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 !!!
Another example of excellent service!
I'm getting to be a bit of a fanboy of Masters. I wanted a chainsaw that they had advertised but no stock anywhere in Qld, initially it was a bit of 'tough luck' but their excellent company buyers managed to track one down and are having it shipped to my local store. Will update this when I get the saw and have given it a run.
Update: I used it the other weekend to cut up a tree that was pushed over during land clearing...it cut it up without any issues, stopped and started easily. Once I give it a bigger work out I'll update again.
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 ...
Excellent Customer Service
Excellent customer service from staff who actually do know what they are talking about. All staff I've encountered have been friendly, smiling, knowledgeable and out if their way helpful. Thank you Masters. Your competition just lost a customer.
Great help and advise.
Thank you to the two person crew on Thursday morning the 2nd June for all your help and extra effort with assisting me to purchase 685 lm of deck timber. The free trailor was a bonus. Good work.
On line buying.
Bought a heater online from North Lakes store. Went to pick it up and they had a different model for me to pick up. Finally found heater that I had ordered but it was dented and scratched. Offered me a 5% discount which I thought was pretty pathetic. Area manager had very "I don't care it's not my problem" attitude. Asked if that was the best she could do for a damaged item. Very rudely said yes and turned her back and walked away. No wonder Masters are experiencing problems. NO CUSTOMER SERVICE!
Worst customer service
When you call masters Adelaide airport directly, no one picks up (where is that service) had to call the main contact centre for masters just to get through. When you walk in the store there's like 4 people working and they are not friendly or helpful. No 'hello' or 'helpful' service. Rude staff!
Terrible service (St. Mary's Branch)
Went to St. Mary's branch today to get a few things. Walked to the service counter to enquire where the items I required were located and the staff members were being unprofessional, continuously chatting with other staff members despite my presence. This continued for several minutes until I politely interrupted their conversation. When I asked them where the items were located, they simply pointed in the direction of the trades department.
Upon arriving at the trades department, there was one staff member present whom I asked if she knew ...where the item was. She said didn't know, and one of the staff members that was at the service counter whom actually belonged in the trades department arrived. I asked again where to locate the item and he rudely pointed out where the item was in the distance, again. The layout of the store is fantastic but this branch really lacks in proper customer service especially when there were no other customers present.
I went to chullora masters ,
Bought 2 doors , I ask lady if she Could find a young man to put them on my car rack, she was good ,
The young man put them on then walked away, I waited for 15/20 mins , I ask lady where did the young man go,
She found him again, he said sorry I can't tie them up , we can't be liable if you have an accident ,
I've been in marketing and I've never heard such crap in my life,
Masters should open there eyes a little and see that women are doing a lot of reno' s these days, I had no problem doing it, it wasn't ha...
Poor service - Given the runaround
Rang Masters to see if they would price match a fridge to which they agreed. Said they had one left in stock and would hold it. Purchased gift cards online for a further saving but due to the amount they put a hold on the digital delivery. After numerous phone calls the gift cards were delivered a day later than stated in the sale. In that time the Masters store had sold our fridge but offered us the floor model for $50 off. After declining they lined up another fridge at another store.
Went for a 25min drive with the trailer on to pick...up the fridge to be told that they would not price match as each store is run separately and they didn't agree with the price advertised. Useless. Now had an $1900 gift card for a fridge they would only sell me for $2200. Rang gift card department explaining the issue and that their delay and failure to call us with the delay cost us the fridge and we would like the money back to take our business elsewhere. They said they could not do that. We asked to speak with a supervisor or manager and the response...they aren't in the same building. We asked them to call a manager and we would hold, their response, we can only contact them via email. Finally a manager called, we explained the issue and he immediately reimbursed us. At least one person had some customer service skills. Took our business to David Jones who happily priced matched, even though they had no stock, the ordered us one from the company.
Give the new kid on the block A Go!
My experience at Masters, was exceptional! Stan, the resident tile expert, shared his wealth of knowledge in tiles, carpets and reno inquiries.
Heartfelt thanks to Stan, and masters staff.
Bad service lost $30,0000
Went to masters Joondalup to investigate kitchen options and install. Girls in kitchen section were too busy discussing their diets and social life to care let alone ask if we needed help. Went back next weekend and a super helpful salesman gave us an email address to organise in home consult. Emailed the person and have not had any response. Will be taking my $30,000 budget to ikea.
Lots of parking, huge range and great specials.
I found many Hitachi & Bosch tools (bits, drills & attachments) at eBay prices!
The range of stocked fasteners, especially collated screws and nails, puts Bunnings Trade to shame.
The quality of the timber was also a pleasant surprise - no twisted, split or cupped sleepers.
I'd shop here more frequently if it was closer to home.
Appalling customer service
Was at their Mount Waverley store yesterday and asked for an extra pair of hands to put a freestanding letter box weighing 30-40kg onto their trolley. The male staff wasn't please to help and he rudely said I should eat weatbix for breakfast and that he wasn't going to help me to put it into my car. No wonder they are going out of business. Bunnings offers far more pleasant shopping experience.
I purchased some tile from two different stores one had indoor tile in the indoor section the other had out door tile in the indoor section.
Obviously different if you know the codes when I laid the tiles I realized there was an issue and approached the Master stores involved, one guys was very helpful and advised me what the codes meant and then sent me to the other store to sort out the issue,
The manager of the other store said oh, and the after some time told me that it was my problem as no one in the store had advised me of the tiles and...
Very Poor Service, Plenty of staff but to lazy.
Went to Chullora Marsters. Service very poor both days we went there. Staff are very lazy and seem not interested in serving customers or showing an interest. They were too busy catching up on each others social life (2 females) and 2 males were too busy playing hand games with each other. When finally getting some help they had no ideal how to help or where for me to go. Even the manager is the same. Showing no interest on enthusiasm. Not wanting to honour the 30 or 50% off items.
As the "tradies" say - "Just keep driving by until you reach Bunnings"
Staff everywhere but nobody interested in anything. Most appear too busy just filling in time until Masters goes under. Hope a new management/directorship after the takeover injects some life into the place after getting rid of all the "dead wood". The store is a waste of good real estate at the moment. Just keep driving ......
Some customers are pathetic
Today I was in the Trade department of Taree Masters upon opening when I witnessed a customer carry on like a two year old, sorry even a two year old would have more respect for themselves. I'm not sure exactly what the problem was but what I heard was that masters never had a product that the customer wanted. The Masters worker apologized then the customer decided to vent his anger and swear and carry on like a looser. When he was asked to leave he continued to swear and carry on. I've only found the Masters employees at Taree to be great so I...don't agree with this person attitude. This has made me think looking from the outside in, are customers so rude that they are willing to become pathetic in making Masters workers transition into unemployment worse. If you were to loose your job you would have some resentment however I have only found the Taree Masters Staff to be happy and helpful. I will miss Masters when it goes and a shiver goes up my spine when I think I will have to go to Bumbling Bunnings OMG. May Masters go for a time yet.
No wonder master's is closing down!!!
Today (20/04/2016) at around 8pm we went to the masters in burnside to purchase the 3 in one bathroom light which was advertised on the catalogue. As it wasn't displayed we tried to get help from a staff member by the name Ian. I think he had no idea what customer service is about. When we asked him about this product all what he said was they are sold out. Then I requested him whether he could check in any store in western, northern or eastern suburb. All what he said was "No need to check again, Australia wide its sold out and its not availab...le in any store" and he also told us that he already checked for 15 customers today and told us that he doesn't have to check again. Then again I requested by saying names few stores in Melbourne whether it is available in them. But he replied angrily "its sold out Australia wide and he doesn't have to check again". When I got home I tried to check online whether they have any left in a store close by and the website showed its still available in Williams Landing and Sunbury out of just 5 stores which we asked from him. SO IS This what he meant by Australia wide sold out?? I am making this complain after ordering the product online. So if Masters had hired one each of the same type of person for each outlet, they must have closed there stores way earlier. I am mentioning this for the benefit of your organisation and I am a loyal customer of master and today's store experience was very bad when comparing with your main competitor Bunnings Warehouse Sales staff.
They sell product which they don't have
Never buy anything from Masters store unless you see it yourself. Never buy anything online. You will be disappointed next with message stating item is ready for collection and 30min later you will get a call item is not available.
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