Bunnings Thomastown

"had the most terrible experience with Bunnings Thomastown over the last several months. Six months ago I bought a 4yr old townhouse that had an existing Bunnings kitchen in it. I wanted to complete a very simple job – to install an island bench with cabinetry and a marble benchtop to match the existing kitchen. I paid for an initial consultation, and that was supposed to include a mock-up designed on-the-spot during our first appointment. The consultant nodded along at all the right times and made it seem like she understood what I wanted. She asked if she could just send me the design later that night, instead of right then seeing as it was so simple. Of course, I agreed. I do not expect customer service above and beyond what is adequate and assumed that she’d keep her word and get back to me soon enough. Bunnings did stipulate that there may be delays, but I was told the work should be completed in probably 6 to 8 weeks. I had to repeatedly email and follow up… It took her nearly 2 weeks to get back to me with the initial design and it was not as we had discussed. These emails back-and-forth went on for weeks because it took at least a fortnight nearly every time for me to get a response from her. She claimed she had been unwell during this time, but I can’t understand why she didn’t have an automated email response set up to let customers know that she had been taking leave and would respond soon. Finally, the flatpack kitchen arrived and was assembled by a private contractor I found myself because I was no longer able to wait for Bunnings, and they were virtually uncontactable. 9/10 times I called them the phone rang out and my emails weren’t being responded to for weeks at a time. They also completely failed to mention that a substrate would have to be installed to support the weight of the marble benchtop, something I would assume that they’d be familiar with as they are in the business of building kitchens. Disheartened and becoming frustrated with a half built unusable island in the middle of my house I decided to jump on hipages and see if there was anyone who could help me in a timely manner. Within only a few days, a cabinetmaker I hired was able to install the substrate and organise his own stonemason to match, cut, and complete the installation for nearly 1/3 the price Bunnings quoted. I definitely should have heeded all the terrible online reviews for Bunnings and just had one private tradesman complete this job from start to finish in the first place. It would have avoided enormous headaches and saved me hundreds of dollars."

"I bought one item this morning and queued up at one of the 2 lines at the Information Desk as the Regular and Self Serve Checkouts were closed and as I approached the counter I was told that I could not pay there and had to go to the back of the adjacent line. Poor excuse as there was a till nearby not being used at the Returns Desk. It is frustrating that Bunnings now have closed their Self Serve as I’ve noticed on a fairly regular basis and even their Regular check out was closed today. The Tool shop was full with a long queue as well. It is poor service and obvious staff cuts as I’ve seen this at other Bunnings in my area as Thomastown is not isolated but staff at this store for some reason cannot find workarounds. Bring back competition and another Hardware operator as I find once you have a monopoly then Customers don’t seem to matter as is obvious here. When you have a monopoly or large market share please respect how you got there in the first place and service your customer."

"Great selection of plants in good condition, mature sizes, collectable varieties! Really nice! I did find 2 which were damaged (probably by customers) and had snapped stems and subsequent dying off leaves, so I asked for a markdown and the 2 staff at the register were happy to oblige without any fuss :)"

"I love Bunnings don’t get me wrong. But every time I’ve been to this store it’s like a ghost town, meaning I can never ever find anyone who can help me in anyway whatsoever. Where is everyone? Very poor customer service and the adds on tv make out there’s staff there to help you, just paid actor’s I’m assuming cause there isn’t any one around. Ghost Town. Very poor but I do like Bunnings"

"I would personally like to thank Elisa for her excellent customer service and support for solving a serious situation that I was faced with. If I was Bunnings Victorian Melbourne state manager I would be honored to have Elisa on my team because she takes pride in her position and she is a great asset to Bunnings as well as a great problems solver to satisfy her customers thank you Elisa"