Bunnings Reviews 

To Whom It May Concern
Bunnings Group Limited – Head Office
16–18 Cato Street
Hawthorn East VIC 3123

Subject: Ongoing Issues with Bunnings Head Office Call Centre

Dear Sir/Madam,

I am writing to formally raise a complaint regarding the extremely poor service I have experienced when attempting to contact the Bunnings Head Office call centre.

On multiple occasions, I have been kept on hold for over an hour without any resolution. Despite being offered the option to leave my name and number for a callback, I have never once received a return call. This has happened more than once, which makes it clear that the issue is not isolated but appears to be systemic.

It is incredibly frustrating and disappointing to encounter this level of inefficiency from a company of Bunnings’ size and reputation. Customers should not be forced to wait excessive lengths of time without being attended to, nor should they be misled by a callback system that clearly does not work.

This has been, by far, the worst call centre experience I’ve had with any company, and it reflects poorly on Bunnings’ customer service standards. I expect far better.

I would appreciate it if this issue could be escalated and addressed promptly. At the very least, I expect a direct response explaining the steps that will be taken to improve the reliability and responsiveness of your call centre.

I look forward to hearing from someone at your Head Office who takes customer feedback seriously.

Sincerely,
George Kelaita

I placed an order last weekend to be delivered. I am also a OnePass Customer. I did not received my items, I phoned them 2 days after asking when it would be delivered, they told me it was escalated and I would receive it that day or the next. Guess what, it never arrived. I rang again.. was told it was escalated again and they would call me. I asked for a refund, and I will go elsewhere with better delivery and communication service.

Consistently very poor customer service via phone on all occasions ive tried to buy goods over 1 year. Very difficult to get the phone picked up, and/or transferred to someone helpful. Can take hours to be told nobody is there, or the goods arent in stock. Usually, they just tell you to call another store to start over again. A small purchase can take days of protracted time wasting. I avoid bunnings to save my sanity.

Took my payment and instantly cancelled the order. No explanation. I was given wrong number 2 times. I was promissed to get call back with resolution. Just ignorance.

I have previously posted reviews of Bunnings yeppoon all very positive but today I have a sad exception.
We are an elderly couple who spend a lot of money nearly every week as we are very keen gardeners. So we get to the checkout with three bags of potting mix a large punnet of petunas, a punnet of African daisy and three large potted gerberas costing well over $100.
I had to ask for a box which was put on the counter with no offer to help pack. This may be acceptable but compare that with the service supplied by Vicki and Nicky who quickly came to our assistance with helping to pack and helped us load the potting mix into the Ute.
Charlie was the young man in question and I have previously noticed him on his phone while supposedly greeting people.
This young man may have some disability in which case some guidance is needed if not training is needed. This young man did a big disservice to the store.
We live Bunnings but dodge the checkout if this young man is on the cash register,
Also thank you for the monthly garden club which we never miss.
We also went back for another three bags of potting mix which was another $60 approximately
. Again Nicky came to our assistance with loading.
Thank you Vicky and Nicki your assistance is much appreciated

The return desk lady and her manager were rude. I could not exchange the product, but went to another store where service was delivered with colours! Humiliating experience

I went to Bunnings Murray Bridge needing several products, which included some clear lacquer sealant for a home project. After searching for the product which involved the aisle elevated platform it was out of stock. The lady Katt was very helpful and although time consuming with searching, she proceeded to escort me to front counter where she showed me how to click and collect from another branch (Mount Barker) as I was travelling through the next day. Through the whole customer experience with her friendliness and service assistance she was cheerful, pleasant and very willing to help leaving me as a very happy customer.
Commendations ***** to team member Katt of Murray Bridge.
David French

This is the most amazing company ever. I've ordered some screws to install for my flat pack and the service was amazing.

I had an issue of my own making after visiting Bunnings in Gladesville . The staff I spoke to about the problem were helpful and courteous. The resolution was way above what I expected and I would give 10 stars . Brilliant and kind.

I bought a toilet from Bunnings, including installation. They charged me for installation but did nothing to arrange it except put it on HiPages. The staff member making the sale even wished me 'good luck' with the installation. The luck was not forthcoming, and not a single contractor contacted me. I rang Bunnings several times but they were no help at all and just said to wait (and wait and wait). I eventually put the job on HiPages myself and a contractor contacted me within 3 hours. I cancelled the Bunnings installation and demanded a refund.
The staff in store were fine, but the package also had water damage, and no apology or discount was offered. I will never shop at Bunnings again. This is not acceptable at all.

Awful customer service. Been waiting weeks for an online delivery order that was not delivered ( Aus Post App is listed as Sender requested return). Submitted 2 online queries a week apart and still crickets despite customer service confirmation email advising I will hear in 1-2 biz days. Finally rung up online customer service, which took 1hr 45mins to get to speak to someone who advised it was delivered by courier (even though I have Aus Post tracking numbers) and have a pic of a man's hands receiving the parcel, but the name listed as taking delivery is mine (female). Advised the store who sent items would be in touch. Now 5 days later still no contact from anyone. Am going to process a dispute transaction with the bank seeing it has been weeks and still nothing!!!

I bought soil and plants for my backyard project, and Bunnings had everything I needed in one go. Staff were friendly and helped load heavy things.

The only good part of the service was the delivery driver very nice man ..

Do not order from Bunnings Australia website unless you are prepared to wait around all day. If you miss your delivery, then they make it hard to receive your package. You get little information about what is going on. It is hard to contact them back, and the courier company they use is even worse. Find some other way to get your product. They don't seem to care about customer service.

picked up soil and tools. quality is good but checkout lines are long.

got some garden plants. 2 didn't survive long but rest were healthy.

I can never find a staff member without having to have them called to the isle. AND most of the time they are young kids who know NOTHING. I have even had to walk out of the Box Hill store because the was NOBODY in the store qualified to get a product off the top of the racking in the cleaning goods isle. I find this issue of lack of staff and lack of knowledgable staff in all 5 stores that I frequent - Bayswater, Croydon, Vermont, Box Hill & Ringwood.

Wagga Wagga Bunnings customer service was outstanding.
Friendly and professional staff who are motivated and eager to help.
We were in the store for 1 hour and were asked if we needed any help 4 times.
Great staff in wagga store.

The assistant at Doncaster Bunnings was fantastic. He found the solution to my problem and went way beyond what was expected from him.
Thank you for helping me.

I went to Bunnings Mc Graths Hill and wanted 4 sheets of polycarbinate roofing 3.6 long. A young fellow helped me find sheets and took them out to my truck as well as sourcing 6 pieces of timber 3.6 long which he also loaded. Then took me to register and completed sale. I was out of there in about 15min. Great service but unfortunately didnt get his name