Bunnings (Sydney) Upto 8 Day Delay for Click and Collect (Boot)

Lhotrod01 on 31/08/2021 - 09:26
Last edited 31/08/2021 - 09:28

Hi everyone.

This is general advice for everyone not aware. Bunnings is currently overwhelmed in Sydney with click and collect (to boot) orders due to the current state wide lockdown. Expect to wait upto 8 days to have your items picked from the shelf and taken to the processing area for eventual collection.

At the moment there is only limited information stating there will be delays on the bunnings website however I rang a store in Sydney and was told delays have been upto 8 days.

I find this disappointing as Bunnings is a billion dollar company and people are still picking up there bought products, so it's not like they are posting these items out. They literally need to walk around, take it off the shelf, scan the items and update the system to state ready for collection.

If anyone has any other info on this please feel free to share as I now have items held hostage by bunnings with no pickup time frame.

Home & Garden

Related Stores

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Comments

  • Nugs on 31/08/2021 - 09:31
    +8

    8 days is farcical, BUT keep in mind there are often 10 times as many customers as staff on a 'normal' day so I can understand a backlog
    .

    • apsilon on 31/08/2021 - 10:23
      +4

      Not to mention these staff have jobs, they're not standing around doing nothing even with less retail customers in store. Of course they're unprepared for this. Anyone who's ever looked at their website knows they don't handle ecommerce well.

    • MrBear on 01/09/2021 - 09:55
      +1

      I did a delivery order and it took 10 days. It was picked in 4 days and then sat waiting for a courier to pick it up for the next 6 days.

      It's not just the stores that have the issue.

    • HeWhoKnows on 02/09/2021 - 08:19
      +2

      Bunnings has ALWAYS been HORRIBLE at Click and Collect

      And they are tell people on TV they are set up for Click and Collect

      The fact is they are NOT!

      if anyone has a better option go there

  • Archi on 31/08/2021 - 09:34
    +3

    They literally need to walk around, take it off the shelf, scan the items and update the system to state ready for collection.

    Someone is not getting their fathers day gift on time?

  • yippy on 31/08/2021 - 09:36
    +1

    It's pretty much like that with a lot of online stores based in Sydney. Taking up to a week to ship orders out and some like Pet Circle stopping new orders and only shipping out existing and auto delivery orders.

  • Stewardo on 31/08/2021 - 09:39
    +1

    They’re taking hostages now?

  • pippohippo on 31/08/2021 - 09:42
    +6

    I know in Melbourne some stores did hire extra casual staff to keep up with demands and still have to wait 3 business days. From the first lockdown ion 2020 to June 2020, C&C use to be 1 business day or even same day sometimes but definitely an increase in demand this time around especially with warmer weather for outdoor renos/garden etc.

    They literally need to walk around, take it off the shelf, scan the items and update the system to state ready for collection.

    There is also OHS. Say they have 1000 orders per day, they have to safely store the items until the customer picks it up, items can pile up so it can take some time to find it hence the car queues are much longer this time around.

    Be thankful you can sit in your car while someone is picking up your item, storing it safely, and delivering it to your car regardless of the weather.

  • Muzeeb on 31/08/2021 - 09:42
    +28

    This is not, and has never been, their business model so it is what it is. Deal with it entitled whingers.

    • battler on 31/08/2021 - 09:48

      👍 would love to see an mspaint of 'entitled whingers'

      • Muzeeb on 31/08/2021 - 09:51
        +13

        Best I could do in a few minutes

        • Archi on 31/08/2021 - 09:53
          +1

          nice one… named Karen?

          • uzz30 on 31/08/2021 - 10:06
            +3

            @Archi: Username checks out - Karen portrait for next Archi-bald?

    • Clear on 31/08/2021 - 10:17
      -2

      Just to rub it in to the entitled whingers. I popped down to my local Bunnings on the weekend, didn't wear a mask and grabbed a sausage on the way out. It was great.

      • Clear on 31/08/2021 - 12:36
        -2

        Well that triggered a few people already. You're welcome to come to a COVID free state, quarantine for 2 weeks and then enjoy the freedom it brings.

        Extra bonus if you're vaccinated. A few of us here meetup every so often and you're welcome to come 😘

        • [Deactivated] on 01/09/2021 - 08:54

          You're welcome to come to a COVID free state

          You mean like SA or WA and live in the 1970's? Nah…

          • Clear on 01/09/2021 - 09:54
            -1

            @[Deactivated]: COVID lockdown hasn't been that long. I take it you've had COVID before? They really do have some long-term memory effects.

    • hotrod01 on 31/08/2021 - 10:35
      +2

      So bunnings had the choice of staying open with their covid safe plan In place. Bunnings choose to shut all it's sydney based shops to retail customers however still operate as somewhat normal for ABN holders (Tradies).

      Bunnings made the decision. Bunnings have had over a year of covid related restrictions to improve their e-commerce and click/collect systems. Again they earn enough money.

      Is it really fair to call us whinges considering the company earns over a billion dollars of profit a year, is the largest retailer in the home/garden sector creating a monopoly and therefore driving down competition.

      Is it to much to ask to get a product that i've paid for in advance in a timely manner. I still have to drive to the shop to pickup myself using my own transport and time (not delivery).

      Maybe they should pay their staff more and employ more staff at a more attractive rate to get the job done. "Lowest prices, widest range and best service.”

      • Muzeeb on 31/08/2021 - 10:40
        +6

        Yes

      • Jerome87 on 31/08/2021 - 10:43
        +5

        Bunnings are sacrificing significant revenue to keep their staff and customers safe. How dare they

        • hotrod01 on 31/08/2021 - 10:44
          -2

          https://www.google.com/url?sa=t&source=web&rct=j&url=https:/…

          Significant revenue?

          • Jerome87 on 31/08/2021 - 11:08
            +1

            @hotrod01: I don't know if you are just looking for people to agree with you or not? They have made a business decision to limit contact with their customers and their service is reduced as a result. You as the consumer have a choice about where you spend your money. If you read as far as page 8 of your link, you would see that sales have declined 5% year on year for the bunnings division:

            "Sales in the Group’s retail divisions have been affected by recent lockdowns that have required store closures and restricted trading in multiple regions, including New South Wales and Victoria".

            So yes, significant revenue.

            And yes,~ $34 billion is a lot of revenue, but an EBIT of $3.5 billion is just over 10% Ebit to Sales, which would be in line with most successful australian businesses exposed to the covid construction boom.

      • FLICKIT on 31/08/2021 - 10:45
        +1

        You have the choice to go elsewhere, no one is forcing you to shop with them….

        • popsiee on 31/08/2021 - 12:39
          +1

          Ok I'll go to the Reject Shop .

      • bobbified on 31/08/2021 - 12:11
        +1

        Bunnings made the decision.

        …and you can make the decision to not shop there!

        Is it really fair to call us whinges considering the company earns over a billion dollars of profit a year,

        Seriously….. do we need to answer this?

        When others say that the customer isn't always right, I think they're talking about people like yourself. lol

    • HeWhoKnows on 02/09/2021 - 08:22
      +1

      They are advertising Click & Collect now on TV as their business model
      what a joke

      False advertising at the extremest

      Tradies who need there orders NOW are going to hate them

      • Muzeeb on 02/09/2021 - 08:26
        +2

        Tradies can walk in still.

  • bobbified on 31/08/2021 - 09:44
    +13

    I find this disappointing as Bunnings is a billion dollar company and people are still picking up there bought products,

    I don't want to sound harsh, but there are millions of people at home, bored and not really able to go abouts their every day life. There is obviously going to be a massive increase in orders as people look for things to do around the home.

    You'll need to learn a bit of patience and adjust your own expectations. And if you can't, then you can always vote with your feet - oh wait….

  • Hithere on 31/08/2021 - 09:51
    +3

    More fortunate with my local (Vic) Bunnings.

    I ordered via C&C, and was able to pick the item up within 4 hours.

    They had 2 team members standing outside the store and they were approaching cars as they pulled up and quickly entering the store and returning with purchases.

    • GG57 on 31/08/2021 - 10:11
      +2

      Same with my local Bunnings. Ready in a couple of hours and the collection was super-smooth.
      If I did have to wait a few days, I'd still be ok with it during these troubled times.

      • hotrod01 on 31/08/2021 - 10:38
        -1

        Few days or 8? Big difference. And you also have the privilege of picking it up yourself and also you need to book in a time to pick it up also. You can't just rock up when you want to.

        • GG57 on 31/08/2021 - 11:00
          +2

          Given the current restrictions and situation in Sydney, maybe you could detail what you require / what the work is that is urgently required and cannot wait for a few days.

          Do you have any actual evidence of the 8 day delay (apart from someone at one store apparently telling you it could be up to that)?

          Have you actually ordered anything from Bunnings? It isn't clear in your post if you have or not.
          Are there any alternate suppliers, even some that may deliver?

          Managing your time (to collect it at the time that you book) seems to be a minor hinderance.

        • Hithere on 31/08/2021 - 13:26
          +2

          You can't just rock up when you want to.

          @ hotrod01 Actually, you can at my local store. The booking times they offered for my C&C didn't work out for me and when I told the team member he said that the pickup times were flexible and I should just turn up when I could make it.

          • GG57 on 31/08/2021 - 13:32
            +2

            @Hithere: Don't say that; OP may expect the goods to be immediately available for delivery to their vehicle, as soon as he arrives (without warning).

          • macfudd on 31/08/2021 - 21:28
            +1

            @Hithere: Agreed. I've used the system a few times here in Vic, as recently as Sunday, and it's honestly been fantastic (Sunshine Bunnings). Once the order was ready within an hour, the longest was about 5 hours. I use the boot collect booking thing and the next available spot has always been less than half an hour away (once I booked at 3:28 for a 3:30 slot.)

            They scan your barcode off your phone, tell you where to park up, a few minutes later you have your order and off you go.

            Their website is still horrible but I've not been able to fault the collection process.

    • pippohippo on 31/08/2021 - 10:39
      +1

      which suburb? taking around 3-4 days for me in the inner western stores (Maribyrnong, Sunshine and West Footscray)

  • bloopzorm9 on 31/08/2021 - 10:41
    +3

    I don't think you realise just how many customers Bunnings has. In Canberra there was 19,000 check-ins to a single Bunnings in one day. I would be incredibly impressed if Bunnings can get through 19,000 click and collect orders in a day. Of course there is going to be delays.

    • FLICKIT on 31/08/2021 - 10:49
      +2

      It would be a nightmare to collate and store all the orders, then find them when people turn up in random order to collect them, the logistics would be crazy for a company not set up for it….

    • sss333 on 31/08/2021 - 11:08
      +2

      This was later clarified by Andrew Barr that 19,000 in one day was across all Bunnings stores in the ACT

      • Muzeeb on 31/08/2021 - 11:19
        +3

        Wait! What? Canberra has multiple Bunnings stores?

      • bloopzorm9 on 31/08/2021 - 11:47
        +2

        Oh right. Anyway, I think there's 4 stores so that's 5000 per store, which is still a huge amount. If that transfers to click and collect, for a 12 hour period that's over 400 orders to fulfil per hour to keep up with it. Multiply that by at least 10 for Sydney's population.

  • uzz30 on 31/08/2021 - 10:59
    +5

    They literally need to walk around, take it off the shelf, scan the items and update the system to state ready for collection.

    Exactly.

    You've seen the size of a Bunnings right? The staff need to get a trolley, walk around a huge warehouse picking off the customer's order list that often contains bulky and diverse items then stow that trolley so it can be accessed when the customer arrives for collection. When the customer does arrive another staff member then has to locate retrieve and often load that order for them.

    So let's say, one staff member can pick and stow an order every 10 minutes. That's 6 an hour, 48 orders in a day if they work for 8 hours and do none of the other stuff that they might ordinarily do. We can see how orders can really back up if Bunnings are doing just a regular volume of trade.

    Keep in mind that Click and Collect was never their business model, the logistics are tricky and the implementation was a long way off before COVID. So the process they have is far from optimal, but that they can do it at all on short notice is a pretty good effort.

    I find this disappointing…….

    Sure, it's disappointing, COVID is a great big warehouse of disappointment. Let's try to be kind and patient with those that are trying to keep things going

    If anyone has any other info on this please feel free to share as I now have items held hostage by bunnings with no pickup time frame.

    I don't think Bunnings are holding hostages. But I can see a useful suggestion via their customer feedback there. Something like "Hey Bunnings, how about posting the Click and Collect wait times for your stores on your website and social media?"

  • Seraphin7 on 31/08/2021 - 11:20
    +2

    Bunnings and online purchases are just incompatible in my experience.

    The business model just doesn't support it … and they don't want to support it.

  • Hardlyworkin on 31/08/2021 - 11:32
    +2

    Blames Gladys and Scomo!

  • EmployeeEmCKay @ Bunnings Warehouse on 31/08/2021 - 12:02
    +16

    I am a team member and work the night shift (10pm to 6am) to have orders ready for customers. We are doing our very best. The website does say approximately 8 days when you add items to your cart but at my store we usually will have it done in 3-4. I will say that most of the orders are deliveries at around 80% and take a lot longer to process. With 1000-2000 orders ready to be processed day after day, we honestly can’t work any harder and we thank you for your patience and understanding.

    • Archi on 31/08/2021 - 13:52
      +3

      there is no need to explain or apologise for a little whinge

    • Bob Svargis on 01/09/2021 - 16:42
      +1

      I feel bad for you EmCKay because it's not a fault of the workers out in the field - it's poor planning by management. I understand that Victoria were doing C'n'C last year, but NSW have just not dealt with the matter properly nor have they poured enough resources into it.

      It's almost like this caught them by surprise.

      Thanks for your post though. I'm not annoyed at the staff, more the head office/logistics/planning part of the business.

  • Associatedpuzzles2 @ Bunnings Warehouse on 31/08/2021 - 12:03
    +13

    Pretty much what everyone here says… My store is backed up with orders and we've started trying to hire more casuals to help with picking, we've also extended working hours from 9pm on a weekday to midnight and from 7pm on a weekend to 9pm. We have over 800 orders backed up and it isn't slowing down with the lockdown being extended.

    Needless to say Bunnings stocks a lot of items that are hard to click and collect, for example I've gotten orders to pick asking for 20 2.4m pine sleepers. This kind of order could take me over 20 minutes to walk around the store and find a timber trolleys (trolleys are at a shortage right now), go pick the order, and go find space to safely store 20 2.4m pine sleepers. Also, Bunnings are pretty big and certain orders require stuff from Nursery all the way to the Timber yard, requiring me to walk from one end of the store to the other.

    Furthermore, we still have to deal with customers in stores ("tradies") and stock the shelves/clean up the store. While I do think there were certain things the business could have done to improve the click and collect process, it's not easy to deal with the amount of orders we're receiving.

    • Clear on 31/08/2021 - 12:41
      +3

      It's like people are expecting Bunnings to have a setup like Amazon. Hurr durr Bunnings has warehouse in its name, therefore it's setup like a distribution warehouse 😑

    • EmployeeEmCKay @ Bunnings Warehouse on 31/08/2021 - 13:36
      +2

      Thank you for all the work you are putting in!

  • tallkid123 on 31/08/2021 - 12:16
    -1

    This is why I hit up Bunnings on the Sunday before they closed their stores to the general public.

  • Euphemistic on 31/08/2021 - 14:43
    +1

    I can’t imagine in Sydney they’d be too keen to let infected people into the store at the risk of having to Isolate a bunch of staff for 14days.

    They aren’t set up to click and collect and didn’t really have to last lockdown in Sydney. Sure, they could plan for it, but without really knowninf what they were getting hit with how could they plan effectively.

  • hashash on 31/08/2021 - 22:17
    -5

    It's the attack of the "COVID Excuse", once again!

    Anything and everything is now blamed on "COVID", even though it has absolutely nothing to do with it.

    It seems Bunnings is using "COVID" (whatever they define it as in their heads) to justify their crap lack of Customer Service.

    For example, Officeworks in Hornsby is closed because of "COVID", and doesn't allow walk-in's, yet down the road at Gosford is completely open to everyone. Why? "COVID Excuse!"
    Bunnings only has Click and Collect in all Sydney stores, yet all Wollongong stores are open? Why? "COVID Excuse!"

    Oh, sorry, we can't deliver your product! Why? "Because of COVID". The public need to see it for what it is - an Excuse!

    The ACCC & NSW Fair Trading needs to really start cracking down on these abuses of their customers.

    And if I see incidents like this, I always call it out to the staff member in charge to let them know that their COVID Excuse is BS and he shouldn't play their customers for mugs!

    • FLICKIT on 31/08/2021 - 22:38
      +1

      So bunnings are just making BS excuses to close their doors and lose money?,

      • hashash on 31/08/2021 - 22:50
        -2

        Yes.

        Bunnings are using COVID as an excuse to save money by sacking staff, since they're losing money hand-over-fist since COVID began (5% loss from before COVID, according to their Annual Report).

        They was no issue when Bunnings were working normally for more than a year since COVID began and letting shoppers shop in-store.

        They even had security guards to ensure masks were worn, sign-in's were followed, and stopped new people going in when too many people were inside the shop.

        So why now? What happened last week to force their complete shutdown? What's the dramatic change that required them to change? And Why only Sydney Bunning's stores but not Gosford, not Wollongong, not Newcastle stores? Surely, COVID is in those areas too, right???

        "COVID EXCUSE", that's what. They sack staff, ignore customer service issues, and put everything as "Click and Collect" - which obviously doesn't work, with 8 day wait times.

        I refuse to shop there now - my Mitre 10 is still open for in-store shopping to everyone, and I go there instead, and I encourage others to go to other Retailers that don't treat their customers like idiots with fake COVID excuses!

        Luckily, people are waking up to these rubbish COVID excuses:

        http://www.news.com.au/national/people-are-waking-up-to-the-…

  • StonedWizard on 31/08/2021 - 22:21
    +2

    Bunnings has heaps of casuals at their disposable and don't want to use them. It's about keeping labour costs low.

    For a company that was so threatened by Amazon a few years ago, you'd. think they would have developed a decent click and collect method.

    Stores around me are also 8+ days behind, which I find really odd and hard to believe.

    • lgacb08 on 01/09/2021 - 21:20
      +1

      I don't think Amazon is even close to a threat to them yet. Amazon homeware range is very limited, most decent stuff got shipped from overseas and takes weeks.

      • StonedWizard on 01/09/2021 - 21:21

        @Igacb08 - This was when Amazon first came to Australia all those years ago.

  • duluxe2000 on 01/09/2021 - 00:36
    +2

    Oh thats why my order is not ready yet. If I knew, I would order it on eBay and have it delivered (just some painting stuff).

    • hotrod01 on 01/09/2021 - 07:27
      +2

      This is the main point I guess I was exposing to the forum and to unsuspecting customers. You may have to wait 8 days to pickup your purchased items. Even though people have said it states it during the ordering process I can guarantee that was not the case for me. If anything it seemed business as usual re click and collect. It stated orders made the day prior before 4pm would be available next day. Just wait for ready txt/email and book a pickup time. Clearly this isn't the case.

  • Bob Svargis on 01/09/2021 - 07:55
    +2

    This is not new. It’s been going on like this for weeks if not months. They are hopeless. They’ve had plenty of time to get their processes and systems sorted out.

    I bet if they had real competition from Masters they wouldn’t be this slow.

  • OzHunterNSW on 01/09/2021 - 10:01
    +1

    Look, do you really need that screw driver, or watering can, just yet?
    Ask yourself, do you really need that item, just yet.

    • FLICKIT on 01/09/2021 - 10:58

      I agree but I also understand some people may want to catch up on home maintenance, decorating, landscaping, or start a vegie garden while they're stuck at home in lockdown…

  • cainen on 01/09/2021 - 12:05
    +1

    I'm moving into a house in a couple of weeks and need a mower, whipper snipper and blower for the new place. Because of this thread I placed my order at 9pm on Monday night thinking I'd have to wait over a week but I got an email on Tues at 2.30pm saying it's ready to be picked up. Villawood store.

    • Sikarion on 04/09/2021 - 22:38

      You're lucky. I ordered a 2.5kg bag of fertiliser for the weekend on Wednesday for CnC got a 'glitch' message telling me to come and collect on Saturday. Rocked up to the store only for them to tell me it's not ready after waiting for about 30 mins. They tell me now to go home and wait for another message. Same store.

      • cainen on 05/09/2021 - 06:45

        That's annoying. I also went there yesterday and picked up my order, no issues.

  • Ryk on 01/09/2021 - 15:48
    +2

    click and collect is hopeless. same at officeworks, and BigW

    • ak47wong on 04/09/2021 - 00:17
      +1

      My C&C order at Officeworks was ready for collection in 15 minutes.

      My C&C order at Bunnings was placed 5 days ago and still isn't ready.

  • duluxe2000 on 03/09/2021 - 11:02

    lol, click & collect does not work so Bunnings now re-open :) (excepts in LGA of concern)

  • dreamscene on 03/09/2021 - 20:28
    +1

    Finally after waiting 4 days, got an email to collect. You have to click 'Book pickup time', I did, then the booking system crashed. Called Bunnings, even without a single word from my end, lady yells, 'Are you calling regarding the crashed booking pickup link?', I said….'Errrr, yes', she yells back, 'System will be fixed tomorrow, BYE!!!!'. End of call….what just happened? Bunnings clearly weren't ready.

  • dono2 on 04/09/2021 - 19:35

    after waiting 5 days, they say my order is ready, i needed this 3 days ago, replied back with cancel order.

    went the to get something else 1 person on click and collect took around 30 mins to pickup (yep 30 mins) yet a handful of bunning staff just wandering around out the front doing SFA.

    will not be going back to bunning till its open again they have no idea wtf they are doing atm.

  • hotrod01 on 28/09/2021 - 08:52

    WAHOO. All Syd stores reopened for essential shopping.

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