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.
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.
Kitchens & custom service
It took over 4 months to sort out kitchen design lots of mistakes on design when it was finally ordered many items were incorrect had to re order back it went this took 3 months kitchen finally arrived (thank good we had our own person installing as I know people were waiting months for this. Installers put in kitchen but notice splash back was wrong colour & size but installers had already cut & glued in masters refused to change it!!! Many items did not fit & had to be customised!!! Now 2 years later vinyl wrap has come off complained in Dece...mber 2015 it has taken 7 months to finally get masters installers to my house today BUT it has not gone smoothly items ordered incorrect colour/profile only to be informed they don't do my profile any more so this is the placement!!! NOt happy never informed of this & I do not want the profile offered.
slowest most pathetic customer service
Went to buy oven and dishwasher was told dishwasher was a special order but they will have a look to see if they have it young girl comes back with dishwasher dragging her feet like it was all to hard. fortunately one of her seniors overheard her saying they didn't have it 5 mins later he reappears with dishwasher this isn't my first pathetic customer service experience with master.
Waste of time
Rang before going to shop to ask if they could cut to size lattice panel. Was told yes. Drive half an hour to shop to then be told no. Waste of time and petrol. Never again.
Close shop already mofo.
Most frustrating and absurd online shopping experience...wasted over two hours of my time online and in person to get 15% of what I ordered and paid for. Epic Fail is a massive understatement. If Masters dumped millions in a campaign to specifically fail they could not have done a better job. I hope Masters finds the same end as Dick Smith (minus the Kogan angle) as it will be well-deserved, justified and inevitable. Then again I suppose the err could be mine as I never should have deviated from Bunnings and I hate that I have to give the minimum 1 star to post my review as this is 15 times more than Masters should get.
Terrible customer service and not refund product
Just bought the products two shelfs couple days ago , change of the mind want to refund this procucts, its still brand new , only one thing is outside package it's not 100percentage like new one,everyone open the package who can make sure they will totally new? And they are resuse to refund to us .they said he products not 100percents like before because the outside package is not good .
The store manager name is Jason in Browns plains , never saw any manager like that attitude to deal with the customers,he need to learn how to deal with customers , I will not come back this store any more and tell my friends do not come this store .
Worst customer service I've ever experienced in my life
Masters are an absolute disgrace. If you could award 0 stars that would be how I would rate them. You order online one night to be told the next morning they don't have the stock and neither does any other store within a 50km radius. And the North Lakes store is beyond terrible for customer service. Tired, boring, unenthusiastic staff. No greeting when going in the shop. The workers don't acknowledge you or have any knowledge on the products. Bunnings run rings around these morons.
Absolute time wasters
Do not bother Masters unless you like being infuriated.
In store you can be told by the one staff member that you find that three are unable to assist, as they sit eating a bag of chips up against the floating floor display.
You can then order online and be told you will receive delivery between 8 and 1 (which is already ridiculous, particularly for thousands of dollars worth of items) and then be sitting around at 4pm with no items with which to do your work and be told 'it is coming in half and hour' four times, after which you give up and leave the work site.
If they give me any trouble over a refund I will legitimately spend whatever it takes to sue this company.
Dishonest & Rude
The Masters Ebay online site. Rude, crude & very very offensive. Will not honour their published quality assurance statement. No recommended & we doubt we'll be ever going back to them unless an apology is forthcoming.
worst experience ever
I`ve made an online order a month ago, 3 items that I ordered, only 1 being dispatched, I called 2 weeks ago being advised that I will receive the rest of the order the following week. just called now asking where the hell is my order, then I`ve been told they have an IT problem that the 2 items that I ordered and paid a month ago were never showing in their system. and they can`t do anything now! I have to wait for them to fix the IT problem. I offered to go pick up in store instead of delivery although I`ve already paid for the delivery fee, ...then they told me I have to pay for the full price to the store, get refund for my online order, feels like their online store and physical store are not the same company. they can`t even communicate to each other, I have no choice but to cancel my order, now I have to go buy it somewhere else cause I need the product urgently and wasted 1 month time just dealing with them! what a joke! I wish I had read the review before I decide to go shop online at masters, I`ve been told since there is an IT issue so my case won`t be the only one, good luck people who made the online order! you might experience the same issue! never ever going to shop at masters again!! this is just unacceptable! plus shopping in store at masters is not a pleasant experience either, you can never find staff to help you, they told you to go find someone and then someone tells you to go find another person, and you`ve been told oh, I`m doing stock check now, too busy to help you!! if you don't have enough staff to go help your customer, here is a suggestion, hire more or shut down your store!!
I had a few online shopping experience with Masters. Every time when I went for pick up after being informed items were ready, they couldn't find one or two products. What I could do was to wait for them to "find one" from the shelf and it always took very long time as staff were unfamiliar with the store. In my most recent online order, I was informed that one item was out of stock and the transaction would be cancelled. Up to now it's been nearly a month, I still haven't received the refund. The store wouldn't want to trace up for me. I called customer service twice and both times I was told the refund has been processed and please allow 24 to 48 hours to receive it. Another 48 hours have just passed now, I'm still getting nothing!
Where do I even start? Don't shop at Masters, especially online.
You know, their stores are possibly nicer than Bunnings, certainly they are air conditioned and Bunnings aren't but, oh they are so incompetent and disorganised. It's no wonder it hasn't worked out as a business. When you're counting on items for a job, you are better off going somewhere you can count on those items being delivered.
1. Ordered products online, paid for products, picked up part order. Then they started cancelling parts of the rest of the order, even though those parts were still available online - 2 weeks AFTER they cancelled...my orders. When I complained they said 'Oh, they are still available on the website? I will have to speak to IT about that.' Now I am left with mismatched items for the work in my home because the work had already started. 2. Bought products and found them on Masters on Ebay cheaper. Masters refused to price match. Told me twice that they specifically exclude anything from Ebay (yes, their own ebay store) IN their price guarantee. This is NOT in their Price Match Guarantee. Have referred this to Fair Trading. 3. Bought items from their online shop and they delivered different items to what I purchased. When I took them back to a shop, I found out the items online have different pictures to what they actually are. That was months ago and they haven't been changed. 4. If they have a sale set for a certain date, they will start selling that product before the sale date in store and online ... so be warned, if you want a particular sale item go online the night before and do click and collect (no guarantee you'll actually get it though) - OR, randomly go into the shop the day before. This is how they do business, even though they will tell you it isn't how they do business.
Terrible customer service and organisation
Tried calling eight times to ask if an item was in stock. Phone call was finally answered after eighth call only to be put on hold until I eventually hung up thinking they must have forgotten I was on the line. Apparently they couldn't find someone to tell me whether my item was in stock or not. Ended up driving to the store myself as I saw that the item was in stock online. Got to the store and could not find item. Went up to two employers who completely ignored me and continued walking. I then went up to the front desk to be told they have no...control over the online site and that just because it says it's in stock doesn't mean it really is. Was told to wait for someone that could tell me if they have my item in stock. Ended up walking out after waiting another ten minutes yet to be assisted. Thanks for wasting my morning Masters! Think I will stick to Bunnings.
Click & forget
What an incompetent management both at higher level down to employee level. Make a click and collect order, and after 5 days you're told that no stock. Call them to get refund, no refund made until you contact them. Never buy online from them.
Online shopping - Forget about it!
So I ordered two drills online from Masters on the weekend, get a call on Monday morning saying they are out of stock, I asked... why could I select the product if it is out of stock, his reply was our stocktaking system is in disarray and doesn't talk to their online system, so in other words, their online system is rubbish, what is the point of having online sales if the product is not available in the first place, thank god this pathetic company is closing down!
First and last visit to your crappy store. lost $99 on sensor light as it was faulty and crazy manager refused to replaced it. Craig grow up, no wonder u guys are in loss. Dodgy products, quite similar to 2 dollar shop.
Bunnings the best !!!
I understand their situation.
Ordering online for pick up at Bayswater store continues to be an issue. Either contacted a week later to say the item is not available (computer indicates there are items) or at pick up told. Losing money are we Master, well I ...
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