I forwarded the below self-explanatory email to Bunnings 'Customer Service Complaints' with head office, and their response was "We have passed your feedback on to the relevant team and requested they respond via the email address you have contacted us with." That was a fortnight ago and I've not heard anything since. Avoid this store at all costs, female 'homewares co-ordinator' is a disgrace. ................... Store: Vermont South, refunds desk Date / Time: 27 June 2023 / 4:45pm Team member: Homewares Dept Co-ordinator (female, age 30+, large build, short curly hair) Reason for visit to store: return faulty product and request refund Issues: Repeatedly false claims made by the above team member (and two junior staff prior to the incident with the above team member) that a refund for a faulty product (Dremel pet nail sander would only operate on low speed, not hi speed) purchased on 30 March 2023 was not available, but that the only option was to have the product repaired under Manufacturer's Warranty. a/. Victorian and Australian consumer law is very clear that where a product has a major failure the consumer is entitled to a refund or replacement at the consumer's choice. The Dremel's failure to work on high speed is a major failure as with that fault, the Dremel is not fit for the purpose of filing my dog's nails. b/. Bunnings website states: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to compensation for other reasonably foreseeable loss or damage. You're also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality but the failure does not amount to a major failure. We will accept product returns and provide you with a replacement, refund or repair where: The product is faulty or is not of acceptable quality; or The product is not fit for its intended purpose; or The product does not match its sample or description. The team member's manner was curt, bordering on hostile with the following exchanges an example: Team member (TM): why was the product discounted when you purchased it? Me: it was price matched. TM: eye roll at my response. Me: you have such a policy don't you? TM: Don't speak to me like that. Me: like what? TM: sarcastically. Me: that is not sarcasm, it is simply a question. TM: it is sarcasm because you know the answer. Me: I think the problem is your attitude as evidenced by your eye rolling. .... TM: You were yelling at my staff, I heard you. Me: I have not been yelling at all. TM: well you raised your voice. Me: no, I have not raised my voice either, rather I have persisted with my request that I be provided with refund as per my legal entitlement. The whole of the above team member's self-management and manner towards me was contrary to Bunnings' ambition of providing best service, its claimed culture of helping customers and guiding principle of acting with integrity and respect. I usually shop at Box Hill Bunnings where I have always enjoyed the helpful, relaxed and friendly attitude of team members, and pending Bunnings response via email to this complaint, I will be posting my experiences of today at the Vermont South store on social media. Ordinarily I would suggest the above team member undergo further (extensive) training, however her behaviour tonight belies an underlying dictatorial mind-set and defensiveness that manifests as blatant projection of her own hostility onto others. Her knowledge of homewares may be sufficient such that she is a good homewares co-ordinator, however she should not be in a customer facing role. At 6:45pm I rang the Vermont South store and spoke with the senior store manager for the evening shift (he would not provide his or the above team member's first names), who spent most of the phone call asking me to repeat what I was saying as the call kept 'falling out'.

Approx. 1.50 pm, 12/12/2023 Paint department, Bunnings, Vermont South Very rude staff member. I was very surprised to encounter an extremely rude Bunnings staff member at Bunnings Vermont South store today. I was enquiring about the availability of muslin cloth for using with the French wash painting technique which I had previously used with Porter’s Paints. As Bunnings now stocks Porters Paints, I thought that they may also stock materials that are used in the techniques that they promote. I was scoffed at by the person behind the counter and was told that I was in a hardware store which was not the kind of place that stocks muslin. I proceeded to try and explain that I was using one of the techniques that Porters paints describes in one of their videos. She continued to talk down to me and said that was ‘completely different’ from normal painting, which it isn’t. She clearly had no idea about the technique and was not interested. Considering that she was working in the paint department, I thought she could at least be polite enough to listen to my question, as it was relevant to the department she works in. This is not the kind of behaviour that I expect from Bunnings staff as most that I have encountered have been very polite and have tried to help. Fortunately, this staff member was an exception, but not someone I want to encounter again. It is not acceptable to scoff at customers and talk down to them!

Worst experience ever in Vermont south store! 2 old ladies so rude arrogant and unreasonable. Hired 2 sanding machines for timber floor, one is faulty, dust pipe totally blocked, dust every where in room. Took machine back for swap, 1 st lady (claimed she was manager of the store) commented that she never came across with blocked dust pipe, I explained that we only tried a small area to test, only to find it was blocked, and it wouldn't be us to block the machine. Finally got machine swapped, and I asked to extend the other machine time so we can bring 2 back together because they are obliged to provide properly functional machine, she refused to do it, 2 lady came and continued to accuse me being loud and yelling at her staff.(I am naturally loud and being loud doesn't mean unreasonable). Finally agreed to extend the 2nd machine time, and said her colleague wasn't willing to extend because I accused her. How unprofessional! Speechless! Rate 0, never come to this store ever.

Im not one to complain, I regularly go to the Vermont store. I have hired a van 3 times in the last month. Each time I have asked if there were any extra charges on top of the 2 hour hire, which the answer has been no each time. Only to find out you get charged for every km driven. I also asked and double checked if the $200 deposit went straight back into my account. The first time it took half an hour. The second 3 days, and my latest hire it’s been 4 days and still nothing. I mentioned the second hire to the young girl and she was very adamant that it would go straight back into my account. Still nothing 4 days later. I know its my duty of care to read everything I sign but was stressed for time. Being in sales most of my life, dealing with contracts, I always went through every detail so the customer knew what they were signing. Especially when you are being charged extra.

Racial staff, very rude I hired a carpet cleaner that was dirty and with broken lid, I was shocked by how the condition was when i opened the lid. but since I have gone home already and cant be bothered to get it back.Next day when I returned it, staff reckoned i did all the damage. They said they checked the returned cleaners three times, but why the one i took was like being taken out from mud . The hose was hard to take out as well. An Aussie returned his as of leaking problem before me without any hassle, if you have checked how possible there was leaking problem and why did not you question him of broking it? Used to like this store but been recently badly treated many times for no particular good reasons. staff helpful to Australians but not Asians

Waited 15 minutes to buy a roll of chux. I was paying cash and was not able to use the self-checkout. There was no one serving at any of the registers. My only option for paying $2.50, was to go through the information desk that was flooded with customer returns. I ended up going across to the tool shop so I could pay cash. I am so fed up with not being able to use a manned check outs. The service was just terrible. I regret buying the item. When the lady that I had waited to be served by on the information desk walked away without serving any of the waiting customers, when I asked where I should pay for a cash purchase, she was unapologetic saying that you've never been able to use the self-service cashiers for cash purchases.

Falsely claiming I need card I purchased goods with to exchange a faulty item. I said I could provide digital copy of drivers licence as ID, apparently you need the physical card. Manager rudely told me this was policy displayed out front of store, I said as it says online you need to record ID when I don't have the receipt surely digital would be enough, they claimed no only physical due to fraud... for exchanging a $30 item, really? I will admit I was abrupt in my frustration of their refusal to help me, because it is not clearly stated this was required and I am extremely time poor. Should honour the policy adds written, not an interpretation of it. Had proof of purchase on my phone too.

Good place to go, workers are knowledgeable and can tell you where to find stuff. Most stuff is clearly displayed and easy to find. Lots of good tools Advice for the place: some stock is gone for unpopular items, not sure if you got any in the storage? Advice for costumers: don’t ever buy the hot dogs, it’s a ripoff. $3.5 for a cold burnt hotdog and bun. Also, if you’re looking for items at which bay, try searching online and stock location can be found. I tried that and it’s really convenient, don’t have to bother the workers if I know where stuffs are.

Like most Bunnings outlets, this store has a great selection of tools and hardware supplies with everything well organised and under the one roof. The Garden Centre in this outlet is also particularly good. The staff is very friendly and knowledgeable but sometimes they're hard to locate especially on the weekends when you need assistance so I find it's best to do your homework online and if possible, work out what isles your items are on before getting to the store. Parking at this outlet is fantastic, well during the week it is.

Bunnings is Bunnings, and I wish it wasn't so perfectly suited to me as a home handyman and a renovator...but it is. Just wanted to highlight that Vermont South feels to me the best run of all the Bunnings I visit. More likely to have the stock they say they do. Feels tidier. Can't really assess staffing as it can be so variable on any given visit...if you can find someone :) For me it's to a higher standard than Scoresby, Bayswater, Rosebud and Mornington that I also visit regularly.

Very rude team manager and unknowledge staff I can say, Just double check webiste regarding return and refund policy. Not fit purpose is part of policy. Next time , if staff ask the reason better tell them nothing as you will be refuse refund and the attitude of manager is horrible and potentially it is race discrimination. head of manager in this store is super smart but not the" Karen" and when arrgont staff ask you not to yell them they forget they yelled customer first

I’ve been there many times- most people in this store are rude only a few are polite. Bought a Dyson vacuum through them. It didn’t work well from the beginning. But they denied their liability and refused to exchange or refund other than asking me to call Dyson. Dyson troubleshooted over the phone and admitted it was manufacturing fault. Dyson could only send me replacement parts as I didn’t purchase from them. This Bunnings sucks!!

Peter and Kelly are true customer service champions. Whether you're buying something for $1000 or $10 they go over and above to help you out. Despite the Boxhill store being nearest my preference is always this store. Staff in general are attentive and helpful. There was another lady at the entrance whose name I couldn't catch, she was very kind to my son and gave him a little gift which he loved. Keep up the great work guys!

Our normal store is Scoresby but due to being in the area on Saturday we called into VS. We were provided with the most amazing service by a guy (who's name I did not catch) working on the Trade Desk. Both my husband and I commented to each other how much he went out of his way to help us. I'd almost make the trip to VS again just for the service alone. (Not that there's anything wrong with Scoresby!)

Marie from Bunnings Vermont South is amazing! We have a worm farm incursion organised with our local Bunnings for the Early Learning Centre. Marie facilitated an informative worm farm set-up session with our children and gave us a set of worm farm kit! We really appreciate what our local Bunnings does and would recommend people to give them a visit too - Bunnings has great stuff in store anyways!

Many thanks to Lisa K. and Georgia (front Service Desk) who went out of their way to get me a replacement for my Ryobi Vacuum/Blower which the new Returns System they were trialling showed was out of warranty when in fact it was still under warranty. They went through a great length of trouble to establish this. They are great ambassadors for your Vermont South store. Thanks Lisa and Georgia.

The staff with pink hair and with glasses was not helpful to customer. I need some information regarding the product bay but she doesn’t know about it And then i am About to check out from self checkout as the que was bit long in counter but she told to staff to close the self checkout as she saw me heading to self checkout. bunnings always best of mine, will never go this branch again.

The service at this store (and maybe all stores) is very poor. It is always hard to find somebody in the store to provide assistance and today was no exception. Gone are the days when the staff will take you to the aisle and find the item you are looking for. Bunnings certainly needs competition, they have had it good for too long and have forgotten about customer service.

Couldn't find the product I was looking for, I looked online to see where the item was located, because I couldn't find any staff. They were in a completely different spot. I asked someone for help and she was so rude. There was almost no one in the store. She was too bust talking to another co worker to care about her job. If you don't like your job, go elsewhere.

Great having a Pet Section, loved it how you had the paw prints on the flooring. Have a great Cat Section, everything your cats needs, food, dishes, collar's, different types of Cat Litter, Cat Beds and even Cat Climbing Trees. The prices are great cheaper than the grocery stores. About the same price as Costco. Great Dog Section too ( I don't have a dog)

Would not accept the return of the paint I purchased because I touched and tested it on my wall, (said white but the colour is more pink). The guy said they don’t know what’s in the paint after being opened. Been a long term customer of Bunnings and spent thousands of dollars and this happened. Taking my business to somewhere else.

Stock and range are very good but the person who works in the outdoor garden section with the long dreadlocks is rude and dismissive. I have experienced this on a number of occasions when I’ve had a plant question. Time to retire, you’re costing this store customers, clearly you don’t want to be there.

So grateful for a quick and easy warranty replacement for my Orion Wireless Video Doorbell. Zoe was understanding, knowledgeable and very helpful when I explained that the manufacturer had recommended requesting a replacement. Delighted to have a new doorbell, and very grateful.

I met this wonderful person called Cailan who was so helpful for me. I have a project which would have costed me thousands of dollars in fines If I did not carry it out and she helped me, took interest in the project and showed me all the products that I needed to complete it.

Helpful and knowledgeable staff who go to great lengths to understand the needs of amateur DIYs like me. I had the timber cut to the exact size I wanted and advised me how to extend its durability. This was unlike what I experienced in the Mitre store near my home.

What can I say, it's bunnings so its always going to be a great trip but they were the only one local to me that actually had everything I was after, in stock. I also ordered a chair from them which was delivered 3 days later, so yes I'd say I'm very happy!

This afternoon 13/11/22 I needed assistance in matching a paint colour. The guy serving me was great going to a lot of trouble both in research on the Bunnings website and in the store to ensure I got the exact colour I needed. He did a great job …

I would give zero star if i could. The paint department was useless and after waiting 45mins to be served was treated terribly. Asked to speak to the manager and was told they were to busy to speak to anyone. The whole place is terrible just stay away.

A great hardware store that has easy access from Burwood Highway with plenty of parking. Total Store feels bigger than other Stores. A big range of product to choose from with plenty of options. Should give it a try as it’s a real experience.

Met this gentleman called Greg from Power garden. What a wonderful man so courteous, always helpful and very knowledgeable. Thank you to employ such a wonderful people and always want to deal with Bunnings because of people like Craig

Had a Very Bad experience .. today I went went to a tool shop. Lady was very rude. I will never back in this Bunnings. Very bad attitude. Her name starts from C. I wish I could give less then 1 start.. …

Seriously the best kept Bunnings store ever. The team should be so proud . Great service form all staff who clearly love the job and team work. We are driving past our local now to come here. ⭐️ …

Today I came for some work and some ideas for putting plastic sheet. Tom from help me to do the project also one more person. I really appreciate Jen from Trade section. What a brilliant person she is

Friendly staff and well stocked. Usually a large queue at the traditional server operated registers (if you can't use self service), but that's across all stores. Bunnings is always a winner.

Customer service has declined 3 years. It is becoming pretty horrible to deal with this business. Use to be such a nice place. It was the best bunnings in melb. Became the worse! (Tradie)

Today i had very bad experience with one of the the Sale perso name cooper work as trade deck Very Rude and disrespectful Spend alot money this place but get very disappointed service

I saw Sharon & her colleague this morning to place a special order for my new garden shed. Sharon & her colleague could not have been more helpful & I'm grateful for their help.

Poor service, especially an old lady in trade centre! She was extremely rude when we enquired information about bunnings member card.

It's a bunnings, there all the same basically, always spend to much time and money their but that's ok

I tried to buy one of these but cheaper next door for 77 bucks. But it will not price match.

Good for greenwells tree protectors and some metal rusty looking round rings for …

My favourite Bunning in the area. Staff are very friendly and helpful.

Like all bunnings. So much of one thing and nothing you need.

Love this Bunnings always has stock of everything and more

Good Bunnings. Has everything you want from one and more.

Huge store with ample parking. Always has what I need

Everything you expect from everyone's favorite store!

Good bunnings if you know what you want or need

Helpful staff and easy to get your material

Good place and reasonable prices