Navigating the aisles of a huge store can sometimes feel like a maze, and for one shopper, a recent trip to Bunnings Warehouse turned into a bit of a modern-day conundrum. They have slammed the hardware chain over a trend they say is making shopping more frustrating than ever.
The shopper’s visit to their local Bunnings was supposed to be straightforward: enter, find the needed items, pay, and leave. However, when they couldn’t locate three specific products after a thorough search, they approached a staff member for assistance and didn’t like the response they received.
To their surprise, the employee suggested downloading the Bunnings app to find the items. Feeling overwhelmed by the proliferation of store-specific apps, the customer expressed their exasperation online: ‘I don’t need a different app for every g****** store I visit. I just want to go to a store and find what I need, pay and leave.’
This experience, which they shared on social media, has sparked a conversation about the increasing push towards digital solutions in retail environments and the frustration it can cause for some consumers.
The frustrated customer’s sentiment resonated with many, as the social media post quickly became a hub for shared grievances. People chimed in with their experiences of being bombarded with requests for personal details and notifications from countless retail apps.
‘The notifications are egregious. Every app on your phone will be sending you at least one useless spam every f***** day,’ one commenter lamented.
For other shoppers, the pushback against app overload is not just about the inconvenience but also about a longing for simplicity.
‘I love computers, but I absolutely hate apps. I miss websites that have all of the information I need. I also hate that I need a smartphone to function,’ another user added, highlighting a growing digital fatigue.
Bunnings, a household name with 381 stores and over 53,000 employees as of 2022, introduced its Product Finder app in 2020 as a way to help customers navigate its vast warehouses, especially during the height of the COVID-19 pandemic.
The app, which has been well-received by many for its convenience, was part of Wesfarmers-owned Bunnings’ broader digital strategy, which also includes online shopping and click-and-collect services.
In response to the social media post, a Bunnings spokesperson emphasised that customers have multiple options when searching for products: ‘Customers can always speak to one of our friendly team members, use the product locator boards at the end of each aisle or look up the item location on our website or the Bunnings app.’
While digital tools can enhance the shopping experience for some, it’s clear that others still prefer the human touch and the simplicity of a less tech-reliant retail experience. As we continue to navigate the balance between convenience and personal preference, stories like this serve as a reminder that one size does not fit all when it comes to customer service.
At YourLifeChoices, we understand that not everyone is comfortable with the rapid pace of technological change, especially when it comes to everyday tasks like shopping.
We’d love to hear from our readers about your experiences. Have you felt pressured to download store apps? Do you find them helpful or intrusive? Share your thoughts in the comments below.
Also read: A new era for barcodes: How 2D technology is transforming your supermarket experience
I am a regular at several Bunnings stores an d have always found staff extremely mm ely helpful locating things and giving advice
I hate apps too. Too many slow down any device even when they are not being used. Years ago I used to use the Woolworths app. It was so good it could prioritize your shopping list to isle by isle and location in the isle so no back tracking. Eventually the shops did not update the item locations when items were shifted and I ditched it. A great app destroyed by it’s owner.
The app will provide the I/N No., Aisle No. and Bay No. I always check these details before I leave to ensure that, 1. the item is in stock and 2. the exact location of the item. Small price to pay.
The problem with that is as I have found out numerous times that you get there and there isn’t any stock of the item because people have stolen or the stock figures haven’t been updated
I agree with the customer!! If its so easy to look at the app and find the product, ALL employees should have it on THEIR phones. If a customer asks, they should be able to automatically find it on the app and advise the customer of its location!! That’s good old customer service, often missing in today’s world!!
I have used the app to check stock and locate where the item is shelved before going to Rozelle Bunnings. More than once I have arrived at Bunnings to find the item was not on the shelf at all. Staff simply said “sometimes things run out and the app takes a while to get updated” – soooo frustrating that I now make the trip to the city to shop at Mitre 10.
If you know what you are going for check before you leave home find the aisle and bay number and go straight there get the item and leave
In the meantime, staff have had a reshuffle, and it has been moved to an area where you wouldn’t expect it to be which happens a lot.
I don’t feel that suggesting that the app could help a customer is anything to complain about. Staff are probably told to offer that advice to customers. Even if there is actually pressure on the customer to download the app but you don’t want it, all you have to do is to say (pleasantly), “No thank you. Please tell me which aisle I need to go to.” And don’t forget to say thank you! Everyone is so angry these days and I think we all need to take a deep breath and calm down.
Bunnings have a store plan you can download which gives you details of what is in each isle. 2 A4 pages, Simple.
That’s ok if they have it in stock. App is never up to date.
Yesterday, my husband, armed with his app telling him which aisle he needed to go to couldn’t find the 3metre + long pieces of wood he needed. He asked two employees who were together busy stocking shelves etc. One told him to go down to the end turn right go up the stairs and they were in a bin up there. You’ve probably seen the mezzanine floor at the back corner of Bunnings. My husband, who didn’t know he was even allowed up the stairs, asked if they could show him. No they couldn’t – just follow their directions! So off he went up some rickety stairs and finally found the wood. Now he had to navigate down the stairs with three pieces of wood over 3 metres long, forgetting he still had reading glasses on which with hands full he couldn’t take off, he went very slowly and was relieved to get to the bottom. Where is the occupational health and safety for customers in this situation? Probably that’s why staff wouldn’t do it! My husband is 76 years old.
Stop complaining! At least there IS an app, and in my experience, any of their staff I have needed to ask for help have been most courteous and usually can direct you (or take you) directly to an elusive item. The world is not a perfect place, but there are alternatives. For example, right at the entry is a Service Desk where they will happily locate an item for you. If their level of service is not up to your obviously high standards, you could consider taking your business elsewhere, where, no doubt, you will also find something to gripe about.