Unreliable click and collect made worse by shocking service
I ordered and paid for 2 laptops for my kids who need to do online schooling due to COVID. I ordered click and collect so I didn’t have to spend much time in the store with kids. The site said they were in stock and click and collect is ready within 2 hours. I went in 3 hours later and no record of order. I check my email and have received one saying order under review. Nobody in the store knows what this means and the checkout assistant tells me rather rudely that I must call the 1300 number. I would expect them to call for me but I reluctantl...y agree. When I connect it says delays of up to one hour. I complain to the checkout lady and she shrugs her shoulders. I go and ask someone else to see a manager. A lady eventually ambles over and asks if she can help. I say I am waiting to see a manager and she says ‘yes.’ I say ‘are you the manager’ and she says ‘yes.’ I am already highly frustrated and it is clear this manager has no customer service training whatsoever or if she has, she slept through the class. Surely you would introduce yourself as the manager as a good starting point?? Anyway as it transpires she tells me to call the 1300 number in the same surly manner as the First Lady. So, I storm out of the store, kids in tow. About 20 minutes later a friendly lady answers the phone and informs me that my order is under review because it is for more than $1000 and needs extra security checks. Fair enough, but it would have helped if the website stated this. She fast tracks the approval and I receive notification the order is approved about half an hour later. Soon after that I receive an email saying the stock is unavailable - I am exasperated. My wife goes to the store and nobody could help her which is disappointing since the stock is coming from that store (Southport QLD). I call the 1300 number again and after 70 minutes someone answers and can’t tell me when the stock might arrive. Since I need it within 2 days, I ask if I can change to another laptop. I am given a story about refunds and warranties that I do not believe for a second as a reason why not. Anyway I ask for a refund and agree to purchase another laptop. The closest they can get me to what I ordered is a couple of hundred dollars more. I ask them to honour the original price which he refuses saying the margin is not high enough to discount. This tells me they would prefer to make a small profit from me than sell me something at a lower margin and avoid me sharing the story with many people. From this experience it is clear to me that Officeworks’ customer and distribution systems are inflexible and inefficient and I would shop anywhere else before I shopped there in future. For the record, I got the same 2 laptops from Harvey Norman with a minimum of fuss and saved $500
Shop elsewhere while the virus outbreak is here
In the Coronavirus environment and businesses complaining they are losing customers, I am amazed at the appalling customer service offered by employee Tina at the Officeworks O'Connor, WA, store today. I checked the website for O'Connor, WA for an item I needed to buy. Yes, it was in stock. Phoned the O'Connor store 5 times to double-check but the phone system was down. Went into the store, found the display model I wanted and approached employee TINA. An elderly woman was trying to get help with a phone cover. Tina's response to her - "researc...h online" and "help yourself". Tina refused to assist the elderly woman and walked off. I gave the elderly woman some tips. I then followed Tina because I was also seeking help. She said "I am trying to help 50 people at once" but I was the only person standing in front of her. I asked "How do I help myself to a Samsung Tablet". She reluctantly asked me to show her the model I needed and she went to the back of the store to find one. I waited at checkout. Tina returned and said the system had an error - there were no Samsung tablets. GOOD GRIEF. If Tina is that stressed, anxious and anti-customer because of the virus, she needs to cease working or wear a mask. Someone needs to update the stock records so customers don't waste their time. Customer service -- zero today from Officeworks O'Connor. I stopped at the Good Guys store on the way home = they had the item in stock at the same price.
Bad attitude and not helpful!
Went to Elsternwick Officeworks to purchase a scanner which is an essential piece of equipment for my assignment. The staff member told me that the stock levels were "all over the place" and "because of what's going on, we're not taking phone calls" so he couldn't check stock anywhere else. Instead, he advised that I visit each store across Melbourne individually to check, which given the current COVID-19 pandemic, is encouraging social irresponsibility. I tried to call three different Officeworks and their phones are completely cut off, there'...s no voicemail advising customers of the current situation. Customer communication is awful!!! Get yourselves together Officeworks, there are plenty of businesses struggling out there right now but they have got it under control and have systems in place to keep their customers informed. Do the same.
This is a small thing, Office works advertise their canvas prints as "Material: Artistic satin canvas with solid softwood frame with a wedged mitre joint and nylon hanging point", "Your canvas print will arrive ready to hang." however it's not ready to hang as they don't supply a nylon string "ready to hang". In future I will use other places that provides the full product.
Please don't waste your money
Things were going well, until colours started to fade. Then the pink just stopped. Filled the tank. Then went through all the maintenance procedures. After doing all that was asked. STOPPED COMPLETELY. Error Message. Looked up Error Message and said send back for repair. HELLO...!!!! Now I have four ink tanks completely full. A Printer that has given up the ghost. In the middle of an important presentation and now what? I purchased this printer on the recommendation of the Staff member who said it was the most cost effective, as you just had to fill the individual tanks and not have to rush to the shops and buy cartridges. NUFF said.
It's a hit and miss at this store. The staff hate helping they just point and I spend more time looking for the item then if they helped me. Then I have to chase them down again to ask. The photo app hardly works and I spend 30 minutes not getting anywhere with the photo computers. I filled out a brochure sheet which the staff member at the desk told me to fill out. I took it to them after filling it out, spent good 10 minutes filling it out and then was told to go online to do it by another team member. I asked for the other team member and he...said he was to busy to put it through so go online. I had a good experience after 3 staff member got a lady who helped with printers. Went above and beyond for me. Even walked it to my car for me. 1 out 5 ain't bad :/
- Verified customer
Sale without delivery
Sold me furniture without organising delivery, told me email confirmation was coming but nothing. No one picks up calls, online delivery track and trace system fails to record my order. Yet still refuse to refund! Poor organising and management.
Officeworks is a terrible company. I purchased a $2000 laptop from them which was faulty and under the ACCC I am eligible for a replacement but none of them were willing to replace it or understand my rights as a consumer. They wanted to send the laptop away for two weeks which is fine but should not be my problem. I should receive a replacement for the laptop considering it’s not even a month old and faulty.
I purchased a laptop not even a month ago from them and it’s completely faulty which under the Accc is eligible for a refund or replacement but they would not listen nor act on it. Only offering a repair which takes 2-3 weeks which should not be my problem considering they’ve sold me a faulty product. They treated me terribly and I am never buying from them again.
- Verified customer
Click & Collect: total waste of time!
Their Click & Collect service sucks! We just ordered an item that was shown as in-stock for our selected store, received a message saying the order was ready, drove 45 minutes there to pick it up and...
It's not there! It's arriving in a truck that will only get there on Monday.
"Do you have any in stock here?"
"Yes but you can't have it, because that's not the one you purchased. You'll have to pay for this one now and get a refund for the one you already paid for."
Went to Officeworks to get some more photos printed off, self serve way. After about 40 minutes of trying this and that, with staff help, finally got my photos printed. The quality was terrible, very blurry. What a waste of time.
We're still customers if we are calling on the phone.
Have been calling Office Works Windsor for 2 days and no-one answers. Has really put me off the store. Office Works are big enough to have dedicated phoned person. It's all customer service.
I went into the Brisbane Adelaide St Officeworks. It seems to be set up as a serve yourself situation, but the item I wanted was nowhere to be seen. There is no-one to assist you, you just have to try and grab any staff member you see passing by, and they dont seem to be very keen to help. When I asked for the item I wanted, the staff person looked at me as though I was mad, although its a well known product. He had to check the website then go out the back room to get one. His attitude was very cold and reluctant. I felt I shouldnt have been there and my custom wasnt wanted.
I would prefer to buy online and not have to face this attitude.
they have rude attitude and racism i am a muslim and they would not even smile at me or greet me when i ask how they are they would not reply to and just walk off this had not only happened to me but my muslim friends and my family
Fake Price Guarantee
"Lowest price guarantee"? What a joke...
They claim that they can price match and beat their competitors by 5%, but apparently they never price match Costco("because they are membership only shops") or Kogan(just because some of the Kogan's products are imported from overseas). Then why Officeworks never specify these exclusions when posting their ads online?
- Verified customer
Officeworks - I Won't Shop There Again!
Fix My Laptop, Albion and Harvey Norman just won a new customer.
Officeworks - poor quality products, useless repair process and no support for Australian jobs, but they’re happy to sell their products here.
I bought a new HP laptop only a few months ago, (see my review on HP, along with ALL the other bad HP reviews. Won’t buy their products again either), which almost exclusively lives on my study desk. It has only been taken out on one occasion. It has never been damaged, which can be seen by its condition. After this short time however, an...internal hinge which lifts the screen broke, leaving a loose piece of hinge floating around inside in the machine. Apparently a common problem which Officeworks failed to mention. I approached Officeworks, the seller, to have the machine repaired. They said their only option was to send it to HP for repair, which would take 2 weeks and the machine would be returned in its original state, i.e. the disk would be wiped. I have heard from others however, that this repair process actually takes around 6 weeks, rather than the 2 weeks claimed by Officeworks. If you need proof of this, see Hewlett Packard reviews on this site. Officeworks refused to exchange or refund for the product despite me having the purchase receipt. Conveniently for them, when explaining the warranty during purchase of the item, Officeworks failed to mention that any repairs take 6 weeks and the laptop comes back with its hard drive wiped, so that you must go through the lengthy process of downloading everything and setting up your computer yet again. I wonder why they wouldn’t mention that!!
So sad officeworks has a monopoly on printing in Perth.
Always leave unsatisfied with the service and consistency between staff. Lack of staff training. Please improve your customer relations to appear like you actually care. We are there wanting a service.
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Questions & Answers
Why doesn’t Officeworks allow refunds back on to Apple Pay????????????
I have several times over the past 6-7 months returned items with a valid receipt at various Officeworks stores in Victoria that I had originally purchased with my virtual Apple Pay (ANZ) Visa on my IPhone. Each and every time when I 'tap" my phone to get the refund the terminal says 'Declined Do Not Honour" the first 2 times this happened I thought something was wrong with my visa card or my account and immediately contacted my bank but was told there was nothing wrong with my account or card and was told it is an issue with the store merchant - Officeworks-. This has now happened 6 times but only with Officeworks other stores no problem refunding to my Apple Pay (ANZ) Visa card. The last time this happened 13/5 Oakleigh Store cashier called manager neither had a clue why it wouldn't refund back on to my Apple Pay Visa ironically I was able to make a purchase at the same register 2 minutes later with the same Apple Pay (ANZ) card.
There is definitely an issue with Officeworks refund system and Apple Pay pathetic that the store managers could not give a toss and this has been going on for over 6 months.
WAKE UP OFFICEWORKS
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