Firstly I will acknowledge this review does not pertain to all employees who I have dealt with from Kedron, on the contrary I did receive some quality assistance from Paul a manager of the electrical department, that however is where the compliments will cease. Some weeks ago my partners washing machine stopped working, I offered to source and purchase a replacement, not a difficult task one would think. After having located the chosen appliance online I contacted the Kedron store and advised that I wished to buy the machine and have delivered. I was advised that it was JB policy that said purchases could not be made over the phone due to Credit Card fraud, I advised the staff member that the reason I was calling was due to the fact that I was not able to attend the store during business hours and therefore needed the machine purchased and delivered over the phone. Was advised that the only way to facilitate this was to purchase machine online and have delivered, I was assured that the said machine was in stock and would likely be delivered the following day. The said purchase was made online and a call from the warehouse to arrange delivery was expected. This call never eventuated an d the delivery did not occur, I contacted the online support team and surprisingly was advised that the machine was not in stock and therefore would not be delivered for some days. I then made contact with the Kedron Store, which is the first interaction with Paul, he was very apologetic but confirmed that no machines were available in the model paid for. He suggested that I upgrade to a better model which was in stock and confirmed that this if purchased immediately would be delivered the following day (Saturday), he did however advise that an immediate refund of the initial purchase could not be completed due to number of somewhat dubious reasons and would be processed in a couple business days(therefore we would then be out of pocket for two washing machines pending the refund of the first) although not happy with this scenario, the impending ever growing pile of dirty washing was not abating and we needed a machine, and the second machine was purchased. I was contacted on at least three occasions during that day by Paul and confirmed that the initial purchase had been cancelled and refunded and that the second purchase had been confirmed with delivery to take place the following day I was further advised that the transport company would be in contact later that same day ( between 3-6pm) to confirm time of delivery. At 5.30pm that date after not being contacted by the transport company, I contacted the Kedron store, where I spoke with some obnoxious muppet, I explained my dilemma and concerns given the recent stuff ups, his response was " what are you ringing for its not 6pm" he then hung up. Surprisingly 6pm came and went with no contact from the transport company. As the Kedron store was closed we contacted the Adelaide Street store in Brisbane, who advised that if not contacted by transport company the delivery was not happening.
The following morning I contacted the Kedron Store again, where I eventually spoke with store Manager (Anthony) who it must be said was about as helpful as snowshoes in the Desert. His response was simply " I don't know what happened, you wont be getting the machine today and as it was a long weekend, delivery would not take place til the following Tuesday, dismayed and somewhat agitated, I advised Anthony that this situation was not acceptable and that he as Manager should make the necessary arrangements to have the machine delivered as promised. He responded that as much as he understood he could do nothing further, he did suggest that I could pick one up from in store, now why didn't I think of that? oh that's right I was working and unable to get to the store, hence the debacle of ordering, now two undelivered machines online, because I wasn't allowed to give CC details over the phone.
As I relayed this ongoing saga to my partner, she then contacted Anthony, alas she had similar joy from him and ended the conversation advising him to cancel both purchases and refund immediately, she was met with a snide retort stating that the said refunds would likely take 7-10 working days to process.
In the ensuing days afterwards ( which involved purchasing a third machine from a competitor) we awaited the said refunds, the first arrived approximately five days after purchase but the second was no where to be seen. A further call to Kedron where I spoke with a Female manager who advised that the second refund had not been processed as it had not been entered by Anthony (shocking I know) I again vented my frustration at the continuing inept customer service given by this store and the JB brand. I requested to be supplied with details of the Area manager, I was advised that he would be contacted and supplied my details to call, but as it was late on a Friday (2pm) it would likely be the following Mon read more
