as good as Dulux. I feel like a bloody fool. Should have stuck with the Bunnies.
It's a wonder why Masters lasted this long
After hearing the news that Masters will be closing in December, I ask myself why this didn't happen before now. Yes, I've been a customer of theirs, off and on, over the past couple of years, but only on a necessity basis. They have a limited variety of hardware items available, and what they do have I've often found to be a little more expensive when compared to competitors like Bunnings and Mitre 10. Why haven't I followed up on their price-beat offering? To be frank, I couldn't be bothered. It's hard enough trying to get someone to serve yo...u let alone go to the hassle of comparing prices. I did try once though ... when my wife was after a new Dyson vacuum cleaner. Harvey Norman had a model $120 cheaper than the same one in stock at Masters. After a half hour of jumping through hoops and getting pricing checked online, etc. I gave up and bought the cleaner at HN just down the road. Master's pricing policy has often made me laugh though. You'll find an item that comes in (say) multiple sizes and/or colours, and the smaller one will often be dearer than the larger one, or one colour will be dearer than the other. I did make mention of this, online, to the store manager at their Rouse Hill store earlier this year when I was shopping for an automatic pool cleaner. My complaint was acknowledged (receipt wise), but they failed to follow through. In summary, Masters have only got themselves to blame; poor service, poor product range, crazy pricing policy. Goodbye Masters, don't forget to turn the lights out when you've finished.
Fake Masters sale!
I found a drawer safe (code number 5901) that was listed as on sale and heavily reduced at several Melbourne stores. It was priced at $29.70, down from around $139, what a bargain! Early on the first day of the sale I tried several stores that had them listed at that price, surprise surprise, no stock! I asked one of the stores if they could tell me which stores had stock and they found two stores with around 20 in stock. After travelling 50K to one of the stores I was told that they were only reduced by 10% and priced at $129. What do you thin...k? To me this is a con, the low price is only where no stock exists and where there is stock, the sale price is not worth the trip. Woolworths, this is going to come back to bite you! Nobody really believed that the Masters sale was going to be genuine after the same thing was done at the Dick Smith stores. Doing it again will end up with people boycotting your other stores. In worked at Woolworths many years ago and had some loyalty to the company but not any more. I supported Safeway and Woolworths in preference to Coles but from now on, my first stop for groceries will be Coles. Apologies for giving Masters a one star rating, The web site would not accept zero stars!
Twelve months ago I wanted to buy some large Finlay & Smith lidded laundry baskets I saw online but there were none online or it seemed, any store. Store manager found one in Mt Gambier and bought it up for me to buy. After several trips to the store since this time, (one was a large flooring purchase,) I always check for these baskets, but no luck. Today I went to followup on an item, and they had a shop full of the Finaly and Smith baskets I had been chasing. So I bought another three. Stock in storage/laundry area was the best that I have ...ever seen. For a business that is shutting down I found this a bit odd. Staff at the store were as usual, exceptionally helpful. I have always had exceptional customer service from the Adelaide Airport Team. Best wishes to them.
So called sale as advertised
Travelled from Geelong to Werribee store as we had seen advertised on the TV that there was. 60 % sale due to the closing of the stores, after finally finding the store no such sale, when we asked the staff they blamed the press and told us we were one of many people each day asking the same question, is this false advertising. Looks like you have lost put again. Felt sorry for the staff as some people are abusing them.
Service is poor, none off the staff care
I bought laminated flooring, went to the Rutherford store to pick the order up and no one came to serve me, I waited 30mins and then drove out.
Went back the next day to cancel my order but the shop assistant said they will deliver the flooring for free the delivery date being Monday 22/08/2016 and that is today and it is 4:10pm now and they still haven't arrived. I will be making a point of getting what ever I need at Bunnings first, at bunnies service comes first.
Terrible Customer care, Masters Cranbourne
I had been double charged on a purchase of $123 by the lazy, impolite, poorly trained females at the masters Cranbourne, and on my visit to the same store for a refund, I was kept waiting for more than 15 minutes and treated in an inferior way beyond belief.
The language, attitude and the promise [of calling me back] were never Australian standard. Inferior to the core! Finally on the next day I called the masters general number and spent another 20 minutes to get a store manager on the phone, only to be denied the double charge, what was cle...
Three Strikes for Masters
Today I had 3 bad encounters in Masters. I'm still recovering from the stress!
Skirting boards and moldings are reduced 50% at Masters. Signs are very clear in timber section. At the check out the ones I wanted wouldn't scan, I waited and waited for help from timber. He arrives to the check out at a snails pace after I had already gone back and written down a bar code and the price. This bar code did not scan either. Bunnings would have just charged me the price on the shelf. Not Masters! The timber man stated someone else in the shop coul...d fix the problem. He was surly. I told them I did not want them now as I was fed up with waiting. I went and got other things I needed. I then decided to get different skirting boards. I go to the check out loaded up. When I am told how much I owe, I query whether I got a 50% reduction on the boards. The checkout girl quoted the price I was charged. I was tired by now, as I am not exactly young and couldn't remember the price on the shelf, so waited till I got to my car to check the receipt. I was charged full price for the boards! I take the boards back to the refund desk. I tell the alleged supervisor that I want a refund and why. She calls timber to verify they were reduced by 50%. I'm wondering if she is a supervisor why is she not aware that they have been on sale for weeks. I tell her I do not want them now as I am fed up with their service. I get the refund. Somehow I left a store bag with a sample pot of paint and screws behind. Goods were paid for. It wasn't till I unpacked my car that I noticed. I call Masters. I am expected to tell the shop assistant, who I suspect is the alleged supervisor, exactly what was in the bag. I can tell she has the bag right in front of her. I say blue paint and screws. I get asked what kind of screws. She asks if I have a receipt. Due to my stress levels from dealing with Masters I couldn't find it. She tells me because I used a credit card they could scan my card to determine whether these items were actually purchased by me. I'm wondering how many people today purchased blue sample paint and screws and left them behind. I find the receipt and go to the store which is not around the corner! I expect to show the receipt, get my purchase and leave. Not to be. Attached to my purchases is a lengthy typed note from the women I spoke to on the phone, detailing what the clerk on duty needs to do before I can have my purchases back! I have left things behind in shops before and never, ever had any issue picking them up! I will say up till today I thought Masters was great. It is amazing how a few staff can ruin a customers experience to the point they will never return. No wonder Masters has not done well. It seems like reading other reviews that poor customer service is not isolated.
Online purchase process is mediocre
I purchased a hot water system online with the click and collect option. This has been one of the worst online shopping experiences I have experienced. Masters have an undocumented, slow, and likely ineffectual anti fraud process. Two days after I placed the order I receive a phone call from 0288853934 stating they are from "The online verification team", but didn't say what company they are from. After querying them they said they were from Masters. They then asked me a simple yes or no answer as to whether I placed an online order for a hot w...ater system. My order is now in a new queue to be processed by the store. I have not had this trouble with other large Australian online appliance stores who can apparently have something delivered to my door quicker than Masters can process a click-and-collect online order.
What do you call customer service
Disgraceful! Tried to order a large quantity from their flooring section, not one person wanted to serve me, team members kept ignoring me.
Finally gave up and ordered the product online. When I tried to follow masters up, the same thing could not speak to anybody....no wonder these guys are loosing business. NEVER AGAIN
My local store is superb
As the title says ... my local is superb... amazing, fantastic, extremely well run and the prices??? Way below Bunnings. I for the life of me, cannot understand why they are not doing well (Masters that is). The store is Richlands, in Qld, even though I have 2 Bunnings within 10 minutes of my house, I will gladly, drive 30 minutes to Richlands to go to this store. I think the general manager of woolworths should visit the store in Richlands and find out what this one is doing right and then copy it to the rest of the stores. I just think the st...aff are better at this store and they also stock stuff that works. I bought some cockroach killer there today that I can't get anywhere else and guess what??? The staff knew where it was on the shelf. You can't get that at Bunnings.
Absolutely terrible service
Went to Masters in Williams Landing wanting to buy an outdoor setting. Found the one I wanted. Waited for someone to serve me but just watched as several staff members walked pass me and mess around with each other with none of them stopping to ask if I needed help. Fair to say I will never shop here again.
Not surprised that they are failing
We moved near to a Masters so started using them with an open mind.
After a new months; Customer Service is poor. Little interest or product knowledge. Staff in the Coomera store argued that there was no such thing as a 12v bulb. I had to point them out to her on the shelf in front of us.
Product range. Few familiar brands. Lots of low quality stock arranged in a confusing way. The light bulbs are next to the outdoor furniture - go figure.
Price - on average 10% more expensive than Bunnings. Sorry, hopeless. Need to do much better to get me back.
Customer service bad
Been twice in lunch breaks now as work close by had to wait in lines one till open.. Complained..
Went second time same thing topped by asking a person who worked there for help all he did was say in aisle 18 right hand side, after telling him I didn't know what I was looking for ..
Went for job interview with Masters they drive for customer service they said what a Joke...
A nice young lady could see I was annoyed jumped to open another till and after I complained to him lack of service he said he didn't know why people don't jump on tills ...
All round hopeless
Noticed a drill kit on sale so I rang the local store to set one aside for me. They said I had to order online so I did. 3 days later the "click and collect" order was still being processed. After 4 phone calls chasing this up, I get a response from the store manager that they are now out of stock. Asked for the next local store and if he could check stock (which he did), but zero available. Wouldn't help me further.
Was up to me to ring each individual store looking for stock, as no-one would help me. Took me an hour to find out that there was no stock anywhere. Masters terrible website only shows one store details at a time, plus its not up to date. 3 days later and its still showing the item as In Stock...
Do not shop there
I had a drill grinder pack which was on sale in my trolley, and a so called manager asked where i got that from and i told him that it was in the isle in front of the front counter. He said it wasn't for sale and took it out of my trolley and walked away. It was the last one left so i guess he wanted it for himself. i called head office and logged a complaint, they told me that a manager will contact me in 24 hours, never did.
I got hold of a manager from the store in question after a few days and he told me that i could now come and pick one up as they now have more stock, i asked why did i get lied to he then spoke to me like a criminal.
Be careful of Rouse Hill Masters
Hopeless customer service
Absolutely hopeless in trade department and went missing when help was needed or seemed to busy to help at all. Seriously need to get their act together and it's no wonder the business is going under and everyone goes to Bunnings.
Another failure from Masters
Received an email from Masters with a wheelbarrow "on sale" from $89 reduced to $69, rang Chullora store, they said they have more than 20 in stock so I send the wife to pick up as I was at work, guess what? Take time to drive for 15mins drive to come there and they said "no stock" and advised my wife to "order" one. This is not the first time this has happened. We came there about 4 times when we received emails or letter through our mailbox but they never have stocks so why bother advertised?
I would like to say I have been to Masters a number of times and buying in their tool dept is really fantastic they have got quality and 99% of what you need the choice is magnificent their are tools there that you won't find in other Hardware stores!! Thanks Masters for giving me a better and quality choice that I cannot get anywhere else! What am I going to do when you close go back to the places that know how to look after a tradesman????
Stay Away From Power Tools!
I bought a Hitachi 700W Corded Hammer Drill on special at Masters about a month ago on a Friday. Didn't get a test it until Mon night and only to find that it was faulty. The hammer function was not working to specification resulting in the drill not being able to drill through normal brick walls. I brought it back and got told that they needed to take the drill from me to send it off to get it inspected and repaired. No estimated time given and that I would be without the drill. Or I could go deliver it to the repair shop myself which would apparently speed things up. Terrible customer service from a large store.
YOU GET WHAT YOU PAY FOR
We purchased a Principal brand trough sink 9 months ago and had it installed by our plumber and builder which was perfect. It rusted recently due to the sink hole metal plug being very poor quality. Clearly here with this brand YOU GET WHAT YOU PAY FOR.. What makes this even worse is that I have been to MASTERS HAWTHORN EAST 2 times to ask for assistance only to be fobbed off and told contact the supplier. (Unbelievebly useless staff at Masters Hawtorn East). I have phoned Masters on 3 occassions. Main number/head office cant help me telling m...e talk to the store. I call the store and the person on the phone can't assist after an incredibily long wait. I then ask to speak to the store manager who is unavailable, I leave a message with my details with the staff member on the phone and get told the STORE MANAGER will call you back TODAY. No RETURN CALL OCCURS. I give it a week, still no call. I call back to ask to a speak with a store manager only to be grilled by the HAWTORN EAST MASTERS staff member before she even attepts to put me through to the the store manager who was suppossedly going to return my call. During this phone conversation I was called RUDE by this employee on no less than 3 occassions. I simply asked numerous times to be transfered to the manager or someone that can help me. SO HERE I AM INVESTING THE SAME AMOUNT OF ENERGY AND TIME WRITING REVIEWS EQUAL TO THE 2 HOURS OF TIME THAT MASTERS HAWTHORN EAST HAVE ROBBED ME OFF. Well done Masters Hawthorn East for your absolute laziness, bottom of the barrell level of customer service and to make it worse an appauling web site to even make half easy to contact someone regarding an issue. After the last conversation with the last staff member I would almost enjoy using more colourful words but I refuse to lower myself to Masters level. LOST MASTERS CUSTOMER FOR LIFE. EVOID THE PRINCIPAL SINK BRAND WHICH IS POSSIBLY THERE HOME BRAND AS I STILL CANT FIND THE SUPPLIER TO HELP ME. I,m now taking out the sink and replacing it with a reputabile brand. Thanks Masters. How does that ad go? "I MADE MY DISASTER WITH MASTERS" If I had service staff, web sites and poorly trained lazy staff like yours I would be out of business.
Tried to order on line
Place orders with 2 different stores. Both payments went through paypal. Tried to go to store to collect. Apparently takes 4 hours for the store to even get the order so obviously wasnt ready. Second order doesnt even register that I ordered it at the second store yet money was taken from paypal account. Website is next to useless cant change address because I didnt use correct address or surname as I was going to collect anyway and protect my privacy when I can.
Thank you to Jodie from Masters Ballarat for fast, efficient, friendly service with recent change over of faulty washing machine. Thanks also to Ben for giving of his time in choice of new machine. Jodie, it was a refreshing change to have somebody actually follow through.
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