Retailers overwhelmed by high volume of online shoppers
The lowest prices might just be the start at Bunnings, but they’re not the end when it comes to getting the products you ordered because click-and- retail services. collect are overwhelmed with volumes as high as the Christmas peak period.
As Australia Post suspended collection of packages from online retailers for three days until Tuesday to resolve the issue, social media complained about Bunnings’ click-and-collect service.
An article on the OzBargain website on Friday said, “Finally, after waiting 4 days, I received an email to retrieve. You have to click on “Reserve pick up time” which I did and then the reservation system crashed. Called Bunnings, even without a word from me, the lady shouts, “The system will be fixed tomorrow, GOODBYE !!!!”. Bunnings clearly wasn’t ready.
Leaving Chatswood Bunnings on Saturday with a Worm Buffet composter, Rene Whalley recounted a similar experience. “We placed an order last weekend to pick up on Wednesday,” she said. “I got here and they had a problem with their system and it wasn’t ready. We booked and came back this morning and it still wasn’t ready. We went to Lane Cove to get our COVID shot and have just picked it up now. They were very polite and accommodating, it was just frustrating that the system wasn’t working for us.
“We’ve had an even worse situation with Coles Online. The problem is that they [the stores] do not have the systems in place to deal with the problems.
Bunnings chief operating officer Ryan Baker said like many retailers they were experiencing unprecedented online order volumes coupled with NSW transport constraints.
“Over the past few weeks, we’ve made sure to let customers know about longer ordering times through our website,” he said. “We have also built additional teams in our call center and we really appreciate the customers for their understanding during this time.”
Australia Post said on Thursday that due to the continued impacts of COVID-19 in NSW, ACT and Victoria, it was temporarily suspending postal package collections from e-commerce retailers in those states for three days until 7 a.m. Tuesday morning to help manage record volumes.