Big name stores V smaller stores experience.

[krisandkev]

Had different shopping experiences this week.  Wanted some outdoor carpet, only small amount, so I went to a local marine shop and they said they only sold it off the roll but a young employee said he had some left over after doing his boat. He brought the piece in and it was perfect so I asked how much and he said nothing!   Brilliant service.   
Then I went to local TJM store to enquire about getting my cruiser rear air bags removed as one is damaged and since suspension upgrade don’t need them.  The guy said they could do it now, only take about ½ hour.  Great, so I waited and after about 20 minutes the car is back and I ask how much.  Nothing!  Are you sure I ask, yes, nothing.  Again, brilliant service. 
Next day I was after a length of aluminium angle, was near Bunning’s so went there, found shelf with different sizes and prices displayed.  Selected what would suit for price displayed of $10.95, went to the only checkout open, lined up and finally told price was $19.95.  Took it back to the display and found the displayed prices did not match the sizes beside the sticker.  Finally found size that would still suit and only $10.95.  Went back to the only checkout and the line-up was huge. I asked the lady at the front door if this is the only checkout and she said yes, at the moment. I put the angle down beside her and walked out.     Went to a local small hardware and bought what I needed from very friendly and helpful staff.   
Wife went to Kmart yesterday and selected what she wanted, went to checkout and there was only one open, all others were self serve, with a very long line-up so she just put the item down and walked out.   
So very well done to TJM and the marine store, very bad service from Bunning’s and Kmart.  Sorry for the rant, just the experience of two extremes was amazing and I guess a lesson.    Kevin

[paceman]

i'm glad your small stores are that accommodating, because here in mackay, it's been my experience that if you don't have hi-vis and a mining vehicle, you're not worth it.

i try to support local, but it's a bit hard when you walk into shops and the staff look at you funny because you don't want to buy 1000 of something, but just one...

[Vitara_JaycoSwift_Outback]

I try to support smaller places because it keeps competition in the market place and the staff are generally older and know what they're talking about and can explain how their products work better.

[bentnose]

Small stores don't survive if they provide poor service, big stores don't care.
Small stores are usually owner operator with knowledge, big stores have staff who mostly don't care.

[Beachman]

My experience with small businesses are hot and cold. Either I receive fantastic service and sometimes the item I’ve been after has been cheaper elsewhere, but the advice they have provided more than makes up for the price difference.

But on the other hand I have been to other smaller businesses and they have quoted ridicules prices (maybe things are quite so they try and make good money on every sale)

But agree the bigger businesses don’t care about customer service as it doesn’t matter if it’s Bunnings, Myer, Big W on a Saturday morning and all of them only have a couple of casual staff working registers.  Big business care too much about dividends to its shareholders and less about the customer.

[weeds]

Customer service in general is dropping off.......

At times I shoot an email off the a business's main email when i receive excellent customer........in the hop that it gets passed on.

[fluids]

We've been in business for 36 years this year ... I have alway worked on the basis that everything we sell you can buy elsewhere .... Often cheaper than we elect to sell for (it's not a crime to make a profit) .... So it's not about the product so much as the service we offer ... And it costs more to provide service ... We're in the business of selling "service", and selling a quality product that we can stand behind ... and we have lots of happy customers who have been returning for many years. If they have a problem, we fix it! ... And if that means sometimes it's an out of my pocket expense to fix it, well that's how it is ... We make enough to ensure that after the fact we can afford to provide the service that people expect .... That's why they spend their money in my business and not Bunnings or the other mass merchant stores.

Those who don't pay much can't say much ... You get what you pay for !

The BIG guys can't offer personalized service as they don't make enough on a sale to provide that service.

[rockrat]

Recently sent an email to Anaconda because I was peeved that something I bought there was available at Road Tech Marine for 35% less.  Another product which I didn't buy was supposedly 30% off at Anaconda but still 10% dearer than elsewhere. So far I have received no answer and, to be honest, I think you can get anything from Anaconda cheaper elsewhere.  Most other shops willingly match prices based on trust but Anaconda only do so if it is the EXACT same brand, which is generally not available elsewhere because all big retailers these days have their own house brand! I even showed the Anaconda store the product on the RTM website and because Anaconda's was a Dune product and RTM a Coast to Coast product, they refused to match the price.

I will only ever walk into an Anaconda store again if they have something advertised so cheap that BCF/RTM/Freddys/Rays Outdoors simply won;t match the price.  Suffice it to say, I'm not expecting to walk into Anaconda anytime soon, given that most other retailers actually value my custom!

[MattNQ]

Yeah, gotta pick & choose.
Now on my 3rd set of Mickey T tyres  - Always buy from the small locally owned Currajong Tyre & Auto here. No bull & can always fit you in when you need to.
When I was first looking around for tyres, TJM Townsville had incredibly poor customer service. Ignored you if you didn't look like you wanted to throw the entire TJM catalogue at your car.   
Plus they were $40-$50 more expensive per tyre. I've never gone back. They're 1/2 block from my work but I'll always drive 1/2 way across town to somewhere else if I want a 4wd accessory.

[DaveR]

Recently sent an email to Anaconda because I was peeved that something I bought there was available at Road Tech Marine for 35% less.  Another product which I didn't buy was supposedly 30% off at Anaconda but still 10% dearer than elsewhere.

The big camping shops are linked together somehow, forget which ones.
Not sure where you are, but here on the Gold Coast these guys have 2 shops and are always cheaper then the big guys, plus great service. Its a traditional store, with cash register.
Don't expect much from the web site either, just another way to keep costs down.... 
I hope small shops like this are still in other parts of the country.

http://www.campingplus.com.au/

[edz]

I'd give those guys a thumbs up too dave, not in your face,  friendly and helpfull staff last time we went there .

[Andreweasty90]

I do prefer the small shop for things but sometimes the budget just doesn't allow it I was pricing up a bit of steel the other week for work and the local guy wanted about 300 for the bits I needed and masters had it all for 200 and since I just became self employed I went with the cheaper


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[krisandkev]

I must give Bunning’s a bit of a tick.  They rang me yesterday after I had put a complaint via their web site and were very helpful and apologized etc.  So well done for following up my complaint.  Kevin

[oldmate]

The big camping shops are linked together somehow, forget which ones.
Not sure where you are, but here on the Gold Coast these guys have 2 shops and are always cheaper then the big guys, plus great service. Its a traditional store, with cash register.
Don't expect much from the web site either, just another way to keep costs down.... 
I hope small shops like this are still in other parts of the country.

http://www.campingplus.com.au/

   yep. Do 99% of our camping shopping there. Have bought tents, cookers, toilets,sleeping bags, shoes, torches all sorts of thing from these guys over the years. I hope they never go.

[woftam]

Couple of examples of service I've received lately.

Big business - local Nissan dealer
Booked Patrol in 10 days ago for latest recall
Dropped car off at 8:00 - recall said 30 mins, dealer said 60 mins so allowed 90 mins.
Took dog for walk
Phone call at 8:55 - going to be late as part is not delivered yet. ETA 9:30
Arrived at dealer (with dog) 9:20 - part has now arrived going to do when we can fit it in.
Short sharp assessment of "service" delivered - probably didn't hurt that the dog (Rottweiller) was picking up on my mood and getting a bit antsy.
Job done by 9:40

Small business - local window place.
Rung Tuesday to say order was in, please come to pay balance and organise delivery date.
Rung 30 min later - order has been cocked up - wrong glass in one window. Going back to factory.
Rung Thursday - all fixed, when would you like it delivered, delivered free of charge.

Guess who gets repeat business and who doesn't.

[DaveR]

Couple of examples of service I've received lately.

Big business - local Nissan dealer
Booked Patrol in 10 days ago for latest recall
Dropped car off at 8:00 - recall said 30 mins, dealer said 60 mins so allowed 90 mins.
Took dog for walk
Phone call at 8:55 - going to be late as part is not delivered yet. ETA 9:30
Arrived at dealer (with dog) 9:20 - part has now arrived going to do when we can fit it in.
Short sharp assessment of "service" delivered - probably didn't hurt that the dog (Rottweiller) was picking up on my mood and getting a bit antsy.
Job done by 9:40

Small business - local window place.
Rung Tuesday to say order was in, please come to pay balance and organise delivery date.
Rung 30 min later - order has been cocked up - wrong glass in one window. Going back to factory.
Rung Thursday - all fixed, when would you like it delivered, delivered free of charge.

Guess who gets to do recalls all day and who doesn't.

I fixed it for you... 

[rockrat]

The big camping shops are linked together somehow, forget which ones.
Not sure where you are, but here on the Gold Coast these guys have 2 shops and are always cheaper then the big guys, plus great service. Its a traditional store, with cash register.
Don't expect much from the web site either, just another way to keep costs down.... 
I hope small shops like this are still in other parts of the country.

http://www.campingplus.com.au/

You're right. BCF and Rays Outdoors are owned by the Super Retail Group, which also owns Supercheap Auto and Rebel amongst other brands.

Spotlight Retail Group owns Anaconda. And I believe Road Tech Marine is affiliated with Jaycar.

I live in Townsville and all the majors are within cooee of each other anyway so I will just continue to shop around with Anaconda always last on my list.

[Bill]

Couple of examples of service I've received lately.

Big business - local Nissan dealer
Booked Patrol in 10 days ago for latest recall
Dropped car off at 8:00 - recall said 30 mins, dealer said 60 mins so allowed 90 mins.
Took dog for walk
Phone call at 8:55 - going to be late as part is not delivered yet. ETA 9:30
Arrived at dealer (with dog) 9:20 - part has now arrived going to do when we can fit it in.
Short sharp assessment of "service" delivered - probably didn't hurt that the dog (Rottweiller) was picking up on my mood and getting a bit antsy.
Job done by 9:40

Small business - local window place.
Rung Tuesday to say order was in, please come to pay balance and organise delivery date.
Rung 30 min later - order has been cocked up - wrong glass in one window. Going back to factory.
Rung Thursday - all fixed, when would you like it delivered, delivered free of charge.

Guess who gets repeat business and who doesn't.

Sounds alot like our Nissan dealer...
Bill