Masters Click and Collect - Any Problems Encountered?

eediot on 19/11/2015 - 21:47

Placed an order on Sunday night through eBay, order would've come through to Masters on Monday. Is it unreasonable for me to expect it to be ready by Thursday afternoon?

From their website:

Save time:

  • Order this morning, pick up any time from 4pm today* (*excludes special order items).
  • Order this afternoon, pick up anytime from midday tomorrow* (*excludes special order items).

Anyway called up to see where my order was at. Was told by the person answering the phone that the "click and collect person does not work Thursday, therefore I can't tell you anything." (I'm paraphrasing here). Unsatisfied with this response, I asked to speak to the manager who pretty much said the same thing and that she could see my order, that it hadn't been picked and no one else can pick the order as they other jobs to do. Seriously? They've got plenty of staff walking around when I go there, and one would assume picking items from the shelf doesn't require any special training. So they have a designated click and collect person, and when it's their day off, no one gets their click and collect. Sigh…

Poll Options expired

  • 16
    No, it's always ready on time! I love Masters!
  • 5
    Sometimes it's delayed
  • 2
    Why are you not shopping at Bunnings?
General Discussion

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Masters Home Improvement
Masters Home Improvement

Comments

  • EmployeeHunterOfBargains20 @ Masters Home Improvement on 19/11/2015 - 21:59

    I know at my store we have had delays with eBay orders because eBay crashed over the weekend and not all the orders have come through to Masters from eBay. I'd suggest emailing [email protected] and they should be able to follow it up for you.
    It's dissappointing that you had this experience because not all stores are like that.

    • eediot on 19/11/2015 - 22:02

      My order had come through. She told me so, she read out the items, then proceeded to tell me that I have to wait for the click and collect person to come to work.

      Just curious, is it true that only the "click and collect person" can collect, or was the manager just spinning me some major BS?

      • EmployeeHunterOfBargains20 @ Masters Home Improvement on 19/11/2015 - 22:06

        It depends on the store, some stores get more online orders than others, 1 is the minimum but someone should be checking throughout the day

  • geek001 on 19/11/2015 - 22:01

    If it is not a clearance item, I would just walk into the store and say I go and pick it up from the shelves myself. Done that a few times because they are quite slow when they have the 20% off ebay promo, which is understandable. Other times, I get a notification the next day to go and pick it up. Their website does not have up to date stock levels. If it is a clearance item, sometimes they don't have it in stock, even though the website says otherwise.

    • EmployeeHunterOfBargains20 @ Masters Home Improvement on 19/11/2015 - 22:05

      The website stock levels are based on the store you are logged in to, I think they update about every hour. Clearance is always difficult as it's usually older stock and the stock levels may not be accurate in the store

      • geek001 on 19/11/2015 - 22:29

        I don't think the stock data updates every hour. I ordered a clearance towel rail which says in stock at my local store. Got a phone call the next day saying the item is out of stock and not available at other surrounding stores either. I went online to see which other store has it in stock. But the item still says in stock on the website at my local store. I couldn't be bothered at that point. I would have expected the product was marked out of stock on the website at my local store after my order got rejected.

        • EmployeeHunterOfBargains20 @ Masters Home Improvement on 19/11/2015 - 23:01

          sorry to hear that, it is the stores responsibility to update the stock levels so it updates on the website

        • RockyRaccoon on 20/11/2015 - 12:25

          @HunterOfBargains20: Tell me about it. still waiting 29 days later. Frankly Masters isnt that efficient. How the hell they are going to make it when their service is so poor. Which is disappointing as Bunninga needs the competition. And the only one following up why its not being delivered is me.

    • eediot on 19/11/2015 - 22:08

      Yep, did exactly that last week, couldn't wait any longer for my sprinkler. Not really urgent this time, was just disappointed with the response. Didn't purchase any clearance items either.

  • gstfree on 19/11/2015 - 22:26

    No positive experience with Masters.
    - Waited at customer service desk too long to collect order. The reason of long wait is because the team cheat chat before heading to pick up my order at the back.
    - Refuse to exchange or return faulty product. The LED light I bought was faulty after about 35 days time. I went back to store and was told to contact manufacturer for repairs. I ended throw the product into the bin.
    - Nursery guy promised to ring me when a particular plant is in stock, but never receive calls. I checked again in two weeks time and that plant were available on the rack.
    - Price match: too many troubles.
    - Bought plants, took about 4 or 5 complimentary boot protection plastics and was told by the team member I took too much.

    Overall, I feel Bunnings customer services, product availability and staff trainings are bettern than Masters. That's why now I shop with Bunnings although it's not always the cheapest (but cheapest most of the time).

    • geek001 on 19/11/2015 - 22:35
      +2

      Masters has growing pains. It is a pity they didn't just copy Bunnings format like they do with supermarkets. Bunnings is cheaper normally but not when Masters has 20% off sales. Masters is also only good if you know exactly what you need as most staff has only retail experience. I try to support Masters when they are cheaper, mainly because I would hate to think what would happen to all those jobs if Masters gets shut down, might even trigger a mini recession.

    • gstfree on 19/11/2015 - 22:38

      This happens some time ago and I always think market will penalized bad players and reward good ones.

    • cloudy on 20/11/2015 - 09:49

      That might at your bunnings. At Caroline springs, it took me 1.5 hours to get in and get them to order a carpet quote, and 45 to get the deposit refunded, and lied to about how to claim my refund. So bunnings is a no no for me.

  • sparkles on 19/11/2015 - 23:39
    +2

    Only ordered once off the website. I was advised it was ready very quickly. The pickup process was slower than necessary. It took two long trips out the back to find my item.

    Masters need to make every customer experience AMAZING. If they say they will call, they need to. If you order online, it needs to be efficient. It only takes one meh experience and people will simply go back to Bunnings.

  • Hellfire on 20/11/2015 - 08:21

    I've placed a couple of click and collect orders at Masters. First one took a few weeks because they couldn't locate the stock instore and had to order in from another store. Second one was ready in 2 days.

  • gooddealmate on 20/11/2015 - 09:47

    This issue has really annoyed me with Masters. I mean, how hard can it be to have an alert immediately after an online sale is made and then process the order?

    The last time I ordered online with Masters, it was two days without hearing anything, I go down to the store and nothing is ready. The staff member then begrudgingly picks my order there and then. After getting the order home, I also find that one of the items is wrong.

    As mentioned above, this would put a lot of people off and people would be back to Bunnings without ever returning.

    I fear the worst for Masters. If they don't pick up their game soon then closure is inevitable.

  • tonka on 21/11/2015 - 00:41

    My experience is it is never anyone's job at Masters. I actually think this is the main reason it is failing. The staff have no respect for their customers.
    An exception is the staff at Camden, they are brilliant and super friendly.

  • Ozbargainlyf on 23/11/2015 - 22:52

    had a click and collect; because it was larger items, it wasn't in the front "click and collect" lockup bay near the service desk. Talked to the two idiots at customer service, they called the guy at the back to bring out my order. 15 mins later and it still wasn't out. The guy then tells me he can't leave the front desk to look for it because there was only him out the front.

    Terrible customer service really. Only saving grace is that its costantly 20% off or you wouldnt have me walking through the store.

  • troyww on 01/12/2015 - 19:21
    +1

    I bought a washing machine with 20%off a while back from their ebay store and picked it up that afternoon . Used their complementary trailer to boot .

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