I am writing to you in regards to my reaction to one of your staff members actions on “masks” during my visit to your Sunshine store yesterday 23rd October 2021.

My husband and I were on the way out around 6pm (lined up at the garden checkout) when I was accosted by a female staff member (I am sorry I did not get her name but she was not the one manning the cash register) about not wearing my mask properly. She proceeded to very aggressively explain that “Bunnings have had covid exposure” and that I have to do what she is instructing i.e. my glasses sitting over the top of the mask for better protection OR I can leave the store.

I really do not like public confrontations so I put my glasses on top of my head to satisfy her therefore greatly reducing my impact on the quality of my vision especially as I was going thru the process of paying for my purchases.

I strongly suggest you have a “sit down” and educate some of your staff on customer relations as quite frankly, what happened yesterday is not excusable. First of all, this individual is probably NOT qualified to lecture anyone on the efficacy of the masks and how they should be worn. Second of all even IF she is qualified, her JOB at Bunnings is to simply provide me (the customer) with directions or instructions ONLY when required eg. what isle the cow manure is situated at. Nothing else.

The fact that some of these individuals that Bunning employ have been given a “free hand” to get on their high horse and attempt to impose their own fears and hysteria on unsuspecting customers is disgusting and should addressed immediately.

This segregation has GOT to stop, this insanity has GOT to stop.

I am writing to you in regards to my reaction to one of your staff members actions on “masks” during my visit to your Sunshine store yesterday 23rd October 2021.

My husband and I were on the way out around 6pm (lined up at the garden checkout) when I was accosted by a female staff member (I am sorry I did not get her name but she was not the one manning the cash register) about not wearing my mask properly. She proceeded to very aggressively explain that “Bunnings have had covid exposure” and that I have to do what she is instructing i.e. my glasses sitting over the top of the mask for better protection OR I can leave the store.

I really do not like public confrontations so I put my glasses on top of my head to satisfy her therefore greatly reducing my impact on the quality of my vision especially as I was going thru the process of paying for my purchases.

I strongly suggest you have a “sit down” and educate some of your staff on customer relations as quite frankly, what happened yesterday is not excusable. First of all, this individual is probably NOT qualified to lecture anyone on the efficacy of the masks and how they should be worn. Second of all even IF she is qualified, her JOB at Bunnings is to simply provide me (the customer) with directions or instructions ONLY when required eg. what isle the cow manure is situated at. Nothing else.

The fact that some of these individuals that Bunning employ have been given a “free hand” to get on their high horse and attempt to impose their own fears and hysteria on unsuspecting customers is disgusting and should addressed immediately.

This segregation has GOT to stop, this insanity has GOT to stop.

On the 10th September at 14:10 a staff member was approached at the entrance to the Bunning store at 1816-1828 Albany Highway, Maddington Western.
The customer had a question is relation to a product that they had purchased and was advised that the person to see had just left to lift something into a car for a customer.

Please review the security tape from the store access cameras as you will over the next hour the Bunning representative fails to address the issues of providing customer service.

At 15:15 the first CSR is replaced by another staff member who had identified that the customer had been waiting by the door for some time. This staff member within minutes of taking up their new assignment, asked the question, identified a possible solution and requested a staff member to assist.

Looking at the security tape you can clearly see the timeline of what poor customer support looks like and what one would see as normal customer support.

This tape could be used to support training of management in what poor customer service could look like based on the following point.

*CSR having social conversation with other staff members (off camera) and not supporting a customer within a timely manner

Yes I could have gone to another staff member and asked for assistance however after 15 minutes when the staff member failed to address my problem and was having a third private conversation with another staff member (during a quite period).
I decided to stay and see how long it would take for the staff member or another staff member to wounder, what this person is doing standing looking unhappy at the front of the store for such a long time.