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.
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?
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.
Can't fault their customer service...
I'd just placed a "Click and Collect" order with Masters for a Bosch washing machine (best price I could find - The Good Guys not willing to price match) when I found this site....and got very worried. Even though an email came through acknowledging my order, it bothered me that my efforts to track it on Master's site were met with the message that I hadn't placed any orders. It was Saturday evening so I rattled off an email to Customer Services, to ask for confirmation that my order had been received and to check how long I would have to wai...t for the order to be delivered to the nominated store. This morning I received a call from an affable lady from Masters Customer Services department who checked I wanted to go ahead with the purchase before confirming my order was being processed and that the store would email and text me to let me know that it was ready for collection, which was likely to be in the next two days. Two hours later, I received an email advising me that the washing machine was in the store and ready for collection. I checked the store's opening times and, finding they were open until 9pm, drove over to pick up the washing machine this evening, arriving at 7.50. I was surprised to find a number of staff looking like they were getting ready to finish work, bringing in trolleys and saying goodnight to colleagues. A member of staff at the "Click and Collect" desk told me that the store was closing at 8pm but assured me cheerfully that I'd made it in time and asked a young, male member of staff to locate my order for me in their warehouse/storeroom. After a 10-minute wait he returned to the desk and explained apologetically that he'd found my order but that members of staff qualified to operate equipment needed to retrieve it had left for the day. He asked me if I could return tomorrow and he would ensure the washing machine would be ready for me to collect. At this, an older male member of staff who had been about to leave offered (readily) to see what he could do to help and his younger colleague asked if I minded waiting another 5 minutes, as it looked like he would be able to retrieve my order after all. A few minutes later, both men returned with the washing machine, the younger staff member apologising for the delay and thanking me for my patience, before helping me to load the machine into my car. A great customer service experience from start to finish - I'm sorry for other customers who have not been so luckily but I have no complaints.
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!!
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