Brisbane Carbatec: Poor Service

[groeneaj]

Has anybody else had very poor customer service from Brisbane Carbatec lately? I understand they have just moved, but it's become beyond a joke now.

[dai sensei]

They moved

Dam, used to be good to fill in time between meetings whilst I was in/around Brisbane. Now it will be whilst on the way to/from the airport maybe only

[BTman]

Was there on the weekend. I can't believe that a new store like that is not set up yet, it was a shambles. They have been plugging it for months and I expected it to be all set up now. I thought it would have been a bit bigger too. At least it saved me money though, couldn't browse. Also thought that the car park was not big enough either.

[Denim]

Yeah, I stopped in last Friday and was surprised to see they weren't setup. There were a few items on the shelves but no prices. The move was good for me though as it's quite a bit more convenient to get to their new premises.

[Toggy]

Now that you mention it; YES!

I ordered on 10/5 and they received the order because I got a phone call on 12/5 confirming my new delivery address.

The LV saws were in stock and the Japanese waterstone placed on back order (due in 2 weeks).

They appear to have point blank refused to reply to my several enquiries as to the the non delivery of my order. My account has no further activity shown in it.

I am getting very pi**ed off at the lack of customer service.

I am also looking at buying a new dusty, thicknesser and jointer. I have no intention of going through with this crap again.

Ken

[groeneaj]

I ordered a spare part about 4 weeks ago. I then realised they sent the wrong part so I phoned them to see what the go was. I asked if they could please send the correct part and he said he'll do it maybe today as they were busy. There was never an apology. They then sent the new part to the wrong address. I even called them to say that might have been the case but they kept insisting they didn't. I found out last week they did on fact send it to the wrong address. To top it off they then charged my credit card again for the new part even after I sent back the old part. Again no apology at all for this. I have been calling this week (atleast 2 times a day) and i either leave a message and never get a reply or they tell me they are looking into it and never do. I understand they have just moved but there are no excuses for being so rude on the phone and never returning my calls. At the very least they could have returned a call and apologised say they were trying to resolve it. I'll never do business with them ever again. Sydney Carbatec on the other hand are always helpful and polite. Thumbs up for them

[Barrie Restall]

Went to the new store last week and it was pretty obvious they were still getting organised. Not to worry, I gave the sales person a list and away they went. They didnt have everything, or couldnt find some stuff but I wasnt that put out as we were mainly sticky beaking.

The salesperson added up my puchases and then just said "$299". It was obviously an error for the few items I had, so I said "Thats a bit too much". The reply was "Do you want to leave some out?". I said "No, show me the account".

The assistant attempted to turn the computer screen around, tapped some keys and then just said "$177".

What me off is that no apology was offered. If they had said "Sorry I pressed the wrong button" I might have made a joke off it. All I got was a surly look and a shrug when I said it was an expensive mistake to make.

Those who have been to the store can probably guess who the assistant was. It should have been obvious to them that the first sum was way out of proportion to the goods being purchased.

Common courstesy is cheap. We wont we going back there.

Barrie Restall

[Doc0055]

Internet order took a week and a half to get to me, and I am 160km away.

[Toggy]

In all fairness I must report that I received an email mid afternoon from the pleasant lady who rang me on 12/5 stating that ALL my article had arrived in-store on 31/5 and that my order had been sent to the warehouse to be dispatched. Also an apology for no-one having kept me informed.

Ken

[FRB Design]

I would like to thank the guys at Brissie myself for great service over the last three months, especially knowing that the extra huge load on these guys dealing with the huge logistical relocation not to mention they had to set up the Brissie show as well.
Once again thanks guys and the new showroom and set up is looking awesome.

Kind Regards,

Frank.

[groeneaj]

The manager called me today and have since sorted my order out and have apologised. As I said in my previous post, I understand they have just moved but I was disapointed with the way they dealt with me, even if they are moving, returning a phone call keeping me updated and an apology was all that was needed. It's sorted now which is the main thing.

[q9]

Several years ago my parents ordered me some tools from them for my birthday. I was pleased to receive them in time for Christmas, around 4 months later.

So from what I have read, my avoidance policy is paying off

[blockhed]

gee,i feel sorry for you guys!
the Adelaide branch is top shelf for me.
never let me down on anything, and i get discount too!!
i'm not goin' anywhere.
regards
the block

[timelord]

My only beef with them is slow delivery time, I can order items today from them and woodcraft or Rockler from the states at the same time and the goods will always arrive sooner from the US.
It doesnt matter if I order online or by phone it always takes 8 days on average whereas 5/6 days is the norm for US based retailers.

[Jethrow]

Hi guys
My comments refer to Carbatec Sydney.
Ive found them to be extremly good. I have been dealing with them for about 6 years, in all that time i can honestly say ive not had a problem.Some of the items ive purchased, 20" thicknesser, 8" Jointer, 18"-36" drum Sander, 2 x Room air filters. All of these among lots of other gear ive purchased arrived mostly within 2 or 3 days of ordering.
So I have no complaints with Carbatec Sydney, always helpfull, and goods always arrive in minimal time.
Just my 2 bobs worth.
Brian