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Bunnings Warehouse

Australia

Consumer complaints and reviews about Bunnings Warehouse

john moore Send email
 
Sep 11, 2019

Poor customer support

On the 10th September at 14:10 a staff member was approached at the entrance to the Bunning store at 1816-1828 Albany Highway, Maddington Western.
The customer had a question is relation to a product that they had purchased and was advised that the person to see had just left to lift something into a car for a customer.

Please review the security tape from the store access cameras as you will over the next hour the Bunning representative fails to address the issues of providing customer service.

At 15:15 the first CSR is replaced by another staff member who had identified that the customer had been waiting by the door for some time. This staff member within minutes of taking up their new assignment, asked the question, identified a possible solution and requested a staff member to assist.

Looking at the security tape you can clearly see the timeline of what poor customer support looks like and what one would see as normal customer support.

This tape could be used to support training of management in what poor customer service could look like based on the following point.

*CSR having social conversation with other staff members (off camera) and not supporting a customer within a timely manner

Yes I could have gone to another staff member and asked for assistance however after 15 minutes when the staff member failed to address my problem and was having a third private conversation with another staff member (during a quite period).
I decided to stay and see how long it would take for the staff member or another staff member to wounder, what this person is doing standing looking unhappy at the front of the store for such a long time.

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