In 2015 we purchased a key lime tree, a dwarf Emperor mandarin tree and a 2 in 1 grafted dwarf Meyer lemon and navel orange tree, along with 3 wooden half-barrels to plant them in and site them around our swimming pool from Bunnings in Cairns.
After a year or so the metal bands holding the wooden half-barrels together had rusted away so we took our receipt and photos to Bunnings. The nursery manager agreed that they were not suitable for purpose and replaced them with imitation plastic lookalike half-barrels and allowed us to take them home and return the faulty barrels after we had re-potted the trees, which we did.
The lemon finally grew a ripe lemon which looked nothing like any lemon we had ever seen, let alone a Meyer lemon, so we took the cut piece of fruit and the original description label into Bunnings and showed them to the horticulturalist. She tried to contact her supervisor but she was not available, so she took my name and mobile number, and we left.
A short time later my mobile rang. It was the horticulturalist calling to advise that they would replace the weird combo tree with a Meyer lemon tree. We called to Bunnings today and she organised the tree and the processing at the checkout.
What fantastic service. We had not seriously expected to get anything after 3 years so Bunnings exceeded our expectations.
Contrast this to my last visit to the grubs at Masters when they were having their closing down sale to claim a refund for a dead plant we purchased around 9 months prior. To my absolute amazement, the woman at the customer disservice desk said that they were not honouring their 12 month plant guarantee anymore.
I asked to speak to a manager or a supervisor and a woman arrived and said the same thing so I asked to speak with the manager. An American with a bad attitude arrived and refused to do anything. He asked me if I had not bothered to water it for 6 months.
It really illustrates why Masters went bust and why Bunnings are still going strong.
Great work Bunnings.