Steven Benbrook
1/5
Most bizarre '?business' I have ever dealt with. I was deciding whether to get a shower head from bunnings or tradelink, and regretfully went with tradelink. I ordered a Nx Orli Shower Arm & Rose and was so excited as the measurements were perfect for our ensuite, and the shower had a good reputation. After installing the shower head we realised that there was an issue.... water spray was going sidewards and ending up on the non tilled wall and over the shower door.
My mum took this product to be returned as I work during the week (which is conveniently their only business hours). They told my mum that because i bought the shower on pay pal? it would have to be returned the same way. When my mum told me this I was very confused as I paid with a debit card, so i decided to call them about it. The person on the phone made the comment "oh yeah i realised that after- i should have actually checked." ok? They further explained that due to the shower I bought being a "special order" i would need to pay $60 for it to be sent back to the warehouse? I questioned them on this because no where on the site does it stipulate that this is a special order? and in no tax invoice or receipt did it highlight this The person on the phone even read the website and was confused and said the whole online thing is new Then he just kept going on about how they wouldn't be able to guarantee that they can sell that particular shower head at their store and it will sit there for years and so thats why they need my $60 to send it back? I appreciated the business dilemma at hand, yet im the customer and you're telling all this to me I have grace concerns when a business cant afford a return fee for a product that was not listed as a special order.
He then spoke with his 'manager' who appeared to just reiterate the whole special order thing, and then make a comment that all of the measurements are on the website so essentially it is my issue that it wasnt suitable Umm as per measurements it fit fine, however I didnt know it would come out sideways on the wall and over the shower.
I quoted them back their own website quote "At Tradelink, we understand that mistakes happen." Seems like that didnt have much to say back to that.
I would stay far away from this "company"/ "franchise." If they are so desperate to charge people for returning products when the simply just dont suit- then they need to make their so called 'policies' a little more clearer.
Will be sticking with Reece and Bunnings from now on, and I'd advise you to do the same. At least you can trust that youll be treated fairly at these places, and be able to easily return something without Trade Link North Lakes trying to make a profit out of it.
