Bunnings Warehouse Mt Wellington — Local services in Maungakiekie-Tāmaki

On Fri 2nd Dec, just after 5pm, I experienced the most appalling “Customer care” from ONE particular staff member.

Chloe was extremely rude very patronising and condescending. She seemed very arrogant. Her manner very inappropriate and unprofessional. She was pitiful.

She stood there twiddling her thumbs doing absolutely nothing not engaging at all with any customers or anyone. She’s the last person you want in the front of the store “assisting” customers with queries and basic customer care. Appalling service.

She can clearly see I needed assistance. She noticed I was pacing back and forth from one check out to another. I didn’t realise until I had gone back to the self service checkout that a couple had taken up two checkout machines although only using one. No other machines were available.

I addressed the couple. They immediately ‘moved their items aside’ so I can purchase my goods. All the while Chloe just stood there didn’t engage at all like you would expect from a staff member. I was forced to do her job.

Chloé wasnt too bothered. She seemed more preoccupied with her thumbs. She may have been on her phone I can’t recall. The point is she didn’t engage once with me, didn’t seem at all interested in assisting.

I asked Chloe if I could make part payments? She advised me that the self service is card use only. I was genuinely unaware.

She proceeded to say “it says so on the sign and on the screen” in the most condescending tone, I really didn’t expect it. I was taken aback. She spoke to me like i was an idiot.

She could have spoken to me in a polite and respectful manner but didn’t. She clearly didn’t pick up on the queues and lacked any form of Customer service awareness. She had me frustrated at this point. The last thing I need. I called her a little brat, and let her know I didn’t appreciate her tone.

Whatever the reason, there is absolutely no excuse for her behaviour and the way in which she spoke to me.

She was clearly being sarcastic with a silly little smirk on her face. She had this attitude about her she seemed very entitled.

When I mentioned that I didn’t appreciate her tone she denied it turned her back on me and walked away. She didn’t go far and stood in the same spot. She didn’t apologise or even have the courtesy to acknowledge the fact. She chose to ignored me and preceded to twiddle her thumbs.

I’m usually a calm individual and don’t like confrontation and I certainly don’t like to ‘call people out’ especially in public but this individual really bothered me. She just stood there quite pleased with herself smiling away picking her fingernails. I’m not sure what she was meant to be doing but she wasn’t doing much from what I saw.

She clearly didn’t belong there. It’s no one else’s problem if she doesn’t enjoy her job. But her behaviour and attitude was unacceptable and very unprofessional particularly in this space and needs to be addressed.

I hope something is done about her she obviously lacks the training. She needs to understand the importance of values and respect. She needs to grow up basically.

As a regular customer I am absolutely disgusted by this individual. She may have internal issues or perhaps the colour of my skin bothered her. After all, the couple at the checkout were caucasian and were clearly in the wrong yet she wasn’t at all interested in addressing them. I shouldn’t have to do her job. Whatever the reason it’s not okay.

I do often receive great customer service from your staff whom are very helpful and supportive. However not on this occasion. Theres always a bad apple which is a real shame. In saying this I am a local and will continue to shop at your store despite this one clown.

I do expect something to be done about this incompetent staff member. I don’t want anyone else to be treated so poorly by this individual. Chloe is pathetic she doesn’t belong there. I will follow up. I will make sure this issue is addressed and...

Bunnings has always been the go to for DIY, and I frequent the stores a lot for this very reason. I have also found the videos on how to do things on the website particularly helpful. Feeling inspired to change the vinyl sheet flooring in my laundry..I went into the store today to purchase the vinyl floor planks. I was actually recommended this option by a flooring specialist as a low cost DIY option to laminate flooring. Having watched the tutorial online, I knew I needed a floor primer as well. I asked a lovely gentleman in the paint section and he suggested speaking to the in store flooring expert. He called over the intercom and requested help. No one came..after about 20mins of waiting around another staff member walked past me and asked if I was ok. I said I was looking for the floor primer so I could apply these (pointed to the package in my trolley) vinyl planks. This gentleman told me that I didn’t need it, and that I only needed the foil underlay instead. He clearly thought I was talking about laminate flooring, so I corrected him and said the foil isn’t necessary as there’s adhesive under the planks. I just need to prime my floors so there’s even better adhesion. Confused, he then passed me onto another lady working in the kitchen section. This lady asked me where I was going to lay these, and I said laundry..she said they don’t recommend laundry as it’s too wet of a room for this product. Funny that, because on the box it says recommended for use in bathrooms. Surely a bathroom is exposed to more daily moisture than a laundry? She also said because the planks are already sticky that nothing was needed. I advised that their online video doesn’t seem to recommend skipping this part, so asked if I lay the planks and if they start to lift will I get a refund because I was told to skip this step? A box of planks costs nearly $100! She then was suddenly not so confident in her recommendation, so I even had to play the online video for her because she didn’t seem to believe me. The packaging on the box also states to use a floor primer! I tried looking on the Bunnings website for the black Dunlop bottle that was used in the tutorial, but the product didn’t seem to be listed. There is a white bottle of Dunlop primer which the lady then recommended, but I said I think there’s a reason for the different coloured bottles so don’t think the products are the same..she then concluded that because Dunlop is an Australian product, that they did not stock it whatever was used in the video. I asked whether they had equivalent primers and she finally called the in house flooring expert to ask all of the above. Funnily enough he recommended using a floor primer too! They had another branded bottle in stock so I bought that. I wasted 1 hour trying to convince people that I needed a floor primer and to show me what products they had! I have come to realise the majority of staff at Bunnings actually don’t know anything about their own products or DIY. The two people that helped me out clearly weren’t flooring experts, so why not track down the flooring expert before so casually recommending foil underlay and skipping on a primer?? Imagine if I had believed these two I would’ve ended up wasting hundreds on trying to install these...

Spent $2000+ on goods to be sent north. That was 9 days ago. They seem to have disappeared. They were not sent when I tried over days to find out where they were. Customer service is dreadful, terrible, and I have so far spoken to 12 people and spent hours either on the phone or waiting for return calls. Seems that when they have your money, they don't give a toss whether you are a happy customer or not. I am disgusted with the attitude of staff and the company. They need to realise that they are not the only player in the field, and that unhappy customers will simply walk. I want my money back so that I can go to the opposition. One star only because you can't post no stars-which they deserve.

further - I have just been cut off TWICE by someone on the phone, after waiting more than 10 minutes for an answer. Zero tolerance apparently for anything except Pollyanna. Still no answer about the missing goods. 18 people I have now spoken to. And they expect me NOT to be unhappy??

AND finally, the truth...the goods have not even been dispatched from Mt Wellington, owing to, according to the manager, "miscommunication between team members" - as Charlie Windsor said, "whatever that means". A simple admission of this fact days ago would have saved me hanging about waiting for phone calls which never came, putting life on hold expecting to be contacted with news about delivery. I really do resent being misled about what was happening. No-one evidently bothered to follow up a customer concern, and certainly not to contact that customer. Is this the way to conduct business? Thanks to the manager, the 18th person I spoke to, who eventually sorted it, and at least admitted that it was Bunnings' shortcomings that were the cause of it all. No thanks to the many minions who slammed down the phone on me, refused to call me back and trivialised my concerns about the missing goods. "Yeah, yeah, yeah" is not an appropriate comment to a concerned...