A few days ago I bought an “advanced tree” which was basically a 2 meter tall plant. It cost $150. I live not too far from Bunnings but could not transport this large plant in my car.
Bunnings has outsourced deliveries to a third party who offer transportation by ute, van or large (enclosed) truck.
Vans are too small for this tree. I considered a ute but one saleswoman warned me that delivery by a ute almost guarantees “it would be damaged” by not only the poor driving of the delivery crew but also by the elements.
The only option left was delivery by closed truck. This short trip for the delivery guy cost me $90
After thanking the woman, another staff member told me that “if the plant dies or does not thrive within a year of purchase, with your receipt we’ll replace it or refund you”.
I said “that sounds good, a dead tree in under a year and with my receipt you’ll refund $240. That’s a good deal”.
“No, no, no” the staff member began, “you misread me. Your outlay on the plant is refundable, but not the $90 delivery you paid”.
“So, let me see if I get this correct” I began, “the tree dies, I bring it back with the receipt seeking a replacement and while I get a refund or a free replacement, I have to shell out another $90 for delivery? And that assumes delivery doesn’t climb from $90”?
My question is: given Bunnings’ policy of refunds, should I not be refunded everything I paid ie the delivery fee too? After all, a customer who buys say a $15 plant and carries it home will be fully compensated if his tree dies inasmuch as he’ll get back all he spent, the entire $15 or a replacement plant.
It seems to me that Bunnings’ policy discriminates amongst customers and if so, that’s not allowed, is it?