Just thought I'd do something I don't normally, post a review of my first and last experience with Trade Depot in AKL.
I live in Southland. I'm a very reasonable person & try and see a situation from all perspectives. I'm in the middle of rennovations. Young children, and holes in walls and floors with - temperatures. That's fine. It's the hold up with this product I purchased from trade depot that has cost me in (registered of course) plumber waiting and futile time and extra builder hours to compensate.
I bought a complete package wall hung toilet and in wall cistern. They charged me $50 for delivery + product; I thought that's cool and paid. Here's a timeline:
1/5/17 - placed order
5/5/17 - received 1 of 2 packages. Rang trade depot asking the whereabouts of the other package. They said it's not been dispatched so will send it out Monday 8/5/17.
12/5/17 - haven't received 2 of 2 package. Rang trade depot and they had credited package 2 of 2 and not sent. The girl that did that had apparently left. I clarified not to credit me, i need the other part so charge me and send it out.
18/5/17 - received 2 of 2 package.
9/6/17 - time for the plumber to do his thing. he opened up cistern package to install and bits were missing: the metal bracket/frame, bolts & washers and the flushpipe that connects onto bowl to pipes. I rang & spoke to Inishka who asked why I left it so long to open the package. First rule in customer service; don't go defensive, especially here that is so unreasonable to even say that! I said there are processes in building/renno's where a builder needed to do his part first so the plumber could do his thing. She said it was out of their policy to ship missing parts overnights. My plumber was 2 hours downtime (we live rural). I asked to speak to the manager and got put through to Swati the supervisor. She actually commented that they don't really bother about the customer service side of things because they have plenty of customers, when I told her this is terrible service. Eventually she said she'd send down the replacement parts, but not overnight, but that I'd have to supply the bolts and washers (?!!) I didn't have any choice. I pressed for someone to double check everything is in there.
14/6/17 - received the missing parts package.
16/6/17 - plumber came to install. Opened up package. Missing flush pipe and HALF a wall bracket/metal frame and no bolts and washers. (Who the hell sells half a bracket?? Was it meant for a brick wall or something? Nothing on the package indicates that, and it certainly wasn't mentioned when selling; does this become a commerce commission issue?) Plumber rang them and no resolution. I tried emailing Swati and the manager Mario, but no response as of yet.
Is it reasonable to forward trade depot the plumber's futile time travel fees that I've got billed for? And the builder's extra time to pack and make the HALF bracket fit solidly into the wall, to compensate for the support that the full bracket would have done?
Their stock counts must be well out with amatuer dispatches of the wrong items and incomplete, and incorrect sets.