Thread: Why are Australian retailers such A.holes?

I reckon it's complacency, laziness, and lack of training. It's far easier to say "rigamortis poo poos, we've got your dough, now off", than to say "let's see if I can help".

Not all retailers are like this of course. I was in retail for a while with a vested interest in the business.
It was far more rewarding to go out of my way helping someone, and have that customer return, again and again.

I reckon if the bloke behind the jump is paid a measly wage, you'll get measly service. You would think that a large company like the company you mentioned would train their staff to be courteous. Who knows?

Ken

EDITED: Removed company name

Its sad isn't it. Experiences like that send people like me to the internet.

Come on Pete,

Given your access to alternatives, shopping wise, you shouldn't have even gone there.

I've only bought a single light at the same company but I was shocked at how expensive their tooling was compared with online prices. If I do buy machine stuff locally, it's usually from the shop where I have bought the majority of my machines.

I got dicked around by another distributor when I tried to buy a single collet nut. They couldn't be bothered. I ended up buying it on Ebay. The source of 95% of my tooling and odds and ends.

Why buy steeply marked up Chinese or sub continental goods locally when you can purchase items of high quality online for less.

BT

EDITED: Removed company name

BT,

How right you are. For example, from CTCtools, a 50mm boring head with boring bars and arbor is around $65.75. A 50mm boring head with boring bars from the company you mentioned is $180 plus a further $85 for the arbor.

Maybe the unit from the company you mentioned is solid platinum encrusted with diamonds, and the set from CTCtools is made of plasticine, I don't think so. Correspondence with Heine at CTC is courteous and swift.

The likes of the company you mentioned will be catering more to the green man that walks in off the street. They know what they have to do counteract this, she'll be right mate, next week we'll look into it.

In the mean time, we are the winners buying offshore. I wouldn't say this if stuff we want is made in Australia, but sadly it isn't.

Ken

EDITED: Removed Company name

Just a little note. I know its good to get a bad deal off your chest...but please be careful about naming names.
If you really want to know the company name......PM the OP.

Editing aside, if you really want to lament the loss of Australian tool manufacturing, open up an old McPhersons catalogue. You'll be wiping your eyes.

Trust me it is the same in the US, there is good and bad in everthing unfortunatly when you discover the bad it is usually too late

Yes well it's not just the price of course. I think sometimes it's a little unfair to compare what an online retailer sells its products for compared to a bricks and mortar retailer who needs to keep the goods in stock ... and provide service. The reason I specifically mentioned the retailer is because maybe someone from there will read this, or word will get back. I don't know, but one can but try.

Mind you the whole experience there left me with the feeling I couldn't get out of there fast enough. It began with the sales guy all but accusing me of lying about the price of the TOS chuck I was there to buy. I saw one on the "discount table" (ie only 200% more for damaged stock compared to what one would pay O/S for perfect stock) and asked if it had outside jaws? He picked up a new one in a box and told me they were 400 bucks. I suggested that price wasn't right, to which he replied, and I quote, "says who?". "Says your web site", I said, "I believe they're on special for $250". Begrudgingly he wandered to the counter and told me "they're $250 including GST!". "Well yes, that's what I said, $250!" Then we went through the wire wheel nonsense. Then I thought I'd pick up some surface grinding wheels and just get shafted on the expected price. "Don't sell them". Oh ok, but you sell surface grinders? So you mean to tell me you sell the surface grinders but not the wheels to go with them . "Well we sell nail guns, but don't sell nails". "No, but I can go to any HARDWARE store if I want nail gun nails can't I" By this stage I'm getting a bit . I thought I may be able to jemmy some enthusiasm from the gentleman if I asked about T&C grinders and he thought he may be able to sell me a new machine. That didn't work either

Bob, yes you're right, I rarely ever buy tooling in Oz, this was just a reminder as to why. However in this case I was there to buy a lathe 3 jaw chuck and even a little 5" is still not real light. However next time they can stick it and I'll simply have even heavier goods freighted in!

I'd like to support the Aussie retailers, but I refuse to be treated like either an annoying distraction to whatever goofing around they were doing before I walked in, nor a thief out to rip them off. The little "incident" with the wire wheel simply illustrated they're not interested in providing service.

So let's add it up. Rude, unhelpful staff. -poor customer service if the product is incorrect. Finally, outrageously expensive prices. Remind me again why I should shop there

BTW Mr Hairy Forbes, I didn't exactly have to stand in a queue to get into the store either!!

Originally Posted by China

Trust me it is the same in the US, there is good and bad in everthing unfortunatly when you discover the bad it is usually too late

No I can't agree with that. I've done a lot of shopping in the US over the years and, while of course there are exceptions, find the customer service almost the polar opposite to Australian retailers. I wish my experience today was an exception.

BTW why shouldn't I be able to name the retailer. It's not some rumour I heard, I had the experience first hand. But as a hint it's probably the best known retailer for tooling to private individuals and has an outlet in most states of Australia

When I got my first retail job in Canada back in 1971 my boss instructed me that customers weren't looking for a product per se, rather, they were looking for a solution. So we were trained to read as much as possible in magazines, the manufacturer's literature etc. My boss wanted us to be solution experts, even if that meant directing the customer elsewhere when we didn't sell the best product.

I sold skis in Sears...I took the time with customers, got them what they needed or gave them the contact details of the better shops. It was called "customer service" back then. (Traded my paycheque for Craftsman tools)

I went to the retailer you (censored mentioned) once, and once only. I will never ever go there again. In fact I took a picture of the salesman, then told him that if I could ever arrange for him to get ####ed, he should count on getting ####ed.

The internet gives information. Use it to your advantage. Maybe the current segment leader will go bust and then we'll get a home-grown dealer who cares about the local market.

"In fact I took a picture of a the salesman, then told him that if I could
ever arrange for him to get ####ed, he should count on getting ####ed."

Thanks a lot Greg. The coffee just came out my nose!!!

The trouble is, while I know I sometimes have a weird way of going about it, I actually deep down would like this retailer to do well. I would like to be able to walk into a physical store, see the goods, chat to a friendly knowledgeable sales person, feel like I have paid a fair price, know that if I have a problem I could go back and they'd help me out. But I didn't experience even ONE of those things. However sometimes I think SOMETHING is better than nothing, and if they went broke (as they surely will if my experience was anything like the norm), then there is a void left there. Are my expectations really so far removed from reality in this country?

Originally Posted by Pete F

The trouble is, while I know I sometimes have a weird way of going about it, I actually deep down would like this retailer to do well. I would like to be able to walk into a physical store, see the goods, chat to a friendly knowledgeable sales person, feel like I have paid a fair price, know that if I have a problem I could go back and they'd help me out. But I didn't experience even ONE of those things. However sometimes I think SOMETHING is better than nothing, and if they went broke (as they surely will if my experience was anything like the norm), then there is a void left there. Are my expectations really so far removed from reality in this country?

No Pete, I think you are the right wavelength*
*does anyone say that anymore?

Anyway...I'd pay more for a local retailer as you describe. One not staffed by people who are one parole hearing away from more hard time. One where the customer is, if not cherished, then at least not scorned and insulted. We live in a high pay/high cost country. I'd rather someone local has a job, but I am not going to eat shyte to provide it. The alternatives are just too easy, and too cheap.

Love, love it, good to hear that at least some Aussies, and the occasional Canadian, stand up for what's expected, instead of saying, she'll be right, mate.

Well, she won't be right be mate, unless you fix it. We are not indubitably pusillanimous.

Says he choking on a glass of medicine, tears streaming down the cheek. Love it, love it.

Ken