It is good in there
I haven't been in to the store for a couple of weeks but I walk past it everytime I go to the supermarket. Staff are cheerful and they have always been better for customer service. It is a pity.... The staff are much better than a Bunnings store in my experience!
They are closed emotionally before they are closed for bussiness.
Ordered , two pedestal fans from their website, and chose the Chullora store for pick up. Got a call two days later that they have been out of stock for a while. So how come they have not updated their website.
You don't even get what you pay for
Two days after planting two of these planters (the largest they sell), both had developed substantial cracks. Had to spend half a day re-doing the job for my client, so it ended up costing me. Bought them using Click and Collect. Noticed when I had emptied them so they could be returned, you could actually see points of light coming through the walls because the fibreglass was so thin at points.
I tried Masters for the first time for outdoor pots because the price was good for the look. While I would normally say you get what you pay for, clearly in this instance I did not get a product that could even perform its intended function for two days.
Hopeless. Takes your money - No Stock - does not reund!!!
Keeps taking my money through online order even when there is no stock.
They realise there is no stock but wont even refund you.
The store has to cancel the order but they cant refund you. Head office has to refund you (after forever) but they cant cancel the order.
What a bloody mission!
Poor staff help
My husband and I were at east Gosford masters this morning. We were looking to purchase a refrigerator. We were not approached by any staff members for assistance. There were three female staff members discussing their hairdressers. One telling the other member "do not get your hair layered". They lost a sale of a very expensive item through lack of interest. We have always found the staff at Bunnings more than willing to assist in any way.
50 smiling faces does not equal good service.
Purchased a slide online and was told 2/3days delivery, after 6 I called and was told it had been delivered, rang next day and was told they were checking delivery status, emailed next day and was told on truck for delivery, when it did not turn up I emailed again and was told it was going out that day. When I questioned this after lunch they refunded paypal account, so I went to braybrook and brought one, when i got back slide had been delivered. angry/confused and will not buy from them again. crap
Beware! No refund for cancelled order.
1. Ordered online on Jan 15th.
2. Order got cancelled on Jan 19th.
3. Contacted the pickup store about the refund and was told someone from the head office will contact about the refund process. I haven't been contacted by anyone @ Masters :-(
4. Contacted support team via 1300 337 707 on Feb 12th and was advised the refund as an e-gift card will be issued in the next 24 hours.
5. Contacted the support team again via livechat on Feb 20th and told me "I'm sorry, I don't have any further updates on this in my systems, I will need to escalate it to the admin team to look into."
No wonder the business is for sale now.
EDIT: Feb 23th - Finally received the refund e-gift card
Worse Service Around!
Unwelcome unfriendly customers service for a well known large hardware store around.
All the staff looks like they rather be else where than serve customers when approach for help, they look like got out of bed in a disgusted mood and not wish to be approach in wanting your service compare to Bunnings which is vice verses.
No wonder there isn't much customers go to them anymore compare to Bunnings.
This store is similar to Woolies where so many negative feedback due to customer service compare to Coles!
I wouldn't shop here ever again first...
disgusting North lakes Kitchen
Buyers beware if you are looking at masters to help. My husband and I are disgusted by the service that we have received from the North Lakes Store. Firstly I love the design of my kitchen and could not wait to have it done, As my husband and I are installing this kitchen we order all the cabinets and waited for the call to collect. Two weeks later we go back into the store and no one knows about the kitchen so I will look into it they say. another 4 weeks nothing so we head back down from to the store. Oh that kitchen is out the back, h...as been for ages!!!!! just missing the dishwasher, So I could have had my kitchen in for Christmas after all!!! Ring the store three weeks after x-mas to again chase up my kitchen, it's ready to be collected, great I go down to the store and the storeroom people it wont fit in that trailer so my husband and I go that's ok we will make some trips. They bring me someone else's order of floor boards and not my kitchen it even has someone else's name on it. At this point I see red looking for a manager to find out no manager in the store till Monday, but speak to a very helpful duty manager, that got my kitchen flatpacks and helped me when I was left to check it off and load the trailer myself. ( I have a Cat 2 Spinal Injury BTW) so noticing that a panel is damaged I will get that reordered they say I am still waiting for this panel today 1 month on. And again I ring the store to find it has not been ordered. The way they choose to help us out was to go back into the store and fill our credit card. No Offer of anything just what else do you need, I asked how is that helping me maxing a credit card for you I do not see why that I should spend another cent in this store. no compensation has been offered to us for the worst building project of my life. This has dragged on for coming up on three months. yes three months and I am still trying to get a missing end panel and a missing pantry panel and get a credit for two door that I do not need. *********************************************BUYERS BEWARE ****************************************************** DO NOT GET A KITCHEN FROM MASTERS NORTH LAKES THIS IS THE TIP OF THE ICEBURG WITH THE PROBLEM THAT WE HAVE HAD.;
Woeful - beware you will be chasing your refund.
I ordered a planter box online from these guys on December 15 and am still waiting for a refund.
I needed the item in a hurry so seeing they promised next day delivery, I ordered. 7 days later there was no sign of our purchase, I was told the store had them in stock but couldn't locate any.
We were going away so I cancelled the order.
I have phoned the Masters call centre 2-3 times each week since, chasing our refund and their response has been hopeless. They say the credit card refund system is "down" and will be fixed the next week. The...y won't issue me a cheque in the mail be the only other option is to accept an "e-gift card" which can be used at Woolworths. There is never a manager or person in charge to speak to. I am growing increasingly doubtful as to whether we will get our money back, will never be buying here again. *update 06/02/16 - Finally received refund via credit card after posting this review*
Poor Service And Total Confusion
Ordered a Sharp fridge from Masters on 28/12 and told it would take about two weeks re delivery. Also got free delivery as a post Christmas promotion; sounds great! Two weeks pass and we get a call to say the fridge is out of production and they can't get it anymore, bit annoyed that it took two weeks to tell us but good news was there was a new model of the same fridge and it was cheaper! Told again it would be a couple of weeks, explained that we were getting desperate as our fridge was really buggered. Two weeks pass and nothing so after sev...eral failed attempts to phone I go in and speak with someone. They look it up and tell me fridge was ordered day after our last hiccup. Getting more annoyed but no choice but to wait. Finally another week goes by and nothing so go in on the weekend to inquire and told the second fridge ordered is also out of production? Couldn't believe no one had bothered to call any in any case didn't believe them as I had made inquiries with Good Guys following the last hiccup and they said it was available and would only take a couple of days. Anyway by this time we have had enough of Masters and demanded our money back. Went straight to Good Guys, they matched Masters price and will deliver within the week - they even called me to keep me informed. My advice, if it's not on the shelf in Masters then DON'T buy it!!!
Bought a washing machine and dryer from the south morang store, washing machine was delivered without a box. The machine was dirty with grease from the ropes holding it in the van. The delivery drivers had no idea how to connect it. After it's 1st use, it flooded the house. Calls were made to masters but management wiped their hands from it saying i had to call the manufacturer even though it was the same day delivered. A service tech was sent and discovered parts from 2 different machines were inside. One part installed was too small and this ...is what caused all the water to run out. It was obviously a second hand machine that was delivered to me, where as i bought and paid for a new one. Trying to deal with store management is useless. Constantly told the manager was in a meeting. The machine is fixed now and working but no thanks to the so called friendly team of masters. A while later management altered, and i spoke with the new manager. He apologized for the past treatment and said it should have been replaced straight away. The dryer i had also bought burnt out recently so i thought i will give them another chance. Well you guessed it! Within 8 weeks of purchasing another new dryer, it burnt out. Again no help from the masters team. Once they have your money your on your own and have to deal with suppliers. I will never shop there again and maybe its their policies that are bringing them down. Though from my brief encounters with them, they wont be missed.
samsung two door fridge with ice dispencer
I purchased a new Samsung refrigerator from Masters only 2 weeks ago. I haven't even had time to have the water connected for the ice dispenser and the fridge is dead! The freezer is -29.5 deg not the -14 the digital indicator says, and everything has ice on it inside. I contacted Masters and they agreed it was a dud. But not their fault it's samsungs and insisted it was not up to them but samsungs responsibility. I now have to wait and go through Samsung under warranty ..... how ridiculous, the thing is only a couple of weeks old. I was so en...thusiastic about Masters but this is not good enough. Masters you cannot remove your responsibility as the seller like this. Would I purchase whitegoods from Masters NO! As a footnote I wanted a larger refrigerator but the first refrigerator I wanted I had them pull out so I could have a good look - thank goodness because the back of it was all damaged. So who put it out for sale like that?
I would like to thank for all the help we had at Masters. Especially a young lady at Braybrook Patricia, she helped us when we complained about the way Laminated Floor was laid and made sure that eventually it was done to our satisfaction and I know she went to a great deal of trouble to please us and I would especially like to thank her for all the hard work she went to until it was done to our satisfaction
Very Helpful staff
I actually found Masters staff quite helpful. I went with the family into the store to get a consultation on a kitchen reno. Unlike my local Bunnings store where your lucky to find a stool to sit, There was place to sit down and the girl skipped her lunch to explain the various options we had. They had a pretty good range as well.
Well thought out store
First visit, sadly going out of business prompted me to visit. Great deals and very friendly staff. I thought the store lay-out was better than Bunnings - I was looking for a BBQ deal and wasn't dissapointed
Masters- rethink your strategy
I have always found Masters staff to be polite and helpful. We have purchased a kitchen from Masters and couldn't be happier. The most frustrating part about Masters is the positioning of their stores. We used to live in the lower hunter and had two Masters within 20 minutes. Which was fantastic!
Now I live where the bulk of the population is in Newcastle and Masters are close to an hour away. From speaking to other people in the area it is the distance that is impacting on shopping at Masters. Place one in close proximity to the hub of the city and watch the sales come in!!!
Staff sold me wrong paint type!! At brand new store.
Went in to buy bright Red Oil paint for a wooden cabinet. It's meant to be pretty simple - well I thought! The staff didn't seem sure of their paint and kept double checking with their colleagues.
They gave me a 4L can and told me it was OIL paint, my gut instincts told me it's not and I asked the guy more than 4 times to please make sure it's oil paint because it really needs to come up shinny. He kept assuring me it's definitely oil. The can was poorly labelled so I had to trust him. After getting back I opened the can and started paintin...
Decided to go to Masters store, it was out of my way and also to support them to buy a straw broom. I was shocked at the price $35, then went to Bunnings the same broom $18. No wonder they are going broke.
What a joke
I'm an account customer who has somehow remained loyal to Masters because of its convenience,however this was the last straw.
Called in to the Rouse Hill store at 6.05 in the morning to make a purchase from the gardening section,it just happened to be pouring rain so I parked my ute as close to the store as possible where I see cars parked frequently. I walked in the store to be greeted with you can't park there there was not another car in the car park. I though they were joking but obviously not.
What a joke
Terrible customer service.
I decided I wanted a leatherman while finding Christmas presents. I decided it would be a good present for a couple of my uncles so I bought 3 online due to the stores being rather out of my way. But Masters never delivered the 3rd one. Masters call center closes at 3pm and is closed on weekends so I've had to deal with them over email. Well this is the first time I have ever experienced zero customer service from a large company my first email took 2 weeks for a response which was "Has this been solved already?" which after saying it hadn't th...ey sent me another email saying they had raised a case and they would contact me in the next 48 hours. it has since been 158 hours and counting. So if you have no other option then to buy from Masters make sure it is in store.
Please just let bunnings purchase you
The baldivis store is full of young people and ladies that obviously are paid to chat , look away when yiu walk in and ignore you once they huddle into their groups to ignore you some more , i have tried a few times to find what i want , to be told it is aimed at rhe female shopper , hey i work for a supplier and this plsce is not suited to anyone , if its going to try get staff from industry , restock yoir shelves , lsy it out in sequenxe , stop selling paralkel import products at inflated prices , all the Kobalt tools are from the same factor...y as Kincrome who have higher overheads yet cheaper , this place is Dick Smith Mk 2 , first rule of retail stock what your customer actually wants not force feed us , we are all so close to Bunning stores and i know every one close in my neighborhood laugh at you masters not with you .......just shut the doors paint the box green and give our community a decent everything ..........
Rudest Staff Ever
BUNDALL QLD STORE I Wanted to buy a home step ladder, nobody in the dept, saw what I wanted, floor stock, went to self serve to check the price. Then off to the checkout/help desk to see if we could get the item new in a box. Including the the time spent looking for help in the "ladder" dept and the the time waiting for "service" area I had been waiting about 25 mins. At this time I had not spoken to any staff, finally "help" arrived, with a faraway look asked me what I wanted after explaining what I needed she walked away and said to the cash...ier, "very rude person" I was astounded and said to her excuse me I have not said anything rude or raised my voice nothing. I thought about it for a bit and said to her, dont worry I could not spend any money at Master when I get that rude treatment. Her smart a..e remark when I left was "bye hope your night gets better" I am absolutely stunned.
No customer service
Worse shopping experience ever. After finding the product online I went to the store. After asking 5 employees, all who took no interest at all, I had to go home to get my phone, return and show them their own website and the product that they could not find on their computer. I was then overcharge twice for products in my trolley. My wife picked up the second overcharge and we left, never to return. Employees were uninterested, rude and two even began organising their roster while I was at the counter. It was quick through the register though as the were very few customers in the store. Now I know why. Goodbye Masters Bundall.
Worst Customer Service!
I was at Masters Roxburgh park store yesterday to pick up a click and collect item. Shopping experience which should have been a breeze, where you don’t have to go inside the store to search for the product but just collect and walk away with the item, unfortunately it went the other way. I was made to wait for around 45 minutes to collect one item.
I had to wait atleast 25 minutes before somebody would actually stand behind the counter to serve me. He asked me what I was there was for? (Any guess what I was doing at click and collect counter?...
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