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4 posts

Wannabe Geek


# 215250 19-Jun-2017 11:01
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Hi all,

 

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. 


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  # 1803347 19-Jun-2017 12:01
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Wow....  that's a shocker.

 

I think you've more than satisfied requirements for a CGA claim to get your money back without giving them any further opportunities to resolve the issue.

 

Over to you whether you want to take it to the Disputes Tribunal to try and get your costs back as well.  I think you could be confident of success.





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  # 1803356 19-Jun-2017 12:16
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If this account is correct, then Trade Depot should be pilloried on social media everywhere as a public service warning to others who might be thinking of doing business with them. Since they 'have more customers' than they can handle, it shouldn't bother them anyway.

 

 





I reject your reality and substitute my own. - Adam Savage
 


 
 
 
 




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Wannabe Geek


  # 1803408 19-Jun-2017 13:16
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Thanks for the support and confirmation you two.  What other sites are there for posting this to social media?  Spread the word to the herd and let the rest of the flock roaming the block, I say.  It's pretty serious what they've done, I think the people have a right to know this is the care factor.

 

I understand I live far away from AKL so the freight factor is fine.  In the end, the issue was that I paid for a complete wall hung + inwall cistern unit.  It came to me incomplete(pieces missing: flush pipe, bolts and nuts & the other half of the frame), and the wrong product to what I had been lead to pay for (I received a half wall frame which I still can't work out why one uses a half frame, instead of a full frame - no clues in the instructions or paperwork).  To save any more delays, my husband who is a licenced builder practitioner took extra time to make the half frame work by building more support to support the weight on the toilet bowl so it doesn't come out of the wall.  

 

Yes honestly, that comment the supervisor washed over about not really being bothered about customer service factor because they have plenty of customers is because I mentioned my husband is a builder by trade so would she not consider putting it right so he can buy more items from them for his business.  She did send down another package to be fair, with a half of a mount bracket (as opposed to a full one).  Look, we would've been happy to keep buying through them if they can get it right, but she threw that answer back at me and sent the wrong stuff down again in an attempt to put it right. 

 

Regarding the comment about customers, I've never heard that happening in New Zealand before; because we are so geographically challenged, I think NZ businesses have to try harder to make it work with the small population we have.  It makes it harder for businesses involved with the supply chain because NZ has to pay that much more for transport.  When these issues arises, it's the customer demand that pulls on the supply chain, but the supervisor in this case has squashed any more customer demand from me.   

 

 

 

 


dan

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  # 1803409 19-Jun-2017 13:17
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one bad experience from someone who just signed up its hardly time to start slamming them online, theres always going to be screw ups

 

from any company, it doesn't mean that experience is the norm, it happens

 

 

 

ive been to the location, was great service, sales guy spent about 30 mins helping me choose out all the parts 

 

i need for a shower renovation, took me to the cashier and made sure everything was entered correctly,  i actually received the wrong shower base with the waste in the middle not end,

 

and they offered to have it picked up and swapped the next day no issues. if i had looked more closely loading it up in my car, i could have avoided it

 

 

 

ive also ordered online from them, and when you order online, they send a email asking you to check all the goods before signing on delivery, reject on delivery if not,  or if not possible to contact 

 

them within 12 hours if there is a problem with the goods.

 

 

 

 

 

 

 

 

 

 


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  # 1803412 19-Jun-2017 13:22
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dan:

 

one bad experience from someone who just signed up its hardly time to start slamming them online, theres always going to be screw ups

 

from any company, it doesn't mean that experience is the norm, it happens

 

 

This is true but if what BeeBee says actually happened that way, there can be no excuse for it. 

 

 





I reject your reality and substitute my own. - Adam Savage
 


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  # 1803414 19-Jun-2017 13:27
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You could leave a google review.
A lot of people see that score when googling / maps etc.
https://www.google.co.nz/search?q=trade+depot

On the right hand side




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Wannabe Geek


  # 1803415 19-Jun-2017 13:30
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Hi Dan, not seeing the connection of just recently signing up to slam?  If we can just keep on track ay, because that has nothing to do with it.  Doesn't matter when I sign up; I'm letting ya know they effed up.  Agreed, of course mistakes happen; I make them.  Half of it is how you deal with it to put it right.  In this case, trade depot hasn't put it right.  Of course there'll probably be a majority that's had a pleasant experience with trade depot, the lucky buggers; wish I did. 

 

 


 
 
 
 


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  # 1803416 19-Jun-2017 13:31
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I don't know what it is about plumbing suppliers but I seem to have issues with them more than any others.

 

I've found Trade Depot to be reasonably good but not perfect, but it's a lot easier to deal with any issues when you're in Auckland. They are way cheaper than most other suppliers.




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Wannabe Geek


  # 1803434 19-Jun-2017 13:32
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oh also, both times the couriers left the boxes on my doorstep when i was gone so I didn't sign for them.... I'm not a plumber, I wouldn't have a clue whether/what pieces were missing or not to sign as 'ok' or not anyway! 


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  # 1803471 19-Jun-2017 14:37
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Can't beat the cheap prices, but yes their service and warehouse is erm challenging.

 

All three of my purchases through them have gone wrong in some way

 

1) They sent my flatpack cabinet inadequately packed and it arrived damaged. They sent a replacement with better packaging but still inadequate, and it arrived damaged. Third time was the charm

 

2) Order 1 down pipe. Received after a few days. Then the next week, received a second down pipe. I wasn't complaining, but it doesn't reflect well on their warehouse/dispatch systems

 

3) Ordered a bunch of bathroom bits. Took ages to dispatch, and most of my order was incorrect items (not what was ordered or on the packing slip) and faulty items. Took a month to get resolved, which happened within hours of a very negative Google review

 

 

 

Thoroughly recommend that you place an appropriate Google review - with any luck you'll hear from the owner shortly after


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